Between the cyber incident and our new system going live, we have in some instances been unable to charge our members correctly. Now that our individual and group member charging is available, we are able to start the process of reconciling any premium owed or owing.
This is a significant process that we have broken down into phases due to the complexity of the data required.
Unfortunately, we are not able to copy you into these messages due to the bulk nature of the communication. If you would like the details of the communication that was sent to your clients, please contact your relationship manager.
Cohort one – Direct debit payment
Commenced May 2023 - expected end date 31 August 2023
Individual members who pay weekly, fortnightly or monthly by direct debit.
Excludes all group members, suspended policies, cancelled policies, those who made changes to their policy over the period 29 Nov 2022 to 13 March 2023.
Cohort two – Customer Initiated Payment
Commenced July 2023 - expected end date 1 December
Members who pay by customer-initiated payment i.e. automatic payment, direct bank transfer.
Payments required to be made between 1 August and 30 November.
Excludes all group members, suspended policies, cancelled policies, those who made changes to their policy over the period 29 Nov 2022 to 13 March 2023.
Cohort three – Annual payment
Commenced June 2023 - expected close date 31 August 2023
Members who pay annually. This includes members who had not paid any of their annual premium and members who had paid the same premium as last year and are now required to pay the difference between their previous and current premium.
Excludes all group members, suspended policies, cancelled policies, those who made changes to their policy over the period 29 November 2022 to 13 March 2023.
Cohort four – members who made changes to their policy or payment preferences
Commencement date to be confirmed.
This includes changes to payment method/frequency or changes to their policy such as adding or removing members/plans.
Excludes all members of Accuro who are part of a workplace health insurance scheme.
Cohort five - Group members
Commenced 1 October 2023 - expected close date 31 January 2024
Non-subsidised members of workplace Accuro Health Insurance schemes.
Communications are scheduled to be sent to members on 1 September. There will be two groups in order to align with previous cohorts.
Direct Debit
Members who pay by Direct Debit will receive communications based on the Cohort one template.
Special adjustments will be added to direct debit payments from 1 October through until 31 January 2024.
Customer Initiated Payment
Members who pay by Customer Initiated Payment will receive communications based on the Cohort two template.
Members who pay by Customer Initiated Payment will be requested to complete payment by 31 January 2024.