Frequently asked questions
At nib Thrive, we’re passionate about helping people by providing quality, supportive and accessible plan management.
nib Thrive is nib’s NDIS business and a registered plan manager. We’re here to help people across Australia manage their NDIS plans, making the process simple and stress-free.
We’ve brought together several plan management businesses, which we affectionately called the nib Thrive family. Now, we are known as nib Thrive, and our friendly team of NDIS experts are ready to support you in reaching your goals.
In addition to plan management, nib Thrive also offers support coordination through Aurora Coordination, opens in a new tab. Our team of support coordinators have partnered with people with disability and their families, helping them build the skills, knowledge, and confidence needed to achieve their goals.
We also have a handy digital platform called Kynd, opens in a new tab. Kynd lets you find, compare, book, and manage support workers easily.
You can learn more about us at nibThrive.com.au, opens in a new tab.
You are receiving emails from nib Thrive because your NDIS plan manager has rebranded and transitioned to nib Thrive. nib Thrive acquired the following plan managers who have now rebranded to nib Thrive:
BudgetNet
Maple Plan
Peak Plan Management
Connect Plan Management
Developing Links Plan Management
Your previous plan management brand has rebranded to nib Thrive. The team from your previous plan management service has also joined nib Thrive as part of a wider network of plan managers, supporting people with disability across Australia.
Your NDIS budget and invoices are no longer managed through the online system from your previous plan management brand. To view your budget, update your details or submit or approve invoices you can now log into the nib Thrive Portal, opens in a new tab.
If you have an email address registered with us, we have sent you an email with instructions on how to get set up in the nib Thrive Portal. If you didn’t receive this email or need help setting up your account, you can contact us on 1800 999 333.
If you don’t have an email address registered with us and would like access to the nib Thrive Portal, please call us on 1800 999 333 or email us at enquiries@nibthrive.com.au, opens in a new tab to set up an account. Please have your NDIS number handy when enquiring about Portal access.
The nib Thrive Portal is your new online account, where you can:
View and track NDIS funding
Submit and approve invoices
Check claim history
Manage NDIS providers and standing authority
Download monthly statements
Download monthly budget report
View your plan status in real time
If you have an email address registered with your previous plan manager, we have sent you an email with instructions on how to get set up in the nib Thrive Portal. If you didn’t receive this email or need help setting up your account, you can contact us on 1800 999 333.
If you don’t have an email address registered with us and would like to access the nib Thrive Portal, please call us on 1800 999 333 or email us at enquiries@nibthrive.com.au, opens in a new tab to set up an account. Please have your NDIS number handy when enquiring about Portal access.
Once you have set up your access, you can log in at nib Thrive, opens in a new tab.
We are currently experiencing delays with claims processing and high call volumes, resulting in longer than usual service wait times and payment delays. We are very sorry for any inconvenience this has caused and are working hard to resolve this with extra staff working overtime and weekends to help process your claims and answer your calls.
You can contact the nib Thrive team by phone on 1800 999 333, submit enquiries via email at enquiries@nibthrive.com.au, opens in a new tab, or submit invoices to claims@nibthrive.com.au, opens in a new tab.
There are two ways you can submit invoices:
nib Thrive Portal
Once you have set your password, you can log into the Portal to submit and approve invoices. Simply log into the nib Thrive Portal and select My Invoices in the main navigation menu. At the top of the page, you will see a green button that says Add, click on this button and upload the invoice. Please note that the preferred document format is a PDF.
In the Portal, you can also track invoices from submission through to payment. After submitting an invoice in the My Invoice section, click the green button that says Invoice Uploaded and Pending Processing to view invoices that have not yet been processed. Invoices that have been processed will appear in the table on the My Invoices page. You can search for an invoice by clicking on the button at the top of the screen that says Search.
For more information on what you can do in the nib Thrive Portal, view our Portal Walkthrough video, opens in a new tab.
Log in to the nib Thrive Portal, opens in a new tab.
You can email your invoices to claims@nibthrive.com.au, opens in a new tab
There are two ways that you can view your budget:
1. You can view your budget and download a budget summary through the nib Thrive Portal. Your budget will be displayed on the initial dashboard when you log into the Portal. If you would like a breakdown of budget allocation you can download a statement from the Statement page which can be found in the main navigation menu within the Portal. To download an activity report, click on My Plans in the main navigation menu, find your current plan in the list and select Activity Report.
For more detailed instructions view our nib Thrive Portal Walkthrough video, opens in a new tab.
Log in to the nib Thrive Portal, opens in a new tab.
2. Call us on 1800 999 333 or email enquiries@nibthrive.com.au, opens in a new tab to request an update on your budget.
Please rest assured that any outstanding invoices from your previous plan manager at the time of transition will be processed as normal. After the transition to nib Thrive, there might be delays in payment processing. We are working hard to minimise disruptions to your day-to-day plan management. Thank you for your patience and understanding as we work through this change.
You can submit invoices for providers who aren’t registered with nib Thrive by submitting an invoice for their service as you normally would. Once we receive the invoice we will verify and register the provider on our end.
There are two ways you can access a statement from your previous plan manager:
You can self-serve through the nib Thrive Portal by selecting Statements from the main navigation menu. You will see a list of your previous statements. If you can’t find the one that you are looking for, please contact us.
You can reach out to us directly to request an old statement. Email us at enquiries@nibthrive.com.au, opens in a new tab or call 1800 999 333 and have your NDIS number ready as well as the month and year of the statement you are after.
You can view your nib Thrive service agreement here, opens in a new tab. This is effective from 18 November, 2024.
nib Thrive is currently experiencing longer than usual call wait times and claims processing times which is resulting in payment delays. Claims are being paid, and the backlog is reducing.
The integration of new systems, has led to delays in claims processing and a drop in service levels. We are very sorry for the impact this may have had on you.
We have increased staffing to process claims, to help as many people as possible as quickly as possible. We apologise for the delays and we are working as fast as we can to process claims and answer calls. We have teams working overtime, including on weekends through the coming weeks to clear backlogs as quickly as we can.
We are focusing on high priority claims first to ensure services and supports for people with the most immediate needs remain uninterrupted.