Make changes to your membership details, update payment details, change level of cover, and make credit card payments online.

Access the member login area, or follow these two easy steps to set up your online member profile.

Step 1: Register

Register and complete your details, if you are logging in to your online account from the website or mobile app for the first time. 

Step 2: Login

You're done! You can now log into your member profile from any web browser or our Latrobe Health mobile app and access and manage your membership online.

Latrobe Digital Identity

We have changed the way you access your Latrobe Health Online Account (formally OMS) and mobile app. If you have an existing OMS (Online Member Services) account and haven't signed in since 29 May 2024, you will need to re-register, as your old logins will not work. Setting up your Latrobe digital identity is part of the registration process.

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Your digital identity

An easy and secure way to prove who you are when accessing your Latrobe Health Online Account via a desktop computer or mobile app.

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Secure login

New multi-factor authentication to help reduce the risk of unauthorised access to your Latrobe Health Online Account either via a desktop computer or mobile app.

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Added Features

To give you control and access to more features on your account.

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Better Experience

A re-imagined design that makes using your Latrobe Health Online Account or mobile app effortless and fun.

About my Latrobe Health Online Account

All you need to know about your Latrobe Health Online Account.

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I have never accessed the Latrobe Health Online Account, how do I register?

You will need to set up an account and login details. Follow the prompts above, under Sign up/Register found in the top left section of this page. 

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I am the secondary policy/account holder, can I register and log in?

The primary account holder will need to register and login first and send you an invite link.

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I have not logged into the Latrobe Health Online Account since May 2024. Do I need to set up a new account?

Yes. In June 2024, we released a brand-new online account which means you will need to create a new account to access your membership. Follow the prompts above, under Sign up/Register found in the top left section of this page, to set up your new login details. 

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I set up my account for Latrobe Health Online Account after the new release, but I can’t remember my password. How do I log in?

Click Forgot password on the login page. We will need to verify your details and will send you an email to reset your password. 

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I was sent a link to my email address to verify my details, but when I click it, I am locked out of accessing my Latrobe Health Online Account. What can I do?

For security reasons, the link we send is active for 24 hours. If you click it once it expires, it won’t allow you to complete the registration. Give us a call and we can send you a new verification link to finish setting up your account. 

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I entered the incorrect email address to invite my partner. Can I update this to send another invite?

Yes, you can change the invite details until they complete their sign-up. After this, it will lock the invite function.

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Does the email address I use to invite my partner, need to match the email address they will use to access my Latrobe Health Online Account?

No, once they click the unique link to sign-up, they can choose the email address for all future log ins.

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How secure is my online account?

We take our Members privacy and security seriously, and continue to invest in new technology to ensure greater protection of our data on all platforms, including the Latrobe Health Online Account and app.  

We have launched multi-factor authentication (MFA) for an extra layer of security, making it even harder for unauthorised users to access your personal information.

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Can I upgrade my cover through the online account?

No. You will need to call us to make the following changes to your policy: 

  • Add or remove dependants 
  • Upgrade or downgrade your cover. 

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My online account isn’t loading. What browser should I use?

Your online account is designed to be responsive on any platform you wish to view it on, whether it's a tablet, a PC, or a smartphone. We recommend that you check your device meets the below list of tested web browsers and version numbers. 

Desktop Browser 

Tested Version 

Chrome 

Should always be up to date 

Firefox 

102.9 and 102.10 

Safari 

17.4 (19618.1.15) and 17.5 beta (19618.2.7) 

Edge  

124.0.2478.10 or 124.0.2478.51 

  

Mobile OS 

Tested Version 

Android 

Android 7 or above  

Apple iOS 

iPhone iOS 13 or above  

 

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Can I update my contact details?

Yes. You can update your address, phone number(s) and email address. Once you're logged in, go to My details and click the drop down next to your name. Once you’ve updated your details, hit save.  

 

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Can I make a payment?

Yes, you’ll be able to make payments, update or set up direct debit, and nominate your bank account for benefit payments.   

Go to Payments on the home screen. From there, you’ll be able to make a one-off payment, update or set up direct debit and update the account where your claim is paid.  

 

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Why can’t I see my direct debit details?

You can change your payment details, but as a security feature we don’t display your current credit card or bank details. 

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Where can I view my policy documents?

Your policy documents are available in pdf format under Documents. You can also view your tax statement and any other important correspondence we have sent you.  

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Can I change my government rebate tier?

No, you can view your government rebate tier, but to make any changes you will need to contact us on 1300 362 144 or email info@lhs.com.au

How to make a claim on the mobile app

Everything you need to know about making a claim on your mobile app

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How do I claim using the QR Code?

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.
  1. 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).
  1. 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).

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Who can use QR Code claiming?

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.

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What if my provider doesn’t use HICAPS Trinity?

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.

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What if the HICAPS Trinity machine is not connecting?

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.

- Ensure the provider has selected SCAN QR CODE on the HICAPS machine before you place your phone near it (this prevents the machine and phone automatically trying to access the wallet function on your smart phone).

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Is my data safe when claiming using a QR Code?

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.

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Do I need to activate my QR code?

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.

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How do I submit a manual claim through the app?

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. 

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Why am I receiving an error when I try to upload documents for a claim?

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. 

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Why can’t I see my most recent claim in my claims history?

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’.  

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What does the claim status ‘processed’ mean?

‘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.   

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How can I delete a claim I’ve submitted?

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. 

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Will I still be able to see my previous claims?

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

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Can people on my policy see my claims?

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.

How to make a claim on extras

All you need to know about claiming on extras

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How do I submit a claim?

Submitting a claim is fast and easy with the new online account. Simply upload a pdf or photo of the provider invoice or receipt. 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. 

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Why am I receiving an error when I try to upload documents for a claim?

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. 

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Why can’t I see my most recent claim in my claims history?

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’.  

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What does the claim status ‘processed’ mean?

‘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 online account.   

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Can I make a claim on behalf of another person on the policy?

Yes, you can claim on behalf of another person on your policy. You will need to submit the documents required. We will be able to see the patient’s name and process the claim. 

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How can I delete a claim I’ve submitted?

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

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Will I still be able to see my previous claims?

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

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Can people on my policy see my claims?

Claims made via the online account 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.   

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New and improved mobile app

Follow the steps below to take advantage of our new mobile app, and enjoy the easy access to your health cover, including using the QR Code to make a claim on the spot, uploading receipts for claims, making a payment, viewing and updating your membership details, and much much more.

  1. Remove the existing app on your device.

  2. Download the new and improved app from the App Store or Google Play. Find a step-by-step guide here 

  3. Login or Re-Register to enjoy the experience.

iOS 

Android
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