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Queensland Country Health Fund
RenaeQueensland
- 7 reviews
Customer service non existant
I have had private health insurance for 30 years, I was with one fund for decades and then changed over to QCHF and they are by far the WORST health fund I have ever dealt with when it comes to customer service.
We are in a unprecedented pandemic, banks, telcos, councils are all bending over backwards trying to assist people and in comparison QCHF swoops in like a vulture to close members accounts as fast as they can (and even earlier than their own rules state they can). I am truly disgusted. I like many others have lost my employment due t...Read more
o the COVID pandemic and I have been dealing with Centrelink and contacting heaps of other entities, re loans, mortgages, credit cards, council rates, car rego etc and every single one of them have bent over backwards and waived late fees/penalties and given extra time for payments or put repayments on hold, in comparison QCHF acted to close my account at 7.38am on the first business day after a 3 day long weekend before I was able to contact them. I have since discovered tucked away on their website that people experiencing financial stress due to the COVID 19 were eligible for an assistance package. I checked and not ONCE in any of the texts or emails received regarding my overdue account was this mentioned, not even ONCE, it is obvious they didn't want to make it known to customers that financial assistance was available. I actually looked on their website ages ago when I heard BUPA and HCF and basically every other health fund were waiving fees to see if there was any mention of QCHF doing anything similar but found nothing at the time. BUPA and HCF both had (and still have) huge, very prominent sections of the front page of their websites about financial hardship relief for customers, you can't miss it, in comparison QCHF have a little blurb about an assistance package tucked away if you scroll way down their website where it is not prominently seen, they have a section that simply says "COVID-19 what you need to know". Most people would have thought it was just general info about the actual virus like I did. QCHF actively sent out text messages to customers spruiking how they were delaying their yearly policy price rises but no text message was sent out to customers letting them know that if they are suffering financial hardship there was an assistance package available. I sent a written complaint and got a call from their "Customer Experience Officer" (even though I specifically asked for a response in writing) who gave me a lecture for not contacting them earlier and basically just that is was too bad, so sad and the policy has been closed. They like to promote all this mental health awareness etc yet seem to take delight in lecturing customers experiencing financial distress about letting the policy lapse during an unprecedented crisis. I understand now they didn't title the role Customer Service Officer, customer service and compassion at QCHF is sadly lacking.1 comment
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lotus7Sydney, NSW
- 21 reviews
Simply the best.
I have been a member of this fund for the top hospital, top extras cover no deductible since April 1990. Originally my family was in Townsville,then Brisbane and now Sydney. During that time major surgeries included cancer surgery, 2 hip replacements and 2 knee replacements in NSW Private Hospitals plus the in patient rehabilitation required each time.
I have never had a dispute with them and was completely satisfied with the benefits paid. They are approachable , quick to respond and extremely helpful Their coverage and benefits are superior to the other offerings in the market that I have been offered. The premium is quite expensive but in my estimation buys value for money.
On the basis of my experience I recommend this fund.
1 comment
Queensland CountryQueensland Country Health Fund
Thank you so much for this wonderful review! We really appreciate your continued support.
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Big thank you to Queensland Country Health Fund for suspending my Private Health Insurance until October 2020. Always looking after their customers! Highly recommend them. They go out of their way.
1 comment
Queensland CountryQueensland Country Health Fund
That is no problem at all Bron. Our aim is to always support our Members as best we can. Thanks for taking the time to write this review.
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JessicaSouth East Queensland, QLD
- 8 reviews
Good insurance and good value for money
We change from Bupa to them as they were way less expensive and offer kind of similar product. We change last months and already claim several item (PBS pharmacy and dentist) and they refund as expected in less than 1 business day. They are quite responsive to email and phone call. Nothing bad to say for the moment! Really happy we switch
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Questions & Answers
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Queensland CountryQueensland Country Health Fund
Hello Renae,
We're truly sorry that you feel let down by our Fund. Closing a policy is not the outcome we want for any of our Members, and we do understand a lot of people are doing it tough right now.... Read more
Unfortunately, there are certain scenarios where a health insurance policy can be closed, but we always ensure the Member is given appropriate notification and opportunity to contact us before it gets to this point. We have options available to support our Members who are experiencing hardship. If assistance is required, our aim is always to work with our Members to get them back on track as we understand how important it is to retain health insurance. During the Covid-19 pandemic we are indeed offering an additional assistance package for impacted Members. We have communicated this via a number of avenues such as email and alerts on our website and have had many Members accept this offer. Unfortunately, without contact being made with our team, we did not have an opportunity to discuss this with you. We are unable to go into the specifics of your individual situation here, however if you would like to discuss this further, please know we are more than happy to hear from you.