To ensure our user database remains secure and up to date, accounts will now be automatically managed based on login activity.
To strengthen security, all new users must verify their registration using a contract ID:
For Provider Web administrators: Please ensure new users are provided with the appropriate contract ID from their assigned contract(s). This will not be included in the registration email.
Go‑live date
We'll reach out to you again soon to provide notice ahead of the release and confirm the go-live date.
Support & resources
We introduced multi-factor authentication (MFA) into Provider Web in June 2025.
Browsers and operating systems must be compatible
We need you or your organisation’s IT team to ensure browsers and/or operating systems are compatible with the MFA set up. Older browsers and operating systems may not support the latest security features required for MFA. See our Provider Web browser support page.
Unique usernames and email addresses highly recommended
You can choose to verify your identity via text, an authentication app on your smart phone or via email. If you choose to verify your identity via email, your experience will be optimal if each user has a unique username and email address.
We strongly recommend that you or your organisation’s IT team set up unique usernames associated with individual email addresses as soon as possible. If you share usernames and/or email addresses the experience is not ideal – this may cause delays in your login journey.
Please see the Provider Web MFA user guide.
On 25 August 2023 we updated our ACC drop-down options to ensure our members are getting the right support and entitlements.
Definitions can be viewed here.
For more information, please contact your relationship manager at aps@southerncross.co.nz or call 0800 757 838.
If the status of an approval is other than ‘Approved’, ‘Approval Delayed’ or 'Cancelled', the Edit Approval option will no longer be available.
If you enter invalid characters in the invoice number field, a warning message will be shown to help you correct it.
Our turnaround time is 24 hours to action, or if submitted as ‘urgent/high priority’ the turnaround time is reduced to two hours. Please only use high priority if the service is the same day or the following day.
Our email turnaround time for these is 48 hours. If you have an urgent request, please call us: 0800 757 838
We aim to respond within five working days for emails with attachments for review. This accounts for the time taken to log it against the policy, contact the member, and complete the assessment of cover.
Your relationship manager assigned to your agreement is shown in the top right-hand corner of Provider Web. However, when calling us, anyone on the team can help you. You can call us at 0800 757 838 or you can email us on aps@southerncross.co.nz
You can submit an application up to 60 days in advance. Putting in an application as far in advance as possible helps us if we need to gather further information to process your request (eg referrals/specialist letters from yourself, or primary care reports from our members).
Only cancel if the member no longer needs the service. If you do need to cancel, please leave a clear note to explain the reason. Update an application if you need to make changes (eg service date, etc.). You can do this in the yellow ‘edit’ folder rather than cancelling.
It’s best to leave comments in the yellow ‘edit’ folder where we have requested the referral reason via a provider comment. Please note - if you email us the turn-around time is five working days.
The Affiliated Provider relationship management team is happy to help. Call us at 0800 757 838 or you can email us on aps@southerncross.co.nz and, if possible, please include a screenshot of the issue which will help us identify a resolution for you. We may need to work with you to find a solution.
If a member needs approval outside of your Affiliated Provider agreement, they will need to call the Claim Approvals team on 0800 800 181 or apply for an approval via their My Southern Cross account.
The Affiliated Provider relationship management team are only able to answer questions relating to services included in your Affiliated Provider agreement. If the member has a question about their policy, please ask them to call our contact centre on 0800 800 181.
Southern Cross Medical Care Society (trading as Southern Cross Health Society) is a licensed insurer and a licensed financial advice provider. For more information about the financial advice service we provide and a copy of our public disclosure statement please visit southerncross.co.nz/disclosure-statement.
Southern Cross Medical Care Society (trading as Southern Cross Health Society) has an A+ (Strong) financial strength rating given by S&P Global Ratings Australia Pty Ltd. The rating scale is: AAA (Extremely Strong), AA (Very Strong), A (Strong), BBB (Good), BB (Marginal), B (Weak), CCC (Very Weak), CC (Extremely Weak), SD or D (Selective Default or Default). Ratings from ‘AA’ to ‘CCC’ may be modified by the addition of a plus (+) or minus (-) sign to show relative standing within the major rating categories. Full details of the rating scale are available at S&P Global Ratings. S&P Global Ratings Australia Pty Ltd is an approved rating agency under the Insurance (Prudential Supervision) Act 2010.
