At alert Level 2, both public and private healthcare services are starting to resume services but many elective surgeries remain delayed. If your client has a claim or pre-approval pending with us, please see below.


At Accuro, pre-approvals are valid for six months from the date of issue. As long as your client’s surgery is rescheduled within this period, they will not need to apply again. If it moves outside of the six-month period, let us know and we can re-assess.

Phone or video consultations

The same benefits for a GP or Specialist consultation still apply regardless of whether that consultation is in person, by video call or by phone. Please be aware that the policy terms and exclusions will still apply, just as they would with a face-to-face consultation.

Claims submitted before the lockdown

The Accuro team is still working, so claims submitted before the lockdown will continue to be processed over this period.

Claiming for Covid-19

Covid-19 is being managed through the public health care system and New Zealand citizens, residents or visitors are eligible for free treatment. Your clients are not however able to claim for treatment or conditions arising from Covid-19 under an Accuro health insurance policy.

Suspension Options

In these unique circumstances, we are offering business and individuals who are experiencing financial hardship the option to suspend their policy.

Their policy with us will remain but no premium will be taken during the suspension period. This also means that subsidised members within the group will not be able to claim during the suspension period.

Suspension for Group Business

Groups are able to suspend their policy for up to three months. The group will need to request suspension for any subsidised plan/s. Employees who hold non-subsidised plan/s will need to apply to Accuro directly for suspension. See the section on individual suspensions for more details.

How to apply for suspension

No form is required. If you have a group that wishes to suspend, get in touch with us directly at

How to end suspension and resume the policy

The suspension will automatically end at the date agreed by the group and Accuro. If more than three months suspension is required, please contact us to discuss.

Suspension Options for individuals

Individuals are able to suspend their policy due to financial hardship for up to six months. During the suspension period, individuals will not be able to claim but they will also not need to pay premiums.

How to suspend your policy

Simply get in touch with us by phone or email ( and let us know that your client would like to suspend their policy due to the covid-19 situation. Be sure to specify for how long they would like to suspend.

Benefits of suspension

While suspending a policy means that a member will not be able to claim during that period, it does mean that they will be able to retain their existing cover and loyalty benefits. Additionally, they will not be required to pay any premiums.

If members choose to cancel their insurance, a new application will require full underwriting. They may lose any pre-existing conditions for which they had cover and time bound exclusions will reset. They will also lose any loyalty benefits for which they were eligible. Additionally, should any new condition develop over the period that they did not hold a policy, these may also be excluded on a new policy.

More details around suspension can be found in the relevant policy document or contact your Accuro Business Development Manager directly to discuss suspension options.

Exclusive Accuro services that you can use now

Below are some exclusive to Accuro services that your clients can use right now.

Best Doctors

Under alert level 4, many elective surgeries were rescheduled. If your client is considering an operation or has questions about their treatment plan, they can use this opportunity to get a second opinion from one of the world's leading experts, for free. Best Doctors is available to all those with a Hospital and Surgical plan.
Find out more about Best Doctors here.

Ask a GP online

Our Best Doctor’s service also includes an entirely free virtual medical service. Clients can use this service from their home to ask a GP online a medical question, review a health condition or ask an expert any health related questions that they might have. Best Doctors is available on all Accuro Hospital and Surgical plans. 
Find out more about Best Doctors here.

Mental Health Navigator

There is a lot of pressure on people right now. Under our Specialist plan, your clients have access to the Mental Health Navigator. This is a free virtual service that they can access from home. You can add this plan by sending this form to Available on Accuro Specialist plans.
Find out more about the Mental Health Navigator here.

Improve your health

The free Accuro Health Hub is an online platform full of information, advice and activities designed to support and improve health and wellbeing. It’s available for free to all Accuro members and their families. During the lockdown period, we are sending out weekly mailers relevant to life in lockdown.
Register for Health Hub here.

Help us to keep things moving quickly and efficiently

Encourage your clients to do the following:

  1. Register for the member portal
    And make sure that their contact details are up to date. This will allow them to enter and review claims, update their address and review their policy online. We are still able to receive physical mail at this time but we are unable to process outgoing mail.

  2. Submit their claims via the member portal
    The portal is the fastest way to get a claim processed. Alternatively, your clients can also take a photo of receipts and email them to us at along with the claim form.

  3. Provide us with their payment details
    Direct bank payment is the fastest way to receive reimbursement for a claim, especially if we are working remotely. Make sure to enter the bank details on the claim form or in the portal.

You can help us:

  1. By using the online application process for new business
    If you need your adviser URL re-sent to you, please contact us at

  2. Using the editable form to add the Specialist plan
    You can find this here. Once it is complete, you can email it to us at