Account FAQ

Below is a list of commonly asked questions relating to Patient Accounts. Should you be unable to find your answer, our Patient Accounts Team can be contacted between 8am and 5pm, Monday to Friday on the following numbers;

Patient Account Enquiries 8408 2087 or 8408 2084

Estimates for uninsured patients 8408 2016 or 8408 2035


I have private health insurance. How do I claim for my hospital account?

We understand that the health insurance fund system can be a little confusing. We recommend patients with private health cover contact their fund, prior to admission, and confirm their level of cover.

As part of your admission process you will be asked to complete a Patient Declaration Form. This form allows the hospital to send your account directly to your health fund following your discharge. You will not receive an account from the hospital unless there are particular costs not covered by your fund.


What is included in my hospital account?

Basically all the costs associated with your hospital stay, including accommodation, theatre fees and any prostheses used.

You are not charged for your daily newspaper, local telephone calls or medication provided as part of your treatment.


Does my hospital account cover all my costs?

While we try to keep the number of accounts you receive to a minimum, you will receive separate accounts for any outstanding amounts from your Doctor, Surgeon, Surgical Assistant and Anaesthetist. In some instances, you may also receive separate accounts for:

  • Pathology or radiology (x-ray) services

  • Medication you were taking prior to your admission and dispensed by pharmacy while an inpatient

  • Medication supplied to you on discharge

  • Some equipment hired or purchased, such as crutches


I have agreed to pay an excess, gap or co-payment. When do I pay it?

These costs are payable on admission.


Will I incur any other costs not covered by my health fund?

You may have certain excluded items, benefit limitations or procedures that are not covered under your health fund cover. For example, you may also have a gap to pay for a prosthetic item.

These costs are your responsibility and are payable on admission.


I have recently joined/changed my health insurance. Will this affect my cover?

It may. If you have recently joined your health fund, upgraded your level of cover or transferred from another fund, you may have a waiting period before the full benefits apply. Waiting periods may also apply if you are admitted for the treatment of a pre-existing ailment.


What is a Pre-Existing Ailment and how will it affect my claim?

A pre-existing ailment is a disease or problem that you may have suffered from before joining or changing your health fund status (even if you were unaware of this ailment at the time of joining your fund or upgrading your level of cover.) In these cases, your health fund may impose a waiting period before it will pay benefits, or may pay benefits at your previous level of cover.


I am not sure if I am up to date with my health insurance payments. Does this matter?

You will be required to bring your health insurance payments up to date in order to receive full benefits. If you do not, your account will be treated as uninsured and you will have to pay the estimated costs of your account prior to admission.


I’m not sure what my health fund does and does not cover. What should I do?

Not all private health funds offer the same benefits and there are a number of different tables.  We suggest that you contact your health fund prior to admission so that you know exactly what your level of cover is and if there any costs you that may be required to pay.

If you are having surgery, we recommend that you confirm with your doctor if you are likely to require a prosthetic item that is not fully covered by your health fund.

All gaps are payable on admission.


I don’t have private health insurance, but I intend to pay for my hospitalisation myself. How do I find out how much I will pay?

Staff from our Patient Accounts team will provide you with an estimate of these costs based on information provided by your doctor. You will be required to pay the estimated costs of your hospitalisation prior to admission.

In some instances, your account may vary from the estimated costs: for instance, if you stay longer, or the doctor performs extra procedures. If this happens, an account will be forwarded to you after your discharge. The payment of this account is required within seven days of its receipt.


I am claiming through one of the following: Workers Compensation/Public Liability/Third Party/Victims of Crime (or other civil or legal claim). What should I do?

You will need to provide evidence of acceptance of your claim (including claim number, contact person and other relevant details). Where approval has been given, your account will be forwarded to your employer or insurer for payment. However, if your claim has not been accepted (or is not yet determined) your account will be treated as uninsured and you will be responsible for payment of the estimated costs on admission.

If your claim has not been accepted, but you have private health cover, you will need to organise an interim payment from your health fund, or pay the estimated costs on admission.

Please note:

  • Once approved, you are fully covered for theatre costs and accommodation in a ward or share room. However, if you request a private room you will be required to pay a fee per night.

  • It does not automatically follow that you will receive approval for a period of hospitalisation even though you may have been covered under the same claim for previous visits. Each hospitalisation must be accepted by the employer or insurer.


I have health insurance with an overseas insurer. How does this work?

In this case, you will have to pay the estimated costs of your hospitalisation prior to admission. On discharge (or as soon as possible afterwards) you will receive a detailed account for reimbursement from your overseas health fund. However it is important that you contact the Patient Accounts Department on 8408 2016 or 8408 2035 prior to admission to confirm these details.


I am a Gold Card holder with Veteran’s Affairs. Am I covered?

You are fully covered for theatre costs and accommodation.


Where can I pay outstanding amounts on my hospital account?

Payment can be made at our reception desk, located in the foyer on the ground floor. You can settle your account with cash, cheque, direct credit, EFTPOS or credit card. For your convenience, the hospital also has the facilities to accept telephone payments by credit card.

Direct credits can be made using the information listed below:

Account Name:  St Andrew's Hospital

BSB:  065-000

Account Number:  10037916

Please ensure that your surname and patient number from your account are used as the payment reference.

Where an account is overdue, interest charges may apply and recovery action may be taken. Collection costs will be added to your account balance.


Who can I contact if I have a question about my account or potential costs associated with my hospital stay?

The Patient Accounts Team is available between 8.00am and 5.00pm, Monday to Friday. The team can be contacted on the following numbers:

Estimates for uninsured patients     8408 2016 or 8408 2035

All other patient account queries    8408 2084 or 8408 2087