Claiming made easy with Latrobe Health’s new cardless option

We’re excited to introduce cardless claiming via the Latrobe Health app, making it easier than ever to claim on-the-spot at participating providers using a secure 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 every five minutes 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).

What you need to know

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.

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 emailed to info@latrobehealth.com.au or post with your original receipt to Reply Paid 41, Morwell VIC 3840.

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.

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. 

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–4:30pm (AEST), excluding public holidays.

 

Disclaimer + The Latrobe Health QR code claiming option is available to primary policy holders and spouses with online access to the account. Dependants on the policy are unable to access the QR code independently. * Android and Apple users with a supported device can scan the QR code on their digital card at providers with HICAPS Trinity payment terminals. ^ Supported Apple devices run at least iOS 15.1. Supported Android devices run at least Android 10.