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Upon sign up i was covered for the sole purpose i needed coverage for, 3 years later they updated the coverage and removed the coverage for the whole reason i signed up in the first place and did NOT make this transparent. after a recent hospital visit i get the shocking news i was not covered... so, back to Medibank Private for me, they may have been more expensive but at least they covered me and didn't pull the rug from under my feet like these dishonest thieves...very evil business practice. I do NOT recommend this agency and as an ambassador for several disability and healthy ageing groups, i will be letting them know about this and recommending them steer clear of this predatory company.
Terrible Company - Worst Customer Service
They never answer the phone, its impossible to use their online portal. I Can't even cancel my membership because they never pick up the phone.
Stop blaming COVID for crap service, and get your act together
Poor customer service and too expensive
You definitely do not get the service you pay for, price goes up but the service goes down and don’t even get me started on their new app, worst app ever trying to retrieve a forgotten password is painful and I’m sick of their excuses blaming Covid for wait times on the phone I think the reason of the hold up is so many people calling up with complaints
Customer Service Non Existent
As others have said it was easy to join but when issues with anything customer service is the worse I've seen. I have been trying to log on to our account to see why my daughter cannot claim benefits on our policy I am also trying to submit extras claims online. Have sent multiple e-mails via website with the message of return correspondence but nothing. Have been on phone support twice for around 3-4 hours in total only to be told there is an issue at their end and they will be in touch in a day or so with solution. Again no response. Still manage to take the money from my account without any issues.
Very easy to join & set up but I wish I could say the same about leaving. I have email confirming that they have cancelled my direct debits as I requested as I cancelled my policy within 2 weeks of joining. They really started harassing me about leaving until I complained about it by email. They have still taken a premium out 9 days after the email saying they have cancelled my direct debits. So I rang them not at all happy & they said it can take upto 14 days to get my money back. They still owe from the original premium they took out on 20th ...of May. Somehow it is my fault aswell it seems because I didn't answer a call from a specialist team member. I was seriously annoyed with being made to feel bad by leaving Australian Unity & staying with my original fund AHM is why I didn't answer thought they were gonna have another go lol. So beware easy to join not so easy to leave.
Customer experience is supposed to help customers with issues they’ve experienced with the Health Fund…… Australian Unity does this very poorly and members indirectly get accused of lying…. They have no idea what customer service is…..!
Hopeless customer service, long wait times, and reduced value for money.
My policy has reduced in value just about every year.
I've been a member for about 15 years. I've had enough now and I'm about to change though. I tried to contact them on the phone and cannot get through. Very frustrating.
new app recently. Hopeless!!! not face enabling. So you need to put in user name, then password, then verification code. Then really had to navigate. I use it mostly for Remaining Claims. Used to be on front page. Now its buried in 3 or 4 steps after front page. Had to call them to find out where it is. Still not clearly presented. Hope they fix it.
Worst insurance company - DO NOT USE !!!
I have been using their app to lodge my extras claim and on 2 occasions they made me resubmit the exact same claim multiple times [same invoice] to get paid my benefit [waiting at least 3 weeks each time] and on the 3rd time they refused to pay out my benefit for a remedial massage because the invoice didn't have my provider name on it despite having the provider ID and number and business name and this despite me sending through the provider name. This name is associated with the provider number so for them to refuse a $30 payment even though ...I am spending over $170 a month is ridiculous. Three times I sent different claims through the app and online and they have made it extremely difficult to get paid every time. Not worth the trouble. Literally any other health insurance company is better. AVOID AT ALL COSTS
One of my bigger mistakes
I wish I had not joined Australian Unity because if you (or one of your family members) forget their card, it is nigh on impossible to make claims online. You have to re-register your online account - even when you have one - but cannot do that online because emails do not arrive to allow you to do that. You have to sit on a telephone line that is never answered whilst attempting to work to gain access to an account for which you pay handsomely. Anyone would think this fund was avoiding claims.
Not acceptable in this day and age... technology is available
Over 25 years I have paid something like $150.000 in premiums to Australian Unity. I estimate that I have claimed something like $30K in return... in short, I hardly ever use my coverage. Today, after a 45-minute wait, I was told I would be put through to hospital coverage and another 40-minute wait. I had one question relating to an upcoming procedure. Could not do this online. Could not do it on the app. The online consultant could not answer the question. 90 minutes of my time to answer one yes/no question? How can the service be so woefull...y poor? There is not even an email address on their website. Is this an acknowledgment of the terrible service? I still don't have an answer? I was told to call back after 7:00pm because the wait is shorter. Really?
At the moment I am writing this I was on the phone for 1hour and 55 minutes and still waiting....
I cancelled health policy on the 15.03.2022. To this day (27.04.2022) I did not get the certificate of transfer for the new health provider. Legally it needs to be provided within 14-21 working days. I have been transferred from one person to another and another and spent 1.5 hrs without the resolution. One person was trying to convince me that he's sent it to my email, but there were no attachments (after 30 years working with emails, I know how ...
Told I am not able to cancel my health insurance until I wait for a call back in 3 to 5 days.Then they withdrew $3400 after I had changed fund
Inadequate consistency of service
In the past 2 years I experienced constant difficulty with them taking payment. They would often send messages saying that payment wasn’t successful, when the account they were accessing had more than $100,000 sitting in it. I would have to chase them up for payment to be taken each time. Suddenly without any notice, my payments went from monthly to quarterly, payments were not taken and no notification was received, other than snail mail, which came through very late. I paid one quarter very late, then the next quarter unbeknown to me, had no ...payment taken again. So they cancelled our membership without making contact for it, very strange way to conduct insurance. I had checked with them they had all the correct details numerous times. As a result we have now lost our waiting clearance and are on a 12 month waiting period with another insurer who was way cheaper anyway. I would not recommend them unless you enjoy pushing a service you pay for from pillar to post, as they are inadequate with communication.
I am horrified at the treatment I've received while while waiting in agony for urgent surgery. I categorically blame Australian Unity for an additional 2 month delay on surgery I could have had and should have had like, yesterday! Ultimately, it has led to me leaving the fund for HBF, and even the threat to do so, didn't frighten them. They are not customer focused at all, their sole driver is the bottom line. I've felt like a consumer more than I've felt like a patient and human being while dealing with them, and if it's one thing i'm grateful...for, it's Australian Unity showing me just how close we are to having a health care system like the USA. Here are the nuts and bolts: - Do not honour agreements with doctors / surgeons - Refuse to pay rebate agreements from the Genie System on IFC forms. And insist on only paying the MBS minimums. (In other words, you lose and they win) - Ridiculous wait times and horrendous customer service. You get ping ponged from one team member to the next because no one knows how to help you or just CBF. - Absolutely no transparency, I really had to ask the "right" questions a million different ways to get a straight answer. - Had to make multiple complaints because staff kept forgetting to escalate matters that they said were escalated. They have no sense of urgency when it comes to time sensitivity for health issues requiring immediate attention. - No resolutions ever offered. I felt like they were never going to be too. They just ran me in circles before saying no.
Questions & Answers
I have the very top cover with extras with TUH Queensland my hospital gap is a one of payment a year of $300 when I should need to use it. I'm 77 year old single female with my cover for what someone of my age would have. Would you please tell me what I can expect to pay monthly to have the same cover with your company after the government discount is applied. I will no longer have the loading to pay with TUH after April 2025. Thanking you.
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
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?
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.
Get an answer from our members and Australian Unity Health Insurance representatives
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