Online claiming support
Frequently asked questions
May 2018 - a new online claiming system for the Isolated Patients Travel and Accommodation Assistance Scheme (IPTAAS) is now available. The following information is provided to answer some of your questions about using the new system and the claiming experience. We welcome your feedback at any time.
How do I submit an online claim for a new patient?
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 claiming 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 my IPTAAS Patient Reference (IPR) number to make a claim online?
If you have made an IPTAAS claim previously, you will have an IPR number. This can be found on any previous correspondence from the IPTAAS team. Your IPR number will be required to make sure your claim is matched with your existing account details, and to allow you to complete an online claim.
It also means many fields in the claim process (such as your contact details) will be automatically filled for you, making the claiming process easier.
If you cannot locate your IPR number, please contact us via phone or email for assistance.
What if I have never made an IPTAAS claim before?
If you have not made a claim with IPTAAS previously, you won’t have an IPR number. Going forward, IPT numbers will be provided for new IPTAAS customers instead of IPR numbers.
IPT numbers are provided as you complete your first claim. This is your reference number for your IPTAAS account moving forward.
Existing users of IPTAAS will retain and use their IPR.
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. Additional information and support guides can be found on the IPTAAS page.
Can I claim for others? Do I need permission to do this?
Yes, you are still able to lodge claims 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 assess your claim, we need to see:
- Your referral
- Part 3 of your claim form (signed) and/or your travel diary (signed)
- Tax invoices for any travel and accommodation (fuel receipts are not required).
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 claim number 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 lodge a 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 claiming system, please email us (firstname.lastname@example.org) or phone us on 1800 478 227 (select option 5). User guides are also available from the IPTAAS page.