Information we need
Before we can set up your account, we need a few things from you. Most of this you'll have on hand — it takes about five minutes.
Provider Details
Full legal name and provider numbers.
Practice Details
Practice name, address, ABN, and your preferred banking details for settlement.
Health Fund Agreements
Copies of any existing fund agreements (BUPA, Medibank, HCF, etc.) you hold.
ECLIPSE Delegation (optional)
We'll need delegation access to create new provider numbers for you, if you choose. This is easy to do, and can be time-limited so you protect your security.
Specialty & Item Numbers
Your specialty classification and the MBS item numbers you regularly use.
Referral Provider Numbers
A list of the referring doctors you commonly receive patients from. We'll pre-load these so you're not re-entering them with every claim.
Registration
Once we have your information, here is what happens next.
- 1
Information submitted
You send us your provider and practice details via our secure onboarding form or directly to your account manager.
- 2
Account configuration
We configure your account — fund agreements, item number schedule, and fee schedule. If you've opted for ECLIPSE delegation, we set that up too.
- 3
Review call
A brief call with your account manager to confirm everything looks right, walk through the app, and answer any questions.
- 4
Credentials sent
You receive your login credentials and the app is ready. Your account manager stays available for the first two weeks.
- 5
You're live
Start submitting claims. From here, FreshClaim handles validation, submission, tracking, and chasing — you just focus on patients.
When the app goes live
How long setup takes depends on your starting point.
Straightforward
3–5 days
Active fund agreements, all documentation ready to go, and ECLIPSE delegation in place if required.
Typical
1–2 weeks
A few documents to chase down, or minor configuration work on item schedules and fee tables.
New to ECLIPSE
3–4 weeks
Requires a new ECLIPSE registration with Services Australia — processing times are outside our control, but we manage it for you.
How to make a claim
The claim form is built to be fast. Most claims take under two minutes once you know what you're doing.
Required information
REQUIREDPatient name, date of birth, Medicare number, and health fund details are typically captured from the patient sticker — just photograph it and FreshClaim will extract the data automatically.
Additional information
CONTEXTUALAdditional fields appear contextually based on your item selection — you only see what is relevant to the claim you are submitting.
The camera, stickers, and writing missing information
TIPThe camera is optimised to capture patient stickers, which contain most of the required information — patient name, date of birth, Medicare number, and health fund membership. If a sticker is missing a field, you can tap to enter it manually. The app will highlight anything still required before you can submit.
Using 'Submit Another' to save time
TIPAfter submitting a claim, tap Submit Another to carry forward the admission details into a new claim. If you're billing multiple items for the same admission, this saves re-entering the patient and admission details each time.
The claims list
Your claims list is the home screen of the app. Here is what you can do from it.
Search & filter
Search by patient name or status. Find any claim in seconds.
Sticker view
See all claims with a particular sticker — flagged, awaiting docs, or custom tags — in one tap.
Monthly summary
Tap the header to see total billed, total collected, and aged debt for the current month.
Claim detail
Tap any row to see the full claim — items, fund response, payment breakdown, and audit trail.
Claim status
Every claim in your list has a status indicator. Here is what each one means.
Received
The claim has been submitted and received by the fund. No action needed — FreshClaim is tracking progress.
Approved
The fund has approved the claim and payment is on its way. Settlement will arrive in your nominated account within a few business days.
Paid
Payment has been processed and settled. The claim detail shows the full breakdown — amount billed, fund benefit, Medicare rebate, patient gap, and settlement date.
Escalated
FreshClaim is attending to an issue preventing the claim from being approved. You don't need to do anything — our team is working with the fund to resolve it, and you will be notified if we need input from you.
Have questions? Contact our onboarding team — we're happy to walk you through the process.