My Southern Cross 4+

Could be good if we could login

Great to invest development time and money in an app but the customer has zero value if he cannot login. The password reset function does not work either as the back end system triggers 2 to 4 passcode at a time and none of them work. The customer experience is even worse as it is actually via the app that you can make your claims and get your money back so it actually affects the value of your insurance plan. If you cant claim - you cant get your money back which is the main purpose of a health insurance. So your entire customer value proposition falls apart.

VERY frustrating

The password authentication always has issues and will tell you it’s wrong even when it’s correct. Then once you activate a password reset the authentication text which it sends you is also apparently invalid which then results in your account being locked and you having to call their customer support - the wait time to get someone on the phone is usually up to an hour. The first time it happened I thought I had entered things wrong but now after experiencing this multiple times even when I’m copy pasting my credentials to avoid this it still happens.

Very frustrating as I’m now locked out for probably the 4th time, the app sometimes just forgets you were signed in and then you run into this issue. When all is working this is a great app and service however I find I’m locked out half of the time since I don’t have an hour to wait on the phone for them to manually reset my password since their app is so buggy.

Developer Response ,

Hi Nate, thank you for sharing your experience with us. We understand your frustration and we are currently working on a solution to address these app issues. Please keep an eye out for future updates.

Terrible app

App doesn’t work, says connection error everytime. I have tried restarting phone and uninstalled and download again and still has the same error message. Wifi connection is strong and everything else on my phone is working fine. Very frustrating as I am trying to review new policy documents and welcome pack before the cancellation cooling off period runs out. Honestly, puts me off continuing with the policy after seeing all the other terrible reviews on here. The website also seems to have connectivity issues when I try view my policy documents it has an error and says try again later. if it is this difficult to just log in and view the policy information, I hate to think how difficult it will be to actually try make a claim. I would expect Southern Cross to invest more in their website and app considering the cost of Health Insurance.