If you have a complaint
We understand the importance of providing excellent service, and helping members get value from their health cover. We also know that member feedback can help improve the quality of service. We have a process for dealing with complaints to ensure they are heard, free of charge.
1 – Talk to Us
The first thing you should do is talk to one of our consultants about your concern. Phone us on 1300 832 028 and the consultant may be able to resolve the complaint for you.
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 that all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently.
You can choose to contact them by writing to:
Customer Resolutions Team
Reply Paid 62208
Locked Bag 2010
Newcastle NSW 2300
Your case manager will aim to contact you over the phone with a decision within 5 working days of making contact with you and within 15 working days for all other correspondence.
3 – Seek an external review of the decision
We make every possible effort to resolve your complaint to your satisfaction. In the event that you’re not satisfied with the outcome of your complaint, you may wish to contact the Private Health Insurance Ombudsman.
To make a complaint, contact the Commonwealth Ombudsman at ombudsman.gov.au
For general information about private health insurance, visit privatehealth.gov.au
Phone: 1300 362 072