- 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 (online portal)
- Changing or setting up a direct debit or credit card
- Billing / payments
- Updating contact details
- Claiming and cover
- Financial hardship application
- Request member card
- 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 (online portal)
- Changing or setting up a direct debit or credit card
- Billing / payments
- Updating contact details
- Claiming and cover
- Financial hardship application
- Request member card
- Something else
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 claim online, request approval for upcoming treatment or check your policy benefits and remaining balances, all in 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 3 working days. Send an enquiryCall 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?
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.
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.
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?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 3 working days. Send an enquiryMy 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.
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.
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?Send your complaint online
Please send us the details of your complaint and one of our team will get back to you within 3 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
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 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?
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.
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?
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 informationComplaints
If you have a complaint, please use our online form and one of our team will get back to you within 3 working days.
If you're unhappy with our service, your benefits under your policy or your membership, please use our online complaints form or call us on 0800 800 181. Your feedback is important to us and we will respond to your complaint within 3 working days.
Still not satisfied?
You can write to:
Chief Operating Officer
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Is your complaint about your membership of Southern Cross?
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
Still not resolved?
If we have not resolved your complaint to your satisfaction, you can contact the Insurance and Financial Services Ombudsman (Ombudsman) which is a free and independent service. You must contact the Ombudsman within three months of being notified by us in writing that 'deadlock' of the complaint has been reached. You can find more information on the Ombudsman at www.ifso.nz or call 0800 888 202.
The Ombudsman's address is:
Insurance & 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.
Reporting suspicious claiming
If you're concerned about suspicious health insurance claiming 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.
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.
If you're unhappy with our service, your benefits under your policy or your membership, please use our online complaints form or call us on 0800 800 181. Your feedback is important to us and we will respond to your complaint within 3 working days.
Still not satisfied?
You can write to:
Chief Operating Officer
Southern Cross Health Society
Private Bag 99934
Newmarket
Auckland 1149
Is your complaint about your membership of Southern Cross?
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
Still not resolved?
If we have not resolved your complaint to your satisfaction, you can contact the Insurance and Financial Services Ombudsman (Ombudsman) which is a free and independent service. You must contact the Ombudsman within three months of being notified by us in writing that 'deadlock' of the complaint has been reached. You can find more information on the Ombudsman at www.ifso.nz or call 0800 888 202.
The Ombudsman's address is:
Insurance & Financial Services Ombudsman
PO Box 10 845
Wellington 6143
Need to call us?
We're here to help Mon-Thu 8am-5.30pm, Fri 9am-5pm
General enquiry
0800 800 181
Calling from overseas?
+64 9 979 9212
Join Southern Cross
0800 GET COVER (438 268)Or apply online
Joining through your employer?
0800 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