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...
Bonus points are a fiction.
I made the switch to Qantas Assure in March, largely influenced by possible bonus points. Today I phoned up about my expected 25,000 bonus points, only to discover that because I transferred from NIB no bonus points at all. This was not made clear to me in conversations with the Qantas Assure sales staff in March (since it was a primary interest I would have remembered any such advice), nor was it quickly evident from the web site at that time. (I see that it is in the fine print on the web site for the current bonus point offer, but do not know whether it was somewhere on the web site of the March offer.) Very disappointed since I felt I had been misled.
Customer Service Says One Thing - Delivers Another
We agreed a two month period of grace, which actually turned out to be a suspension of policy (which was not made clear, but that's another issue) starting repayments on 15th June. QANTAS took 1.7 months payment on 3rd June which we were not expecting and trying to get a refund of the amount taken several hours on the phone and has seen promises of agreed refunds not being the amount agreed nor in the timeframe promised. I have little faith that they understand their finance systems.
Customer service personnel are polite but seem ineffectual or inefficient.
Maybe you do get what you pay for?
- Verified customer
Dont bother - not worth points
Policy value doesn't cover much but I was aware of this but shocking customer service and they will make claiming so hard despite their own mistake of not covering me whilst confirming their will be no waiting periods once I switched.
On claiming you have to speak to several people who give you information which is incorrect and make claims so difficult and almost impossible to fulfil criteria. They also done pay out claims until you keep chasing them.
I certainly do not want to be chasing them if I have had a major health issue as a basic rem...
Qantas is a nightmare
i tried to ring qantas i was on hold for hours , anyone wanting to find anything out is a nightmare , nib would not help me even though they are the underwriters, so i changed to nib direct , even though qantas gives you points its not worth the nightmare ,don't do it
Poor customer service - only worth changing for the frequent flyer points
I was about to change to NIB when I realised I could get the same policy with Qantas and get a large number of frequent flyer points at the same time. However I was soon to learn that, that this is all this policy is worth, the frequent flyer points. Their customer service is appalling. I was given misleading information from the very first conversation I had with someone. I had to call up to query the payments they had taken from my account as the amount I was told I would be charged and what was actually taken from my account differed. ...Then when I went to make my first claim it was declined. Upon appeal it was paid - apparently an admin error. Then when I went to make the same claim again, it was declined again and this is where I realised their customer service team were completely inexperienced and out of their depth. By this point I had received my frequent flyer points so I contacted NIB and left. Who needs the stress of claims being incorrectly declined, alongside incompetent staff. Avoid this health fund unless you are joining purely for the qantas frequent flyer points.
We changed over to Qantas Assure Health Insurance and are very happy with the service
We changed to Qantas Assure health insurance it was easy to do & good value for money, would definitely recommend to our friends and family plus the points as a bonus
Much higher premiums for the same cover
Qantas health insurance quote for SilverPlus Hospital cover, $500 Excess and Lifestyle Extras including my Lifestyle Loading and Govt rebate was $50 per month MORE than a written quote from NIB for the same cover! That's over $600 a year , every year. That's a lot for the points. And its even worse than this because the operator informed me that Qantas Assure is backed by NIB.
- Verified customer
Be aware - NO QANTAS POINTS UNTIL YOU CALL THEM!
Please be aware of the fact that you won't receive any Qantas points for you joining this health fund until you call them and ask for points transfer. Its very disappointing as you should receive points 3 months after you have joined the fund and as they say it all should happen automatically. I waited for 4 months, while nothing happened and my wife waited for 5 months and still no transfer!
Impossible to do a claim and nothing is actually covered
I’ve had top cover with them and it’s just a scam! Impossible to put a claim through you turn in circle for ages. All that so later on they send you a letter saying “actually we do. It cover this particular thing”
Honest, Helpful & Streamlined
I've been extremely happy with Qantas Assure. Signing up was a breeze, and the lady on the phone told me a little tip of how to get an extra 50,000 points (which came through seamlessly). Every single time I've called, I've had an extremely helpful Australian phone operator, with little to no wait time.
I made two separate claims. One of them got rejected, but that was only because I attached the wrong receipt, and they explained to me exactly what they needed to process it. Both was processed and back into my bank within 2 business days.
I adjusted my premium over the phone, and got instant confirmation and change to my policy.
If they keep this up, I will never see a reason to change to a different health fund.
- Verified customer
I can Qantas Assure you that this is turbulent health insurance company.
I took out 3 policies for myself, partner and mother because of the Qantas points incentives. We had previously had policies with Bupa and Medibank.
My partner and I use the policy regularly for optical, Physio and remedial massage. My mother has more complex health needs and so she uses it for a number of health requirements.
With Qantas Assure, never have I had such a problem making basic claims. The online process for uploading receipts looks deceptively simple. In reality, we had almost half of our claims rejected after 2-3 days, alw...ays for eligible claims and items. Never with full or adequate explanation of the issue. To follow up each claim required ringing customer service, and a minimum of a 30 minute phone call, re-assessment, and then another 3-4 day wait for processing (sometimes rejected again, even after customer agent said it should be processed). For health benefits like the healthy lifestyle benefit, we made attempts 4 times to claim using all the documentation available (including forms and receipts, for both gym – Snap Fitness, the official partner of Qantas Assure – and a registered pilates practitioner). On each occasion, we are told that documentation was incomplete and the claim would not be processed, despite a fully signed health form and itemised evidence of payment. The hurdles kept changing again and again. Note also that many psychiatric management services require a $500 annual excess payment – which is not the case with other big insures like Medibank and Bupa.
Very pleased we switched
I have used the various comparison sites a few times to compare to my BUPA policy but it was always hard to compare the amounts you could claim and as the premium was about the same I didn't bother. When the Qantas Assure offer came around I though it wouldn't be worth changing just for the points but decided to do a comparison. I was very surprised to find that most limits were higher than BUPA and that they pay 75% of each claim rather than a set benefit. This means you do reach your limit quicker but as the limit is higher (mostly by $100...per person per year on each category) you are still getting more back overall. For those who only claim occasionally and don't reach their limit then you will be getting more back each claim, e.g. if you claim 2 massages at $80 each you will get back $120 out of your $160 paid. BUPA's rebate was about $35 per claim so you would get back $70 out of your $160. We had been with BUPA for many years and had recently found that their answer to a lot of claims such as pharmaceutical was NO, but Assure have paid 75%. When my husband tore his achilles just before Christmas and we went straight to his podiatrist (she was already treating him for achilles pain) then from there to the physio, the subsequent boot and bandaging to get him immobilised before he could see the specialist was not covered by BUPA, a significant cost. A GP was not available (typical) and we did not consider it to be an emergency to waste time at the hospital. BUPA would only cover the boot etc had he waited 5 days to see the specialist before being immobilised, causing pain and further damage to this achilles. I can only imagine that had we been with Assure it would have been covered as so many things now are that BUPA baulked at. It is up to the individual to compare the policies and get one that suits their needs and pattern of claims but for us it has been well worthwhile. And please don't change a health policy just for points, in the long run your health is far more important than some points!
Terrible customer service
I didn’t even take out the policy because I couldn’t (they had incorrect details on the system that they “couldn’t fix”) and when they said they’d call me back they didn’t. I followed them up 4 times before someone called me back and then the representative thought he would speak to me in a condescending manner. I can’t imagine dealing with them should I need to make a claim relating to a health issue.
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