GLTC Website FAQs

As a current insured, do I need to re-enroll in this plan annually?

No. Group Long Term Care Insurance coverage is guaranteed renewable. This means you have the right, subject to the terms of the policy, to continue your coverage as long as you pay your premiums within the grace period.

Can I continue this coverage if I leave my company or retire?

Yes. Group Long-Term Care insurance coverage is portable. If you leave your employer, for any reason, you can continue your coverage at group rates. Once you port your coverage, you will be billed directly by John Hancock. For more information on portability, please contact our customer service department at 1-800-482-0022, Monday through Friday from 8 a.m. to 6 p.m.

Are my premium rates guaranteed

Premium rates are not guaranteed.Your certificate indicates that ,while your insurance company cannot change coverage or refuse to renew coverage for reasons other than nonpayment of premiums, or increase premiums so long as the increase applies to an entire class or series of policies.The insurance company is required to file requests for premium increases on policy series,along with acturial justification with the applicable state departments of insurance.

I need to update my address/contact information. What do I need to do?

You may update your address by sending a written and signed request via fax or regular mail to:

Fax:      617-572-6010

Mail:   John Hancock Life Insurance Company 
          LTC Policyholder services 
          1 John Hancock Way,Suite 1701 
          Boston, MA 02117-170

You may also contact our Customer Service Department at 1-800-482-0022, Monday through Friday from 8 a.m. to 6 p.m.

Can I access my coverage information online?

Online access is not currently available for Long-Term Care policies. If you would like to speak with a customer service representative regarding your coverage or you would like a copy of your coverage please call 1-800-482-0022. You may also request a copy of your coverage via email at GLTCSmallMarketContact@jhancock.com.

Are there methods of payment other than Direct Billing?

Yes, John Hancock offers Automatic Bank Withdrawal. This will allow us to draft the monthly premium from your bank account on the first business day of each month. Please complete our Automatic Bank Withdrawal form and return it by fax or regular mail to:

Fax:      617-572-6010

Mail:   John Hancock Life Insurance Company 
          LTC Policyholder services 
          1 John Hancock Way,Suite 1701 
          Boston, MA 02117-170

The Automatic Bank Withdrawal form is also provided on the reverse side of your bill or you can request one by calling our Customer Service Call Center at 1-800-482-0022, Monday through Friday from 8 a.m. to 6 p.m.

Where do I mail my Group Long-Term Care payment?

You may remit your Group Long Term Care payment to:

     John Hancock
     GLTC
     P.O.Box 7247-0356
     Philadelphia,PA 19170-0356

How do I request a change in coverage?

Our customer service representative will be able to assist you with a coverage change requests by calling 1-800-482-0022.

What is a Protection Against Unintended Lapse (PAUL) Designee?

In the event the required premium for your long-term care insurance coverage is not paid by the indicated due date, written notice will be sent advising you that your coverage will lapse (terminate) if your premium is not received prior to the end of your grace period. You may designate another person to receive this notification.

If you wish to add a PAUL Designee, please complete this form and return it by fax or regular mail to:

Fax:      617-572-6010

Mail:   John Hancock Life Insurance Company 
          LTC Policyholder services 
          1 John Hancock Way,Suite 1701 
          Boston, MA 02117-170

How do I cancel my coverage?

A written request signed by the insured is required for cancellation. Please fax or send your request by regular mail to:

Fax:      617-572-6010

Mail:   John Hancock Life Insurance Company 
          LTC policyholder services 
          1 John Hancock Way,Suite 1701 
          Boston, MA 02117-170

How can I notify you of a insured's death?

You may contact our Customer Service Department at 1-800-482-0022, Monday through Friday from 8 a.m. to 6 p.m.

How can I file a claim to receive my benefits or submit information about an ongoing claim?

To initiate your claim or submit information about an ongoing claim, please call John Hancock at 1-800-233-1449.


Related Content



LTC-2100-44 3/14 MLI051915097
Long-term care insurance is underwritten by John Hancock Life Insurance Company (U.S.A.), 197 Clarendon Street, Boston, MA 02116 (not licensed in New York) and in New York by John Hancock Life & Health Insurance Company, 197 Clarendon Street, Boston, MA 02116.


Copyright John Hancock Long-Term Care Insurance © 2015