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Telehealth and your cover

To support members impacted by COVID-19, we introduced telehealth services as part of our COVID-19 support package in 2020. With consultations via phone or video conferencing becoming an ideal way to access select healthcare services from home, we’re pleased to announce that telehealth is here to stay. We will continue to cover selected telehealth services, such as physiotherapy, dietetics and psychology, in line with your level of Extras cover. 

Can everyone access telehealth services?

As long as you're already covered for a service under your policy, have served relevant waiting periods and have remaining limits, you’ll be able to claim on a telehealth consultation in the same way you would for an individual face-to-face visit. You can check which services you’re covered for by logging in online or via the nib App.

A telehealth consultation will only be provided where it is safe and clinically appropriate, so please check with your provider to see if this is something they're able to do.  Please note that only individual telehealth consultations are covered. Groups and classes are currently not funded for telehealth. 

Which services are available by telehealth?

For members with Extras cover, you can claim on telehealth consultations for the following services with a recognised provider (provided your cover includes them, and subject to waiting periods and limits):

  • Psychology

  • Physiotherapy

  • Dietetics

  • Speech pathology

  • Occupational therapy

  • Exercise physiology

  • Podiatry

For members with Hospital cover, your rehabilitation and mental health care may also be available through telehealth appointments.

In addition, members with international student or international worker cover will also be able to access and claim on GP consultations by telehealth (provided your cover includes GP visits).

How do I find a telehealth provider?

If you’re already seeing a provider regularly, such as a psychologist or physio, check with them first to see if they’re able to offer you a telehealth consultation for your next appointment.

If you're after a new telehealth-enabled provider, our provider search will help you find a physio or GP who is within our network and able to offer telehealth appointments where it's appropriate—simply select the filter options to search by providers who offer telehealth.   

We've also compiled a list of third-party search tools to help you connect with telehealth providers across the country, but you may not be getting the best deal if you choose to see a provider outside of our network. We’ll keep this list updated with more resources as they become available. 

How do I claim for my telehealth appointment?

Before booking your appointment, you should check with your provider how they accept payments for telehealth consultations.

If your provider offers on-the-spot claiming for telehealth appointments, you’ll just need to give them the eight-digit number on the front of your nib card, followed by the two-digit number on the back of your card.

If you need to pay the full cost upfront make sure your provider sends you through a detailed receipt, ideally by email. To make a claim, you can then upload your receipt by logging in online or by using the nib App.

You can learn more about how to get the most out of your telehealth appointments on The Check Up.  

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