Our app can be used on most mobile phones, iPads and tablets. For Apple iPhones you'll need iOS 13 or above. For Android devices you'll need Android 7 or above.  

Use your Latrobe Health Online Account login details to get started.  If you’re not registered, you can register on the app with your member number. After your initial login, you’ll be able to use face or touch ID if your device allows.  

 Click Forgot password on the login page. We will need to verify your details and will send you an email to reset your password. This will also reset your password for the Latrobe Health Online Account.  

The security code is sent to the mobile number we have on file. If you have changed your mobile number, give us a call and we can update it.  Once you’re logged in, you will be able to update your contact details by selecting your name under Who is covered on the Profile page. You cannot change details for your partner, they must do it themselves. 

The authentication code is sent to the phone number listed on the policy. The member who receives the code would need to pass it onto their partner. Alternatively, update your personal details via Latrobe Health Online Account, the app or by calling us – you can have a different phone number and email for you and your partner. 

First check your mobile data or wifi connection and then try to log in again. If your internet connection is okay but you still can’t log in, call us. 

Go to the Profile page, scroll to the bottom of the page and click Logout. 

Only the primary policy holder and their partner can access the app. Dependants will need to access their health insurance through the primary policy holder or partners login.  

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.  

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.  

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

Submitting a claim is fast and easy with the new app. Take 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.