--0000000000005872480634b92439 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable 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 with 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 John 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 require both the *claim number* and *policy number* to > proceed with billing. > > Thank you for helping to set these expectations early and for your > continued partnership as we work through this issue. > > -- > > Thank you, > > *Jeannie Ortiz* > > Finance Onboarding & Experience Manager | TheKey > > jeannie.ortiz@thekey.com > *Phone:* 754.231.4471 | *Fax:* 813.693.5625 > > > > > > > > --0000000000005872480634b92439 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Jeannie, Thanks for = the important update regarding the John Hancock invoice submission requirem= ents. To help us better understand the impact= and assist our teams, could