Way off the mark!
Switched to Australian unity using comparethemarket.com.au as they were slightly cheaper than the current one i had, but can only describe the service as terrible! Received no policy documents, no cards, couldn't access my online account which always seemed to have an "IT ticket" raised against it. Was told numerous times they would send me emails and I never received them. Noone seems to want to genuinely help. Was just a worthless hassle from the start!.
Worst customer service EVER experienced when trying to cancel policy (because of poor customer service)
Phoned to discuss cover for surgery potentially planned for May 2019 - AU rep assures me I'm covered
- I chicken out of the surgery and attempt to manage the situation with medication.
April 2021 the situation can no longer be managed by meds and I phone AU to advise surgery is being booked - I'm told I'm not covered.
The woman insinuated that I had only called last month, gleefully tells me my premium has gone up (no notice received of premium changes) and says with condescension '...well you should have read this, that and the other...' etc...
No expiry date noted anyway, Receive an Update of premium 2 days prior to expiry, No Tax Invoice.
I had a look on their system.
It says paid until 25/4/2021 but the policy actually expires 20/04/2021. So potentially I could have gone without insurance for 5 days.
I did not receive a Tax invoice.
I did receive a Health Cover update (not ATO compliant) on the 18/4/2021. So only receiving the new premium amount, 2 days before it expires. So no time to shop it around. Surely notifying me of this years premium, 2 days prior to expiry date is a beach of some ruling.
I was on hold for 60 minutes then cut off, the next day I waited 45 minutes, this was very annoying and was not considering my valuable time in the least.
My exsperience on trying to opt out of membership and get refund
Was going to change to this company decided not too as it didn’t work out as well on the extras for us and stay with the company we had been with for years, so we used the cooling off period to opt out ,meanwhile they took two payments, we have now been waiting 2 weeks for them to return the money to our account ,I have phoned them twice and still waiting .not impressed with this company ,if it takes this long to cancel a policy and refund your money what chaos would we have gone through if we made a claim .
Update your call centre tech
I was trying to add another person to my policy - was on hold for 30min then the call cut off and I had to call back - it's been over an hour and I'm still on hold! Not once was I asked to leave my number for a call back nor given an indication of the wait time.
This company has no idea about service stay away
I was told my insurance would be $179 pm. I called up to double check. No one could actually tell me this was the case or any other price. I cancelled my insurance with them on the same call.
2 days later I received a welcome email. I emailed back to say I cancelled. 4 days later I gt a call from as ales person to sell me as a new lead(?) . I told him I had cancelled. and then the billed me 2 days after that at a $226 pm. I called to advise them .They had no idea what was going on. I asked for a refund and then was fed the usual nonsense about ...
Fantastic dental service
My experience with Australian Unity Dental over the past 20 years since joining has been outstanding. I have seen the same dentist Sandro Zammit throughout this time, and he is always the utmost professional. My teeth have had very little need for intervention due to his dental skills. I needed a tricky filling a number of years ago, and have never had any subsequent issues with it. Sandro is a dentist who is thorough, with a gentle touch, explains things clearly, is efficient but gives you time as needed, and has been extremely committed, and...caring with his approach. If there is additional work to be done, he is fair in his price. I've never had any issues with cancellations or scheduling. The reception are always most helpful too, and dental assistants. Very positive experience, and that's not always easy to say when visiting one's dentist!!
Terrible customer service
Do not go to this company. The customer service is absolutely terrible. I was hung up on today by [Name Removed]..... yes you read right. I was a bit terse because a problem had gone unresolved since October 2020, however I was NOT swearing which I know is a hanging up offence. This was after spending 35 minutes on the phone. Terrible terrible service, just don’t go there.
Good at rejecting claims !
My Mother was diagnosed with High Grade Type B Lymphoma Cancer. She was on a visitor visa and our claim was rejected on the ground of pre-existing condition though doctor had mentioned it isn't possible for a High Grade Lymphoma patient to survive for a period of 8 months with it. It just a scam in the name of Visitor cover which is a pre-requisite to enter Australia. I will never suggest anyone to travel here after this nightmarish experience
So like many I'v been affected by COVID having to take a cut in pay to ensure everyone in our company has a job. This being said I'v had to put on hold my policy over the past six months. Today I requested to put it on hold a further 3 months as we have been told we will only go back to full pay in the new year. When I called I was told that AU will need to cancel the policy as I can only put it on hold for six months. So stupid that in this tough environment you will burn a customer who has paid on time for years and is going through tough times over a couple of months. Pathetic
Misleading No Gap Dental Service - What A Lie!
Australian Unity advertised on their website: "Australian Unity's No Gap Dental service offers members with eligible cover preventative dental treatment at no out-of pocket cost (up to your yearly limit)."
I visited Randwick Dental, which is part of their No Gap Dental Network, for cleaning and had to pay $172 out of $288 when my annual limit is $500. This is an outright lie and deceptive business advertising.
I was with Bupa before and when Bupa says no gap dental, it literally means no gap dental and I paid $0!
This is terrible and unacceptable Australian Unity. That is not how Australians do business.
Australian DisUnity!!! Premium increase better justified being spent on improving the customer service team
I experienced what could be described only as terrible customer service from this company. I was gobsmacked for someone who works in the industry this is no way to treat a new potential now former customer.
I only joined two days ago and took out a policy for my partner. I helped her set it up.
Everything was not explained clearly. They made my partner pay them $250 for her premium to commence two days ago when we had a Medicare dated letter and needed to submit the rebate form which we had to fill out the operator said. With these documents t...
Unable to get any meaningful information on how to claim for expenses.
Trying to claim for a hospital cover. After decades of them taking premiums - no problem with that, trying to get information about how to claim somehow is not available on their web site. Booking a call for a specific time to discuss is not honoured. Makes me wonder if there is a specific policy to delay claims as much as possible.
Terrible customer service
I called up to cancel my policy 3 weeks ago. I had been waiting 3 weeks for a refund, never told I would be receiving a cheque until I called up for the third time. When I received the cheque I went to deposit it at my post office only to be told it cannot be deposited as it didn’t have my full name on it. What a waste of time. Fast to take your money but a hassle to get a refund. Would not deal with them again.
Solutions team unresponsive
Needed to call them three times in one day for simple account reactivation which was promised but not delivered , on hold 40 mins each time . solutions team unable to resolve.. ok if you have a few hours to waste everytime you need to deal with them.
Are they only playing at being a health fund
Just joined up and got hit with a litany of nonsense.
1. I found they shortchanged me 2 days on the first month's payment
2. Charged me for the Gov rebate I am entitled to upfront and now I have to get it back.
3. They gave me an old membership no I had when I was with them a couple of years ago and now I cant register a new account or get into the old one.
4. They sent my welcome pack to the wrong email address - twice
5. Their chat is "not available"
6. I emailed them and asked that someone who knows what they are doing call me back to sor...
No covid compassion after 15 years of being a client
I have been with Australian unity for 15 years, when covid hit, my pay was decreased to 60% and the only way I could afford to pay our rent without putting it on hold, was to stop my health insurance.
After changing jobs and going back to my old salary, I tried to start back up with Australian Unity only 4 months later, aswell as bringing my wife on, hoping they would have some sort of understanding for waiving the waiting time after being with them for so long, but no, I have had to go back to 0, starting up like a new client who has never ha...d an insurance plan in their life. Then there was another misunderstanding where I can distinctively remember the person on the telephone saying I could claim dental cleans and physio right away, but after trying to claim physio I can’t, apparently can only claim chiro with no waiting period, I think that is pretty rough. I thought Australian unity would of been somewhat compassionate in these tough times... obviously not.
Cancelled on me without notice
I was phoned by Australian Unity to update my bank details. Completed this and then got a email saying they had cancelled my insurance. No request and no notice! Next minute I just get an email saying your insurance is cancelled. Brand new customer just signing up.
Refuse to pay and Incompetent
I have been with Australian unity for 18 years. Rarely have I had to use health insurance. I tried to claim for a procedure and they have paid a total of $171.20. This is after I was told on 2 separate occasions l would be covered prior to the procedure. I have spoken to 3 different representatives today and been given 3 different amounts they have supposedly paid. Been given 3 different reasons why and told the whole lot has already been paid. They even tried to say they paid the medicare schedule fee. Totally incompetent. Then tried to bribe me with a $150 visa card to stay with them. NOPE!! I'm out.
Questions & Answers
My husband had been with you for a very long time, never claimed and now have heard on the news that he could possibly be entitled to receive some money back. Is this true
Australian Unity Health Insurance
Hi Sharon, thanks for the question. Could you please send the link to the news article to me at CustomerExperience@australianunity.com.au so I can look into this and get back to you? Thanks, Cat.
Please explain! If I have, say 6, identical procedures at the same time on my lower back but in different places (treating chronic nerve damage) why do you only cover the cost of ONE NOT SIX procedures, leaving me $500 + out of pocket? Does that mean - if I break both my legs in the identical position as a result of a (say) car accident, you only pay for the treatment/repair of ONE leg?
Australian Unity Health Insurance
Thanks for the question, I'd like some further details so I can look into this for you. Please reach out to us at email@example.com or 13 29 39 so we can follow up.
I want to purchase health insurance for my 74 year old healthy father coming to visit us ( 600 visa), I wonder if Australian unity will cover major emergencies that are unpredictable like a car accident or fracture or a heart attack?
Australian Unity Health Insurance
Hi Lola, thanks for the question.
We offer a range of covers for overseas visitors and we can include things such as heart conditions and bone fractures.
To find out which level of cover would best suit your father, please call us on 13 29 39.
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