Managing a Long-Term Care Claim

Log in or register to view your current coverage levels, manage your claim, and more.


Your 2020 IRS 1099-LTC form is here

Good news - if you’re due to receive a 1099-LTC form, you can download it today. Log in to your LTC online account and access this form in your Message Center (we’ll also send you a copy in the mail). 

Don’t already have an LTC online account? Click here to register and access your coverage details, claim management tools and important forms – including your 1099.

Starting your claim online:

It’s never been easier to start a Long-Term Care claim!

Login to your accountand 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

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.