Need help?

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:

• calling our toll free number 0800 420 055
• or emailing fraud@southerncross.co.nz

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.