Making a Complaint take all matters of complaints and feedback seriously. All complaint feedback is important to us, as it helps to improve the services that we provide to our customers.

All complaints will be treated as strictly confidential. will endeavour to resolve a complaint in the initial discussion with a customer within our Customer Service Team. Responding to and resolving a complaint will, where possible, include a remedy appropriate to the situation.

  • Refund
  • Information
  • Referral
  • Financial Assistance
  • Apology
  • Other

If a complaint or concern is unable to be resolved straight away, the Customer Service Team will ensure a complaint is acknowledged and then investigated within 2 working days. will make every attempt to resolve the matter in this time frame.

If the Customer Service consultant can’t resolve the complaint, or help the customer further, the call will be escalated to a Manager (in the first instance, a Team Leader) and where appropriate it’ll be escalated to Senior Management.

Independent advice
In the event that you’re not satisfied with the outcome of your complaint, free independent advice is available from the Private Health Insurance Ombudsman. You can call the Ombudsman for free on 1300 362 072 or GPO Box 442, Canberra, ACT 2601.

To make a complaint you can do this through our contact form.