Long-Term Care claims reimbursement center
Top tips for smooth invoice submission for reimbursement.
Need help understanding how to submit invoices or get reimbursed?
View our quick step-by-step video on how to submit invoices.
Take a look at our most frequently asked questions:
How do I submit an invoice?
To submit an invoice, please sign in to your account and select "claims."
John Hancock reserves the right to request proof of payment at any time and may require such proof in connection with each benefit reimbursement request submitted under your policy. If proof of payment is required, failure to provide documentation in a timely manner may result in a delay or denial of the reimbursement request.
How do I submit a service bill for my approved independent care provider?
If you have an approved independent provider, you can submit using the Caregiver App.
Alternatively, you can sign in to your account and upload the completed independent care provider service bill form.
John Hancock reserves the right to request proof of payment at any time and may require such proof in connection with each benefit reimbursement request submitted under your policy. If proof of payment is required, failure to provide documentation in a timely manner may result in a delay or denial of the reimbursement request.
What is 'proof of payment'?
Proof of payment is a document or documents that confirm the veracity of the payments made to your care provider(s). Furnishing proof of payment and submitting that to John Hancock helps us ensure all claims are accurate and avoid delays.
How often will I need to submit proof of payment for my claim?
John Hancock reserves the right to request proof of payment at any time throughout the duration of your claim. This may include requesting proof of payment for each reimbursement made on your claim.
I have always paid with cash. Why can I no longer pay with cash?
Cash is not trackable and makes furnishing acceptable proof of payment difficult. To ensure the process of submitting proof of payment is as easy and as efficient as possible for you, a trackable method of payment must be used to compensate your caregiver(s).
What are some examples of proof of payment that John Hancock will accept?
- Front & Back copies of cancelled checks made out to caregiver
- Copy of bank cashier check
- Copy of original money order in its entirety
- Screen shots/Print Outs of Zelle, VENMO or PAYPAL transfers or other methods of cash/fund transfers/applications/programs* We need to be able to see the transactions back and forth between the accounts (Information not pertinent for our purposes may be blacked out)
- Billing summaries from third party online invoicing/payroll servicing companies
John Hancock Life and Long-term care insurance products are issued by: John Hancock Life Insurance Company (U.S.A.), Boston, MA 02116 (not licensed in New York); and in New York by John Hancock Life Insurance Company of New York, Valhalla, NY 10595 (Life insurance) and John Hancock Life & Health Insurance Company, Boston, MA 02116 (Long-term care insurance).
MLINY072622622-2