How we're supporting you during coronavirus

Here’s how is helping out.

In these tough times, it’s more important than ever that we support each other. Here at, we’ve put our 1 April premium increases on hold for the next six months.

This is in line with the industry announcement from Private Health Australia, and we’re fully supportive. It’s a great initiative. It means we can focus on supporting our customers as much as possible when they need it, so we can all get through this challenging time together.
This postponement will be automatically applied to your policy, so you don’t need to do anything. If we do need anything else from you, we'll be sure to get in touch as soon as possible.

For our Customers:

As of 6pm AEST on Friday the 20th of March, our phone services have been temporarily suspended due to the impact of coronavirus. This is to protect the overall health of our workplace, our staff, their friends and family, and to make sure we’re able to continue looking after our customers throughout this uncertain period.

Although the phones will be down, we’re switching our phone teams into the digital channels, so your best option is to use the livechat function here on our website, or get us via email through our contact form. Opening hours will remain the same. We’ll be here from 8am to 6pm AEST to assist you with any questions or queries you may have. We’re still processing your claims—that’s what we’re here for—so feel free to submit those online.

For our Medical & Hospital Providers:

Please note – If an Online Eligibility Check (OEC) is flagging as Eligible Subject to conditions, you must ensure you contact the fund to clarify excess or co-payments amounts applicable, exclusions/restrictions, financial status, level of cover.

When emailing us, please copy and paste the below template to ensure we have all of the relevant information for us to respond in a timely matter.


  • Provider Name:
  • Provider Number:
  • Provider Phone Number:
  • Provider Email Address:

  • Membership Number:
  • Member Full Name:
  • Member DOB:

  • Date of Service:
  • MBS Item Numbers:
  • Presenting Illness Code:
  • Notes: (i.e. Further information regarding your enquiry)

One of our team members will get back to you within 72 hours. If you have any urgent enquiries, please refer to our Live Chat function on our website.

For all hospital related enquiries please email directly to [email protected] .
For all medical related enquiries please email directly to [email protected] .

Please be aware we are unable to produce remittances for hospital or medical claims at this time. If you would like to request a remittance, please email [email protected] with the provider number, date you received payment, and the amount.

Looking for the Australian Government’s COVID-19 website? Head to .

From all of us here at, we urge you to look after yourself, and take all the necessary measures to keep you and your family healthy and safe.