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;
|Should always be up to date
Can I update my address and other contact details 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 - 6pm, Monday to Friday, for any questions you may have.
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;
- Log in to Online Member Services
- Navigate through My Details on to Persons Covered
- Select the dependant you wish to update, and click the "Change" button
- Toward the bottom of the page, there will be a "Student Declaration" section where you can update the details.
- Press "Next" and follow the prompts to complete the update.
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.
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 email@example.com or phone us on 1300 362 144 during business hours 8:30am - 6pm, Monday to Friday.
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:
- Navigate to Payments, then Make A Payment
- Fill in the details on the page, including the payment amount, card number, type, account name, security code and expiry date
- 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.
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 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 - 6pm, Monday to Friday, or email firstname.lastname@example.org to get your password reactivated.
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 - 6pm, Monday to Friday, or email us at email@example.com
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 firstname.lastname@example.org 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 - 6pm, Monday to Friday.