Before booking your treatment, you should check the benefits you can expect to receive, and any out-of-pocket expenses you might incur.

As an AIA Health OVHC member, you can access all the information you need about your policy by logging into the Online Member Service Portal. Here, you can manage your membership, update contact details, manage payments, make claims, and view correspondence.

You can log in via members.healthinternational.aia.com.au

Doctors and specialist visits

When seeing a Doctor also known as a General Practitioner (GP) or a Specialist, you’ll need to pay for the service in full on the day of your visit. Once you have received your invoice receipt, and where covered under your policy, you’ll be able to submit this as a claim through our Online Member Service Portal. If you have any difficulties, you can also email this to ovhc.claims@aia.com.au.

Treatment in hospitals

Depending on the reason for your visit, you may need to pay your private health insurance excess prior to, at the time of, or shortly after your visit to the hospital.

All other expenses related to your visit, and where covered under your policy, will be invoiced directly to us if you’ve been to a hospital from the AIA Health Network. So, there is nothing more you’ll need to do until you hear from us.

If you decide to go to a private hospital that isn’t in our network, where possible please ask how much your treatment will cost before you’re treated, so you can work out what your out-of-pocket expenses will be.

Please note, sometimes the bills come directly to us even if the hospital is outside the AIA Health network. So, it’s good to check while you’re there.

If you paid the costs yourself or are sent a bill, please contact us and we’ll help you through the process.

Ambulance services

Invoices for ambulance services will generally be sent to us directly to pay on your behalf. Ambulance services may ask for your AIA Health membership number if you’re able to provide it.

If you receive an invoice for ambulance services directly, you can submit this to us for review and payment via the Online Member Service Portal. We will contact you if we need any more information.

An excess is the amount that you must contribute towards the cost of any hospital treatment during any calendar year. AIA Health OVHC products have excess options of $500 and $750.

The excess will apply per member, per calendar year.

There is no excess for child dependants, under the age of 25, who are covered under a family or single-parent policy.

A gap payment is the difference between the amount a doctor or hospital charges for a medical service and what Medicare and/or any private health insurer pays. This is also known as ‘out-of-pocket costs’ or ‘out-of-pocket expenses’. These terminologies are used interchangeably in Australia, but they all mean the same thing.

If you’re able to do so, it’s important to fully understand and consent to any additional costs not covered by your insurer before beginning treatment. You can simply ask your treating doctor or medical service provider for informed financial consent prior to attending or receiving care.

AIA Health members are encouraged to seek medical treatment and services within the AIA Health network to limit any gap payments.