NIB Health Insurance

Very disappointed with this health fund. They have slashed rebates for 'non-preferred providers'. This is unacceptable. Admittedly they did advise of this change but I was shocked at how much they have slashed the rebates. My husband had a root canal procedure which should have been covered by his major dental cover. NIB rejected it and say he… Read more

had reached his annual limit. It was his only dental claim that year. We changed to NIB several years ago and recommended NIB to friends and family members. I am now going to recommend that they change funds. Even the customer service staff are not as friendly and helpful as they used to be.

Absolutely useless if you don't live in a major city. Only paid out a 20% of claim "because I didn't go with a preferred provider". When asked what options nearby were actually 'preferred providers' I was given the names of an infusion clinic and an eye Hospital - not exactly helpful for a colonoscopy. So 15 years of coverage with NIB and the moment you actually claim you get absolutely nothing back. Show details

Terrible customer service,l gave the gentleman all of my previous health fund information he asked for and also told him I had a 58% loading, and for some reason when he signed me up,he forgot to add the loading on my policy , Show details

I have been a NIB insurance customer for 15 years. I have been loyal, paying fees on time and have made no dramas with the company. Recently I needed to have an emergency operation for my gallbladder that couldn't be delayed waiting for a public… Read more

hospital. When the time came to pay for these operations, I was refused any rebates or financial assistance from NIB. My policy states I have hospital cover so I was shocked that this operation fell out of my policy coverage. This was an important emergency operation and they did not pay me a single dollar. I am very unhappy with this outcome and have cancelled this product with them. A warning to those looking at being customers with NIB that their coverage is unclear and have put me in a very terrible position.

Never had problems with NIB. Been with them for many years. Always prompt and informative via phone or online chat. Kept up-to-date with claim procedures and extremely helpful. Put in a claim on 2/1/26 at 3.36pm, processed and finalised by 3.43pm. Received a text and email. Very happy. Maybe those complaining need to check your cover on a regular basis or if going into have a procedure at hospital contact NIB prior. Show details ·  1

I wondered why nib got bad reviews as they are good ! I hope everyone should be honest don’t give false reviews as you are misleading customers to have a good insurance and it affects people’s live! Show details ·  1

Our family has been with NIB core extras only for some years. It has been worth it. Recently we also wanted to join hospital cover. I rang NIB to update our cover and talked to Harry on the phone for over an hour . He was so good at his job and patient. He even helped me to install Nib app on mobile and explained how to use it as I'm not good with… Read more ·  1

technology. With him, it was such pleasant and easy process to update my cover. Again, it reminds me how important the service of staff over the phone in business. Each time I needed to claim and rang NIB I only have had good experience. So this hospital cover, I didn't look much other insurance companies but was happy to go with NIB. We're human. I honestly don't know in depth how much better nib is with the cover compare to others yet having good and friendly staff to explain and providing good customer service made huge difference.

They have a rewards program where you can buy gift cards. You buy them and then after a couple of hours of delay, a message comes : sorry we have a stock issue and are refunding. We will let you know when that happens. The cards are electronic! Clearly NIN have contracted it out. They company plays some game where it takes your money for a… Read more

certain brand card, then itself needs to source it and if it can’t.

It is illegal in all Australian states to advertise a product you don’t actually have.

Dodgy health insurance in Australia. If I can give 0 rating than would give 0. Very disappointed with my experience with nib. I took out private health insurance specifically for tax purposes and paid for the policy for a full year. Before taking out the policy, I clearly communicated that I have Medicare and explained that my intention was to… Read more

have the appropriate private health insurance cover for tax purposes.

After paying for the policy for a year, I was then told that my account/policy was not considered suitable for the tax purpose I had clearly discussed when joining.

I feel extremely frustrated because this could have been avoided if my circumstances and requirements had been properly explained and confirmed at the beginning. I paid for the policy based on the information and understanding I was given.

I expected much clearer communication and better customer service from nib. I would strongly recommend that customers carefully confirm in writing exactly what their policy covers and whether it meets their specific tax requirements before making payments.

Hm, recently got update email that the dental refund will change in Oct2026 if not using their cluster of dentists which are only 2500 Australia wide. I had dodgy dentists before and am now in good hands. I want you NIB to still do the whole refund for a dental work code, no matter which dentist. It's far below the actual cost anyway. Also the… Read more

surprise that a covered private hospital was NOT including their lab work, was very unexpected additional cost. (Canberra Calvary Bruce hospital 2025) Lab work is usual during surgery pre and post. You cannot say when I check if NIB includes this hospital "yes", when the lab work is excluded which puts me another 720aud out of pocket ..

At least many hospitals are in the NIB network, and had no other surprises, but please state clearly if lab is not covered, as I would refuse daily lab parameters like full blood count when it is not life threatening necessary and no events.

Otherwise cover and claims were easy to process with NIB.

But am looking at other providers due to the lab out of pocket in covered hospital and dental refund changes.

WORST EXPERIENCE I HAVE EVER HAD WITH HEATH INSURANCE I work for an insurance company. So I know my ins and outs with health insurance better than most. I have had multiple problems with nib since switching from Australia Unity. I signed up with nib in late may. For starters, when I signed up it took them over a month to send me my health… Read more

insurance statement for the policy, as well as any welcome packages. It then took me to call them to send this through and the lady who I spoke to was absolutely rude and said it was somehow my fault that I didn’t receive it and that maybe I hadn’t checked my emails properly. It also took them almost two months to get my transfer certificate and apply it. Even when I manually sent to to them myself, as well as Australian unity sending them one. When I did finally get that sorted, I found that I had to wait another 12 months for my major dental, when I have already served the waiting periods and my annual limits were not higher than the ones I had with Australian unity. They then proceeded to tell me I had to wait another extra 6 months for my optical. Again, I had served the waiting periods for $200 and only needed to serve the 6 months for the extra $50. When I contacted them about this and questioned them. They cancelled my policy without my permission. And now I am left with no cover at all. I have even tried contacting them about this but I get no reply.

As someone who sells health insurance and one being NIB, I can absolutely say. I will NOT ever be offering anyone NIB, ever again. And I will be making it clear that NIB is not a trustworthy health fund.

One key question to NIB would be "Would you ever remove critical cover from my policy without ensuring I had acknowledged and consented to changing to a new policy that meet my specific needs?" I found out the hard way that NIB show no compassion and just keep taking my premium each month even though I no longer have the critical cover I need.… Read more

They then insist I have to wait 12 months on the new policy to make a claim for the critical item I thought I'd been paying for. To add insult to injury the premiums for the corrected policy would have been less than what I paid, and they still won't budge on the 12 month wait. Think twice before choosing NIB!

I'd been with NIB, changed to another provider then switched back. 7 weeks on I'm still waiting for my continuity of cover to be recognised. I've lodged a complaint with the Ombudsmen. One more day for NIB to contact me with a resolution. I'm not holding out much hope. Show details

I've had massive problems since moving to NIB for extras. Issues with waiting periods, a horrible user experience with the waiting periods and the coverage and a poor live chat experience. Switching to NIB for extras has been a disaster and huge regret for me Show details

If I could rate lower I would! I have been trying to cancel my policy of 1 day and have had no success what so ever to actually speak to someone that can and will help me. I have attempted to ring them 5 times yesterday alone with waiting times of1 hour and 45 minutes at one stage! Promised a call back twice and I am still waiting. Absolutely appalled at the lack of service. Glad I opted to stay with previous provider. Show details

If you call them you wait 15 minutes until some specialist takes your phone call then this specialist can’t help you and you stay on line for another 45 minutes until they take your question First specialist is useless I think but getting paid from us members a good specialised dollar lol Show details

What a reprehensible organisation. I’ve been a customer for 10 years and have quietly paid my monthly fees without ever making a claim. Now due to a sports injury I need an operation and how much are they willing to cover - you guessed it, $0!!! Show details

I am extremely dissatisfied with the cancellation process at NIB Health Insurance. During my initial call, my identity was fully verified. Despite this, I was informed that cancellation cannot proceed without a secondary callback [from an unknown number] within 3 business days to reconfirm my personal details. No alternative secure method [such… Read more

as written confirmation or online verification] was offered.

Given the prevalence of scams, requesting customers to disclose personal information to unidentified callers raises legitimate security concerns.

I also attempted to resolve the matter via online chat and was placed on a same-day callback list, which was not honoured.

The process appears unnecessarily restrictive, complicated, inconvenient and creates avoidable barriers for customers wishing to cancel. I expect a more secure, transparent and efficient system. Very disappointing experience.

UPDATE (1 June) I am extremely disappointed that this issue remains unresolved almost three months after my initial cancellation request.

On 4 March, I contacted NIB to cancel my policy. After verifying my identity over the phone, I was told that I would need to wait for another team to call me back from an unknown number to reconfirm my details before the cancellation could be processed. I waited, but no one ever called.

Despite my cancellation request in March, NIB continued deducting premiums from my bank account through April and May. When I contacted NIB again on 1 June, I was informed that they were unable to refund the April and May payments and that I would once again need to wait up to 48 hours for an unknown number to call me back to reconfirm my details before my policy could be cancelled.

I find it unreasonable that a customer can verify their identity during a cancellation call but still be required to wait for another unsolicited callback to complete the process. It is even more concerning that payments continued to be taken for months after my original cancellation request, yet no satisfactory explanation or resolution has been provided.

This experience has caused significant frustration and inconvenience. I expect NIB to review this matter, investigate why my March cancellation request was not actioned, and provide a fair outcome regarding the continued direct debits taken from my account.

Almost non-existent customer service, phoned NIB, the AI hung up on me, I did a chat and it would not put me through to a human. I phoned again and it had considerable trouble understanding me, I finally got put through to a human, and expressed my frustration and he was angry with me because of my complaint. WoW. Been with them since early 80's on and off, used to be great, Now, the words don't describe Show details

I really had really really very bad experience with this insurance. I am blaming myself why i choose this insurance for my father in law. They came from overseas, I was authorized person and got policy for them and paid everything from my pocket. They told me when they return I can email the cancellation form signed by my father in law then it… Read more

will cancelled. They left the country two days ago, i emailed them cancellation form but now they are saying they have to upload the form from their end and they have to talk to service provider. I already told them he doesn't know how to speak English or open this browser to upload. Now they are saying they can't cancel his policy, really ???? they want me to pay them for nothing. My father in law is already back in overseas. I told them i am happy for them to provide their return ticket, passport details all evidence that they are back but still said they can't cancel policy. BUPA and Allianz has far more better service than this company. If they have explained all these before I bought this policy, I would never ever had join, they just told me I can email them cancellation form signed by my father in law. If you guys are getting insurance for your parents from overseas and if they doesn't know how to speak and write English than never ever use this insurance. They doesn't deserve even 1 star it should be on 0 or minus.

15+ Years With NIB After being a loyal NIB member for over 15 years, I’ve just had the most frustrating and disappointing experience imaginable. I have been paying for a premium plan for years, believing I was properly covered. Yet I’ve now discovered that my plan actually provides less coverage than cheaper plans that NIB currently offers. At no… Read more

point did NIB ever bother to contact me, review my plan, or advise me to adjust my cover—even though my claims history clearly showed I wasn’t getting value. Now, when I urgently need support for cancer treatment, NIB informs me that I’m not covered and must serve a waiting period. This is despite the fact that I have consistently paid higher premiums, trusting that I was properly protected. This is beyond disappointing—it feels like a complete failure of customer care. After more than a decade of loyalty, to be told “your plan doesn’t include that benefit” when facing a serious illness is absolutely unacceptable. I cannot recommend NIB. Choose a provider that looks after its members, not one that leaves long‑term customers stranded while continuing to increase premiums. Deeply disappointed and strongly advise others to look elsewhere.

I was doing online quotes as it’s that time of year. Check NIB, more expensive and go fine. I get a call from someone rude and arrogant. Firstly, I was not expecting a call. Other insurers ask if you want a call. He was rude, unprofessional and arrogant. Stating he knows other insurers policies and will give me a better price. I stated I use… Read more

my extras a lot for my son, his response of but you don’t really use it much as you don’t use everything. I stated I don’t want to drop my level of cover, he tells me I need to look to do that for a better price. 10minutes of him being rude before I cut the call. I used to be a NIB customer, but this level of service and interaction just reaffirms my decision to leave

This review is about a Staff. I used to work for NIB. I was working with [Name Removed], He was the worst team managers I had ever worked with. He does not respect anyone, Just yaps in team meetings and goes away. He favours a few people in team and only talks to them. He dislikes people like me, he does not like Asians, and other ethnicity for… Read more

some reason. The head of contact centre [Name Removed] is lovely and helpful but she is very busy. Many of my colleague resigned from NIB after working with this person. When we are working, we have to struggle under people like [Name Removed]. Main reason why I am doing this is, I do not want other people like me to suffer under this id*ot. I was tempted to use another word but did not want to do it.