Southern Cross Health Society - we're with you

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


Southern Cross Health Society is working with you to provide services to Southern Cross members. As we have moved to level 1, all of our Partnership Managers are now able to attending meetings in-person and are also available to take your calls and meet online.  

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

Level 1 support

We are here to support you. Our Relationship Managers are operating Monday to Thursday from 8.30am to 5.30pm and Friday from 9.00am to 5.00pm.  
Partnership Manager details can be found on our Support page.

New telehealth consultation codes now available

Southern Cross is pleased to advise that we’re now entering a transition period to end the current telehealth arrangements (please see the current guidance for phone or video consultations below) and would like to invite Affiliated Providers to add new telehealth consultation codes to your Affiliated Provider (AP) agreements.

If you would like to continue to provide telehealth consultations to Southern Cross members and add these codes to your AP agreement, please contact your Partnership Manager.  

Guidance for phone or video consultations

Please find below guidance on how claims can be made under your Affiliated Provider agreement for phone or video consultations (where clinically appropriate) for Southern Cross members:

  • Southern Cross is allowing an exception to your Affiliated Provider agreement (and the member’s health insurance policy) by allowing you to claim for specialist consultations (initial and follow up), conducted with members where clinically appropriate, by video or phone. All other terms and conditions of your Affiliated Provider agreement still need to be met. The terms of the member’s policy document will continue to apply.
  • It’s important that you only undertake phone or video consultations when 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 health information.
  • To clarify, there will be no other changes to Affiliated Provider agreements or pricing.
  • This is a special solution for exceptional circumstances in response to COVID-19. As the situation is changing rapidly, we will continue to monitor it and will be in contact should our position change.
  • Please note - all out-patient follow-up consultations included in the surgical price for the six- week post-operative consultation can be done by phone or video if appropriate (eg where no physical examination is required). Please note these are already included in the price for the surgery and are not to be claimed for separately under your Affiliated Provider agreement.
  • If members cancel specialist consultation appointments due to COVID-19, please follow your standard process for a cancellation/DNA (did not attend).

Affiliated Provider agreements

If you have a price review or agreement renewal coming up, your Partnership Manager will be in touch to discuss. 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 options for you.   
We are moving to digital signing for all documents. We will need to confirm the email address you would like documents sent to and a mobile phone number for authentication checks. Your Partnership Manager can provide more information about this.  

Online options for members

For those of you that are Southern Cross members, you can access updates on our COVID-19 page including answers to frequently asked questions. Included in these FAQs is guidance for members on how to manage their ongoing or planned health needs.

As always, there are a number of options for members to manage their policy online using My Southern Cross.

For any services that are not Affiliated Provider, members can complete online claims using My Southern Cross or the mobile app. Posted claims will take slightly longer to process than normal.

FAQs for Affiliated Providers

In Provider Web, use the normal process for changing a service date in the Approval Tracking screen. If the service has been cancelled, please cancel the application. Any unclaimed approvals will automatically close after 60 days.

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. Members can do this online via My Southern Cross or by calling 0800 800 181.
Yes, Provider Web is working and you can add approvals and reschedule services. Payments can also be requested as normal.

You as a ‘user’ are able to reset your password directly in Provider Web using the 'Forgot password' option on the login screen.

For more information about resetting your password, please see our Provider Web support page

If you need help, contact your Relationship Manager on 0800 757 838 or

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.
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.

We understand that you may be working out of a different location temporarily for consultations during the current 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.