Health insurance remediation action

We’ve identified that some of our members, both past and present, have been negatively affected by internal issues with their Southern Cross health insurance which require action from us to put right.

We’re currently in the process of contacting our affected members to advise of how they have been impacted, and the action we are taking to remediate the issues. This includes any monetary payment that the member may be entitled to.

Here at Southern Cross, we pride ourselves on being with our members. That’s why we take the extra step to make sure that any disadvantage we may have put our members in is corrected as soon as possible.

What to do if you’re entitled to a payment

If you are entitled to a payment, you may receive an email or letter from us to confirm your next steps:

• If we have your bank account on record, we’ll confirm that account as the one we’ll be paying the money into. If you’re happy for the payment to be deposited into that account, you won’t need to do anything.
• If you want the payment to go into a different bank account, you need to complete this form or call us within 10 working days of the date on your letter or email. If we don’t hear from you within that time period, the payment will be deposited into the bank account set out in our letter / email.
• If we don’t have your bank account details, we’ll request that you complete this form, or to call us with your preferred account details within 30 working days of the date on your letter or email. Once we receive your nominated bank account details, we will pay you within 10 working days.
• In the event we attempt a payment and it bounces, we will communicate with you again to request valid account details for the money to be paid into.
• Sometimes, proof of bank account is required if your payment is over a certain amount, and we don’t have an account on file for you (or you’d like the payment made into a different account to the one we have on file). You will need to submit proof of your account details on this form.

If you receive payment from us without communication
Sometimes, we may pay compensation without sending an email or letter. This is because the amount being paid is below the threshold we have set that would trigger a communication from us. If you receive an unexpected payment from Southern Cross and would like more information, feel free to contact us.

Note: Account information that you submit in relation to receiving remediation payment will only be used for the purposes of that payment. To change the account your claims are paid into, or change the account that premiums are paid from, you still need to login to My Southern Cross or contact us.

Our complaints process

The complaints process below describes how Southern Cross Medical Care Society (“Southern Cross”) addresses complaints. If you are unhappy with our products or services, we want to hear from you so we can address your concerns.

How to make a complaint

You can make a complaint about our products or services with any of our representatives, by:

• using our online complaints form
• calling us on 0800 800 181
• writing to us at: Complaints at Southern Cross, Southern Cross Health Society, Private Bag 99934, Newmarket, Auckland 1149.

Complaints process

Step 1
We will try to resolve your complaint the first time you contact us.

Step 2
If we can’t resolve it the first time you contact us, we will refer your complaint to the appropriate team. They will acknowledge your complaint within two working days of the date they receive it (or as soon as they can). We will also let you know, by phone or email, how our complaints process works.

We aim to resolve complaints timely and fair manner, and we’ll keep you updated on our progress. We will keep you informed about the outcome of any investigation in a clear and open manner.

Step 3
If you’re not happy with our response, you can ask for your complaint be reviewed by our Member Relations Team. They will review and make a final decision and let you know what that is as soon as possible. If you are still not satisfied, we can provide you with a letter of deadlock to confirm you have come to the end of our internal complaints process, so you can raise your complaint with our independent Dispute Resolution Scheme provider.

Disputes Resolution Scheme

We belong to the Insurance & Financial Services Ombudsman’s approved Dispute Resolution Scheme (IFSO Scheme). It is a free and independent dispute resolution service that can help if we can’t resolve your complaint.

If your complaint has been through our complaints process, and we have issued you with a letter of deadlock, and you’re still not satisfied with the outcome, you can refer your complaint to the IFSO Scheme for review.

You can contact the IFSO Scheme on 0800 888 202, email at [email protected] or at www.ifso.nz or write to Insurance & Financial Services Ombudsman, PO BOX 10 845, Wellington 6143.

FAQs