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.

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

Yes, additional John Hancock insureds can grant you access to submit care charges under their Long-Term Care claim from their online account.

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. 

You cannot make changes or delete a session until the customer reviews what was submitted for the care session you provided.

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. 

Yes, we only use your location data for verifying when and where care services were provided. Your location information is encrypted and securely stored.

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. 

You may add a session manually at any time.

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 – Friday, Eastern Time Business Hours or on the CareGiver App login page.

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 – Friday, Eastern Time Business Hours.

Please notify John Hancock by giving us a call at 1-844-798-3001, Monday – Friday, Eastern Time Business Hours.

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