Proof of Payment may be required when requesting reimbursement for approved long-term care expenses. To help avoid potential delays, please refer to this guideline.
Benefit reimbursement
Submitting itemized invoices online is a convenient way to ensure that you receive credit towards the elimination period and benefit reimbursement for eligible long-term care expenses, once the elimination period is met.
Invoices must be submitted every 30 days to avoid claim closure due to inactivity.
You can also submit invoices via mail. You must reference your policy number and claim number.
Mail:
John Hancock LTC Claims
P.O Box 55231
Boston, MA 02205
Things to note about accessing your benefits:
Most coverage offered by John Hancock follows a reimbursement model — meaning, you incur certain long-term care expenses and then you are reimbursed for the actual charges that are incurred up to maximums defined in your policy. To apply for reimbursement, submit an invoice from your care provider that outlines each date of service, the type of service provided and the charge for the service.
Types of care
Learn more about each specific type of care. Coverage will be determined by your specific policy.
Medical and non-medical professional or personal care services provided in your home. Home health care may include occupational, physical, respiratory, or speech therapy, as well as custodial and/or nursing care.
Home health care agency bills:
Daily care charges including type of care provided, duration and charge details must be itemized on invoices submitted for reimbursement after all care has been provided.
A residential facility that provides room, board, and 24-hour personal care to individuals with long-term care needs. It is a care option for individuals who are not able to manage at home, but do not need the level of skilled care provided in a nursing home. It may also be called a custodial care facility.
John Hancock does not accept invoices for charges billed in advance. Please submit invoices after all billed services have been rendered. Advanced billing invoices will not be considered in good order for processing and payment will be denied.
A licensed facility that provides 24-hour-per-day room and board, nursing care and personal care services. Nursing homes also provide medical care, therapy, and other health related services.
John Hancock does not accept invoices for charges billed in advance. Please submit invoices after all billed services have been rendered. Advanced billing invoices will not be considered in good order for processing and payment will be denied.
Independent or private caregivers are employed directly by the insured or their family. There is no intermediary agency between the care recipient and the caregiver. Independent caregivers are also able to provide medical care (if trained to do so), but this is much less common.
Independent care provider invoices with CareGiver App
Registered Insureds or their Legal Representatives can grant access for Independent Care Providers to download the CareGiver mobile app, allowing them to digitally track care sessions. Once submitted, the Insured or their Legal Representative can approve and submit to John Hancock for review.
Please refer to your policy for more detailed information on specialized coverage.
Durable Medical Equipment (DME): Item(s) you rent or purchase, designed to be used in your home to assist you in performing the activities of daily living.
Home modification: Physical adaptations to a home that enable a person to stay and function in the home.
Adult day-care: A program that provides activities and services to individuals in need of long-term care. Adult day care centers provide care for less than 24 hours per day.
Care Management Organization: An organization that is licensed, if required, and operated to provide care advisory services according to the laws, if any, or the jurisdiction in which it is located.
Finding vetted long-term care providers
John Hancock offers complimentary access to a network of vetted long-term care providers — available exclusively to John Hancock customers and their legal representatives on all policies that include long-term care coverage.
Take a look at our most frequently asked questions:
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.
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.
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.
To help avoid potential delays, please refer to the Guidelines to submitting proof of payment.
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.
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).
- 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
The information on this site is intended only as a general guide. Please refer to your policy or certificate for information regarding covered services and definitions, along with a full description of the terms and conditions that govern benefit eligibility, provider eligibility, eligibility for reimbursement and the applicable level of reimbursement. For current benefit and claim payment information and further details regarding your benefits, please log-in to your John Hancock online account or contact John Hancock directly. If you need to speak to a John Hancock Customer Service Representative, visit John Hancock's contact page to locate the correct phone number.
Helpful resources
Create online account and have your Independent Care Provider use CareGiver for faster, easier service bill submissions
Calculate the estimated cost of long-term care services
Use this form to request reimbursement for Durable Medical Equipment purchases.
Use this form to pay your service provider directly.
If you’re ICP is unable to use the CareGiver app, please use this form to receive reimbursement for services provided by an Independent Care Provider (ICP).
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).
MLINY112625823-1