The Good and the Bad response to Customer Service at CUA
CUA is comparable value to other funds - except for Physio refunds.
Have been with CUA for 19 years so am satisfied with benefits. Would like to see increase in refund from CUA for physio.
Claims are dealt with promptly.
I would like to take this opportunity to thank your Customer Service Officer - Jeremy Thwaites - as he was very helpful on the phone and sent the information we discussed - Excellent customer service for CUA.
Will be sending in a complaint against Joe Mills, who 2 days later, had not sent information requested. Joe needs to be made aware that her response reflects CUA's attitude to its customers. She needs a little reminder of her responsibility as a Customer Service Officer for CUA.
CUA is reasonable
good value and easy to set up. Convenient to lodge a claim. I have been a CUA client for years and will continue to be the CUA user if CUA does a good job.
CUA Health Information received from Ashleigh.
Information provided was quite helpful. Will help in my decision as to whether to increase my health cover. Information given was clear and concise, easy to follow. Would have no problems in recommending CUA Health.
Have always been with CUA Health - Changes to CUA Health Policies after April 7th 2019 are very good
Compared to our over 25 years standing Policy (which is now not offered) these new ones are very good value. We are both older and needed to look at coverage that was appropriate for us ( post 60 years of Age).
Payments on Claims for both Hospital and Extras has always been good with CUA Health. Dealing with CUA Health by phone is simple and very helpful.
Avoid if you are with another fund
Despite claiming there are no waiting times if you switch from another fund, after trying to use my card in the opticians I was told I had no cover. After a long wait with customer service I was told that it takes them a few months to process the transfer and until then I am not covered despite paying a premium and having been covered
Customer service representative Teejay
The customer service representative I spoke to The was excellent , covered all the information and even checked the quote was exact and called back in record time .
Best customer service I've received in a long time , after a stressful worried dentist visit she gave me relief and made me confident that moving from bupa to cua was a fantastic choice .
I was looking at other providers to reduce cost but received a hospital product to suit my needs at less cost with CUA, very well explained and easy to do.
Karen louise Hinds
Initial quote with operator
A better plan than what we actually
pay at the moment This would effectively reduce fortnightly payments to $20 inclusive of changes to 1st April 2019.
Waiting for the online quote!
Super friendly and helpful service.
Teejay was not only knowledgeable about my product choice and queries about renewal she also provided a very personal touch to the experience. Such a nice change from other service providers. I have used CUA Health for over 30 years and always been happy that the product is backed by such great service every time.
Renewal of health insrance
Ashleigh was prompt, efficient , respectful and polite and understood what I was requesting. She processed
the transaction quickly and confirmed by email as requested.
Although I was considering insurance with another provider Ashleigh's service convinced me to remain with CUA at present.
Great advice and suggested savings on switching policies by the person who took my call. I will remain with CUA and have been a member for 9 yrs. CUA has Very competitive rates.
Worth the long wait on hold for customer service
I have been with CUA Health since 2013 and this year I decided to prepay the annual premium to save money, I also have had my hospital cover for nearly 10 years - my initial call to get the anniversary date Lifetime Health Cover Loading and to recalculate the new annual premium less the applicable loading. This saved me a substantial amount of money. Paris understood my request, escalated my enquiry and was able to respond by email the next day as agreed. Paris also promptly responded to my follow up email with a valid explanation. My next call was to make the payment, and update my details, on this occasion Teejay was able to review all the notes on file, process the payment, update the details and then upon request was able advise what my new monthly premium would be in the future as there would be no Lifetime Health Cover Loading. This was most helpful. The call wasn't rushed and both team members were courteous and friendly.
Did I call a primary school by mistake?
I called CUA Health a couple of weeks ago to compare their hospital cover against my current policy and to get my head around the post 01 April changes. God forbid if asked the agent to clarify or confirm something she had already mentioned so I could understand it better. Her reply multiple times “I’ve already told you what isn’t included in that cover.”. The agent sounded so young and inexperienced I thought I’d dialled a primary school in error.
What I love about health insurance is we have the choice and flexibility to choose who to insure with and the freedom to switch providers at anytime, so CUA, continue to speak to your potential new customers like dirt because first impressions count and so far it’s appalling. Good luck.
Great Service from CUA Health
We have been with CUA Health for 28 years, recently had to contact on 2 occasions and both Teejay and Robert provided excellent assistance in regards to changing cover and having previous cover re-instated.
Always helpful and claims paid
We have been with CUA Health for many years and have found staff to be helpful and courteous. As we are in our 70's and experiencing some health issues it is essential to be able to rely on CUA. Our past claims have been paid promptly without issue.
she was just so happy for any question i would ask,nothing was a problem,
have been with this company for many years,no claim as yet has been made, just asking if some arobic water for cronic illness is claimable,, she sent forms to fill in by doctor,,, all good so far.
Sarah A Wilkinson
Helpful and friendly
Have been a member since April 1989. Claims are processed quickly. Was the best policy for us . Staff are always friendly and nothing is to much trouble to answer your questions.
I rang CUA health to follow up my claim which I forwarded way back Nov 2018. I was told by the staff that my son’s name ( who had his dental treatment ) was deleted for unknown reason. The staff couldn’t give me any reason nor have I been informed. If I didn’t ring them. This means that my claim form has just been sitting in their nice desks since Nov 2018. No initiative on their part. I had to teach what to do. I’m looking for a genuine, thoughtful health insurance company.
Transfer of policy from "Gold"
Letter from CUA saying they are moving my Gold extras cover to Top extras cover with an Increase of $10 with decrease in cover. Can get similar "top" through teachers health insurance for $25 less per fortnight. Needless to say I'm switching
Wouldn't be without it.
I knew I wasn't utilising all of my current policy & had anticipated calling would mean a lengthy wait time & was nervous I wouldn't understand it anyway. Was not the case. Call was answered promptly by a very patient gentleman who explained my current policy & offered alternatives so that I felt informed & confident about the changes I made. All claims I have made have been resolved quickly with no fuss. I have been with CUA health for 27 years.
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