SureMed Frequently Asked Questions

• Konnect NET was established in New Zealand 2008 to make it easier and more secure for health providers to share health information with the insurance sector.
• As part of Clanwilliam ANZ, Konnect NET leverages HealthLink’s Australian platform to offer Australian Healthcare Provider a smarter and more secure way to deal with insurance companies.
• Earlier this year we launched our Certificate for Capacity/Fitness for Work in NSW, and we have now launched SureMed for Australian health providers.
• In NZ, SureMed is used by most major Life insurers, all GP practices, plus specialists and paramedical providers for collecting medical information securely and efficiently during the underwriting and claims processes.

The SureMed solution was designed to make it simpler, quicker, and more secure for providers to share information with insurance companies. The solution integrates into provider clinical systems and auto populates with data to make it easier for you. We also have a customer service team who proactively supports the practices to address any issues or uncertainty for each request of information. The SureMed solution also pays providers on behalf of insurance companies.

A SureMed request is a request for medical information by an insurer to support the underwriting or claims process they are engaged in with your patient.

The Insurer will have a number of reasons to obtain this information, including confirming that a claimed medical condition exists, the nature and severity of this condition, and thus whether the claim or new policy should be approved; understanding current medical status from which the Insurer can determine the rehabilitation and funding to aid recovery; and confirming whether a condition preceded the patient’s policy commencement.

Definitely. The Insurers obtain informed consent during the application process, it forms part of the SureMed request creation process and is mandatory for successful request submission to a Health Provider.

Yes. Health Providers have complete control over reviewing and submitting information to be sent to the insurer.

Yes. The SureMed Service has been designed to operate in accordance with all Australian health information privacy laws.

After completion of the SureMed request, the practice issues Konnect NET with a valid GST invoice containing the Konnect NET Reference Number patient name and DOB. This should be emailed to invoices@konnectnet.com.au, payment will be made by electronic bank transfer to the practice’s nominated account within 10 Business Days of receipt of the invoice.

The quicker you respond, the sooner your patient can have a decision about their application or claim and receive any Insurer-funded treatment they are due.

• In Best Practice, the SureMed message gets delivered to the provider’s Inbox and it will be stored against the corresponding patient. Usually in “Correspondence In”.
• In Medical Director, the SureMed message gets delivered to the Holding File and saved to the patient’s record, in the Letters tab.
• In Genie, the SureMed message gets delivered to Incoming Letters and gets saved to the patient’s record, by clicking on the blue quill.

Go to our Health Provider resources page for more, including a comprehensive User Guide.

Our PMS integrated workflow allows you to securely respond to SureMed requests directly within your Practice Management System.

It is available in:

• Best Practice,
• Medical Director and
• Genie.

Go to our Health Provider resources page for more, including a comprehensive User Guide.

We call each practice at least once a week to follow up on your SureMed request(s) and see if there are any questions or issues we can help with.

We call each practice at least once a week to follow up on your SureMed request(s) and see if there are any questions or issues we can help with.

If you have any questions when responding to a request please contact our friendly customer service team on 1800 495 726, option 1.

If the patient is no longer at your practice, simply decline the request or email suremed@konnectnet.com.au, including the Konnect NET Reference Number and the patient’s name.

Declining a request is a 2-step process that might result in a call from the Konnect NET Customer Service team.

Not a problem, simply contact our customer service team by phone, on 1800 495 726, option 1 or via email suremed@konnectnet.com.au and they can help you.

Once the request is completed, a copy of the resulting PDF will be stored against the patient profile.

You can find parked SureMed requests in the same location as parked Health Link forms, in the Health Link forms window

• In Best Practice – click on View > HealthLink Forms.
• In Medical Director – click on the HealthLink tab.
• In Genie – click on Tools > HealthLink Online.

You can also access parked SureMed requests by visiting the Konnect NET homepage accessible via the HealthLink Homepage in your practice software.

Go to our Health Provider resources page for more, including a comprehensive User Guide.