Provider Web updates

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Provider Web updates

Account dormancy

To ensure our user database remains secure and up to date, accounts will now be automatically managed based on login activity.

Accounts will lock after 90 days of inactivity.
Accounts will be removed after 180 days of inactivity.
Reminder emails will be sent before these actions occur, with instructions on how to regain access.
Once removed, accounts cannot be reinstated. To regain access, a new user login request must be submitted.
Action required: Please log in regularly to keep your account active.

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Contract ID requirement for new user registration

To strengthen security, all new users must verify their registration using a contract ID:

A one‑time registration link (valid for 72 hours) will be emailed to the user.
The user must validate their identity with a contract ID before completing account setup (password creation and multi‑factor authentication).

For Provider Web administrators: Please ensure new users are provided with the appropriate contract ID from their assigned contract(s). This will not be included in the registration email.

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Go‑live date
We'll reach out to you again soon to provide notice ahead of the release and confirm the go-live date.

Support & resources

See FAQs re account dormancy and contract ID requirement for new user registration.
For assistance, contact your Affiliated Provider Relationship Manager at 0800 757 838 or [email protected].

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Multi-factor authentication in Provider Web

We introduced multi-factor authentication (MFA) into Provider Web in June 2025.

Browsers and operating systems must be compatible

We need you or your organisation’s IT team to ensure browsers and/or operating systems are compatible with the MFA set up.  Older browsers and operating systems may not support the latest security features required for MFA. See our Provider Web browser support page.

Unique usernames and email addresses highly recommended 

You can choose to verify your identity via text, an authentication app on your smart phone or via email. If you choose to verify your identity via email, your experience will be optimal if each user has a unique username and email address.

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We strongly recommend that you or your organisation’s IT team set up unique usernames associated with individual email addresses as soon as possible.  If you share usernames and/or email addresses the experience is not ideal – this may cause delays in your login journey.

Please see the Provider Web MFA user guide.  

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ACC drop-down options improved

On 25 August 2023 we updated our ACC drop-down options to ensure our members are getting the right support and entitlements. 

Definitions can be viewed here.

For more information, please contact your relationship manager at [email protected] or call 0800 757 838.

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Edit approval option

If the status of an approval is other than ‘Approved’, ‘Approval Delayed’ or 'Cancelled', the Edit Approval option will no longer be available.

If you need to make changes to an approval that you’ve already requested payment for, contact your relationship manager on 0800 757 838 or email [email protected].

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A screenshot of the approval tracking tool in Southern Cross Provider Web

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Request payment

If you enter invalid characters in the invoice number field, a warning message will be shown to help you correct it.

A screenshot of the invoice tracking tool from Southern Cross Provider Web

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Frequently asked questions

Here are some common questions users have asked.

The Affiliated Provider relationship management team are only able to answer questions relating to services included in your Affiliated Provider agreement. If the member has a question about their policy, please ask them to call our contact centre on 0800 800 181.

Your relationship manager assigned to your agreement is shown in the top right-hand corner of Provider Web. However, when calling us, anyone on the team can help you. You can call us at 0800 757 838 or you can email us on [email protected]

It’s best to leave comments in the yellow ‘edit’ folder where we have requested the referral reason via a provider comment. Please note - if you email us the turn-around time is five working days.

You can submit an application up to 60 days in advance. Putting in an application as far in advance as possible helps us if we need to gather further information to process your request (eg referrals/specialist letters from yourself, or primary care reports from our members).

Our turnaround time is 24 hours to action, or if submitted as ‘urgent/high priority’ the turnaround time is reduced to two hours. Please only use high priority if the service is the same day or the following day.

Our email turnaround time for these is 48 hours. If you have an urgent request, please call us: 0800 757 838

We aim to respond within five working days for emails with attachments for review. This accounts for the time taken to log it against the policy, contact the member, and complete the assessment of cover.

The Affiliated Provider relationship management team is happy to help. Call us at 0800 757 838 or you can email us on [email protected] and, if possible, please include a screenshot of the issue which will help us identify a resolution for you. We may need to work with you to find a solution.

If a member needs approval outside of your Affiliated Provider agreement, they will need to call the Claim Approvals team on 0800 800 181 or apply for an approval via their My Southern Cross account.

Only cancel if the member no longer needs the service. If you do need to cancel, please leave a clear note to explain the reason. Update an application if you need to make changes (eg service date, etc.). You can do this in the yellow ‘edit’ folder rather than cancelling.

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