We've updated our systems to automatically process claims for subsequent consultations.
Some extras covers include separate benefits for an initial and subsequent consultation. Where an extras service is listed as having an initial consultation benefit, ahm pays a benefit towards one of these per service, per member per financial year. If telehealth is offered for that service, we'll also pay for one telehealth initial consultation for that service, per member per financial year. Further visits for that service are then paid as subsequent consultations up to your annual limit.
Previously, if a second initial consultation claim was attempted the claim would reject, which meant it had to be submitted manually to claim the subsequent consultation benefit.
We then temporarily removed the initial consultation restriction last financial year, so you may have noticed we paid for multiple initial consultations instead of just the one, while we worked on improving the claiming experience.
We've now updated our systems to automatically pay the subsequent consultation benefit for all claims after the initial consultation up to your annual limit. This means from 7 December 2023 we'll no longer pay benefits towards multiple initial consultations in the one financial year. Claiming will return to normal, and benefits will be paid as per your product guide - so you'll still be able to claim one initial consultation per service, per member per financial year (and one initial consultation for telehealth, if offered for that service, per member per financial year).
From 7 December 2023.
Login to view all the details of your cover. Your product guide can be found under Documents.
Login to view your product details and available benefits. Where a service has an initial consultation benefit, this will be listed in your product guide.
Your benefits will be paid as per your product guide. Don't worry, where a service has an initial consultation benefit you can still claim one of these per service, per member per financial year. Any further initial consultations are then paid as subsequent consultations up to your annual limit.
Please note, if you hold a percentage back product this change will not impact you. Your benefits will continue to be paid as a set percentage of the charge for any included services.
If you haven't used up all of your annual limit and you claim another initial consultation for the same service received after 7 December 2023, you'll automatically receive the subsequent consultation benefit. Further visits will continue to be paid as subsequent consultations up to your annual limit.