Member Area FAQs

I keep getting 'login unsuccessful, invalid username or PIN'.

If you mistype your User ID or PIN an error will be displayed and you will be asked to try again. First check the caps lock setting on your keyboard. If you are still experiencing difficulties contact Defence Health and include a detailed description of the problem along with the name of the person to be contacted and a contact telephone number and email address.

Note that there is a maximum of five consecutive unsuccessful login attempts before access to the membership is barred. This is to prevent continuous attempts to hack into memberships. A warning shows after the fourth consecutive failed attempt, and, should you get this warning, you should use the password reminder email to confirm your password before a 5th attempt to login.

If you find your login access is barred please contact Defence Health to establish a new PIN and re-establish access to the membership.

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Why do I get logged off?

Member Area's sessions are automatically logged off after a period of inactivity as a security device to minimise the risk of unauthorised access from unattended PCs.

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Who should I contact for help?

Requests for assistance with membership or product information or any other issue should be directed to Defence Health. Requests for assistance with technical issues should be directed to your technical support organisation in the first instance.

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What do the Member Details information elements mean?

Last login The date and time of your last successful login. If this does not match your recollection of when you last logged in, you should review your PIN security and, if necessary, change your PIN.
Unsuccessful login attempts Indicates that one or more unsuccessful attempts have been made to login to your membership since your last successful login. If this occurs and be unexplained, you should review your PIN security and, if necessary, change your PIN.

Membership - key information about the membership
Member number Unique to each membership and is the main method of identifying the membership.
Member's full name The full name of the person responsible for the membership.
Join date The date on which health cover commenced for the membership.
Paid-To-Date The date to which the membership is financial - to which contributions have been paid. Note that this may not reflect pending contributions, especially in the case where contributions are deducted from a group payroll or where a delay occurs between the deduction and forwarding of the money to Defence Health.
Details as at Indicates how up-to-date is the online membership information. If you or the health fund has made any changes to the membership since this date, they will not show until the online information is refreshed.

Contacts - methods and details by which the membership may be contacted
Home address Membership’s current residential address. This is the main address for correspondence from the health fund, unless the membership has a specific postal address.
Postal address Membership’s current mailing address. This address is optional and, if present, is the main address for correspondence from the health fund, unless the membership has a specific internal address.
Internal address Membership’s current address in a corporate mail distribution system. This address is optional and, if present, may be used for correspondence from the health fund.
Email address Membership’s current email address. Email address is optional and, if present, may be used for certain low priority correspondence from the health fund.
Telephone numbers A list of the current telephone numbers recorded for the membership.
Site Membership’s current site & location in the form ‘site name’ “at” ‘location name’. Site and location most often relate to the member’s place of employment, but may be used for other reasons, such as membership of related organisations etc.
Cards A list of the membership’s currently active membership cards, showing for each card: issue number, name of person issued to, issue date and the list of persons covered by the card.

Persons - a list of the persons currently covered by the membership
Relationship The relationship of the person to the member (the person responsible for the membership).
Full name The full name of the person, including title, first & second names and surname.
Birth date The person’s birth date, followed by their age in whole years at today. The following message may also appear - “Current student declaration required - not covered until supplied” - indicating that the health fund requires evidence that the person is a registered full-time student before cover will apply.
Sex The person’s gender.
Join date The date on which the person became covered by the membership. This may be the same as the membership’s join date for persons who joined when the membership was established, or may be a later date for those who joined after the membership was established. The following message may also appear - “Cover suspended (date) - (reason)” indicating that cover for the person has been suspended from the specified date for the specified reason.
Lifetime Health Cover Indicates the person’s official age at commencement of hospital cover under the Lifetime Health Cover regulations and their cumulative absence period in days. Under the regulations, contribution rate loadings apply for adults with entry ages above 30 and for adults with cumulative absence periods of 3 or more years.
Waiting period

Indicates the person’s individual waiting periods, especially where they vary from the membership waiting periods described in the coverage section:

  • “Standard 12 month pre-existing ailment waiting period applies” - for persons who have joined within the last 12 months.
  • “Standard hospital/ancillary waiting period waived/apply” - for persons who’s standard (normally 2 months) waiting period has been waived or applied for hospital/ancillary benefits. These messages appear only when the person’s waiting periods differ from the membership waiting periods described in the coverage section.
Last student declaration Last year for which the health fund has evidence that the person is a registered full-time student.
Medicare card Shows the Medicare card details recorded for the person. Details shown include the card number, card expiry date, person’s subnumerate (the digit on the card to the left of the person’s name), person’s name on the card (only when different to their usual name).

Coverage - product and coverage information
Health product Name of the health product (or products) currently providing the membership’s health cover. The following message may also appear - “Health plan suspended (date) - (reason)” indicating that cover for all persons on the membership has been suspended from the specified date for the specified reason.
Effective date The date from which the membership commenced cover under the health product. If this is less than 12 months ago and the current health product is an upgrade from an earlier product, pre-existing condition waiting periods may apply for the increased benefits.
Waiting period

Indicates the membership’s overall waiting periods. Individual persons waiting periods may vary from the membership’s overall waiting periods and, if so, the variations are shown in the persons section:

  • “Standard hospital/ancillary waiting period applies to all persons, except where noted” - for memberships whose standard (normally 2 months) waiting period has been generally applied for hospital/ancillary benefits.“…except where noted” refers to the persons individual waiting periods, which may differ from the membership waiting periods.
  • “Standard hospital/ancillary waiting period waived for all persons, except where noted” - for memberships whose standard (normally 2 months) waiting period has been generally waived for hospital/ancillary benefits.“
Other product The name of the other product (or products) to which the membership is currently subscribed. The following message may also appear - “Other plan suspended (date) - (reason)” indicating that the membership subscription has been suspended from the specified date for the specified reason.
Benefit payment method How benefits related to health claims are paid to the membership. The options are cheque or direct credit to a bank, building society or credit union account.
Financial institution, Branch name, BSB number, Account number & Account name The details for direct crediting of benefits.
Last claim

Shows the claim number and received date of the last health claim, plus the claim’s current status and the date that it reached that status. Status is normally one of the following:

  • Received - the claim has been recorded but not yet processed.
  • Assessed or Verified - the claim is being processed.
  • Paid - the claim has been paid and the benefit payment either has been or will shortly be released.
  • Any other status indicates the claim is being processed and the health fund may be seeking more information.

Contributions - rates and contribution payment information
Rate scale The code for the contribution rate for the membership’s health product plus the type of membership. The code for the membership’s other rate also shows for those memberships subscribed to an other product.

Membership type may be Family, Single, Couple or Single Parent Family, depending on the number and composition of persons covered under the membership. Note that not all products provide Couple and Single Parent Family rates.
Contribution

Tthe normal total contribution amount and contribution period (e.g. Monthly) for the membership’s combined health cover and other product subscription. The following messages may also appear:

  •  “Includes/Excludes Federal Government 30% Rebate” - indicates whether the membership is or is not registered for the 30% rebate scheme and, therefore, the contribution amount is or is not reduced by the 30% rebate. “Includes” indicates that the membership is registered and that the amount is reduced. Contribution rebates may be recovered via personal tax returns for members not registered for the rebate.
  • “Includes n% Lifetime Health Cover loading” - indicates the membership’s average percentage loading applied to hospital contribution rates under the Lifetime Health Cover regulations. The average is from all adults with individual loadings, covered by the membership and the loading applies only to the hospital component of the health cover, not to any ancillary component or to any other product subscription.
Paid-To-Date See Paid-to Date in the Membership section above.
Contribution due The date on which the membership’s next contribution payment is due. This is normally the day after the membership’s paid-to date, but may be later if the membership has been billed recently. This information shows only for membership’s who are billed - ie: to whom invoices for contributions are sent.
Rebate registration The membership’s current registration status with the Federal Government 30% Rebate Scheme. Memberships may elect to take the 30% rebate in the form of reduced contribution premiums when registered with the scheme. When not registered with the scheme, memberships pay the full contribution and may claim the 30% Rebate at Medicare offices by showing health fund receipts, or may claim from the Australian Taxation Office via personal tax returns.
Contribution payment method How contributions are paid by the membership. The options are Payroll deduction, Direct cash/cheque or Direct debit to a bank, building society or credit union account or credit card.
Group Pay Shows the name of the organisation deducting your contributions from your pay and forwarding them the health fund. Your payroll number may also show for confirmation. The effective date is normally the date from which payroll deductions commenced.
Financial institution, Branch name, BSB number, Account/Card number & Account/Card name The details for direct debiting of contributions.
Related memberships

Is either: 

  • The contributor membership paying contributions for the current membership, or
  • A list of one or more recipient memberships for which the current membership is paying contributions.
Last receipt

Shows the receipt number, amount and received date of the last contributions receipt for the membership. Note that:

  • Contributions received after the ‘Details as at’ date will not show until the online information is refreshed.
  • Contributions received shortly before the ‘Details as at’ date may not yet have been processed, and therefore may not show.
  • Contributions received at branches or agencies or payroll deductions may not yet have been forwarded to the health fund.
BPay Shows the fund’s biller code and the membership’s customer reference number for BPay contributions. Contact your financial institution to pay contributions by BPay.
Billpay Shows the fund’s biller code and the membership’s customer reference number for Australia Post billpay contributions. Contact Australia Post on the telephone number shown or at the website shown to pay contributions by billpay.

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What do the Contact Changes information elements mean?

Home address 
Overseas address Check this box if your home address is a non-Australian address - ie: you are residing overseas. In this case, you cannot enter an Australia Post address with a locality, state & postcode, but you can use up to three address lines to describe your overseas address.
Effective date of change The date from which you want the change of address to take effect. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated changes are not accepted.
Address

Your home address may or may not be an Australia Post (AP) address, even if it is not an overseas address:

  • If your home address is an AP address, please enter up to two address lines plus locality, state & postcode.
  • If your home address is not an AP address, please enter up to three address lines without locality, state & postcode, and please enter your home state below and your postal address in the section provided.
Home state This is especially for non-Australia Post home addresses without locality, state & postcode, but we still need to know your home state.
Postal address Required only if different to your home address.
Same as home Check this box if your home address is also your postal address. This is especially effective if you are reverting from a current postal address to your home address for correspondence.
Overseas address Check this box if your postal address is a non-Australian address - ie: you are residing overseas. In this case, you cannot enter an Australia Post address with a locality, state & postcode, but you can use up to three address lines to describe your overseas address.
Effective date of change The date from which you want the change of address to take effect. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated changes are not accepted.
Address

Your home address may or may not be an Australia Post (AP) address, even if it is not an overseas address:

  • If your home address is an AP address, please enter up to two address lines plus locality, state & postcode.
  • If your home address is not an AP address, please enter up to three address lines without locality, state & postcode, and please enter your home state below and your postal address in the section provided.
Internal address This only appears if it may be relevant to you - ie: if you are or may be associated with an organisation with internal addresses.
No longer used Check this box if your internal address is no longer relevant to you. This is especially if you are no longer associated with the organisation and you are reverting from a current internal address to your postal or home address for correspondence.
Effective date of change The date from which you want the change of address to take effect. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated changes are not accepted.
Address Your internal address cannot be an Australia Post (AP) address - please enter up to three address lines without locality, state & postcode.
Telephone numbers Please enter all relevant telephone numbers, with STD codes where appropriate (ie: generally non-mobile numbers except 1800 & 13 prefixes).
Email address Your email address - please note that we may contact you from time-to-time via this email address.

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What do the Person Changes information elements mean?

Person details 
Person You can either enter the details for a new person or change the details for an existing person - select ‘New Person’ or the name of an existing person respectively.
Join date This is relevant only for a new person and is the date from which their coverage is to commence. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated join dates are not accepted.
Effective date of change This is relevant only for an existing person and is the date from which you want the change of personal details to take effect. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated changes are not accepted.
Relationship The relationship of this person to the person responsible for the membership (the member). A new person may be an advance registration of an impending birth - antenatal registration - and there is a specific relationship for this case as the traditional relationship (son or daughter) is not yet known.
Rank Especially for persons involved with military and religious orders.
Title Standard personal titles.
Names Enter a single first name and your surname. If you have multiple middle names, please place them in the second name field. For an ante-natal registration, enter planned names, if known, or simply ‘expected birth’ for the first name plus the planned surname.
Postnominals

These are especially distinctions, qualifications, associations and awards placed after a persons name.

E.g. MA or BSc (hon) or Jr or Junior or FRAC GP or III or KCMG
Gender Male or Female - may be left blank when registering an impending birth.
Birth date May be left blank when registering an impending birth.

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What do the Cover Changes information elements mean?

Cover details 
Effective date of change This is the date from which you want the change of cover to take effect. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated changes are not accepted.
Cover type Enables you to indicate if you want only hospital or only ancillary (extras) cover or combined hospital and ancillary cover. This selection causes the list of products to show only products for the selected type of cover.
Product Select your preferred product from the list. Note that the list contains only products for the selected cover type. Please note that a change of cover will cause a change of contribution rate and may require waiting periods to be served before increased benefits apply.
Benefit payment method
You can have your benefits paid to you either by a cheque posted to you or by direct credit to your bank, building society or credit union account.
Account type Select the type of financial institution - bank, building society or credit union.
BSB number Enter the Bank, State, Branch (BSB) number for the account. This should be checked against the BSB number shown on cheques and/or deposit slips for the account. Then confirm that the number is a valid BSB by clicking on the ‘Check BSB’ button.
Account number Enter the account number as up to 9 numeric digits, without any spaces, hyphens, slashes, commas or any other punctuation.
Account name The account name should appear just as it does on the financial institution statement.

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What do the Contribution Changes information elements mean?

Direct debit contribution payments Answer Yes if you prefer your future contributions to be direct debited to a financial institution account or credit card. If you answer No to this option you must arrange to pay contributions in a timely manner. Contact the fund to determine your contribution and reminder options.
Contribution frequency details 
Effective date of change This is the date from which you want the change of contribution frequency to take effect. The fund may adjust the effective date to align your contribution cycle with fund processing cycles. The time window is limited in that you can only enter a date between today and two months in the future. Please note that backdated changes are not accepted.
Contribution frequency Select your preferred frequency for paying contributions.
Debit account details 
Type Select the type of financial institution - bank, building society or credit union or selected credit cards. The selection here controls the information requested - BSB, account number & name for bank, building society and credit union accounts; versus card expiry date card number & card name for credit cards.
BSB number Enter the Bank, State, Branch (BSB) number for the account. This should be checked against the BSB number shown on cheques and/or deposit slips for the account. Then confirm that the number is a valid BSB by clicking on the ‘Check BSB’ button.
Account number Enter the account number as up to 9 numeric digits, without any spaces, hyphens, slashes, commas or any other punctuation.
Account name The account name should appear just as it does on the financial institution statement.
Card expiry date Enter the expiry date on the credit card as month and year (two digits each).
Card number Enter the credit card number as up to 16 numeric digits, without any spaces, hyphens, slashes, commas or any other punctuation.
Card name The name should appear just as it does on the credit card.

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What do the Credit Card Payment information elements mean?

Receipt date This is the date from which the payment is deemed to be received, although your credit card may not be debited until the next day or later. Sufficient funds should be kept available until debiting occurs.
Amount The amount is initially set to your normal contribution amount, which is the amount required to pay for cover for your normal contribution period (ie: fortnight, month, quarter etc). You may vary the amount to pay for a longer or shorter period of cover.
Debit account details 
Type Select the type of credit or debit card. Both debit & credit cards issued by the major card organisations are supported.
Card number Enter the credit card number as up to 16 numeric digits, without any spaces, hyphens, slashes, commas or any other punctuation.
Card name The name should appear just as it does on the credit card.
Card expiry date Enter the expiry date on the credit card as month and year (two digits each).

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What do the Claims History information elements mean?

Selection criteria 
Person This allows you to view claims history either for all persons in your membership or for just a specific person in your membership.
Claim type

This allows you to view history either for all claim types or for just an individual claim type. There are three claim types - Hospital, Medical & Ancillary (Extras):

  • Hospital claims relate to the costs of:
    • accommodation services (eg: a bed in a shared or private ward, intensive care etc.)
    • supplies (eg: surgical disposables, prostheses, special drugs, bandages etc.)
    • operating theatre and facility fees.
  • Medical claims relate to the costs of services supplied by medical providers (eg: surgeons, anaesthetists, pathologists, radiologists etc.) while patients are admitted to a hospital.
  • Ancillary (or Extras) claims relate to non-hospital, non-medical services (eg: dental, optical, physiotherapy, chiropractics etc).
Service date This is the date on which the service or supply was provided to the person in the membership. There are options to quickly select all history with the last month, quarter or year, relative to today. Alternatively, the From & To dates allow a period to be defined. Note that there is a maximum of two years history available online.
Search results 
As at date This shows the currency of the claims history information, or how up-to-date it is. This date indicates when the online claims history was last updated, and is typically yesterday. Claims lodged with the fund after this date will not appear in the results.
Claim number The number before the decimal point is the claim identification number assigned by the fund and assists the fund to quickly find the claim information. The number after the decimal point is a sequential number for each service in the claim.
Person The person in the membership who received the service or supply.
Provider

The name of the provider of the service or supply, and could be one of the following (See Claim Type above for a definition of the claim types and the related types of providers):

  • Hospital, for a hospital claim type.
  • Medical provider, for a medical claim type.
  • Ancillary provider, for an ancillary (extras) claim.
Service date The date on which the service or supply was provided to the person in the membership.
Claim type See the description for Claim Type in the Selection Criteria above.
Item The identification code for the service or supply. The same Item codes should appear on the provider’s account. If you hover your mouse pointer over the Item code, a short description of the service or supply will appear.
Days Svcs

This is either a number of days or a number of times a service or supply was supplied, depending on the Claim Type:

  • Hospital accommodation service - the number of days accommodated. See Claim Type in the Selection Criteria for information on accommodation claims.
  • Hospital non-accommodation service or supply - number of times the service or supply was supplied.
  • Medical - not applicable.
  • Ancillary (Extras) - number of times the service or supply was supplied.
Cost The fee charged by the provider for the service or supply.
Fund benefit The benefit or rebate paid by the fund for the service or supply. The benefit may have been paid to you or direct to the provider.
Medicare benefit The benefit or rebate paid by Medicare. Medicare only pays a benefit for medical claims. Where a Medicare benefit shows, the fund has added the fund benefit to the Medicare benefit and paid the total benefit to the provider. Where an asterisk (*) shows, the Medicare benefit has been paid by Medicare and the fund benefit has been paid separately, either to you or to the provider.
Status

This shows the current status of the claim and when that status occurred. Claims where the status has changed after the ‘as at’ date will not show the new status in the results:

  • Received - indicates that the claim has just been received and logged into the fund system.
  • Pending - indicates that the claim is either being processed or awaiting further information required for processing.
  • Paid - indicates that the claim processing is complete and the benefit has been paid.

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What do the Premium Calculator information elements mean?

Current Paid-To-Date This is the date to which the membership is currently paid-up. Note that recent contributions, especially group payroll contributions (if applicable), may not have been received by the fund.
New Paid-To-Date

Either:

  • Enter the new paid-to date that you would like the membership to be paid-up to and press the Calculate Premium button the calculate the required premium amount; or
  • Shows the date to which the membership would become paid-up after entering a premium amount and pressing the Calculate Paid-to Date button.
Premium amount

Either:

  • Enter the premium amount and press the Calculate Paid-to Date button to calculate the new paid-to date to which the membership would become paid-up; or
  • Shows the required premium amount after entering a new paid-to date and pressing the Calculate Premium button.

Note that there may be minor variations between premium amounts and new paid-to dates, especially where:

  • There is a loading; or
  • Recent contributions may not have been received by the fund.

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What do the Private Health Insurance (Tax) Statement information elements mean?

Financial Year allows you to select the financial year for which the statement will be produced. Only the last two financial years will be available. The statement appears as a PDF document viewed by Acrobat Reader, which enables you to:

  • Save a copy of the statement, and
  • Print the statement
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What do the 'Changes Pending' messages mean?

Changes Pending indicates a transaction has been successfully entered containing changes for the section next to the message. The Member Details information is not changed immediately, as the fund needs to verify the requested changes. When the changes are successfully verified (typically the next business day) they are applied to the membership and then, overnight, are reflected on the Member Details page. Thus it can take up to two business days for the requested changes to become effective on the Member Details page.

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