Frequently Asked Questions

Only current Air New Zealand employees can join Koruhealth. Our fees are changing from 1 April 2024 and is available on our Fee Structure page.

In order to retain membership, Koruhealth membership must be held for at least 12 months with the Air New Zealand Group. All ex-employees are subject to higher fees.

Retirees/Past Employee fees are changing from 1 April 2024 and is available on our Fee Structure page.

A completed claim form with original, detailed Invoice and Receipt for the treatment or services you received, or copies of them and an original Refund Statement if you have already claimed under a medical scheme such as Southern Cross

You have 12 months from the date of the treatment or service being provided

You should process a claim with that provider first and obtain a Refund Statement. You can then send in a claim form with copies of the invoice and receipt for the treatment, along with the original Refund Statement.

As long as they have been prescribed by a General Practitioner and are on the MMI drug list then yes, otherwise there may be occasions when they are covered under the Alternative Treatment benefit.

You can add dependants to your membership at any time, although a 90 day stand down period will apply for any claims. To add more members please complete a change form.

The 90 days stand down excludes newborns as long as they are added within 90 days of their birth.  You must be classed as one of the child's primary caregivers for them to be eligible to join.

If this child is currently on your membership, you will receive a letter from Koruhealth before and after your child turns 19 as they are no longer covered on your membership.  You may request a separate 19+ membership for them.  To take up this offer please submit a completed 19+ application form. 

If this is your last child on your membership, we require a completed change form to ensure you have the correct membership type and pay the correct fees.

If this child is not on your membership, please submit a completed a 19+ application form.  A 90 day stand down period will apply for any claims.

When adding or removing Family members from your membership.

Koruhealth requires a completed change form to make a membership change to ensure you hold the correct membership type and pay the correct membership fees.

Koruhealth requires a completed change form to make a membership change to ensure you hold the correct membership type and pay the correct membership fees.

To reduce the risk of continued potential wrong payments, despite your inability to claim any costs for your last child who turns 19, Koruhealth will send a reminder as follows:-

1. The month prior to your last child on your policy turning 19, requesting a completed change form.
2. The following month after the last child on your membership turns 19, you'll receive another reminder requesting a change form and advise you of our intent to make the recommended membership type change in 30 days unless you tell us otherwise.
3. If after 30 days we've received no response or completed change form, Koruhealth will change your membership type and confirm to you when this has been changed.

You may request a separate 19+ membership for this child by completing a 19+ application form. A 90 days stand down period will apply if this request is made after the child turns 19.

You can change your cover at any time, although if the change involves additional dependant(s), a 90 days stand down period for claims will apply.

A claims year is the period in which a benefit's annual limits apply. This runs from 1st April through to the 31st March. For example, a Single member may claim for up to a maximum of $600 worth of GP fees between 1st April and 31st March. After 1st April, that $600 limit is set back to zero.

You should contact one of the Koruhealth administrators as soon as possible and let them know what you wish to do with your membership. You have the option of retaining membership (and paying fees directly), suspending membership for overseas secondments or parental leave (until you return from Leave) or ceasing membership.

The Koruhealth policy contains all the information you should need, however, feel free to contact the Koruhealth administrator if you have a specific question.

The Medical / Hospital benefit limit is per illness, so multiple procedures for the same illness may be covered under the same benefit limit.

The Medical / Hospital benefit limit is per illness, so any follow-up healthcare for the same illness may be covered under the same benefit limit.

If you are having treatments through a NZ Registered Chiropractor, although they may provide treatments such as Kinesiology this will still be classed as Chiropractor treatment as this is the qualification that the Chiropractor is registered as and this is the benefit that will be used.
The same applies for a NZ Registered Physiotherapist, although they may provided treatments such as Acupuncture this will still be classed as Physio treatment as this is the qualification that the Physiotherapist is registered as and this is the benefit that will be used.
If you are unsure of treatments being had by any of these providers please contact the Koruhealth Administrators for clarification.

Only in the case of the hospital requesting this for a surgical procedure.  Covid tests are not covered for travel requirements

No.  You can join Koruhealth without any other medical insurance membership.

An NZ Registered Specialist e.g. NZ Registered Dermatologist Specialist.

If your partner has children that are not your natural or adopted children, they cannot be covered under the Koruhealth Family membership.  However, you the member have the option of taking up a separate single membership for that child.

Due to the changes at Air New Zealand (Covid-19) there are a number of staff taking Furlough/Leave of Absence and this must be identified to Koruhealth Administrators.

Koruhealth aims to provide efficient high-quality services to our members.  If you are unsatisfied with our services, it is important to let us know for us to investigate concerns promptly and fairly. 

In the first instance complaints should be dealt with internally, by contacting us via email or in writing to allow an accurate reflection of your complaint.  You are also able to contact us via phone if this is preferred. Please include the following information to assist us with understanding your complaint:

• Your name
• Your contact details.
• The nature of your complaint
• What has or has not been done?
• Why you are not satisfied.
• How you would like the matter resolved

We will acknowledge receiving your complaint, within 1-2 working days. We aim to respond with an outcome within 20 working days at the most.

We are a member of an independent dispute resolution scheme, approved by the Ministry of Consumer Affairs. If you are unsatisfied by our response, you may refer the matter to Financial Services Complaints Limited (FSCL).  Full details on how to access this service is available on their website. There is no cost to you to use this service.