CareGiver support

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.

Only your name and address. They will not have access to your online account or your coverage details.

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.

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

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.

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.

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.

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

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 

For additional questions, give us a call at 1-844-798-3001 Monday – Friday, Eastern Time Business Hours.