Understanding the claim process
Managing your claim online is convenient and secure. Sign in or register to access benefit information, view your current coverage, enroll in direct deposit, and more.
Claims process overview
Getting started
Review the steps to begin your claim initiation.
Determine benefit eligibility
The insured participates in a clinical assessment which may involve demonstrating Activities of Daily Living.
Establish care provider information
To ensure your care provider(s) are considered eligible, you will be asked to supply their contact details.
Satisfy the elimination period
Refer to your policy to learn how to satisfy your elimination or qualification period and when to start submitting invoices.
Benefit reimbursement
Begin submitting invoices for long-term care services. For quicker receipt of reimbursement, the insured or their legal representative can set-up direct deposit.
Review our long-term care claim initiation documentation
Long-Term Care claims: Process at a glance
Explore a general overview of the claims process and the steps you must take before your covered long-term care expenses can be reimbursed, as well as average claims processing time.
Long-Term Care claim initiation checklist
Whether you’re the Insured, legal representative or family/friend, here is everything you need to know to start and complete your Long-Term Care claim initiation.
Sample long-term care claim initiation kit
Review a completed claim initiation kit that shows the correct way to fill out the forms you, or your legal representative, must complete and return to us before we can process your claim.
John Hancock Life and Long-term care insurance products are issued by: John Hancock Life Insurance Company (U.S.A.), Boston, MA 02116 (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 02116 (Long-term care insurance).
MLINY020824733-7