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Contact us

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Have a general enquiry?
Give us a call on 0800 800 181 or +64 9 979 9212 Monday to Friday, 8am to 6pm. 

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Need to request cover or prior approval for treatment?
Login to My Southern Cross to do this online, or call us on 0800 800 181.

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Want to add a family member to your policy?
If your insurance is through your employer call us on 0800 438 268, otherwise call us on 0800 100 777. Monday to Friday, 8am to 6pm.

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Need to update your contact details?
You can update your details anytime via the app or My Southern Cross, or call us on 0800 800 181.

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Help with My Southern Cross
We’ve updated My Southern Cross. To keep it safe and secure for all our members it’s designed to be used with maintained software.


You can also visit our help pages to get answers to frequently asked questions including queries about My Southern Cross or any other general enquiries.

You can also send us a general enquiry here. We'll aim to get back to you within two working days.

ICONS_CONTACTUS_Phone If your employer offers Southern Cross health insurance:
Call us on 0800 438 268 Monday to Friday, 8am to 6pm.
ICONS_CONTACTUS_Phone If you’re not joining through your employer:
Call us on 0800 100 777 Monday to Friday, 8am to 6pm.
ICONS_CONTACTUS_Phone Prefer us to give you a call back?
Click here to get one of our friendly team to give you a call.
contact us - claims icon Posting a claim to us?
Send it to:

Southern Cross Claims Centre
Private Bag 3216
Waikato Mail Centre
Hamilton 3240
Freepost Authority 1440
contact us - office icon Our head office
Physical address:

Southern Cross Health Society
Level 1, Ernst & Young Building
2 Takutai Square
Auckland 1010
contact us - postal address icon Our head office
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 or use our Online Complaints Form. 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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Media enquiries

If you are a member of the media and have a query for Southern Cross Health Society, please contact our Communications & Brand Team.