Member app FAQs

Member app FAQs

Your Cover





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The old app

What happened to the old member app?

Since we launched our new member app in January, we’ve been running both apps using separate systems on our end. This was to give our members time to switch from the old app to the new one. From July 17, members won’t be able to use the old app anymore because we’re no longer using the IT system the old app relied on.

Why doesn’t the old app just automatically update to the new one?

The old and new apps use separate IT systems on our end to operate. Unfortunately, this means the old app can’t talk to the new one, so we’ve had to start fresh with the new app.

How do I get the new app?

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

What should I do with the old app?

You can delete the old app from your device – we still have your member details and information safe and sound on our end, which you can access via the new app.

What info can I see in the new app?

In the new app you can submit claims and view your cover details, contact info, remaining Extras limits and claims history.

Do I have to register again to use the new app?

If you’ve already registered for Online Member Services, you don’t have to do this again. Use your online login details to register for the new app. Follow this quick start guide to register

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

For the new 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:


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


  • What you need: 7.0 or higher
  • How to check: Go to Settings > About phone or About device > Android version and view the version information

How else can I make an Extras claim?

You can claim for Extras by logging in to Online Member Services and heading to Claims & benefits > Make a 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


How do I register for the app?

First, register for Online Member Services – all you need is your membership number. Then use your Online Member Services password to register for the app.

Why didn’t I get an SMS code when I tried to register for the app? 

First, check the following:

  • Membership number
    Did you enter the right number? If you’re unsure, check your membership card. If it was wrong, try again with the correct number.

  • Mobile
    If your membership number was right, check that we have your current mobile number. Log into Online Member Services, then go to My membership > Contact details. If your mobile number’s wrong, update it, wait a few minutes, then try again. 
    *If you’ve got the right mobile number on file, it can take up to 15 minutes (depending on your provider) for your code to arrive.

  • Email
    Your registration code should also be sent to your email (if we have your current email address in our system). So if you still haven’t got your code, check that too. 

If none of the above work for you, please call us on (02) 8381 4953 so we can help you get started. 

Logging in

Can I use Face ID/Touch ID to log in?

Yes! If it’s an option on your device, the app supports both. 

Can I get logins for other people on my membership?

Sorry – no. At the moment, we can only support one login per membership. This is something we’re looking to change in the future.

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

Use the ‘forgot password’ link to reset it. 

I’ve locked myself out of the app, can I still use Online Member Services?

You sure can – log in now. To unlock the app, call us on (02) 8381 4953.

Using the app

I got the message “looks like the server is taking a break” … Why?

Sorry about that – it’s a problem on our end. We know it’s frustrating. If you get the message again, please try later, or use Online Member Services instead.

My details

Can I update my postal address in the app? 

No. This is a security thing. To update your address, please go to Online Member Services > My membership > Contact details.

Can I update my payment details in the app? 

No. For security reasons, we ask you to do this at Online Member Services > Payments > Contribution details.

Why can’t I see my payment details?

This can happen if you’re membership’s been cancelled or suspended. You should be able to see your information at Online Member Services > Payments > Contribution details.

My cover

Why I can’t I see my level of cover?

There are a few cases where this info isn’t displaying on the app – sorry. We’re working to fix the problem. In the meantime, you can check your cover at Online Member Services My membership > Cover details. 

Why can’t I see my Extras limits?

Has your membership been cancelled or suspended? If so, you won’t be able to see your Extras limits on the app. 

 If not, apologies. We know this is happening to a few members, and we’re working hard to get this feature working for you. For now, you can check your cover, and your remaining limits, at Online Member Services

Why am I getting suspension reactivation notifications for everyone who’s suspended on my membership? 

This is to make it clear who can use their cover. Anyone who’s suspended can’t.  

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 can use their cover, and who can’t.


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 at Online Member Services > Claims & benefits > Claims history.

Why can’t I see an option to claim?

Do you only have Hospital cover? If so, this could be why (see above).  

If you have Extras cover, please call us on (02) 8381 4953. In the meantime, you claim for Extras through Online Member Services > Claims & benefits > Make a claim.

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. 

While you can’t claim for people who aren’t on your membership any more through the app, you can do this through Online Member Services > Claims & benefits > Make a claim.