We know that in times like these, every little bit helps. We introduced a range of support measures during the COVID 19 pandemic, and now we’re planning to defer the 2023 premium increase by seven months from 1 April 2023 to 1 November 2023.
Non-urgent elective surgery
To see the latest information in relation to restrictions put in place for non-urgent elective surgery in private and public hospital please refer to these websites:
Ways to use Extras cover
Many health providers have started delivering their services over the phone or using video conferencing. Australian Unity pays benefits towards some Telehealth services, where this type of delivery is deemed appropriate by your health provider. The following treatments are eligible for benefits where the consultation can be appropriately delivered as a telehealth appointment: Dietetics, Exercise Physiology, Nutrition, Occupational Therapy, Physiotherapy, Psychology and Speech Therapy. Terms and conditions apply. To check your eligibility, please review your fact sheet or contact Australian Unity on 1300 706 955.
COVIDSafe app
The Australian Government has released the COVIDSafe app to speed up the process of contacting people exposed to COVID-19. Australian Unity is encouraging its employees, customers and the community to help slow the spread of COVID-19 by downloading the app. To find out more about the COVIDSafe app and how to download it, visit the Department of Health website.
Our People
We're lucky that the majority of our staff can work from home and continue to deliver for our customers. Importantly, this helps us minimise the risk of infection both for our people and the community more broadly. We are also providing our staff with a range of support services and special leave arrangements if they are impacted by COVID-19.Keeping you informed
We are closely monitoring advice from the Government and likewise, we advise that you also follow government health updates, as this situation is evolving, and advice is being regularly updated.We recommend you visit our website frequently, so you can stay up-to-date on what we're doing in response to COVID-19, support options and other information.
This is new to all of us so as the situation changes we will continue to review how we can best help. Thanks for your patience and understanding as we support our customers, staff and our community to stay safe and healthy.
Need to get in touch?
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 for specific services and questions please refer to our Contact Us resource tab
We will continue to update these FAQ’s as the COVID-19 situation evolves.
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.
Some Overseas Visitor Cover (OVC) products include doctor (GP) and specialist visits as part of the cover (also known as out-of-hospital medical treatment). On these products, you will be covered up to the schedule fee for the item number raised as per the Medicare Benefits Schedule (MBS).
If you are hospitalised for Coronavirus, your coverage will depend on your level of cover and the kind of hospital you are admitted to. Please check the Fact Sheet for the details of your cover including:
Your product Fact Sheet will detail your cover such as if you’re able to receive benefits for treatment in an agreement Private Hospital or Public Hospital as a private patient.
As with any hospital admission, it is recommended that a Hospital Eligibility Check (HEC) be completed by contacting Australian Unity. This is recommended to be done by yourself and the admitting hospital to ensure that you are fully informed about your cover before being admitted (where possible).
You can access Fact Sheets under 'About your level of cover' or by logging into Online Member Services (OMS).
To further understand your Overseas Visitor Cover, please visit Overseas Visitor Cover Frequently Asked Questions
Normally, our suspension criteria are as follows:
However, given the circumstances, we will also review applications that do not meet our minimum suspension criteria. If you are applying for a suspension, please call us on 1300 720 695 to find out about relevant support options.
If you are requesting an extension to a suspension, please send us an email at customerservice@australianunity.com.au along with your membership number, full name and address as well as a brief summary of your circumstances.
Please do not return by post as this could significantly delay your application.
It is recommended that you seek advice from your relevant Immigration Advisor/Officer or Migration Agent (as relevant) as to whether your cover should be extended.
If you are required to extend your cover, you can log into your Online Member Services (OMS) or call our dedicated Overseas Visitors Cover team on 1300 720 695 to make a payment via credit card.Under normal circumstances, you can cancel your cover at any time. The minimum term of a membership is one month, therefore we don’t usually refund the first month of premium.
Given the exceptional circumstances we are all experiencing, we understand that it may be out of your control. As such, if you can no longer come to Australia we can cancel your membership from the date joined fund and you will receive a full refund back to the account the initial payment was made from.
If you would like to cancel your policy, please send us an email at customerservice@australianunity.com.au along with your membership number, full name and address as well as the date you want to cancel your policy.
We understand that circumstances are constantly changing. If you have been unable to travel to Australia but you still intend to arrive at a later time, you can request to extend your start date.
If you would like to make your start date later, please send us an email at customerservice@australianunity.com.au along with your membership number, full name and address and what date you wish to move your start date to.
Please note, we cannot backdate the start date on your policy.
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.
We are closely monitoring the situation daily and advice from the Government. Australian Unity is doing all it can to reduce the impact of COVID-19 on its members, customers, employees and the communities in which we live and work.
The wellbeing of our customers and our people is our highest priority in these challenging times and we are doing everything we can to support and care for them.
We are updating our OVC COVID-19 website page as often as we can with any updated support information for our customers. Please continue to refer to this page for how we can support you and your family during this time.
To see the latest information in relation to restrictions put in place for non-urgent elective surgery in private and public hospital please refer to these websites:
Some Overseas Visitor Covers include doctor (GP) and specialist consultations as part of the cover (also known as out-of-hospital medical treatment). On those products, you will be covered up to the schedule fee for the item number raised as per the Medicare Benefits Schedule (MBS) of fees set by the Australian government. Your coverage will also depend on any waiting periods or restrictions on your cover, so please ensure you read the Fact Sheet , which can be found at Online Member Services, or under 'About your level of cover', or call us on 1300 720 695.
COVID-19, also known as coronavirus, is top of mind for many of us now. Please understand that Australian Unity is continuing to take this situation very seriously. We are actively monitoring the situation and taking measures to do what’s right for our customers, members and employees.
Novel coronavirus is part of a group of viruses that typically affect the respiratory tract and are associated with the common cold and pneumonia. According to the World Health Organisation, the official name of the virus is “COVID-19”.
As an organisation that supports our customers, members and employees in the community and their homes, it is important to be informed about this virus and to take active measures to minimise its impact.
We are closely monitoring advice from the Government and likewise, we advise that you also follow government health updates, as this situation is evolving, and advice is being regularly updated.
We spoke with Nancy Huang, Chief Medical Advisor for Australian Unity, who answered some frequently asked questions about the virus, its effects, and what can be done to avoid and limit exposure.
The symptoms are like those of cold or a flu affecting the respiratory tract. The most common symptoms are fever, breathing difficulties such as breathlessness, cough and a sore throat.
The virus spreads from droplets transmitted by an infected person coughing or sneezing, or by contact with contaminated hands, clothing, surfaces or objects.
The virus spreads from human-to-human via close contact, respiratory droplets or bodily fluids.
Contact with people while they are infectious directly through contact with droplet or bodily fluids, or indirectly from surfaces contaminated with these substances, can lead to infection.
Please seek medical advice urgently, put on a face mask and avoid close contact with anyone.
Information provided in this article is not medical advice and you should consult with your healthcare practitioner. Australian Unity accepts no responsibility for the accuracy of any of the opinions, advice, representations or information contained in this publication. Readers should rely on their own advice and enquiries in making decisions affecting their own health, wellbeing or interest.
Australian Unity is committed to supporting our members, customers, employees and the community throughout COVID-19.
As our employees continue to work from home you may also experience longer than normal wait times and occasionally some background noise during the call.
We appreciate your patience and please be assured we are here to support your health and wellbeing.
Following are details of the best ways to contact us during this time:
Online Member Services
If you’re an existing member already using Online Member Services (OMS) or our app you can make an extras claim, make a payment, update your details, order new cards or check your remaining benefits using either of those services.
Are you an existing member, but not registered for Online Member Services? Register today and start managing your membership online.
Online enquiry form
If you have a question regarding health insurance, simply submit the details via the form and we will contact you to answer your query.
General Enquiries
For general enquiries call
We have the following options available to you:
Payments can be made via the following methods:
If you have any difficulties or questions regarding the above, please call us on and we will be happy to assist.