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Our frequently asked questions


HICAPS Terminal


  • 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,


  • The HICAPS network operates 24 Hours, 7 days. The hours of operation for health funds accepting HICAPS claims vary from fund to fund. 

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

    Note: this excludes some remote locations.


  • Staff at your practice will receive training for the HICAPS terminal (including 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.


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


  • We make pricing simple!

    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. We don’t charge you to process any Health Fund claims!

    To find out more, please call our Sales team on 1800 805 780

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

    If you’re switching to HICAPS and currently have a terminal with 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.

  • 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 can process in one transaction will vary from health fund to health fund. Once you swipe the patient's card the maximum number of items 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.

    Click here to see the participating health funds for quotation

  • You can get stationery and promotional material through us at no extra cost.


  • 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




  • HICAPS Go is an intuitive end-to-end service for allied health care providers and patients. It can connect to your PMS or sit as a standalone web portal, allowing users to find a practitioner, book, quote, claim and pay for the service, all on their smartphone in seconds!

  • Participating health fund partners

    The following health insurers are already on board with HICAPS Go, with more coming on all the time:

    • Medibank
    • nib
    • AAMI
    • Apia
    • ahm
    • hif
    • Peoplecare
    • Defence Health
    • Suncorp
    • St Lukes Health
    • Frank
    • Phoenix
    • GMHBA
    • Qantas Assure
    • Healthcare Insurance


  • Medipass is a trusted partner who HICAPS has chosen to work with to bring HICAPS Go to life. Medipass manage the web portal that enables the claims and payment process, whilst the back end infrastructure still sits with HICAPS. As part of the sign up process you will receive emails from Medipass asking you to set up your login details and the portal will also be branded as Medipass.

  • For practices HICAPS currently manages patients’ health insurance claiming and payments through a terminal installed in your clinic. The new experience is a digital platform run either through your PMS or accessed through the Medipass portal on a desktop, laptop or tablet. 

  • The following practitioners are eligible for HICAPS Go on the spot claiming,                                                                         

    o Acupuncturists

    o Chiropractors

    o Clinical Psychologists

    o Dentists - General and Specialists including; Dental Prosthetists, Endondontist, Oral & Maxillofacial Surgeon, Paedodontist, Periodontist & Prosthodontist

    o Dietitians

    o Exercise physiologists

    o Myotherapists

    o Occupational Therapists

    o Optical Dispensers

    o Optometrists

    o Osteopaths

    o Physiotherapists

    o Podiatrists

    o Psychologists

    o Remedial Massage Therapists

    o Speech Pathologists

  • Right now! HICAPS Go has finished its pilot program and is now available to practices around Australia.

    • Users can find and book an appointment at a practice with ease, using location services, all from their smartphone
    • Users are able to get a quote at the time of booking, allowing them to see their benefit and gap payment upfront
    • HICAPS Go makes processing claims and payments simpler and easier, allowing you more time to spend with your patients
  • While we are working hard to make HICAPS Go as a standalone application, at this stage most practices will still need a terminal to work alongside HICAPS Go.  

  • Based on the requirements from many Health Funds and industry bodies, practitioners are required to have a provider number registered at each location they are working out of, unless they have a registered mobile provider number with specific funds.

  • We are working with a range of practice management systems, and we are now fully integrated with Cliniko and HealthKit.

    With Cliniko integration, all HICAPS claims and payments will be processed directly through Cliniko, and this will streamline and simplify the claims and payment process even more. Please visit Cliniko Integration

    Information on HealthKit integration is available at HealthKit Integration.

    HICAPS Connect integration (for non-cloud based PMS) is also underway and will be up and running in the next few months, allowing claims and payments to be processed through the integrated PMS software.

    If you don’t want HICAPS Go to be integrated into your PMS, don’t worry! It can all be done through a portal which just requires a Medipass login and password to access.

  • The App requires iOS 8.0 or later for Apple devices. For Android users, 4.1 or later is required.