Your health insurance and COVID-19
You can rest assured that your health insurance with us is not affected by COVID-19. There are no changes to your benefits or cover.
In New Zealand we are fortunate to have a public healthcare system which provides acute care. 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). So, if you need emergency treatment 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 only through the public health system for free, and cannot be accessed privately. If you’re concerned about signs and symptoms, follow the guidelines from the Ministry of Health.
Your questions answered
Our teams across NZ are now safely working from home. This includes our Contact Centre team who will continue to provide the best service possible in the circumstances, Monday to Friday, 9am to 5pm.
To ensure we can be here for members needing urgent help during this time, please call us for urgent queries only - for example, if you need prior approval for something in the next five days. We have helpful FAQs available here, and you can manage your policy online in My Southern Cross any time.
Security remains a priority for us and there will be no compromise to your data and confidentiality.
You can find the most up-to-date COVID-19 information on the COVID-19 website.
Easy-claim is still available at many healthcare providers such as GPs and pharmacies and 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.
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 by giving us a call. If you have any queries regarding upcoming treatment and whether you should proceed with it, speak to your GP or healthcare provider directly.
Options for financial hardship
We understand it’s a hard time for many, and we welcome you to contact us if you’re facing financial hardship. We have options available, to discuss what will be best for you please phone 0800 800 181 or contact us online. If you’re a business customer, please speak to your Account Manager or Adviser about this.
Are you 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, 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 to discuss your policy. To add (or change) 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.
Travel insurance enquiries
If you have a query about your Southern Cross travel insurance, we recommend you first visit scti.co.nz for information as the travel team is experiencing high call and email volumes.
Stay home, stay safe, stay healthy. Let’s do this New Zealand!