How to claim

Claiming made easy with the GU Health App

Make a claim, keep track of your Extras, explore your Rewards and more with the GU Health App.



Make a claim online in three easy steps

Claim on eligible extras online in three easy steps with Flex-eClaim. Get feedback on the status of your claim and benefits are paid into your bank account within two business days of your claim being approved.

To get started, just log in to or register for Online Member Services.

To find out more and to make a claim now click here.


If your extras service provider has a HICAPS facility, you can swipe your GU Health Member Card to claim instantly and only pay the difference between your benefit amount and the full cost of the treatment.

If you have an Apple or Android smartphone, you can access your digital GU Health Member Card to save bringing your plastic card with you to your healthcare appointments. Find your digital member card in the latest GU Health App - just look for “My GU Health card”.

Email or post

You can also claim for extras and medical services by email or post. Simply download and print a claim form, fill in the details and send it to us by:

Claim enquiries

For enquiries related to claims, please contact


1800 249 966
8.30am—5pm (AEST)

+61 2 9692 4438


GPO Box 2988,
Melbourne Vic 8060

Claiming your hospital expenses
Claiming medical services (doctors and anaesthetists)
Claiming extras (general dental and other services)
Claim instantly with HICAPS
Claiming health management services and artificial aids
Receive your benefit payments faster with FastBack

If you have an excess on your cover you'll be required to pay this before you are admitted. Once you've paid your excess to the hospital, we'll pay your hospital benefits in accordance with your chosen level of cover.

The hospital will send the claim directly to GU Health for payment. Once this is paid, you will receive a statement from us. If you make the payment in full, we will send the benefit to you.

Quick Tip

Claims relating to pre-existing conditions may need to be assessed by GU Health prior to being approved for payment. We recommend that you contact us before any hospital treatment if there's any doubt as to whether a condition is pre-existing.

If your doctor doesn't participate in the GU Health Medical Gap Network, you'll need to complete the following steps when claiming your hospital medical expenses:

  • Firstly, take your expenses to Medicare and obtain a Statement of Benefit Advice confirmation letter.
  • Complete a claim form, attach your Medicare Statement of Benefit Advice and either submit via Flex-eClaim or send to us via email or mail, see details above.
  • If you’re a non-resident, you can also claim for medical services online via Flex-eClaim.

If your doctor participates in the GU Health Medical Gap Network, the bill can be sent directly to GU Health.

There are three ways to claim on extras:

  • Make claims on the spot through HICAPS by presenting your GU Health Member Card to participating providers. Ask your provider if they are recognised with GU Health before you book your consultation.
  • Submit claims online via Flex-eClaim, attaching a photo or scan of any invoices or itemised accounts.
  • Complete a claim form and attach with your itemised account or official pharmacy receipt and send to us via email or mail, see details above.

Claim instantly and only pay the difference between your benefit amount and the full cost of the treatment with HICAPS.

Simply swipe your GU Health Member Card through a HICAPS terminal post treatment. This is subject to individual limits and HICAPS availability.

You'll need a letter from your doctor explaining why the treatment or aid is required. It will need to specify that the treatment or aid:

  • will help to manage or prevent a chronic disease or condition.
  • will be provided or supplied by a recognised practitioner or supplier.

Where can I get more information about my cover?

Your Plan Information provides information on what you’re entitled to claim. You would have received this booklet in your GU Health Welcome Pack. If you need a new copy, please contact your Member Relations Team or go to Online Member Services.

You can also find and update the details relating to your cover, such as mailing address, FastBack details, membership and excess years and your remaining benefit limits, in Online Member Services.

Provide your bank account details online to receive benefit payments directly into your bank account with FastBack. Register or log in to Online Member Services for this service.