HAPM Blog - Getting the Most Out of Your Plan Manager

The basics: 

Before reaching out, double-check that your query is something your plan manager can help with (think invoices, budgets, or payments) rather than something for a Support Coordinator, LAC, or NDIS Planner.  The more details you can give, the better. Include what’s happened, what you need, and any reference numbers if you have them. 

At the end of the day, your plan manager is there to handle the money side of your NDIS plan. That means helping you track budgets, making sure providers get paid, and giving you a clear picture of your funding so you can make the best decisions about your supports. 

What plan managers can do: 

• Process invoices and make sure providers are paid 

• Track your budgets so you know where you stand 

• Help you understand what’s covered in your NDIS plan 

• Keep records and make sure everything lines up with NDIA rules 

What plan managers can’t do:

• Approve new supports or change your plan (that’s the NDIA’s job) 

• Do the same work as a Support Coordinator or LAC (like finding providers, setting up supports, or checking in on how things are going) 

Check you are contacting the right person:

If it’s about invoices, budgets, or funding categories — yep, your plan manager can help. If it’s about plan reviews, adding new supports, or approvals, that’s something for your Support Coordinator or the NDIA. 

Get in touch and response times:

Some people enjoy picking up the phone, others prefer email. Whatever works for you, our team will keep notes so you don’t have to repeat yourself each time. 

What to expect from Health Assure Plan Management 

• Email queries: We aim to respond the same business day. 

• Call us: Yes!  We answer the phone. If you call us on 1300 545 095 during business hours (Mon–Fri, 9:00am–5:00pm AEST), you won’t wait around on hold. 

• Invoice processing: We process invoices as soon as possible to guarantee your providers the fastest possible payment turnaround time. If there’s a hiccup, we’ll work with you to fix it fast. 

  
  

How Health Assure Plan Management supports you, The final word:

Some of the common frustrations people have with other plan managers are: 

• Not knowing who to contact, or how long replies will take 

• Feeling unsure about whether invoices are being processed or paid 

• Spending ages on hold 

• Sending an email but not getting a response back 

• Not being clear on what plan managers actually can (and can’t) do 

If you find yourself nodding to any of the above then maybe it’s time for a change.  That’s not how all Plan Managers operate and you don’t have to put up with it! 

At Health Assure Plan Management, we’re all about clear, timely communication and making plan management simple. Our friendly team is here to help you get the most out of your plan, whether that’s answering questions, keeping your providers paid on time, or helping you track your budgets with our easy-to-use tools. 

We know the NDIS can be overwhelming — our job is to make the process smoother, faster, and less stressful, so you can focus on what really matters. 

Thinking of switching to Health Assure Plan Management? We’d love to chat and see how we can support you.