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NEOS PR1ORITY claims process

If your client needs to make a claim, you can be confident that NEOS PR1ORITY is here to support them with personalised and compassionate attention every step of the way.

 

This includes doing our very best to make the process clear and simple. A big part of this is limiting the number of forms to the absolute minimum. Most of the information we require for your client’s claim can be obtained during the first phone call. And of course, once claim conditions are met, we ensure your client gets paid as quickly as possible. 

What you need to know

To start a claim:

Call us: 1300 881  756
Email us: claims@neoslife.com.au

 

The faster you let us know, the faster we can help. We have dedicated staff available who can:

 

  • explain the claims process
  • provide product information; and
  • discuss options for claims lodgement.

 

 

Your client will need to provide information to support their claim:

Your client will have a dedicated claims manager to help you both through the claims process. The dedicated claims manager will clearly set out what information we need in order to assess your client’s claim. Your client can then decide whether they would like to submit their claim over the phone or via the more traditional approach of completing claims forms.

 

Generally, you can expect that we’ll require:

 

  • an initial claim form – whether completed by your client or captured by us over the phone
  • a statement from their treating doctor – we’ll contact your client’s doctor on their behalf; and
  • proof of identity.

 

Depending on the type of claim, we may also require additional medical or financial evidence. We’ll make sure we clearly explain why any supporting information is required.

 

When providing details about your client’s claim to us, it’s always best that both you and they provide as much detail and clarity as you can. This will help us to work as efficiently as possible.

 

We'll assess your client's claim:

Upon receipt of the requested information, your client’s claims manager will review and assess their claim. In all circumstances, the claims manager will contact you to discuss the progress of the assessment, and any additional information requirements, before we communicate with your client.

 

 

We’ll advise you of
the outcome:

Some claims are simple, and a decision is quickly reached. However, other claims are more involved, and it may take more time for us to reach a decision.  The time it takes is often dependent on how promptly we’re able to obtain any additional information from your client, relevant doctors or other third parties.

 

Either way, you can rest assured that we’ll be working as fast as possible, ensuring you’re kept informed of our progress every step of the way.

 

Once a decision has been reached, we’ll contact you by phone to discuss our decision and agree on who will communicate the decision to your client – you or us.

 

If we need to make a claim payment, your client’s dedicated claims manager will contact them to confirm their bank account details. Obviously, this won’t occur until the decision has been communicated to them by you or us. In the event of an ongoing claim, your client’s claims manager will also set out the process for future assessments.

 

 

If your client isn't happy with
the claim outcome:

If your client is concerned about the way their claim is progressing, or disagree with our response to their claim, we ask that you or your client talk to their claims manager in the first instance. If the claims maanger cannot resolve the issue, your client can have their issue reviewed by our claims manager or our Claims Review Committee.

 

Should your client remain unhappy after our internal review, an external body, like an ombudsman or a regulator, can try to resolve the issue. If this is the case, we’ll provide both you and your client with information about the options available and how they can contact the relevant organisation.