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Frequently asked questions

Where do I get a claim form?

You can download a claim form here ► or from My Southern Cross register or login here ►. You can also call 0800 800 181 and we’ll send one out to you.

When will my claim be assessed?

Your claim will take approximately one to two weeks to be processed. Once it has been processed you will be sent a claims assessment advice which will detail how your claim has been assessed.

How do I change my address with you?

You can update your contact details online at My Southern Cross. Register or login ► or by calling 0800 800 181.

What is My Southern Cross?

My Southern Cross is an online service you can use to see details of your policy, update contact information, choose to view communications online and receive email or text alerts to track your claims. All you need is your Member card number, internet access and access to a phone which is currently registered as a phone number on your policy. Click here to register ►.

My credit card has expired, how do I change my number with you?

To update your credit card details you will need to complete a new recurring credit card form which can be downloaded here ►. We need 13 working days to set up a new deduction, if we do not receive your new form in time the following deduction may be higher than your usual amount. Please email us at info@southerncross.co.nz or call us on 0800 800 181 if you would like to know more.

My bank account has changed, where can I get a new direct debit form?

A new direct debit form can be downloaded here ► or by calling 0800 800 181. Please note that it can take 13 working days for a new account number to be loaded; if your form is not received in time the following deduction may be for a higher amount.

I have a pre existing condition listed on my membership certificate, how do I know if this is covered or not?

Where a pre existing condition is listed on your membership certificate please read the status next to it. A pre existing condition is excluded from cover if “exclusion applies” appears next to the condition. A statement such as “(your plan) limits apply as a group concession” means that your pre existing condition is covered to the plan specified. Please call us on 0800 800 181 if you would like to know more.

What is my claims year?

Your claims year is the first 12 months following the policy start date and each successive 12 month period from your claims anniversary date. Benefits with an annual limit renew at the claims anniversary. Your claims year will change if you make a change in the type of plan you have. The new claims anniversary date will be the effective date of that plan change and is shown on the membership certificate you are sent when joining Southern Cross or making a plan change.

Why do I have to put my symptoms or condition on my claim form, what does this mean?

The reason Southern Cross asks for the symptoms or condition that caused you to visit a doctor or receive a treatment is so that your claim can be accurately assessed. We need to be able to see if these symptoms or conditions are covered by your policy and that they aren’t related to a pre-existing condition or to a general policy exclusion. Under the heading “Conditions/symptoms” on your claim form we need you to tell us what led you to visit your doctor or receive a particular treatment. Symptoms could range from bad cough to sore foot, to shortness of breath.

What happens if I have an accident?

If you have an accident ACC is your primary insurer for any treatment, including prescriptions, relating to the accident. You must contact ACC prior to contacting Southern Cross. If ACC decline to pay for your treatment or there are shortfalls in cost that you have to pay, you are welcome to contact Southern Cross who will then assess whether any cover for this is available under your plan.