You will need to set up an account and login details. Follow the prompts above, under Sign up/Register found in the top left section of this page. 

The primary account holder will need to register and login first and send you an invite link.

Yes. In June 2024, we released a brand-new online account which means you will need to create a new account to access your membership. Follow the prompts above, under Sign up/Register found in the top left section of this page, to set up your new login details. 

Click Forgot password on the login page. We will need to verify your details and will send you an email to reset your password. 

For security reasons, the link we send is active for 24 hours. If you click it once it expires, it won’t allow you to complete the registration. Give us a call and we can send you a new verification link to finish setting up your account. 

Yes, you can change the invite details until they complete their sign-up. After this, it will lock the invite function.

No, once they click the unique link to sign-up, they can choose the email address for all future log ins.

We take our Members privacy and security seriously, and continue to invest in new technology to ensure greater protection of our data on all platforms, including the Latrobe Health Online Account and app.  

We have launched multi-factor authentication (MFA) for an extra layer of security, making it even harder for unauthorised users to access your personal information.

No. You will need to call us to make the following changes to your policy: 

• Add or remove dependants 
• Upgrade or downgrade your cover. 

Your online account is designed to be responsive on any platform you wish to view it on, whether it's a tablet, a PC, or a smartphone. We recommend that you check your device meets the below list of tested web browsers and version numbers. 

Yes. You can update your address, phone number(s) and email address. Once you're logged in, go to My details and click the drop down next to your name. Once you’ve updated your details, hit save.  

Yes, you’ll be able to make payments, update or set up direct debit, and nominate your bank account for benefit payments.   

Go to Payments on the home screen. From there, you’ll be able to make a one-off payment, update or set up direct debit and update the account where your claim is paid.  

You can change your payment details, but as a security feature we don’t display your current credit card or bank details. 

Your policy documents are available in pdf format under Documents. You can also view your tax statement and any other important correspondence we have sent you.  

No, you can view your government rebate tier, but to make any changes you will need to contact us on 1300 362 144 or email info@lhs.com.au

Submitting a claim is fast and easy with the new online account. Simply upload a pdf or photo of the provider invoice or receipt. Photos or files must be clear and show: 

• healthcare provider's letterhead which includes their name, ABN, address and contact details 
• the invoice date 
• patient’s full name 
• a description or recognised item number for each treatment 
• amount charged for each treatment 
• date of each treatment 
• amount you paid. 

Before submitting your claim, check you have provided all the required details, otherwise your claim may be delayed. Keep your original receipts for 6 months. 

You can’t upload documents if: 

• the combined size of your documents exceeds our limit of 20MB. Try and resize some of your documents and try again. 
• your file is in the wrong format – it needs to be a doc, docx, gif, jpg/jpeg, pdf or png. 
• it takes longer than two minutes to upload your files – check the speed of your connection. 

A claim does not appear in your claims history immediately after you submit it. It will appear as ‘pending’ when we start to assess it. When our assessment is complete, the status will change to ‘processed’.  

‘Processed’ means that we have assessed your claim against your policy coverage. This may result in us paying: 

• part of the benefit if your limit has been met 
• nothing if the limit was previously met 
• nothing because the claim does not meet one of our claiming terms and conditions (if so, we’ll email you an explanation). 

If you are entitled to a benefit, it should be in your bank account the next business day after it is processed.  You will need to have your bank account details linked to your account for your benefits to be paid. You can update your account details in the online account.   

Yes, you can claim on behalf of another person on your policy. You will need to submit the documents required. We will be able to see the patient’s name and process the claim. 

You can’t delete a claim from the online account once it has been submitted. If you would like to withdraw a claim before it is processed, please call us on 1300 362 144. 

Yes, the new online account shows all your claims from the last three years, regardless of how you submitted them. 

Claims made via the online account can be seen by all people covered by the policy. If you would like your information kept private, you need to call us on 1300 362 144.