Frequently asked questions for My Southern Cross
Here is some information to help you use My Southern Cross.
Registration
What is My Southern Cross?
My Southern Cross is an online service for members of Southern Cross Health Society. Members can go to My Southern Cross for up-to-date information about their Southern Cross policy.
It allows members to access and update certain policy information. Members can update their contact details, check whether a claim has been received and processed, and view certain communications online.
Who can use My Southern Cross?
Any Southern Cross member over the age of 16 can register for My Southern Cross using his or her Member card number.
How long does it take to register for My Southern Cross?
Registering for My Southern Cross is quick and easy. All you need is your Member card number, internet access, and access to a phone number which is currently registered on your policy.
How do I register for My Southern Cross?
If you are a Southern Cross member, enter your Member card number (which you can find on the front of your Member card).
- Enter your surname.
- Select a password – this must be at least seven characters including two numbers.
- You’ll be given a PIN number on the screen.
To complete the registration, we’ll call the phone number you have registered on your policy and that you entered during the registration process.
My phone number keeps getting rejected; it says it does not match what is on my policy?
The phone number you register with must match your home or mobile phone number that we currently have in our system. If the phone numbers do not match you will be unable to complete your registration.
If this happens, please contact us to ensure we have your correct phone numbers.
I am having problems registering online, what do I do?
I have lost my Member card. How do I get a new card number?
If you have lost your Member card, please contact our Member Services team to have a new card issued.
I have more than one Southern Cross policy. Do I need to register them both for My Southern Cross?
Each policy with Southern Cross has a unique Member card number associated with it. If you have more than one policy then you are likely to have been issued with a Member card for each policy. Each Member card number needs to be registered to get access to the information for each policy.
Logging In
I have completed the registration process, now how do I log in?
At the bottom of the registration acceptance page there is a link to log in, click on
this link.
How many phone calls will I receive asking for my PIN number?
If you successfully enter your PIN number on your first attempt you will not receive any further phone calls.
If you are unsuccessful at entering your PIN number the first time, or you miss our first call, we’ll attempt to phone again two more times.
Phone calls are spaced 5 minutes apart from one another. After three attempts if we’re unable to reach you, you’ll need to restart your registration.
I have forgotten my password, what do I do?
If you have forgotten your password, you can request a new password at the My Southern Cross login page. We’ll email your new password to you. This new password will be valid for 30 days.
When you log in next you will need to change the password we sent to you. You can do this by selecting ‘change password’ from the left hand menu.
I have tried logging in but I cannot get in, what do I do?
Please ensure that you have completed the registration process. If you have completed the registration process, and continue to have issues logging in please contact us.
General
Why can’t I view the same information as the policyholder?
It is Southern Cross’ policy to send all policy communications directly to the policyholder. Only policyholders are able to view communications and claims information on My Southern Cross.
How do I access my claims information?
After you register and log in you will be able to view your claims information under My policy>My claims. You will be able to see when we received your claim and processed your claim. This applies to policyholders only.
How do I update my personal information?
To update your contact details go to ‘My policy’ on the left hand menu. You will see your current information and a link to update these details. Click on this link to change your details.
How do I change my policy?
If you would like to change your policy please contact Member Services on 0800 800 181. We’re here to help from Monday to Friday 8am to 6pm.
How do I submit my claim online?
Currently, you cannot submit claims online.
Can I access My Southern Cross from overseas?
If you have internet access and your Member card number, you can access My Southern Cross from anywhere.
How current is the information on the website?
Any updates that you make to your information on My Southern Cross are updated immediately both on the portal and with Southern Cross Health Society. Any changes that Southern Cross makes may take up to half an hour to show in My Southern Cross. You may need to log out and log back in to view changes made by Southern Cross.
I updated my details and/or changed my preferences but haven't received my notifications correctly.
There may be a slight delay between when you set your communication preferences or update your details and when we process your communications. This means that if you change your preferences or update your details around the same time as we're processing your communications, we may still be using your previous settings and contact details. But you'll find your communications in My Southern Cross as soon as they're available.
Why don't images appear in my e-mails from Southern Cross?
If you are using Gmail, select "always display images from noreply@southerncross.co.nz". This will display all images correctly.
If I update my details on My Southern Cross, will I need to contact Southern Cross and update it there as well?
No. My Southern Cross will automatically update your details held with Southern Cross Health Society.
I read the policy document and I have benefits available but I cannot see all of them on My Southern Cross.
My Southern Cross only shows benefits with annual limits. For a full list of your benefits, refer to your policy document.
I have some ‘Alerts’, what do these mean?
If you have an alert this means that we have tried to contact you through My Southern Cross either by email or text but have been unsuccessful.
Please check your details and make sure that they are up to date. If your details are incorrect or have changed, please update these on My Southern Cross.
What happens if I forget to log off?
You will be automatically timed out after half an hour of inactivity.
Why am I still getting some paper communications even though I turned this off?
Not all communications are available electronically on My Southern Cross. However, the communications that we send out most frequently are available online.
Communications available online are:
- Claims assessment advice
- Invoice communications
- Membership certificates
- Premium notifications
- Renewal communications
Do I have to change everyone’s address one person at a time?
Once you have updated your address, you will be given the option to change everyone else’s address on your policy. Please note only the policyholder can do this.
Why do you show a different address than my address for someone else on my policy?
Others on your policy can register for My Southern Cross and update their own contact details. This has no impact on your details; all communications will still go to your address if you are the policyholder.
Where can I find more information about my plan?
The Southern Cross Health Society website has more information about your plan. Please
click here to access this information.
I tried copying my contact details through to everyone on the policy and I got a success message, but it doesn’t appear to have copied over?
Please contact us by phone or email and we will update these details for you.
I asked to receive my communications by post. Why are they still available on My Southern Cross?
You will still receive all of your communications in the post. My Southern Cross gives you access to certain communications online.
Why can’t I see any options for communications?
If you are not the policyholder you will not be able to view communications online. All communications go to the policyholder.
I can’t set the options to stop receiving my communications by post. Why is this?
To stop receiving communications by post, you must have registered a valid mobile phone number, and confirmed your e-mail address. When you registered for My Southern Cross, we sent you an e-mail including a link to confirm your e-mail address. Please make sure you open the e-mail and click on the link.
I can’t find the address I’m looking for when I’m updating my address?
Please contact us and we can assist you.
There are incorrect details on my policy that I can't update on the Portal. How do I update these details?
Please fill out
this form, submit it and we will update those details for you.
I can't update my address because the system won’t accept my details. What should I do?
Please contact our Member Services team and we can update your details for you.
I was expecting a text or email notification from My Southern Cross and it hasn’t arrived. There is no alert on My Southern Cross to say why I have not received this.
If you think you should have received a text or email notification from My Southern Cross please contact us.
During what hours might I receive my text messages?
We only send text message notifications between the hours of 9am to 5pm Monday to Sunday, New Zealand Standard Time.
I am now the policyholder and am paying for the policy we have. Do I need to check the communication options selected to make sure they are correct?
Yes, you will need to check the communication options. When the policyholder changes, all options are reset to receiving communications by post unless you are currently registered on the portal and have a valid mobile phone number and email address. It would be best for you to review the settings and choose your options.
How do I contact the Member Services team?
Please contact us on 0800 800 181. Or you can email us at
info@southerncross.co.nz. We’re here to help from 8am to 6pm, Monday to Friday.
Technical
My Southern Cross has been blocked by my website blocker, how can I unblock it?
Please refer to your website blocker for specific details on how to unblock websites.
Why is the system response so slow?
A number of things may affect the speed with which you view My Southern Cross. These could be related to your modem, your ISP, or the browser you are using. For specific details on the technical requirements to view My Southern Cross, please
click here.
Why am I getting a message that says My Southern Cross is currently unavailable?
There will be times when My Southern Cross is unavailable due to upgrades and site maintenance. We’re sorry for any inconvenience caused.