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FAQs

Using your terminal

The HICAPS network operates 24 hours a day, 7 days a week. However, the hours of operation for health funds accepting HICAPS claims can vary from fund to fund.

Up to 50 providers can access the one terminal

HICAPS allows you to process up to 24 items per transaction. However, the number of items you are able to process in one transaction will vary from health fund to health fund. Once you swipe the patient's card the maximum number of items you are able to process will display on the terminal screen.

Medicare Easyclaim is a Medicare Australia initiative that allows patients to lodge their Medicare claims and receive their rebates through the HICAPS terminal at your practice. 

HICAPS now allows patients to lodge their WorkSafe Victoria claims on the spot at the practice.

For select health funds, you can use the quotation functionality to give customers an estimate on their health insurance benefit before they receive treatment.

Participating health funds for quotation (PDF. 853KB)

How to do a quote on HICAPS (PDF. 442KB)

At HICAPS, we're always trying to improve our customers' experience, but we know things don't always go the way they should.

Visit our feedback page to find out all the ways you’re able to lodge a complaint or query, including when you can expect a reply.

Deciding if HICAPS is right for your practice

HICAPS supports 100% of Australian private health funds, as well as Medicare Easyclaims and Worksafe Victoria claims.

View participating health funds.

Our pricing is simple, we don’t charge you to process any Health Fund claims!

There are no installation costs or call costs with HICAPS. All you pay is a monthly rental fee for the use of the terminal, along with a Merchant Service Fee for credit card and EFTPOS transactions.

No, an installation specialist will arrange a suitable time to visit your practice and install the terminal.

Note: this excludes some remote locations

Yes, you are required to insure the HICAPS terminal. For more details see the under the terms and conditions of the HICAPS Equipment Agreement (PDF, 122KB).

Staff at your practice will receive full training for both the HICAPS terminal and EFTPOS functionality at the time of installation. As a guide the practice should allocate approximately 45 minutes for up to four staff.

We also have HICAPS user guides available which contain detailed step-by-step instructions. Everything from how to set up your terminal to how to process claims and transactions can be found in the guides.

No. HICAPS terminals have broadband/ethernet connectivity – so you don’t need a phone line.

From 1st of March 2020, Telstra began to close the Argent network. If you do currently use a phone line, you will need to arrange for your terminal to connect to the internet so that you can continue to successfully process claims and payments.

Yes, although EFTPOS functionality with the terminal is available at no extra rental chargecost through National Australia Bank.

Please note – this is subject to NAB’s terms and conditions, *subject to NAB's terms and conditions, merchant service fees may apply to EFTPOS functionality.transactions.

Yes, HICAPS is able to facilitate individual payments directly to individual bank accounts through the one HICAPS terminal. There is no extra charge for this feature.

Other common questions

If you have an existing NAB EFTPOS terminal it will simply be replaced with a HICAPS terminal.

If you’re switching to HICAPS from another financial institution – then you’ll need to get in touch with them and ask them to uninstall the terminal based on their terms and conditions.

HICAPS is part of NAB Health - a group of businesses that includes Medfin – who specialise in providing financial services for practitioners, pharmacists and corporate healthcare businesses.

Request a call back from the NAB Health banking team today.