Telehealth Benefits

Telehealth means using technology such as a phone or a videoconferencing app to conduct an appointment with a health provider such as your general practitioner (GP), physiotherapist or psychologist.

As long as these services are available on your level of extras cover and you meet any conditions required to use them, you can now access benefits for telehealth consultations, up to your annual limit, for the following:

  • Physiotherapy
  • Exercise physiology
  • Speech therapy
  • Antenatal and postnatal classes
  • Psychology
  • Occupational therapy
  • Dietetics
  • Diabetes education consultations


When do the telehealth benefits apply?

  • The telehealth consultation benefits above (except for Physio) apply from 1 April 2020 to 31 March 2021.
  • Telehealth physiotherapy consultation benefits apply from 14 April 2020 to 31 March 2021.


How do I claim telehealth benefits?

You’ll need to pay for the service upfront, and then lodge your claim for benefits to be paid back into your nominated bank account. You can lodge your claim:

Online – log in here or you can upload it here

Please note that HICAPS is unable to be used for telehealth services.


Why have telehealth benefits been introduced?

While social distancing measures are in place, it’s important that our customers can continue to receive treatment during this time.

Telehealth consultations are safe, effective and are the right thing to do to reduce infection rates in our community. They provide customers with continuity of care from the safety of their homes.


Are there any conditions for telehealth consultations? 

  • To be eligible for telehealth benefits, your extras cover must include the relevant treatment type, you must have satisfied any relevant waiting periods and you must not have reached your annual limit for the relevant treatment type.
  • You can check which services you’re covered for by logging into your online account. Benefits for telehealth treatments are the same as the benefits you would ordinarily be entitled to for face-to-face treatment other than for physiotherapy services provided by Kieser. As such, out-of-pocket costs may apply.
  • A telehealth consultation will only be provided where it is safe and clinically appropriate, so please check with your provider to see if this is something they're able to do.
  • Benefits for telehealth services will be available until 31 March 2021, however we'll continue to assess the pandemic situation to determine if we need to extend this date.


How do I find a provider?

If you’ve already have a regular health service provider, check with them first to see whether they’re able to offer a telehealth consultation for your next appointment.

If you’re looking for a new health service provider offering telehealth consultations, use one of the search tools below to help connect you with telehealth providers across the country:

Australian Physiotherapy Association
Australian Psychological Society
Exercise and Sports Science Australia
Occupational Therapy Australia
Speech Pathology Australia
Dietitians Association of Australia
Australian Diabetes Educators Association