OMS Guide

OMS Guide

A guide to using Online Member Services.

A Guide to Using Online Member Services

Navigating to the Online Member Services page is the first step toward being able to manage your Latrobe membership online! Once registered and activated, you can make changes to membership person details, update payment details, change level of cover and make credit card payments at a time that suits you best.

 

Step 1: Register

The first thing you need to do is register. Click here and fill in your details on the web page, then press submit to get your unique activation code sent to you.

Note: If you haven't yet supplied Latrobe with an email address, then your activation code will be sent to you by post. Please call Latrobe's Member Service Centre on 1300 362 144 to update your email address so you can receive your activation code by email!

  

Step 2: Activate

Once you've received your activation code, you'll be required to visit the Online Member Services home page and click the "Activate Member Services" Quick Link to fill in your member number, password.

 

Step 3: Log in!

You're done! You can now log into OMS from any web browser and access your membership, make changes, check waiting periods and much more, any time you like!

What happens if my Activation code expires?

Your Online Member Services activation code has a 30 day expiry, so make sure you log on as soon as you can!

If your activation code has expired, there are a couple of ways you can get a new one;

  1. Register for OMS again - the process will queue a new activation document for you,
  2. Call our Member Service Centre and request a new activation document to be sent to you.

The quickest way for you to receive your activation code is to have provided Latrobe with your email address, so If you haven't already and would like to, please call our Member Service Centre on 1300 362 144 and advise our staff before requesting a new activation code using the above methods.

What are the benefits of Online Member Services?

Once you've activated and logged into Online Member Services, you'll have access to make changes, view membership information, and much more.

  • Make payment
  • Change password
  • Modify level of cover
  • Change contribution details
  • Update address and contact details
  • Retrieve Tax statements
  • Retrieve benefit statements

If you have any queries regarding logging in, or the functionality of OMS, please call Latrobe's Member Service Centre on 1300 362 144 during business hours 8:30am - 5:30pm, Monday to Friday.

 

Below is a list of tips to help you get the most out of your Online Member Services

 

I didn't receive my activation email. How do I change my email address?

If you've registered for Online Member Services and not received your activation code via email (it usually takes approximately 15 minutes for the email to be sent), the activation document will be mailed to the postal address we have for your membership. This can take up to 4-7 business days.

We recommend instead that you give our Member Service Centre a call on 1300 362 144 or email us at info@lhs.com.au to update your details.

Once your email address has been updated, you can start the registration process again, as above, and you should receive your activation code in no time!

If you still don't receive your email after approximately 15 minutes, please call our Member Service Centre on 1300 362 144 during business hours 8:30am - 5:30pm, Monday to Friday.

How do I set up a direct debit?

Once you've logged in, navigate to "My Contributions Details" under the "My Details" heading and click "Change"and direct debit, navigate to "My Contribution Details" under "My Details" and then you can click the "Direct debit" checkbox.

Once you've filled in your direct debit details and submitted them to us, the information will be sent to our membership team to confirm and apply your contribution change.

If you have any issues with this process, or have any questions, please contact our Member Service Centre on 1300 362 144 during business hours 8:30am - 5:30pm, Monday to Friday, or email us at info@lhs.com.au

How many log in attempts do I get?

After the 5th failed logon attempt, your membership's password will become disabled. The logon screen will display a message when you reach your 4th and 5th failed attempts.

If this happens, please phone our Member Service Centre on 1300 362 144 during business hours 8:30am - 5:30pm, Monday to Friday, or email info@lhs.com.au to get your password reactivated.

What if I can't remember my password?

In order to change your password, click the "Forgotten Password" link or Click Here and fill out the fields indicated, including the security captcha code, and a link will be emailed to the email address currently associated to your membership. Remember that your password must be between 6 and 20 characters, and must contain at least one numeric and one alpha character.

Please note that if your email address is incorrect, or you haven't supplied us with one, you'll need to contact us to update your membership. Please see above for details on how to update your email address.

How do I make a credit card payment?

In order to make a credit card payment, log into Online Member Services and follow the steps below:

  1. Navigate to Payments, then Make A Payment
  2. Fill in the details on the page, including the payment amount, card number, type, account name, security code and expiry date
  3. Click the declaration at the bottom of the page, then press submit

Please ensure you wait for Online Member Services to process your payment before you navigate away from the payments screen. It may take a few moments to process, so please be patient so as to avoid payment duplication or other errors.

The Government Rebate form appears when I log on. What do I do?

If you're seeing the Government Rebate prompt when you log into OMS, then you'll need to click "View form" to have the Rebate form populate with information from your Latrobe membership.

If the information is correct, you can click "Accept" or "Decline" to indicate to us whether you'd like to claim Government Rebate through Latrobe or not. The form will then be sent to us and you will then be able to access all your membership information through Online Member Services.

If the information that populates into the online form is incorrect, please contact us and let us know. You can email us at info@lhs.com.au or phone us on 1300 362 144 during business hours 8:30am - 5:30pm, Monday to Friday.

How can I use OMS to change my level of cover?

To change your level of cover, log into OMS, then navigate to "My Cover" under the "My Details" heading.

You'll then see a summary of your cover details including your join date, paid-to date, benefit payment method etc.

Click "Change" and choose the health cover you require, and the date you'd like this change to be made effective, then click "Next", tick the declaration and then "Submit".

Remember that you can view the details of your chosen cover by first selecting it using the drop-down menus and clicking the link under "Product Information", or by visiting the "My Cover" page and clicking the Health Product link.

How do I add a new year's school registration to child dependants on my membership?

In order to update the school/education provider information on a membership dependant using OMS, you'll need to follow the below process;

  1. Log in to Online Member Services
  2. Navigate through My Details on to Persons Covered
  3. Select the dependant you wish to update, and click the "Change" button
  4. Toward the bottom of the page, there will be a "Student Declaration" section where you can update the details.
  5. Press "Next" and follow the prompts to complete the update.

Can I update my address and other contact detail online?

Yes, you can! Once you've logged in, navigate to "My Contact Details" under the "My Details" heading and you'll find all your contact details which can be updated by clicking "Change".
Remember to click next, tick the declaration and press submit or your changes will not be recorded!

Similarly, you can change the way we pay your benefits to you under "My Benefit Payment Payments Details", update who's covered by your membership under "Persons Covered", and you can change your password by navigating to "Change My Password".

And of course, you can always phone us on 1300 362 144 during business hours 8:30am - 5:30pm, Monday to Friday, for any questions you may have.

I'm having trouble viewing the OMS website. Are there recommended browser requirements?

Our Online Member Services website has been programmed to be responsive to any platform our members may wish to view it on, whether it's a tablet, a PC, or a smartphone! In order for Online Member Services to look great and be easy to view and use, we recommend that you check that your devices meet the below list of tested web browsers and version numbers;

Desktop browser

Tested version

Internet Explorer IE 9
Firefox 25
Opera 12.1
Safari 7
Google Chrome Should always be up to date

 

Mobile OS

Tested version

Android 4.0
Apple iOS 6.0