Reviewer Photos & Videos
They are a nightmare to deal with. Save yourself the heartache
If you complain about the amount of calls you get a week they will increase the number of calls out of spite. They tell you that you need to identify yourself to get them to stop calling you twice a day to “talk about your policy”. Dont do business with them
I recently joined NIB and it’s one of my biggest regrets. I have been trying to claim for recent surgery and it’s been so difficult. I have submitted my documents online as requested three times now and each time they tell me they require the exact documents I’m sending and receiving a confirmation for. I called to try and get some assistance. I was on hold for 27 minutes and when I finally spoke with someone, she said she couldn’t see my documents yet. Today I submitted them again and Emma from Messenger tells me she can’t see anything and ap...ologises for the inconvenience. My belief is they do this so they don’t have to pay out claims. Oh, and today they took another premium from me. Whatever you do, DO NOT JOIN NIB. They have been the worst organisation to deal with. I will be canceling my membership ASAP.
You’d be better off lighting your money on fire once a month.
Terrible value. Terrible service. You’d be better off lighting your money on fire once a month. On multiple occasions I called to ask how much I would get back on a claim, then went and paid for the health service and when I submitted the claim they would pay me a tiny fraction of what they’d quoted me ($250 of $1500 in one instance). When I called to ask why this was they would basically say it’s all my fault for trusting their word instead of combing through the policy for every loophole like they had. Absolutely furious. Do not use this “service” (if you could even call it that).
Couldn't organise a rock fight in a quarry.
Put policy price up but reduced cover. Kept charging me after the policy was cancelled. Taking weeks for them to sort out. Avoid then like the plague, they have no idea.
Fantastic customer service
Having recently being admitted to hospital, I found the journey with NIB to very easy. In fact, I simply paid the excess and the hospital and NIB liaised directly with no headaches for me to contemplate.
In saying this, I'd advise everyone to ensure their policy covers their respective item numbers provided by their surgeon - this way you eliminate any surprises such as; gap fees or not being covered at all. I did my research well before committing to a health insurer and a lot more calls between NIB and myself prior to surgery to ensure I wa...s covered 100%. My tip - obtain all information from your surgeon/specialist and then follow up with NIB to discuss the quote, gap fees, anaesthesists costs etc. Most people leaving a low review should not make assumptions upon admission that all will be paid and spend time beforehand ensuring they are aware of their out of pocket costs. All in all, i was very surprised with the service as I had read all these 1-2 stars posted previously.
Excellent customer service
I have just switched over to another fund from Nib. I was with you for 21 years and I must say you have the best customer service ever.. Well done
Specialists Not Participating with NIB Access Gap Scheme....Out of Pocket over $1000. BEWARE
After being loyal customers for 26 years we have changed. Most specialists in Brisbane will not participate in NIB'S Access Gap Scheme which left us out of pocket over $1000. Only a small gap paid with other funds. BEWARE.
pretty happy with extras
I am with NIB for 5+ years (extras only). pretty happy with them.
Get free dental check-ups and gap-free treatment.
I like their dental clinics in Sydney but here in Canberra they only have 1 center and almost impossible to get a suitable appointment there. it is good that private dental clinics offer gap-free checkups.
Claimed a few times for ambulance and glasses, everything was done quick and easy.
their phone app is a disaster! never can logging from my phone for months. it just keeps asking me to log in again and again.
- Verified customer
Essential items not covered
Until now, my NIB policy covered 75% of the cost of prescription glasses up to the specified limit, including the lens thickness specified by the optometrist.
Costs were increasing, so I shopped around and found I could get equivalent lenses for half the price at Specsavers. But apparently NIB requires different codes and NIB won't pay the stated 75% of the cost of the lenses I'm advised I need. A policy that excludes essential items isn't worth the paper it's printed on!
Good vision is important. Anyone who needs good eyecare products ...shouldn't be with NIB. Update: The NIB policy booklet is 56 pages long. It states that they don't cover fitting new lenses into an existing frame (discriminating against people who can't afford new frames) as well as tinting, coating and hardening of lenses (to make them last longer, perhaps save policyholders money in the long run) but there are no stated exclusions the lenses that I'm told I need. So if don't go with NIB if unless you want nasty surprises about unfair, arbitrary exclusions that aren't even stated in the policy.
Anaesthetics not covered
I am so disappointed I had to go in for a major operation and the anaesthetics bill was $4000. NIB didn't cover it, so I had to pay all but the scheduled medicare fee. I was over $3000 out of pocket
Total rip off and don’t call back when they say they will
Had a $250 excess but was told it had gone up to $500 unless a letter from dr confirming not a pre existing condition. Got this plus phoned nib & was assured was $250. On day of surgery hosp was advised by nib $500. Had tp pay up. I called next day to sort out plus the next 2 days only to be told they will call back.......ha waiting 3 days so far.
They don’t care.....all this stress when you are having surgery not good or helpful in any way.
Crappy Eye Care center and poor claim service.
Attended eye care center and got told by a staff to use Specsaver instead as NIB Eye Care charges many services Specsaver doesn't. Also old equipments and poor ranges of glasses.
Submitted multiple claims but got rejected and they asked for many more supporting documents for a tiny claim amount.
Expensive premium and uncompetitive products.
removing treatments and then making you pay more to get them back
NIB made the decision to remove these treatments from a range of our lower levels of cover. BUT Wait, We understand the treatments listed are extremely important to some members. Please be aware there are other cover options available to you that include these treatments. Yep pay more $$$$ Just a way around to get loyal customers to pay more money. Greedy
Waste of money
4 years of paying top cover for my children, required 1 specialist appointment and it was declined. Because, NiB appears to have a clause for everything to ensure they dont actually have to pay anything out to anyone. Dishonest, money grabbing thieves.
NIB is all about profits and not a personal service at all. On attempting to claim for my partners breast surgery (which we are covered for) we keep getting automated email replies saying it has been rejected without any reason or phone call as to why, then we have to call hotline to find out why then start the whole process again we are now going on to the third month of trying to get this claim across the board. as soon as this is done i will be changing private health insurance providers for myself and family. To be paying so much per year for a company that doesn't provide a streamlined service is ridiculous.
Worst Experience with Health Insurance
I had some worse experiences with other health insurance but this is the worst.
I did not get GP visits for my parent's claim paid fully, even though I do not pay anything when I use my medicare. Medical center does bulk billing. I paid premium for GP Visits included.
Insurance got terminated because they do not provide it if visitor stays more than 1 year even in current pandemic situation.
Dreadful and misleading, all about profits and nothing about patient care
What a rip off, After years of being a member , as i was away overseas for an extending holiday they made me go onto a wait period for a simple gastroscopy, so after 6 months wait , i get told as I am in a public hospital, medicare cover 75% and I have a pay $500 excess , so in reality NIB pay nothing . What a rip off , and I would have been better to have been told this 6 months ago . Very poor advice and totally misleading company. I regret being a member for all the years. I rang up to complain and was told to cancel the policy if I am unhappy . I pay more than 300 a month for my partner and I , Its a absolute rip off
Influencing bad decisions
I was with another health insurance provider and due to the rate increase across all providers I did a quote online on NIB however didn't proceed with it. I got a call from NIB asking if they could assist me and said they had a special deal for 6 weeks free and advised everything else was same with the other provider as they were the administration of the other fund so have access to my details.
I signed up based on that advice and did double check with the staff and was assured. However from the first claim was declined. NIB were meant to ca...ncel and transfer my old insurance but it didn't happen and both the insurance were active and both were being charged. NIB cancelled the other insurance and arranged the refund and told I can now submit the claim. However on submitting again got declined. This always worked with the other provider so I called to find out why and found that my cover doesnt cover it. This is false guidance that I was made to sign with NIB and they should have a duty of care not to make bad advices to the customer. Anyway in the process of cancelling with NIB and though helpful been very time consuming affair and a total waste of my time. Giving bad and false advice is not acceptable and funds should have a duty of care on customers . Gave two stars as NIB did try following up and rectify the mistake however has taken a lot of my time unneccesarily.
- Verified customer
Time to break up
I've been with these clowns for 25 years. Prior to that I had a year with an employer fund and then 5 years with these clowns. Back then they were great. Oh yeah: before demutualisation. Earlier this year I upgraded my extras and, despite receiving no waiting period for my new extras, suddenly found myself locked out of existing extras for the "waiting period". Upon querying it I've been told variously that was a glitch, that I would receive a goodwill waiver, and why not just wait out the wait period. The fact is there should've been NO WAIT P...ERIOD. Period. So I asked for a rebate for the time I could not use the extras I shouldn't have been locked out of but was. This was denied because, uh, all I had to do (apparently) was go to a provider and use their service and try my nib card and it would have been permitted. Yeah, we all do that, don't we, when the policy says we don't have access. We all want to use a service and face the embarrassment of the claim being declined at the service provider. So functionally I was locked out of extras I shouldn't have been. Twice in the last few years I've allowed their retention team retain my membership when I've tried to break up. Third time is around the corner and retention had better not all me or they will cop a gobfull. Their aggregated rating on this site says it all.
Keep jacking up premiums and you get nothing back.
They have just increased my premium, and I ran out of chiropractic cover so now out of pocket with that. These guys are a profits driven insurance company with no care for their customers. Thought I had a heart issue and needed a stent, also not covered and had to pay more for extra cover.
Questions & Answers
I have never had a problem give them a call and sort it out that way they are very helpful
I’m on work Visa, I've been with nib for 4 years. Does NIB cover surgical or liposuction lipoma removal.
Thank you for your question Paul, We have sent a response to your inbox.
Please contact our nib International Working & Visitors Cover team (OVHC) to discuss your cover on Phone: 1800 775 204, Email: email@example.com, webpage: www.nib.com.au/overseas-working-visitors. Our International Businesses teams are available 8:30am to 6pm weekdays (AEST).
Kind Regards, Richard.
I was diagnosed with breast cancer in July this year and underwent a double mastectomy and reconstruction through the private system as we had health insurance through your fund and were of the understanding that we were covered for this. That was until we tried to make a claim. Did you not only decline this claim for the surgery you also declined the hospital stay.
This has put additional stress on my family and myself for which we do not and did not need. Thanks to you we have been left out of pocket by $30 000. We always knew there would be out of pocket expenses but for your company to simply decline everything is just callous and wrong. We always paid our premiums on time and you did not seem to have a problem taking our money for that, but once we tried to claim fo something that was life saving we come up against a big red stop sign from you.
You have left us broken and struggling when we were once just a normal family living a good life. This year has already been tough enough due to COVID19.
Let me tell you about myself, I was 49, no direct family history of breast cancer, i have 2 teenage children and a husband who would do anything for our family. This diagnosis turned myself and my family upside down.
I have been staying behind the scenes while my husband has been trying to get you to reconsider your decision but the time has come that I can no longer keep silent about this as it is tearing us apart. I am also embarrassed to be put in this situation.
A company such as yours who made a huge profit this financial year and sprout that health insurance should be easy to claim and good value really need to reconsider this statement because there has been nothing easy about this.
I just hope that there are not other people out (your members) there that are facing the same situation as us.
I would welcome you to contact me but I doubt that will happen and I know this post will probably be deleted. I feel people need to know how you treat your members while your CEO pays himself a nice tidy bonus while we are left struggling to now make ends meet.
All we ask for is a fair go, not too much to ask for .
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