St.LukesHealth takes the health of its members, employees and the wider community seriously and is doing its part to ensure we all remain safe during this uncertain time. As such, St.LukesHealth has temporarily removed face-to-face service in customer care centres. Rest assured, you can still can do business with us:
Update your personal details or review your policy over the phone or by email:
You can contact us by calling 1300 651 988 or email your enquiry to email@example.com.
Make a claim with us by:
Using the St.LukesHealth claiming app
It is easy to claim online by downloading the St.LukesHealth claiming app from Google Play or the App Store. Click here to find out more.
Pay your premium:
You can choose to pay your premiums through the following methods:
• Over the phone
• Direct debit
• Online credit card payment
Information on these payment methods can be found here
More than ever, there is a value proposition in private health insurance.
Elective surgery restrictions ease
From the week starting April 27, 2020, elective surgery restrictions will be partially lifted to ensure that 25 per cent of elective surgery in private and public hospitals can resume. The scheduling of elective surgery will be subject to the COVID-19 constraints in each state or territory.
The lifting of restrictions will include all Category 2 (treatment within 90 days) or equivalent procedures and some selected Category 3 (treatment within 365 days). Some of these procedures include IVF, screening programs, post-cancer reconstructions, joint replacements, eye procedures and colonoscopies.
The Australian Government will review this again on May 11 to determine if all treatments and surgeries can resume. We encourage those members who did have elective surgery booked prior to COVID-19 to discuss this further with their surgeon.
Dentistry downgraded to Level 2
From Monday, April 27, 2020 dentistry will return to level 2 restrictions. This means that you can access a dentist more readily and a large range of dental treatments will be available to you.
Dental check-ups, consultations and x-rays are now available; however, it is likely that in the short-term, dental practices will prioritise patients that have existing oral health problems.
To ensure everyone remains safe, some restrictions will still be in place. The Australian Dental Association has recommended that routine treatment for people over the age of 70 and those who are immune compromised like those undergoing cancer treatment are deferred until levels ease further.
For more information about this, we suggest you contact your dentist personally as each practice will have its own protocols and procedures. For more information about dentistry returning to level 2, please click here.
St.LukesHealth is also providing a number of support mechanisms for members:
Postponement of April 1 premium increase
We have postponed our April 1, 2020 premium increase for up to six months to alleviate some of the stresses and challenges caused by COVID-19. While this year was our lowest average premium increase in 19 years, we understand that every little bit helps. St.LukesHealth will continue to monitor and reassess when to introduce the 2020 premium increase and keep our members updated on any changes that will affect them.
Increased mental health support
From April 1, 2020, we extended our support for mental health by introducing benefits for counselling services so that those members who are in need can access timely care. Our new mothers are being supported in their homes and are being delivered online educational content through the Nourish Baby program, which also includes an iCope screening program to ensure their mental health does not go unnoticed.
Introduction of Telehealth consultations
For those with Extras cover, we have introduced telehealth consultations for a range of modalities including clinical psychology, counselling, physiotherapy, osteopathy, speech therapy, occupational therapy, exercise physiology, diabetes education and eye therapy where clinically appropriate. If you need to access an optometrist for emergency care, this is still available to you.
Support options by contacting our Customer Care Team
We understand that COVID-19 has brought a lot of uncertainty into our members lives. For some individuals and families, we know the support mechanisms we have put in place may not be enough. If you are in this position, we urge you to contact us to discuss a range of options that may be available to you. You can do this by calling our Customer Care Team on 1300 651 988 or email firstname.lastname@example.org.
Our thoughts are with those in our community who may have been affected during this time.