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
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.
Your nib Thrive participants are available through the nib Thrive Portal. The Portal allows you to view your participant's budget, submit invoices and, if you are authorised to do so, approve invoices. We have sent you an email to complete registration with the nib Thrive Portal. If you are unable to find it or need help setting up your account, you can contact our friendly team on 1800 999 333.
We have sent you an email that contains a link to set up your support coordinator account. If you do not have a registered email address or encounter an error while setting up your account, please contact us at enquiries@nibthrive.com.au, opens in a new tab or 1800 999 333.
If you have already set up your nib Thrive Portal account, you can view a walkthrough of the Portal here, opens in a new tab.
Once you have set up your access, you can log in at nib Thrive, opens in a new tab.
When you log into your support coordinator Portal you will see a list of your nib Thrive participants. Select the participant you are enquiring about and select log in. You will be directed to that participant’s dashboard where you can see an overview of their budget.
There are two ways you can submit your participant’s invoices:
nib Thrive Portal
Once you have set your password, you can log into the Portal to submit invoices on behalf of your participant. Simply log into the nib Thrive Portal and select the participant you are submitting the invoice for. You will be directed to their dashboard, from here select My Invoices from 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, 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
If you are a sole trader or an accounts team who submits invoices for the support coordination services you provide, you will require a provider Portal, which is a different account to your support coordinator profile. To request a provider portal contact us at enquiries@nibthrive.com.au, opens in a new tab or 1800 999 333.
You can still submit your invoices while your provider Portal is being set up by emailing your invoices to claims@nibthrive.com.au, opens in a new tab.
Any outstanding invoices submitted to your participant’s 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 and pay invoices efficiently. Thank you for your patience and understanding as we work through this change.
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.