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...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.
Questions & Answers
Are there any constraints in joining QCHF from states other than QLD (Like NSW) ?
I wouldn’t expect so. But give them a call. They are super-responsive, whether on-line or by phone.
Queensland Country Health Fund
Hello, the good news is that while we do most of our business in Queensland, we are indeed open and welcoming for new members Australia-wide! For a quote or to speak with a member of our team about your specific needs, please give us a call on 1800 813 415 or visit queenslandcountry.health
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