Frequently Asked Questions

Before you can create an account and log in you need your policy number.

You can register for the portal using your policy number and your last name. When you register, we will email you a unique 6 digit code for single use (you will not need this for future logins).

A pre-existing condition is an ailment, illness or condition, the signs or symptoms of which, in the opinion of our appointed medical practitioner, existed at any time in the period of six months prior to you becoming insured under the policy.

Pre-existing conditions and waiting periods

The OSHC and OVHC policies include waiting periods for the treatment of some pre-existing conditions. This means if you receive treatment for a pre-existing condition within the relevant waiting period, you cannot claim for the costs and you will need to pay the entire amount. A waiting period is calculated from either the date you arrived in Australia or the date your visa was granted, whichever date is later. Waiting periods may differ between policies, please refer to the policy wording for further details.

For example, if you have been diagnosed with asthma during the six months before arriving in Australia, this will be considered a pre-existing condition. You will need to wait the applicable waiting period before cover will be provided and you can claim for treatment received after the end of the waiting period, unless our medical practitioner certifies that you required emergency treatment in Australia.

Who decides if your condition is pre-existing?

When you make a claim, we will appoint or approve a medical practitioner to assess whether there were signs or symptoms of the condition prior to your cover commencing.

The medical practitioner will take into account any information relating to your ailment, illness or condition. The information will usually come from the medical practitioner who treated you. The condition may not have been given a diagnosis, but if the symptoms or signs were there, then it can be considered a pre-existing condition.

Your OVHC policy will continue until you choose to cancel it.

If you have set up automatic payments from your bank account or credit card, these payments will continue until you cancel your policy or you ask us to stop the payments.

If your visa is subject to condition 8501 and you cancel your OVHC policy for any reason or you fail to renew your OVHC policy, Allianz Care Australia is required to inform the Department of Home Affairs.

If health insurance is not mandatory (e.g. visa 600):

If you want to cancel your OVHC policy, email ovhc@allianzcare.com.au
and tell us the date you would like us to cancel your policy from.

If health insurance is mandatory (e.g. visas 482, 485):

To cancel your OVHC policy, you will need to:

1. Download and complete theOVHC Refund Form
   
2. Email the form to ovhc@allianzcare.com.au
3. Alternatively, you can post it to:
   

Allianz Care Australia OVHC
Locked Bag 3004,
Toowong QLD 4066

Make sure you include your reason for cancelling your policy and any relevant documentation.

Applying for a refund

You can apply to get your money back if:

• you have paid your premium and did not come to Australia
• you have paid your premium on the basis of an extended stay, but the extension was not approved by the Department of Home Affairs
• you have been granted permanent residence in Australia
• you can provide proof of other OVHC provided by another insurer which includes the period covered by the insurer.

Please keep in mind that:

• Refunds are calculated on a monthly pro-rata basis, with a minimum refund of one month.
• Any amount that we retain on these grounds is treated as a fee for processing your refund.
• You will need to pay any bank or transfer costs associated with the refund of premium to an overseas financial institution and deducted from the premium.

If you are visiting Australia on a student visa, you are required to maintain adequate health insurance during your stay. Before you cancel your cover, make sure you have the right health cover for the remaining time that you are here.

If your OSHC policy is cancelled for any reason or you obtain a refund, Allianz Care Australia is required to inform the Department of Home Affairs

You can apply for a refund if:

• you paid your premium and did not come to Australia
• you paid your premium on the basis of an extended stay but the extension of authorised stay was not granted by the Department of Home Affairs
• you are obliged to cease studies and leave Australia before the end of a period of approved stay for reasons beyond your control
• you have been granted permanent residence in Australia, or an Australian visa (other than a Student visa)
• you were not resident in Australia for a continuous period of 3 months or more but whilst holding a valid Student Visa
• you can provide proof of OSHC provided by another insurer which includes the period covered by the insurer
• you have paid for an incorrect OSHC policy that was not required
• you have paid the incorrect amount for a policy
• your dependant no longer requires coverage under your policy
• you and your dependants are leaving Australia following completion of your studies before your Student Visa is due to expire.

Please keep in mind that:

• Refunds are calculated on a monthly pro-rata basis, with a minimum refund of 30 days.
• Any amount that we retain on these grounds is treated as a fee for processing your refund.
• There is no minimum cover period payable if cover is cancelled prior to arrival in Australia.

To apply for a refund:

1. Download the OSHC Refund Form
2. Complete the form and attach any documentation required
3. Send to either:

Allianz Care Australia OSHC, Locked Bag 3001, Toowong QLD 4066

You are responsible for making sure your Overseas Student Health Cover (OSHC) is always valid.

If your policy expires while you are studying in Australia on a student visa, you won’t be able to claim your medical costs for any treatment while you are uninsured. To extend your OSHC for visa purposes, you will need to pay for the duration you were uninsured and any claims incurred during this period will not be eligible.

To extend your policy simply purchase a policy for the required period. You can do that online here .

Are you extending your study?

If you are considering extending your existing student visa or applying for a new one, you will need to purchase an OSHC policy for the extended period before you apply for your visa.

Once you have purchased an OSHC policy for the extended period, we will provide you with a certificate to submit with your visa application.

Prescription medicines are medicines that require a prescription completed by a doctor or other authorised health practitioner in order to be dispensed by a registered pharmacist.

What your policy covers

If you need to buy prescription medicine, we will reimburse you the amount paid for prescription medicines that exceed the Pharmaceutical Benefits Scheme (PBS) patient contribution* up to a maximum benefit of $50 per medicine.

Annual limits apply:

• $500 maximum amount per single cover
• $1,000 maximum amount for dual or multi family cover.

Refer to the relevant policy wording for more information about what you are covered for.

*The PBS patient contribution can be found on the Department of Health and Aged Care website .

How to make a claim

1. Your doctor gives you a prescription for your medicine.
2. You purchase your medicine from a pharmacy and get a receipt. Make sure you ask for an itemised receipt so you have all the information needed to make your claim.
3. Make your claim and submit any relevant receipts to us. For more information see How to Make an OSHC Claim .

What you cannot claim

• Medicines that can be purchased over the counter without a prescription from a doctor
• Prescription medicines not included in the Pharmaceutical Benefits Scheme (PBS) list. Visit the Department of Health and Aged Care website to see a full list of PBS medicines
• Prescription medicines that cost less than the co-payment fee stated under the PBS. Visit the Department of Health and Aged Care website for more information.

Disclaimer: To see the full list of PBS medicines and the current co-payment fee, visit the Department of Health and Aged Care website .

The excess is the amount you must pay upfront before a benefit is paid by us for overnight or same day hospital admissions under your policy. The excess is payable once per adult per financial year (1 July – 30 June). No excess applies to any children on your policy under the age of 18.

If your plan has a hospital excess payable, you will need to pay the excess amount towards your hospital treatment costs before we will pay any benefit.