Making a Complaint

We’re only human, and while we are absolutely committed to providing you with the best possible service, we know there will be times when we make a mistake or when we might see things differently.

If you have cause to make a complaint we will take it extremely seriously. Whether you choose to send your complaint in writing, by email or to talk to us about it, we will do everything we can to come up with a solution that works for everyone. We’ll have a response to your issue within three business days, and a resolution for you in most cases within 5 business days.

We're here to provide great health cover and service to every one of our members, and if that’s fallen down somewhere along the way we’d like to know about it and to have the chance to fix it.

Please call 1300 886 123 or email if there's an issue you'd like to raise with us.

If, after we’ve done everything we can to rectify the situation, you’re not satisfied with the outcome, you have the right to contact the Private Health Insurance Ombudsman. The Ombudsman is an independent body that helps resolve complaints and provides advice and information to members of private health funds. 

To make a complaint you can contact the Commonwealth Ombudsman at

For general information about private health insurance you can go to