I have been trying to determine how my Mom's J Hancock LTC policy can help to pay for some of the bills that she has paid. After reading the policy it seemed she was eligible for payment. She is suffering from severe dementia which seemed to have happened in a very short time. After having places tell me that they won't accept this insurance, I began making calls. Trying to get information from J Hancock is like trying to get into Fort Knox. After a long period of time, hours on the computer and telephone, I finally got enough information that a rep would talk to me. They told me that this policy does not pay the provider of service, rather I pay out of pocket and then I am reimbursed. Okay, I could live with that. I was told that I would be sent a "Claim Initiation Kit" so they could understand her case and verify as to what she would be eligible. I, also, was told to finish it quickly as I had 30 days to complete the "kit" and return it. it took a week for me to receive the papers, so now I only have 3 weeks. The instructions state they are not looking for exact dollar amounts and that this is a preliminary set of forms for them to get started. It might as well be in French, some lines contradict other portions of the documents. It is written that if there are any errors the case will be dismissed. By the time I get everything together, I fear I won't have the time to submit it within their schedule. I think this is done so I will be frustrated and just give up. The place, where she is staying, has told me that J Hancock will not reimburse me, I will try anyway. I recommend that you just put money aside for the inevitable. In the case of my mom she has already payed an amount for the policy which would have paid all they promised to pay. I believe the insurance company never intended to pay on this policy and hoped that she would be dead by now.