Policyholder Information


Life insurance:

For life insurance policyholders or family members looking for service or claims support, please click here.


Long-term care insurance:

For long-term care insurance policyholders or family members looking for service or claims support.

  • If you need claims service, please click here.
  • If you purchased long-term care insurance through an agent or broker, you may contact our customer center, visit our FAQs page, or call 1-800-377-7311.
  • If you purchased through your employer, you can email us, visit our FAQs page, or call 1-800-525-4361.
  • For Individual Long-term Care TTY please call 800-555-5421. For Group Long Term Care TTY please call 800-255-1808.


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Insurance policies and/or associated riders and features may not be available in all states. Insurance products are issued by John Hancock Life Insurance Company (U.S.A),197  Clarendon Street, Boston, MA 02116 (not licensed in New York) and John Hancock Life Insurance Company of New York, 100 Summit Lake Drive, 2nd floor, Valhalla, NY 10595.