General feedback or complaints
Tell us what you think, what we’re doing well, and what we could be doing better. Ideas, compliments, complaints, we don’t mind. If you’re honest with us, we’ll get the message.
How to resolve a complaint or dispute
We understand the importance of providing excellent service and helping members get value from their health cover. We also know that your feedback can improve the quality of service. We have a process for dealing with complaints to ensure they are heard, free of charge.
Step 1: Talk to us
The first thing you should do is talk to one of our consultants about your concern. Contact us via chat, opens in a new tab or call 13 16 42, opens in a new tab and the consultant may be able to resolve the complaint for you.
Step 2: Contact customer resolutions
If the consultant cannot resolve your complaint, you may request the matter be referred to our Customer Resolutions Team.
The Customer Resolutions Team will aim to acknowledge receipt of your complaint within 2 working days and assign a case manager to conduct an independent review of the matter. Their commitment is to ensure all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently.
You can contact the Customer Resolutions Team by:
Writing to:
Customer Resolutions Team
Reply Paid 62208
Locked Bag 2010
Newcastle NSW 2300Getting in touch:
Contact us via chat, opens in a new tab or call 13 16 42, opens in a new tab
Your case manager will aim to contact you with a decision within 5 working days of making contact with you over the phone and within 15 working days for all other correspondence.
Step 3: Seek an external review of the decision
We'll make every possible effort to resolve your complaint to your satisfaction. In the event that you are not satisfied with the outcome of your complaint, you may wish to contact the Private Health Insurance Ombudsman.
Phone: 1300 362 072
Website:www.ombudsman.gov.au
Interpretation and Teletypewriter Services
Interpretation Services
TIS National is a free interpreting service which aims to provide equitable access to key services, which are not government funded, for people with limited or no English language proficiency. Visit their website, opens in a new tab for more information.
Teletypewriter Services
National Relay Service (NRS), opens in a new tab is a government initiative that allows people who are deaf, hard of hearing and/or have a speech impairment to make and receive phone calls. Visit their website, opens in a new tab for more information.
Someone to act on your behalf
You may wish for someone else to deal with your complaint on your behalf. This might be a family member, friend or advocate. If so, you will need to let us know who that person is, so that we can make a record of the authorisation you have provided them and allow them to speak and make decisions on your behalf.
For general information about private health insurance, see www.privatehealth.gov.au, opens in a new tab
