Search through the FAQ
What is a health plan?

XHP offers a way for you to set aside funds you may need in future to pay for your extras health needs. Extras Health is not covered by Medicare. Dental, Optical, Physiotherapy, Chiropractic and other allied health services come under this category. Very few items of these service may be covered under Medicare. Bulk of the services has to be paid for by individuals themselves. Some people choose to purchase extras health insurance, but find that there is a lot of limitations with insurance and are often out of pocket. The health plan offered by XHP is not insurance and is a dedicated health saving account, similar to Super for your retirement. Funds in the health savings account can only be used for health and any claims for payment must be supported by a health invoice generated by a health provider in Australia who is appropriately registered to practice in Australia.


Significant differences of a health plan to Traditional health insurance is

  1. It is savings based and is not under written by an insurance company

  2. Any unused funds in the account accumulates year on year for your benefit

  3.  Interest is paid for the funds in the account

Who regulates Xtras Health Plan Ltd ?

Xtras Health Plan Ltd (ACN 618 020 885) is a public company registered in Australia and is an Australian Company. Xtras Health Plan is a managed investment scheme registered with ASIC. Managed Investment Scheme is defined in Section 9 of the Corporations Act 2001. Management investment schemes are regulated by the Australian Securities and Investments Commission (ASIC). Our AFSL number is 500574 and Xtras Health Plan Savings Scheme is registered with ASIC and the Scheme number is 627 076 411. Our AFSL allows XHP to offer General Advice only, invest in cash and non cash products or own Managed Investment Scheme and to hold the scheme assets in Cash.

Can I port from my health insurance company ?

The short answer is no, Xtras health Plan is not an insurance company. Portability is only between health insurance funds.

What is a Custodian, who is it and what do they do?

A custodian is a company that has physical possession of your assets. The money that you pay for your membership  is held the the custodian separate from that of Xtras Health Plan for your account security and convenience to pay for your health needs. The custodian charges a fee for service. Sargon Corporate Trustee is the custodian appointed by Xtras Health Plan Ltd as the responsible entity to hold your funds. A custodian bank, or simply custodian, is a specialized financial institution responsible for safeguarding a firm's or individual's financial assets and is not engaged in "traditional" commercial or consumer/retail banking .The role of a custodian is to:

  • hold in safekeeping your investment

  • arrange settlement of health invoice and other invoices that you authorise that XHP has validated and submitted to the custodian to effect payment.

  • collect information on and income of the investments such as interests generated on the funds held and report to authorities as required

  • administer the accounts

  • Conduct due diligence on instructions issued by XHP, fund reporting if necessary, maintain compliance of the funds and provide taxation support.

What is a managed investment scheme?

A "managed investment scheme" can be defined as a scheme where people contribute money or money’s worth to acquire rights to benefits produced by the scheme. Any contributions made are pooled or used in a common enterprise to produce financial benefits for the members of the scheme but the members do not have control over the day-to-day operation of the scheme. 


a managed investment scheme, each of the following elements must exist:

  1. it must be a “scheme”

  2. it must involve a contribution of money or money’s worth to acquire rights to benefits

  3. the contributions are to be pooled or used in a common enterprise to produce benefits for the scheme members and

  4. the members do not have day-to-day control over the scheme.

How can I contact XHP for advise ?

There are multiple ways to contact XHP.  the details of each contact method is as below.

Address: Suite 2, 36 Macaree Street, Berserker, Rockhampton, Queensland 4701

Telephone: 07 30886969

Email: info@xhp.com.au

Our representatives are not authorised to provide you personal advice,  any advice provided does not take into consideration your personal, financial or health status As such the advice should not be construed as legal advice financial advice or health advice

Is there a chat line?

Yes there is a chat line that is available during regular business hours, Monday to Friday.

How much does the membership cost and what are the fees ?

XHP membership cost is paid at the time of the sign up. The maximum annual membership fee is $207. If you pay upfront, you will benefit form a discounted membership rate. The website has the discount rates. Payment at the time of the signup is by credit card and after the first year you may also pay for your membership from your account balance.

The custodian charges a contribution fee of 1% of your contributions and scheme trustee charge 0.7% as management fees.

What is account balance, Available Now and Available Hold ?

Account balance is your actual balance after the deduction of fees and charges. It is made up of 2 parts, Available Now and Available Hold. Available Now is what is available for you to spend this very moment and is 80% of your account balance. Available Hold is 20% of your account balance, it is set so to stop your account from being cancelled automatically. Each time you pay an invoice your account will automatically re-balance again. 

What is Account minimum ?

After the first anniversary of your membership, the minimum account balance that you must have is called account minimum and is $100 per month. You will be notified of this at your account anniversary. The minimum account balance is always protected. If the minimum account balance is triggered you will have 21 days to rectify your account balance and ensure that the minimum is paid to keep your account active.

What do you mean by rollover balance ?

At the end of each financial year, the balance in your account is carried forward to the next year. The account balance carried forward to the next year is called rollover balance.

Can I see all my financial transactions ?

Your member dashboard has a summary of all your financial transaction, both inward and outward transaction as well as details of all health invoices

Can I book appointments online ?

You can book appointments online with preferred partners any time of the day. Appointment bookings made online will be with a preferred partner and you can choose the health provider that you wish to see. You cannot book appointments with non partners.

Why is some services not available ?

Services that have got hicaps codes associated with them are available on the platform at the moment as XHP evolves and develops we will continue to add more and more services and service codes

My doctor is not listed here ?

Your favourite doctor may not be listed on our site as they have chosen not to be a preferred partner or have not yet signed up as a preferred partner.  You can probably encourage them to become a preferred partner of Xtras health plan as a preferred partner so that you can access them via your platform to book your appointment and even pay for the services you avail through them them.

Why is there a lien on my account ?

Each time you choose to have treatment done with a preferred provider and accept the informed financial consent generated by the preferred provider, that amount associated with the Informed Financial Consent is set aside from your account in a Lien account to pay for the services so the invoices associated with that particular Informed Financial Consent is fully funded.

What if I want to discontinue treatment ?

If you have a lean set against an informed financial consent and you choose to discontinue the treatment,  you can do so from your online dashboard by discontinuing the treatment. This will cancel any further appointments and release the lien back into your account 

How much is the interest rate on the account ?

The interest rate payable on the funds held in your account is set by the bank where the custodian holds the funds. Interest rate changes are notified in the continuous disclosure documents on the website. Click here

Do I still get interest paid to me if my account has a lien ?

Lien is part of your total account balance and interest is calculated on the total account balance including the lien amount. So you are earning interest on the lien amount as well.

How do I pay a health invoice ?

On the completion of a treatment the preferred partner would generate health invoice which you would receive as an email or on your platform where it  will be shown in your dashboard. By clicking on either of the two links you will be taken to the page that asks you to confirm payment of the invoice.  You are advised to check the invoice amount to ensure that you have received the services as described in the invoice. When you are satisfied you can accept the invoice by entering your transaction pin and the one time password sent to your mobile phone when all details are verified. Your instructions to pay the invoice, is sent to Xtras health plan and the partner is sent a confirmation of payment by Xtras health plan on your behalf.  Payment of the invoice is done as soon as you confirm payment instructions and you will be notified

How do I pay a Health provider who is not registered with XHP ?

Health providers were not registered with XHP can be paid by the platform as well to do this you must have a complying invoice that clearly itemizes the services you have received name of the health provider who provided you the health service and the name of the health business along with the ABN number for verification. On your dashboard navigate to non partner,  and upload the invoice along with the bank details off and on partner for payment to the non-patent directly or you can provide your bank details and the front will be transferred to your bank that is nominated on the account. 

What is Informed Financial Consent ?

Informed financial consent is the process by which the health practitioner provides details of costs involved in the treatment you choose to have and that the health practitioner elects to provide you.  It is designed to eliminate any concerns about cost associated with the treatment so that you are in a position to make that informed decision. Informed financial consent is a binding financial agreement between you and the preferred health practitioner. 

Why do I have a gap to pay ?

The most common reason you have a gap to pay is that you have insufficient account balance to pay for the treatment you have elected to have. You will be made aware of the gap that you would have to pay for the treatment if you choose to proceed and they health practitioner would also be informed of the same. You would have to pay the gap to the health practitioner directly at the time of service. 

Can I pay the gap with available hold ?

Yes you can pay the gap that arises with the available hold.  As soon as you have paid for your treatment, available hold is released and your account is re-balanced, The amount shown in available now can be used to pay the gap.

Do I get a proof of payment for a health service ?

When you  authorise payment of a health invoice raised by a practitioner. Upon validation of your instructions. Xtras health plan will send you a payment confirmation by email. The preferred partner would also be notified of the successful confirmation. This is done online at the preferred providers location.

Can I send a gift to anyone ?

Yes you can send a gift to anyone as long as the recipient of the gift is in Australia.   The gift can only be redeemed at a preferred partner. Gift is sent as a digital token and has a validity of 365 days

What happens if the gift has not been used ?

Gifts issued have a 365 day validity. If the gift is not used at the end of the validity period, 80% of the gift amount is returned to you. If the gift is partially used the gift coupon expires in full.

Can I use the funds to pay for my hospital gap ?

Yes the funds in your account can be used to pay hospital gap. However a complying health invoice that clearly identifies the Health Business, Name of the Health Practitioner and their provider number must be uploaded via the portal using the GAP Invoice in the dashboard.. Once verified the gap amount is paid to your nominated bank account as in your member profile.

What about using the funds to pay for medications ?

Funds in your account can be used to pay for medication and other health related services where a complying health invoice must be produced. If the invoice is non complying and fails verification no funds will be transferred. A complying invoice must identify the following

  1. Name of The Health Business

    1. Verifiable Address

    2. ABN of the business

  2. Name of the Health Practitioner

  3. Provider number of the Practitioner

What is account suspension ?

If faced by financial hardship or other reasons where you are unable to continue paying the minimum of $5/day. After the first six month of your membership, you can suspend future payments upto a period of 3 years, a suspension fee of $30/quarter applies and is charge in advance and is held in lien for the nominated period. XHP will deduct suspension fee in advance of each quarter from the lien amount. At the end of you nominated suspension period you will be notified and if the account is not reactivated XHP will continue to charge the suspension fee. Should account minimum be triggered, the account will proceed to automatic cancellation.  After a period of 7 years and the account is still suspended, it will be surrendered to ASIC.

How do I reactivate my account ?

By paying a contribution your account will be automatically reactivated.

What is a withdrawal ?

Withdrawal is where you are able to withdraw upto 25% of your account balance in a financial year. Financial year is 1st of July to 30th of June. Withdrawal is only available after the first anniversary of your membership.

How do I cancel my account ?

You can cancel your account at any time via the portal. There is a 14 day cooling off period. When you cancel your account. You will get 80% of your account balance returned to your nominated bank account. For cancel Account Click on : Cancel Account

I want to update my bank details ?

Bank details can be updated online via the portal. Click on : Update Bank-Details

Why am I being charged transaction fees ?

Credit and debit cards attract a transaction fee that is levied by the provider of the service and that charge is passed on to you. XHP does not make any profit on transaction fees.

What is the tax benefits ?

Extras cover has no tax benefits even if you purchase that from an insurance provider. XHP offers an extras product and there is no tax benefits.

Is there a rebate that I can get for being a member of XHP ?

There is no government rebates available to Xtras Health Plan.

Why can't I use my funds overseas ?

XHP has no jurisdictional authority or means to verify registration details of overseas health providers. Funds can only be used with health providers in Australia who are registered with AHPRA. Transfer of funds to pay for health service is only effected when a complying health service invoice is produced from a registered health practitioner in Australia who can be verified by XHP in conducting its due diligence to ensure compliance with constitution of the scheme and various regulatory authorities in Australia.

Can I submit an invoice for a treatment done overseas ?

Treatment done overseas does not comply with the requirements of a complying invoice and hence an invoice from an overseas health business or provider is not accepted.

I have a dispute with my health provider, How do I lodge a dispute ?

You are able to dispute an invoice  via your platform and raise concerns with the  preferred partner. 

How can XHP help me with the dispute ?

Preferred Health Partners are required to meet minimum Australian standards set by the relevant board that govern the services.  XHP is unable to mediate disputes related to the outcome of health treatments. Every attempt must be made to resolve the issue with the preferred partner and or the preferred provider to rectify the issues as soon as possible. If the complaint relates to the standard of health care provided by the preferred partner and you are not satisfied with the outcome then you are able to register your complaint with AHPRA who can help resolve matters in relation to standards of healthcare.

If the dispute is of financial nature and if a satisfactory outcome is not achieved or you are not satisfied with the response.The dispute can be escalated with XHP who will seek information from both you and the preferred partner and attempt to mediate to resolve the issues as quick as possible.  If this resolution is to not satisfactory then the matter can be referred to an external mediator but fees and charges would apply that would be appropriated equally between you and the preferred partner.

What if I am not satisfied with the dispute resolution ?

If you're not satisfied with the dispute resolution outcomes,  you can still pursue the matter independently and seek legal advice on the matter.

What if I have a dispute with XHP ?

If you have a dispute with XHP in relation to your membership,  in the first instance you can register a complaint with XHP via the website clearly identifying what they complain relates to.  XHP has an internal dispute resolution process by which it will attempt to resolve the matter is at the earliest having carried out it's due on due diligence in relation to their complaint. if the matter cannot be resolved Within 5 days XHP will get back to you within a 45 day period with a resolution to your complaint.  If you're not happy with the resolution of the complaint, you can pursue the matter with Australian financial complaints authority off which extras helpline is a member. the dispute resolution process is provided to you free of charge.{Links to AFCA}

How do I add members of my family ?

You can add family members why are the online portal, You must grant them permission on your account as you need to.Family members aged 18 and above must provide 100 point ID.This is done online via the platform. When verified, the new family member is sent an email with a link for them to register on the platform. Using the link they are able to set up their own login and will inherit the permissions you have granted them.

Can I use the funds to cover my extended family ?

Yes you can use the funds in your account to cover your extended family. You can do this by adding them to your account or if prefer not to add them to your account you can send them a gift of health that they can use with a preferred provider.

Can I use XHP for immigration visa ?

Xtras Health Plan Savings Scheme is only for extras cover and is not health insurance and hence not compatible for immigration visa.

Can I use funds in XHP to cover my parents visiting Australia ?

Yes you can use the funds to cover anyone you want to. Beware Xtras Health Plan Saving Scheme is not suitable for hospital cover as hospital based care is expensive and you may not have sufficient funds in your account which can leave you with a substantial out of pocket expense.

Why am I denied a membership ?

To be a member of Xtras Health Plan Savings Scheme, you need to be a resident of Australian and or an Australian Citizen. If you do not meet those criteria you will be denied membership of the platform. 

Why is my account suspended ?

Your are kind may be suspended for multiple reasons which include your own request to suspend your account,  multiple login attempts of suspicious nature and failure to answer authentication questions. Your account security is our highest priority. For the safety of your account, we will ask that location detection is allowed in our devise.

I have lost my password can I reset it ?

Yes you can reset the password online using the reset password in the log in screen or by clicking on this link Reset Password.

How do I update my details ?

Your personal information can be updated through your portal. When logged in navigate to account and profile, you can update all your details here and do not forget to save the changes you have made.

How do I change the amount that I pay ?

The amount you pay as contribution can be updated using the my contribution update link on your dashboard.  you will need to ensure that your bank details are up to date, if you need to update your bank details you can do so here.  what's the details updated you will be provided with the contribution screen. you will be able to update the amount you pay for your contributions at the screen.  if you're paying through your bank, please upload the new transaction receipt that has the changed contribution amount. If you like to use your credit card or the debit card do remember that your financial institution may consider it as a cash advance and may charge you a higher fees in this regard.

What happens if I do not pay the minimum contribution ?

The minimum contribution to be paid for your membership is equivalent to $5 a day and is checked on a monthly basis. If you do not pay the minimum contributions and are in default assuming the account is not in suspension mode. XHP will at its discretion cancel your account under the powers granted by the constitution of the scheme. 

Is there a cooling off period ?

There is a 14 day cooling off period from the date of  joining as a member. Within the 14 day period, if you choose to cancel your membership provided you have not had any transactions on the platform such as booking appointments, issuing gift etc,  any funds you have contributed to your membership will be refunded in full. Transaction Fees or other fees such as online identity verification fees will not be refunded. 

What happens when I die ?

If the unfortunate thing happens and you pass away,  your estate can get in touch with Xtras health plan and provide  the required documentation such as death certificate, details of the executor of the estate and other documents as necessary.  When verified, 80% of your account balance is returned to your estate

Can someone else operate my account ?

If you want to authorise someone else to operate your account,  you will have to add them to your account with full authorisation to transact on your account. Full access means the same access and control that you have in your account. This decision must be made carefully. The new person you have authorised to operate you account will be recognised by XHP as having provided XHP with the necessary instruction to act on your behalf and you bear the responsibility of that decision. 

How can I track my spending for the year ?

All incoming and outgoing expenses  can be tracked on your portal using this link: Member Expenses.

Do I get a tax statement for the interest earned each year ?

At the end of each financial year you will be provided with a tax statement for the interest that has been paid into your account. The tax statement is available to you via your dashboard

Can I restrict who operates my account ?

You can restrict or Grant full access to anyone on your account through the portal by editing member permissions.

Is there any restrictions on how much I can pay in contributions in any one year ?

There is no restriction on how much you can pay in contributions in any one year that is your decision to make. 

Can I cover my children living in another city ?

You can use the funds in your account to cover your children living in any city or region of Australia.  The only condition being that the funds in your account can only be used for health-related purposes and a complying health invoice must be produced before any payment is processed on your behalf from your account.

Are my personal details safe ?

We make every effort to secure your personal details and have implemented procedures to ensure protection of your information and your privacy. To control who has access to your personal details we have implemented login systems along with other forms of authentication or information to ensure that your details are only shared with you,  but if you share your details with someone else they can gain access to your personal information.

Does XHP offer a appointment reminder service ?

Yes you can set up appointment reminder services on your dashboard on XHP you would find this under your privacy settings. You can set the frequency of the reminders for your convenience. 

Can I estimate treatment costs. ?

Yes you can estimate treatment through your dashboard. To be able to estimate cost please ensure that you have treatment codes for which you would like to estimate the cost.   enter the treatment codes you have in each line, to add more lines click on add button. When done you can see the cost of the treatment with a preferred partner. You will not be able to estimate cost with a non preferred partner

What happens if my mobile phone is stolen ?

If  your mobile phone is stolen or you have lost your mobile phone you can update the mobile number why you're online dashboard.