- Changing employer
- Cancelling cover / removing a member
- Overseas suspension
- Add a member
- Join Southern Cross
- Make a complaint
- Prior approval
- Change cover
- My Southern Cross - login issues
- My Southern Cross - other
- Set up / change payment method
- Billing / payments
- Updating contact details
- Claim status
- Something else
- Changing employer
- Cancelling cover / removing a member
- Overseas suspension
- Add a member
- Join Southern Cross
- Make a complaint
- Prior approval
- Change cover
- My Southern Cross - login issues
- My Southern Cross - other
- Changing or setting up a direct debit or credit card
- Billing / payments
- Updating contact details
- Claim status
- Something else
Call us
If you need this sorted urgently, 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?
Call us
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?
Call us
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?
Call us
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?
Call us
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?
Help logging in
Get help if you've forgotten your username or password for My Southern Cross.
Frequently asked questions
Get help and find answers to common queries about My Southern Cross.
Call us
When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?Online enquiry
Please send us your details and one of our team will get back to you within 4 working days. Send an enquiryMy Southern Cross
This is our secure, online service that makes using your health insurance easy. Make a claim, check benefit balances, request prior approval, view documents, manage payments, update your contact details and more.
Call us
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?
My Southern Cross
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.
My Southern Cross
You can make changes to your personal details and contact information quickly and easily in My Southern Cross or the app.
Send us an online enquiry
Please send us some details and one of our team will get back to you within 4 working days.Send an enquiry
Or you can call us...
When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?Send your complaint online
Please send us the details of your complaint and one of our team will get back to you within 4 days. Our complaints process
Call us
You can talk to one of our team. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?Write to us
Chief Operating OfficerSouthern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Freepost Authority 1440
Join online
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.
Call us
0800 100 777
Or joining through your employer?
0800 438 268
Monday to Friday, 8am to 6pm
Online enquiry
Please send us your details and one of our team will get back to you within 4 working days. Send an enquiryCall us
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?
Call us
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?
Media enquiries
If you are a member of the media and have a query for Southern Cross Health Society, please contact our Communications & Brand Team.
Reporting suspicious claiming
If you're concerned about suspicious health insurance claims you can get in touch and let us know.
You can pass on the details of any suspicious health insurance claiming by:
- Calling our toll free number 0800 420 055
- Or emailing integrity@southerncross.co.nz
Thanks for letting us know, and rest assured that we will do our best to ensure any information you supply will be treated confidentially.
How you can help
Below are some examples of activity which we would investigate.
- Altered documents.
- Claims submitted for different treatment than what was provided – eg. for a more expensive procedure.
- Billing for services not provided to obtain reimbursement.
Our approach
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.
To support our approach:
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.
Complaints
Your opinion is important to us. If you're unhappy with our service, please let us know.
Get in touch if you're unhappy with our service, our treatment of your policy or your membership of Southern Cross.
Contact us using our online complaint form or call us on 0800 800 181. We will refer your complaint to the appropriate part of Southern Cross.
Still not satisfied?
You can write to:
Chief Operating Officer
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Still not resolved?
Your complaint has reached deadlock. See the next step in the point below.
Is your complaint about our decision to cancel your policy? Your complaint is deemed to be ‘deadlocked’.
You can write to the Insurance & Financial Services Ombudsman (Ombudsman) which is a free and independent service. You must write to the Ombudsman within three months of being notified by us in writing that deadlock has been reached. You can find out more information on the Ombudsman at www.ifso.nz.
The Ombudsman’s address is:
Insurance & Financial Services
Ombudsman
PO Box 10 845
Wellington 6143
Is your complaint about your membership of Southern Cross?
Refer to the Rules of Southern Cross which outline a process to resolve membership disputes. You can get a copy of the Rules from southerncross.co.nz/rules or by calling us.
You can pass on the details of any suspicious health insurance claiming by:
- Calling our toll free number 0800 420 055
- Or emailing integrity@southerncross.co.nz
Thanks for letting us know, and rest assured that we will do our best to ensure any information you supply will be treated confidentially.
How you can help
Below are some examples of activity which we would investigate.
- Altered documents.
- Claims submitted for different treatment than what was provided – eg. for a more expensive procedure.
- Billing for services not provided to obtain reimbursement.
Our approach
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.
To support our approach:
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.
Get in touch if you're unhappy with our service, our treatment of your policy or your membership of Southern Cross.
Contact us using our online complaint form or call us on 0800 800 181. We will refer your complaint to the appropriate part of Southern Cross.
Still not satisfied?
You can write to:
Chief Operating Officer
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Still not resolved?
Your complaint has reached deadlock. See the next step in the point below.
Is your complaint about our decision to cancel your policy? Your complaint is deemed to be ‘deadlocked’.
You can write to the Insurance & Financial Services Ombudsman (Ombudsman) which is a free and independent service. You must write to the Ombudsman within three months of being notified by us in writing that deadlock has been reached. You can find out more information on the Ombudsman at www.ifso.nz.
The Ombudsman’s address is:
Insurance & Financial Services
Ombudsman
PO Box 10 845
Wellington 6143
Is your complaint about your membership of Southern Cross?
Refer to the Rules of Southern Cross which outline a process to resolve membership disputes. You can get a copy of the Rules from southerncross.co.nz/rules or by calling us.
Need to call us?
We're open Monday to Friday, 8am to 6pm.
Addresses
Head office
Head office
Southern Cross Health Society
Level 1, EY Building,
2 Takutai Square,
Britomart
Auckland 1010
Postal
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Freepost Authority 1440
Posting a claim
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