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Insurance Information

Preparing for Your Appointment: What You Need to Know About Insurance and More…


Before Your Appointment:

  • Make sure to bring any referral letters, scans, or reports you have.
  • Bring your own clothing.
  • Be prepared to expose areas of your body if necessary; for instance, if you have a shoulder issue, we’ll need to examine it.


Payment Information:

  • Payment for treatment is due at the end of each session. However, Southgate Physio offers direct billing options for several insurance providers including Allianz Partners, Aviva, AXA PPP, AXA PPP International, BUPA, BUPA International, Healix, Vitality and WPA.
  • Patients with other health insurance policies should reclaim their fees directly from their insurer. If you plan to claim treatment costs through your health insurance, you’ll need to contact your insurance company directly, and they will provide you with a claim form.


Insurance Information:

  • Each insurance policy varies, so we recommend verifying and obtaining authorisation in advance whether your treatment is covered. It’s crucial to check whether you require a referral from a doctor or consultant before undergoing physiotherapy treatment.
  • We also have online booking system where you can pay for your session directly while you book your appointment with Southgate Physio.


Direct Billing and Insurance Information at Southgate Physio:

  • We offer direct billing services for your convenience. We handle billing directly with several insurance providers on your behalf, including Aviva, AXA PPP, AXA PPP International, BUPA, BUPA International, Healix and Vitality Health.
  • It’s essential to remember that while we facilitate direct billing, your insurance policy remains your responsibility. Southgate Physio cannot be held accountable for any costs incurred beyond what your insurance covers.


Before your appointment, please ensure you provide the following details:

  • Your current membership number and injury pre-authorization number from your insurance company.
  • Policy limitations, including your excess amount and the approved amount of money or number of sessions.
  • Appointments conducted before informing Southgate Physio of your intent to use your insurance or obtaining approval/full details from your insurance company will be charged to you at the full rate and are non-refundable once approved.
  • Occasionally, insurance companies may reject a payment due to policy limitations. In such cases, you’ll typically need to contact your insurance company directly due to data protection regulations.


Reasons why your insurance company may not pay an invoice include:

  • Excess payments required directly to Southgate Physio.
  • Exceeding your maximum benefit limit specified by your policy.
  • Limitations on the number of treatment sessions allowed.
  • Restrictions on having multiple appointments on the same day.
  • Failure to provide relevant authorization.
  • Benefit availability pending employer authorization.
  • Patients are responsible for covering any outstanding payments resulting from the above scenarios.
  • It’s important to note that physiotherapy treatment is the only claimable expense at Southgate Physio. You cannot claim for missed appointments, pilates classes, massage appointments, ergonomic assessments or any equipment.
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