After signing in, please select the “Start a Claim” option from the home page. Our easy-to-use system will guide you through each step of the claims process.

Or, if you would prefer to start your claim by phone, please give us a call at 800-233-1449.

Not the insured? Legal representatives, family or friends are also able to start a claim online.
Legal representatives will receive an email to register for an account.

Many insureds prefer to assign a family member or financial professional as the primary claim representative. In order for this person to assume full responsibility for the claim (filling out and signing forms, changing payment method, etc.) he or she will need to have financial power of attorney/guardianship (or the equivalent in your state). This does not include a health care power of attorney or health care proxy. John Hancock will need to receive HIPAA authorization from the insured or power of attorney/guardian in order to discuss coverage or claims details with someone other than the insured.

If you are a life insurance customer with a Long-Term Care Rider, you'll need to contact us at 888-887-2739 before you can register for online access and begin your claim.

Please note: submitting a copy of the Power of Attorney document to John Hancock as soon as possible will help to avoid any processing delays.

Please ensure that the benefit eligibility requirements, as defined in your policy, are met. Most policies define the benefit eligibility criteria in terms of your ability to perform certain activities of daily living* or your level of cognitive function. The exact criteria varies by policy, so you will want to review this section of your policy closely.

John Hancock will review your completed claim initiation kit. Based on your individual situation, the review may also involve an on-site assessment in your home or require us to obtain records from your care provider(s).

The documentation will be reviewed to determine if you are eligible for benefits. This review usually takes about 40 business days from initiation to decision.

While you are awaiting benefit eligibility approval, continue to collect all invoices. As soon as you receive approval, gather all your long-term care service invoices received to date and submit them to John Hancock for processing. This will ensure that you receive appropriate credit toward the elimination period as quickly as possible (see step 5 for additional details). Continue to submit invoices regularly for credit/reimbursement.

The care provider eligibility process can begin as soon as you start a claim. Sign in to your account to update information related to providers you listed during the claim initiation process. You can also add new care providers. It's important to do this as soon as a new provider is used. Just sign in to your account and send the following information via the message center:

• Care provider name
• Care provider address
• Care provider phone number
• Type of care

Or, you can call us at 800-233-1449.

If using an independent care provider (ICP), please complete the ICP form. To request the ICP form, sign in to your account and submit a request through the message center or call 800-233-1449.

In addition to verifying benefit eligibility, John Hancock will verify that each long-term care service provider meets the policy criteria for a qualified provider.

Please check with your provider(s) for any special release forms that may be required in order for John Hancock to obtain the necessary information regarding your claim.

There is typically a set period of time, defined in your contract, when John Hancock will not pay for expenses incurred. You will be eligible for reimbursement when you receive care for a certain number of days and/or dollars after you meet the benefit eligibility criteria.

Please note — invoices supporting these costs may be required to be submitted for these days to be credited. Services covered by Medicare may count toward your elimination period. It is recommended that you submit within 30 days of receiving these services.

The requirements of the elimination period (e.g., length, dollars spent, etc.) vary widely based on the type of product you have and the options you selected at time of purchase. There may even be some types of services that can be reimbursed during this elimination period. We recommend that you review this section of your contract closely to understand the specifics of your coverage.

Medicare charges: If your LTC rider requires that your expenses are incurred to meet the elimination period, you may be able to receive credit for covered services that are paid by Medicare. You will need to provide copies of the MEDICARE UB04 forms and submit those for processing. The UB04 form is a document care providers use to submit charges to Medicare. You may not always receive this documentation, so let care providers know right away that you will need copies of the UB04 statements. A Medicare Explanation of Benefits does not contain the detail needed to apply credit to the elimination period.