Determine benefit eligibility
John Hancock will review your completed claim initiation. Based on your individual situation, the review may also involve an assessment or require us to obtain records from your care provider(s).
Preparing for your long-term care virtual assessment
This video will provide a high level overview of what to expect and how to prepare for your long-term care virtual assessment. This document also offers useful information on the long-term care virtual assessment. Learn more.
Review documentation
The process from receipt of a completed claim initiation to a benefit eligibility decision can take approximately 40 business days or less, depending on how soon we receive all requested information.
While you are awaiting benefit eligibility approval, continue to collect all invoices. If your claim is approved, gather all of your long-term care service invoices received to date and submit them to John Hancock for review. 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 information on this site is intended only as a general guide. Please refer to your policy or certificate for information regarding covered services and definitions, along with a full description of the terms and conditions that govern benefit eligibility, provider eligibility, eligibility for reimbursement and the applicable level of reimbursement. For current benefit and claim payment information and further details regarding your benefits, please log-in to your John Hancock online account or contact John Hancock directly. If you need to speak to a John Hancock Customer Service Representative visit https://www.johnhancockinsurance.com/contact.html to locate the correct phone number.
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).
MLINY020824733-2