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We’re with you New Zealand


The health and wellbeing of our members is at the heart of everything we do. We have been with Kiwis for their health for over 60 years, and we’ll continue to be with you during this time.


We’ve returned $50 million in support

Hear from our CEO, Nick Astwick about this pledge >

We recently pledged to return $50 million to support our members and business customers as part of our response to the COVID-19 pandemic. This pledge has now been applied as a credit to all eligible health insurance policies that were in place on 1 April 2020. We’re currently in the process of advising policyholders of their premium credit details – you can expect to receive yours within the next couple of weeks.

As a New Zealand not-for-profit friendly society, we have no shareholders or overseas owners, so our focus is on the best interests of our membership and business customers.

It’s the right thing to do and another way we’re with you during this tough economic time.

For more information on our premium pledge, read our FAQs below.

We’re with you New Zealand

The health and wellbeing of our members is at the heart of everything we do. We have been with Kiwis for their health for over 60 years, and we’ll continue to be with you during this time.


We’ve returned $50 million in support

We recently pledged to return $50 million to support our members and business customers as part of our response to the COVID-19 pandemic. This pledge has now been applied as a credit to all eligible health insurance policies that were in place on 1 April 2020. We’re currently in the process of advising policyholders of their premium credit details – you can expect to receive yours within the next couple of weeks.

As a New Zealand not-for-profit friendly society, we have no shareholders or overseas owners, so our focus is on the best interests of our membership and business customers.

It’s the right thing to do and another way we’re with you during this tough economic time.

For more information on our premium pledge, read our FAQs below.

See Nick’s first update for members >
If you’re a business, visit our business COVID-19 web page.
If you’re an Affiliated Provider, visit our provider COVID-19 web page.
See Nick’s first update for members >
 
If you’re a business,
visit our business COVID-19 web page.
 
If you’re an Affiliated Provider,
visit our provider COVID-19 web page.

See Nick’s first update for members >
 
If you’re a business,
visit our business COVID-19 web page.
 
If you’re an Affiliated Provider,
visit our provider COVID-19 web page.

See Nick’s first update for members >
 
If you’re a business,
visit our business COVID-19 web page.
 
If you’re an Affiliated Provider,
visit our provider COVID-19 web page.

With you during financial hardship 

We have also expanded our financial hardship options to support those who need it most. Find out more in the FAQs below.

To make a request, please contact us about your situation so we can assess what will be best for you.

If your request is urgent, you can call us on 0800 800 181.

With you during financial hardship 

We have also expanded our financial hardship options to support those who need it most. Find out more in the FAQs below.

To make a request, please contact us about your situation so we can assess what will be best for you. If your request is urgent, you can call us on 0800 800 181.

Our team is here for you

Our teams across NZ are working from home so you can continue to receive the level of care that you’re used to from us. Our customer services team is available Monday to Friday, 9am to 5pm (slightly reduced hours). We kindly ask that you only call us for urgent queries so we can be available for members who need us most. If you have questions about the premium credit, check the FAQs here. Please hold off from calling or messaging our customer service team about the credit just now, they don’t yet have specific information about your policy and the credit. If your query is less urgent, please search topics on our contact us page where we have common enquiry forms available.

We have helpful FAQs relating to COVID-19, and you can manage your policy any time in My Southern Cross.

Our team is here for you

Our teams across NZ are working from home so you can continue to receive the level of care that you’re used to from us. Our customer services team is available Monday to Friday, 9am to 5pm (slightly reduced hours). We kindly ask that you only call us for urgent queries so we can be available for members who need us most. If you have questions about the premium credit, check the FAQs here. Please hold off from calling or messaging our customer service team about the credit just now, they don’t yet have specific information about your policy and the credit. If your query is less urgent, please search topics on our contact us page where we have common enquiry forms available.

We have helpful FAQs relating to COVID-19, and you can manage your policy any time in My Southern Cross.

Our team is here for you

Our teams across NZ are working from home so you can continue to receive the level of care that you’re used to from us. Our customer services team is available Monday to Friday, 9am to 5pm (slightly reduced hours). We kindly ask that you only call us for urgent queries so we can be available for members who need us most. If you have questions about the premium credit, check the FAQs here. Please hold off from calling or messaging our customer service team about the credit just now, they don’t yet have specific information about your policy and the credit. If your query is less urgent, please search topics on our contact us page where we have common enquiry forms available.

We have helpful FAQs relating to COVID-19, and you can manage your policy any time in My Southern Cross.

Your health insurance and COVID-19

Please be assured that the terms of your health insurance cover with us have not changed as a result of COVID-19. Southern Cross will continue to pay claims for your eligible healthcare services during this time.

Acute care has always been an exclusion in our policies (acute care is a sign, symptom, condition or disease that requires immediate treatment or monitoring - i.e. emergency care in a public hospital). If you need acute care for COVID-19, it will be provided in a public hospital for free and is not covered by your private health insurance.

Testing for COVID-19 is provided at no cost through the public health system and can't be accessed privately. All the information you need from the Government is on this COVID-19 website.

Your health insurance and COVID-19

Please be assured that the terms of your health insurance cover with us have not changed as a result of COVID-19. Southern Cross will continue to pay claims for your eligible healthcare services during this time.

Acute care has always been an exclusion in our policies (acute care is a sign, symptom, condition or disease that requires immediate treatment or monitoring - i.e. emergency care in a public hospital). If you need acute care for COVID-19, it will be provided in a public hospital for free and is not covered by your private health insurance.

Testing for COVID-19 is provided at no cost through the public health system and can't be accessed privately. All the information you need from the Government is on this COVID-19 website.

You can still make claims

If you can, please submit any claims online using My Southern Cross or our mobile app. Posted claims will take us considerably longer to process than normal.

Easy-claim is still available at many healthcare providers such as GPs and pharmacies. Payment using Easy-claim can be requested over the phone – make sure you mention you want to use Easy-claim at the start of your call.

You can still make claims

If you can, please submit any claims online using My Southern Cross or our mobile app. Posted claims will take us considerably longer to process than normal.

Easy-claim is still available at many healthcare providers such as GPs and pharmacies. Payment using Easy-claim can be requested over the phone – make sure you mention you want to use Easy-claim at the start of your call.

Those who are living alone or in a vulnerable health category 

If you’re an older member, you live alone, or you need some help with managing your health insurance, now is a good time for you to ensure you have a family member or friend noted as an ‘authorised person’ for your health insurance policy. An authorised person can contact Southern Cross on your behalf to discuss your policy. To add (or change) an authorised person, send us an enquiry. Please include their name, contact phone number (preferably a mobile phone) and an email address on the enquiry form.

Those who are living alone or in a vulnerable health category 

If you’re an older member, you live alone, or you need some help with managing your health insurance, now is a good time for you to ensure you have a family member or friend noted as an ‘authorised person’ for your health insurance policy. An authorised person can contact Southern Cross on your behalf to discuss your policy. To add (or change) an authorised person, send us an enquiry. Please include their name, contact phone number (preferably a mobile phone) and an email address on the enquiry form.

Cover for video or phone health consultations  

If your GP or specialist is providing consultations by video or over the phone, these will be covered under your policy as long as you have the relevant benefit/s and they are provided according to your policy terms and conditions.  

Cover for video or phone health consultations  

If your GP or specialist is providing consultations by video or over the phone, these will be covered under your policy as long as you have the relevant benefit/s and they are provided according to your policy terms and conditions.  

Cover for video or phone health consultations  

If your GP or specialist is providing consultations by video or over the phone, these will be covered under your policy as long as you have the relevant benefit/s and they are provided according to your policy terms and conditions.  

Cancelled or rescheduled healthcare  

Prior approvals remain valid for 60 days. If you have a healthcare service rescheduled, there is no need to contact us or request a new approval so long as the new date is within 60 days of your approval being issued.  
 
If your healthcare service is cancelled, you don’t need to contact us. Your prior approval will expire if no claim is made for the service within the 60-day period. If your procedure is with an Affiliated Provider, they will request a new approval if needed.  
 
You can request a new prior approval using My Southern Cross, our app, or call us if you need urgent approval for treatment in the next 5 days. If you have any queries regarding upcoming treatment and whether you should proceed with it, speak to your GP or healthcare provider directly.

Cancelled or rescheduled healthcare  

Prior approvals remain valid for 60 days. If you have a healthcare service rescheduled, there is no need to contact us or request a new approval so long as the new date is within 60 days of your approval being issued.  
 
If your healthcare service is cancelled, you don’t need to contact us. Your prior approval will expire if no claim is made for the service within the 60-day period. If your procedure is with an Affiliated Provider, they will request a new approval if needed.  
 
You can request a new prior approval using My Southern Cross, our app, or call us if you need urgent approval for treatment in the next 5 days. If you have any queries regarding upcoming treatment and whether you should proceed with it, speak to your GP or healthcare provider directly.

Cancelled or rescheduled healthcare  

Prior approvals remain valid for 60 days. If you have a healthcare service rescheduled, there is no need to contact us or request a new approval so long as the new date is within 60 days of your approval being issued.  
 
If your healthcare service is cancelled, you don’t need to contact us. Your prior approval will expire if no claim is made for the service within the 60-day period. If your procedure is with an Affiliated Provider, they will request a new approval if needed.  
 
You can request a new prior approval using My Southern Cross, our app, or call us if you need urgent approval for treatment in the next 5 days. If you have any queries regarding upcoming treatment and whether you should proceed with it, speak to your GP or healthcare provider directly.

Travel insurance enquiries

If you have a query about your Southern Cross travel insurance, please visit www.scti.co.nz for information. 

Social media

Follow us on Facebook and LinkedIn for updates. 

Travel insurance enquiries

If you have a query about your Southern Cross travel insurance, please visit www.scti.co.nz for information. 

Social media

Follow us on Facebook and LinkedIn for updates. 

Travel insurance enquiries

If you have a query about your Southern Cross travel insurance, please visit www.scti.co.nz for information. 

Social media

Follow us on Facebook and LinkedIn for updates. 

Stay home, stay safe, stay healthy.

Frequently asked questions (FAQs)

Answers to common questions about premium credit information, financial hardship options, cover and treatment, keeping in touch with us, and general information below.

Premium credit information

In most cases the premium credit is calculated on a percentage of your annual premium as it was at 1 April 2020, and it equates to 14.4% of three months’ premium.

In some cases, due to the status of the policy, we’ve had to calculate the premium credit as a percentage of annual premium as at an earlier date, for example where the policy was on hold at 1 April 2020.

The premium credit was applied to all eligible policies on 27 May 2020. 

We are aiming to contact all eligible policyholders between Thursday 4th and Thursday 11th  to advise the details of your credit (you’ll receive this by post if we don’t have your email address, which may take longer to arrive). Please wait until you have received your advice before contacting us. If you still have questions after you’ve received this update, please send us an enquiry and one of our team will aim to get back to you within 3 working days.
The premium credit has been made to whoever the bill-payer was on 27 May 2020. This is because some policies are paid for by someone other than the policyholder (for example, employers that pay for health insurance for their employees), so the premium credit benefits the person / entity responsible for paying the premium at the time the premium credit was applied. 

This depends on how you pay your premium and the timing of your payments. 

If you pay any of your policy by direct debit or recurring credit card deduction, then the credit has been applied to your policy and will automatically change the amount of your payment/s. 

If you pay by invoice, then your invoice will reflect this. 
Keep in mind that due to timing, your next premium payment may have already been reduced (as a result of your premium credit being applied) prior to you receiving information from us about the amount of your credit.

Details of your upcoming payments are available in My Southern Cross. Please check here first and wait to receive information from us about your premium credit before contacting us.

If you pay through wage or salary deduction, then we will be in touch with your employer and advise of the amount that needs to change in your deduction (after your employer has processed the change), so you receive the appropriate premium credit. We’re working closely with our group businesses to make sure they have everything they need to apply the credit to your policy. Please allow them some time to process it, particularly if you work for a larger organisation.   

If you do not contribute anything to your health insurance premium, i.e. your employer pays for all of your premium - the premium credit will benefit the bill-payer (i.e. your employer, if they pay your bill).

We believe it’s important to support all of our members in a way that is fair and equitable. That’s why, instead of applying premium price freezes for those members whose policies renewed during lockdown, we decided to apply credits to all eligible policies, so everyone benefits. 

While claims did drop significantly during Level 4, claims are returning to normal during Level 2. Therefore, it’s important that we continue to apply increases related to the rising cost of medical procedures, and our growing health needs as we age.
We have shared the $50 million to support our membership by applying a credit to each eligible policy. It has been shared out proportionally based on a percentage of the policy premium. The amount used to calculate the premium credit is the total after any discounts (such as the low claims discount) have been applied.

As a general rule, the premium credit has been applied to all eligible health insurance policies (including Health Essentials) that were in place as at 12.01am Wednesday 1 April 2020 and were not cancelled before the premium credit was applied on Wednesday 27 May 2020. Policies where no premium is payable as a result of a specific policy benefit or a specific group arrangement are an exception to this rule.

The premium credit does not apply to the following:

  • Critical Illness policies
  • Cancer Assist policies
  • Southern Cross Travel Insurance policies
  • Southern Cross Pet Insurance policies
  • Southern Cross Life Insurance policies
We’ll be contacting all policyholders (most by email, with a small number by post if we don’t have your email address) over the next couple of weeks. We’ll also notify you in the usual way about your payments. If you’re not already, do register for My Southern Cross as this is the quickest way to receive updates and communications.
In My Southern Cross go to ‘What I pay’ to see details of your next payment. You’ll also receive an updated invoice or direct debit confirmation - we’ll let you know when this is available to view in My Southern Cross or, if you’re not registered, you’ll receive this in the post.    
In some cases, your reduced deduction will be between when the credit was applied and when you receive details from us about your premium credit.
To manage the scale of the premium credit we needed to apply it to all eligible policies on the same day - 27 May 2020. We’re now in the process of communicating the specific details of the premium credit for each policy to over 450,000 policyholders and 4,000 business customers. This needs to roll out over a couple of weeks so it is manageable for our teams, and we thank you for your patience.

This is a large undertaking, and not something we’ve ever done before. Our team are working hard to make it happen so it will take time, with the final step being rolling out communications to more than 450,000 policyholders and 4,000 business customers. 

We ask that you please wait until you get the detailed information from us about your premium credit before contacting us with any questions - you can expect to receive this in the next couple of weeks. If you still have questions after you’ve received this update, please take a look at our FAQs first. You can send us an enquiry and one of our team will aim to get back to you within 3 working days.

Your premium credit directly relates to the amount you pay towards your health insurance, and it’s been applied even when it’s a small amount of money. We did consider a threshold (for example, not paying where it was under $1) but we have opted to apply the premium credit regardless how small - this is because we committed to return a share of the pledge to every eligible policy.
Your premium credit directly relates to the amount you pay towards your health insurance, and it’s been applied even when it’s a small amount of money. As a member-based organisation, fairness and equity are paramount, so the premium credit has been applied to all eligible health insurance policies. If you’re facing financial hardship and need more support, please contact us to discuss the options we have available to help you.

In the majority of cases the premium credit was calculated on a percentage of your annual premium as it was at 1 April 2020, and it equates to 14.4% of three months’ premium. In some cases, due to the status of the policy, we’ve had to calculate the premium credit as a percentage of annual premium as at an earlier date, for example where the policy was on hold at 1 April 2020.

Your premium credit directly relates to the amount you pay towards your health insurance, and it’s been applied even when it’s a small amount of money.

In some cases, due to the status of the policy, we’ve had to calculate the premium credit as a percentage of annual premium as at an earlier date, for example where the policy was on hold at 1 April 2020.

If you pay through wage or salary deduction, then we will be in touch with your employer to advise the details of how much your premium credit is (if your policy is eligible) so you receive the appropriate amount. 

We’re working closely with businesses to make sure they have everything they need to apply the credit to your policy. Please allow them some time to process it, particularly if you work for a larger organisation. 

The premium credit was applied to the bill-payer on 27 May 2020. If you and your employer both contribute towards the policy premium, then the premium credit has been shared between you and your employer according to how much of your premium you each pay. 

We’re working closely with businesses to make sure they have everything they need to apply the credit to your policy. Please allow them some time to process it, particularly if you work for a larger organisation.  

You’ll receive details from us in the next few weeks confirming your share of the premium credit.

No, you won’t get this directly. The premium credit was applied to the bill-payer on 27 May 2020, so if your employer is the bill-payer for your policy, then your employer will have received the premium credit. It’s our way of supporting the thousands of New Zealand businesses providing health insurance to their employees - so you do benefit from this indirectly. 
We are in the process of sending all the information to your employer including details of how much your premium credit is. This will take us a few weeks from the time of applying the credit, and we’ll be working closely with businesses to make sure they have everything they need to apply the credit for your policy. Please allow them some time to process it, particularly if you work for a larger organisation.
We will be providing your employer details of how much your premium credit is (if your policy is eligible). We’re working closely with businesses to make sure they have everything they need to apply the credit to your policy. Please allow them some time to process it, particularly if you work for a larger organisation. 
The amount of premium credit that is applied to employers varies depending on a range of factors, including the proportion of premium they contribute. It’s up to your employer if they want to share this detail with you.
The credit has been applied to the policy, rather than as a payment to specific members. So, it simply reduces the next bill, for whoever pays for the policy. 
The credit has been applied to the policy, rather than as a payment to specific members. So, it simply reduces the next bill, for whoever pays for the policy. 
The premium credit applies to all eligible health insurance policies in place as at 12.01am Wednesday 1 April 2020.

This means if you took out a health insurance policy after this date you will not be eligible for the premium credit.
If your eligible policy is on hold you have still received the premium credit. It does not change the status of your policy - your policy will remain on hold until you advise us you would like to restart it, or until the end of your on hold period. When you restart paying premiums, your first payment/s will be reduced by the amount of the credit.
As a general rule, the premium credit applies to all eligible health insurance policies in place as at 12.01am Wednesday 1 April 2020 that were not cancelled before the premium credit was applied on 27 May 2020.

This means if you cancelled your policy before 27 May 2020, unfortunately you won’t be eligible for the premium credit.

However, if you cancelled your policy before 1 April 2020, or after 1 April but before 27 May 2020 and your policy was/is reinstated within 30 days, then you will be eligible for the premium credit. If your health insurance policy was in place on 1 April 2020 and you cancelled your policy after 27 May 2020, then the premium credit will have been applied to your policy and your final premium payment will have been reduced by the amount of the premium credit. Please note that the premium credit will not be paid out as a cash payment. 
No, we will not be making any cash payments.
To make this as fair and equitable as possible, we have elected to make the premium credit apply to eligible health insurance policies as they were in place as at 12:01am on 1 April 2020. 

We realise that some people will have made changes before or after this date that may have increased or decreased their premium, but we will not be revisiting the premium credit in these circumstances.
If you’d like to look at your cover options, please contact us.
If you’re behind in your premium payments for your eligible policy, you have still received the premium credit, so the amount you are behind will be less after the credit. 

You should continue to make any payments that are due. If you’re having difficulty in paying for your health insurance, please contact us so we can work through your options with you. 
Please contact us to discuss our financial hardship options.
No this will not impact any loyalty rewards or discounts such as the low claims discount. 
Essentially, we looked at the claims we would normally have paid during Alert Levels 4 and 3 and estimated the proportion we expected to be deferred versus cancelled altogether. This number is our best estimate of the value of those claims that will likely be cancelled altogether, and we pledged to return that back to eligible policies by way of a credit based on a percentage of each policy’s premium.

Now we are at Alert Level 2, our claims are returning to normal levels. 
The total amount of the pledge that we shared with members and businesses came to $50,003,826.27.
79.61% of the premium pledge was applied directly to policyholders (who pay for all or some of their health insurance personally), and 20.39% was applied to business customers who pay for all or some of their employees’ health insurance. 

We can’t say for sure, but if we continue to remain at a lower Alert Level, it’s unlikely. At Alert Level 2, private healthcare services have resumed, and claims are returning to normal levels. 

The Premium Pledge was given in response to the lower number of claims that were made during Alert Level 3 and 4, due to the limited access to private healthcare services during the lockdown.

Claims reduced significantly during Level 4, as expected due to reduced access to private healthcare services. They picked up again significantly at Level 3 and at Level 2 claims are returning to normal levels.
We’ve made this decision so it’s as fair as possible to every member and business customer of Southern Cross.

We believe it’s important to support all of our members through this tough time in a way that is fair and equitable. 

All members have the potential for being impacted whilst treatment options are limited during Alert Levels. This is not a recognition of loyalty but a very specific response to the situation experienced throughout Alert Levels 3 and 4.

This is a large undertaking, and not something we’ve ever done before. With over 880,000 members and 4,000 business customers we aren’t able to change the way we apply this premium credit for individual members. 

Some members have told us they intend to donate the equivalent amount to charity once they have received their premium credit. You may wish to do the same and donate it to a charity of your choice.  

We’ll be contacting all policyholders in the next couple of weeks with details of your credit, now that it’s been applied to your policy.

Financial hardship options

If you’ve lost your income and are no longer in paid work (i.e. lost your job or been made redundant) as a result of the impact of COVID-19, we have extended our support so you’re able to put your policy on hold for up to six months. When your policy is on hold you don’t pay premiums and you’re unable to make claims. Please let us know your situation so we can assess your request. 

If you haven’t lost your job but you’re in financial hardship we have a range of options, including putting your policy on hold for up to three months. The best thing to do is contact us so we can assess your request.
This means that you are no longer in paid work and are experiencing a total loss of taxable income.
If you’ve lost your income, you’ll need to provide a copy of the official notice from your employer (such as a letter or an email), or if this is not possible, other alternative documents suggested by us, to prove this. 

For other financial hardship situations, we’ll need some evidence to support your request – we can discuss this with you. 

Let us know your situation and we’ll be in touch about the type of evidence we require and how to provide it.
Providing proof is a normal part of applying for any type of hardship relief.
If you need to contact us urgently, you can still phone us on 0800 800 181 – Monday to Friday, 9am to 5pm. The online form helps us get the information needed to assess your hardship request and means we can deal with it faster.
We aim to get back to you within two working days. If you’re able to provide all the information we need for proof of hardship, it will help us to process your request as fast as possible.
Yes, you can restart your policy at any time during the on hold period by restarting your payments. When you restart your policy, you can start claiming from the date payments begin. Please contact us if you want to reinstate your policy early.
Yes, the special six-month relief is for members who have lost their income and are no longer in paid work (i.e. loss of job or redundancy) due to the impact of COVID-19. 

If you haven’t lost your job but you’re in financial hardship we have a range of options, including putting your policy on hold for up to three months. The best thing to do is contact us so we can assess your request.
Let us know your situation here - there are a range of options including adding an excess, downgrading your plan, or removing modules that will all help to reduce your premium.
It keeps it fair for everyone and helps us to moderate claims costs during a period of reduced premium income.
Yes, you can submit claims for eligible healthcare services provided, up to the date your policy goes on hold. The eligible healthcare service must have taken place before your on hold period starts, and it’s a good idea to submit any claims now through My Southern Cross.
If you decide to cancel your policy and re-join Southern Cross in the future, it’s important to know that you will start as a new member and will likely have to complete a full medical declaration. All previous history including any loyalty benefits will be lost and pre-existing conditions you are currently covered for may not be covered again. 

When your policy is on hold, you retain or continue to earn loyalty benefits (for example, cover for benefits or pre-existing conditions that is earnt by having your policy for a certain amount of time). You also retain all currently covered pre-existing medical conditions.
To be eligible to put your policy on hold we need to set up a direct debit so payments can restart automatically on the date your on hold period finishes. We’ll be in touch by email or through My Southern Cross before any payments are taken and to re-confirm when payments will begin again. You’ll be able to make any further changes at this point (for example, the account the payments will be made from).
We have doubled our standard hardship option from three months to six months for members who have lost their income and are no longer in paid work. We have also removed some of the rules, e.g. members no longer have to have held their policy for 12 months continuously before they can access hardship relief. 

We are closely monitoring the impact of COVID-19 on our members, and on the many businesses that provide Southern Cross health insurance to their employees and we will review options as needed.
There are a range of options available to our business customers ‒ please contact your Account Manager or Adviser in the first instance.
Please let us know about your situation so we can look at the options for you.

Cover and treatment

Southern Cross health insurance policies are designed to complement the services provided by the public health system. There is therefore no cover for acute care under Southern Cross health insurance policies (acute care is provided in response to a sign, symptom, condition or disease that requires immediate treatment or monitoring).  

For a healthcare service to be eligible for cover under Southern Cross health insurance policies, it must also be performed in private practice. Due to the nature of COVID-19, it’s unlikely that anything other than GP consultations, prescriptions or ambulance allowances (depending on the plan held by the member) would be covered. However, Southern Cross health insurance policies don’t necessarily exclude cover for treatment of medical conditions which may develop as a result of having the virus. What cover is available will depend on the terms of the policy you hold and the treatment you require.
Acute care is an exclusion in our health insurance policies – i.e. a sign, symptom, condition or disease that requires immediate treatment or monitoring (emergency care in a public hospital). This means that if you need emergency treatment (acute care), this will be provided in the public system for free.

As yet, we don’t have a lot of information about specific ongoing medical issues that might arise from COVID-19. However, should you develop something such as a kidney problem that requires surgery as a result of having COVID-19, and it was not an emergency situation, then provided the surgery was undertaken in a private facility (you would need to be discharged from the public hospital) you may have cover for that kidney surgery under your health insurance policy. This would depend on the terms of your policy and be assessed under normal policy eligibility criteria.
Tests for COVID-19 are Government funded and are free, so they are not covered under Southern Cross health insurance policies.  

Although some policies include a benefit for laboratory tests, this benefit only covers laboratory tests performed for diagnostic purposes which are not funded by the Government.
Southern Cross health insurance policies don’t cover overseas medical evacuations. To find out whether you are covered under a travel insurance policy, please contact your travel insurer.
Please refer to the Ministry of Health website to find out if you are eligible for care under the New Zealand public health system and for the services that are covered. 
Any prior approval is valid for 60 days. You don’t need to let us know if you re-book your treatment within 60 days. If the treatment is postponed beyond 60 days, you’ll need to re-apply for prior approval and the best way to do this in online at My Southern Cross or use the app. Alternatively, if your Affiliated Provider applied for approval last time, they’ll do this again on your behalf.  

If your healthcare service is cancelled, please don‘t contact us. The prior approval expires if no claim is made for the service within the 60-day period.

Our $50 million premium pledge has been designed to recognise that members will be impacted due to limited treatment options during Alert Levels 4 and 3.

Claims anniversaries will continue to roll over as scheduled however, if you had treatment booked prior to the lock down that needs to be rescheduled, cancelled or was not fully completed as a consequence of the lock down, then please contact us to discuss. We may ask you for confirmation of your bookings / treatment so we can assist you.

If required, your specialist will contact you around the best way to manage any follow up care you require. We have communicated to our Affiliated Providers they can complete consultations (if appropriate) over the phone or via video and we will fund these under our health insurance policies, provided you have the necessary benefits and meet any eligibility criteria.
If you have a GP benefit in your plan, then submit your claim the usual way. Remember that GPs are asking that you phone them first if you have any concerns about COVID-19 symptoms, or you should contact Healthline. 
Yes, if you have a GP benefit in your plan and your GP offers phone or video consultations, you can claim for this in the usual way. If they offer Easy-claim, this is the simplest way to claim.
Yes. Other than for UltraCare, all specialist consultations must be with an Affiliated Provider. We have made a change to enable you to claim for specialist consultations undertaken over the phone or by video and specialists can process your claim as they usually would on your behalf.

If you are on UltraCare and consult a specialist who is not an Affiliated Provider, you will need them to send you a receipt and then submit your claim as you usually would. Remember that online claims are processed faster and there is currently a delay processing posted claims that could be further impacted by a reduction in postal services depending on the current Alert Level.
The prescription benefit does not cover the cost of delivery. If you have a prescription benefit on your plan, then the prescription is processed normally according to eligibility for cover. 

If you choose a pharmacy that offers Easy-claim, then your claim can be processed quickly and simply this way. Tell them you are with Southern Cross and provide your Member Card number - make sure you do this when the prescription is given to the pharmacy. Your Member Card number is the 16-digit card number starting with 6101 - you can also find this in your My Southern Cross app.
You’ll need to discuss this with your healthcare professional, GP or the specialist you are seeing, and also act according to the current Alert Level advice. They will be able to answer any specific questions about risks or concerns you may have.
You will need to discuss this with your healthcare provider, GP or the specialist you are seeing. They will be able to answer any specific questions about risks or concerns you may have.
If you would like to change the cover you have, please contact us or speak to your Adviser.

Keeping in touch

Our key business activities are continuing with our staff working from home, including the ability to maintain a contact centre. If you need help, you can find answers to most commonly asked questions on our website. Use our contact us page to find the best way to get in touch depending on what information you need.
Our Contact Centre team are available to help you 9am to 5pm, Monday to Friday. In particular, do call us:

  • For urgent prior approval – for treatment within five days
  • To change your premium payment date or frequency
  • To change your plan, let us know you’re leaving your employer or any other plan changes such as adding or removing members
Go to contact us on our website. There’s information and enquiry forms to help direct your query.

You can do many things to manage your policy in My Southern Cross. If you have an Adviser you can also contact them.

The quickest way to submit a claim is online through the My Southern Cross app or website, claims are usually paid within 5 working days. Our turnaround time for posted claims is 10-15 days once we’ve received the claim form.

Our team aims to respond to all other online enquiries within 3 working days.

Southern Cross Travel Insurance is run separately to Southern Cross Health Insurance. As we do not have access to Travel’s systems, we are unable to answer any queries regarding travel insurance. 

We recommend you first visit scti.co.nz for information as the travel team is experiencing a high volume of enquiries.

Please try and register for My Southern Cross and submit your claim online. Using the app also is very simple.

If you’re not able to do this, then you can still post your claim to us but please understand that during the current situation it will take us significantly longer to process posted claims.

If you’re an older member, you live alone, or you need some help with managing your health insurance, please make sure you have a family member or friend noted as an ‘authorised person’ for your health insurance policy. An authorised person is able to contact Southern Cross on your behalf and discuss your policy with us.

To add, change or update an authorised person, please send us an enquiry. Please include their name, contact phone number (preferably a mobile phone) and an email address on the enquiry form. If you’ve added an authorised caller in the past, you can still send us an enquiry to check whether we have the correct details for the them.

General information

Please contact us to do this or speak to your Adviser.
It’s important that you let us know if you or family members have returned, within 30 days of coming back to New Zealand, to ensure your health insurance policy can be continued. Please contact us and we’ll get back to you as soon we can.