Need help?

You may be able to find the answer on one of our frequently visited pages.

Choose from the list below and we'll point you in the right direction.

 

If you can’t find what you’re looking for please contact us.

Please note: phoning us is the best way to get in touch, especially if you have questions about what your policy covers. We can usually get all the information we need from you and answer your enquiry – in one call.

Contact us

phone-icon Give us a call on 0800 800 181
Monday to Friday, 8am – 6pm
+64 9 356 0900 from overseas
envelope-icon Send us an enquiry
We’ll get back to you within 2 working days
phone-icon If your employer offers Southern Cross health insurance:
Call us on 0800 438 268
Monday to Friday, 8am – 6pm
phone-icon If you’re not joining through an employer:
Call us on 0800 100 777
Monday to Friday, 8am – 6pm
       
envelope-icon
Or send us an enquiry and we'll get back to you
within 1 working day

   

 

 
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Posting a claim to us?

Send it to:
Southern Cross Claims Centre
Private Bag 3216
Waikato Mail Centre
Hamilton 3240
Freepost Authority 1440

Our head office

Physical address: Southern Cross Health Society, Level 1, Ernst & Young Building, 2 Takutai Square, Auckland 1010

Postal address: Southern Cross Health Society
Private Bag 99934, Newmarket, Auckland 1149
Freepost Authority 1440

If you are unhappy with our service, our treatment of your policy or your membership of Southern Cross, you can follow the steps below.

Is your complaint about financial advice, a claim or benefit entitlement?

  1. Contact us on 0800 800 181. We will refer your complaint to the appropriate part of Southern Cross.

  2. Still not satisfied? 
    You can write to:
    Head of Member Services
    Southern Cross Health Society
    Private Bag 99934
    Newmarket
    Auckland 1149

  3. Still not resolved?
    Your complaint has reached deadlock. See the next step in the point below.

Is your complaint about our decision to cancel your policy? Your complaint is deemed to be ‘deadlocked’.

  1. You can write to the Insurance & Financial Services Ombudsman (Ombudsman) which is a free and independent service. You must write to the Ombudsman within three months of being notified by us in writing that deadlock has been reached. You can find out more information on the Ombudsman at www.ifso.nz.

    The Ombudsman’s address is: 
    Insurance & Financial Services
    Ombudsman 
    PO Box 10 845 
    Wellington 6143

Is your complaint about your membership of Southern Cross?

  1. Refer to the Rules of Southern Cross which outline a process to resolve membership disputes. You can get a copy of the Rules from southerncross.co.nz/rules or by calling us.

You can pass on the details of any suspicious health insurance claiming by:

Thanks for letting us know, and rest assured that we will do our best to ensure any information you supply will be treated confidentially.

How you can help

Below are some examples of activity which we would investigate.

  • Altered documents.
  • Claims submitted for different treatment than what was provided – e.g. for a more expensive procedure.
  • Billing for services not provided to obtain reimbursement.

Our approach

If suspicious claiming practices are suspected, the Society investigates and where appropriate takes steps to recover funds. The Society has a range of actions that it is able to take against members and providers. In extreme cases, where fraud or ethical issues are suspected, matters may also be referred to the police or an appropriate medical body.

To support our approach:

  • Never sign a blank form and leave it with anyone – even a healthcare provider.
  • Carefully check the details on invoices and your Claims Assessment Advice to ensure they match the treatment received and costs paid. Don’t be afraid to ask questions, report issues and query invoices.

 

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