--000000000000d1be010634b9713b Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Maryellen, There is no specific form required from John Hancock. However, we do request this information on the LTC initial intake. If you have new clients who come in with John Hancock, please make sure they understand that a claim number is required for invoice submissions. This typically means that a claim needs to be opened. If you receive calls from clients regarding late submissions or any questions, please inform them that we are addressing the issue. My team will contact John Hancock directly to obtain the necessary claim numbers. I can provide a list of clients if needed. On Fri, May 9, 2025 at 3:40=E2=80=AFPM Maryellen Luera wrote: > Hi Jeannie, > > Thanks for the important update regarding the John Hancock invoice > submission requirements. > > To help us better understand the impact and assist our teams, could you > please provide a spreadsheet or list of the 98 clients affected, along wi= th > the offices they are associated with? > > Additionally, would it be possible to get copies of the forms that John > Hancock requires? This would allow our Success Managers to ensure new Joh= n > Hancock clients complete them during their initial assessment. > > Thanks so much! > > Best regards, > > Maryellen > > *Mary Ellen Luera* > > Market Lead | TheKey > > Mobile: 408.313.8939 > > Office: 408.356.0127 > > > > > > > > > > > On Fri, May 9, 2025 at 10:51=E2=80=AFAM Jeannie Ortiz > wrote: > >> Good Day, >> >> I want to share an important update regarding *John Hancock *(JH) >> clients and the information required for invoice submission: >> >> John Hancock now requires all clients to enter a Policy and Claim Number >> into their submission portal to submit invoices. Previously, only the >> policy number was needed. >> >> Currently we have, >> >> - *46.9%* of JH clients do not have a claim number on file. >> - >> >> *29.7%* of JH clients have declined to sign a HIPAA authorization. >> >> Our team will actively work to obtain the missing claim numbers directly >> from clients or John Hancock. However, please keep in mind that without = a >> signed HIPAA authorization, our access to this information is limited. >> Additionally, some clients may not know their actual claim number. >> >> We want to emphasize the following: >> >> *Without both the claim number and policy number, we will not be able to >> submit invoices for these clients.* >> >> This currently affects *98 clients* and will result in delays in >> reimbursement until the required information is received. >> >> To address this, the *Start of Care team* will contact the clients and >> John Hancock directly to obtain the missing claim numbers. Please be >> advised, however, that this process will take time, and there will be >> delays in invoice submission for impacted clients. >> >> Going forward, we ask that you *clearly inform all new John Hancock >> clients* that we re