Managing a Long-Term Care Claim

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Managing your Long-Term Care claim online:

Starting a claim has never been easier at John Hancock!

Simply login to your accountand click “Start a Claim” from the home page. The system will guide you through the process step by step.

FPO - Note: Legal Representatives can also start a claim online by providing the most recent copy of the Power of Attorney or Guardianship paperwork and upload ing the documents here. John Hancock will then email an account registration link where the can claim can be initiated.

Process Overview (COPY TO BE REVIEWED)

Determine Benefit Eligibility – First, we need to make sure that the insured meets the benefit eligibility requirements, as defined in the policy.

Establishing Provider Eligibility – Once benefit eligibility has been established, we need to verify that the service provider you are using meets the requirements defined in the policy.

Satisfying the Elimination Period – Almost like an insurance deductible, there is a set period of time (defined in the policy) that the insured must cover the costs of care before claim payments can begin.

Benefit Reimbursement – The insured will submit bills for the services they received, and we will send out reimbursements accordingly.

*Note: Life insurance policyholders with the Long-Term Care rider must first contact the Life division 


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Frequently Asked Questions:

Contact Us

For communications specific to claims, please mail to:

John Hancock 
LTC Claims 
PO Box 852
Boston MA 02117

Explore the Cost of Long-Term Care

Use our interactive tool to help you anticipate the cost of care specific to your geographic region.