Top Tips on Reimbursements

Have you paid for a NDIS support out-of-pocket? Then you might be able to claim a reimbursement. Claiming a reimbursement might seem like a lot of work but with these top tips, you’ll be able to easily make a claim and have that claim actioned in no time.


Young woman sitting at a table with her laptop surrounded by pens and paper
Young woman sitting at a table with her laptop surrounded by pens and paper

What is a reimbursement?


A reimbursement occurs when a participant has opted to pay for a service out-of-pocket rather than having an invoice actioned. If this service is considered reasonable and necessary within your NDIS plan, you can request a reimbursement for the out-of-pocket expense.


Some examples of instances you may need to request a reimbursement include:

  • Buying off-the-shelf items such as continence items that need to be purchased by yourself at the checkout

  • If you work with smaller service providers like cleaners, gardeners, or maintenance workers, they may request payment up front rather than through a formal NDIS invoicing process

Tip #1: Information is key


Information and the NDIS are basically bff’s. The more information you can provide to the NDIS, the easier things tend to be. When submitting a claim, the NDIS require specific information from you to be able to process your reimbursement claim.


Information needed includes:

  • Receipts for the service

  • When the service was delivered

  • What item was purchased

  • Your providers Australian Business Number (ABN)

  • The amount paid or an outstanding balance

Tip #2: Understand what you can claim (and what you can’t)


If you have the funding available and the NDIS considers the support or service you would like to be reimbursed for to be reasonable and necessary, you can make a reimbursement claim.


However, there are some cases where a reimbursement cannot be made (other than if you don’t have funding available or the NDIS don’t consider it to be reasonable and necessary). They are:

  • If there is no evidence of a payment being made, or what supports, and items were purchased

  • If the provider doesn’t have an ABN (this can occur in private sales and social media marketplaces)

Tip #3: Speed up reimbursement processing


We all want faster payments, especially when it comes to a reimbursement. So, to ensure your reimbursements are processed as quickly and as accurately as possible, make sure you:

  • Include the word “reimbursement” in your email subject line

  • Make it clear who is to be reimbursed

  • Include your bank details (if you have not previously sent them)

  • Attach a clear, readable receipt that shows the provider’s details and your payment

How to submit a reimbursement request


There are two main ways you can submit a reimbursement request with First2Care. You can:


1. Fill in our online reimbursement request form

2. Email our accounts team


If you prefer to fill in our online reimbursement request form, the form will ask for specific information that we may need to process your claim. The online form gives you the opportunity to update your bank detail or any other details that may need to be updated. To fill in the form, click here.


If you prefer to email, be sure to include all the details and information needed to process your request accurately and quickly. You can email accounts@first2care.com.au with your details.


If it’s the first time you are making a claim, our accounts team will need to verify your details and may request that those details are verified with our trusted partner Credit Sense.


Credit Sense (CS) is an Australian-based company used to ensure payments are protected. We use CS for Providers (and Clients or Nominees that want reimbursements) to verify your bank account name, number, and BSB. Although CS verification is not required, it is highly preferred to ensure that we can be confident that we are distributing NDIS funding into the correct bank account.


Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

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