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 8:00am to 5:00pm EST.

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 to Friday, 8 AM to 5 PM EST 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 to Friday, 8 AM to 5 PM EST.

Please notify John Hancock by giving us a call at 1-844-798-3001, Monday to Friday, 8 AM to 5 PM EST.

Please give us a call at 1-844-798-3001 Monday -- Friday 8 AM to 5 PM EST.