Claiming Your Medical Insurance Online
Submitting a claim online is quick and straightforward when you know what to send and who to contact. Follow these steps to ensure your medical insurance claim is processed without delay.
What You Need to Lodge a Claim
When you submit your claim form, your insurer will assess it based on clear medical evidence. Please provide:
Referral documentation
• Your GP’s referral to a specialist, or
• A scan request (for example, X-ray or ultrasound).Specialist consultation letter
After seeing the specialist, you must supply their consultation letter, which outlines your diagnosis and treatment plan. Note that a booking confirmation or cost estimate alone does not include enough medical detail for assessment.Further investigation referrals
If your specialist recommends additional tests (MRI, CT scan, etc.), include the scan referral form.Cancer claims
For any cancer-related claim, please contact us directly and we’ll manage the process on your behalf.
Ongoing Treatment for the Same Condition
If you have already received approval for an initial specialist consultation, you generally do not need fresh approval for follow-up visits. However, your insurer may ask for an updated specialist letter to confirm that further consultations remain medically necessary. Because claim assessment windows vary between six and twelve months depending on the provider, supplying the most recent letter with each invoice helps avoid requests for extra information.
Preparing for Questions
To help us answer any queries about your claim swiftly, please have the following details ready:
Checking your cover
– What condition are you claiming for? Are you claiming for surgery or another type of treatment?
– If you’re unsure whether a specific treatment is covered, tell us the condition and the name of the treatment or drug.Checking payment status
– Your claim or policy number
– The date of the invoice or receipt you submitted
– The amount charged
Insurers will ask these same questions when you follow up with them directly.
Common Claim Enquiries
Dental surgery such as wisdom-tooth removal (for impacted or unerupted teeth) is covered unless your policy specifically excludes it. Root canals are generally not covered.
Psychiatry and psychology consultations, including ADHD assessments, fall under mental-health exclusions in most policies.
Skin specialists: Always seek approval before booking. Some dermatologists or cosmetic procedures are not recognised as “specialists” under your policy wording.
How to Contact Your Insurer
Below are the direct contact details and claim methods for major providers. Use these links and email addresses to claim online or follow up on existing claims.
Partners Life
Phone 0800 145 433 (Mon–Fri, 8:30 am–5 pm)
• To make a new claim, use this link here.
• For ongoing claims, email claims@partnerslife.co.nz with your name, policy and claim numbers in the subject line. Same-day approvals are often possible.
AIA
Phone 0800 500 108 (Mon–Fri, 8:30 am–5:30 pm)
• Register for My AIA online to submit claims via the member portal (approval, reimbursement or invoice payment).
• You can also use AIA’s Live Chat—scroll down on the My AIA page and select “Start chat.”
• For ongoing claims, email nz.healthclaims@aia.com with your name, policy and claim numbers in the subject line.
nib
Phone 0800 123 642 (Mon–Fri, 8:30 am–5 pm)
• Submit new and ongoing claims via the nib member portal or mobile app (available on the App Store and Google Play).
• Video guides are available if you need help using the portal or app.
• If you prefer email, send details (name, policy and claim numbers) to claims@nib.co.nz, though app submissions are faster.
Southern Cross
Phone 0800 800 181 (Mon–Thu, 8 am–5 pm; Fri, 9 am–4:30 pm)
• All claims must be lodged through the Southern Cross membership portal; they no longer accept claims by email.
Accuro
Phone 0800 222 876 (Mon–Fri, 9 am–4 pm)
• Make a claim via the Accuro member portal.
• Alternatively, email claims@accuro.co.nz with your completed form and supporting documents.
• Further claim information can be found on Accuro’s website under “Claims.”
By gathering the correct documents and contacting your insurer directly, you’ll streamline the assessment process and receive your claim payment as quickly as possible. If you have any questions, your Maurice Trapp Group adviser is always here to help guide you through the steps.