COVID-19 Member Support Program

Defence Health has introduced the COVID-19 Support Program to help members during this pandemic.

Support in these exceptional circumstances includes:

    • Suspending the 1 April 2020 premium increase until further notice for all members. You do not need to take any action; this has been automatically applied to your policy. 
    • Covering all eligible members with a Defence Health Hospital policy who may require COVID-19 related treatment. To determine if you are eligible, please contact member services on 1800 335 425.
    • Extending Extras claiming criteria to include ‘telehealth’ consultations for members requiring ongoing or newly referred dietetics consultations, psychology, speech pathology, occupational therapy, physiotherapy or exercise physiology sessions over video or phone (conditions apply).
    • Temporary changes to our financial hardship suspension rules, allowing eligible members who joined Defence Health less than 12 months ago but on or before 1 March 2020 to suspend their policy for a minimum 3 months and up to 6 months.
    • Extending the option of financial hardship suspension to Extras-only and Young Adult Support Plan policy holders.
    • Allowing those who’ve returned from suspension within last 12 months to suspend their policy again for a further 3 to 6 months during the pandemic.
    • Members who have already paid their excess in the current financial year, and had another planned hospital admission between 1 March and 30 June 2020 that has now been moved due to COVID-19 into the next financial year, will not be charged an excess in the next financial year for the delayed admission(s). Members in this situation need to call us to ensure no excess charge is applied (1800 335 425). Please note, the excess will still apply to any other admissions that were not delayed as a result of COVID-19.
    • Maintaining Reservists’ current ADF package or Reservist discount until further notice, with no requirement to provide a declaration of service (recognising days served may be reduced due to pandemic).
    • Extending ex-serving members transition discounts by 6 months.

Read our COVID-19 Member Support Flyer.



  • I am a member and experiencing financial hardship due to the pandemic; will I lose my cover?

    Defence Health understands the financial impact the pandemic is having on our members. If you are experiencing financial hardship, we recommend you contact our Member Services team to discuss the COVID-19 Member Support Program that we have put in place to provide some relief 1800 335 425. 

  • What role are private hospitals playing in the pandemic?

    On 31 March, the government announced the integration of Australia’s 657 private hospitals with the public sector to ensure maximum and coordinated capacity to deal with the COVID-19 pandemic. This was important to ensure the entire hospital network (including doctors and nurses) would be resourced and ready to respond. The restrictions on non-urgent elective surgery began lifting on 27 April. Elective surgery in private hospitals is now returning to a more normal operating rhythm. Your doctor is the best person to speak to about the timing of any elective surgery you may need.   


  • I have hospital cover; will I be covered if I need to get treated for COVID-19 in a private hospital?

    If you are diagnosed with COVID-19, you will receive treatment, regardless of your level of cover, in a designated COVID-19 facility, which may be in a public or private hospital.

    As part of our COVID-19 Member Support Program, to provide peace of mind for our members, Defence Health will cover all existing members with active hospital cover who may require COVID-19 related treatment. Regardless of the hospital product you are on e.g. Everyday Hospital Bronze Plus or Essentials Hospital Basic Plus, we will cover COVID-19 related treatment in a private hospital. 
    We remain committed to supporting our members through the coming months and will keep you updated as the situation changes.


  • Why do I need my private health insurance cover?
      • There will be a backlog of elective surgery in the public system due to the pandemic response, adding to the wait for public patients. Private hospital cover gives you greater control over the timing of elective surgery, and gives you the choice of doctor for your treatment. 
      • Allied health providers temporarily closed early in the pandemic, but are now returning to their practices. Plus, members can still use their extras cover to access ‘telehealth’ benefits for ongoing or newly referred dietetics consultations, psychology, speech pathology, occupational therapy, exercise physiology and physiotherapy sessions over video or phone (conditions apply). Benefits are subject to the usual waiting periods and annual limits that apply to your cover.
      • You may also require your cover for private hospital treatment if the unexpected happens; e.g. an accident, injury or illness.
      • The Medicare Levy Surcharge and Lifetime Health Cover loading may apply to you if you choose to drop your hospital insurance.
      • To avoid waiting periods in the future, you need to maintain your hospital cover.

    If you are concerned that you will be unable to make premium payments, please call us to discuss on 1800 335 425.

  • What’s the best way to claim for telehealth consultation services?
      • When you make an allied health appointment, ask the provider if the consultation is billable through HICAPS. If it is, phone us on 1800 335 425 for the number that’s embedded in the magnetic strip on your member card. The provider will use this number to process your benefit.
      • If HICAPS is not available, the provider will most likely ask you to pay for the consultation up front and email you the receipt. You can then send your claim to us via your Online Member Services account (for next day payment); our mobile claiming app or by downloading and emailing (or posting) a claim form.
  • Can I use my Veteran Card for telehealth consultations?

    Members with a Veteran Card are advised they can access telehealth services from a medical or health professional at no cost based on their accepted conditions or within non-liability healthcare provisions. If the healthcare provider accepts DVA cards, veterans can continue to receive medical, community nursing and many allied health services via video-conference or over the phone instead of visiting the clinic or practice. 

    DVA funding for allied health services is broader than the Medicare funding for civilian telehealth services. Ongoing treatment cycles remain in place. And if necessary, you may obtain a GP referral for new clinically required allied health treatment. For more information, contact the DVA directly on 1800 555 254 or visit the DVA website.

  • Why do I need my extras cover?

    We’ve expanded our extras claiming criteria to allow for consultations over video or phone. Effective 13 March 2020, Defence Health members with eligible extras cover may claim for clinical psychology, physiotherapy, dietetics, occupational therapy, exercise physiology or speech pathology delivered by teleconsultation. Dentists and other providers like optometrists are returning to their practices for face-to-face treatment, so you’ll need your extras cover for these and other general treatment services.  
    If you cancel your extras cover, waiting periods will have to be re-served when you rejoin at a later date.

  • I am an ADF Reservist and am unable to meet the required days served, will I lose my ADF package or Reservist discount?

    No. Effective 27 March 2020, all existing ADF Reservists on an ADF package or Reservist discount will remain on it until further notice. Defence Health recognises the pandemic may limit days served and will not require Reservists to provide a declaration of service until further notice. 

  • I am currently receiving the ADF transition discount; do I need to do anything to have this extended?

    No. If you are an existing member receiving the 12-month transitional discount, it will automatically be extended by 6 months. This will also apply to newly discharged members who join Defence Health before 30 September 2020.  

  • Who should be tested for COVID-19?

    Each state and territory is operating its own COVID-19 testing regime. If you are sick and think you might have COVID-19, you can check your symptoms in the federal government’s healthdirect coronavirus symptom checker. If you have serious symptoms, such as difficulty breathing, call 000 for urgent medical help.

  • Can I claim for COVID-19 testing through my health insurance?

    No, testing for the virus (when required) is covered by Medicare.  

  • What is the best way to slow the spread of the virus?

    Good personal hygiene is the first step (frequently wash hands or use sanitiser; cough or sneeze into your elbow (or a tissue followed by immediate disposal) and keep your distance from other people.

    Other measures include:

      • following all Government announcements
      • maintaining social distancing measures
      • following self-isolation restrictions.
  • What should I do if I become unwell?

    If you develop flu-like symptoms you should call the COVID-19 triage hotline on 1800 020 080 (or phone your GP). Making a call first is important in reducing the spread of the virus.

    If you have mild symptoms, you may then be directed to one of ‘pop-up’ respiratory clinics. The clinics are staffed by doctors and nurses who can assess, test and diagnose respiratory illness. This service is publicly funded as part of the government’s COVID-19 National Health Plan.

    Tele-health services are also being funded by the government. If a doctor advises you to isolate yourself at home, or if you are deemed a ‘vulnerable person’ (for example, older than 70, indigenous and older than 50, pregnant or new parent, or immuno-compromised) you may be able to access these services for free under Medicare.