Payment options are direct billing on an annual, semi-annual or quarterly schedule. Also available are electronic monthly payments, debited through a checking account.
Starting your claim online:
It’s never been easier to start a Long-Term Care claim!
Login to your account* and select the “Start a Claim” option from the home page. Our easy to use system will guide you through the process step by step.
Not the insured? Legal Representatives are also able to start a claim online. 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.
If you are a Life Insurance customer with an LTC Rider, before you can register for online access, you’ll need to contact our Life department and generate a referral to LTC. Once complete, you can register and begin!
Process Overview
Determine Benefit Eligibility – First, make sure that the benefit eligibility requirements, as defined in your policy, are met.
Establish Provider Eligibility – Next, verify that your service provider meets the eligibility requirements, as defined in the policy.
Satisfy the Elimination Period – There is typically a set period of time, defined in your policy, where care costs must be paid out of pocket before reimbursement payments begin, similar to an insurance deductible. Please note- Invoices supporting these costs must be submitted for these days to be credited.
Benefit Reimbursement – Invoices are submitted to John Hancock, and reimbursements are paid.
Download a copy of our LTC claims process guide
*Note – Life insurance customers with the Long-Term Care rider must first contact the Life Insurance division to start a claim
Forms
Independent Care Provider Service Bill
Itemize hours and services provided when using an approved Independent Care Provider.
Direct Deposit Form
Receive reimbursement payments directly into a checking account.
Assign Benefits Directly to Provider
Allow reimbursement payments to be made directly to an approved provider. Must be accompanied with a completed W-9 Form.
W-9 Form
Tax Identification form needed for an Assignment of Benefits and our claiming insureds.
HIPAA Authorization Form (completed by the insured)
Authorize a friend or family member to speak with John Hancock about an LTC claim.
Benefit Eligibility Appeal Form
Provide additional information in support of a request to appeal our benefit eligibility determination.
Frequently Asked Questions:
Contact Us
For communications specific to claims, please mail to:
John Hancock
LTC Claims
PO Box 852
Boston MA 02117
Explore the Cost of Long-Term Care
Use our interactive tool to help you anticipate the cost of care specific to your geographic region.
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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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