Question 1

What can I use the Westfund app for?

Accepted Answer

The Westfund app is like having your membership in your pocket. You can:

Make quick photo claims. Photo claiming through our app is quick and easy, without the hassle of sending us physical copies of your receipt
Change your claim account details
View your claims history
View your cover details
View your Extras limits
Check and update contact details
View correspondence
Make a premium payment with Visa, Mastercard and Apple Pay.

You can download our Westfund app from the App Store or via Google Play.

Now accepting Apple Pay!

Question 2

How do I login to the Westfund app?

Accepted Answer

If you’ve logged on to either Members Online or our app before, you can login with your email address and password. Forgot your password? Go to ‘Forgot Password?’ on the login page and follow the prompts. If you can’t reset your password, please re-register.

Are you a frequent Westfund app user? If so, you can still login to our app and now Members Online with your username (membership number – dependent code) and password.

Question 3

Where can I download the Westfund app?

Accepted Answer

You can download the Westfund app for your smart phone or tablet from Apple’s App Store or Google Play Store. Keep an eye out for new features as we continue to bring more functionality to the app.

Download on the App Store

Get it on Google Play

Google Play and the Google Play logo are trademarks of Google LLC Apple, the Apple logo and the App Store are trademarks of Apple Inc.

Now accepting Apple Pay!

Question 4

How do I check my Extras limits on the Westfund app

Accepted Answer

Want to know what the limit is on your physio benefit? Or how much of your child’s optical limit they’ve used? This functionality is available on the Westfund app and Members Online to allow Westfund members to check their limits on the go. You’ll be able to check the overall limit, usage and remaining benefit for each permitted person on your membership (including your dependants).

Don’t have the Westfund app? No worries - you can download it from the App Store or on Google Play.

Not registered for Members Online? You can register here.

I don’t think my limits information looks right

We apply rigorous testing standards to our data to ensure accuracy for our members and it’s important to us that you know what you’re covered for. So, if something doesn’t look right, please get in touch with our team via enquiries@westfund.com.au or by calling 1300 937 838 and we’ll be happy to help.

App Store is a trademark of Apple Inc. Google Play is a trademark of Google LLC.

Question 5

How do I stop MFA code going into spam for Android?

Accepted Answer

If your MFA code is landing in your email’s spam folder, a simple way to resolve this issue is to mark the email as ‘not spam’ or ‘not junk’.

Additionally, if your email provider allows, you can add the email address that sent the MFA code to your contacts.

Question 6

What can I use Members Online for?

Accepted Answer

Members Online allows you to manage your membership 24/7. You can:

Check and update contact details
Make claims
View your Extras limits
View correspondence.
Access your Policy Summary
Access your Membership Summary
Make a premium payment with Visa, Mastercard and Apple Pay.

Not registered? You can register online.

Now accepting Apple Pay!

Question 7

How do I login to Members Online?

Accepted Answer

If you’ve logged on to either Members Online or our app before, you can login with your email address and password. Forgot your password? Go to ‘Forgot Password?’ on the login page and follow the prompts. If you can’t reset your password, please re-register.

Are you a frequent Westfund app user? If so, you can still login to our app and now Members Online with your username (membership number – dependent code) and password.

Question 8

How can I manage my membership online?

Accepted Answer

We want you to have the best experience possible when it comes to managing your membership, whether that’s in-person in a Care Centre, over the phone or online.

That’s why we offer a range of online services to allow you to manage your membership your way. Members Online and the Westfund app are convenient, easy-to-use tools to help you make the most of your membership.

You can:

Check and update contact details
Make claims and view your claims history
View your Extras limits
View correspondence
Make a premium payment with Visa, Mastercard and Apple Pay.

They are just some of the features currently available and we’re always looking for ways to add more value for our members. Ready to take control of your membership? You can register for either of our online services through our app or on Members Online. You can download our Westfund app from the App Store or via Google Play.

Google Play and the Google Play logo are trademarks of Google LLC Apple, the Apple logo and the App Store are trademarks of Apple Inc.

Question 9

How are the Westfund and Westfund+ apps different?

Accepted Answer

The Westfund app can help you manage your membership, such as making claims, viewing your Extras limits and changing contact details. Whereas the Westfund+ app is a tool to help you with preventative health and wellbeing. You can create personalised health plans, complete health risk assessments and connect with health services.

	Westfund app	Westfund+
Purpose	Membership management and claims	Preventative health and wellbeing
Health Tools		Personalised health plans, reminders and assessments
Claims Processing	Quick photo claiming and payment option
Digital Membership Card	Add to wallet or use in-app

Question 10

Can I make a claim or see my Extras limits on Westfund+ app?

Accepted Answer

Managing your membership such as making a claim or viewing you Extras limit cannot be done on the Westfund+ app. However, the Westfund+ app can help you with personalised health plans, reminders and assessments.

Instead, you can use the Westfund app to manage your membership. The table below shows the main differences between the apps.

The difference between the apps

Question 11

What are the advantages of a digital membership card?

Accepted Answer

A digital membership card is your fast pass to convenience and security. It's always with you, right on your Apple or Android phone, so you'll never have to worry about forgetting your physical membership card again. Contactless claiming benefits is quick and hassle-free.

Most importantly, your privacy is our priority, which is why all your details are encrypted, giving you peace of mind when you use it.

For more information on how to add the digital membership card to your phone, click here.

Question 12

How can I add my membership card to my digital wallet?

Accepted Answer

How can I add my membership card to my digital wallet?

Adding your membership card to Apple Wallet is easy! Just:

For Apple Watch: Once the card has been added to iPhone, it will automatically sync to the Apple Watch.

Question 13

My digital membership card only displays one name

Accepted Answer

Yes! Even though the digital card in your wallet only shows your name, you'll still be able to use it to make claims for any dependants listed on your policy.

To do this, simply:

Tap your phone at the HICAPS terminal
Confirm to the staff assisting you which person the claim is to be made for
Enter the corresponding number for that person (01, 02, 03 etc).

Learn more about digital membership cards.

Note: If you're viewing the digital card in your wallet, you can press the ellipsis (three dots on top right of screen) and select ‘Pass Details’. This will show all names and corresponding dependant numbers for that card.

Question 14

Apple Pay

Accepted Answer

Apple Pay is an easy and secure way to make an instant premium payment. Simply log into Members Online and the Westfund app and use Apple Pay.

Need to set up Apple Pay? Visit https://support.apple.com/en-au/HT204506

Question 15

How do I change my surname on a digital membership card?

Accepted Answer

How do I change my details on the digital membership card?

To update important details, such as your surname, on your digital membership whether for Apple or Android, simply give us a call at 1300 937 838. We're more than happy to assist you and ensure your information is updated quickly and accurately.

For learn more about your digital membership card, click here.

Question 16

Why haven't I received my registration or password recovery email?

Accepted Answer

If you’ve recently registered or requested a password reset through our online services, but haven’t received the email yet, no worries – we’re here to help.

Here are a few steps to try first:

Double-check that the details you entered are correct.

Check your junk or spam folder, as sometimes emails can end up there.

Look through your folders like deleted or sent, just in case the email was automatically moved.

If you’ve tried these steps and still can’t find the email, give us a call on 1300 937 838 or email enquiries@westfund.com.au, and we’ll be happy to update your email address and resend the email. As a last resort, you can also reach out to your email provider for further assistance.

Question 17

Why haven't I received my Multi-Factor Authentication?

Accepted Answer

If you’ve tried logging into your online services account but haven’t received your MFA code through SMS or email, no problem – we’re here to help.

Here are a few steps to try first for email:

Wait a few minutes after requesting the MFA code via email – there might be a slight delay.

Double-check that the details you entered are correct.

Check your junk or spam folder, as sometimes emails can end up there.

Here are a few steps to try first for SMS:

Wait a few minutes after requesting the MFA code via SMS - there might be a slight delay.

Double-check that your phone number is entered correctly.

Check your phone's signal and refresh it by toggling Aeroplane Mode on and off.

Ensure 'do not disturb' and SMS filters aren't blocking messages.

Restart your phone and reset mobile network settings if issue persists.

If you’ve tried these steps and still haven’t received the MFA code, you can give us a call on 1300 937 838 or email enquiries@westfund.com.au, and we'll be happy to help resolve this issue for you.

Question 18

How do I reset my password?

Accepted Answer

Forgot your password? Don’t worry, it happens. If you’ve forgotten your password, or simply want to update it, just click ‘Forgot Password?’ on the Members Online or app login page and following the instructions.

If that doesn’t work, it means you haven’t registered before or may need to re-register. There’s an easy fix for this – simply register online.

Question 19

I have an issue with Westfund Online Services.

Accepted Answer

We’re always here to help. If you’re experiencing issues, you can look for an answer online here in our FAQs section or get in touch.

Question 20

What is Multi-Factor Authentication (MFA)?

Accepted Answer

We want you to feel safe and secure when you use our online services, and Multi-Factor Authentication (commonly known as MFA), is one of the ways we ensure this. It's a security measure that adds an extra layer of protection by requiring you to enter a unique one-time code, sent to you via SMS or email, when logging in to Members Online and the Westfund app.

Question 21

What is Westfund's Privacy Policy?

Accepted Answer

You can view the Westfund Privacy Policy here.

Online help

Westfund App

Members Online

Westfund+

Digital Membership card

Online Issues

Security and Privacy