Qantas Assure Health Insurance

The absolute worst. I warn you, do not take out insurance with Qantas Health insurance. It was the worst decision ever and now we have to get the Ombudsman to take action because they are so bad Show details

*** AVOID *** 1. QANTAS receive a commission for your policy. They don’t tell you this clearly. 2. Customer Service is based in the Philippines. Yes, people overseas accessing your private health information. 3. Claims are a nightmare. Many specialists in WA refuse to deal with any brand connected with NIB, meaning you have to pay for your… Read more

treatment UP FRONT! Then you have to go through the headache of making a claim. I wouldn’t be shocked at all if hospitals in WA also require full payment before hospital admission.

I had a good look at this before deciding it’s just not worth the risk for the privilege of QFF points.

Never had any issue and get loads of points – Never really had any bad issues, was able to claim on the spot and always had a great customer service experience. Plus the qantas points are mostly the reason I go. Show details

So far so good - excellent customer service exp – Firstly, i have not had a chance to claim so this is just based on my initial transfer from medibank. I stayed with medibank for 12 yrs (entire time i been in this country) because they were good enough and i didnt want to jump ship too often on health insurance. I however saw that Qantas has been aggressive in the ins market recently offering… Read more

lots of QF points. I actually moved my car, building ins to Qantas and to Red Energy as well. Everytime i speak to someone on the phone (or do live chat which i love), I'm speaking to someone local and it's just been seamless.

Especially with health insurance, I called them after my cover started to possibly downgrade one level, the staff member told me it would be $7/pw less and it was not worth it to downgrade to bronze hospital, but then he added depending on my personal circumstances, that amount could be important to me. The entire call i felt he was reading my mind about my concerns and exercised empathy. I work in life insurance claims strategy and I am frustrated by how life insurers can do so much better but some senior management just don't care / carry no relevant experience to make meaningful change. So to see something like this for me is refreshing and downright impressive.

I might add that all of qantas prices have been competitive, and i was on bronze hosp with medibank, and now silver hosp with qantas and pay only a little more. I was also with AGL for years and red has been very fair with price so all my move to gain qantas points I didnt feel they were luring me and I'm sure if i do have future complaints, I'll be able to sort it out.

All experiences have been great! – I have had no problems at all. Refunds are good. Service great, never had to wait long on calls, friendly helpful staff. Easy to claim. Most times just use card. Show details

I have moved and wont be back - I am obviously just a number to Qantas Health Insurance – I have moved and wont be back - While attempting to claim on a small extra, I experienced such obstacles that I was genuinely concerned about ever having to take out a claim if something dreadful was happen to a loved one on my policy, where I actually needed real help. I had an extras claim denied, due to "insufficient details" given on the… Read more

invoice. Upon calling to find out why the claim was denied; as all the information requested was provided on the providers invoice, the "customer service" person told me it was being denied because the information wasn't in the format they are used to, however, was able to tell me that he could identify and see the information was all on the invoice. Being a health Insurance customer, I really need to know that my best interests will be considered in the event of a need for a claim, and the last thing I should be worried about is how my insurance provider is going to handle my claim. I'm a human and will require support in the event of an accident - so if the information is all there, accept it and move forward - who cares if its not in the format you usually receive it in; I may be in a hospital bed trying to navigate a claim and this sort of assistance wont help. I understand certain and explicit information is needed for a claim and I would never suggest I deserve to be paid for a claim without providing the required and complete information. I am obviously just a number to Qantas and its obvious they don't want to pay their customers back on anything.

Incorrect charges – I only signed up Qantas Health Insurance on 21 Feb 2024 and my direct debit was set up to pay the premium $95 WEEKLY. But I was charged different amount every week since I signed up. And one of the week I was charged around $390. At the same time, I received an email from Qantas that my premium would be increased from $165 to $171. Everything is not making sense. Show details

Changed from Medibank to Qantas (NIB) – If you are looking for quality, NEVER change from Medibank to Qantas. I was informed on the phone their cover was better than Medibank in dental which was not true. I’m just waiting to get my Qantas points bonus to change to another provider. I’m very disappointed. Show details

Too hard to make a claim and overpriced – The insurance is overpriced compared to other companies. The submission form for a claim includes uploading a photo of the receipt. 10 to 14 days later the person at qantas assure will send you an email if it's been paid or not. A month of waiting and a few hours of frustrating effort to try and deal with this garbage health insurer. I've given up… Read more

on trying to claim $150 because I've wasted more than 3 hours battling with the garbage claims system and staff. 0 stars.

Online claims pointless – Not sure what the point of this insurance is. The signup points are only worth it if you plan to switch immediately after getting them Sometimes I forget my insurance card at home and need to upload a receipt (by the way Qantas oddly doesn't have a digital health insurance card). But I've been declined for every claim that I submit online with… Read more

the bizarre generic reason being that I'm claiming for something that was before my policy started. Even when it was with the same practice from whom I get an immediate while I using my physical Qantas insurance card.

And there's no way to reply or dispute that email except by calling their customer support. With Bupa, I'd submit every claim on the app and get my rebate in a day. Whereas Qantas health insurance claims all you need to do is upload your receipt and get a response in 3-5 days. They take much longer than that, and only to reply that I'm not getting anything.

Fortunately these haven't huge amounts but clearly I'm paying for nothing. Best to switch providers before you have a more major claim.

Very bad customer service – I recently had surgery and submitted my anaesthetists invoice to Qantas health insurance in order to get the benefit. Was advised that I first need to contact medicare to see if the item numbers are eligible for reimbursement. What kind of show are they running?. Forget earning frequent flyer points and never take out any insurance products with Qantas. Show details

Impossible to Contact Qantas Assure Health Insurance – I have rung listed number and new number online, but the listed online number is only for travel insurance. The number on my member card only connects to a recording and nobody answers and it only relates to car or home insurance. The recording goes on to say all other enquiries ring business hours from 9:00 am. I started ringing at 9:30 am and have now rung at least four times. Have employees been sacked? Show details

HOPELESS - FORGET Qantas NIB Health Insurance – Poorly trained rude staff who show no interest in providing a service. I am a 77 year old woman who after a full knee replacement rang Qantas NIB for help on how to lodge a claim. I was given minimal information which has delayed payment of my claim (by 8 weeks) and in fact when I inquired why my claim had not been paid was told Qantas NIB were… Read more

a few weeks behind in processing claims. No attempt was made to see whether authority was received from Medicare. Following this up with both Medicare and NIB I was told my NIB Policy No was not in Medicare's system. Several lengthy phone calls back to NIB and Medicare without satisfaction or payment. I am going to cancel my QF NIB health insurance. Absolutely hopeless.

Avoid Qantas Health - worst service and coverage – I have had this Health Insurance for several years after switching from Medibank and had not used until recently for glasses. As I did not have my card and the app did not have a digital card I paid on Credit Card and tried to claim. I am covered up to $250, I paid $199. QANTAS only reimbursed $119. With the first claim attempt on the day of my… Read more

eye exam and ordering glasses, I used the receipt that the store provided and advised would be all I needed. It wasn't until I was contacted 2 weeks later by the optometrist to collect my glasses, that I realised that I had not been reimbursed or contacted by Qantas. I looked up the claim and it had disappeared. I contacted Qantas complaints to be advised the receipt was not sufficient and that I needed a tax invoice which had the same information as the receipt, which the optometrist provided and I sent. Another week later and I was sent an email advising I am only being reimbursed $119. When I was with Medibank I was always reimbursed up to my limit for glasses. Qantas are a complete rip off with no real customer service. They are happy to collect premiums from years and then not pay claims when you make a claim. AVOID QANTAS INSURANCE. Medibank was much better and easier to claim, and paid per the policy. I will be changing back asap.

Starting to refuse claims without justification – I have Extras cover and am leaving them shortly. With portability there is little point staying with them. Their coverage of kidults on family policies is now among the poorest of the funds. They can't be contacted by email, only by phone during business hours. I have claimed far less than I've paid in over the years, but was attracted by a… Read more

frequent flyer points incentive, and at least had no problem claiming, and claims were processed promptly. But now they've started to refuse small claims that should be covered, and without giving any justification, even when I challenge them on it. The staff who answer the phone have no idea. I'm not willing to do telephone advocacy and staff training on my own time for each claim, so I'm looking for a new insurer.

Avoid at all costs! – Dental isn't covered by bronze coverage. The insurance is from NIB and the app is just a scam for you to download more apps that collect your data. Nothing but a waste of time and money. Show details

Terrible – I had to leave the country a couple of weeks after getting the policy due to family member death. Qantas sent me an email to notify that my payment was overdue to which I responded requesting a link to update my credit card details. They never replied and cancelled my policy with no option to renew the policy. Never got to use the policy, lost… Read more

the money and the time holding the insurance. Still waiting to get a call from them as the complaints teams is never available

Heartless and selfish – My wife took this out insurance policy out and until recently they had not been used 5 weeks ago I found out I had bowl cancer and they have been the worst to deal with when I presented to the ER the hospital where not able to contact them to confirm my insurance details so as a result I had to go to a public hospital I did not want to just… Read more

yesterday when they where called I now have to prove my cancer was not preexisting my having to run around filling out form while I prepare to start chemotherapy honestly who would not disclose they have cancer when taking a policy out

Failure 100% – I paid and transferred my health coverage on 27 Jan. Qantas Health promismed me that they would take care of the transfer immediately that that I wouldnt have to do anything. Today 03 March they still havent completed this. My former insurer tells me Qantas Health has FAILED to handle transfer as per guidelines. Many calls to Qantas Health has NOT fixed this. I was motivated by their promise of help. Do not trust them. They lie !!! Show details

Cheats – I had a 80 sqm ceiling damage and the assessor made the decision in under 2 minutes to then state, 'wear and tear' Absolutely shocking, would not recommend to anyone trying to use this insurance Show details

Deceptive and not transparent and expensive – I joined the health insurance and was told extra waiting times are waived. I discovered I was miss-informed and what I asked for in extras I didn’t receive. When I called to change it they said I have to wait 12 months. So I cancelled the whole policy and will go else where. The customer service officer when told this was not helpful at all. They… Read more

don’t care. Big mistake joining this health fund.I will spread the word through the services Australia Intranet.

STAY AWAY! Accessing Policy information is A NIGHTMARE – Golly gosh. Expensive - TICK. Customer Service is Crap - TICK. Website unavailable - TICK. Seriously, the page to log into my policy 'doesn't exist'. I call the number, over 40 min wait. I use the 'chat' screen - they tell me it's my internet browser (I cleared my cashe as instructed - but a 404 Error means the page doesn't EXIST - go… Read more

figure!)

It's a regular occurrence. I use to(barley) tolerate it for the points, but I can't fly for the foreseeable future - so SEE YA!

Go elsewhere – Covers very little despite having documentation they requested. Poor customer service. This is my first time leaving a bad review but something had to be said. Go elsewhere as they won’t reimburse Show details

Poor service – Poor value for money Poor customer service Expensive Covers very little Claims are minimal even though I pay $445 per month When calling they won’t offer info snd direct you to the hospital yet it’s clear they simply don’t want to answer  Show details

Absolute crap – I left the company for a better offer, 2 pending claims were since rejected (when all other claims before went through previously fine), Now I am unable to login to my account to resubmit the claim. called them twice the first time i was on hold for 20 minutes while the operator was checking the previous claims, at the end of the wait I was hung… Read more

up on, called again, and I am now expected to print out a form, go back to the dentist and get another receipt, and post the claims. how ridiculous the claims cannot at least be emailed.

stay away. most difficult insurance company I have dealt with.

Bronze/Basic cover doesn't cover childbirth – It was alarming to find out their Bronze cover doesn't include childbirth. My wife's first pregnancy was not easy and didn't exactly go smoothly. After our first child was born we decided to get private heal insurance. My wife and I were so upset when the hospital advised her childbirth was not covered, and Especially for $258 per month, I can't… Read more

recommend this health cover to anyone young or with a family. I rang to discuss this with Qantas to see if there was anything they could do, the phone representative had a very poor attitude and did not seem to care about our situation.

Being a loyal customer of Qantas for many products for the last 10 years. I plan on cancelling all services with them, despite Qantas being Australian, all customer service is atrocious and they seem not to care about their customers anymore.

Extremely disappointed.

Terrible!!! Avoid at all costs! – This company took random debits from my account, without my knowledge or authorization, consistently for months until I cancelled my membership, at which point they took another debit out after my policy was already closed, after advising my on the phone that I was going to be receiving a credit and assuring no more debits would happen. I have had to go to the Commonwealth Ombudsman twice about them. Disgraceful. Show details

The worst! I wish I could rate 0 stars – Policy coverage is terrible. Left extremely out of pocket on a claim despite calling twice before procedure to be told I would be covered. I had to pay for everything up front and, for example, one component of my procedure was $1200 - I received $56 from Qantas / Nib. I was also told that I could lodge all forms with Qantas and they would… Read more

lodge requisite forms with Medicare. I received two rejection notifications for additional forms that were required, despite lodging all forms I was told to lodge. I called again to query what else was needed and then informed that I had to lodge with Medicare first despite being told by Qantas/Nib otherwise (and the Medicare forms stating otherwise). Have now switched health funds. Never again.

Used to be good but service now is pathetic – Called 4 times re finding out about claiming a medical device on my top extras policy. Was given different information 2 to 3 times. Bought product based on information provided on last call. Bought device, sent claim in and they rejected it. One call was on hold 25 mins before hanging up. Useless.  Show details

Avoid this insurance – I was with another provider and switced to Qantas...boy it was a big mistake. My claim still have not been paid after 9days. Called them always being put on hold n still not resolved. They said my case has been assigned to a case manager n they will call me back in 24 hours. No one did. I still don't know what will happen to my claim. AVOID this insurance. Show details