Telehealth Service Terms and Conditions

Video Doctor and Prescription Service

The Allianz Care Australia OSHC and OVHC (excluding Budget Working cover and Budget Visitors cover) Video Doctor and Prescription Service (Product) provided with your AC OSHC or OVHC insurance policy is provided by AWP Australia Pty Ltd ABN 52 097 177 trading as Allianz Care Australia (AC) of Level 16, 310 Ann Street Brisbane QLD 4000 through AC’s telehealth services provider Doctors on Demand Pty Ltd ABN 54 163 312 570 trading as Doctors on Demand (Doctors on Demand).


About the Product

Doctors on Demand operates an online telehealth services system to facilitate the provision of services by Australian registered general practitioners (‘Services’) including 24 hours a day, 7 days a week, Australia-wide access to:

  • Phone or video-based consultations with an Australian registered doctor (up to 15 minutes) for diagnosis and recommendations as to care and treatment, referrals for investigative tests and/or to specialist medical practitioners, and the provision of prescriptions and/or medical certificates, as deemed appropriate by the consulting doctor; and
  • issuing repeat prescriptions and delivering certain medicines via Doctors on Demand’s repeat prescription service (‘Quickscript’)

Whenever you request Services from Doctors on Demand, you will be making that request to AC, who will provide the Services through Doctors on Demand on the terms and conditions set out below. AC will determine your entitlement to receive Services when you request the Services. The terms and conditions contain exclusions and limitations.


What Services are included in the Product?

If you have a valid AC OSHC or OVHC (excluding Budget Working cover and  Budget Visitors cover)  insurance policy, you, and any of your dependants who are covered under your policy if your policy has ‘dual family’ or ‘multi family’ cover, will be entitled to unlimited complimentary use of the Services during the policy period. 

You are not entitled to the Services if you have an AC OVHC Budget Working cover and Budget Visitors cover.


What is not included in the Product?

Not included in the Product is the cost of any medicines purchased via ‘Quickscript’ and any medicine delivery fees.


Exclusions and limitations

If you request any Services to which you are not entitled under the Product (Additional Services), you will be asked to confirm and pay for the Additional Services at Doctors on Demand’s retail rates at the time of your request. 

You acknowledge that AC provides the Services included in the Product through Doctors on Demand and that AC does not itself provide any medical treatment or advice or medical consultations of any type.

In providing the Services, AC does not provide any warranty as to the quality of any medical advice provided by a general practitioner during a consultation or that any particular medication or treatment provided by a general practitioner during a consultation is safe, appropriate or effective.

The Product is not designed to be, and should not be considered as, a replacement for private health insurance. You will not be entitled to a rebate on any private health insurance you may have in relation to Services provided by AC. Medicare does not subsidise video-based consultations with Doctors on Demand practitioners.  


How to access the Services

To access the Services:

  • Visit the website or download the latest Doctors on Demand app from the App Store or Google Play.
  • Click 'Redeem a benefit’
  • Enter your AC OSHC or OVHC insurance policy number (excluding Budget Working cover and Budget Visitors cover) 
  • Choose:
    • Book an appointment with a Doctor
    • Get a Prescription Online; or
    • Get a Medical Certificate

To access video-based consultations, you will need a minimum internet connection of 3G, 4G or Wi-Fi on a compatible device (e.g. personal computer, laptop, smartphone or tablet). Normal data download and internet usage charges apply. Check with your mobile/internet service provider for further details.


Limitation of liability

To the maximum extent permitted by law, AC will not be liable to any person for any indirect, special or consequential loss or damage arising under or in connection with the Services, whether in contract, tort, statute or otherwise.


Australian Consumer Law

Despite anything contained in these terms and conditions, the ACL gives you statutory rights including guarantees and remedies that cannot be excluded or modified by these terms and conditions. The ACL guarantees and remedies include (depending on the type of failure, fault, or defect and whether major or minor) repair or replacement, a refund, compensation for reasonably foreseeable loss or damage, or a resupply of services if the goods or services do not meet the standards required by the ACL.



Your privacy is important to AC. Any personal information collected by AC from you is used by AC and AC’s agents to arrange and provide the Services and to manage your and AC’s rights and obligations arising from or in connection with the Services, including any disputes. Your personal information may be disclosed to third parties involved in the above functions and activities such as Doctors on Demand and AC’s agents and contractors who assist AC in carrying out AC’s normal business activities (including computer service providers and data hosting entities who may be located overseas), claims handlers and insurers, AC’s lawyers, your agents and representatives and AC’s related and group companies including Allianz.


AC may disclose your personal information to third parties overseas who assist AC in providing the Services or in carrying out AC’s normal business activities. You agree that while those parties will often be subject to confidentiality or privacy obligations, they may not always follow the particular requirements of Australian privacy laws.

Please refer to AC’s privacy notice at

Governing Law

The Product and these terms and conditions are governed by the laws of Queensland, Australia and you agree to submit to the exclusive jurisdiction of the courts of Queensland.


Updates to terms and conditions

These terms and conditions are current at the time of publication. AC may update these terms and conditions at any time by notifying you in writing or by uploading the new terms and conditions on Doctors on Demand terms and conditions page as well as the Doctors on Demand website and the Doctors on Demand app.