Incisive Helpdesk
Use the Incisive Helpdesk to request assistance, report a problem, read recent news and look for information in the Knowledgebase to allow you to best use the Incisive application.

Register or Login to access the advanced options and also to send a request for assistance then view your submitted support tickets.

Latest Updates
Outage to ACC Digital Services on Thursday, 7 July 2022
Posted by Jane Hughes on 06 July 2022 12:40 PM

ACC have advised that there will be a scheduled maintenance outage to ACC Digital Services on Thursday, 7 July 2022, between 7:00pm to 8:30pm NZT.

The following digital services will be unavailable during this maintenance window:

  • All API submissions and queries including Claims, Invoices, and Medical Certificates
  • eBusiness Gateway
  • ACC eLodgement webform
  • Sensitive claims engagement form

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ACC fee changes – effective 1 July 2022
Posted by Sinclair Hughes on 01 July 2022 07:58 AM
Elective Surgery

Elective Surgery Services variation goes live on 1 July 2022, increasing prices by 4.03%.

Unless you hold an Elective Surgery Contract, changes to the pricing for surgical procedures will be notified to you via your contract holder(s).

Hospital clients using PHM will receive a separate Infosheet notification on how to add or update their ACC contract prices.

Clinical Services

New Clinical Services contracts go-live on 1 July 2022 with prices increased by 1.9%. New codes

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Sending emails via Google or Microsoft from Incisive applications
Posted by Sinclair Hughes on 10 June 2022 11:13 AM

Microsoft and Google are changing the connection requirements for third-party applications (like Incisive) to send emails through their SMTP (out-going) email services.  These connections now require an additional level of security, instead of just requiring your encrypted login & password, for the Microsoft & Google services to allow the email to go through.

It is possible that you will notice that emailing functions, outside of the Incisive applications, such as 'Scan to Email' from

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Online help from SPM & PHM not currently available
Posted by Sinclair Hughes on 07 June 2022 08:39 AM

The platform we use for the SPM & PHM online help, have reported a critical issue which could affect their system.  So, until they have a fix that we can apply, we have temporarily disabled access to the online help from Help > SPM Help or Help > PHM Help. 

We apologise for the inconvenience it may cause you.  Once we have the fix applied we will notify you that access has been enabled.

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Medicare Online is currently down - 3001: Communication error
Posted by Jane Hughes on 23 March 2022 04:03 PM

A number of sites are experiencing issues when trying to verify patients or submit online claims.  The following error is being reported.

3001: Communication error. Check that you have a current internet session. For further assistance contact the Medicare eBusiness Service Centre.

The Medicare site is not currently reporting a fault.

Please contact the Medicare eBusiness Service Centre for further assistance or try again later.

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Changes to (ACC) Elective Surgery Services contract and further information
Posted by Jane Hughes on 01 February 2022 02:28 PM

Many of you have been receiving emails from ACC about changes to the Elective Surgery Services contract which take effect from 1 February 2022.

As a reminder, the changes are as follows:

  • the H1 classification used in surgery requests (as set out in the ESS contract) will change from 'Deteriorating Condition' to Clinically Urgent'
  • the removal of prior approval for 37 elective surgery codes.

The removal of prior approval means you no longer need to complete or submit an Assessment Report

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