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User guide and terminal codes


HICAPS Terminal


  • With the Verifone HICAPS terminal you do not need a dedicated phone line. HICAPS terminals have broadband /Ethernet connectivity – so that you no longer need an analogue phone line.

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

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

    * subject to NAB's terms and conditions, merchant service fees apply to EFTPOS functionality.

  • No, a HICAPS installation specialist will contact the practice to make a suitable time to visit your practice to install the terminal. Excluding some remote locations.

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

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

  • There are no installation costs or call costs with HICAPS. The HICAPS terminal dials a Freecall 1800 number for both HICAPS and EFTPOS transactions. All you pay is a monthly rental fee for the use of the terminal. (If you choose EFTPOS functionality with NAB, standard NAB merchant service fees apply).

  • Yes, you are required to insure the HICAPS terminal under the terms and conditions of the HICAPS equipment agreement as you are responsible for the terminal.

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

    If you have chosen NAB EFTPOS and currently have EFTPOS with another financial institution, you may want to contact them and request that the terminal be uninstalled in accordance with their terms and conditions.

  • Up to 50 providers can access the one terminal.

  • Yes. Up to 24 items can be processed in one 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.


  • The HICAPS terminal provides a quotation functionality that enables your patients to receive an estimate on their health insurance benefit before receiving their service.

    At this stage the quotation function is only available to participating health funds and for specific service or treatments. For full details of participating Health Funds for the quotation function, click here

  • Stationery and promotional material is supplied by HICAPS on request at no charge.

  • HICAPS is wholly owned by NAB and an integral part of NAB Health - a group of businesses within the National Australia Bank that cater to the healthcare industry and the needs of health providers across Australia. This group includes Medfin and other business specialists with a deep knowledge of the complexities of the industry. NAB Health includes a team of bankers who are specialists in healthcare and are dedicated to delivering easy, personalised banking and finance solutions to health care providers. Request a call back from the NAB Health banking team today.

  • At HICAPS, we're always trying to improve our customers' experience, but we know things don't always go the way they should. Here you can find information about how you can raise an issue with us, how it will be resolved and what to do if you're still not satisfied.

    Feedback options

    By giving us as much information as possible, you'll be helping us to resolve things faster. If you have any supporting documentation, please have it handy when you raise your concern.

    So that we can let you know the progress with your complaint or feedback, please confirm the mobile number we can message you at.

    Help Desk

    Help Desk Hours:  Monday to Saturday 8am - 10pm (AEDT)

    Phone: 1300 650 852

    Fax: 1300 725 726

    How long will it take?

    If you raise an issue with us, we'll address it as quickly as possible. In fact, most complaints are resolved within one business day. In nearly all cases, you can expect your concern to be resolved within 5 business days. In the event it takes us longer than 5 days to resolve or investigate, we'll ensure that you're regularly updated.

    Going a step further

    If the issue has not been resolved via the options above contact our dedicated HICAPS team at Head Office. This team is dedicated to solving complex issues that may have arisen.

    HICAPS Head Office

    Office Address:  Ground Floor, 151 Rathdowne St, Carlton, VIC 3053

    Postal Address: GPO Box 84A Melbourne, VIC 3001


    Fax: 1300 725 726

    Need more options?

    If your concerns haven't been resolved to your satisfaction, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA):

    • Website:
    • Email:
    • Telephone: 1800 931 678 (free call)
    • In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne, VIC 3001

    AFCA is an external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system. AFCA provides fair and independent financial services complaint resolution that's free to consumers.

    We want to do everything we can to resolve any problem you have, so it's important that you have raised your issue with HICAPS before going to AFCA. Approaching HICAPS directly should result in a quicker resolution. In fact, AFCA will encourage you to work with us before they commence their investigation.

    Code of Banking Practice

    We're strong supporters of the Australian Bankers' Association Code of Banking Practice.

    Read the Code of Banking Practice




  • 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
  • Currently HICAPS Go is available to Allied Health Professionals: Physiotherapists, Chiropractors, Osteopaths, Myotherapists, Podiatrists and Remedial Massage Therapists. We are excited about expanding this in the near future to include dentists and optometrists!

    The App is available to all patients who are with the health funds listed on the HICAPS Go product page.

    To download for free, simply go to the App Store or Google Play

  • 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.