Surely FAQ - For Patients

Whether you're a patient, applicant, healthcare provider, or insurer, Surely makes sharing health information simple, secure, and efficient — saving time, enhancing care quality, and reducing administrative work for everyone involved.

Surely is a secure digital platform that allows trusted, certified agencies to request your health records directly from your healthcare provider — but only with your explicit consent.It helps speed up important processes like insurance applications, ACC claims, or care coordination, all while keeping your privacy and consent at the centre.

You may receive a request when an organisation like your insurance company or ACC needs access to your health records. These requests always require your explicit consent.

No — it's completely your choice.
You are always in control of your personal health information. You can review each request and decide whether or not to approve it. No information will be shared without your permission

Once you approve a request:
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1. A secure, read-only medical report will be generated and shared with the requester.
2. Your healthcare provider (such as your GP) will be notified and can review or revoke the request if needed.
3. The report is available for a limited time only (72 hours) and then permanently deleted.
4. Only the relevant medical history will be included based on the specific request (e.g., the past 5 years) — no sensitive or unrelated information is ever shared.

Absolutely. Surely is powered by Eightwire and runs on a government-trusted infrastructure that meets SOC 2 certification standards — a leading global framework for managing sensitive data securely. Your data is encrypted both during transfer and while stored. Neither Surely nor any un-authorised party can access your health information.

1. Faster Results – Quicker processing for applications and claims with real-time record sharing.
2. Full Transparency & Control – You approve every request and always know who’s accessing your information.
3. Privacy by Design – Only relevant health information is shared; sensitive or unrelated information is excluded.

No. There is no cost to you as the individual. Only the data requestor (e.g. insurance company or agency) may cover the cost associated with generating and retrieving the report.

1. Not at all. Surely is designed to support and streamline clinic workflows, not to bypass them.
2. Requests are typically managed by clinic administrators, using existing processes for health report handling.
3. By using Surely, clinics spend less time on admin tasks and more time focused on patient care.

If your GP doesn’t act on a request, the system will automatically send a follow-up reminder after 24 hours. You can also reach out to your clinic directly if there is urgency.

If you’ve changed your mind or approved something in error:
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1. If you have a formal data-sharing agreement with the requester (e.g. your insurer), you can contact them directly.
2. Alternatively, reply to the original request email, and the Surely support team will help coordinate revocation or disable access to the report if it hasn't yet been downloaded.

We're here to answer any of your questions. Send us a message through our contact page and we will get back to you as soon as possible.