Complaints

We apologise for our current call wait times being much longer than usual – we know it’s not good enough, and how frustrating it can be for our members. The delay is due to several factors (some of which are outside our control as we catch up from the effects of the pandemic) including:

• Increased claims
• Disruption to surgeries
• A shortage of trained staff
• Member initiatives such as the flu vax benefit, increasing the age of dependants and COVID give-back.

Please know we’re working hard to get through all your enquiries, take your feedback on board and do better for our members from here.

If you’d like to get in touch or make a complaint, here’s how:

We strive to resolve member complaints as quickly as we can. Your feedback also helps us understand what we can do better in the future.

For information on how we manage complaints, please see our Complaint Handling and Dispute Resolution Policy. If you make a complaint, rest assured it’ll be treated confidentially, and in accordance with our Privacy Policy.

If you’re not happy with the outcome of your complaint, you have the right to take it to the Commonwealth Ombudsman – an independent body that helps to resolve complaints and provide information.

• To make a complaint, contact the Commonwealth Ombudsman at ombudsman.gov.au
• For general information about private health insurance, go to privatehealth.gov.au