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All topics
  • Claiming and cover
  • Additional support for vulnerability
  • Cancelling cover / removing a member
  • Change cover
  • Prior approval
  • My Southern Cross (online portal)
  • Billing / payments
  • Changing or setting up a direct debit or credit card
  • Updating contact details
  • Financial hardship application
  • Changing employer
  • Add a member
  • Join Southern Cross
  • Overseas suspension
  • Request member card
  • Make a complaint
RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us your details and one of our team will get back to you within 3 working days.
RECOMMENDED

Call us

Let us know about your situation, add an authorised caller, or provide details of an Enduring Power of Attorney arrangement. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Alternatively, please fill in some details about your situation and one of our team will get back to you within 3 working days.
RECOMMENDED

My Southern Cross

You can claim online, request approval for upcoming treatment or check your policy benefits and remaining balances, all in My Southern Cross.

Other ways you can get in touch...

Call us

When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
0800 800 181
Here to help Monday to Friday

Online enquiry

Please send us your details and one of our team will get back to you within 3 working days.
Send an enquiry
RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us your details and one of our team will get back to you within 3 working days.
Something you should know
You can put your policy on hold when travelling overseas for a minimum of 2 months. Read more about putting your policy on hold.
RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Calling from overseas?
+64 9 979 9212
Or you can send us an online enquiry...
Please send us your details and one of our team will get back to you within 3 working days.
RECOMMENDED

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?

0800 100 777
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us your details and one of our team will get back to you within 3 working days.
RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us some details and one of our team will get back to you within 3 working days.
RECOMMENDED

Request a Member card

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.

Or you can request a replacement online…
If you'd still like to request a new physical card you can do this using our online form.
RECOMMENDED

My Southern Cross support

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.

Other ways you can get in touch...

Online enquiry

Please send us some details and one of our team will get back to you within 3 working days.
Send enquiry

Call us

When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
0800 800 181
Here to help Monday to Friday
RECOMMENDED

Frequently asked questions

Get help and find answers to common queries about My Southern Cross.

Other ways you can get in touch...

Call us

When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
0800 800 181
Here to help Monday to Friday

Online enquiry

Please send us your details and one of our team will get back to you within 3 working days.
Send an enquiry
RECOMMENDED

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.

Or you can 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?
0800 800 181
Here to help Monday to Friday
RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us some details and one of our team will get back to you within 3 working days.
RECOMMENDED

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.

Need urgent approval?
If your healthcare service is taking place within the next 5 days, please call us. When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
0800 800 181
Here to help Monday to Friday
RECOMMENDED

My Southern Cross

You can make changes to your personal details and contact information quickly and easily in My Southern Cross or the app.

Other ways you can get in touch...

Online enquiry

Please send us some details and one of our team will get back to you within 3 working days.
Send an enquiry

Call us

When calling, you'll need to have your policy number handy so we can identify you. Where can I find this?
0800 800 181
Here to help Monday to Friday
RECOMMENDED

Send your complaint online

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

Other ways you can get in touch...

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?
0800 800 181
Here to help Monday to Friday

Write to us

Chief Operating Officer
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Freepost Authority 1440
RECOMMENDED

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.

Other ways to join...

Call us

0800 100 777

Or joining through your employer?
0800 438 268

Here to help Monday to Friday

Online enquiry

Please send us your details and one of our team will get back to you within 3 working days.
Send an enquiry
RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us some details and one of our team will get back to you within 3 working days.

Complete our application

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.

RECOMMENDED

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?

0800 800 181
Here to help Monday to Friday
Or you can send us an online enquiry...
Please send us some details and one of our team will get back to you within 3 working days.

Southern Cross Health Society and COVID-19

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 information

Complaints

If you have a complaint, please use our online form and one of our team will aim to get back to you within 3 working days.

Show more

Complaints process and disputes resolution scheme

If you’re dissatisfied with the financial advice service provided by or on behalf of Southern Cross, you can raise your concern directly with any of our nominated representatives, or by:

  • Calling us on 0800 800 181
  • Using our online complaints form
  • Writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149.

We’ll acknowledge receipt of your complaint within two working days of the date we receive it (or if it is not practicable to do so, as soon as practicable after that time). We’ll aim to resolve your concerns in a timely manner and we’ll keep you informed of our progress.

So that we can best address your complaint, we may refer your complaint to different teams within Southern Cross. We will respond to you with the outcome of our investigation in a timely, fair and transparent way.

If you’re unhappy with our response, you can request that your complaint be reviewed by the Chief Operating Officer of Southern Cross. The Chief Operating Officer will review and make a final determination in respect of your complaint, which will be communicated to you as soon as possible.

Still not satisfied?

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 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 at www.ifso.nz.

Alternatively, you can write to: Insurance and Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.

Media enquiries

Southern Cross welcomes media enquiries on health, medical, travel and pet insurance-related topics.

Learn more

Reporting suspicious activity

To deliver affordability and sustainability for our members, we address fraud, abuse, waste and error in claiming and conduct.

Show more

If you are concerned about potentially suspicious health insurance claiming, you can get in touch with us by:

  • Calling our toll free number 0800 420 055
  • Using our reporting suspicious activity form

Below are some examples of suspicious claiming we would investigate:

  • Intentionally fabricating or altering invoices and receipts
  • Submitting claims for treatment that differs from what was provided
  • Billing for treatment that was not provided to obtain reimbursement
  • Unexpected claims activities on your policy

We will use the information you provide to look into your concerns carefully and sensitively, and will take all practicable steps to maintain strict confidentiality.

If you wish to access or correct any personal information you provide us, then please let us know.

You do not need to fill in all sections of this form and if confidentiality is a concern, you can choose to remain anonymous, however the more information you can give us, the more likely we’ll be able to do something to investigate the matter further.

How can members help?

  • 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 if you see anything suspicious in your claims history.

How can providers help?

  • Ensure staff are properly trained to submit prior approval and claims on behalf of our members via our Affiliated Provider or Easy Claim portals
  • Ensure Eligibility Criteria has been met prior to submitting an application or claim
  • Ensure any ACC claims are submitted to ACC in the first instance
  • Tell us about any refund or discounts that have happened from the original claim
  • Ensuring you are using the correct date and items/codes/procedure codes on every claim
  • Do not share your password and remember you are responsible for claims using your provider login
  • Let us know if you are feeling pressured to make a claim
  • Use our reporting form and tell us about suspicious behaviour

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.

If you are concerned about potentially suspicious health insurance claiming, you can get in touch with us by:

  • Calling our toll free number 0800 420 055
  • Using our reporting suspicious activity form

Below are some examples of suspicious claiming we would investigate:

  • Intentionally fabricating or altering invoices and receipts
  • Submitting claims for treatment that differs from what was provided
  • Billing for treatment that was not provided to obtain reimbursement
  • Unexpected claims activities on your policy

We will use the information you provide to look into your concerns carefully and sensitively, and will take all practicable steps to maintain strict confidentiality.

If you wish to access or correct any personal information you provide us, then please let us know.

You do not need to fill in all sections of this form and if confidentiality is a concern, you can choose to remain anonymous, however the more information you can give us, the more likely we’ll be able to do something to investigate the matter further.

How can members help?

  • 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 if you see anything suspicious in your claims history.

How can providers help?

  • Ensure staff are properly trained to submit prior approval and claims on behalf of our members via our Affiliated Provider or Easy Claim portals
  • Ensure Eligibility Criteria has been met prior to submitting an application or claim
  • Ensure any ACC claims are submitted to ACC in the first instance
  • Tell us about any refund or discounts that have happened from the original claim
  • Ensuring you are using the correct date and items/codes/procedure codes on every claim
  • Do not share your password and remember you are responsible for claims using your provider login
  • Let us know if you are feeling pressured to make a claim
  • Use our reporting form and tell us about suspicious behaviour

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.

Complaints process and disputes resolution scheme

If you’re dissatisfied with the financial advice service provided by or on behalf of Southern Cross, you can raise your concern directly with any of our nominated representatives, or by:

  • Calling us on 0800 800 181
  • Using our online complaints form
  • Writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149.

We’ll acknowledge receipt of your complaint within two working days of the date we receive it (or if it is not practicable to do so, as soon as practicable after that time). We’ll aim to resolve your concerns in a timely manner and we’ll keep you informed of our progress.

So that we can best address your complaint, we may refer your complaint to different teams within Southern Cross. We will respond to you with the outcome of our investigation in a timely, fair and transparent way.

If you’re unhappy with our response, you can request that your complaint be reviewed by the Chief Operating Officer of Southern Cross. The Chief Operating Officer will review and make a final determination in respect of your complaint, which will be communicated to you as soon as possible.

Still not satisfied?

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 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 at www.ifso.nz.

Alternatively, you can write to: Insurance and Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.

Need to call us?

We're here to help

Mon-Thur 8:00am - 5:30pm
Fri 8:30am - 4:30pm
*See special hours for observed holidays

General enquiry

0800 800 181

Calling from overseas?
+64 9 979 9212

Join Southern Cross

0800 100 777

Or apply online

Joining through your employer?
0800 GET COVER (438 268)

Addresses

Head office

Southern Cross Health Society
Level 1, Te Kupenga,
155 Fanshawe Street,
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