COVID-19 information for members

Great news Tasmania – our Customer Care Centres will be reopening the doors throughout June and July.

  • Launceston on Wednesday, June 3.
  • Hobart and Kingston on Friday, June 5;
  • Burnie on Wednesday, June 10;
  • Smithton on Tuesday, June 16:
  • Devonport on Monday, July 20.
While we can’t wait to see you in-store, due to COVID-19, we have had to change the way we interact with you in our Customer Care Centres.

Entry Requirements
It will be a requirement of entry that you:
  • Do not enter if you are unwell or show symptoms of COVID-19 including fever, cough, sore throat, fatigue or shortness of breath.
  • For your safety and ours, we may ask to take your temperature
  • Please use the hand sanitiser provided on arrival
  • Please ensure that you keep 1.5 metres distance from others

Signage
We have marked out pathways to follow and used butterfly distance markers to ensure that members remain safe and maintain social distancing during their visit.

Concierge desk
We have revived the concierge desk within our Customer Care Centres so that you can quickly interact with us. Should you need a longer consultation with our team, we will guide you to a team member in one of our pods, which have been fitted with sneeze screens and are sanitised between each member consultation.

Smithton and Devonport Customer Care Centres
We’ve taken this opportunity to update the look and location of some of our Customer Care Centres.

The Smithton Customer Care Centre will re-locate to the Smithton Guardian Pharmacy at 18 King Street, and will reopen on Tuesday, June 16. While it is a new location – the smiling face of your local St.LukesHealth Customer Care team member has not.

While we would like to open our Devonport Customer Care Centre earlier, it will reopen on Monday, July 20 due to renovations. For those members who do business with us in Devonport, you can expect to see a sleek and modern store when you visit us next.
 

WE'RE GOING CASHLESS

As a result of COVID-19 and to ensure we don’t inadvertently spread the virus or any infections to our members or employees, we have made the decision to go cashless.  We have a range of options for members as a result of this:

Claiming App
If you haven’t checked it out yet, our claiming app is a great way to claim benefit.

For members who claim in-store, we ask you to download our online claiming app where it is possible for you to complete your claims transaction that you may have previously come into our Customer Care Centres for.

If you’re already using the app, that’s great, keep doing what you’ve been doing.

Website
If you would like to, you can register for Online Member Services, available on the St.LukesHealth website. This portal can help you with a range of transactions you may have visited our centres for.

Claiming in our Customer Care Centres
You will still be able to submit claims via our Customer Care Centres, however we will not be able to process these for you immediately.  St.LukesHealth aims to have your benefits paid into your bank account within three days of claim submission.

If you currently transact with us using cash or pay your premium using cash, there are a few options as we move into our ‘new normal'.

Direct Debit
Simply complete a direct debit form, which allows St.LukesHealth to take a premium payment on your behalf from your bank. This process is extremely safe and easy. Our Customer Care Team will be more than happy to assist with the paperwork if you would like to investigate direct debit transactions further.

Australia Post or BPay
If you do not wish to set up a direct debit and still wish to use cash, you can do so through Australia Post Post Billpay or alternatively pay using BPay.  All these details can be found on your renewal letter. Don’t fear, if you have misplaced this letter or don’t have the details, our Customer Care Team can help you by calling 1300 651 988 or email general@stlukes.com.au
 

YOU CAN STILL TRANSACT AT HOME

We understand for some members, you may want to continue transacting from home. If you are uncomfortable visiting our Customer Care Centres, remember we can still help you through other means.

Update your personal details or review your policy over the phone or by email:
You can contact us by calling 1300 651 988 or email your enquiry to general@stlukes.com.au.

Make a claim with us by:
Using the St.LukesHealth claiming app. It is easy to claim online by downloading the St.LukesHealth claiming app from Google Play or the App Store. Click here to find out more.

Pay your premium:
You can choose to pay your premiums through the following methods:

  • BPay
  • Post Billpay
  • Over the phone
  • Direct debit
  • Cheque
  • Online credit card payment

Information on these payment methods can be found here
 
More than ever, there is a value proposition in private health insurance.

Elective surgery restrictions ease
From the week starting April 27, 2020, elective surgery restrictions will be partially lifted to ensure that 25 per cent of elective surgery in private and public hospitals can resume. The scheduling of elective surgery will be subject to the COVID-19 constraints in each state or territory.

The lifting of restrictions will include all Category 2 (treatment within 90 days) or equivalent procedures and some selected Category 3 (treatment within 365 days). Some of these procedures include IVF, screening programs, post-cancer reconstructions, joint replacements, eye procedures and colonoscopies.

The Australian Government will review this again on May 11 to determine if all treatments and surgeries can resume. We encourage those members who did have elective surgery booked prior to COVID-19 to discuss this further with their surgeon.

Dentistry downgraded to Level 2
From Monday, April 27, 2020 dentistry will return to level 2 restrictions. This means that you can access a dentist more readily and a large range of dental treatments will be available to you.

Dental check-ups, consultations and x-rays are now available; however, it is likely that in the short-term, dental practices will prioritise patients that have existing oral health problems.

To ensure everyone remains safe, some restrictions will still be in place. The Australian Dental Association has recommended that routine treatment for people over the age of 70 and those who are immune compromised like those undergoing cancer treatment are deferred until levels ease further.

For more information about this, we suggest you contact your dentist personally as each practice will have its own protocols and procedures. For more information about dentistry returning to level 2, please click here.

St.LukesHealth is also providing a number of support mechanisms for members:

Postponement of April 1 premium increase
We have postponed our April 1, 2020 premium increase for up to six months to alleviate some of the stresses and challenges caused by COVID-19. While this year was our lowest average premium increase in 19 years, we understand that every little bit helps. St.LukesHealth will continue to monitor and reassess when to introduce the 2020 premium increase and keep our members updated on any changes that will affect them.

Increased mental health support
From April 1, 2020, we extended our support for mental health by introducing benefits for counselling services so that those members who are in need can access timely care. Our new mothers are being supported in their homes and are being delivered online educational content through the Nourish Baby program, which also includes an iCope screening program to ensure their mental health does not go unnoticed.

Introduction of Telehealth consultations
For those with Extras cover, we have introduced telehealth consultations for a range of modalities including clinical psychology, counselling, physiotherapy, osteopathy, speech therapy, occupational therapy, exercise physiology, diabetes education and eye therapy where clinically appropriate. If you need to access an optometrist for emergency care, this is still available to you.

Support options by contacting our Customer Care Team
We understand that COVID-19 has brought a lot of uncertainty into our members lives. For some individuals and families, we know the support mechanisms we have put in place may not be enough. If you are in this position, we urge you to contact us to discuss a range of options that may be available to you. You can do this by calling our Customer Care Team on 1300 651 988 or email general@stlukes.com.au.

Our thoughts are with those in our community who may have been affected during this time.

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