CareGiver support
To help avoid potential delays, please refer to the following guidelines.
Guidelines to submitting proof of payment for sessions submitted via the CareGiver App
John Hancock requires that Proof of Payment be attached to invoices that include care sessions with missing location information.
When is Proof of Payment required?
When submitting CareGiver sessions for reimbursement, and your Independent Care Provider checked in and checked out with location service disabled, or created sessions in the past, then proof of payment will be required. View our Proof of Payment Guidelines to learn more about different types of Proof of Payment.
When is Proof of Payment NOT required?
When submitting CareGiver sessions for reimbursement, and your Independent Care Provider (ICP) checked in and checked out with location services turned on, then Proof of Payment is not required. View our Location Settings Guide to learn more about CareGiver location services settings.
Examples of Proof of Payment
The following list are acceptable forms of payment. Please note that your payment must be a completed transaction (i.e., not pending) and must clearly include the name of the provider to whom the payment was made as well as the name of the individual who made the payment.
Cashed or deposited checks
Submit the front (and back, when available) of the deposited/cashed check, clearly showing the check being made payable to caregiver. The image must include the transaction details, and can usually be found in on bank statement.
Cashier’s check or money orders
Complete, clear image of the front of the check/ money order made out to the care provider.
Electronic payments/transfers
Includes transactions made throughs Venmo, PayPal, and Zelle.
Credit card/bank statements
Includes documents that show payment details made to your Long-Term Care provider.
Key reminders
- Payments made in cash cannot be verified and are not reimbursable. This includes checks written to cash.
- If you are providing documentation (e.g., cashed/deposited checks, banking transactions, etc.) that includes information that does not pertain to the reimbursement, you may redact (i.e., cross out or blur) any irrelevant details.
- Submitting invalid or inadequate proof of payment, whether paid to the wrong party, an invalid payment method, or lacking information, may result in delay, denial or revocation of reimbursement.
- Discrepancies between the invoice amount and supporting proof of payment may cause processing delays.
- Payment date must be on or after the last date of service for reimbursement.
Insured support
Provider support
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