If you purchased a Long-Term Care rider on your life insurance policy and are in need of services because you have experienced a loss of functionality making it difficult to manage daily living activities1 or a loss of cognitive function, you should consider making a claim against your rider to cover long-term care expenses. 

Once you receive the claim initiation kit, you can access our online portal to view coverage details and submit documentation relevant to your case. If you are the insured, you can complete your claim initiation paperwork online. If you are the insured’s Power of Attorney/legal representative, upload the most recent copy of the Power of Attorney or Guardianship paperwork here and John Hancock will email an account registration link to get you started.

Here’s an overview of the claims process

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1. Notification

What steps do you need to take?
To initiate a Long-Term Care rider claim on your life insurance policy, please contact John Hancock at 1-888-887-2739 as soon as you require long-term care assistance.
 
What will John Hancock do?
John Hancock will mail you a claim initiation kit and HIPPA form.
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Step 2: Submission

What steps do you need to take?
Please complete paperwork and return via mail or fax.
Or you can create an online account here and complete documents online.
 
Learn more about starting your claim online here. 
 
NOTE:  You will not be able to create an online account until you receive the claim initiation kit.
 
What will John Hancock do?
Upon receipt of the claim initiation paperwork, John Hancock will review the service providers for eligibility and schedule an onsite assessment, or collect medical documentation to determine benefit eligibility.

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Step 3: Determine Eligibility

What steps do you need to take?
Work with our vendor to schedule an onside assessment. Upon completion, the vendor will submit findings to John Hancock Long-Term Care unit for review.
 
What will John Hancock do?
The assessment will be reviewed to determine if you are eligible for benefits. This review usually takes about 10 business days once John Hancock Long-Term Care unit receives the assessment from our vendor.
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Step 4: Satisfy Elimination Period and Benefit Reimbursement

What steps do you need to take?
Once you receive approval for benefit eligibility, in order to receive credit for your Elimination Period2, you must submit all your bills for long-term care services received to date to John Hancock. This typically refers to a bill from your provider that outlines dates, types and cost of services received.
 
Once your Elimination Period has been satisfied, these bills will generate your reimbursement payments. You may assign benefits to your care provider, allowing John Hancock to receive and pay bills directly.
 
What will John Hancock do?
Upon receipt, your invoices will be reviewed. Only services provided by an approved provider on a date that the insured is deemed benefit eligible will be processed. Initial dates of service will be credited against the Elimination Period until this requirement is satisfied, then future bills will generate your claim payment.

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Step 5: Ongoing Management

What steps do you need to take?
Notify John Hancock if there are any changes in your circumstance, whether recovery or change in care provider.
 
What will John Hancock do?
John Hancock will continue to manage your claim, review new providers and perform routine benefit eligibility assessments throughout the life of your claim.

 

 

1Activities of Daily Living —Personal care activities that may include bathing, dressing, eating, transferring, toileting, continence, and mobility.

2Elimination Period (Qualification Period) — The Elimination Period is like a deductible. Before your policy will begin paying benefits, you must first pay for your own long-term care costs for a certain number of days. In some policies, the Elimination Period is dates of service, and in others, it is calendar days. Please refer to your policy’s definition.

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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). Vitality is the provider of the John Hancock Vitality Program in connection with Life insurance policies issued by John Hancock. 

Please consult your insurance agent as to product availability, additional information, costs, and complete details on coverage. Product availability, features, benefits and costs may vary by state. The life insurance policy describes coverage under the policy, exclusions and limitations, what you must do to keep your policy inforce, and what would cause your policy to be discontinued. 

Apple Watch program is not available in New York or Puerto Rico. Apple Watches ordered through John Hancock Vitality may not be shipped to addresses in Guam. Once you become a Vitality PLUS member and complete the Vitality Health Review (VHR), you can order Apple Watch by electronically signing, at checkout, a Retail Installment Agreement with the Vitality Group, for the retail price of the watch. After an initial payment of $25 plus tax, over the next two years, monthly out-of-pocket payments are based on the number of Standard Workouts (10,000 to 14,999 steps) and Advanced Workouts (15,000 steps) or the applicable Active Calorie thresholds. The step counts required for Standard and Advanced Workouts are reduced for members beginning at age 71+. One-time upgrade fees plus taxes apply if you choose (GPS + Cellular) versions of Apple Watch, larger watch case sizes, and certain bands and case materials. For more information, please visit JohnHancockInsurance.com. Apple is not a participant in or sponsor of this promotion. Apple Watch 6 and Apple Watch SE require iPhone 6s or later with iOS 14 or later. Apple Watch is a registered trademark of Apple Inc. All rights reserved.

Vitality Rewards may vary based on the type of insurance policy purchased for the insured (Vitality Program Member) and the state where the insurance policy was issued. John Hancock Vitality Program rewards and discounts are only available to the person insured under the eligible life insurance policy. Rewards and discounts are subject to change and are not guaranteed to remain the same for the life of the policy. 

Premium savings are in comparison to the same John Hancock policy without the Vitality program. Premium savings over the life of the policy will vary based upon policy type, the terms of the policy, and the level of participation in the John Hancock Vitality PLUS program. 

HealthyFood savings are based on qualifying purchases and may vary based on the terms of the John Hancock Vitality program. The HealthyFood program is currently not available in Guam. 

The HealthyMind (Headspace), Hotels.com and Amazon Prime benefits are not available in New York. In New York, entertainment, shopping, and travel rewards are not available and are replaced by healthy living and active lifestyle rewards. 

REI is not affiliated with the John Hancock Vitality Program. REI does not sponsor, endorse or have any responsibility for this promotion.

For Amazon.com Gift Cards, restrictions apply, see Amazon.com/GC-legal. 

Amazon Prime membership available to Vitality PLUS members who have reached Platinum Status for three consecutive program years.

The complimentary Amazon Halo device and three-year Halo membership are only available to new Vitality PLUS Members and are not available with policies issued in New York, Puerto Rico and Guam. At the end of the complimentary Amazon Halo health and wellness membership, charges will apply automatically to the credit card on file with Amazon.com unless the membership is opted out of. Amazon Halo allows Vitality members to earn Vitality Points for physical activity, Halo Sleep and Halo Labs. The Amazon Halo health and wellness membership is required in order to earn Vitality Points for Halo Sleep and the full suite of Halo Labs. Other features of Halo are not eligible for Vitality Points with the Vitality Program. Amazon and all related marks are trademarks of Amazon.com, Inc. or its affiliates.

You must redeem your Amazon Prime Membership Code and agree to the Amazon Prime Terms and Conditions to qualify for Amazon Prime membership. Your Amazon Prime membership automatically renews for the membership fee in effect at the time of renewal plus applicable taxes. You may cancel at any time by visiting Your Account and adjusting your membership settings. Valid credit card required at time of registration if Amazon does not have one on file. Amazon Prime Membership Codes cannot be transferred or resold. For more information about Amazon Prime, visit amazon.com/prime. Amazon.com is not a sponsor of this promotion. 

Products or services offered under the Vitality Program are not insurance and are subject to change. There may be additional costs associated with these products or services and there are additional requirements associated with participation in the program. For more information, please contact the company at JohnHancockInsurance.com or via telephone at 888-333-2659.

Accessing a policy's potential cash value via loans and withdrawals will reduce the death benefit and the cash surrender value, and may cause the policy to lapse. Lapse or surrender of a policy with a loan may cause the recognition of taxable income. Withdrawals in excess of the cost basis (premiums paid) will be subject to tax and certain withdrawals within the first 15 years may be subject to recapture tax. Additionally, policies classified as modified endowment contracts may be subject to tax when a loan or withdrawal is made. A federal tax penalty of 10% may also apply if the loan or withdrawal is taken prior to age 59 1/2. 

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