Resources
Reimbursement Request Form
Please provide details of the invoice or receipt for your purchase.
Reimbursement Request
If you are a customer or a representative and you have bought something that falls under your care plan or budget, you have the option to make a compensation claim. If you’re uncertain about whether the items or services you bought are eligible for reimbursement, you can enquire about it.
How much can I claim?
To request reimbursement, you need to provide invoices along with receipts for payments that align with the approved and budgeted amounts in your Care Plan. Any payment exceeding the designated budget without prior authorization will be rejected. In such cases, you will receive an email explaining the reason for the denial of your request.
Worked Example
A customer has received approval for a four-wheeled walker. However, the specified item cannot be bought on credit and must be paid for upon delivery. The customer decides to purchase the walker using their own funds and obtains a receipt for the total cost of $459.95. They then submit the receipt, stating the reason for the purchase, and complete a reimbursement form that includes their bank information, requesting to be reimbursed.
What will happen next?
Once the request is approved, it will be processed during the next available payment cycle. Conversely, if the request is rejected, you will receive an email notification explaining the reason for the denial.
Why would my request be denied?
Reimbursement requests primarily apply to consumer purchases of goods rather than care services. Care services typically require submission of a bill. Reimbursement requests may be declined for the following reasons:
- The purchased item is not included in your Care Plan or Budget, or it lacks approval from your Case Manager.
- The invoice and receipt provided are not from a legitimate Australian business, or they are illegible.
- You have failed to submit an invoice that serves as valid proof of payment, such as a clear receipt demonstrating full payment for the purchased product.
- Your current Home Care Package lacks sufficient funds to cover the purchase, or you have exceeded the allocated budget within your Care Plan for the claimed product.
- The purchased product or service falls under the exclusions of the Home Care Package program.
- The submitted reimbursement pertains to rendered services, which should always be submitted as a bill from the service provider.
- Providers must register with National Care Centre, fulfill all necessary compliance requirements, and receive a Notice of Verification before providing services eligible for payment by the Home Care Package.
