Wellbeing Package Information (INTERNAL ONLY)
WELLBEING PACKAGE INFORMATION
For MSD Use Only – All Benefit Enquiries Must Be Referred to Member Admin
Purpose
This article provides an MSD-level understanding of the Wellbeing Package, including what it is, what it covers, and what MSD should do when members ask about it.
MSD does not administer, assess, or explain claims.
All enquiries must be referred to Member Admin by forwarding the email to info@hsu.asn.au OR performing a warm transfer to 222.
Critical Reminder
MSD must not:
Explain cover amounts
Confirm eligibility
Interpret policy rules
Help fill in claim forms
Review medical documents
Comment on exclusions
Handle claim disputes
Communicate with insurers
Give any judgement about whether a claim will succeed
If the member asks anything about these topics, please say:
“The Wellbeing Package is managed by our Member Admin team. I’ll transfer you now so they can provide the correct advice.”
1. What Is the Wellbeing Package?
The Wellbeing Package is an accident insurance benefit for financial HSU members aged 15–90.
It provides financial assistance following accidental injury, including:
Needlestick injuries
Domestic violence emergencies
Broken bones
Bed confinement
Dental injuries
Out-of-pocket accident expenses
Workplace assault
Premature birth/miscarriage due to accident
Coma
Multiple birth benefit (after 6 months membership)
The wellbeing package is separate to workers compensation, income protection, and medical insurance.
2. Eligibility (Handled by Member Admin)
For MSD awareness only — do not tell members detailed criteria.
Eligibility requires the member to:
✔ Be financial at the time of the incident
✔ Be aged 15–90
✔ Have reported the accident as soon as possible
✔ Provide supporting medical documents (Member Admin manages this)
Special rules apply to some categories (e.g., needlestick injuries must be reported and tested within 48 hours).
3. What Does the Wellbeing Package Cover?
(For MSD awareness only – do NOT discuss with members in detail)
Examples of benefits:
A. Needlestick (HIV, Hepatitis B/C)
Up to $10,000
Must be tested and reported within 48 hours
Positive diagnosis must be within 180 days
B. Bed Care
Up to 14 days, up to $700
C. Broken Bones
Different percentages depending on location
Up to $2,500
D. Workplace Assault
Police report required
Up to $2,000
E. Domestic Violence Emergency Assistance
Up to $4,000
Includes accommodation + essential items
F. Out-of-Pocket Accident Expenses
Up to $500
G. Dental Injuries (accidental)
Up to $5,000
H. Multiple Birth Benefit
Up to $7,500
Requires 6 months of membership
These details are for MSD awareness only — Member Admin provides official guidance.
4. Key Exclusions (Handled by Member Admin)
Again, MSD must not interpret or explain exclusions.
For awareness only:
Injuries not caused by accidents
Injuries relating to childbirth or pregnancy (except accident-related emergencies)
Pre-existing medical conditions
Self-inflicted injuries
Claims submitted late without valid reason
Relatives providing care services (Homemaker Assistance)
If asked, please respond:
“Member Admin handles all enquiries about coverage and eligibility. I’ll transfer you now.”
5. What MSD Should Do
✔ A. Identify that the enquiry relates to the Wellbeing Package
If a member describes an accident or asks about payments, limits, or forms → this is a benefit, not an industrial issue.
✔ B. Refer the member to Member Admin
Use a warm transfer on extension 222.
✔ C. Provide supportive, neutral communication
Example script:
“I’m sorry to hear you’ve gone through that. The Wellbeing Package is managed by Member Admin, so I’ll transfer you to them now. They will walk you through the claim process.”
✔ D. Look for industrial issues (rare but possible)
Examples:
If the accident occurred at work and the employer is mishandling the incident
If the member is being pressured to return too early
If suitable duties are not being offered
If the employer is disputing leave or accident reporting
MSD handles the industrial component
Member Admin handles the Wellbeing Package claim
6. What MSD Must NEVER Do
Provide benefit explanations
Read out coverage tables
Tell the member they “should be eligible”
Make any comment about payouts
Ask for medical evidence
Complete or check claim forms
Review accident documentation
Suggest which category the claim will fall under
Contact Member Admin on behalf of the member
Always redirect the enquiry.
7. Logging Requirements
Log interactions as:
“Wellbeing Package enquiry – referred to Member Admin”
Notes should include:
A short summary of what the member reported
Confirmation that you transferred the call
Whether any industrial issues were identified
Whether a case was created (only if industrial matters exist)
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