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    Carrier guide · Orange County

    Arranging Home Care With a John Hancock Long-Term Care Policy

    A John Hancock long-term care policy may cover eligible home care once benefit eligibility is established, the elimination period is satisfied, and services are delivered by a provider that meets the policy’s eligibility requirements. John Hancock reviews provider eligibility as a distinct step. Golden Age Companions supplies the licensing and business documentation that step calls for and issues itemized invoices for reimbursement.

    Administered by: John Hancock long-term care claims

    For families

    I have a John Hancock policy and need home care

    Request a no-cost policy review conversation, or call and speak with someone who has handled long-term care documentation before.

    For professionals

    Refer a John Hancock policyholder

    Agents, advisors, fiduciaries, attorneys, care managers, and discharge planners can send a referral and receive provider documentation for the file.

    Next actions

    The claims process, step by step

    What to do at each stage of a John Hancock home care claim, and what documentation we supply. Jump straight to the stage you are on.

    Who this page is for

    • Policyholders
    • Adult children managing a parent’s care
    • Spouses
    • Powers of attorney
    • Conservators and fiduciaries
    • Insurance agents
    • Financial advisors
    • Elder-law attorneys
    • Hospital and rehabilitation discharge professionals
    • Care managers

    What the official John Hancock material says

    Summarized from the official sources listed at the bottom of this page. Requirements vary by policy form — always confirm against your own policy.

    Benefit eligibility review

    John Hancock’s published claim material describes an initial review that establishes whether the insured meets the policy’s benefit eligibility requirements, drawing on medical records, a practitioner’s certification, and an assessment of the insured’s ability to perform activities of daily living or the presence of severe cognitive impairment.

    Establishing provider eligibility

    John Hancock maintains a separate published step for establishing provider eligibility. The provider submits information about licensure, the services it delivers, and how it documents care so the carrier can determine whether services from that provider are eligible under the policy.

    • Agency licensure — in California, the Home Care Organization license
    • Description of services delivered and supervision structure
    • Tax identification and billing details
    • How shifts, hours, and caregivers are documented

    Benefit reimbursement

    John Hancock publishes guidance on how benefits are reimbursed once a claim is approved, including what an acceptable invoice must show and how often billing should be submitted. Representatives acting for the insured generally need authorization on file before the carrier will discuss the claim with them.

    Where John Hancock claims most often stall

    • Provider eligibility is treated as an afterthought and submitted weeks after care begins.
    • Invoices lack shift-level detail, so the carrier returns them for revision.
    • The adult child managing the claim has no authorization on file and the carrier will not speak with them.
    • The elimination period is misread as calendar days when the policy counts service days, or the reverse.

    What we do differently on a John Hancock file

    We prepare the provider packet at intake rather than after the first month of care, and we bill on a fixed cycle with shift-level detail. When the family has completed the carrier’s authorization form, we can respond to documentation requests directly rather than routing every question through a family member.

    What Golden Age Companions can help with

    We do

    • Providing licensed non-medical home care across Orange County
    • Supplying Home Care Organization licensing and business documentation
    • Preparing itemized invoices in the detail LTC claims require
    • Maintaining care records and caregiver shift documentation
    • Coordinating provider documentation the carrier requests
    • Helping the family organize claim paperwork and keep track of what has been sent
    • Communicating with the carrier when written authorization is provided
    • Supporting an assignment-of-benefits request when the carrier permits it
    • Maintaining documentation for ongoing reimbursement and recertification

    We do not

    • Determine benefit eligibility
    • Interpret policy language
    • Guarantee claim approval
    • Guarantee reimbursement
    • Represent the insurance carrier
    • Sell insurance
    • Provide legal, tax, or financial advice

    Golden Age Companions is a licensed Home Care Organization (License No. 304700544), not an insurance company, agency, or adviser.

    Documents a family may need

    • Policy number and insured’s identifying information
    • Carrier authorization naming the representative and, where applicable, the agency
    • Licensed health care practitioner certification
    • Plan of care
    • Provider eligibility information — license, services, supervision, tax ID
    • Itemized invoices showing dates, shift times, hours, caregiver, and services
    • Proof of payment where the policy requires it
    • Assignment-of-benefits form when the policy permits direct provider payment

    Requirements vary by policy and carrier. This list is a starting point, not a determination of what your policy requires.

    Questions to ask John Hancock

    • What is the daily, weekly, or monthly home care benefit?
    • Is this a reimbursement policy or an indemnity policy?
    • What is the remaining benefit pool?
    • Is there an inflation rider, and how does it apply?
    • What benefit trigger applies to this policy?
    • What is the elimination period?
    • Does the elimination period count calendar days or service days?
    • Does the policy require a licensed home care agency?
    • What provider documentation is required?
    • Are itemized invoices required, and in what format?
    • Is proof of payment required?
    • Is direct provider payment available?
    • Is assignment of benefits permitted?
    • How often must invoices be submitted?
    • How frequently is recertification required?

    These questions should be answered by the carrier, its administrator, or a licensed insurance professional — not by a home care agency.

    For referral professionals

    Referring a client with a John Hancock long-term care policy

    Discharge planners and care managers referring a John Hancock policyholder benefit from having the provider-eligibility packet started on day one.

    When authorized and applicable, we can provide:

    • HCO License No. 304700544
    • Provider contact information
    • W-9
    • Certificate of insurance
    • Workers’ compensation documentation
    • Care plan information
    • Itemized invoices
    • Shift documentation
    • Secure administrative communication
    • A clear, named point of contact
    Refer a policyholder

    John Hancock home care questions

    Request a policy review

    A short conversation about what care you need and what your carrier will want to see.

    For insurance and referral professionals

    Documentation packet, intake process, and a named point of contact.

    Official resources

    Information last reviewed: August 2026

    Important disclosure
    Golden Age Companions is not affiliated with, endorsed by, sponsored by, or an agent of John Hancock. Carrier and program names are used only to identify the policy a family may hold. Coverage, eligibility, benefit amounts, provider approval, elimination periods, and reimbursement are determined solely by the individual policy and its administrator. Golden Age Companions provides non-medical home care and administrative claim support; it does not sell insurance or provide insurance, legal, tax, or financial advice.