Need help?

Take a look through our frequently asked questions below.

What is health insurance?

What is Hospital cover?

Hospital cover helps to cover the cost of treatment you receive in hospital. Each level of myOwn Hospital Cover (from Accident Only to Top) are differentiated by the treatments that are excluded, or that you cannot claim on. For example, cover to be treated in a Private Hospital for pregnancy is only available on our Top Hospital cover. 

Why should I take out Hospital cover?

Hospital cover is for when you need to be treated in a hospital. Having Hospital cover means you can be treated in a private hospital and avoid public hospital waiting lists. You get more control over where you're treated, and who treats you.

What's Extras cover - and should I take this out too?

Extras cover is for treatments that do not take place in a hospital like visits to the dentist, physiotherapy or optical services. Extras cover can only be taken with Hospital cover.

What's included in your Extras cover will depend on the level of cover you take out, but essentially this type of cover is to help with services and treatments that aren't covered by Medicare.

While we're at it, what's combined cover?

Combined cover is what it says on the tin: when you take out both Hospital and Extras cover. That's why you'll hear the term 'Hospital and Extras' thrown around so much when it comes to health insurance - it's a popular choice.

This rebate on private health insurance sounds good. How do I get it?

Most Australians with private health insurance currently receive a rebate from the Australian Government to help cover the cost of their premiums.

The rebate is income tested and you can claim it, either:

  • as a reduction of your myOwn premium; or as
  • a lump sum payment when lodging your tax return

To find out more and to find out how much you could get back head to the Private Health Insurance Rebate Calculator on the Australian Taxation Office website

What's the Medicare Levy Surcharge (MLS)?

The MLS is simply an extra tax that people above a certain income threshold have to pay if they don't have eligible private hospital cover.

It's calculated in three tiers for singles and couples. You can find out more about that here.

What's Lifetime Health Cover Loading (LHC)?

The Lifetime Health Cover (LHC) loading is a Government loading on your private hospital cover premiums. It was introduced on July 1, 2000 to encourage people to take out private hospital cover earlier. LHC is a 2% loading for every year you don't have hospital cover after you turn 30. The maximum loading is 70%. You can find out more here.

What's a waiting period?

A waiting period is the time between joining or when upgrading your level of cover and the moment you’re allowed to start claiming. Waiting periods exist for all services within both hospital and extras covers and apply to:

  • New memberships
  • Additional members to a membership (unless the new member/s has previously served all waiting periods on equivalent cover with myOwn or another fund) except for newborns, adopted and permanent foster children where the family membership has been in existence for at least two months.
  • Existing members who upgrade their cover to a higher level of cover
  • Members who transfer to myOwn health from another fund to a higher level of cover than that of their previous fund
  • Treatment for a pre-existing condition.

 

Waiting periods for Hospital treatment range from 1 day to 12 months.

  • There is a 1 day waiting period for ambulance cover and treatment resulting from an accident
  • a 12 month waiting period for pregnancy
  • a 12 month waiting period for pre-existing ailment, illness or condition (except for psychiatric, rehabilitation and palliative care)
  • a 2 month waiting for any other hospital treatment.

 

Waiting periods for Extras treatments vary by the treatment type between 2 and 12 months. These are listed below:

  • General Dental - 2 months
  • Preventative Dental - 2 months
  • Major Dental - 12 months
  • Orthodontics - 12 months
  • Optical - 6 months
  • Physiotherapy - 2 months
  • Hydrotherapy - 2 months
  • Myotherapy - 2 months
  • Exercise Physiology - 2 months
  • Chiropractic - 2 months
  • Osteopathy - 2 months
  • Naturopathy - 2 months
  • Homeopathy - 2 months
  • Acupuncture - 2 months
  • Remedial massage - 2 months
  • Podiatry - 2 months
  • PBS Pharmacy - 2 months
  • Psychology - 2 months
  • Audiology - 2 months
  • Eye therapy - 2 months
  • Speech therapy - 2 months
  • Antenatal and postnatal - 2 months
  • Occupational therapy - 2 months
  • Medically Prescribed Appliances (incl. hearing aids) - 12 months
  • Orthopaedic appliances - 2 months
  • Swimming lessons - 2 months
  • Dietetics - 2 months
  • Other including: Bowel cancer identification kits (1 every 2 years), Melanoma Surveillance Photography (1 per year) - 2 months

 

 

What's a participating private hospital or day surgery?

We've got agreements with hundreds of private hospitals and day surgeries in Australia - that's what we're talking about when we say participating private hospital. To find out whether your hospital is a participating call us on 1300 300 338.

If you're admitted to a private hospital that's not on our list you may have to pay higher out-of-pocket fees.

What's a non-participating hospital?

myOwn is a member of the Australian Health Services Alliance (AHSA). A non-participating hospital is a hospital that has not signed an agreement with the AHSA. If you receive treatment from one of these you may incur large out-of-pocket expenses. Call us on 1300 300 338 or email us at service@myown.com.au to find out if the hospital you want to be treated at is a participating hospital so you can avoid these costs.

What's a pre-existing condition?

This affects your cover quite a bit, and there's more on this in our member guide.

A pre-existing condition is a condition - assessed by one of our medical practitioners - that you've had or shown symptoms of within the past six months (before you joined us, or changed your cover).

 

What's Medical Gap Cover?

The Federal Government sets a schedule of fees for eligible services provided by Doctors to inpatients in hospital. Medicare pays 75% of these fees and health funds like myOwn pay the remaining 25%.

Doctors and providers are not restricted to charging this fee and are able to set their own fees, which can be higher than the scheduled fees. If your Doctor chooses to charge a higher fee there will be a gap between what the Government and myOwn will pay. This is the “Gap” and can leave you with significant out of pocket expenses, unless your Doctor participates in myOwn’s Access Gap Cover where we’ll pay even more than the 25% of the schedule fee – leaving you with drastically reduced, or even eliminated out-of-pocket expenses. The best way to find out if your Doctor is registered for Access Gap Cover is to ask them.

 

Does my cover include ambulance cover?

myOwn covers you for all clinically necessary ambulance services for emergencies in Australia. Emergencies are circumstances when immediate hospital treatment is required for a serious and acute injury or condition where the viability or function of an organs or body part is threatened.  

Check with your state Ambulance authority to ensure you have the right level of cover for non-emergency ambulance transport within Australia.

What are Standard Information Statements?

A Standard Information Statement (SIS) is a summary of the key product features of your cover. You will receive a link to download a copy of your SIS when you join myOwn and they are available to download from our Member Portal at myOwn.com.au 

When should I let you know I'm going to hospital?

If you have less than 12 months membership on your current hospital cover, you’ll need to contact us by phone on 1300 300 338 or by email at service@myown.com.au before being admitted so we can determine whether the waiting period for pre-existing conditions applies.

It can take up to five working days to complete this assessment, so make sure you factor this in when you book your stay.

If you go ahead with your admission without confirming your entitlements and we subsequently determine your condition to be pre-existing, you’ll have to pay all outstanding hospital and medical charges not covered by Medicare.

Is my Doctor registered for Access Gap Cover?

The best way to find out is to ask them. Every doctor is different and some will even opt in or out on a patient-by-patient basis. 

If your doctor participates in myOwn Gap Cover they can either choose to participate as a no gap charge or a known gap as follows; 

  1. ‘No Gap’ Your doctor participates in Gap Cover and charges you no out-of-pocket for the treatment you receive as an inpatient, or:
  2.  ‘Known Gap’ Your doctor participates in Gap Cover and charges you a reduced out-of-pocket for the treatment you receive as an inpatient and you will be aware the costs before surgery. 

Just remember to check with your doctor before agreeing to any treatment.

 

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We've got the basics covered above. For anything we haven't covered, head to privatehealth.gov.au

How does myOwn cover work?

I think I have to switch health insurers. How do I do this?

This one's on us. All you need to do is give us the details of your current insurer and we'll take care of the rest.

When does my cover start?

Your cover starts as soon as we receive your first payment and you can begin claiming as soon as any applicable waiting periods are over. 

How do I change my personal details?

You can amend your details at any time by logging in to the member's portal and editing your myOwn profile. Alternatively, you can give us a call on 1300 300 338. This goes for changing your address details, payment details or if you change your name when you get married.

Who can make changes to my cover?

Only the member - the person whose name the policy is under - and anyone the members authorises can make changes to your cover.

What happens if I need to go to hospital?

We recommend you contact us prior to your admission to find out if the hospital you are to be admitted to is on our participating hospital list and to confirm that you have the right level of cover for the treatment you are seeking. 

If the hospital you are admitted to isn’t one of our participating hospitals, you may not be covered in full for your accommodation or theatre costs. Contacting us first means you will know what types of benefits you will receive and what your out out-of of-pocket costs will be.

When you are admitted to hospital, the hospital will ask if you have private health insurance and will check your eligibility with us. All myOwn hospital cover includes a $500 excess to help lower your premium and it is when you are admitted to hospital that you will be asked to pay this excess.

What are the payment methods available?

You can choose to pay via direct credit with a credit card or direct debit via your bank. Each method and its benefits are detailed in our member guide.

Payment cycles are weekly, monthly or annually.

Please call us on 1300 300 338 if you want to change how you pay your premium.

What happens if we're planning to have a baby?

If you’re planning to start or grow your family and your hospital cover doesn’t include pregnancy, you’ll have to upgrade your cover at least 12 months before giving birth to ensure all waiting periods have been served.

Newborn babies aren’t admitted as patients in hospitals unless there are complications or your baby requires medical attention. In these instances your baby will be covered provided they are added to the policy.

Adding a newborn is easy; you can do this yourself through the membership portal or give us a call and we will add the baby for you.

How can I get a new member card?

If your card is lost or stolen you should contact us as soon as possible to avoid fraudulent claims and we'll send you a brand new one. Remember, whenever you get a new card from us, your old one automatically becomes invalid so throw it away to avoid any confusion.

What's an excess?

myOwn’s range of hospital covers feature an excess to lower premiums by allowing members to share some of the cost of hospital admissions. The excess is calendar year based. The excess works like this: if myOwn’s full benefit for a hospital stay was $5,000 and your policy has a $500 excess on your hospital cover, the benefit would reduce to $4,500.

On couples, family or single parent cover each person (other than dependants who do not pay an excess) will only have to pay a maximum of $500 excess per calendar year and the excess is also capped at a maximum of $1,000 per calendar year for the policy. An excess is payable for all admissions to hospital.

Child dependant excess

No excess applies for child dependants under 21 on all myOwn covers.

 

 

Can I claim on orthotic and orthopaedic appliances?

To qualify for benefit payments, these must be custom-made by practitioner podiatrist or orthotist. For an orthosis to be custom made, a plaster cast or mould must be taken. Please note that customising, heat moulding, trimming or adjusting an existing ‘off the shelf’ appliance does not constitute a custom-made appliance.

Orthopaedic appliances attract benefits where the application of which has resulted from, and is required immediately following, the injury or surgery, and a Doctor's letter of recommendation is required prior to claiming.

Am I covered for health appliances?

myOwn does not pay benefits for the hire of any health appliance or equipment.

We will, however, fund a percentage of the purchase of the following appliances up to your annual limits, providing you lodge a doctor’s letter of recommendation with your claim:

  • blood glucose monitor
  • extremity pump
  • nebuliser pump
  • sleep apnoea monitor
  • pressure garments
  • myOwn approved orthopaedic appliances
  • non-surgical prostheses
  • tens monitor

What are benefit replacement periods?

A benefit replacement rule applies to some items/services covered by myOwn’s extras cover. This means that after you claim for an item, you must wait a specified period before you can lodge another claim for the same type of item. Call our Member Service Team on 1300 300 338 to find out which treatments have benefit replacement periods.

 

Can I claim for weight loss programs?

You can claim for weight loss programs under our Dietetics Extras cover but only when it has been recommended, in writing, by a doctor for preventing or improving a specific health condition.

Also, the weight loss provider must be a member of the Weight Management Council of Australia and agree to abide by the Weight Management Code of Practice.

Here are some well-known providers that we’re happy to approve:

  • Weight Watchers Australia
  • Jenny Craig Weight Loss Centres Pty Ltd
  • Fernwood
  • Simplicity Weight Loss

Please note that we only cover weight loss program fees and will not provide any benefits for meals, groceries or exercise components.

Where can I find recognised Extras providers?

You can only claim extras benefits where treatment is received in person from a recognized health practitioner, received in Australia. To find out if your practitioner is recognised you can ask your practitioner before you make your appointment or call us on 1300 300 338 (we’re open from 8am to 6pm AEDT).

You cannot claim for treatments you provide to yourself or to members of our family or business partners and members of their family.

 

Can I claim for Extras purchased over the internet?

Yes - but only when purchased online from Australian optical and pharmaceutical providers when a script is provided.

For a company to be considered an Australian provider, an ABN needs to be visible on the company’s website.

Benefits for services, treatments and other costs received overseas are excluded and will not receive any benefit.

I have adult children who are still studying - are they covered by my family policy?

Family cover provides cover for the member, their partner and their children including dependant students up to the age of 25. Cover for child dependants ceases once they turn 21, unless they qualify to remain on the policy as a student dependant.

When a child dependant turns 21, they have two months to get their own cover and not have to serve any waiting periods if moving to equivalent or lower cover.

Student dependants also have two months from either turning 25 or ceasing to be a student to get their own cover.

For mid-year school, apprenticeship and traineeship leavers who transfer from their parent’s myOwn policy within two months of leaving school or finishing an eligible apprenticeship or traineeship through a registered training group will not have to serve waiting periods if they transfer to an equivalent or lower level of cover. A letter from their school or registered training group confirming the date of completion is required.

For end of year school, apprenticeship and traineeship leavers, they are covered until 31 March of the following year and will not have to serve waiting periods if they transfer to an equivalent or lower level of cover.

Are there some Extras I can't claim for?

You can only claim on Extras treatments that are specifically included in your cover. Here’s a list of some of the treatments (not all) that aren’t covered:

General

  • Services or treatment for which anyone covered has a right to claim damages or compensation from any other person or body
  • Treatment where the member and/or dependant is eligible for free treatment under any Commonwealth or State Government Act
  • Services or treatment rendered more than two years prior to the date of claiming
  • Services or treatment not covered by your membership and/or is rendered while the membership is in arrears or is suspended
  • Services or treatment rendered by a practitioner not in private practice and/ or not recognised by bodies approved by myOwn Health Insurance.

Pharmacy

  • Contraceptive, fertility and IVF drugs available through the Pharmaceutical Benefits Scheme (PBS)
  • Food supplements
  • Pharmacy items, where they are available over the counter and purchased with or without prescription.  
  • Liquid filled Temazepam capsules
  • Drugs purchased overseas
  • Mass immunization, services rendered in the course of the carrying out of a mass immunization. 
  • Pharmaceuticals that are not considered an S4 or S8 drug

Dental

  • Dental procedures where a limit on the number you can have has been exceeded
  • Dental procedures unless tooth Identifications (ID) are supplied by the provider
  • Dental procedures carried out and charged by a dental mechanic, other than an advanced dental technician 
  • A range of dental procedures when provided on the same day for example a filling on a tooth that has been removed. Please contact us for further information relating to these exclusions
  • A benefit will only be paid for a single crown per tooth every five years

Foot orthotics

  • Any procedure provided by a physiotherapist or chiropractor

Orthopaedic appliances

  • myOwn specified and approved orthopaedic appliances purchased for support purposes only. 

Pressure garments

  • Pressure garments purchased for reasons other than the treatment of burns, varicose veins, lymphedema or post-operative surgery up to 60 days from hospital discharge only.

For more information please see our member guide.

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What is the Excess Refund?

Where your policy includes an Excess Refund, it means that if you hold this policy or another eligible policy for at least 6 months and hold Silver AIA Vitality status or higher, myOwn will refund 100% of your hospital excess. You will need to pay your excess when you’re admitted to hospital and then you can claim this amount back. To be eligible for this you must hold Silver AIA Vitality status at the time you are admitted to hospital. To get your refund, you'll need to make a claim. Just email, mail or call us on 1300 300 338 to find out more. When you submit your claim you will need to include your receipt showing the Excess paid. You can make your claim anytime up to two years, and valid claims will be paid into your nominated bank account. Only one refund will be paid per member per calendar year because each member only pays one excess per calendar year.

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When you join us you'll receive a full welcome pack with all you need to make the most of your cover. If you can't see what you're looking for above, take a look at our member guide or call us on 1300 300 338.

What's the claims process?

How do I make a claim?

There are lots of ways to make a claim. You'll just need to make sure you've served all your waiting periods before you start the claims process.

Then, if you have Extras cover, you can simply use your membership card. Alternatively, you can use our member's portal, or even claim by post.

We've detailed the ins and outs in the member guide (plus some extra process info that may come in handy).

Where can I see the claims I've made?

You can see them all online. Simply register to use our member's portal and head to the claims section to look at your history.

Why wasn't my claim paid?

It doesn’t happen often, but there are instances where benefits are not paid at all or are paid at a lower level. 

These are when:

  • the treatment is not covered under your policy
  • the treatment was not provided by a recognised provider
  • the treatment was not provided in Australia
  • you’ve already claimed the maximum allowable benefits during a specified period
  • you’ve transferred to myOwn from another fund and have already claimed for that treatment
  • it’s been more than two years since the treatment you’re claiming for
  • the health care account has been incorrectly itemised
  • you have an excess to pay on your chosen level of cover
  • the service is subject to a waiting period or another limit
  • you’re claiming for treatments carried out overseas
  • treatment was provided to or from a family member or business associate
  • if myOwn believes that you are not receiving acute care after 35 days of continual hospitalisation
  • surgery is performed in hospital by a registered podiatrist/podiatric surgeon
  • when no MBS item number is provided by the health practitioner
  • if the MBS item is being performed for a cosmetic reason and not medical 
  • the treatment was the second treatment performed on you in a day by a single practitioner

To find out more, we recommend checking out your cover’s detailed terms and conditions published in our Fund Rules. These are available by calling us on 1300 300 338

More about AIA Vitality?

Tell me more about AIA Vitality?

We thought you'd never ask. AIA Vitality is what makes us different. For all the details on how the program can boost your wellbeing and make sure you maintain a level of good health, head to the AIA Vitality site.

How do I make a complaint?

How do I make a complaint?

We always want to make sure our members are being treated well and we're happy to have those difficult conversations when they arise and we aim to resolve problems at their first point of contact. To make a complaint, you can:

  • Phone us on 1300 300 338, Monday to Friday between 8am and 6pm AEST.
  • Email us at service@myown.com.au 
  • Write to us at 

        myOwn health insurance

        PO Box 7302

        Melbourne VIC 3004

You can also use any of the methods above to request a copy of our full Complaints Handling policy.

We will always do our best to resolve any issue you have, but if you’re not happy with our solution you can contact the Commonwealth Ombudsman

 

        Commonwealth Ombudsman

        GPO Box 442

        Canberra ACT 2601

How do you handle complaints?

We’re committed to a quick and fair resolution of all complaints so this is what you can expect from us:

  • We’ll acknowledge receipt of complaints within two business days (where they aren’t resolved immediately). This acknowledgment will include a reference number for your records
  •  If we are unable to deal with your complaint we’ll advise you as soon as possible and provide advice on who you can go to next
  • If there are any delays in us responding to you when we say we will, we’ll advise you and provide a reason
  • If one of our Member Service Consultants can’t resolve your problem, then it will be escalated to our Member Service Manager (or someone with equivalent decision-making authority) and finally to our Chief Health Insurance Officer. If the problem is still unresolved the matter can be taken to the Private Health Insurance Industry Ombudsman.