LTC Individual 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 individually purchased long-term care coverage.   Please review the information below for guidance and information that you may find helpful.

Frequently Asked Questions

  • You can pay annually, semi-annually and quarterly by either Automatic Deduction Plan (ADP) or direct bill. You can pay monthly by Automatic Deduction Plan..

  • Yes, you can register for online access to view your up-to-date coverage and benefit information, manage your claim online, and much more. 

  • It may be a possibility to reduce your coverage on your policy. Please call 1-800-377-7311 and a customer service representative will be happy to review any options you may have. 

  • No, Long-Term Care policies do not have any cash value. The policy funds are available for the costs of long-term care only.

  • 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 1-800-377-7311.  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.

Contact Us

For any questions related to your Long-Term Care coverage, our customer service representatives are happy to help.

For communications specific to individual purchased plans, mail to:                                                                                                    

John Hancock
PO BOX 55978
Boston, MA 02205