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Verbal re-claim of a non-income tested Commonwealth Seniors Health Card (CSHC-NOI) 065-06010020

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This document outlines what to do when a customer's CSHC-NOI is cancelled due to leaving Australia for a temporary period greater than their maximum portability period of 19 weeks from departure (CAN-O19), or if their grandfathered pension payment cancels and, their previous CSHC-NOI was cancelled (CAN-CPP).

Re-claim SHC/CAN for NOI customers only

Step

Action

1

Customer contacts regarding CSHC/NOI cancellation + Read more ...

Has the card cancelled:

For any other reason, see Restoration of Commonwealth Seniors Health Card (CSHC).

2

Departure and return dates + Read more ...

Have the customer’s departure and return to Australia dates been recorded and their CSHC/NOI cancelled with a reason O19?

3

Change in customer’s circumstances or payment destination + Read more ...

Has there been a change in the customer’s circumstances or payment destination?

Note: income details are not required for processing CSHC/NOI verbal re-claims.

4

Verbal re-claim process + Read more ...

Service Officers who are not fully skilled in processing CSHC claims or are not currently scheduled for processing, must use Fast Note - select Auto text, use Concession Cards > Claims > CSHC re-claim. Procedure ends here.

Service Officers fully skilled in processing CSHC claims and currently scheduled for processing, are to complete the verbal re-claim if allocated a CSHC re-claim Fast Note or the customer is present (via phone or face to face).

To action the verbal re-claim:

  • Select SOA Shell from the Process Direct Landing page
  • Complete the following fields:
    • Benefit Type: Commonwealth Seniors Health Card
    • Customer's CRN
    • Date of Receipt: use the date of contact
  • Select Create Claim
  • From TS screen check relationship details are correct
  • Select Process, See Processing Commonwealth Seniors Health Card (CSHC) claims
  • Complete Fast Note
  • If customer has requested a physical card it will need to be manually issued
  • If customer is present advise the customer that the card may be viewable in their Digital Wallet, accessible via either Express Plus Centrelink mobile app or, myGov app, while they wait for the physical card in the mail

Note: income details are not required for processing CSHC/NOI verbal re-claims.