Navy Health Member Portal FAQs
Learn more about navigating our portal and the features that are available.
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Navy Health Member Portal FAQs
Navy Health Member Portal FAQs
Learn more about navigating our portal and the features that are available.
Why can I only have one mobile number, email address and postal address?
Currently, our system is membership based so we can only store one lot of contact details of the main policy holder, partner or a dependent listed on the policy.
This means the Member Portal and Mobile App only allow one log in per membership, however, you can view the profiles of each individual covered by the policy.
Is my password the same as the app?
Yes, your account details will be the same as your app login. If you have forgotten your password, click ‘Forgotten password?’ and follow the prompts to reset.
How do I create an account?
If you don’t currently use the app and need to create an account, you will need go to the portal, select “Register”, and follow the prompts.
How do I create an account without an email address or phone number?
For security reasons you will need to have an email address or phone number listed on your membership to create an account. This helps with account recovery and multi-factor authentication functions which are in place to ensure account security.
To add an email address or phone number, call our Member Services team on 1300 306 289, or email query@navyhealth.com.au
What is MFA?
Navy Health uses Multi-Factor Authentication (MFA) to provide an added layer of security that helps to protect your personal data. When you register, log in, or update your password a one time code will be sent to the registered mobile number or email address on your policy. Should you have trouble logging into the Member Portal please give us a call on 1300 306 289, or email query@navyhealth.com.au.
How do I update my contact details?
As an existing member, you’ll be able to update your contact details using the new Member Portal. You can update your phone number, email address, postal address, and home address. If you need to update your state, you will need to give us a call.
To update your contact details, simply;
• Log in to the Member Portal.
• Click on ‘Membership’ in the main menu.
• Select ‘Contact Details’.
• Click on the edit icon to update each of your contact details.
Alternatively, you can go through the same process using the mobile app or give us a call at 1300 306 289, and our dedicated team will assist you in making the necessary changes.
How do I check my benefit limits?
Once you are logged into the portal you can check your Extras benefit limits using the dashboard or via the Benefit Limits menu. Click through the different services to view the benefit remaining for each.
How do I change my payment frequency and/or payment date?
Direct debit payments can be made on a fortnightly, monthly, quarterly, six monthly or yearly basis. For members who choose to pay via direct debit, a 2% discount is automatically applied for those choosing to pay half yearly and 4% discount for those members choosing to pay annually*.
Payment frequency or change of direct debit date can’t be updated through the portal at this stage, however, our team will be able to do this for you. Simply call 1300 306 289.
* Discounts cannot be backdated and will be applied from the date we receive the requested information. Only one discount can be applied per policy. Discounts are not available on corporate covers.
How do I make a payment – and how far in advance can I pay my premium?
You can conveniently make payments using your Visa or Mastercard online by accessing the Member Portal. Here are the steps to make an online payment:
1. Log in to your Member Portal account.
2. Navigate to the make a payment section and choose the Visa or Mastercard payment option.
3. Either enter the amount you would like to pay or the date you would like to pay to.
Please be aware that online payments can take up to three business days to clear.
You are able to pay your premium (or a portion) for up to 12 months in advance from the date you make the payment.
How do I update my direct debit and benefit account details?
Benefit Account Details
Your benefit account details is the bank account you wish to have your claim benefits paid into. It is important that we have your correct banking information listed to ensure you receive prompt payment for your claims. You can update these details yourself online by following the steps below:
• Log in to the Member Portal.
• Click on ‘Membership’ in the main menu.
• Select ‘Benefit Account’.
• Select the edit icon
• Enter the correct information and then click update.
Direct Debit Account Details
Your direct debit account details is the account we will debit your premium from. You can update these details by following the below steps:
• Log in to the Member Portal.
• Click on ‘Membership’ in the main menu.
• Select ‘Direct Debit Account’.
• Click the edit icon and enter the correct information, then click update.
Please refer to our Direct Debit Service Agreement for terms and conditions.
*We can only accept payments from a Visa or Mastercard. Navy Health does not apply a surcharge to card payments.
Alternatively, you can contact us at 1300 306 289, and our customer service team will assist you in updating your benefit account and direct debit details over the phone.
How do I change my level of cover?
To change your level of cover, give our team a call on 1300 306 289, and they will assist you in making the necessary changes.
Please note that there are some important points to keep in mind when modifying your cover:
• Cover changes can only be made by the primary policy holder or a designated representative who is listed as having full authority on the policy.
• If you upgrade to a higher level of cover, some waiting periods may apply. During this time, you will continue to be covered at your previous level until the waiting periods are completed.
• A 12-month waiting period applies for the inclusion of pregnancy and childbirth services on your Hospital cover.
• Any benefits paid on your previous level of extras cover during the financial year will be deducted from your new benefit limits.
How do I update my Medicare details?
To update your Medicare details in the Member Portal, go to Submit Document, select Copy of Medicare card, then upload a PDF or clear photo of your card.
Alternatively, give us a call on 1300 306 289 or email the Medicare information to query@navyhealth.com.au.
Please note that when updating your Medicare details, you may be required to submit a new Federal Government Rebate form. If this applies to your situation, we will advise you via email.
How do I add or remove a person from my policy?
Adding a person to my policy
You can add a partner or dependant to your Navy Health policy by choosing one of the options below.
Email a request to add a person to your policy. Please send the request to query@navyhealth.com.au with the following information about the person you wish to add:
• Full name
• Date of birth
• Relationship to policyholder
• Medicare card number
• The date you wish the person to become active on your policy
• Is the person transferring from a previous fund? If so, which fund?
Over the phone
To organise adding a person to your policy over the phone, please call our Member Services team on 1300 306 289 during business hours.
Removing a person from my policy
If you are the primary policyholder, you can remove a partner or dependant from your policy by calling us on 1300 306 289. Alternatively, if you are listed on a Navy Health policy and you wish to have yourself removed, please call us on 1300 306 289.
How do I obtain or view a benefit estimate?
To obtain a benefit estimate, please call our Member Services team on 1300 306 289.
How do I view all my claims for a particular period of time?
You can view all claims and filter based on service dates within the portal. Navigate to the ‘Claims’ function and select ‘View History’. However, if you would like this information sent to you as a PDF, you will need to contact our Member Services team on 1300 306 289.
How long does it take for changes to appear on my membership when made via the Member Portal?
Changes usually appear on your membership instantly, however, there are some matters which require manual intervention from our Member Services team, and therefore may take 1-2 business days.
How do I access my tax statement?
Once tax statements have been released, you will be able to access your statement via your Inbox in the Member Portal.
Your inbox gives you access to view any correspondence sent to you regarding your membership. You have the option to:
• View the document and any attachments
• Download and save them to your personal files, and
• Share a copy via email
How do I submit a claim on the Member Portal?
Submitting a claim on the Member Portal is easy. Simply follow the steps below;
1. Navigate to Claims and select Submit claim.
2. Upload a photo of PDF of the itemised receipt(s) for the service(s) you are claiming and upload it. You are able to submit up to 4 claims at one time.
3. Make sure each receipt clearly shows:
– Patient’s name
– Provider’s name and number
– Date of service
– Service provided, and
-Amount paid
4. Select the appropriate button to submit your receipt. You can choose to receive a confirmation email for your claim submission.
5. You’ll see see a confirmation message once your claim is successfully submitted. If you have more claims to submit, simply click ‘Make another claim’.
Why can’t I see my submitted claim?
Your claim will be visible in claims history once your claim is picked up for processing. If you’ve received a confirmation email, rest assured that your claim has been successfully submitted and is in our processing queue. If you have any further questions or concerns, feel free to reach out to our Member Services team for assistance.
I have receieved confirmation of a change on my policy that wasn’t made by me or anyone in my family – what do I do?
If you’ve received confirmation of a policy change that you or your family didn’t authorise, we recommend changing your password immediately to secure your account. Additionally, please give our Member Services team a call on 1300 306 289 so we can investigate this matter further and assist you in resolving any unauthorised changes to your policy.
Need further assistance?
If you require further assistance, call 1300 306 289 or email query@navyhealth.com.au.