Caregiver & Family FAQ

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Caregiver FAQ

Q: How do I start using the AssuriCare mobile app?

To use our mobile application (available for iPhone and Android devices), make sure that AssuriCare has your email address and mobile phone number. You will receive an invitation from AssuriCare via text message, which will give you a link to download the mobile app from the App Store (iPhone) or Google Play (Android) and a temporary password for your first log-in. 

If you have not yet received this invitation, please call 844-277-8742 to confirm your contact information and get an invitation link via text message.

Download the AssuriCare app at the App Store or Google Play

Click here for instructions on getting started

Q: Where is my temporary password?

If you received the invite via text message, your password will be included in the message. You will see the following:

-- This message is from AssuriCare. We invite you to begin using the AssuriCare timecard mobile app for iPhone and Android. To log in to the mobile app, use the email address we have on file as your username, and the following code as a temporary password: transfers
-- Text STOP to opt out of future text communications.

If you choose the “forgot password” option via the login page of the mobile app, you will receive an email with a temporary password. Please note that the email will reference LTCfastpay. You will see the following:

You have recently requested a new password for LTCfastpay from the mobile app. To confirm this operation and complete the process please login using your new temporary password: checkout

Q: What are the ADLs / IADLs definitions?

Check out our ADL / IADL Definition Guide. Our guide is also available in Spanish. (Nuestra guía también está disponible en español).

Q: How can I report mileage?

If your client has agreed to reimburse for mileage, the app will prompt you to enter mileage on each shift. Otherwise, you will not have the option to record mileage. Talk with your client about allowing mileage. If they agree to reimburse, have them call us to set this option up.

Q: I forgot to check in or out. How can I correct this?

If you are unable to complete a check-in or check-out using the app, call our customer service line at 844-277-8742 and select the Timecard Update option from the Caregiver menu. The menu will then prompt you to input your 6-digit caregiver ID and to select what kind of change you need to make.

Q: How can I update a shift (e.g. change the check in, update ADLs)?

Updating your shifts is easy in our app. See the screenshots below for instructions on how to make updates.

Q: When should I contact AssuriCare?

To ensure you remain up to date on all our communications, particularly year-end tax communications if you receive payments through AssuriCare, please notify us if the following changes:

· Your email address
· Your cell phone number
· Your mailing address
· Your legal name  

Q: What if I got a raise?

We require that your client calls us to tell us your new rate. Follow up with your client and ask them to call and notify us.

Q: I’m a licensed nurse and interested in performing assessments.

Great! Please email assessments@assuricare.com with your interest. Our Assessments team will get in touch with you on what the requirements are and how to get set up.

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Caregivers Receiving Payment FAQs

Q: I am new to AssuriCare. What documents do I have to fill out to receive payments?

This depends on whether you are an Independent Provider (1099) or Household Employee (W2 - taxes are taken out of your payments). If you are unsure on what type of provider you are, please call us at 844-277-8742.

For Household Employees, complete all of the forms in our HHE Caregiver Package. The forms include:

· W-4
· I-9
· Direct Deposit Authorization 

For Independent Providers, complete all of the forms in our EPIC Caregiver Package. The forms include:

· W-9
· Direct Deposit Authorization

Q: What if I do not have a bank account?

You may use a prepaid debit card that has an account and routing number - we do not send out paper checks. You will still need to complete a Direct Deposit Authorization Form with the account and routing number from the prepaid debit card.

Q: I believe I have a payment issue. What should I do?

Check your account to see if you have received your direct deposit. If you have not received your payment, call your bank and speak with the ACH department to confirm whether they see a pending transaction. If there is no pending transaction with the ACH department, please call us at 844-277-8742.

Q: How do I update my direct deposit info?

Complete the Direct Deposit Authorization Form and submit it to us via email at paymentsupport@assuricare.com or via fax at 781-373-3649.

Q: What year-end tax documents will I receive?  

This depends on whether you are an Independent Provider (1099) or Household Employee (W2 - taxes are taken out of your payments). If you are unsure on what type of provider you are, please call us at 844-277-8742.

If you are an Independent Provider who received over $600 in payments and your client elects to issue a 1099, you will receive a 1099. If your client does not elect to issue a 1099 or you did not receive more than $600, you will still be emailed a Year End Caregiver Summary Report, which will detail all the payments you received.

For Household Employees, you will be issued a W2.

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3. Family FAQ

Q: How do I enroll in AssuriCare?

Please call us at 844-277-8742 and we will be happy to help you enroll in our system.

Q: What if I am unable to find the email you sent me?

Please check your junk or spam folder for this correspondence. If you are still unable to find it, please call us at 844-277-8742.

Q: What do I do if I forgot my password?

On the login page to your portal, you will see a “forgot password” option underneath the password field. Please click on this and there will be a field to enter your email address. Enter your email address and click the Retrieve Password button. You will then receive an email with your current password to proceed with logging in.

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