VISITORS HEALTH INSURANCE PEACE OF MIND FOR BETTER HEALTH. Membership guide 1

Transcription

1 VISITORS HEALTH INSURANCE PEACE OF MIND FOR BETTER HEALTH Membership guide 1

2 Australia is an exciting place to holiday, visit family and friends or work Australia is one of the most culturally diverse countries offering great lifestyle choices and opportunities. If you re studying or working in Australia, the cover outlined in this brochure probably isn t for you. For more information please refer to our Working Visa and Overseas Student Health Cover brochures. Regardless of your reason for visiting, it s important to make sure you have planned all the details, including looking after your health and wellbeing. Medibank offers specially designed Visitors Health Insurance. It s easy to join and as a Medibank member, you ll soon see that we do more than just pay claims. We deliver real benefits that will help you make the most of your time in Australia. Medibank is here to help you access the right advice and support you may need in relation to your health cover needs. 2 Membership guide

3 Welcome to Medibank Keeping your health a top priority while in Australia 4 Medibank health cover that gives you more 5 Mi Health better health support for our members 6 Members Choice 7 Cover for hospital treatment 8 Cover for medical treatment 10 Manage your membership online 11 Things worth knowing 12 The information contained in this brochure is current at the time of issue, May 2015, and supersedes all previously published material. Please ensure you read this brochure thoroughly and retain a copy for future reference. Membership of Medibank is subject to our Fund rules and policies which are summarised in our Membership guide. You will receive a Membership guide and Cover summary upon joining. Premium rates, and the Fund rules and policies, change from time to time. The information in this brochure only applies to Medibank branded products. Membership guide 3

4 Keeping your health a top priority while in Australia Health care systems vary greatly all around the world and navigating your way through Australia s can be confusing. As a visitor to Australia we believe it s important that you understand how the Australian health care system works and what options are available to ensure you and your family s health care needs can be met while you are here. Like most countries in the world, health care costs in Australia can be expensive. Even a few days in hospital for a routine operation can cost thousands of dollars in hospital charges and doctors fees. The Australian health care system has two main components: 1. Medicare Medicare is our national health care system, which provides eligible Australian residents with access to treatment as public patients in public hospitals and treatment by doctors and other health professionals. 2. Private health insurance Many Australians purchase private health insurance to help cover the cost of going to a private hospital and receiving other health services usually not covered by Medicare. Some visitors to Australia have restricted access to Medicare for medically necessary treatment because their country has a reciprocal health care agreement with Australia. Refer to page 12 to see if this applies to you. However, most visitors and temporary workers have no access to Medicare. That s why as a visitor to Australia, it s worth considering private health insurance so you can keep your health a top priority. Choose Medibank and you ll be with one of Australia s largest private health insurers. It s easy to join Call us on or (if calling from outside of Australia) Visit medibank.com.au/visitors Visit a Medibank store 4 Membership guide

5 Medibank health cover that gives you more Mi Health a level of health support with our hospital covers You ll get even more value from your hospital cover with access to Mi Health. Includes health support services including access to Medibank nurses on our 24/7 Health Advice Line, Hospital Support and mobile health apps to help you make healthier decisions on the go. For more about how Mi Health can benefit you, see page 6. Value at Members Choice providers Our Members Choice network is one of the largest health provider networks in Australia, covering most private hospitals. See page 7 for more information. No hospital excess for kids With our hospital covers, you won t be charged an excess if a child on your family membership needs to go to hospital. Managing your membership online Online Member Services is an easy, secure way to manage your membership details, claims and payments whenever and wherever it suits you. See page 11 for more information. More than just health cover As a member, you also get a 10% discount on pet insurance. For more information go to medibank.com.au Like to know more? Take a look at Things worth knowing on page 12. Visit medibank.com.au Call us on Visit a Medibank store Are you covered for ambulance? Ambulance services are included under all Medibank covers. Unless you re already covered (e.g. under a state scheme), we ll cover the cost of eligible ambulance services if you need immediate professional medical attention and your medical condition is such that you couldn t be transported any other way. See page 15 for more details. Membership guide 5

6 Mi Health better health support for our members Mi Health is a range of health support services, designed to help our members manage their health and lifestyle. As a member with hospital cover, you ll have access to the Mi Health support services. It s our commitment to making health cover better for our members. 24/7 Health Advice Line Call a Medibank nurse with any health questions you and your family may have, 24 hours a day, seven days a week. Designed to complement the care given by general practitioners and other health professionals, Medibank nurses can give you advice about your health, symptoms, diagnosed conditions and discuss treatment options. They can also help you find medical centres, child health services, dentists, mental health services, pharmacies and more. If you call with a health problem that our nurses believe should be seen by a doctor promptly, they ll offer to ring your regular GP and help you make an appointment. Hospital Support Hospital Support provides you with personal advice and support about your overnight hospital stay. Call for more information (or for corporate cover). Mobile Health Apps Access our health apps on your mobile when you need health information on the go. Symptom Checker* Check your everyday symptoms, find out what to do about them including when to seek professional treatment. * Only available on iphone. iphone is a trademark of Apple Inc. Energy Balancer To help you balance the foods you re eating with exercise and activities. Like to know more? For more information about Mi Health, call or visit medibank.com.au Translators for a range of languages are available if required. Members can access the Medibank nurses by calling 1800 Mi Health ( ) The Mi Health services are provided by Medibank Private Limited and its related companies. For details on how your personal (including sensitive) information is handled see the back cover of this brochure. 6 Membership guide

7 Members Choice It s pretty simple: visit a Members Choice hospital and you can save money. Our Members Choice network is one of the largest health provider networks in Australia, covering most private hospitals. We ve negotiated with many healthcare professionals, so you won t be charged more than the agreed price. Hospitals Visit a Members Choice hospital and you ll get better value for money compared to a Non Members Choice private hospital, as long as the service you receive is covered by our agreement with the hospital and is included under your cover. What about your out-of-pocket expenses? Even if you go to a Members Choice hospital, you re still likely to have out-of-pocket expenses. The hospital and doctors treating you should tell you about their costs before you go to hospital so it s important to ask. Give us a call before you go to hospital so we can help you ask the right sort of questions. See page 17 for more information. Find a Members Choice provider To find a Members Choice provider use our mobile app Membership guide 7

8 Cover for hospital treatment What benefits are paid For the services included under your cover, we ll pay benefits (less the applicable excess) towards: private hospital accommodation overnight accommodation in a private or shared room same day admissions intensive care theatre fees public hospital accommodation as a private patient overnight accommodation in a private or shared room same day admissions (shared room only) doctors fees for in-hospital medical services when you are treated as a private patient surgically implanted prostheses and other items on the Federal Government s Prostheses Schedule eligible ambulance services where immediate professional attention is required (see page 15). Prescription only pharmaceuticals important information You may incur significant out-of-pocket expenses if high cost pharmaceuticals are required for your treatment when in hospital. This is because Visitors Health Insurance only pays limited benefits for pharmaceuticals. More information is available in our Visitors Health Insurance Membership guide. Most international visitors to Australia are not eligible for subsidised pharmaceuticals under the Pharmaceutical Benefits Scheme (PBS). Pharmaceuticals used in oncology (cancer) and other treatments can be very expensive for people who do not have access to subsidised pharmaceuticals. For more information on the PBS visit health.gov.au Like to know more? Go to Things worth knowing for more information on waiting periods and other benefit assessment information. See pages Please note that any charge above your benefit will form part of your out-of-pocket expenses (see page 17 for more information). What s an excess? An excess is an amount you must pay towards the cost of your hospital treatment. An excess applies per person per calendar year and doesn t apply to children on your family membership. 8 Membership guide

9 What s covered Item/Service Ambulance services (see page 15 for more information) Knee reconstruction surgery & investigations Shoulder reconstruction surgery & investigations Appendicitis treatment Removal of tonsils & adenoids Surgical removal of wisdom teeth (for hospital charges only. See page 16) Heart-related services Obstetrics-related services eg. pregnancy Plastic & reconstructive surgery (excludes cosmetic treatment) Palliative care Psychiatric treatment Rehabilitation treatment Fertility treatment eg. IVF & GIFT programs Major eye surgery including cataract & lens-related services Hip & knee joint replacement surgery Renal dialysis All other in-hospital services recognised for Medicare benefit purposes Access to Mi Health support services Young Visitors Health Insurance* c c c c c c b b b b b b b b b b c 24/7 Health Advice Line / Hospital Support / Mobile Health Apps Your excess $300 Key: c Services we pay benefits towards. b Services we don t pay benefits towards. Note: Cosmetic treatment is excluded on all Medibank covers. Waiting periods apply including the general 2 month waiting period and 12 months for pre-existing conditions. For more information including other benefit assessment information, please refer to Things worth knowing on pages * For Young Visitors Health Insurance, where treatment is required for injuries sustained in an accident services which are normally excluded will be covered. Membership guide 9

10 Cover for medical treatment The Medicare Benefits Schedule (MBS) lists a standard fee for most surgical and medical procedures (MBS fee). The amount of benefit you can expect to receive from us is calculated as a percentage of the MBS fee. However, you ll have to pay any additional cost if the doctor charges you more than the benefits we pay you. The benefits you receive for medical services included under your cover Young Visitors Health Insurance 100% of the MBS fee In-hospital medical benefits We pay benefits towards medical services provided by a doctor or specialist that are included under your hospital cover, and listed under the MBS. For example, surgeon s fees and anaesthetist s fees. No benefits are payable for services that are excluded under your cover. Out-of-hospital medical benefits We pay benefits towards medical services provided by a doctor or specialist that are listed under the MBS. For example, doctor s visits and pathology. No benefits are payable for services that are excluded under your cover. It s easy to join Call us on or (if calling from outside of Australia) Visit medibank.com.au/visitors Visit a Medibank store. Go to Things worth knowing for more information on waiting periods, other benefit assessment information and benefits for pharmaceuticals, see pages Membership guide

11 Manage your membership online Medibank Online Member Services is a convenient way of managing your membership online. You can submit doctor s (GP) claims, make payments and view your membership details. By logging into Online Member Services you can make the most of your membership. Manage your membership Manage your mailbox and send secure mail to us Medibank Mobile App The Medibank Mobile App is free for anyone with a compatible iphone or Android mobile. If you ve registered for Online Member Services you can use your login details to access the app. You can download the app from the App Store on iphone or Android Market on Android mobiles. There are other apps you can access as a Medibank member, see page 6 for more information. iphone is a trademark of Apple Inc. Android is a trademark of Google Inc. App store is a service mark of Apple Inc. View membership details Download brochures and forms Order a replacement membership card Request to suspend membership Register and Login You can register for Online Members Services at To login visit If you re having trouble registering please call us on Update contact details Register your bank account details to receive benefits for extras claims by EFT Manage payments Pay premiums or renew membership Change payment type View payment details Waiting periods may apply to some services. Please note: All current Medibank members aged 16 years and over can use Online Member Services. If you re the Policy Holder you ll have access to all the features under your cover type. Access to some functions may be limited for your spouse/partner and dependants. Membership guide 11

12 Things worth knowing Understanding private health insurance can be complicated. This section is designed to help make things a little easier for you. It contains some important information about our covers along with explanations of commonly used terms you may not be familiar with. It also gives you an overview of some of our key rules. It s important you have a good look through the Visitors Health Insurance Membership guide which is available at medibank.com.au You ll also receive a copy of this once you join. This contains a summary of the rules of your membership (known as our Fund rules) things like your responsibilities as a member. It s important to read the Cover summary where you ll receive further details about your cover and entitlements. Helping you choose the right cover Is Visitors Health Insurance right for me? Medibank Visitors Health Insurance is designed for visitors, temporary residents, residents of Norfolk Island and other residents in Australia who are not eligible for full Medicare entitlements and do not hold a visa subject to condition Reciprocal Health Care Agreements Australia has Reciprocal Health Care Agreements with the New Zealand, the United Kingdom, the Republic of Ireland, Sweden, the Netherlands, Finland, Italy, Belgium, Malta, Slovenia and Norway. If you re a resident of a country which has a Reciprocal Health Care Agreement with Australia, you may have restricted access to Medicare benefits, but only for medically necessary treatment. Post-arrival time limits and other restrictions may apply. So be sure to check what you re covered for before relying on a Reciprocal Health Care Agreement. For further information, please contact Medicare on What if I m an international student? If you re an international student with a valid student visa, our Visitors Health Insurance covers will not meet your student visa requirements. We recommend you purchase Medibank Overseas Student Health Cover (OSHC) which is specifically designed with the needs and budgets of students in mind. You can purchase your OSHC online at medibank.com.au/oshc or visit a Medibank store. What if I m on a working visa? If you re in Australia on a working visa, our Visitors Health Insurance may not meet any visa requirements you might have. We recommend you consider purchasing one of our Working Visa health Insurance covers which meet the Australian Government s 457 working visa requirements. Refer to our separate brochure which you can download from medibank.com.au or visit a Medibank store. You can also call us on for more information. What happens if I become a permanent resident? When your residency status changes, remember to call us on or visit a store to review and discuss your cover options. 12 Membership guide

13 Helping you choose the right cover Can I purchase cover before I arrive? You can purchase your cover before you arrive in Australia. Medibank requires a minimum of one month s premium to be paid in advance, by direct debit, in which case the advance payment period may be shorter. When does my cover start? If you join Medibank and pay your premiums in advance from outside Australia, your membership starts on the day you arrive in Australia. Waiting periods apply before you can claim benefits. If you arrive on a date other than your expected date of arrival, please visit us at one of our stores so that our records can be changed to reflect the appropriate commencement date. You will need to bring your passport and membership card (if you already have one) with you to make this change. If you join in Australia, your membership starts on the day you first pay your premiums, unless you have nominated a later date to be your commencement date, or on the date you transfer from your current health fund. Once your membership starts, you ll then begin to serve your waiting periods. Can someone else purchase this cover for me? A friend or relative can apply in advance for membership on your behalf, so that your membership can start from the moment you arrive. About your membership with us Do you have a cooling-off period? If you join but then decide you d like to either cancel your membership or move to another cover, we have what is known as a cooling-off period. This also applies if you re already a member and have recently changed your cover. As long as you tell us within 30 days of your cover commencing, and no claims have been made against your cover there s no problem. We can either transfer you to a more suitable cover or refund your premium in full. If you close your membership after the cooling-off period we ll refund any unused premium less an administration fee. How often should I review my cover? You may have different health needs at different stages of your life, so it makes sense to review your health cover regularly. This is especially important if your situation changes. For example, if you are granted permanent residency, if you re planning to start a family, the kids have grown up or either you or someone in your family has developed a health issue. Whatever your situation, it s a good idea to call us to discuss your options on or visit one of our stores. What s the difference between a member, a membership and a Policy Holder? There are three terms we use when we re talking about membership: member, membership and Policy Holder. As a starting point, it s good to be clear on all three. A member is simply any person covered under a Medibank membership. A membership is made up of one or more members and can consist of: just one person (single membership) a couple membership which covers you and your spouse/partner family membership, which covers you and your spouse/partner and any of your child dependants and/or any of your student dependants. The term Policy Holder refers to the person who owns the membership. This is the person we contact when we need to communicate important information. Membership guide 13

14 Can my partner manage my membership too? Although you as the Policy Holder own the membership, your partner (if he or she is also covered by the same membership) can automatically manage most aspects of the membership too, including: making claims, adding or removing dependants, changing cover, suspending the membership and changing contact and bank account details. However, as the Policy Holder you re the only one who can remove yourself from the membership or cancel the membership. It s important to be aware that this means we may disclose registered membership details to both of you. If at any time you want to be the only person who can manage the membership or you require further information about the handling of personal information, please call us on If I transfer to Medibank from another Australian private health insurer, am I covered immediately? In some cases yes, in other cases no. You ll be covered for services on your new cover from the date you join if: (i) those services were also included on your cover with your former health insurer (ii) you join us within two months of leaving your former health insurer and (iii) you ve already served the applicable waiting periods. So although we ll recognise any waiting periods you ve served with your former fund, if you haven t fully served the applicable waiting periods, you ll need to serve the balance with us before you re eligible for benefits. Additional waiting periods will also apply if you ve switched to a higher level of cover with Medibank or if you wait more than two months after leaving your former fund before you join Medibank. For more information see page 15. If you transfer to Medibank or to another Medibank cover, any benefits that may have been paid under your previous cover will be taken into account in determining the benefits payable under your new cover. What if I want to add my partner to my single membership? It s easy to change from a single to a couple or family membership, but you should be aware that higher premiums apply to a couple and family membership and additional waiting periods may apply to your partner. Can I add a dependent child (including newborns) to my membership? If you re on a single/couple membership: To add a dependent child to your membership you ll need to change from a single/couple to a family membership. If you do this within two months of the date of their birth or inclusion in your family unit (eg. through marriage, adoption or fostering) your child won t have to serve any additional waiting periods. The change will be backdated to the date of birth or inclusion in your family unit. Also, this change of membership means you ll pay higher premiums. If you re on a couple or family membership: You can add a dependent child to your membership at any time and they won t need to serve any waiting periods already served on the membership. Your premium doesn t increase if you add a dependent child to your cover. What if I want more information on adding a dependent child or newborn? Call us on or visit a Medibank store. What happens if my newborn baby needs hospital treatment? When a newborn baby is in hospital with its mother, no accommodation charges apply for the baby unless the baby becomes an admitted patient in their own right. This happens when the baby requires admission to a neo-natal intensive care unit or it is the second or later child of a multiple birth. If your baby is admitted to hospital, please call us. If I have children, how long can they be insured on my cover? As your children grow older they can still be covered at no additional cost on your family membership until they turn 21 or, if they are full-time students, until they turn 25, provided they re not married or in a de facto relationship. This is because we consider them to be your dependent children. Adding a dependent child If you have a baby, don t forget to add them to your membership within 2 months from the date of their birth. 14 Membership guide

15 Ambulance services What s covered Where you need immediate professional attention and your medical condition is such that you couldn t be transported any other way, you are covered for services provided by an ambulance provider approved by Medibank, in the following circumstances: ambulance transportation to a hospital to receive immediate professional attention when an ambulance is called to provide immediate professional attention but transport by ambulance is not needed when, as an admitted patient, the hospital requires you to be transferred from one hospital to another (excluding transfers between public hospitals) transport by air ambulance, where pre-approval has been obtained from Medibank by the air ambulance provider. What s not covered We don t pay benefits for any ambulance service that has not been defined above under What s covered. This includes the following circumstances: ambulance services where immediate professional attention is not required (eg. general patient transportation) any ambulance transport required after discharge from hospital (e.g. transport from hospital to home) inter-hospital transfers when you re transferred from one public hospital to another public hospital as an admitted patient any ambulance costs that are fully covered by a third party arrangement, such as an ambulance subscription or federal/state/territory ambulance transportation scheme, WorkCover or the Transport Accident Commission any air ambulance services that are fully subsidised, such as South Care or NRMA Care Flight. About waiting periods What is a waiting period? All health funds have waiting periods. In short, a waiting period is a period of time you need to wait after taking out your cover before you can receive benefits for services or items covered. You re not able to receive benefits for any items or services you might have obtained while you re serving a waiting period or before you joined Medibank. How do I know if a waiting period applies to me? Waiting periods will apply if you re a new member, you re rejoining Medibank after not having health cover for some time or you re changing to a higher level of cover (either within Medibank or transferring from another fund). If you re changing to a higher level of cover, you ll still be entitled to benefits at the level of your former cover while you re serving any waiting periods on your new cover if: those services were included under your old cover; and you ve already served the waiting periods that applied under your old cover. How long is the waiting period? That depends on the types of services or items included on your cover. Have a look at the following table for a guide. Period Item/Service 2 months * All services (including ambulance services) except as specified below. 12 months Pre-existing conditions * If you have an accident after joining us or changing cover and require treatment, we ll waive the 2 month waiting period. Membership guide 15

16 About pre-existing conditions It s standard practice in the private health insurance industry to apply a waiting period of 12 months before benefits are payable for a pre-existing condition. What s a pre-existing condition? By pre-existing condition, we mean an condition, illness or condition where signs or symptoms existed at any time during the 6 months before you either took out your new cover, or transferred to a higher level of cover. Medibank will appoint a medical or health practitioner to determine whether you in their opinion have a pre-existing condition, based on information provided by the practitioner(s) treating you. What if I have a pre-existing condition? If you re a new member, you ll have to wait 12 months before you can receive benefits for items or services related to a pre-existing condition. If you re changing to a higher level of cover (either within Medibank or from another fund), you may have to wait 12 months to receive the higher benefits, including benefits for pre existing services not previously covered. About benefits for pharmaceuticals Visitors to Australia are generally ineligible for benefits under the Pharmaceutical Benefits Scheme (PBS) so you may have significant out-of-pocket expenses. Benefits are not payable for oral contraceptives or for pharmaceuticals prescribed for cosmetic purposes. Before going to hospital or commencing treatment It s important you call us first on We can help you understand what s involved and the types of questions you should ask your doctor or specialist. We can also provide you with information on recognised providers and the benefits you re entitled to. Other rules for paying benefits Are there any other rules I need to know about? Yes, there are some other important rules for you to be aware of. Limited benefits apply to hospital charges for podiatric surgery (performed by an accredited podiatrist) and dental procedures that are performed in a Non Members Choice hospital. If you hospital stay extends beyond 35 days, you ll be classified as a nursing home type patient. If this happens, we ll only pay a small portion of the daily hospital charges and you may need to pay the rest of the cost of your care. These costs may be substantial. Your doctor and hospital will be aware of this rule which applies to all health funds and they can advise you. We don t pay benefits for services or treatments where you are, or may be, entitled to compensation and/or damages. For example State Government workers compensation schemes, traffic accident schemes or public liability claims. We generally don t pay benefits for hospital procedures not recognised for Medicare benefit purposes (such as cosmetic treatment). Benefits are not payable for treatment not considered medically necessary (eg. health screening services as required for employment or visa renewal purposes). Benefits are not payable for treatment arranged prior to arrival in Australia. Benefits are not payable for services provided outside Australia. 16 Membership guide

17 About out-of-pocket expenses What s an out-of-pocket expense? It s any expense for a hospital, medical or extras service or item for which you won t be reimbursed by us. What kind of out-of-pocket expenses can I expect if I go to hospital? Although hospital cover helps reduce the cost of your private hospital visit, you ll still have out-of-pocket expenses for things like your excess and any difference between that the hospital charges and the benefit we pay for the hospital services. You can also expect to pay the difference between the charge for in-hospital medical services (eg. doctors services, pathology and radiology) and what you receive from us. To explain it further, the benefits you re entitled to for the medical services you receive while you re in an overnight or day hospital facility are based on the Medicare Benefits Schedule (MBS) fee. The MBS is a list of all the services Medicare pays benefits for and the rules that apply to payment of those benefits. If you visit a doctor and they charge you more than the MBS fee, you may have out-of-pocket expenses. These can vary and may be significant, especially for doctors visits when you re in hospital. You should confirm all likely out-of-pocket expenses with your doctor and/or hospital before admission. How can I reduce my hospital out-of-pockets? If possible, go to a Members Choice hospital where our agreement with the hospital limits what you can be charged. This means your out-of-pockets for hospital charges should be limited to things like: any excess you may have with your cover any difference between your doctors charges (including pathology and radiology fees) and the benefits we pay you any difference between the amounts you are charged for pharmaceuticals (including drugs issued on discharge from hospital) that are not covered by our agreement with the hospital any gap for surgically implanted prostheses and other items on the Federal Government s Prostheses Schedule costs for services not covered, or not fully covered, by our agreement with the hospital or under your cover costs for treatment in an emergency department in a private hospital If you go to a Non Members Choice hospital, you re likely to have significant out-of-pocket expenses. Going to hospital Call us first on so we can help you understand what s involved and the types of questions you need to ask your doctor or specialist. About my premiums If I cancel my membership, will I get a refund? If you need to cancel your membership you may apply to claim a refund of premiums paid in advance and we may apply an administration fee for processing your refund. Please refer to the Visitors Health Insurance Membership guide (available at medibank.com.au) for more information. Are pre-paid premiums protected from rate increases? Where premiums have been paid in advance of any rate increase, the new rates will apply from your next payment. However, if you change the level of your cover or membership category, the new rates will apply from the date of the change. About taxation If you re an Australian resident for taxation purposes you may be required to pay the Medicare Levy and the Medicare Levy Surcharge (MLS). The Medicare Levy is imposed by the Australian Government to fund the Medicare scheme. It is normally calculated at 1.5% of your annual taxable income, but this rate may vary depending on your circumstances. The MLS is an additional amount (on top of the Medicare levy) which is imposed on individuals or families who: have an annual income for surcharge purposes above the relevant threshold, and don t have an appropriate level of private hospital cover for themselves and any of their dependents. The rate of the MLS increases as your income increases - from 1% to a maximum of 1.5%. The surcharge applies proportionately for the period during the financial year when an appropriate level of hospital cover was not held. Important: The Visitors Health Insurance will not exempt you from the Medicare Levy Surcharge. For more information on the Medicare Levy or MLS, please contact the Australian Taxation Office on , or visit ato.gov.au About Goods and Services Tax Our Visitors Health Insurance covers are subject to a Goods and Services Tax (GST), which is included in the premium you pay. Under Medibank s Fund rules, if you re on our Visitors Health Insurance covers it is assumed you have no entitlement to claim any part of the GST as an input tax credit. If you re eligible and intend to claim back part or all of the GST, you must notify us in writing. Membership guide 17

18 How to join Whether you re in Australia already or haven t left your home country yet, it s easy to join. Simply complete the following relevant application forms and submit them to us for processing. You can get the following forms by calling us, visiting a Medibank store or downloading them from medibank.com.au 1. Application form Complete this form to: Join Medibank Transfer from another health fund membership to Medibank Change your current Medibank cover Add or remove a spouse/partner or dependants. 2. Transfer certificate request Complete this form if you re transferring to Medibank from another health fund and we can arrange to close your membership at your existing health fund and obtain a Transfer Certificate to show proof of your previous cover. 3. Authority form Complete this form if you wish to nominate another person to act on your behalf. How to pay It s entirely up to you which option you choose. Direct debit Medibank s direct debit facility is a convenient and flexible way to pay your premiums. Your premiums are automatically deducted from your Australian bank, building society or credit union or a credit card* account. You also have the flexibility to choose when you d like your payments to be made fortnightly, four-weekly, monthly, quarterly, half-yearly, or yearly. * Please note direct debit deductions from a credit card account can only be made at monthly intervals on the 11th of each month. 1. Bank, building society or credit union direct debit request You must complete this form to have your premiums automatically deducted from your bank, building society or credit union account. 2. Credit card payment form Complete this form if you want your premiums automatically charged to your credit card each month. Only available for MasterCard or VISA. Other payment methods Of course, if direct debit doesn t suit you, there are other payment options available. You can pay your premiums: at Medibank stores by (through your participating financial institution) or by calling Australia Post on and registering to pay through their Billpay service, or at any branch of Australia Post. Registered to BPay Pty Ltd ABN Important points to note about payment methods EFTPOS, cheque or credit card payments made direct to Medibank must be a minimum of one month s premium. Payment by credit card is available by VISA or MasterCard only. For more information on payment methods, please call or (outside Australia), visit a Medibank store, or visit medibank.com.au Once you ve completed the forms you can drop them off at a Medibank store, fax them through to (07) or mail them to Medibank, GPO Box 9999 in your capital city. 18 Membership guide

19 Other important information What s the best way for me to give feedback? If you have any feedback on our products and services, or you d like further explanation on anything to do with your membership, please contact us: call ask_us@medibank.com.au visit any of our Medibank stores write to us at Medibank, GPO Box 9999 in your capital city. What if I have a complaint? We ll try to resolve any complaint you may have the first time you raise it with us please contact us with any issues through the contact points listed above. If you believe your complaint has not been satisfactorily dealt with, let us know and we ll escalate your complaint. You can also write to our Customer Resolutions team at Medibank, GPO Box 9999, Melbourne, VIC If you have a complaint, we will do our best to resolve the issue to your satisfaction. If you re unhappy with the result, you can contact the Private Health Insurance Ombudsman (PHIO) Hotline on for free independent advice (free call anywhere in Australia; mobile charges may apply). Private Patients Hospital Charter The Private Patients Hospital Charter is a guide to what it means to be treated as a private patient in hospital. It sets out what you can expect from your doctors, the hospital and your private health insurer. To download a factsheet please visit health.gov.au Private Health Insurance Code of Conduct We re proud to be a signatory to the Private Health Insurance Code of Conduct. The code was developed by the private health insurance industry and aims to promote the standards of service to be applied throughout the industry. The code is designed to help you by ensuring that: information which we provide to you is written in plain language our employees are competently trained to deal with your enquiries we protect the privacy of your information in line with the privacy legislation you have access to a reliable and free system of addressing complaints with us. How we manage your information? We are committed to the protection of your personal information. We have a Privacy Policy which explains why we collect your information, how we manage it and how you may request to access or correct information we hold about you. The Privacy Policy also explains how you can lodge a privacy complaint and how we would manage it. You can always view the latest copy of our Privacy Policy at medibank.com.au. Disclaimer Medibank encourages providers to offer high quality products and services at competitive prices to its members. Where Medibank recognises a provider, advertises on behalf of a provider, or appears by reference or logo or otherwise in an advertisement of any provider, to the fullest extent allowed by the law, such advertising or reference should not be construed as: an endorsement by Medibank; an acknowledgment or representation by Medibank as to fitness for purpose; or a recommendation or warranty by Medibank; of, for, or in relation to, the product and/or service of the provider. Accordingly, to the fullest extent allowed by law, Medibank neither takes nor assumes any responsibility for the product and/or service provided. Members should make and rely on their own enquiries and seek any assurance or warranties directly from the provider of the service or product. Note Policies of insurance issued under, or on the terms of, any products described in this publication are referable to the Medibank Private Limited (ABN ) health benefits fund. A copy of the code is available online at privatehealth.com.au/codeofconduct Membership guide 19

20 (if calling from outside Australia) medibank.com.au In store Medibank also offers covers for permanent Australian residents, non-residents working in Australia, overseas students and access to pet insurance. Medibank Private is a signatory to the Private Health Insurance Code of Conduct. The Private Health Insurance Code of Conduct logo is a trademark of, and is used under authorisation from, Private Healthcare Australia. If you anticipate treatment for which you are expecting a benefit from Medibank, please contact us before commencing treatment to confirm that the benefit you expect will be paid. In order to provide you with a range of health insurance and health related services, Medibank and its related companies may share your personal (including sensitive) information. Our Privacy Policy sets out how your personal (including sensitive) information is handled. You can view a copy of our Fund rules and Privacy Policy online at medibank.com.au or at any Medibank store. The Visitors Health Insurance is designed for international visitors, temporary residents, residents of Norfolk Island and other residents in Australia who are not eligible for full Medicare entitlements. The cover described in this brochure is generally not suitable for Australian residents. Medibank Private Limited ABN Effective May MPL Membership guide