Avoid. Dishonest and incompetent
I signed with St Lukes with full gold hospital cover - and well after signing, we discovered we needed IVF.
We had not even been trying for a baby before signing with them, so no way of knowing we needed it.
Once I found out we needed IVF I phoned to check we were covered and was told YES! They even told me it would be zero hospital excess, which I pointed out was not right!
However 1 day before my surgery, they tried to tell me my infertility was pre-existing and would not be covered. When I disputed that, they asked me to get my doctors to si...
Everything is a problem for St. Luke's
During one of the hardest things I've ever had to go through (a cancer scare which required surgical intervention), I had to fight tooth and nail to have my surgical claim approved by St Luke's. They paid in the end, but only after three refusals and three appeals which took months, and after my specialist doctor also chased them up for me in her own time. Even after they agreed to pay, everything continued to be a problem. I had to spend hours on the phone coordinating payments between them and the hospital, because St Luke's had "system issu...es". There was a two week turn around time for them to let me know that I cannot simply submit my surgeon's invoice to them, that I had to submit it via Medicare, even though I was previously advised by their customer service consultant to submit the invoice to their general email inbox - as is usually the case for general claims. St Luke's still use snail mail responses by default, so you will wait weeks to receive a response about anything. There appears to be little to no software automation in their systems at all. Go ahead and support a small business if you choose, however, be prepared for your tough health times to be tougher if you choose them as your insurer, as mine were. Really, the last thing you need when you're going though a metastatic cancer scare is to have a difficult health insurer to further complicate things.
Don’t choose it
I recently purchased a pair of prescription sunglasses from clearly, St lukes claims it’s a normal sunglasses and refused for claim. The receipt clearly states the RX sunglasses with all prescription data. Very disappointed.
Keep the money in YOUR pockets!
Far too difficult to make a claim. Wasted a lot of money. Very difficult to claim upfront or just pay a gap as they aren't a preferred Health Insurer. My premiums increased (without warning) within a week of me joining & I had chosen the Super Extras plan for it's "good value and cover"- HA! I could/should have spent all the money on our health upkeep instead of giving it away.
Not as good as it once was...........
I've been a member for over a decade and until this year rated St Luke's highly. No more as it seems to be following Medibank and BUPA in removing or changing its benefits. Case in point-it suddenly introduced a $250 co-payment for hospital day surgery (previously there was none). There was a hefty premium rise this year but as far as I can tell benefits in my extras cover were not increased. Supposedly a mutual (non-profit) fund but their recent antics make me wonder.
Overall OK but............
I've been with them for over a decade and this not-for-profit fund is good value. Its customer service can be variable and at one time I had to indicate to them I would go the the Health Insurance Ombudsman to get a matter resolved. The matter was then resolved but some of the middle management there act like they are doing you a great favor by allowing you to pay contributions.
Great extras cover and easy to deal with.
I changed to St Lukes for Extras cover last March, to gain cover for planned major dental surgery this year. Choice.com rated St Lukes as best for high level extras cover at a reasonable cost, and I've been very happy with them. I claim for a massage each month, and the rebates on my massages alone make the extras premium worthwhile, even before the major dental rebate. St Lukes has an app for claiming, so I can upload a photo/screenshot of my paid invoices, and submit within a few clicks. Rebate is in my account within a few days.
We have been with St Lukes Extras for years. Very satisfied with excellent rebates and customer service over the phone. Whenever we go to the orthodontist or dentist, the receptionist always comments at how little or no cost we actually pay. And that is not at the expense of our premiums which are comparable to otherr funds. People behind us at the counter always ask us when we move away from the counter, having only paid out a small gap or none at all. We will always recommend St Lukes!!!
Switched to St. Lukes, haven't regretted it!
I have been with St lukes for a while now and had only claimed dental and had been really impressed with the dental side of things (no out of pocket for dental checks, clean, x-rays). Over the weekend I had my eyes tested and was told I needed glasses. The optometrist I went to had an agreement with St. Lukes and in total my bill came to over $800. After discounts were applied for being with St. Lukes and then actually making a claim, my out of pocket was only $69!! I love St. Lukes and would recommend them to EVERYONE!
Impressed with customer service
Fortunately I have not had to claim as yet. Very impressed with the customer service from Belinda at the Hobart office really helped my daughter and I work around how we could change over from BUPA. I saved money. I'm impressed that I am not dictated to by which dentist or physio etc I have to go to
Sent two emails to St Lukes via their website regarding switching from Medibank Private and never heard back from them, this was around 3 and 5 months ago. Nothing. Crickets. I know I should instead phone them but why have an 'email enquiry' section on their website if they don't look at it?
Takes so long to make a claim.
I have been with many health funds never had a claim that takes well over a month and still ongoing. It is not first time I made the claim and disappoint me that I have wait for this long, it stops me whether I would continue my treatment with my long term practitioner. Utterly disappointed, don't understand why I would want to continue with St Lukes at all.
Excellent Customer Service and reasonably priced
I have been with Medibank Private for over 30 years and have recently found that they their premiums have skyrocketed and the amount received back on claims is a joke. So it was time to change our health insurance cover. After a lot of research and phone calls, I found St Lukes. They were very helpful with all of my queries, and their premiums are substantially less than those of Medibank. We have their Packaged Gold cover for Hospital and Extras. When comparing companies, it appears that St Lukes claim payments are substantially more gen...erous than Medibank Private, and they don't have preferred providers. I have made one claim on my phone app a few days after joining and it was a very easy process. The money was transferred into my account promptly. So far, so good. We will need to make a few dental claims shortly - which should be a good test. They say they will refund 100% of all preventative dental claims and allow for 2 such claims per person per annum. So far, I'm very pleased to have made the move.
Questions & Answers
That's interesting. I've been with Medibank for 15 years and aside from their ever increasing premiums, I am not overly impressed with their customer service.
I would be interested in any updates in how you found claiming and premiums with ST Lukes? if you are able to do any updates.
Our premiums were substantially lower with St Lukes - we saved about $1400 on our yearly family premium, which was fantastic. I found our premiums with Medibank were increasing but the amount being received back on our claims was decreasing. Claiming with St Lukes has been very simple - either i claim immediately or I do it on my phone as they have an app. It is just a matter of taking a photo of the receipt, selecting who the claim was for, and submitting it. I normally receive the money the following day or two. The amount received back has been fantastic. I went to my regular dentist recently and had a check-up and clean, and was not out of pocket at all. I also had a crown, and the amount claimed back was substantially higher than with Medibank. My children went to a local dentist (of our choice), and once again we weren't out of pocket for a checkup, clean, fissure sealants, and a mouth guard. I've also found phoning them for queries has been great. They answer the phone immediately and I receive a response straight away too. So far, so good.
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