As a part of Medipass' responsibility to meet the regulatory commitments of the health funders that we support, we must perform an identify (ID) check on the beneficial owners of the business that are creating claims with the health funders that require it. This process can also be known as a 'Know Your Customer' (KYC) check.

This article aims to clarify some of your questions regarding our identification process.

How can I complete my ID check?
There are two ways you can currently complete an ID check:

  1. Medipass self-serve- this option is available to simple business structures (read more about what this means below) and is the preferred way to complete an ID check as it can be done at a time that suits you. You will just need to log into your Medipass portal by clicking into "Business settings" and then "Verify business" like so:

    2. On the phone with Medipass' Customer Success team.

What is a simple business structure?
You can use Medipass self-serve if you have a simple business structure. In terms of this application, this means you are a sole trader or have 2 or fewer directors in your private company.

If your business has an associated trust structure or does not meet the above requirements, you will be invited to complete this process over the phone with one of our Customer Success team. 

What information do I need to have available to complete the ID check?
To verify each person, you will need to have access to at least two of the following documents:

  • Drivers licence
  • Medicare card
  • Passport

How long will the ID check take?
It usually takes around five minutes to verify the identity of each individual.


What happens if I fail three times using Medipass self-serve?

After three failed attempts of using Medipass self-serve, the Customer Success team will then receive a message informing them of this and they will contact you to complete your ID check over the phone.


If I complete this over the phone, how will I know it’s really Medipass calling me?

Medipass's Customer Success team will be performing these checks. It will either be Kassy, Jess, Sophie or Lawrence that you will be speaking to. If you would like an on-the-spot confirmation of the Medipass team, let us know while you're on the call. You can also contact us directly by using the chat bubble in the bottom right corner of this screen to confirm.


What is Medipass' Privacy policy?
We will handle your personal information in accordance with our Privacy Policy which you can view at any time here. You should review this and ensure you are comfortable with it.


Is my information safe?

Yes, the details that you disclose are not stored on any database. Therefore, we won’t be able to recall the information. We directly input your information into Equifax to perform a on-the-spot assessment. See below to learn more about Equifax


Who are Equifax?

Equifax is the credit reporting body that Medipass will use to validate your identity.


What is a Credit Reporting body (CRB)?

An agency that collects, stores, uses and discloses personal and credit related information about individuals. The CRB collects this information from credit providers and publicly available sources. For Medipass' purposes, we are using the information stored by the CRB to verify someone's identity.

If you have a question that you don't see listed below, feel free to reach out to us via chat using the pink chat button on the bottom right of this page or email us at support@medipass.com.au.

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