Effective from 7 October 2025, subject to the terms and conditions below, membership with Southern Cross Medical Care Society (“Southern Cross”) includes access to the following healthcare services without the need to claim under the member’s policy (together the “Benefits”):
Consultations with CareHQ Limited Partnership (“CareHQ”)
Consultations must be booked via the My Southern Cross app and must be with a GP (Doctor) between the hours of 7am and 10pm or nurse between the hours of 9am-5pm, Friday-Sunday ("Standard Medical Consultation") to be free of charge. Professional health coaching consultations provided by Recalibrate via the CareHQ platform are not included in the Benefits. Nurses can only help with urinary tract infections (UTIs), sexually transmitted infections (STIs) or provide a sick note up to 7 days. For medical certificates over 7 days or certificate extensions, you will need to book a consultation with a GP.
Members aged 16 years or over must book using their own My Southern Cross login credentials when booking their consultation with CareHQ via the My Southern Cross app. CareHQ is unable to provide consultations for members aged 16 years or over where the appointment has been made using another member’s login. Any appointments for members aged below 16 years will need to be made by the policyholder.
CareHQ’s virtual consultation terms and conditions apply:
Terms and conditions | CareHQ NZ,
with the exception of any terms relating to cancellation fees or refunds.
There is no specific limit on the number of CareHQ consultations you can have under this Benefit. However, the CareHQ Benefit is subject to the availability of appointments and/or the professionals providing the service and CareHQ’s right under the CareHQ virtual consultation terms and conditions to withdraw, suspend or discontinue any of its services to a Member at any time.
Mental health sessions with Raise (“Raise”)
Up to three counselling or wellbeing coaching sessions with Raise (Raise services are provided by mental health practitioners from Southern Cross Wellness Partners Limited)
Members are entitled to 3 sessions in each claim's year for each Southern Cross Health Insurance policy that they’re covered by.
If a Member does not attend their appointment or the Member provides Raise with less than 24 hours’ notice of cancellation of their appointment, the missed appointment will be counted towards the Member’s total of 3 sessions per claims year per policy and the Member will be charged directly by Raise for any subsequent appointments made by them in their relevant policy’s claim year.
Annual health check with MedPro Healthcare (NZ) Limited (“MedPro”)
Members aged 16 or over will be entitled to one annual health check (“Annual Health Check”) per claims year.
MedPro services are provided by registered nurses from Southern Cross Wellness Partners Limited.
Annual Health Checks will take place at clinics at various locations across New Zealand. You can find a list of the clinics offering Annual Health Checks at Southern Cross Member Benefits - Medpro.
The exact make-up of the Annual Health Check will be determined by MedPro, based on their assessment of the Member who has presented to them for their Annual Health Check.
If a Member does not attend their appointment for an Annual Health Check or the Member provides MedPro with less than two business days’ notice of cancellation of their appointment, the missed appointment will be counted as the Member’s Annual Health Check for that claims year and the Member will be charged directly for any subsequent appointment made by them in their current policy’s claim year.
Benefits revocable: Southern Cross may, at any time and without providing any prior notice to Members, revoke the deed poll pursuant to which the Benefits are made available to Members, a copy of which is published on this web page (“Deed Poll”) or any of the Benefits. Upon revocation of the Deed Poll or any of the Benefits, Southern Cross shall cease to offer the Benefits to Members and the Members will not be able to take up the Benefits. Any revocation or changes to the Benefits will be notified on this web page.
The Benefits are available to any member of Southern Cross whose policy payments are up to date and whose policy is not on hold or suspended at the time that they make a booking or receive the relevant Benefit, regardless of the Southern Cross plan that they are on. Any member of Southern Cross whose policy payments are not up to date, or whose policy is on hold or suspended, will not be able to access the Benefits.
Please note that the policyholder of the policy you make your booking under will be notified once you have used either the MedPro or Raise Benefits. For Raise, they will see that you have had a counselling session with Raise, but not what type of consultation it was.
Benefits are subject to availability, including (but not limited to) the availability of the professionals who provide the Benefits. Southern Cross accepts no liability for either the Benefits provided by CareHQ, Raise or MedPro or the inability of Southern Cross members to access any of the Benefits during the period that the Benefits are available to members.
Benefits of Membership FAQs - effective 7 October 2025
Will use of these Benefits affect my claims experience?
No, the provision of these Benefits is in addition to the cover provided by your policy. A record of your usage of these Benefits will show up under the 'Communications' tab in My Southern Cross as a 'claim update' but this is for record purposes only and does not count as a claim against your policy and will not impact any low claims discount you may have.
How long are the Benefits available for?
The Benefits are available until further notice. Southern Cross will notify any changes to the benefits on our website.
How do I access the Benefits?
The booking process is different for each of the Benefits. The booking processes are covered in detail on our website.
What will happen to my information when I use these Benefits?
The policyholder of the policy you make your booking under will be notified once you have used either the MedPro or Raise Benefits. For Raise, they will see that you have had a counselling session with Raise, but not what type of consultation it was.
Raise and MedPro will access and confirm limited information about you in Southern Cross’ system (such as your name, gender, contact details, your Southern Cross member identifier) to validate and book your consultation. Southern Cross will receive a record that you had a Raise, CareHQ or MedPro consultation and for Raise, what type of consultation it was. We will only use this information to help process and analyse consultation uptake.
Southern Cross won’t receive any further details about your health or consultation with any of the Benefit providers. Please refer to each provider’s privacy statement to learn how they will handle your information.
When do my Raise and/or MedPro Benefit limits re-set?
On your policy's claims anniversary date (this is specified on your membership certificate). The limits for each Benefit are per claims year.
How can I check when my last appointment was?
The use of Raise and Medpro services will show up under the 'Communications' tab in My Southern Cross as a 'claim update' (and in the My Southern Cross account of the policyholder of the policy you’re covered under). This notice is for record purposes only and does not count as a claim against your policy; its purpose is simply to allow you to check your usage. You may also contact Raise and/or MedPro to check your usage and/or remaining balance. There is no specific limit on the number of CareHQ consultations you can have under this Benefit. However, the CareHQ Benefit is subject to the availability of appointments and/or the professionals providing the service and CareHQ’s virtual consultation terms and conditions, which include CareHQ’s right to withdraw, suspend or discontinue any of its services to you at any time. The terms relating to cancellation fees or refunds do not apply.
Terms and conditions | CareHQ NZ
My policy is on hold, suspended or my payments are not up-to-date. Can I use these Benefits?
No. Your policy and membership must be active and premium payments must be up-to-date to utilise these Benefits.
CareHQ
Why do I need to book a CareHQ appointment through the My Southern Cross app?
Making your booking via the My Southern Cross app is part of our process to identify you as a Southern Cross member, meaning you will not be charged for the cost of your consultation.
I see there is a CareHQ app in the App Store. Can I book my appointment through that?
No. To avoid being charged for your appointment, you must make your booking through the My Southern Cross app.
Can I book a CareHQ appointment for somebody else in my family if they're covered under my policy?
Each person aged 16 years or over on your policy must book using their own login for the My Southern Cross app, and only the policyholder can book an appointment for dependent children under the age of 16. Please contact Southern Cross Member Services at 0800 800 181 for any issues. If you haven’t got the My Southern Cross app already, register now and download the app free from the Apple App store or Google Play store.
Should I be booking a CareHQ nurse instead of a GP?
CareHQ’s nurse team can only help with urinary tract infections, sexually transmitted infections or provide a simple sick note up to 7 days. For medical certificates over 7 days, or certificate extensions, please book in with a GP.
Can I book a CareHQ appointment for somebody else in my family who is not covered under my policy?
The CareHQ benefit is only available to members of Southern Cross. It is not possible to make a booking through the My Southern Cross app for a family member who is not covered by your policy. Bookings for family members who are not members of Southern Cross will need to be made directly via the CareHQ website.
If you or your child aged 16 or over haven’t got the My Southern Cross app already, register now and download the app free from the Apple App store or Google Play store.
If the member of your family the appointment is for is not a member of Southern Cross, they will need to make a booking directly with CareHQ. Please note that if you are making an appointment for a child via CareHQ you will need to use a different email address to the one linked to your Southern Cross account when making a booking directly with CareHQ.
I'm having technical issues with CareHQ. Who should I contact?
Firstly, try to connect using your personal internet connection on your personal device rather than a work device. Make sure you’ve got a good Internet connection and stay in one place. If there’s a technical problem with the CareHQ consultation, the picture freezes or the sound stops from a poor Internet connection, the GP will call you on the mobile number you provided when you made the booking. The GP will try and help you or you may need to complete the consultation on your mobile phone. If you are unable to carry out your consultation at all, please book another appointment and email [email protected] to let them know.
I had booked a CareHQ consultation and the GP/nurse never showed up. What should I do?
Sometimes the GP or nurse may be delayed due to another appointment running over time. You will receive an email and a SMS / text message when your GP or nurse is ready to connect. If they don't show up at all, please book another appointment and email [email protected] to let them know.
Is there a limit to how many CareHQ consultations I can have each claims year?
Although there is no specific limit on the number of CareHQ consultations you can have under this Benefit, the CareHQ Benefit is subject to the availability of appointments and/or the professionals providing the service and CareHQ’s virtual consultation terms and conditions, which include CareHQ’s right to withdraw, suspend or discontinue any of its services to you at any time.
Terms and conditions | CareHQ NZ
Raise
Can I get more than three Raise sessions in my claims year if I need them?
You may continue to see a Raise wellbeing coach or counsellor, but any sessions beyond the first three each claims year will be at your own expense, except in exceptional circumstances where Southern Cross may choose (in its discretion) to waive this requirement, based on Raise’s clinical recommendation. If you’re covered under more than one policy, you can get three Raise sessions per claims year for each policy that you’re covered under.
Can I see a clinical psychologist?
The Raise Benefit is limited to Wellbeing, Counselling and Couples Counselling. Raise can provide access to a clinical psychologist if required, but these services will be at your own expense, except in exceptional circumstances where Southern Cross may choose ( in its discretion) to waive this requirement, based on Raise’s clinical recommendation.
If my partner and I are both Southern Cross members, can we each claim three couples counselling sessions in our policy’s claims year? (6 in total)
Yes, if both you and your partner are members you can each claim up to three sessions in your claims year.
Is the limit on Raise sessions per policy or per person on the policy?
The claims year limit of 3 is per person for each policy that they’re covered under.
Can I book a Raise appointment for somebody else in my family, on my policy?
No, the member who will be receiving the services must book their own appointment, except where the member is under the age of 16, in which case a parent or guardian can make the appointment for them.
MedPro Annual Health Check
What's included in the Annual Health Check?
The practitioner will tailor the Annual Health Check to your individual needs based on age and other factors such as family history.
Who is eligible for an Annual Health Check?
An Annual Health Check is available to any member of Southern Cross aged 16 years and older whose policy payments are up to date and whose policy is not on hold or suspended at the time that they make a booking or receive the Annual Health Check, regardless of the Southern Cross plan that they are on. Any member of Southern Cross whose policy payments are not up to date, or whose policy is on hold or suspended, will not be able to access the Annual Health Check Benefit.
I've just paid for my own health check, can I get a refund?
Unless listed under the benefits of your health insurance policy, you are not able to claim for the cost of any other health check. To utilise the Annual Health Check Benefit, bookings must be made with MedPro using the benefit booking page.
Can I get my Annual Health Check done at my GP clinic?
The Annual Health Check Benefit is only available through MedPro when using the provided booking page. You are still able to have a health check performed by your GP, but this will be at your own expense, subject to any cover you may have under your policy for annual health checks.
Can I get more than one Annual Health Check each claims year?
No. Members aged 16 and over whose policy payments are up to date and whose policy is not on hold or suspended at the time that they make a booking or receive the Annual Health Check will only be entitled to one Annual Health Check per claims year.
Where will the Annual Health Check be completed?
Annual Health Checks will take place at clinics at various locations across New Zealand. You can find a list of the clinics offering Annual Health Checks at Southern Cross Member Benefits - Medpro.
Can I book an Annual Health Check for somebody else in my family, on my policy?
No, the member who will be receiving the Annual Health Check must book their own appointment.
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