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Why get health insurance
Why choose us
Member benefits
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Asoiva McKavanagh
Carole Burberry
Dylan Hohepa
John Capper
Graham Dunbar
Michelle Hohepa
Warwick Jones
Our plans
Plan comparison tool
HealthEssentials
Wellbeing One
Wellbeing Two
UltraCare
RegularCare
KiwiCare
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Cancer Assist
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For individuals
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Southern Cross in your workplace
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bloom hearing specialists
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ecostore
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Lumino
Oakley
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Healthcare finder
CareHQ
FAQs
About the consultation
Are any health concerns not suitable for a virtual consult?
How long is a CareHQ consultation?
What if I need more time?
Where can I do my consultation?
Can anyone use CareHQ?
Can I use it for my children?
Any tips for a great consultation experience?
How does the GP know what's wrong if they can't see me in person?
How does it work if my CareHQ GP says I need a physical examination?
How many virtual consultations can I book?
What if Im not happy with the consultation?
Can I book for my family members?
Can I order my prescription through CareHQ?
Can I use CareHQ for any medical need sickness or injury?
Do I need to enrol or register with CareHQ?
Are CareHQ GPs trained in New Zealand?
How do I start my virtual appointment?
Can I book a follow-up consultation?
What happens at the end of the consultation?
Who can I see?
Will I see a registered medical professional in my consultation?
Can I see a GP now or can I book ahead?
Is my usual GP signed up to CareHQ?
Will my regular GP be informed about my CareHQ consultation?
I'm a Southern Cross member, do I have to have the My Southern Cross app to access the service?
Can I book a follow-up consultation?
Price, claims, payment and cancellations
Are Southern Cross members charged for a consultation?
Can I cancel or change my appointment?
I have GP visits on my Southern Cross health insurance plan, how do I claim for this?
Other frequently asked questions
Are my consultation details shared with Southern Cross?
Can I order my prescription through CareHQ?
I'm an international student - can I use CareHQ?
I'm a Southern Cross member, do I need to enrol or register with CareHQ?
Why do I have to use the My Southern Cross app to access CareHQ?
Technical support
Can I access a CareHQ consultation outside the My Southern Cross app, such as via laptop?
Can the GP help if there's a technical problem?
Should I test the Wi-Fi connection before my consultation?
What is the minimum phone or tablet requirements for a CareHQ consultation?
Results
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Glossary of terms
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Wellbeing
Business
Success stories
Unison Networks
Beca
Clelands Construction
Cardrona Alpine Resort
Dad's Pies
Ravensdown
Jade Software
A J Saville Construction
University of Canterbury
Cure Kids
Primero Profiles
Weleda
Mike Greer Homes and SOPM
Canary Enterprises
Potter Interior Systems
Kimberly-Clark
Maskell Productions
New Zealand Tube Mills
Northpine Ltd
Wayfinder Awards
Wayfinder Awards Categories
Wayfinder Awards Judges
Request a callback
Health professionals
Affiliated Provider programme
Become an Affiliated Provider
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Standards and guidelines
Facility standards
Behaviour guidelines
Provider technical information
Provider Web browser support
Securing member information
Provider Web updates
Telehealth information for providers
GP and allied health
Easy-Claim
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Health technology assessment
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FAQs
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About my Policy
Am I covered for physiotherapy?
Am I covered for visits to a dentist?
Am I covered for visits to an optometrist?
Can I add an excess to my policy?
Can I get a copy of the information I provide to Southern Cross?
Can I put my policy on hold if I go overseas?
Can my pre-existing condition(s) be reviewed?
Can people on my policy be on different plans?
Do I have to pay for Cancer Cover Plus separately?
Does my policy cover my pre-existing conditions?
How can I add Cancer Cover Plus?
How can I change my policy?
How can I check what’s covered under my policy?
How do I change my name?
How do I remove someone from my policy?
How do I update my contact details?
I want to review my plan
Is my healthcare service covered?
What age-range does Southern Cross consider a ‘child’?
What is Cancer Cover Plus?
What is my claims anniversary?
What plan options do I have?
What's the maximum age a child can be on my policy?
Who can buy Cancer Cover Plus?
Why do I have pre-existing conditions listed on my membership certificate?
Why don't you cover some healthcare services and health technologies?
Billing and renewals
Can I add my payments for Critical Illness or Cancer Assist to my health insurance payments?
Can I pay my premium by automatic payment?
How can I make a one-off premium payment?
How can I set up credit card payments?
How can I tell if my policy is in a work scheme?
How can I tell what discounts I am receiving?
How do I find out what my work discount is?
How do I set up a direct debit?
How does a renewal work?
How much does the premium go up each year?
I don’t claim very much – do I get a discount?
If ACC decides to reimburse the costs for a treatment that Southern Cross funded due to ACC's original decline, will my low-claims discount be reviewed?
I've got my renewal notification, do I need to pay my new premium now?
I’ve overpaid my premiums, what can I do?
What discounts do I get?
What payment methods do you offer?
Why can't I see my direct debit discount in my premium breakdown?
Why is the low claims discount assessed over 2 years?
Will my premium payments ever come out on a weekend or public holiday?
Claiming
Can I claim my ACC surcharge
Can I claim on my day-to-day benefits straight away
Can I receive my claims refund payment to a credit card
Can I submit old claims
Do you cover support equipment like crutches and wheelchairs after a surgery
Does the policy cover me overseas
How do I claim for the Being Active benefit
How do I know if my claim was paid?
How do I make a claim
How long do I have to send in my claim
What are the eligibility criteria
What can I claim under the travel and accommodation allowance
What do I do with the invoices I have received for my healthcare service
What do I need to do if I dont agree with a claim outcome
What do I need to provide when submitting a claim?
What do you mean by lifetime allowance
What is covered by the allergy services benefit
What is covered under the Being Active benefit?
What is the 6 month rule
What is the List of Prostheses and Specialised Equipment?
Whats the difference between prophylactic treatment and health screening?
When will my claim be paid?
Where can I find a claim form
Who can make a claim?
Joining Southern Cross
After joining can I cancel my policy at any time
After joining, when can I start claiming on the policy? Is there a stand-down period?
Can I add my family online?
Can I change my answers on my insurance application?
Can I change my answers to the Healthy Lifestyle Reward questions?
Can I transfer my insurance from an overseas provider?
Can Southern Cross see my information as I'm entering it online?
Can’t you just get my health information from my GP?
Do I need to complete a medical examination when I apply?
Do you cover obstetrics?
Do you cover orthodontic treatment?
Do you have plans that only cover dental treatment?
Do you need the exact date of when a condition first started?
Does Southern Cross keep the information I enter in the application if I decide not to go ahead?
How do I add Critical Illness or Cancer Assist?
How do I add someone to my policy?
How long is the contract for?
I can’t remember who my sales consultant is, how do I find out?
If I put an excess on my policy how does it work?
If I stop my application part-way through, can I access it or do I have to start again?
What are general exclusions?
What cover for specialist consultations does Wellbeing One provide?
What do you mean by a 'qualifying' pre-existing health condition?
What do you mean by pre-existing health conditions?
What happens after I submit my application?
What is Cancer Assist?
What is shared cover?
What is the Healthy Lifestyle Reward?
What is the minimum age to apply for health insurance?
What plans cover pre-existing health conditions?
Where can I get a quote?
Why do you have to be eligible for public healthcare to get Southern Cross health insurance?
Why do you need to collect so much health information in my application?
My Southern Cross and app
My contact details keep getting rejected during My Southern Cross registration - it says they don't match what's on my policy?
Do I need Adobe Reader® to use the Southern Cross website?
Do I need an up-to-date browser or operating system to use My Southern Cross?
Do I need to keep my original receipts?
Does the app use much data?
How can I receive my communications online?
How do I download the My Southern Cross mobile app?
How do I register for My Southern Cross?
How do I sign into the mobile app?
How do I verify my email address?
How secure is your site?
How should I take photos of my documents?
How soon will changes I make appear in Recent activity?
If I have more than one policy, do I have to register both for My Southern Cross?
I'm connected to the internet but the app is saying I'm offline?
I’m having problems registering to My Southern Cross. What do I do?
I'm not receiving my one-time password to sign into My Southern Cross mobile app?
I’ve forgotten my password, how do I reset it?
I’ve forgotten my username, how can I get hold of it?
What are cookies and why do you use them?
What can I do to protect my privacy on My Southern Cross?
What can I use the app for?
What do I need to know before claiming or requesting Prior Approval in the app?
What happens if I change my contact email address?
Where can I find my communications online?
Who can make a claim using the app?
Why am I still getting some letters in the post even though I turned them off?
Why can't I use My Southern Cross anymore?
Why do I have to set a long password for My Southern Cross?
Why do I need to create a PIN for the My Southern Cross app?
Why do I need to register for My Southern Cross to use the app?
Why do I need to verify my email address?
Why do my friends and family have a different sign in process for the app?
Why haven't I received my verification link?
Why is the sign in process for the website and the mobile app different?
Seeing a healthcare provider
Do I need to pay for my healthcare service on the day
How do I find an Affiliated Provider?
How do I know if my Affiliated Provider has applied for prior approval?
How do I request prior approval?
There's no affiliated providers in my area for the treatment I need. What do I do?
What do I do if I have a prior approval and my healthcare service date changes?
What do I need to have on hand when I request prior approval
What is an Affiliated Provider?
What is an Affiliated Provider only service?
When do I need to request prior approval?
Results
Contact us
ACC Assistance
Add a member
Additional support for vulnerability
Annual General Meeting
Authorised caller
Billing and payments
Cancel cover
Change cover
Changing employer
Claiming and cover
Complaints
Enduring power of attorney
Financial hardship
Give a compliment
My Southern Cross
Overseas suspension
Review your pre-existing condition(s)
Special hours
Suspicious activity
Suspicious activity form
Unacceptable member behaviour policy
Updating contact details
Special hours
Financial strength, Solvency and Legal
Secure file transfer
