Direct billing
At a clinic in the insurer's network, show your member card or the e-card in the app and the clinic bills the insurer. You pay nothing, or just the gap. Bupa calls it Members First; Allianz Care has direct billing partner clinics.
CLAIMS
Claims guide
Medical costs in Australia are settled one of two ways: the clinic bills your insurer directly (direct billing), or you pay first and claim it back (pay and claim).
Pay and claim
Anywhere else, pay the full amount, keep the itemised invoice, and submit a claim in the insurer's app or website. The refund goes to your Australian bank account.
Pay and claim in four steps
- 01
Ask the clinic for an itemised invoice when you pay; a plain receipt may not be accepted.
- 02
Log in to the insurer's app or member portal and choose to make a claim.
- 03
Photograph the invoice, enter the visit details and confirm the bank account for the refund.
- 04
Wait for approval. The money goes to your account and you can follow progress in the app.
What to have ready
| Itemised invoice: clinic and doctor numbers, date, item codes, amounts |
| Pharmacy receipt for prescription medicines |
| An Australian bank account (most insurers only refund to one) |
| Your insurer app login and member number |
The two apps
| Bupa | myBupa: claims, estimates before treatment, remaining limits and renewals; Bupa also has stores and WhatsApp support. |
|---|---|
| Allianz Care | Allianz MyHealth app: your policy, claims, claim progress, and one-tap emergency calls. |
Common situations
How long does a refund take?
With complete documents, usually a few working days. It varies by insurer; the app shows progress.
What about emergencies and hospital stays?
Public hospitals usually settle directly with the insurer. For a planned admission, contact the insurer first to confirm what's covered.
My claim was rejected. Now what?
Common reasons: incomplete invoice, still in a waiting period, or the item isn't covered. Send us the documents and we'll check whether it can be fixed.
Can the refund go to a bank card from home?
Most insurers only pay into Australian accounts, so open one soon after you arrive.
Stuck with a claim?
Send us the invoice and the insurer's reply and we'll take a look.