Member app FAQs

Member app FAQs

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The app

How do I get the app?

You can download our member app on the App Store or Google Play

Why does the app only work on newer phone operating systems?

For our app’s improved security and other features to work, it needs the technological capabilities more recent iOS and Android operating systems offer.

How can I check which operating system my device is running?

Here's how to find out:


  • What you need: iOS 11.0 or higher
  • How to check: Go to Settings > General > About and view the Software Version


  • What you need: 8.0 or higher
  • How to check: Go to Settings > About phone or About device > Android version and view the version information (you may need to go to Settings > About phone > Software information > Android version, depending on your phone).

I’m getting an error message when I open the app. What do I do?

This can happen when you’re running an older version of the app. Updating to the latest version gives you access to its newest features and helps you avoid this issue.

How can I check I have the latest version of the app?

Here's how to check:

  1. Visit the App Store or Google Play
  2. Search for the Nurses & Midwives Health app
  3. Tap on the Nurses & Midwives Health app icon
  4. If you don't have the latest version, you'll get the option to Update
  5. Tap Update to get the latest version.

How else can I make an Extras claim?

You can claim for Extras by completing a claim form and submitting it by mail, via email or in person. Find out how to submit a claim form


How do I register for the app?

To register for our member app, you’ll first need to make sure it’s downloaded. Once open, you’ll simply enter your membership number and a few other identifying details, and we’ll send you an SMS with an activation code. You’ll need to enter the code to complete the registration. Follow this quick start guide to register

Why didn’t I get an SMS code when I tried to register for the app? 

First, check the following:

  • Membership number
    Did you enter the right number? If you’re unsure, check your membership card. If it was wrong, try again with the correct number.

  • Mobile
    If your membership number was right, check that we have your current mobile number. Log into Online Member Services, then go to My membership > Contact details. If your mobile number’s wrong, update it, wait a few minutes, then try again. 

    If you’ve got the right mobile number on file, it can take up to 15 minutes (depending on your provider) for your code to arrive.

  • Email
    Your registration code should also be sent to your email (if we have your current email address in our system). So if you still haven’t got your code, check that too. 

If none of the above work for you, please call us on 1300 344 000 so we can help you get started. 

I just joined Nurses & Midwives Health – why can’t I register for the app?

This might be because your membership application is still being processed and you haven’t been given a membership number yet.

If your join date is in the future, please note you won’t be able to register for the app until after your join date.

Why can’t more than one family member register for the app?

There’s one membership number for a family, so there can only be one password linked to the membership number to log in. The SMS code to register for the app will be sent to the primary member.

Logging in

Can I use Face ID to log in?

Yes! If it’s an option on your device, the app supports Face ID. 

Can I get logins for other people on my membership?

Sorry – no. At the moment, we can only support one login per membership.

I’ve forgotten my password. What do I do? 

Use the ‘forgot password’ link to reset it. 

I’ve accidentally been blocked from the app, what can I do?

Sometimes, too many failed log in attempts can lead to you being blocked from the app. You’ll need to wait up to 15 mins and try again.

In the meantime you can always log in to Online Member Services.


Is the app secure?

Yes. We take your security very seriously and have implemented multi-factor authentication to ensure no one else can gain access to your information.

My details

Can I update my address in the app? 

Yes. To update your address, please go to My membership > Contact details.

Please note the state you live in affects your premium. So your premium may increase (or, better still, go down!) depending on where you live.

Can I update my contact number in the app? 

Yes. To update your contact number, please go to My membership > Contact details.

Please note only the primary member can make this change.

Can I update my email address in the app? 

Yes. To update your email address, please go to My membership > Contact details.

Please note only the primary member can make this change.

Can I update my payment details in the app? 

Yes. To update your direct debit details (the account from which you pay your premiums) or your direct credit details (the account from which we pay your claims), please go to Membership > details – premiums or Membership > Payment details – claims.

If you’ve opted to pay your premiums from payroll, you’ll need to contact us to make any changes to your payment details.  

Can I change my payment frequency via the app?

Yes. To change your payment frequency, head to Membership > Cover details. Then, click the edit icon next to premium, choose your Payment frequency and click Update.

If you’ve opted to pay your premiums from payroll, you’ll need to contact us to make any changes to your payment frequency. 

Can I make a one-off payment via the app?

You can make a one-off payment by credit card. Head to Make a payment and choose Enter amount date or select New paid-to date and follow the prompts.

Can I remove suspension notifications?

No. They’ll display until the suspended membership is reactivated. The app shows the status of everyone on a membership so you know who can use their cover, and who can’t.

I’ve lost my card! Can I order a replacement via the app?

Yes. Go to Membership > Order membership card(s), select the name of person who needs the card and follow the prompts.


Why do I have to log in to submit a claim?

This is all about security – making sure your information’s safe. 

I’ve been waiting a while for my Extras claim to be paid. How long will it take?

Did you get a confirmation email from us after you submitted your claim? If you did, rest assured that we have it.

In the meantime, you can check the status of your claim by clicking Claims > Claims history and selecting the person and service you want to view.

Alternatively, you can check the status of your claim at Online Member Services > Claims & benefits > Claims history.

Can I update my direct credit details for claims payments?

Yes. Go to Membership and choose Payment details – claims. Then, tap the edit icon next to the account holder’s name and update. Please note only the primary member can make this change.

I tried to submit an Extras claim for someone who used to be on my membership, but couldn’t. Don’t I have two years to submit claims?

That’s right – you have two years from the date of the service or treatment to lodge an Extras claim. 

If you’re looking to submit a claim for a person who is no longer a member, please contact us.