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John Hancock long-term care claims

How do you submit John Hancock long-term care invoices?

Upload them in your John Hancock LTC account under Claims, or mail them to John Hancock LTC Claims, P.O. Box 55231, Boston, MA 02205 with the policy and claim number. Send one every 30 days. John Hancock says a claim may close for inactivity if invoices stop coming. Each date of service needs the type of service and the charge.

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What John Hancock asks for

• Each date of service, the type of service provided, and the charge for it.
• Home health agency bills itemized by day: type of care, how long, and the charge.
• Bills sent after the care happens. Advance-billed invoices aren't accepted, though facility bills can be sent early and are paid at month end.
• An invoice at least every 30 days so the claim stays open.
• Proof of payment when asked: canceled checks front and back, a cashier's check or money order copy, Zelle, Venmo or PayPal screenshots, or a payroll-service summary.

The gaps we check for before it goes out

Cash payments to a caregiver (John Hancock discourages them because they can't be traced), payments with no check or reference number, dates in the future, and a gap of more than 30 days since the last invoice. The 30-day gap is the expensive one.

Questions

How fast does John Hancock pay long-term care invoices?

On an approved claim, John Hancock says you'll get an explanation of benefits within 15 business days or less of the invoice.

Will John Hancock close my claim?

John Hancock says to submit invoices every 30 days or the claim may close for inactivity.

Can I pay a caregiver in cash with a John Hancock policy?

John Hancock discourages cash because it can't be traced, and it may ask for proof of payment at any time.

Is there a John Hancock app for caregivers?

Yes. Approved independent providers can use the John Hancock LTC Caregiver App.

Source: John Hancock's own claims pages (johnhancock.com/help-center/long-term-care), checked October 23, 2026. Your claim approval letter overrides anything general here. If something doesn't match what you were told, call 800-233-1449.