Online claim support - FAQs

Applying online is the easiest and fastest way to make a claim, approved claims will be paid straight into your bank account.

Our step-by-step video will guide you through our online platform. Claiming online will allow you to save time and manage your stored information for future claims.

The information below is provided to answer some of your questions about claiming online. We welcome your feedback at any time.

Will I be able to see all my past claims? If not, how can I access them?

Unfortunately claims submitted before 6 April 2018 will not be visible in the new online system. However, we are able to provide you with this information if required. Please contact us via phone or email to make a request.

Do I need an IPTAAS Patient ID to apply online?

If you have submitted a claim to IPTAAS previously, your patient ID will be required to make sure your account is matched with your existing details, and to allow you to complete an online claim.

Your patient ID can be found on any previous correspondence from the IPTAAS team. Your patient ID will begin with IPR If you applied before 6 April 2018, or IPT if you applied after that date.

If you cannot locate your patient ID, please contact us via phone or email for assistance.

What if this is my first IPTAAS claim?

If you have not applied with IPTAAS previously, you won’t have a patient ID. Patient IDs are provided as you complete your first claim. This is your reference for your IPTAAS account moving forward.

What are the password requirements?

IPTAAS stores sensitive personal and medical information, and passwords must meet NSW Health requirements. Passwords must be a minimum of eight (8) characters and include an upper case letter, a lower case letter, a number and a symbol.

What is two-factor authentication?

Two factor authentication provides an optional additional layer of security. If required, you can set this up in your account settings once logged in.

Once set up, each time you log into the system you will be asked for both a password and a confirmation code. A separate App on a mobile device will be required for this. For additional information please email us (iptaas@health.nsw.gov.au) or phone us on 1800 478 227 (select option 5).

Can I apply on behalf of others? Do I need permission to do this?

Yes, you are still able to apply for assistance on behalf of other people. Agreeing and signing the declaration when you submit a claim is the permission.

What if I need to edit a claim which I have already submitted online?

If you need to make any changes to a claim once it has been submitted, please contact us via phone or email so we can assist you.

What supporting documentation is required, and how do I submit it?

To support your claim, you need to provide:

Form 5: Referral details for online users
Tax invoices for any travel and accommodation costs (fuel receipts are not required)
Practitioner or health service declaration (question 21 of Form 1) is optional unless you are staying more than two nights before or after your appointment dates.

If you have scanned copies of these items, they can be attached as you proceed through the claim.

If you are using a mobile device to submit your claim, you will have the option to take a photo and attach these items as you proceed through the claim.

If neither option is available or appropriate for you, we can still accept your documentation via email, fax or post, referencing the appropriate ID which can be found online under ‘claims’.

I make one trip regularly – is there a way to copy the same travel and accommodation details?

When you start a new claim, you will be asked if the claim is similar to a previous one. By selecting ‘yes’, details can be pre-loaded and edited if required.

What if I have problems logging in or using the system?

If you experience any problems using the new online system, please email us (iptaas@health.nsw.gov.au) or phone us on 1800 478 227 (select option 5).