How it works

With HICAPS (Health Industry Claims and Payments Service) Australia’s leading electronic claiming system you can now scan your digital QR code at providers with HICAPS Trinity terminals and have your claim processed instantly. The QR code will on work on HICAPS Trinity machines, not Tyro or Healthpoint.

Getting started is simple

1. Download or update the Latrobe Health app

• New to the app? Download it from the App Store or Google Play and register for online access.
• Already using it? Make sure your app is updated to the latest version to unlock digital claiming.

2. Create your QR code one of two ways;

• Open the app and tap ‘Create HICAPS QR code’, or
• Tap the ‘Profile’ icon and select ‘Create HICAPS QR code’. Your QR code refreshes regularly for added security (so please don’t screenshot it or print it out).

3. Claim on-the-spot

• Scan your QR code at the provider’s terminal until you hear a beep.
• The provider will confirm if your claim is approved. If there’s a gap or your benefit limit has been reached, you’ll only need to pay the difference.

Claiming for someone else on your policy? Just let the provider know who the claim is for and their position number shown on the QR code screen.

Note: Some services aren’t eligible for on-the-spot claiming, such as those requiring extra documentation (e.g. health management programs, most aids and appliances, orthodontics).

Primary policyholders and spouses with a supported Apple or Android device can use the QR code.

Parents or guardians can claim for dependants when present at the provider. If not present, dependants will need to use their physical card.

No problem! You can:

• Use your physical card, or
• Pay upfront and claim later via:
• The Latrobe Health app, simply take a photo of your receipt and submit.
• Log in to your Latrobe Health Online Account and upload a photo. · Claim via our Website using our online claim form.
• OR A completed claim form email to info@latrobehealth.com.au or post with your original receiptto Reply Paid 41, Morwell VIC 3840.

If the error is due to a network connection try the following;

- Ask the provider to place the machine back in its cradle (if it was taken out) and wait 2 minutes for it to reconnect to the internet.

- Do not allow the machine to be removed from cradle until you have processed your payment.

Your QR code is unique and secure, designed with the highest standards to protect your health information. The use of the security code and refresh adds two additional layers of security.

No extra steps! Once your app is updated, your QR code is ready to go.

Need help? Our friendly team is here for you. Call us on 1300 362 144, Monday to Friday, 9am–4pm (AEST), excluding public holidays.

If you cannot use your physical card you can always get a receipt and claim by taking a photo of the provider invoice or receipt or upload a pdf or existing photo. Photos or files must be clear and show: 

• healthcare provider's letterhead which includes their name, ABN, address and contact details 
• the invoice date 
• patient’s full name 
• a description or recognised item number for each treatment 
• amount charged for each treatment 
• date of each treatment 
• amount you paid. 

Before submitting your claim, check you have provided all the required details, otherwise your claim may be delayed. Keep your original receipts for 6 months. 

You can’t upload documents if: 

• the combined size of your documents exceeds our limit of 20MB. Try and resize some of your documents and try again. 
• your file is in the wrong format – it needs to be a doc, docx, gif, jpg/jpeg, pdf or png. 
• it takes longer than two minutes to upload your files – check the speed of your connection. 

A claim does not appear in your claims history immediately after you submit it. It will appear as ‘pending’ when we start to assess it. When our assessment is complete, the status will change to ‘processed’.  

‘Processed’ means that we have assessed your claim against your policy coverage. This may result in us paying: 

• part of the benefit if your limit has been met 
• nothing if the limit was previously met 
• nothing because the claim does not meet one of our claiming terms and conditions (if so, we’ll email you an explanation). 

If you are entitled to a benefit, it should be in your bank account the next business day after it is processed.  You will need to have your bank account details linked to your account for your benefits to be paid. You can update your account details in the app.   

You can’t delete a claim from the app once it has been submitted. If you would like to withdraw a claim before it is processed, please call us on 1300 362 144. 

Yes, the new app shows all your claims from the last three years, regardless of how you submitted them. 

Claims made via the app can be seen by all people covered by the policy. If you would like your information kept private, you need to call us on 1300 362 144.