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Re-claiming a Commonwealth Seniors Health Card (CSHC) (including verbal re-claims) after a portability cancellation 065-06010020

This document outlines what to do when a customer's CSHC is cancelled due to leaving Australia for a temporary period greater than their maximum portability period.

Circumstances when a verbal claim can be accepted

Step	Action
1	Departure and return dates + Read more ... Has the customer departed and returned to Australia and had their CSHC cancelled with a reason O19 (temporary absence overseas exceeding the 19 week portability period)? Yes, go to Step 2 No, this procedure does not apply: To determine if the card can be restored for other cancellation reasons, see Restoration of Commonwealth Seniors Health Card (CSHC) If the customer contacts within 26 weeks of cancellation, advise the customer they must re-claim for a CSHC Customers whom the CSHC has been cancelled for more than 26 weeks will need to complete a full new claim. See Claiming Commonwealth Seniors Health Card Procedure ends here
2	Customer contact when card has been cancelled + Read more ... Has the customer contacted within 13 weeks of their CSHC card being cancelled? Yes, go to Step 3 No, advise the customer they must either: Re-claim for a CSHC if their card has been cancelled for less than 26 weeks, or Complete a full new claim if their CSHC has been cancelled for more than 26 weeks. See Claiming Commonwealth Seniors Health Card Procedure ends here
3	Changes to account based income streams + Read more ... Does the customer (and partner) own account-based income streams which have not been coded on the Pension/Annuities Summary (SUPS) screen? Yes, advise the customer to complete a new claim. See Claiming Commonwealth Seniors Health Card. Procedure ends here No, go to Step 4
4	Further income details required for the verbal re-claim + Read more ... Customers re-claiming CSHC verbally via Assisted Customer Claim (ACC) must have previously lodged income details from either of the previous 2 financial years. For example, if the customer was re-claiming in the financial year 2018-19, they must have provided income details from their Tax Notice of Assessment for the: 2016-17 financial year, or 2017-18 financial year Income details provided previously can be checked on the SHC Income Details (SHID) screen. Customers who are partnered must have provided income details for both themselves and their partner for the same financial year. Has the customer and partner (if relevant) provided income details from their Tax Notice of Assessment from either of the 2 previous financial years or is the customer and partner (if relevant) not required to lodge a tax return? Note: where the customer is not required to lodge a tax return and this has not previously been recorded on the SHID screen, this must be updated within the verbal reclaim. Yes, a verbal re-claim (ACC) may be done. See Re-claim for a Commonwealth Seniors Health Card (CSHC) No, advise the customer to complete a new claim. See Claiming Commonwealth Seniors Health Card.