CareGiver support
John Hancock offers support on how to use the CareGiver app
Frequently asked questions for the insured
Please refer to our list of frequently asked questions for the insured. If you are the provider, please refer to our list of FAQs for the provider.
1. What is the CareGiver Mobile App and how does this benefit me?
The CareGiver App is a mobile application that allows Independent Care Providers to digitally submit their session time, charges, and care provided, eliminating unnecessary paperwork, and allowing for quicker reimbursement.
2. What Information will my Independent Care Provider (ICP) have access to within the App?
Only your name and address. They will not have access to your online account or your coverage details.
3. Who can use the CareGiver app?
Any approved Independent Care Provider performing qualified home care service is eligible to create and submit care sessions using the CareGiver app, once granted access by the insured.
4. How many providers can use the app?
There is no limit to the number of Independent Care Providers who can use the app, as long as they are approved providers, granted access by the insured, and that access is not revoked
5. How do I grant permission for my Independent Care Providers to access the app?
Log in to your Long-Term Care Customer Login page at johnhancock.com/ltc, Go to the “Claims” section, click on the “Approved providers” tab and select “Grant access” next to your ICP’s name. The Independent Care Provider will receive an email invitation from John Hancock.
6. Why does my provider need to receive an email inviting them to register for the CareGiver App?
Your confidentiality is important to us. As such, your provider must verify their identity to gain access to the app. This is accomplished by sending them a registration email. Please ensure that your provider's email address is accurate before you grant access.
7. Does the email invitation link to the Independent Care Provider expire?
Invitations to register expire in 7 days. If your provider hasn't registered within 7 days of receiving the registration invite, you may re-send the invite by returning to the 'Approved Providers' tab to generate a new one.
8. What happens after the Independent Care Provider submits a care session?
You will need to log-in to your John Hancock Storefront account where you will see a notification prompting you to review the session submission.
During the review, you may select the following options:
1. 'Include an Invoice' if the charges are correct and can be submitted for review.
2. 'Needs correction' if the charge(s) need to be corrected or deleted
3. 'Save for later' if the session(s) do not need to be submitted yet
9. Will Proof of Payment be requested for care service reimbursement?
Proof of Payment will be requested for the following three reasons:
a. Provider submits a session without enabling Location Services on their Mobile Device
b. Provider submits a Manual Session
c. Provider submits a group of sessions with location services disabled, on any one of the included sessions, within the group submission
10. What if I have a different question that was not addressed here?
For additional questions, give us a call at 1-844-798-3001 Monday -- Friday 8:00am to 5:00pm EST.
Insured support
Provider support
Still have questions? Just give us a call at 1-844-798-3001. M-F 8-5 ET
John Hancock Life and Long-term care insurance products are issued by: John Hancock Life Insurance (U.S.A.) Boston, MA 02216 (not licensed in New York); and in New York by John Hancock Life Insurance Company of New York, Valhalla, NY 10595 (Life Insurance) and John Hancock Life & Health Insurance Company, Boston, MA 02116 (Long-term care insurance).
MLINY041025020-2