Get help

The Latrobe Health app: your cover in your pocket

The Latrobe Health Services app is a free app for members, on iPhone and Android. Claim on extras on the spot with a QR code. Snap and submit receipts for easy claiming, track your claims, check what’s left of your extras limits and pay your premium. Download it from the App Store or Google Play, then log in with your Latrobe Health Online Account details.

Download on the App Store

Get it on Google Play

What can I do in the Latrobe Health app?

The Latrobe Health app handles most of the everyday things you’d otherwise call or visit us for. Here’s what’s in it.

Claim on extras on the spot with a HICAPS QR code
Submit a claim by photographing your receipt, or upload a PDF
Track a claim from pending through to paid
Check your extras benefits and how much of your limit is left
View your cover and policy documents
Pay your premium, set up direct debit and update your bank details
Update your address, phone number and email
Order a replacement membership card

How do I download the app and log in?

Search for Latrobe Health Services in the App Store or Google Play, install the app, then log in with your Latrobe Health Online Account details. Three steps.

Search for Latrobe Health Services in the App Store (iPhone and iPad) or Google Play (Android).
Tap the Latrobe Health Services app, then tap download.
Open the app and log in with your Latrobe Health Online Account details.

Not registered online yet? Tap Register in the app and follow the prompts. You’ll need your member number which is on your Latrobe Health card, and an email address. The same login then works for both the app and your online account (one set of details, two places).

Face and touch ID

After your first login you can switch on face or touch ID, if your device supports it. From then on you’re in with a look or a tap.

How does QR code claiming work?

QR code claiming lets you claim on extras at the provider using your phone instead of your Latrobe Health card. You generate a QR code in the Latrobe Health app, the provider scans it, and the claim goes through HICAPS (the Health Industry Claims and Payments Service). You pay the gap, if there is one.

It works on HICAPS Trinity terminals only. It won’t work on Tyro or HealthPoint machines, so it’s worth asking your provider which one they use before your appointment.

How do I create my QR code?

Tap Create HICAPS QR code on the home screen, or tap Profile and select Create HICAPS QR code.
Show the code to your provider and hold your phone near the terminal until you hear a beep (that’s the whole thing).

Your QR code refreshes on a regular cycle for security. A screenshot or a printout won’t work, so generate the code at the appointment rather than before you leave home.

The provider will tell you straight away whether the claim is approved. If there’s a gap, or you’ve reached your annual limit, you pay the difference there and then.

Can I claim for someone else on my policy?

Yes. Tell the provider who the claim is for and give them the position number shown on your QR code screen. Parents and guardians can claim for dependants when the dependant is at the provider with them. If a dependant goes on their own, they’ll need their physical Latrobe Health card.

Who can use QR code claiming?

The primary policyholder and their partner, on a supported Apple or Android device.

What can’t I claim with a QR code?

Some services need extra documentation before Latrobe Health Services can pay a benefit, so they can’t be claimed on the spot. That includes health management programs, most aids and appliances, and orthodontics. Submit those in the app as a receipt claim instead.

Is my information safe when I claim with a QR code?

Your QR code is unique to you and it refreshes on a regular cycle. A security code adds a second layer. If you’d rather not claim digitally, your physical Latrobe Health card still works at any provider.

Do I need to activate my QR code?

No. Once your app is up to date, your QR code is ready to use.

What if the HICAPS Trinity terminal won’t connect?

It’s almost always the terminal’s internet connection, and it’s almost always a quick fix. Ask the provider to try these three things.

Put the terminal back in its cradle and wait two minutes for it to reconnect
Leave it in the cradle until your payment goes through
Select SCAN QR CODE on the terminal before you hold your phone near it

That last one matters. Without it, your phone and the terminal may try to open your digital wallet instead of reading the code.

What if my provider doesn’t use HICAPS Trinity?

You can still claim. Use your physical Latrobe Health card at the provider, or pay upfront and claim it back afterwards. There are four ways to do that.

In the Latrobe Health app: photograph your receipt and submit it
In your Latrobe Health Online Account: upload a photo of your receipt
By email: complete a claim form and send it with your original receipt to info@lhs.com.au
By post: Send it to Reply Paid 41, Morwell VIC 3840.

How do I submit a claim from a receipt in the app?

Open the Latrobe Health app, tap Make a claim, photograph the invoice or receipt and tap submit. You can also upload a PDF, or a photo you’ve already taken.

Your receipt needs to be clear, and it needs to show all of the following:

the provider’s letterhead, with their name, Australian Business Number (ABN), address and contact details
the invoice date
the patient’s full name
a description or recognised item number for each treatment
the amount charged for each treatment
the date of each treatment
the amount you paid

Check that all of these details are included before you submit, or your claim may be delayed. Keep your original receipts for six months.

Why won’t my documents upload?

Three things cause almost every upload error (usually the first one).

The files add up to more than 20 MB. Resize them and try again.
The file is the wrong format. Use doc, docx, gif, jpg, jpeg, pdf or png.
The upload took longer than two minutes. Check your connection and try again.

When will I see my claim and my benefit?

Your claim won’t appear in your claims history the moment you submit it. It shows as pending once Latrobe Health Services starts assessing it, then changes to processed once we’re done.

What does 'processed' mean?

Processed means we’ve assessed your claim against your cover. Depending on your limits and your policy, we may pay:

the full benefit
part of the benefit, if you’ve already used some of your limit
nothing, if your limit was already used
nothing, if the claim doesn’t meet our claiming terms and conditions. We’ll email you an explanation

If a benefit is payable, it’s usually in your account the next business day. You’ll need your bank account details linked first, and you can add or change them in the app under Payments.

Can I cancel a claim I’ve already submitted?

Not in the app. To withdraw a claim before it’s processed, call us on 1300 362 144 and we’ll take care of it.

Can I see my older claims?

Yes. The Latrobe Health app shows every claim from the last three years, whichever way you submitted it.

Can other people on my policy see my claims?

Yes. Claims made in the app can be seen by everyone covered by the policy. If you’d like your information kept private, call us on 1300 362 144 and we’ll talk you through your options.

What devices does the Latrobe Health app work on?

The Latrobe Health app works on most phones and tablets, including iPads. You’ll need iOS 13 or later on Apple devices, or Android 7 or later.

What if I can’t log in?

I’ve forgotten my password

Tap Forgot password on the login screen. We’ll verify your details, then email you a link to reset it. This resets the password for your Latrobe Health Online Account too, because it’s the same login.

My security code didn’t arrive

We send the code to the mobile number listed on your policy. If your number has changed, call us on 1300 362 144 and we’ll update it. Once you’re logged in you can update your own details under Who is covered on the Profile page. Your partner needs to update theirs themselves.

We only have one phone number on our couples or family policy

The code goes to the number listed on the policy, so whoever receives it will need to pass it on. You can each have your own mobile number and email address. Add them in the app, in your Latrobe Health Online Account, or by giving us a call.

The app won’t load

Check your mobile data or Wi-Fi first, then try again. If your connection is fine and you still can’t get in, call us on 1300 362 144.

How do I log out?

Go to the Profile page, scroll to the bottom and tap Logout.

Can I pay my premium and update my details in the app?

Yes to both. Tap Payments on the home screen to make a one-off payment, set up or change your direct debit, or nominate the account your benefits are paid into.

To change your address, phone numbers or email, go to My details, tap the arrow next to your name, make your changes and tap Save.

Why can’t I see my direct debit details?

For security, we don’t display your saved card or bank details anywhere in the app. You can change them. You just can’t view them.

Who else can use the app?

Only the primary policyholder and their partner can log in to the Latrobe Health app. Dependants access their cover through a policyholder’s login, or by using their physical Latrobe Health card at the provider.

Need a hand with the app?

Call our team on 1300 362 144, 9am – 4:30pm Monday to Friday. We’re the ones who pick up, and we’ll talk you through the install or the login.

You’re also welcome to drop into one of our branches and we’ll set the app up with you (bring your phone).

Got an idea for making the app better? Use the feedback tab inside the app and tell us.