How do I check the status of my claim?

Important notice:

On 1 July 2021, will join Frank Health Insurance. 24 June is the last day to submit outstanding claims and update your address with

Claiming and the online member area are unavailable from 25 June onwards. You can claim again with Frank from 1 July 2021. 

Learn more about upcoming important dates that will affect claiming here.





Now, back to what you came here for: How do I check the status of my claim?


You can check your claim history once you login (until 24 June 2021).

Extras Claims

Your HICAPS or HealthPoint claims (where you've used your card on the spot) will be visible in your claim history immediately. They will generally remain at a “pending” status until the next business day, when the next round of payments will be made. At this point, the status will change to "paid".

If you uploaded your receipts via our website, your claim will get placed in a queue to be processed by one of our claims assessors. Your claim won't show up on your policy until this happens, which can take up 10 days from when it's uploaded.
Medical Claims

Often, your doctor will send your claim directly to us. If this was done via Medicare’s "electronic system", then your claim goes straight onto your claims history. Alternatively, your Doctor may submit an invoice and a claim form manually, but still request a direct payment. When this happens, your claim will appear within 21 days.

Finally, if you have submitted your Medicare Statement of Benefit, we'll process it for you within 10 business days of receipt.
Hospital Claims

The hospital is responsible for making a hospital claim. They'll send this directly to us on your behalf, and it will appear in your claims history within 28 days of us receiving it.

(Important to remember, though: sometimes hospitals wait a month or more after your admission before even submitting the claim, so don't hold your breath.