Very slow response to phone calls.
I am sick of hearing the "we are experiencing a higher than usual number of calls" message, whenever I ring NIB, and being on hold regularly before someone answers my call.
- 2 reviews
- 5 likes
Took time but finally the claim was approved
I made a claim for hospital and was a drama, after long time a discussions the case manager resolved but initially was declined due they said is not covered. Note, I call them before go and they said go ahead. Very hard to contact the claim department and long time to resolve hospital claims
Stop the nuisance calls
NIB we have just signed up with you people after a serious failure in customer service with BUPA. We would like you to stop the nuisance calls from 07 30738900 to our number as we are called three times a day. We hope that we have a positive relationship with NIB as an insurer. We were with NIB for many years originally. These calls are driving us crazy and upon doing a reverse phone look up with have found that they are indeed a nuisance call originating from NIB and that many people are sick of them. Whilst we have blocked them we are tired of the ongoing text messages saying that they have attempted to call us. Please remove us from your call register. Many thanks.
Out of pocket
I am heading into hospital only to get call telling me that Nib only pays $220 and other funds pay $440 on the anaesthetic fee. Plus also play less on other product . Which u don't know till u have to uses it. Out pocket myself over $400 not counting $1500 for the doctor. And that not counting $500 excess which I had just paid for something that didn't fix my problem . I am silver plus No wonder people leaving health insurance.
Switched to a not for profit health care fund
I just switched to Westfund (not for profit) today after being with NIB for 5 years. I have no complaints with the service that I received from NIB, which worked well for me. However, I am disgusted with the opinions coming from NIB senior management at the moment, especially the ignorant comments on Americanising our more fair and equitable public health system. 1 year ago, NIB announced a net profit of $133.5 million for the 2018 financial year – an 11.1 per cent increase from the previous year. Their premiums have risen substantially on an annual basis for the past 5 years. They are not passing along their profits as savings to their customers. They definitely are not struggling with the current community rating system....
Did not initially honour some costs relating to C-Section delivery.
We had a baby and the doc decided to deliver through surgery. We were with NIB and this is my updated review.
1) The doctor performed some tests while in operation-theatre to deliver the baby which were not paid for. I have a letter from Capital Pathology that NIB has no 'no-gap' for such items unlike Bupa, CUA, PeopleCare, etc. They sent me a list of all providers who would pay for these and that NIB won't cover. Highest level private insurance not covering tests requested by the surgeon and the pathology people sending a letter that others ...cover it was shocking. 2) I had another $840 bill from Anaesthetist. I called NIB and they say the surgeon over charged. How could a top health cover not pay in full for the Anaesthetist ? In a nut shell, if you have a baby while being on NIB's top health cover which they say is specifically for Babies you may end up in some bills like us. Note : I raised with the ombudsman and NIB at the end paid for these. So I'm updating my review from my original 1 to 3 stars on the grounds everything apart from not covering these two bills were done well be NIB. If you are having a baby ask them in advance if they cover these and its been 2 years since my experience so they may have changed.
The devil is in the detail...
Being extremely dissatisfied with my previous health insurance, I changed to NIB a few years ago. Generally, it has worked as expected without too many unpleasant surprises. However, as with other providers it is equally frustrating with NIB that their premiums increase but inclusions and cover values decrease or disappear altogether - a clear and negative pattern since I have been a customer.
- Verified customer
Acceptable (probably should read 3.5 stars)
Considering the data collected/ claims paid, I would be happy to have a list of preferred/recommended service providers in closer locations (nearby suburbs, South Australia). No NIB Care Centres are available in South Australia.
In this case it was on-the-spot online claim settlement, however, on some other occasion/s of claims it appears to be contact service provider first and check NIB next to get details!?!
Customer service needs upgrading
Recently changed over from Medibank Private to NAB when I was promised that they would send me full updated details of our health insurance via e-mail.
This was not done!
Consequent phone call resolved the issue but it must be said that some staff members working at NAB need to up their game.
We have been with NIB since its beginning and have always had top cover with both hospital and extras. With our extras we were in top 75 and we were told by a customer service officer that we would be better suited to the new extras 85. So we changed. We enjoyed this cover for a while only to find out by letter late last year, that it was not viable for NIB and that we would be placed back into our original cover of top 75 , unless we picked another option. The only catch being that when we moved back to our old plan, top 75 the premium was inc...reased by $30 per month. Get it , get less pay more. We were already paying about $400 pm ourselves so after talking with staff we reluctantly have moved on , at least with our extras cover. To me that really looks like a case of the company looking after its shareholders and not it policy holders. NIB needs to lift its game.
Never can speak to someone when i call
call NIB and always lines are busy. Recorded message states "We are currently experiencing a high number of calls. How about we keep a place for you and call you back when you reach the front of the queue." - This is standard operating procedure. They are never on the phones. Other services ok.
Never on the phones
Not bad for what it is...
I am happy with what I pay, and I like that I can claim on some great extras. I was not happy with the customer service offered to someone who has been their customer for the last 4 years.
Good extras when you pay for it, relatively inexpensive, great app for claiming.
Bad service. The staff at NIB struggle with customer service, and getting a person on the phone who has the power to make decisions is difficult.
I reluctantly gave up my NIB insurance when I moved to Western Australia because they just were not suitable here. But previously I found them competitively priced, really easy and good to deal with, and would recommend them over most other health insurers in the eastern states.
Competitive premiums and one of the cheapest products if you just want to qualify so you do not pay the Medicare surcharge. Really good customer service, probably the best I have encountered among health insurers..
Probably only good if you live in NSW, Queensland or Victoria. I found that when moving to Western Australia that they were not really that competitive.
As mentioned, the claims process with the birth of our son with a private room in a private hospital was completely easy. I signed up for some extra stuff during my hospital stay, thinking that it would be part of out-of-pocket expenses, but I was happily surprised that NIB covered those too.
However, we have not moved on to another fund because every year the premiums would go up in line with a decline in the benefits covered. Good value before, but not necessarily anymore.
Went private with the birth of our son and the claims were so str...
Questions & Answers
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: firstname.lastname@example.org, 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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