Dear Members,

We hope you and your loved ones are well and safe during the ever-evolving situation regarding COVID-19.

The safety and wellbeing of our community and staff remains our top priority and as a result, we have adapted parts of our business to ensure we can continue to operate whilst keeping our community safe.

In these times of uncertainty, we want to advise you of the measures we've taken to provide our loyal Members with the quality products and genuine service you know and love.

Access to Retail Centres/Branches

All our Retail Centres currently remain open for business. We will continue to monitor communications and directives from the Government, along with the health of our Member-facing staff and advise you of any changes to this situation as they evolve.

We ask all Members that choose to visit a Retail Centre to maintain a safe distance from staff and other Members. Further, we strongly recommend that Members who are feeling unwell utilise the remote options detailed in the Contacting Us section rather than visiting their local branch.

Access to our Dental Practices

For Members living in Townsville, Mount Isa and Mackay we regrettably advise that in line with the Australian Dental Association advice all Queensland Country Dental practices will close effective Monday 30 March 2020. There will be limited appointments for emergencies with further details in the FAQ's below.  

Contacting us

Given the Government recommendations on social distancing, we encourage Members to consider taking advantage of our online services including Online Member Service via our website or our user-friendly Mobile App. Both self-service portals provide 24/7 access to your membership including lodging your claims, checking your annual benefits limits and viewing your policy details.

Alternatively, you can contact us via phone on 1800 813 415. Our opening hours are Monday, Tuesday, Thursday and Friday from 8am to 5:30pm and 9am to 5pm on Wednesday or email info@queenslandcountry.health

Assistance for Members impacted by COVID-19

We acted quickly to make an Emergency Assistance Package available. While each event is different and every Member's circumstances are considered individually, for Members directly affected by COVID-19 the package includes one month financial assistance on our health insurance products. Contact our friendly team on 1800 813 415 to discuss or email us with any questions or concerns.

Does private health insurance cover Coronavirus COVID-19?

If you are diagnosed with COVID-19 and require hospitalisation, at this stage it is likely you will be treated in the public system. However, private health insurance can cover COVID-19 if you are admitted into hospital as a private patient, provided you have the appropriate level of cover.

Treatment for COVID-19 would typically fall into the clinical category of Lung and Chest; this category is an inclusion on all our hospital policies. As with all claims, potential patients must have served any applicable waiting periods in order to make a claim and the Excess applicable to your hospital cover would apply.

Should any other medical condition develop due to a complication, those services would need to be an inclusion on your chosen level of hospital cover. Click here to find out more about the full range of benefits associate with your level of cover.

In closing, I'd like to reinforce Queensland Country Health Fund's commitment to our staff, Members and communities. Remember we are here to help and ready to support our Members in any way we can during this challenging time.

Stay safe,

Glenn Seri

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Glenn Seri

About the Author
Glenn Seri. Executive Manager Queensland Country Health Fund

Glenn has worked in a diverse range of General Management roles throughout Queensland Country Bank prior to accepting the role of General Manager Queensland Country Health Fund in April 2019. With previous experience in Credit, Property, Transactional Services, IT, Branch Operations and the SmartBudget product,

Coronavirus (COVID-19)

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Here to help

You to contact us using any of the following options:

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Am I able to access a Queensland Country Dental Practice?

Yes, with the easing on Oral Health Services restrictions to Level 1 effective from Friday 8th May 2020, our Dental practices in Mackay, Mt Isa and Townsville are able to provide a full range of services including scale and cleans.

Level 1 restrictions mean you will notice some differences in our practices:

  • We have removed all magazines, books and children’s toys from the waiting rooms
  • You will be asked a number of questions about your general health and if you are unwell we may not be able to see you
  • Social distancing measures will continue to be in place in our waiting rooms
  • You will be asked to use alcohol based hand sanitiser while you are in the practice
  • You will be given an antibacterial mouthrinse to use before any treatment is carried out.

 

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I have booked to have elective surgery in a private hospital. What will happen?

We would like to assure our members that claims are operating as normal, and this includes in-hospital procedures as covered by their policy.  We encourage members to speak directly with their doctor and chosen hospital to confirm if their surgery will still be going ahead.

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Can I still submit claims?

You can claim:

  • Via our Queensland Country Health Fund Mobile App
  • By completing a manual claim form attaching your receipt/s.  You can hand this to our friendly staff at your local Queensland Country branch or return by post.