COVID-19: What you need to know

To provide peace of mind, effective immediately, if you’re an Australian Unity member with hospital or combination cover you’ll be covered for the following hospital admissions, irrespective of your level of cover, if the admission relates to COVID-19:

• Lung and Chest
• Heart and Vascular System
• Kidney and Bladder

Refer to your product Fact Sheet for the details of what it means to be ‘covered’. The other terms and conditions of your cover remain unchanged.

To assist members and customers through this time of uncertainty, Australian Unity has made the decision to postpone all Private Health Insurance premium increases for at least 6 months. This means that premiums did not increase on 1 April 2020. For any member with a premium decrease, that change still proceeded on 1 April 2020 as planned.

Many health providers are moving their service delivery into video and telephone ("telehealth”). To ensure you can still access the health services you are covered for, where appropriate you can now claim benefits for telehealth consultations on your Extras cover for Physiotherapy, Psychology, Exercise Physiology, Occupational Therapy, Speech Pathology, Dietetics and Nutrition (conditions apply).  

If you’re an existing member already using Online Member Services (OMS) or our app you can submit as you would an Extras claim electronically.

Alternatively, you can complete a health cover claim form and email the completed form along with photos of the receipts to customerservice@australianunity.com.au.

Most claims will be paid into your nominated bank or credit union account within 7 business days. 

The Federal Government has put restrictions in place for non-urgent elective surgery in private and public hospitals. If you have an upcoming surgery, we recommend you contact your doctor and hospital to understand how this may impact you. Emergency surgeries aren't affected by this change.

If you have hospital (or combination) cover, we will allow a suspension for financial hardship for up to 3 months when certain criteria are met. You won’t pay any premiums during the time your cover is suspended; however you also won’t be able to claim on any hospital or extras services.

We understand some of our members will be financially impacted by COVID-19 but will not fit the standard criteria. In these circumstances, a request can be submitted for a case-by-case review by calling us on 1800 243 954.

Normally, if you have hospital (or combination) cover with Australian Unity, you can suspend your membership (for all members on the cover) prior to your departure overseas for a minimum of 2 months and reinstate it on your return, without having to re-serve any of the waiting periods you’ve already served. You won’t pay any premiums during the time your cover is suspended; however you also won’t be able to claim on any hospital or extras services.

There are a few criteria that, under normal circumstances, apply for an overseas suspension. However, we understand that current times are certainly not normal. If you do not fit these criteria and are unable to return to Australia due to the current COVID-19 crisis, please call us on 1800 243 954 to find out about relevant support options.

We understand that with the current COVID-19 crisis, for many people their return date will be uncertain. If you are unsure when you will return to Australia, we recommend that you list a return date that is longer than you would realistically expect to be away (the maximum suspension period is 2 years). On your return to Australia you must then contact Australian Unity to notify us of your return and request for your cover to recommence. You will also need to send us a copy of your proof of arrival, such as an airline ticket or official itinerary from an airline or travel agent. If you do not contact us your cover will not recommence until the return date you nominated.

We know that many people are experiencing long wait times when trying to call us and understand this can be frustrating. For advice on the best way to contact us during this time please refer to our contact us guide.

The best way for you to submit a paper claim is to complete a Health Cover Claim form and take photos of all relevant receipts.  Then email the form and receipts to us at

customerservice@australianunity.com.au

If you’re an existing member already using Online Member Services (OMS) or our app you can also submit your claim electronically.

Please do not submit paper claims by post at the present time as this may significantly delay processing.

Most claims will be paid into your nominated bank or credit union account within 7 business days.  You’ll receive an SMS to let you know your claim has been paid.

Please do not use post to submit claims as this may significantly delay processing.  Instead please submit via email at customerservice@australianunity.com.au, via Online Member Services (OMS) or using our app.  

As part of your Hospital cover you may have access to Mindstep®, a confidential, phone-based program, delivered by specially trained mental health coaches designed to support members in adjusting to life’s challenges.  Please check your product Fact Sheet to see if you’re covered, then contact the Mindstep team on 1800 322 278 to confirm your eligibility or visit https://www.remedyhealthcare.com.au/welcome-to-mindstep to arrange a call at your preferred time.