Initiate Claim
It is important to start a claim as soon as you require long-term case assistance. Below are the key pieces of information you'll need to know in order to get started.
Individual initiating claim
Select your role in the claims process, and click on the corresponding link to initiate the long-term claim.
If you’re the insured / policy holder - create an account or sign in here.
If you are a legal representative - go here to initiate the claim and submit your legal documentation
If you are a friend or family member without legal documentation - get started here. The information you supply will be viewable to the Insured or their legal representative via their online account to review and submit.
Trusted persons and professionals
You may appoint a trusted person or professional to handle your long-term care claim for you. Before we can accept instructions from your appointed person, we would need either:
1. Power of attorney that grants authority to handle matters related to your policy; OR a
2. Guardianship or Conservatorship court appointment if one has been established for you.
Please note, we cannot accept trust documents.
If you would like to authorize additional individuals to receive information about your claim, you may do so by listing the authorized individuals on the John Hancock HIPAA medical release form. Unless separately authorized, individuals listed on the HIPAA medical release form are not authorized to make changes to your policy or initiate transactions on your behalf.
Please note, the John Hancock HIPAA release form is required with a claim initiation request. The HIPAA medical release form authorizes John Hancock to exchange relevant medical information with certain third parties, such as your doctor. For additional information, please review the HIPAA form.
What you need to start the claim initiation
- Insured’s policy number
This helps confirm the policy
- Insured’s contact information
To stay in touch regarding the next steps of your claim initiation.
- Reason for starting claim
Offers information to assist with the eligibility determination.
- Primary care physician information
Allows us to to request medical records to support eligibility.
- Long-term care providers
Please provide information on current providers.
What you need to complete the claim initiation
- Are you the insured?
You can initiate your claim online and authorize a family member or friend to receive basic claim information.
- Are you the legal representative?
Once we validate your documentation we will email you a link to register for an account so you can complete the process online.
- Are you a friend or family?
Please alert the Insured or their Legal Representative once you have started the claim initiation. Once they register, they can review and sign the claim documentation.
Activities of Daily Living
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. Since the exact criteria varies by policy, we recommend you review this section of your policy details closely.
Long-Term Care Rider
If you are a life insurance customer with a Long-Term Care Rider, start by contacting us at 888-887-2739 before you can register for online access and begin your claim.
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.
Helpful resources
Cost of Long-Term Care Tool
Use our interactive tool to help you anticipate the cost of care to your specific region.
HIPAA Form
Use this form to authorize individuals to whom John Hancock may disclose information regarding your Long-Term Care policy.
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.
Sample 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).
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