CareGiver support
John Hancock offers support on how to use the CareGiver app
Frequently asked questions for the Independent Care Provider (ICP)
Please refer to our list of frequently asked questions for the provider. If you are the provider, please refer to our list of FAQs for the insured.
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. Why can't I register using the email invite?
Registration invites expire after 7 days. If you have not yet registered within this timeframe, ask your client/patient (Insured or their Legal Representative to re-send the invite through their Long-Term Care Customer online account at johnhancock.com/ltc
3. Can I use the app for more than one customer?
Yes, additional John Hancock insureds can grant you access to submit care charges under their Long-Term Care claim from their online account.
4. What happens after I submit a care session?
Once you submit a care session, the Insured or Power of Attorney will be required to log into their Long-Term Care Customer account at johnhancock.com/ltc where they will see a notification to review the submitted session. They will be provided the option to either approve the session or send it back for correction.
5. Can I make changes or delete a session after I submit it?
You cannot make changes or delete a session until the customer reviews what was submitted for the care session you provided.
6. Why does the app need access to my precise geolocation data?
We will use your location data and precise geolocation to better verify when and where services were provided This helps reduce billing errors and gets you paid promptly.
7. Is my privacy protected if I grant Location permissions on my Mobile Device?
Yes, we only use your location data for verifying when and where care services were provided. Your location information is encrypted and securely stored.
8. What happens if I don’t grant location access?
You can still use the basic functions of the app without granting permission to access your location data. We highly recommend you do as without it, there might be delays in processing your invoices.
9. What happens if I forgot to bring my phone when I visit a client/patient?
You may add a session manually at any time.
10. What if the mobile device that I use the app on is lost or compromised?
If you have access to another Android or Apple device, we encourage you to first use the “Find My Device” function on the secondary device.
If you do not have a secondary device, please notify John Hancock immediately if the mobile device upon which the CareGiver app is stored is lost or stolen, or if you suspect any unauthorized use of your account. You may also reset your password by contacting 1-844-798-3001, Monday to Friday, 8 AM to 5 PM EST or on the CareGiver App login page.
11. How can I terminate my CareGiver Mobile application user account?
If you wish to terminate use of the CareGiver Mobile application, please notify John Hancock by giving us a call at 1-844-798-3001, Monday to Friday, 8 AM to 5 PM EST.
12. What if I need to update my email address or if I no longer have access to the email account associated with the CareGiver mobile app.
Please notify John Hancock by giving us a call at 1-844-798-3001, Monday to Friday, 8 AM to 5 PM EST.
13. What if I have questions that aren't addressed here?
Please give us a call at 1-844-798-3001 Monday -- Friday 8 AM to 5 PM 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).
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