John Hancock

Long-Term Care Insurance: Managing a Claim

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Managing your LTC claim online:

Designed to make this process as easy for you as possible, we are pleased to offer a way to manage your LTC claim online. Submit your invoices for reimbursement, view your current claim and benefit information, and much more.

Step-by-step overview

We understand that a long-term care event can be a difficult time for our claimants and their family members. Our goal is to make the claims process as easy as possible. The following provides a high-level overview of the typical claims process from initiation to reimbursement. 

Determining Benefit Eligibility – first we need to make sure that the insured meets the benefit eligibility requirements, as defined in the policy.

Establishing Provider Eligibility – once benefit eligibility has been established, we need to verify that the service provider you are using meets the requirements defined in the policy.

Satisfying the Elimination Period – almost like an insurance deductible, there is a set period of time (defined in the policy) that the insured must cover the costs of care before claim payments can begin.

Benefit Reimbursement – the insured will submit bills for the services they received, and we will send out reimbursements accordingly.

Take a look at our Process Overview for a more detailed summary.

Need help starting a claim? Check out these 5 tips to starting a claim.

Glossary of Terms

Having difficulty interpreting your policy or certificate? Click here for a glossary of terms used commonly used.

Cost of Care

Use our interactive tool to find the approximate costs of different services specific to your geographic region.

Contact Us

For any questions related to your long-term care coverage, our customer service representatives are happy to help. (Monday through Friday, 8:00 a.m. to 6:00 p.m. EST.)