You can find this on your Member card, on any communications we've sent you,
or by
logging in to My Southern Cross.
You can find this on your Member card, on any communications we've sent you,
or by logging in to My
Southern Cross.
If you're calling about your payments
you may need your bank or credit card details to hand.
You can find this on the communication we sent you.
You can email or call us if you need to get in touch about your policy, or get answers to common queries on our frequently asked questions page.
Here to help Monday to Friday
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
You can claim online, request approval for upcoming treatment or check your policy benefits and remaining balances, all in My Southern Cross.
The quickest way to get this sorted is to speak to one of our team. If you have a payment due in the next 3 working days, please call us immediately. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
Lost your Member card? You can view your 16-digit Member card number any time in My Southern Cross, or download the app for access to your virtual Member card.
Get help if you're having issues with My Southern Cross website or the mobile app. Watch our step by step support videos if you've forgotten your username or password, or view FAQs to get answers to common queries about My Southern Cross.
Get help and find answers to common queries about My Southern Cross.
You can set up a new direct debit or credit card to make ongoing payments, or change the details of your existing direct debit or credit card quickly and easily in My Southern Cross.
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
You can quickly and easily request approval for surgery or a healthcare service for yourself or another policy member in My Southern Cross or the app.
You can make changes to your personal details and contact information quickly and easily in My Southern Cross or the app.
Please send us the details of your complaint and one of our team will get back to you within 3 working days. Our complaints process
Find the right plan and apply for health insurance using our online tool. If you're joining an employer work scheme you'll need to call us on 0800 438 268.
0800 100 777
Or joining through your employer?
0800 438 268
Here to help Monday to Friday
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
Please fill in some details about your current situation and one of our team will get back to you within 2 working days to discuss your options.
The quickest way to get this sorted is to speak to one of our friendly team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
For the latest information about how Southern Cross is with you during the COVID-19 situation, please visit our dedicated COVID-19 webpage, or view frequently asked questions. For all other enquiries you can search common questions above. If your query is non-urgent, consider completing an online enquiry instead of calling so we can focus on helping customers having a tough time or directly impacted by COVID-19.
View COVID-19 informationIf you have a complaint, please use our online form and one of our team will get back to you within 3 working days.
We want to know if you are dissatisfied with our products or services, so that we can work with you to resolve your concerns. If you want to make a complaint, you can:
We will work towards resolving your concerns in a timely manner and will get back to you within 3 working days. If it takes longer than this to resolve your issue, we will keep you informed of our progress while we work towards a resolution for you.
So that we can best address your complaint, we may refer your complaint to different teams within Southern Cross Health Society. If you ask us to, we will respond to you in writing with the outcome of our investigation in a way that is fair, transparent and within a reasonable timeframe.
If you are unhappy with the response you receive from us, you can request that your complaint be reviewed by our Chief Operating Officer. Our Chief Operating Officer will review the matter and make a final determination in respect of your complaint, which will be communicated to you without undue delay.
We belong to the Insurance & Financial Services Ombudsman’s approved dispute resolution scheme (IFSO). The IFSO Scheme is a free and independent dispute resolution service available to consumers that may help investigate or resolve complaints if not able to be resolved through our internal complaints process.
If your complaint has been fully investigated by us, we have issued you with a letter of deadlock, and you’re still not satisfied with the outcome, you can refer your complaint to IFSO for review.
You can contact the IFSO Scheme on 0800 888 202, email at info@ifso.nz or by visiting their website www.ifso.nz. Alternatively, you can write to the following address: Insurance & Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.
Refer to the Rules of Southern Cross which outlines the process to resolve membership disputes. You can get a copy of the Rules from southerncross.co.nz/rules
Southern Cross welcomes media enquiries on health, medical, travel and pet insurance-related topics.
If you’re concerned about suspicious health insurance claiming you can get in touch and let us know. For general enquiries, please use our enquiry forms.
You can pass on the details of any suspicious health insurance claiming by:
Thanks for letting us know, and rest assured that we will do our best to ensure any information you supply will be treated confidentially. If you have a general enquiry about Southern Cross Health Insurance membership, please use our enquiry forms.
Below are some examples of activity which we would investigate.
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.
Never sign a blank form and leave it with anyone – even a healthcare provider. Carefully check the details on invoices and your Claim update to ensure they match the treatment received and costs paid. Don't be afraid to ask questions, report issues and query invoices.
You can pass on the details of any suspicious health insurance claiming by:
Thanks for letting us know, and rest assured that we will do our best to ensure any information you supply will be treated confidentially. If you have a general enquiry about Southern Cross Health Insurance membership, please use our enquiry forms.
Below are some examples of activity which we would investigate.
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.
Never sign a blank form and leave it with anyone – even a healthcare provider. Carefully check the details on invoices and your Claim update to ensure they match the treatment received and costs paid. Don't be afraid to ask questions, report issues and query invoices.
We want to know if you are dissatisfied with our products or services, so that we can work with you to resolve your concerns. If you want to make a complaint, you can:
We will work towards resolving your concerns in a timely manner and will get back to you within 3 working days. If it takes longer than this to resolve your issue, we will keep you informed of our progress while we work towards a resolution for you.
So that we can best address your complaint, we may refer your complaint to different teams within Southern Cross Health Society. If you ask us to, we will respond to you in writing with the outcome of our investigation in a way that is fair, transparent and within a reasonable timeframe.
If you are unhappy with the response you receive from us, you can request that your complaint be reviewed by our Chief Operating Officer. Our Chief Operating Officer will review the matter and make a final determination in respect of your complaint, which will be communicated to you without undue delay.
We belong to the Insurance & Financial Services Ombudsman’s approved dispute resolution scheme (IFSO). The IFSO Scheme is a free and independent dispute resolution service available to consumers that may help investigate or resolve complaints if not able to be resolved through our internal complaints process.
If your complaint has been fully investigated by us, we have issued you with a letter of deadlock, and you’re still not satisfied with the outcome, you can refer your complaint to IFSO for review.
You can contact the IFSO Scheme on 0800 888 202, email at info@ifso.nz or by visiting their website www.ifso.nz. Alternatively, you can write to the following address: Insurance & Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.
Refer to the Rules of Southern Cross which outlines the process to resolve membership disputes. You can get a copy of the Rules from southerncross.co.nz/rules
We're here to help Mon-Thu 8am-5.30pm, Fri 9am-5pm
Calling from overseas?
+64 9 979 9212
Or apply online
Joining through your employer?
0800 GET COVER (438 268)
Southern Cross Health Society
Level 1, Te Kupenga,
155 Fanshawe Street,
Auckland 1010
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Freepost Authority 1440
Southern Cross Claims Centre
Private Bag 3216
Waikato Mail Centre
Hamilton 3240
Freepost Authority 1440
Download a claim form or
claim online for faster reimbursement