Southern Cross Health Society - we're with you

If you're a member, please see our member COVID-19 page.

COVID-19 level 2 and 3 information for Affiliated Providers

Important update from Southern Cross due to level 2 and 3 restrictions, including phone and video consultations

Southern Cross Health Society is committed to supporting you in providing healthcare services to Southern Cross members during alert levels 2 and 3.

Your dedication to patient care during this time is appreciated - thank you on behalf of our members.

Level 2 support and claiming for telehealth consultations
Partnership Managers in alert level 2 areas outside of Auckland may be attending meetings in person, but they are available to take your calls and meet online.  

For those in alert level 2 outside of Auckland, if you wish to continue to claim for telehealth consultations on behalf of members for specialist consultations (initial and follow-up), you will need to have telehealth consultation codes in your Affiliated Provider (AP) agreement. If you would like to add these codes, please contact your Partnership Manager.   

Level 3 support  
Our team in Auckland at alert level 3 will be working from home to continue providing support. Contact details can be found on our Support page

Our Relationship Managers are operating Monday to Thursday from 8.00am to 5.30pm and Friday from 8.30am to 4.30pm. 

Please note below the steps Southern Cross is taking to minimise the risks and implications of COVID-19 in Auckland. 

Specialist consultations can be undertaken by video or phone at alert level 3

For those in alert level 3 in Auckland, we will be covering the costs of specialist consultations undertaken by Affiliated Providers (APs) via video or phone (even if you do not have the telehealth codes on your AP agreement) where clinically appropriate. 

Please find below guidance on how such claims at alert level 3 can be made on behalf of Southern Cross members under your AP agreement for phone or video consultations.

 Guidance for phone or video consultations at alert level 3

  • Southern Cross is allowing an exception to the terms of your AP agreement (and the member’s health insurance policy) by allowing you to claim on behalf of such members for specialist consultations (initial and follow-up), where clinically appropriate, by video or phone at alert level 3. This exception applies if you do not already have the relevant telehealth codes on your AP agreement. All other terms and conditions of your AP agreement still need to be met. The terms of the member’s policy document will also continue to apply.
  • It’s important that you only undertake phone or video consultations when it's clinically appropriate to do so. Please follow any guidance from your college or association and the National Telehealth Leadership Group on effective phone or video specialist consultations, including the need to meet privacy and security obligations in respect to the collection of personal and health information.
  • To clarify, there will be no other changes to AP agreements or pricing.
  • Please note - all out-patient follow-up consultations included in the surgical price (eg up to six-week post-operative consultations) can be done by phone or video if appropriate (eg where no physical examination is required). Please note, as these are already included in the price for the surgery, they cannot be claimed for separately under your AP agreement, or otherwise. If a member cancels a specialist consultation appointment due to COVID-19, please follow your standard process for a cancellation/DNA (did not attend).

Add telehealth codes to your AP agreement

  • You don’t need telehealth consultation codes in your AP agreement at alert level 3 or 4. But you will need them in your AP agreement to claim for initial and follow-up telehealth consultations at lower alert levels 2 and 1.
  • Contact your Partnership Manager if you have questions or would like more information.

Prior approvals for rescheduled services

As usual, prior approvals are valid for 60 days, so if a healthcare service is rescheduled within that period, there’s no need to request a new approval. You will just need to amend the date on the approval in Provider Web once you have confirmed a new date.

Does your patient need to see a GP?

If your patient needs to see a GP, but cannot access their practice for any reason, they can consider using CareHQ for an online GP consultation.

CareHQ is here to support general practice – CareHQ does not enrol patients and will not take a clawback, aiming to ensure that patients remain connected with their enrolled GP practice.

CareHQ is available 7 days a week from 7am to 7pm to all New Zealanders via the CareHQ app. Southern Cross members receive a 15% discount when they access CareHQ via the MySouthernCross app.

You can find more information for patients and members here.

Any disruptions to your work? Let us know.

Please let us know as soon as possible if there are sustained disruptions to the delivery of care to our members due to COVID-19, so we can work with you to find a solution and inform our members.

Stay in touch

There will be no travel by our team in Auckland at alert level 3 as everyone is working from home. Everywhere outside of Auckland at alert level 2 may be attending meetings. Feel free to contact your Partnership Manager via phone, email or Teams. 

We are monitoring the situation closely and will update this page as there are any further changes or updates. 


How do I update approvals for rescheduled services? In Provider Web, use the normal process for changing a service date in the Approval Tracking screen. 
Fee for service approvals issued by Southern Cross are valid for 60 days. For rescheduled services after 60 days, members will need to reapply for prior approval through Southern Cross. This can be done online or by calling Southern Cross. 
Is Provider Web still working? Yes, Provider Web is working and you can add approvals and reschedule services. Payments can also be requested as normal. 
What do I do if I can’t remember my password for Provider Web? All users that have an administrator role are now able to reset passwords. If you have any questions, please contact your Relationship Manager at 0800 757 838 or
My contract is due to end – what do I do?
If your contract is due to expire in the next few months, please contact your Partnership Manager as soon as you can to discuss the best option for you. 
My contract is due a CPI increase – what do I do?  
If your contract is due a CPI increase, we will process this as usual. Your Partnership Manager will be in touch with you to advise the new prices and the date they will be effective. 
What should I do if I’m working out of a different location temporarily?
We understand that you may be working out of a different location temporarily for consultations during the current alert level 2 and 3 lockdown. You only need to let us know if this change of location will be a permanent one or if surgical treatment is being conducted out of a different facility.