If you’re not claiming through HICAPS, simply complete the claim form and attach your itemised accounts and / or Official Pharmacy Receipts. You can send us your claim form and itemised account or Official Pharmacy Receipt via email or post.

If you're signed up to our FastBack service, we'll make the payment directly into your nominated account; otherwise we'll send you a cheque.

Where there is an unpaid amount owed to the provider, a cheque will be made out and sent directly to them.

Here are five common reasons why you may be unable to use your HICAPS card:

• Is your provider registered with GU Health? If not, all they need to do is call us; email us their association details, address and modality; or complete a provider registration form.
• Is your provider registered for the service you are receiving? We can confirm this for you over the phone.
• Is your membership paid up to date? If you’re behind in payments, your ability to claim using your GU Health Member Card may be temporarily suspended until your payment is processed.
• Do you have an excess on your extras? If you do, your excess will be deducted from your benefit entitlements until your excess amount has been reached.
• Do you have cover for this service or has your annual limit been reached? To check your level of cover, refer to your member booklet or log into Online Member Services to view your remaining limits.

If your HICAPS transaction doesn't work you can pay for your consultation or treatment upfront and then submit a claim form with a copy of your itemised accounts and / or Official Pharmacy Receipts for a post-treatment reimbursement. You can also scan and email your receipts.

If your GU Health Member Card is damaged, you can reorder one through Online Member Services or contact us.

If a provider is registered with Medicare or their relevant industry body, they're referred to as a registered provider. By ensuring a provider is registered, we can be confident that you're receiving a high standard of service from a practitioner with all the right training and qualifications.

You have the freedom to visit a registered provider of your choice. GU Health does not restrict the amount you can claim back on a particular service based on a ‘preferred provider’ list — what you can claim back is based on the terms of your extras cover policy.

Take a moment to search our list of recognised providers who offer the convenience of HICAPS. Alternatively, you can contact us to find out if your provider is recognised.

If you're a provider and you would like to register with GU Health, please complete the provider registration form.

Our covers offer a percentage-of-cost benefit, which means you can claim back a percentage of the amount you paid for your service, up to your annual limits, regardless of the cost. For example, if your extras cover has a percentage-of-cost structure of 80 per cent, you can claim back most of the total cost of your treatment up to your annual limit. Plus, there are no hidden benefit sub-limits.

Some corporate covers, specifically tailored by employers, are structured differently, so please refer to your Online Member Services for more details.

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.