Latrobe Health Services

We were members of La Trobe Health for over 20 years and had one of their Family Gold Top Hospital cover policies. When we attempted to review the policy some 12-16 months ago to see whether it was still fit for purpose we were advised by La Trobe customer service that the policy we had was: * no longer available, * better than available covers… Read more

and worth keeping. No mention was made of the fact that our policy would make us liable to the Medicare surcharge. We followed the advice received and kept our Gold Top Hospital Cover. This year, we received a letter from the ATO stating that we did not hold an appropriate level of private patient hospital cover and that therefore we were liable to pay $2,036 Medicare surcharge. When contacted La Trobe about this and received no satisfactory response regarding their failure to advise that the policy they suggested we keep would result in us having to pay the Medicare surcharge. This incompetence has caused us to have to pay in excess of $4,000 that we would not have had to pay had the proper advice been received from La Trobe if we had been given the information to allow us to choose the appropriate cover. We have now cancelled our policy and moved to another insurer that provided us with the comprehensive information required for us to make an informed decision. Conclusion: do not rely on the customer service received from La Trobe as you run the risk of getting incomplete, inadequate and defective advice likely to be costly. Best to move elsewhere.

Could someone at Latrobe please explain why it's so hard for them to send me payment reminders? I joined them in December and have had to call them ever month since then. Not one reminder has been emailed to me. Their response was the problem was with my internet provider. However they managed to email and text me about the increases. They have… Read more

said they will send me the bill in the mail. Again nothing. What on earth is wrong with this Company, don't they want my business. I am tired of the bother of trying get this to work and am considering going to the Ombudsman about it.

We were reviewing health covers and found a better deal with another health cover provider. Our Latrobe cover ends at the end of the month. So we made the necessary changes on the 19th March. Received a follow up call around the 25th March and confirmed to move on to different provider . Yet Latrobe does not conclude our account and proceeds to… Read more

deduct $243 through direct debit on 7th April. Reached out to Latrobe on 7th April to correct the misunderstanding and was ensured the money will be refunded to my nominated bank account. However , Latrobe then makes another attempt on the 10th April for a follow up call yet again . NOT HAPPY. Not only you did not do your job properly but now you want to hold on the our money longer with cheap tactics. You do know that people are struggling to cost increases.

Pleasantly surprised again, as Latrobe communicated the rate rise, but unlike other companies, it came to $9 difference. I've had outstanding customer service, with bonuses applied. Phone calls go to an Australian call centre with staff who are obviously Australian, friendly and helpful. Yes, I'd recommend. Show details

Amazing Customer Support – I want to thank Kylie and Latrobe for their impeccable sign up service and her welcome call. I really appreciate the follow up and can sense the excellence in their customer service. Am really happy with the digital aspect of member services online. Thank you, Latrobe, Heart of Health. Show details

Exceptional Service from Nurse Judi Hill – Nurse Judi Hill from the Latrobe University Medical Centre in Bundoora was absolutely fantastic! Her proficiency and knowledge made the process of completing my immunisation and health records for my placement with Latrobe incredibly smooth and hassle-free. If you need medical documentation completed for a placement, Judi is the go-to person… Read more

without a doubt. She knows what boxes to tick and ensured everything was done quickly and efficiently. Not only that, but she also identified a vaccination that had been missed in my previous two GP appointments at another practice.

Save yourself time and effort, and go straight to Judi. You won't need to see anyone else! Highly recommended.

Shame on you Latrobe Health Insurance – My daughter has the basic hospital and extras insurance as she is only 26 years old . She has now been diagnosed with basal cancer lump on her forehead, upon calling Latrobe to confirm cover for surgery for it to be removed she was informed that she is not covered as her basic hospital cover only covers an emergency or accident!!! So basically if… Read more

she falls over at gym and cracks her head open she is covered BUT not for emergency surgery to remove a cancer lump Shame on you Latrobe Health Insurance

Choose another provider – General lack of care for customers, do not follow own processes or communicate accurately with customers. Joining LHS was a three week process with multiple administrative mistakes made (and admitted) by customer service team. Transfer certificate process with previous provider was over 4 weeks to complete yet charged premiums through that time… Read more

yet not able to make claims. When claim was made, progressed to 'pending' stage for ten days. When followed up, LHS failed to send communication requesting further details. Was advised it 'possibly' would be have been followed up 'at some point'. Would not recommend and if I could give zero stars, I would.

Poor communication and cannot solve easy problems – I went back to Latrobe as their customer service was excellent however I am incredibly disappointed since returning and will now be looking to go elsewhere. I arranged direct debit fortnightly, this didn’t go through for some reason, I had to contact them multiple times about it and was eventually told to download the app and I could make… Read more

changes/fix it up on that. I couldn’t register for the online portal so again had to contact them for this. Finally I was able to get on to it only to find I couldn’t make any changes but I was able to make payment. As I had told them I wanted to go back to fortnightly direct debit I thought this had happened, but then received another monthly invoice from them. Again, had to contact them and then was told that I hadn’t made ANY contact with them about it. I have called at least 3 times, and have had to email them another 5. They literally can’t even fix up someone trying to pay them. I am over it and going elsewhere.

WORST EVER INSURER. Thefts - they cover NOTHING despite high premiums – I have no words for how entirely useless La Trobe Health is. They don't even cover the services that are legally written into their T&Cs. In the 24 months I have been with this provider, I have paid thousands in premiums and been covered for less than a couple of hundred dollars. I'm considering going to the consumer rights board as this feels like theft and illegal behaviour. Do yourself a favour and stay away at all costs. Show details

Customer Service and Hicaps Machine – Latrobe Health is the worst for health insurance. When I tried to make a claim for my children at the podiatrist on the HICAPS Machine it's says it got declined on his machine but it got approved on the Latrobe Health App. When I tried to ring them they said it went through and that they wouldn't fix the problem. They wouldn't also put a direct… Read more

credit on my account for the expenses. They put it to the podiatrist. Also when I tried to claim the benefit bonus at the podiatrist it wouldn't go through on the machine but when I rang them they wouldn't even pay a benefit bonus out. They wouldn't even acknowledge it's there fault. When I tried to swipe the card at the podiatrist it said card invalid which meant they stuffed up because they thought we were ending a month earlier not a month later. They also deleted my banking details. Stay away from the terrible health insurance company.

Stay away from this health fund! – I have lost count of the number of negative experiences I have had with this disgraceful health fund. If you join this health fund you will live to regret it trust me! I am not leaving this health fund I am running away from it. Show details

Pleasantly surprised by how good – As seniors who have always had hospital and extras cover, we were very frustrated with the increasing cost and the minimal reimbursements received from other funds. We were with Medibank and grimaced everytime their stupid ads came on television knowing the cost was being paid for by our premiums. We decided to try Latrobe as a not for profit… Read more

provider and have not regreted it. We have saved around $100 a month in premium cost for equal or better cover. The claim process is online and very simple. Our claims to date have all been paid within 3 days. In particular, we have had a few telephone interactions and these have been great. Their staff are friendly, well trained on their processes and have always called back or actioned as promised.

Strange tiers of service – They advertise various levels of "extra" coverage - as is normal. The Intermediate level ones provide cover for Exercise Physiology. The "Premier" level (advertised as "Comprehensive extras cover with our highest level of benefits") does not, as I just discovered to my cost. After 10 days of being "in mediation" there has been no response so I am now publishing this Show details

Great cover – I have been with LaTrobe for Extras Cover for four years now. I used to be with Bupa and my family have been with HCF and Medibank Private. In comparison Latrobe pays the highest rebate for services. I have never been refused a claim. The claim process is easy.If I need to call them, the experience is great. Fast , efficient, informative staff that also local people who understand high level of customer service. Keep up the good work LaTrobe Show details

A very friendly and stress free service that I have been a member of since 1982 – I have been a very long time member of this service and have really found the service and support excellent. First the advice over the phone has always been sympathetic and useful. Secondly, and most importantly, when I have made claims, and there have been a few for surgery and so on, the whole process has been perfect from my perspective.… Read more ·  1

Latrobe is not the biggest provider in Australia but I recommend them for service and support. I've never had the hard sell, never had to worry about a claim, never had to stress about trustworthiness. Big is not always best, and this service is a good example.

Recommended with genuine enthusiasm.

Mike

Terrible claims experience! – Prior to a planned hospital admission, I phoned Latrobe on 4 separate occasions to ask specifically about our expected out-of-pocket costs. We were advised only of the daily $70 co-payment for our gold level hospital cover. Needless to say, when the $2000+ bill arrived some weeks later of which Latrobe only paid around $300 I was shocked and… Read more

appalled. When I queried this on the phone, Latrobe advised they only pay up to a maximum of 25% - and this is for the highest level cover and I should consult the terms and conditions hidden in their product disclosure statement. They even acknowledged that despite me specially asking these questions before hospital, at no point did they mention this 25% maximum coverage. Had I known this information beforehand, we would have gone to a public hospital. If this doesn't constitute misleading and deceptive conduct by Latrobe I'm not sure what does!

Not Happy Jan!!! – I was convinced by an I-Select representative to change over to Latrobe Health in 2018- yes the premiums are cheaper than BUPA, however the customer service in not great. It's the first time we have had to use it and both my husband and I have now been sent to the debt collectors for failure to pay accounts which were originally submitted in… Read more

September and October 2020 - I still haven't seen any money for mine and have had to resend the paperwork - twice now!! and pay tow lots of additional legal fees which I was advised verbally that they would reimburse us for - hasn't happened!

Rude staff. Stay away – I do not appreciate being called and being told you require additional information to transfer my membership. Then provide an identity check. To be interrogated by your rude staff as to what "you" have done wrong. And when I push back and question whether this is information to cancel my membership or for internal purposes. I get the response "… Read more

they are simply questions I do not understand why you can't answer them" really really. Don't waste my time, tell me the exact reason for your call don't crap me and don't be rude when I exercise my right to privacy and information retention.

You should question your customer service engagement and respect your customers right to privacy and right to transfer health funds.

Absolutely lemon – I was upsold and convinced to leave HCF to move to Latrobe to their most expensive Top Extras product. I was told it would provide premium claims services on lifestyle benefits like massage. As soon as I went to claim, the providers who previously accepted HCF for me couldn’t accept Latrobe. What’s the point of a premium policy when you can’t… Read more

claim! I was sold an absolute lemon. I’ll be returning to my cheaper HCF product which I can actually use!

-0* for there service – Needed to re-join again, and i had to beg them to do it, and they were been Such punch of [removed] to me & saying NO we can't do it when they re-join my sis couple of days ago. They lost me and all my family as members of them. Needed to speak to the manger they wouldn't let me, NEVER AGAIN and i will spread my experience around. Show details

I would never consider going anywhere else! – Customer service is excellent. They are very clear and transparent with all of there products. They have a fantastic range of products to suit everyone. When I called the call centre I didn't even have to wait. My call was answered in less than a minute. Show details

Very disappointing, will be switching insurers very soon – At the time of joining, Latrobe Health appeared to offer value for money by having the cheapest top level hospital cover that I could find. However this lower cost comes with conditions, one of which I failed to appreciate when signing up - there is no online claiming. The online member services portal is a joke. All claims need to be printed and… Read more

mailed in the post - they won't even accept scanned/emailed claim forms. The claim forms are convoluted, and 'incomplete' forms are mailed back. They have absolutely no flexibility.

I also called to check whether my wife and I were covered for certain procedures, and the Latrobe personnel used words such as "It looks like you are" and "there shouldn't be any problem". This is not good enough, a clear, definitive answer was required, but could not be given.

I will be transferring to a different health insurer as soon as my outstanding claim is resolved.

Absolutely Fantastic – Having become very dissatisfied with our health fund provider, we started to research various more-favourable options when we came across Latrobe Health Services (a not-for-profit organization). It proved to be the correct choice as my wife needed a very serious operation soon after our membership commenced, the staff clearly explained the… Read more

policy's conditions and, importantly, we saved a considerable amount of money both in contributions and medical costs. Both my wife and I can highly recommend this health fund.

no problems – 5 years away from medibank great service,not 1 problem ,have been in hospital quite a few times &just sign the form and its all done. i have hospital only & its fantastic, i cant comment on extras as i dont have them. i have hospital only & i think its a great service & its very well priced. highly recomend  Show details

Great Service – I started my policy knowing i was wanting gastric bypass surgery. The staff put me on the right plan, gave me great advice and spoke respectfully to me whenever i made inquiries. Just over a year later i had the surgery and was covered for everything while there. I honestly believe I have come out even on the costs and never got any problems when making claims. Thank you Latrobe for your professional, reliable service.  Show details

Poor follow through – Poor customer support- take too long to deal with queries - when a payment didn’t go through they were inflexible and wouldn’t reconsider despite trying to address this with them  Show details

Don't Do It – Cancelled policy but wanted to reinstate it during the allowed 30 days - spoke to a "consultant' and was promised a return call the following morning to organise direct debit - instead I find $375 gone from my account without any notice. Rang re the debit and was told they couldn't refund it entirely because I had to pay arrears, I understand that… Read more

but would have liked the return phone call to organise this as promised as I am currently on reduced salary and this has left me nothing in my account. Back to Medibank Private I go and will gladly sit through their waiting periods!

Have had no issue - Service great and they pay what they say they will pay – Can't believe some of the negative reviews. Been with them for 2 years - had 2 "major" claims as in surgeries by family members. Absolutely no issue - covered everything their document said it would. Had many many extras claims all paid as agreed and within 48 hours. Are some of the people complaining either trying to rort them or claim things… Read more

that the contract said was never covered?? Just can't rationalise the complaints with my experience.

As with any fund - join them but read the contract so you understand what you are buying. Same as any purchase, check what you are buying.

Would recommend them to anyone. Experience has been basically faultless.

Highly incompetent – Decided to transfer my Medical Insurance to this lot; what a disaster! "Consultants" obviously poorly trained, rude, and generally unhelpful. Avoid at all costs. I quickly went back to Medibank Private; phew!  Show details

BEWARE so much out of pocket costs – They hardly cover any of the costs for procedures. I pay a premium for health cover only to find out I'm out of pocket another $600. So that makes me contributing $2,300 and they contributed $988. What is the point of having private health?!  Show details

Security Conscience They Don't Have A Clue – My review is more about their procedures. They recently wrote to my husband and I to inform us they are now direct debiting our contributions from our bank account. Ok I needed to know that NOT we went into the office to organize this so a letter to confirm was unnecessary. The stupidity does not stop there in the letter they put our bank name our bsb and account number. To say I am upset is an understatement.  Show details

Top cover but will not pay out! – I pay top cover every month for the past 2 years, I called numerous times to ensure I am covered for my operation. Now I have it all booked in and sent them a quote and they say they will only pay $200 towards a $7000 operation! Do not buy from them! Wish I had gone with anyone else! So heart broken! Can you believe that if you need your car fixed it would have more cover then a human being! What is the world coming to!  Show details

Honestly surprised at how good this health insurer is. We’ve had no issues at all with claims, customer service is always lovely…would seriously recommend. Show details