Poor service & will do anything to get out paying a claim
I setup a hospital and extras policy with CBHS earlier this year. I had to go into hospital for an unexpected event a couple of months ago which was covered through my policy. I met all the requirements including the waiting period. They denied my claim and I was treated so poorly by the staff members over the phone. I've had the worst experience with CBHS. Please do yourself a favor and do not set up a policy with them to save yourself heartache at claim time.
- Verified customer
1 Star is literally way too high- avoid at all costs
I will try and keep this concise
1. they withdraw money for no reason and I constantly have to chase them up to get a refund
2. they rise rates for no reason. sent me emails saying there would be no rate rises until November from my current premium of ~180 to 181 in March which I didn't really care about. then in September, they say yeah as we said before in March, don't worry your rate won't increase from 210 to 220 until November. When I asked why my rate was now 210 and not 180 they had no legitimate answer?
3. Have asked them why they chan...
Terrible experience, cancelled with them
We were planning to join CBHS. After discussing with CBHS representative, he was not answerable to many questions and he was saying that you need to discuss with claims department. Looks like he was rushing for a premium payment. We want our plan to start from Sept 30, we told him to ring back on Sept 30 as we are having difficulties in sorting our payment method. CBHS representative looks very impatient for the payment and he wants to grab a payment ASAP, but In earlier discussions, he mentioned that you can even pay after 15 days of joining. ...He asked for our bank account number for claim refunds. After getting our bank account number, he mentioned that if you can’t pay using credit card then he will use that bank account for premium payments. He refused to change the email address on file as we don’t want to receive personal emails on our office email address. While quoting on phone, he mentioned that premium will be $300 but in email he sent invoice of $400. He was changing his words every now and then like a scammer. Very disappointed and bad customer experience and decided not to join at the end.
- Verified customer
Terrible experience, ended up cancelling on them
This was my 3rd year/ company for student visa insurance. Agent recommended that it is new and a bit cheaper than other. To become a member is easy because they want your money but after that all the bad things come out. I have my gp clinic where i go close to home and they do bulk billing. But with this insurance there is like 1 doctor on Gold coast wok you can see. Never heard that with any other company. If it is bulk billing most of insurances have contracts with them. I been taking some prescription medicine what my last insurance company...covered but they did not. I was thinking their webpage do not work on my phone so i waited my laptop to be fixed so i can make a claim. Suprise suprise you can't even do it online. Have to send them a email. That was enough for me and i called my old insurance to ask how i can get them back. They where very helpful. I was supposed to get my refund in 7 working days but guess what I waited 2 weeks and still nothing . So i called the costumer service. The lady said she can't do or say anything but will pass my details to someone else and they will contact me. No they did not. Had to call them again. So came out there was some mistake doing the refund. What a terrible experience. Waste of time and money. Couldn't go to see the doctor and did not get any compensation for my prescribed medicine. Highly I DO NOT recommend them.
- Verified customer
The worst OSHC ever
1 star is too much for this.
I purchased this policy for 1 year and I used this just one time for a GP and blood test which cost me around $400 and CBHS paid me less than $170 !!! You can not find providers in their website/app and you just need to call them and they may offer you to see a few doctors in Sydney which is disappointing.
Choosing this company is the biggest mistake ever and I definitely recommend everyone to go for whatever insurance company except this annoying one.
Go anywhere but here!
The worst experience from sign up to cancellation. Not a single thing went smoothly, including sign up taking over 6 weeks, they make it near on impossible to pay by credit card, use snail mail that is always late, even trying to cancel my policy after 1.5 very patient years as a customer took a month and was then done incorrectly! Premiums are expensive compared to many other funds, and you do not get the service you deserve for the price! Wouldn't recommend to anyone!
- Verified customer
Been with them 2 months and now going back to my previous insurer
I had been thinking about moving providers for a while to ensure I had the best possible deal. I wanted to up my level of cover as we were planning on another child and after receiving a quote from my previous provider and CBHS, the latter was about 15% cheaper. The CBHS advertised offer to waive the waiting periods on extras made the decision that much easier, so I signed up in mid-May. It went downhill from there.
The website looks and functions like something from the early 2000's. I cannot see my membership number without logging out and c...hecking my saved credentials, or looking for something personalised in my inbox. There's no way to see previous billing/payment history (verified with CBHS support) without asking them for a dump of information. Then it came time to make a claim. The advice received from the signing agent was to take advantage of the waived waiting periods. My wife visited the dentist to have some work done about 3 weeks after we signed up and when she went to swipe her CBHS card, the transaction was declined with an error message "membership is not financial". So she had to pay from our pocket before leaving the dentist. More time on the phone/email and I was told that the card would not work until our first month's premium came out. This was never disclosed during the sign-up period and was not in the T's & C's on the website or in the PDS I was sent after signing up. Very poor form. My claim was eventually paid after submitting it online, but the amount returned was significantly less than what I'd have seen with the previous provider and way less than what the percentages suggested on the CBHS website and in the membership information emailed out after signing up. I spoke to customer service a few days later and additional info was provided that showed a lower percentage figure but the rebate percentage cap was still ambiguous. My previous provider was crystal clear on this.
I hope this company burns to the ground
I honestly wasn’t going to review it even after I’ve received multiple emails saying ‘you’re only allowed to see a virtual doctor if you get corona’ since I’ve left Sydney but after receiving this email today, here’s my big screw you :)
‘Remember hospital is for emergencies only
An emergency is any medical problem that causes extreme pain, severe blood loss, or could cause death or permanent injury if not treated quickly. An example of an emergency is struggling to breathe, going into labour (child birth) or being hit by a car.
If you attend ...the hospital and it is not an emergency, you will be paying unnecessary high costs. In Australia, services provided in the emergency department of a public hospital are ‘outpatient’ services and not ‘inpatient’ hospital services. This means that if you go to a public hospital emergency department for non-emergency treatment, you could be charged more than $1,000.’ From an email I received today
Horrible - not value for money!
They do show you how much you actually get back clearly. For example - optical. You only get 90% back of what you paid even you have full benefit left in your account. This 90% is not written anywhere in the product info when you join. Bupa and Medibank private will show you clearly 70%, 80% etc, but CBHS does not. Very annoying. So as the fitness when you get "health management". Again only up to 90% so there is always a nasty gap that it is not informed in advance. Not happy at all!
Very bad customer service !
Don’t bother joining ! We have been members for over 5 years and have been treated very badly by the sales team , we suspended ur membership then no one bothered to tell us that it had been cancelled! After paying for membership for 5 years you’d at least expect to get some sort of correspondence from them but no just been cancelled without hesitation! You’d expect them to keep their customers rather than just canceling them, I called and they just said we’d have to wait the 12month waiting period again after already serving the 5 years , very ...disappointed in this company I do not recommend go elsewhere. If there was zero stars I’d rate them zero rather than 1 August 23rd 2019 Update: Top Extras Very bad customer service please do not join this company , we were members for 5 years and paid fortnightly but had to suspend due to certain circumstances, then we tried to reactivate the account but were told on 3 different occasions 3 different things , 2 customer service people told us we could resume our top extras pretty much straight away as we already served the 5 years prior to suspending, then I was told by the 3 person we had to wait the 12 month waiting period, we are very disappointed as we did not receive any correspondence that we had been cancelled you’d think they’d rather keep their customers rather than just cancelling them ! I do not recommend please go elsewhere!
Disgusting, rude, arrogant, no manners and totally unhelpful
Joined this fund recently after being in dispute with another fund, based on a family recommendation. They took the membership very quickly BUT, it all went pear-shaped from then on. I contracted to pay a certain amount each fortnight - then without notice, the amount increased by about 26-28%. No reason, no contact, NOTHING. So I refused to allow the payments to be debited and since then, I have had nothing by rudeness, arrogance from CBHS, NO assistance or support what-ever and when you call to try to sort it out - they don't want to help.... I had a call this week from them to find out why I was unhappy with them, I told them exactly why which has put me on the outer. Today I received the worst customer service, I have ever received. They are a rip-off. Don't touch them. Don't join them - simply steer clear of them. They are expensive (but they quote so low to get you in) and if I could give them a minus rating, I would. Moved from one health fund to another and totally frustrated, so still known as "The Frustrated Mover"
- Verified customer
Avoid at all cost
Bought the visitor cover, which actually covers nothing. Provided all the documents they requested for account closure and guess what, they didn't close it at all. Direct debit charges keep coming to my bank account. Seriously, stay way from such a scam.
Good product but poor customer service
The wait times are so long just to speak to someone. At this time of the year they should be employing more staff. They are very slow on acting on completing transfer certifcates
Extremely expensive, customer service very poor and not interested in truly keeping existing customers.
Expensive and unhelpful, they constantly reminded me about my son turning 18 years old and that premiums will go up. I called them and had it sorted but they still kept texting me afterwards.
- Verified customer
Cannot find better value or cover
Since 2006, i have been a longstanding member of cbhs, we are a family of five. One of our kids is special needs and she has had multiple surgeries and is in & out of hospital and drs. I have had all three kids privately with my own ob, in a private maternity hospital. All covered. Absolutely nothing to worry about!! I have made multiple claims too many to count to be honest and its very rare i need to be out of pocket.
I have done comparison’s and cannot find a better deal at all, no excess, comparible rates and the benefits of our own doctors. Something that is important to our family!
Not worth it
I have been with CBHS for nearly two years. I inquired into whether I was covered for the most minor procedure. The lady told me that the level of cover is basically just designed for people to avoid the Medicare Levy Surcharge.
I think with a premium of $190 per month for my partner and I, we should at least be covered for something!
Considering HCF under the same policy and same level of premium I would have been covered.
Doesn't cover private hospital theater while other does
I think cbhs is worth it when you first join and want to ditch the 12 months wait, otherwise it is rubbish. I purchased the basic hospital cover, which didn't cover private hospital theater, which I needed later on. My insurance specialist told me that my insurance literally covered for nothing.... With $20 extra a MONTH I could have gone with hbf which covers theater fees. This made me realise what a mistake it was to stick with CHBS. They screwed me over.
Either stay with higher cover or get out!
Terrible Service. Couldn't careless about existing customer
1. As a long term existing customer who simply pay the yearly premium with next to no claim and hardly any contact with them, makes me a great customer who is also oblivious to their lack of customer service.
2. Until I made an enquiry that I realised they couldn't care less about existing customers but would be all over you if you were a potential new customer.
3. a) Expect long wait on the phone before you get through
b) Expect to be passed from one person to another without results
c) Don't expect friendly service
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