If you’re a self-managed Member with Five Good Friends, there may be times when it’s easier for you to pay for an approved item or service yourself and then claim the cost back. This is called a reimbursement.
Reimbursements are only available for items and services that are included in your help plan and budget. If a product or service isn’t clearly listed in your plan, use the app to book a consult with your care navigator to check eligibility before you buy.
Before you start
Before opening the reimbursement form, please make sure you have the following ready. You'll be asked to provide:
A receipt or invoice showing what was purchased and the amount paid
Proof of payment, if it isn’t shown on the receipt
You’ll also be asked to briefly describe what you purchased, so we can understand how it relates to your care.
Step 1: Log in to the Five Good Friends app and open the reimbursement form
To submit a reimbursement, start in the Five Good Friends app.
Once you’re logged in, look for the plus sign (+) on the right-hand side of the screen.
Tap the plus sign, and then select your name to open the menu.
From the menu, select Self-Managed Tools.
You’ll now see a list of actions you can take. Select Request a reimbursement to open the reimbursement form.
If you previously used bookmarked links to submit reimbursements, those links are no longer in use. Reimbursements are now accessed solely through the app.
Step 2: Complete the form
Follow the prompts in the form. You’ll be asked to:
select who should receive the reimbursement (the Member or Authorised Representative, if applicable)
enter the date of purchase
briefly describe what you purchased (especially if the receipt isn’t clear)
Examples:
“Continence products from pharmacy”
“Shower chair for bathroom safety”
“Wound care supplies recommended by nurse”
“Nutrition supplements prescribed by GP”
enter the total amount paid
upload your receipt or invoice, and proof of payment if needed
Document requirements
To meet funding requirements, documents must be clear and complete.
Receipts must:
be easy to read
show the item purchased and amount paid
show a balance of $0 (fully paid)
If you’re using an invoice instead of a receipt, provide:
the invoice and proof of payment
The invoice must include:
the business name, ABN, and contact details
details of the item(s) and their cost
the Member’s full name (for delivered goods only)
Important things to know
Claims must be submitted within 30 days of the purchase date.
Your budget must have enough available funds at the time the claim is processed.
Reimbursements can’t be split across months or processed later once funds accumulate.
Purchases made before your agreement with Five Good Friends started can’t be reimbursed.
What happens after you submit
Once you submit your reimbursement request, it will be reviewed against:
your Help Plan
your available budget
the documents you’ve provided
If approved, it will be included in the next fortnightly payment run.
If it can’t be approved, you’ll be notified by email with an explanation.
Tips to avoid delays
Keep copies of all receipts until reimbursement is confirmed.
Check that your name and details are correct and clearly visible on all documents.
Submit documents as soon as possible to ensure processing within the 30‑day period.
Need help?
If you have questions or need assistance:
call 1300 787 581 (option 1), or
use the app to book a consult with your care navigator.