Member app FAQs

Member app FAQs

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Getting the app

How do I get the app?

You can download our member app on the App Store or Google Play

Why does the app only work on newer phone operating systems?

For our app’s improved security and other features to work, it needs the technological capabilities more recent iOS and Android operating systems offer.

How can I check which operating system my device is running?

Here's how to find out:

Apple

  • What you need: iOS 11.0 or higher
  • How to check: Go to Settings > General > About and view the Software Version

Android

  • What you need: 8.0 or higher
  • How to check: Go to Settings > About phone or About device > Android version and view the version information (you may need to go to Settings > About phone > Software information > Android version, depending on your phone).

I’m getting an error message when I open the app. What do I do?

This can happen when you’re running an older version of the app. Updating to the latest version gives you access to its newest features and helps you avoid this issue.

How can I check I have the latest version of the app?

Here's how to check:

  1. Visit the App Store or Google Play
  2. Search for the UniHealth app
  3. Tap on the UniHealth app icon
  4. If you don't have the latest version, you'll get the option to Update
  5. Tap Update to get the latest version.

Setting up your account

How do I register for the app?

How you get up and running will depend on whether you’re new to UniHealth or just new to the app.
Here are the steps if you are:

Registering for new members (or if you’re not on OMS):

  • Download and open the app
  • Tap Register
  • Enter your membership number, last name and date of birth
  • Choose how you’d like to get the verification code
  • Enter the code
  • Create a password
  • If it’s available, you can also set up Face ID or Biometrics.

 

Registering for members with an OMS account:

  • Download and open the app
  • Tap Login
  • Enter your membership number and your OMS password
  • If it’s available, you can also set up Face ID or Biometrics.
UniHealth app screenshots

I’m getting a blue/white screen when I try to register. What should I do?

This can happen on older versions of iOS or Android. We regularly update the app to help fix these issues, so it’s always a good idea to check if you’re running the latest version of the app.

Why didn’t I get a code when I tried to register? 

First, check the following:

  • Membership number
    Make sure the number you’ve entered matches the one on your membership card.

  • Mobile
    Please check that we have your current mobile number. If you’re registered on Online Member Services go to My membership > Contact details to check or update it.

    If you’re new to the fund, call us on 1300 367 906 to confirm we’ve got the correct mobile number and update it if needed.

    Please wait a few minutes after updating your details before you try again.

  • Email
    If you chose to send the code via email, please check your address is correct. If you’re registered on Online Member Services go to My membership > Contact details to check or update it.

    Or call us on 1300 367 906 to confirm we’ve got the correct email address if you’re new to UniHealth.

If none of the above work for you, please call us on 1300 367 906 so we can help you get started. 

I just joined UniHealth – why can’t I register for the app?

This might be because your membership application is still being processed and you haven’t been given a membership number yet.

If your join date is in the future, please note you won’t be able to register for the app until after your join date.

Why can’t more than one family member register for the app?

There’s one membership number for a family, so there can only be one password linked to the membership number to log in. The SMS code to register for the app will be sent to the primary member.

Logging in

Can I use Face ID or Biometrics to log in?

Yes! If it’s an option on your device, the app supports Face ID or Biometrics. 

Can I get logins for other people on my membership?

Sorry – no. At the moment, we can only support one login per membership.

I’ve forgotten my password. What do I do? 

Use the ‘forgot password’ link to reset it. Please wait a few minutes after updating your details before trying to log in again.

My password doesn't work. What's happening? 

If you’ve also registered for Online Member Services, your passwords sync between both. That means if you reset your password on one, the changes carry over to the other. So if you’ve recently changed your password via Online Member Services, please use that same password when logging in to the app.

Please wait a few minutes after updating your details before trying to log in again.

How do I update my password? 

Log in to the app and go to Settings > Change password.

Please note if you’ve also registered for Online Member Services, your passwords sync between both. So next time you log in to either the app or Online Member Services, you’ll need to use the same password.

I’ve accidentally been blocked from the app, what can I do?

Sometimes, too many failed log in attempts can lead to you being blocked from the app. You’ll need to wait up to 15 mins and try again.

In the meantime, you can always log in to Online Member Services.

Security

Is the app secure?

Yes. We take your security very seriously and have implemented multi-factor authentication to ensure no one else can gain access to your information.

My details

Can I update my address in the app? 

Yes. To update your address, please go to My membership > Contact details.

Please note the state you live in affects your premium. So your premium may increase (or, better still, go down!) depending on where you live.

Can I update my contact number in the app? 

Yes. To update your contact number, please go to My membership > Contact details.

Please note only the primary member can make this change.

Can I update my email address in the app? 

Yes. To update your email address, please go to My membership > Contact details.

Please note only the primary member can make this change.

Can I update my payment details in the app? 

Yes. To update your direct debit details (the account from which you pay your premiums) or your direct credit details (the account we use to pay your benefits), please go to Membership > details – premiums or Membership > Payment details – claims. 

If you’ve opted to pay your premiums from payroll, you’ll need to contact us to make any changes to your payment details.

Can I change my payment frequency via the app?

Yes. To change your payment frequency, head to Membership > Cover details. Then, click the edit icon next to premium, choose your Payment frequency and click Update.

If you’ve opted to pay your premiums from payroll, you’ll need to contact us to make any changes to your payment frequency.

Can I make a one-off payment via the app?

You can make a one-off payment by credit card.  Head to Make a payment and choose Enter amount date or select New paid-to date and follow the prompts.

Can I remove suspension notifications?

No. They’ll display until the suspended membership is reactivated. The app shows the status of everyone on a membership so you know who can use their cover, and who can’t.

I’ve lost my card! Can I order a replacement via the app?

Yes. Go to Membership > Order membership card(s), select the name of person who needs the card and follow the prompts. 

We’re fixing claiming issues

Apologies if the technical issue is preventing you from claiming via the app. We’re working hard to fix the problem ASAP. Please note that while the cut-off for using 2023 annual limits is 1 January, this deadline doesn’t apply to claiming for 2023 receipts. You do have up to 2 years to submit claims.

Claiming

Why do I have to log in to submit a claim?

This is all about security – making sure your information’s safe. 

I’ve been waiting a while for my Extras claim to be paid. How long will it take?

Did you get a confirmation email from us after you submitted your claim? If you did, rest assured that we have it.

In the meantime, you can check the status of your claim by clicking Claims > Claims history and selecting the person and service you want to view.

Alternatively, you can check the status of your claim at Online Member Services > Claims & benefits > Claims history.

Can I update my direct credit details for claims payments?

Yes. Go to Membership and choose Payment details – claims. Then, tap the edit icon next to the account holder’s name and update. Please note only the primary member can make this change.

I tried to submit an Extras claim for someone who used to be on my membership, but couldn’t. Don’t I have two years to submit claims?

That’s right – you have two years from the date of the service or treatment to lodge an Extras claim. 

If you’re looking to submit a claim for a person who is no longer a member, please contact us.

How else can I make an Extras claim?

You can also claim for Extras by completing a claim form and submitting it by mail, via email or in person. Find out how to submit a claim form