Adapted from KanNZ, with insurer, university and ACC information checked on 12 October 2026.
Keep your policy number and insurer’s contact details somewhere you can find them when you need care. The claim process depends on your policy and provider. A service available to one university’s students may not be available at another clinic.
Direct billing or pay and claim?
Ask the clinic whether it can bill your insurer directly for the consultation you are booking. The University of Auckland says its Health and Counselling service processes claims for students covered by Allianz’s Studentsafe policy. Students with another insurer may need to pay and send the paperwork to their insurer.
Direct billing does not mean every appointment or condition is covered. Confirm your eligibility and ask about any amount you must pay yourself. If you pay first, request an itemised receipt and retain the relevant medical documentation.
Build a claim folder
The Studentsafe online claims portal asks for a student ID or policy number, bank details for payment and supporting documents. Depending on the claim, these may include receipts and medical reports. It accepts Word documents, PDF, JPEG and PNG files.
- Save the consultation invoice and proof of payment together.
- Keep prescriptions, referral letters and medical reports relevant to the expense.
- Complete the questions for your type of claim, checking dates and amounts.
- Submit through your insurer’s official route and retain the claim reference.
- Keep copies in case the insurer asks for more information.
The Studentsafe portal is for Studentsafe policyholders. It directs other policy types to a different portal. Check your policy name rather than using the first form returned by a search.
Ask about pre-approval for planned treatment
For a planned specialist appointment or investigation, contact the insurer before committing to the cost. Studentsafe’s portal describes a pre-approval process using a claim form, the treating clinician’s notes or referral, and a written treatment quote.
Check whether the practice accepts pre-approval and can bill directly. The University of Auckland advises allowing processing time for these applications. Use the insurer’s current contact instructions: university and insurer pages may list different routing addresses.
Approval relates to the treatment and conditions agreed by the insurer. If the proposed treatment changes, ask whether new approval is needed. Urgent medical care should not be delayed while you assemble reimbursement paperwork.
Where ACC fits
ACC’s no-fault scheme covers qualifying accidental injuries in New Zealand, including for visitors. It does not cover ordinary illness and is not a replacement for medical and travel insurance.
If an expense relates to an injury, tell the treating provider and ask how the ACC claim and your insurance claim should be handled. Keep the ACC reference and any remaining bill; do not assume the whole cost will disappear.
