LTC Group/Employer
purchased plans

John Hancock is dedicated to helping you with any questions or issues you may have related to the ownership and management of your employer purchased long-term care coverage. Please review the information below for guidance and information that you may find helpful.

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Frequently Asked Questions

What payment options are available for my policy?

You can pay annually by direct bill, semi-annually by direct bill, or monthly by Automatic Bank Withdrawal (ABW).
Can I see my policy or claim information online?

Yes, you can register for online access to view your up-to-date coverage and benefit information, manage your claim online, and much more.
How can I reduce coverage on my policy?

It may be a possibility to reduce your coverage on your policy. Please call 1-800-482-0022 and a customer service representative will be happy to review any options you may have.
Does my policy have a cash value?

No, Long-Term Care policies do not have any cash value. The policy funds are available for the costs of long-term care only.
How do I get my issue resolved?

At John Hancock, we strive to meet every expectation of our customers. Our trained service representatives respond and resolve the vast majority of issue presented to them when a telephone call is made. We encourage you to call the LTC service Center at 1-800-482-0022. In the unlikely event that your concern is not resolved, and you prefer to submit a written complaint, please complete this form and return it to us at the address listed at the top.

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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 02210 (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 02117 (Long-term care insurance).

The John Hancock Vitality Program is available with select John Hancock policies. Please consult your financial representative 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.

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

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 program.

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.

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.

The HealthyMind (Headspace) and Hotels.com 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.

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.

Apple Watch program is not available in New York. You can order Apple Watch Series 3 (GPS) or Series 4 (GPS) 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 workouts completed. Upgrade fees apply if you choose (GPS + Cellular) versions of Apple Watch Series 3 or Series 4, larger watch case sizes, certain bands and case materials. Apple is not a participant in or sponsor of this promotion. Apple Watch is a registered trademark of Apple Inc. All rights reserved.

HealthyFood savings are based on qualifying purchases and may vary based on the terms of the John Hancock Vitality program.

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

Amazon Prime membership reward is not available in New York.

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. All Amazon ®, ™ & © are IP of Amazon.com, Inc. or its affiliates.

© 2019 John Hancock Life Insurance Company (USA).