Hopefully, most of you are aware that we sent out an important email to all our customers recently about the mishandling of some of our customers claims by New Zealand Post over the period of January and February 2020.
Firstly we would like to thank the Members that took the time to reply to our email about the issue and we would like to apologise to those of you who were concerned that the email addressed from John Seed our Chief Executive could be spam. He was very aware that this delay had caused considerable inconvenience for those that were impacted, so he wanted the notification to come from himself.
So for our members who didn't read the email, we have reproduced it again in full:
We take our promise very seriously that we want you to claim as it means we are adding real value to you and giving you and your family a better deal for better health.
So, we would like to apologise to all our customers who over the past 2 months have had their claims “lost” in the post, and therefore not been reimbursed in the usual courteous and timely manner.
It has come to our attention this week, that NZ Post received a number of claims in January and February 2020, addressed to our old Wellington address & PO Box number but have erroneously not forwarded them onto us and have been stockpiling them in their office. To be clear, this Wellington address has not been the address to send claims to since we transferred our Insurance underwriting and claims management to Unimed in December 2018.
The redirect from that Wellington PO Box number to UniMed in Christchurch stopped in December 2019, but we regularly check the Wellington PO Box for stray claim forms.
This is frustrating as we have had several conversations with NZ Post over the past 2 months following enquiries by customers who had not received their claim reimbursement. NZ Post assured us that there was no mail for the Wellington PO Box.
We assure you that Unimed have allocated all their resources to process these missing claims as quickly as possible.
It is also very concerning that we are still receiving claims from customers using the out of date claim form with the old addresses on it despite numerous communications both pre and post the transfer of the business to UniMed.
We cannot stress this enough, please look at the bottom of your current claim form and if it does not look like this then please throw it out:
Please download the current claim form from our website here: https://healthcareplus.org.nz/member-services#claims
We cannot control what happens with claim forms once they are in the post and that is why we continue to recommend electronic claims as they provide the most certainty, and clarity, that we will receive your claims and be able to process them with no delay.
Finally, please accept our apologies again for the delays with processing any of your claims, we are very committed to ensuring that claiming from us is as easy and quick experience as possible, and we will continue to improve our processes to deliver on that promise
John Seed, CE, HealthCarePlus
So, the correct postal address is:
PO Box 1721
or if you want to courier it to Unimed use:
165 Gloucester Street
We were set up by our Union owners to deliver one thing and that's benefits to our members through long term affordable healthcare. So making sure we provide a quick and fuss free claims process is integral to that.
Thank you for your continued support and once again we apologise to everyone who was affected by this issue.