Online and app claim facility is poor
The online claim facility for Qantas insurance is a problem. Uploaded documents are clearly readable on their site viewer, then claims are rejected as the documents can not be read by insurance staff. I was then recommended to use the Qantas Wellbeing app on my phone to submit claims. After lengthy phone call, this was equally dysfunctional. Would not recommend this insurer, despite their polite and well meaning phone customer service.......
Worst off boarding experience ever.
Been with insurer for 6 months. Have now changed insurers and Qantas is required to provide me a refund for the outstanding months. I cancelled the credit card that I used to to pay for the insurance in January months ago however they have attempted to refund back onto my cancelled credit card and now I will need to go to that bank (which i have no current active accounts with) to request them to transfer my money to my bank account. Huge inconvenience and unnecessary. Poor off boarding experience and would highly everyone to avoid Qantas
Worst insurer I have ever been with
policy has been trouble from day 1, claims take forever to pay and I’ve been to the ombudsman twice. Avoid like the plague, nothing is ever simple or easy with them
4 years and every claim has been rejected or requires resubmit
This policy (Basic Hospital, Basic extras and $500 excess) is poor value, with minimal coverage and convoluted claims system. Many providers don't auto reimburse or recognise it as underwritten by NIB. Expect 10+ minute waits for calls.
Would give them 0 stars if I could.
Please please please AVOID Qantas Health Insurance. They're absolutely horrible to deal with.
Went to a no gap dental place and when they tried to put it through it came up with an invalid charge. Spent 20 minutes on the phone with them trying to solve the issue. At the end I needed to leave so ended up paying the full amount.
Now they're giving me bullsh*t about it not being no gap and will only reimburse me only 60% so i'm being ripped off on a monthly fee and being charged for something i shouldn't be if their system had worked. They tried...to blame it on hicaps which obviously wasnt the problem because hicaps was working for everyone else. For reference - I have used Bupa, HCF, Medibank and even NIB(!!!) at this dental place before all without a gap and without issues with the system. Zero recognition for the time i spent on the phone trying to identify why their system didnt work. Ended up picking the little one from childcare late because I had to wait with them on the phone. AVOID like the plague!
Buyer Beware Forget Qantas As A Health Insurer
When i signed up in August i was not informed that any items i had used with my previous insurer would be deducted from the cover i have chosen and would have to wait till January 1st 2020 to lodge claims EG Optical
They did not mind taking the monthly payments but give nothing in exchange.
It is the old saying "the devil you do know is better than the one you don't"
I would hate to think of what i will endure when i do lodge a claim.
QANTAS may be a good Airline but forget the rest of their products, stick to your main core business.
I know they use NIB so it does not look good for them either, QANTAS should think twice before the ruin an elderly couples health insurance cover.
This is a hopeless health insurance provider! Every time I try to make a claim it gets rejected. It takes longer than the 5 days they say it should take. Make matters worse their rejecting a claim that they themselves filled out the paperwork for me. So not worth the qantas points! Think its time go back to my original provider!
Paid for nothing, based on their policy, nothing can be claim at all
I paid $360 for a Gold hospital with extra and yet, nothing can be claim. I have submit an optical claim and say that the company is not in their register list. In case, I haven't seen any register list before and there is no ways to check it out, only by phone. They also told that the register list change time to time. It is very non-sense that hey can say what they want in this policy. Is it means that when I have injury, I still need to get up and give them a call before I do my treatment?
'No gap only' fund - bad news
After hospital cover that will not leave you with outrageous gaps? Look elsewhere. Qantas Health Insurance (underwritten by NIB) is not for you. After cheap insurance that will pay the legislated minimum when you need it? Qantas could be right for you!
- Extras cover is generous and competitively priced. It also works on a percentage back model, which means you are free to choose any provider and you will get a guaranteed percentage of the cost back until you have exhausted your annual limits. For example, if the psychology bill is $...
Worth the money
I've been using these guys for 6 months and haven't had an issue. Easy to claim both online and through HICAPS, website shows how much you've claimed and how much is remaining. I went from hosp/extras to just extras with no issues - costumer service was a little slow but got the issue resolved and confirmation email confirming. Everyone always comments on how much I get back.
Nothing is working
First time at the dentist had to ring them as card wouldn't activate, they had to cancel the card and send me a replacement, again after contacting them I couldn't even get into the website, rang again "Oh your number hasn't been linked to your card" Tried again this morning and I can get so far then the site is down or whatever. Very frustrating, paying the same as we did with HBF but a none of this drama.
Qantas health insurance has been nothing but an absolute nightmare to deal with.
The customer service is non-existent. I have been back and forth for over a month in regards to an inquiry and have had several different team members give me different information.
Save your money and time and go elsewhere!
Don't want to help
Try to locate a reward gift. I have been in contact with the customer service via chat and phone. I can't get a simple answer on my question. Chat does provide me with different answer and say they will touch base within a time frame which they don't. Phone calls drop out after been put on hold already 2 times out of 3.
Wish I never went with this company.
Misleading and deceptive regarding transfer certificates and dental coverage as well as orthotics coverage
They put $720 of HIF dental into the general dental category to try to save them money despite knowing that preventative dental was unlimited under both the new policy and old one. It took 4 contacts to the ombudsman to get them to fix it and every claim to date has been paid late.
We are currently arguing about whether an ankle brace is 'medical'. It seems obvious that no one would wear something so ugly unless they really needed it and given it was recommended by my orthopaedic surgeon, it must surely be medical. They have referred to intern...al lists of orthotics not supplied to the customer nor accessible to attempt to deny the claim. Eventually they fixed the dental coverage. October 24th 2019 Update: Pretty much fights even claim then pays after ombudsman involvement Been with Qantas for 2-3 months, had problems with transfer certificate. I did get 50,000 points. It is more expensive than HIF and the extras limits are lower. They have fought every single claim and initially denied them all and then paid after argument via ombudsman. They are slow to pay. I recommend you look elsewhere and go for a not for profit and save yourself a lot of hassle. The points arent worth that much anyway.
Highly recommend Qantas assure.
We have with Qantas assure for over a year now.
I had a operation and a procedure done within the first year, they paid for it since it wasn't pre existing.
Claiming has never been a problem and get paid quickly.
Everyone I have spoke to on the the ph has always been very helpful and polite.
We received 80,000 qantas frequent flyer points for joining, these were loaded automatically a couple of months after we started the policy.
I changed because of the points.. pd $500 excess for day surgery all good no dramas dental claims easy staff always polite.Can't see why others have had poor experience love the well being app fun plus points
"Assure"......this insurance company assures you zero!
20 years i have been paying for private health cover. Last 2 years we switched to this insurance company and i would not recommend them. They all say they care......you are a number and only a number. I decided to leave because of they way Qantas Assure went about my situation, no effort to keep me on as a customer.........though if i was not just a number they would have looked into our file/records or even notes on system and called to ensure we stay on as a customers. "Assure"......they assure you zero!
In early May 2019 I transferred my private health insurance to Qantas Assure primarily because of the FF rewards.
3 weeks ago I attempted to make my first claim for a portion of my gym membership (the form was appropriately completed & signed by my GP & accompanied with the gyms receipts). My form was returned to me via email requesting additional supporting information. I provided the information requested and resubmitted my application last week. It was returned to me yet again requesting even more information but failed to explain what,...exactly, they needed. As everything appeared to be in order on the form I phoned their help desk for clarification. Chris told me I needed to include a provider number from the gym. When I explained the gym did not have a provider number, but were a preferred supplier by NIB, I was told that they could not reimburse me. Before terminating the call I expressed my disappointment & was questioning my decision in using them. After a few minutes Chris called me back and advised that they could only reimburse me a portion of my claim. I am yet to see any funds. Qantas Health Insurance either don't know what they are doing or they have a corporate policy to push-back on reimbursements. Either way it's an appalling way to treat their customers, particularly, in such a competitive environment. I now have serious concerns about their ethics.
Good value and professional customer service
I did not claim anything while being with Qantas, but contacted customer support on a number of general questions and was getting expected level of professionalism.
After a while I transferred to another insurer because of attractive promotion. Qantas refunded prepaid fees without any troubles.
Had some issues with logging to online account and activating wellbeing app.
Review options carefully and probably dont switch
I spoke to John in the sales centre last weekend to initiate a policy He assured me my cover was the same as the Medibank Private policy I am leaving
This apparently is not the case – my extras cover is limited to 75% for commonly used items of preventative dental and optical and I had 100% with Medibank Private
I reside in regional Queensland – there are no nib providers here and I was not informed that 100% is only available with nib – the nearest is a Brisbane provider – 200km from Cairns
It is outrageous that this is the case and tha...
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