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Feedback and 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. Phone us on 13 16 42 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 them by writing to:
Customer Resolutions Team
Reply Paid 62208
Locked Bag 2010
Newcastle NSW 2300

Or you can email them.

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.

For more information about the Private Health Insurance Ombudsman visit www.ombudsman.gov.au.

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