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Feedback and complaints

Tell us what you think, what we’re doing well, and what we could be doing better. Ideas, compliments, complaints, we don’t mind. If you’re honest with us, we’ll get the message.

  • Fax us on (02) 4925 1900

How to resolve a complaint or dispute

We understand the importance of providing excellent service and helping members get value from their health cover. We also know that your feedback can improve the quality of service. We have a process for dealing with complaints to ensure they are heard, free of charge.

Step 1: Talk to us
The first thing you should do is talk to one of our consultants about your concern. Phone us on 13 16 42 and the consultant may be able to resolve the complaint for you.

Step 2: Contact customer resolutions
If the consultant cannot resolve your complaint, you may request the matter be referred to our Customer Resolutions Team.

The Customer Resolutions Team will aim to acknowledge receipt of your complaint within 2 working days and assign a case manager to conduct an independent review of the matter. Their commitment is to ensure all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently.

You can contact them by writing to:
Customer Resolutions Team
Reply Paid 62208
Locked Bag 2010
Newcastle NSW 2300

Or you can email them at [email protected].

Your case manager will aim to contact you with a decision within 5 working days of making contact with you over the phone and within 15 working days for all other correspondence.

Step 3: Seek an external review of the decision
We'll make every possible effort to resolve your complaint to your satisfaction. In the event that you are not satisfied with the outcome of your complaint, you may wish to contact the Private Health Insurance Ombudsman.

For general information about private health insurance, see www.privatehealth.gov.au

nib Life Insurance Customers 

Make a Complaint

We value your feedback. Let us know how we can help fix your issue and improve your experience.

If you have a complaint about a product, service (including the Life Insurance Code of Practice), our staff or the handling of a complaint, please contact us to let us know your concerns. We value your feedback and will try to resolve your complaint as quickly as possible.

Step 1. Contact our Customer Care team

The first thing you can do is let us know what has happened. You can:

Please be aware that it may take up to 5 business days for one of our customer service consultants to resolve this issue for you.

If your complaint cannot be resolved within 5 business days, it will be sent to our Internal Dispute Resolution team.

Step 2. Contact the Internal Dispute Resolution (IDR) team

If our customer service team cannot resolve your complaint within 5 business days, it will be sent it to our Internal Dispute Resolution team. You may also contact the Internal Dispute Resolution team directly by:

Phone: 1300 795 877, or +61 2 9081 6831 for overseas callers.
Email:[email protected]
Post: Reply Paid, GPO Box 5380, Sydney NSW 2001

To help the Internal Dispute Resolution team deal with your complaint quickly, please include the following information:

  • The word 'Complaint' in the heading or subject line

  • Your name and contact details, including your phone number and email address

  • Details of your complaint

  • Attached relevant documents

  • Your desired outcome

We recommend saving your complaint and relevant documents for your records.

Once you have submitted your complaint, you will receive an acknowledgment within 1 business day confirming that your complaint has been received. The Internal Dispute Resolution team will regularly update you about the progress of your complaint.

We aim to fix your issues as quickly as possible, however, if our Internal Dispute Resolution team is unable to resolve your complaint within the maximum timeframe (30 days), we will let you know why and give you an estimate on when it’ll be fixed.

If you have any issues with this, you can contact the Australian Financial Complaints Authority (AFCA).

Step 3. Contact the Australian Financial Complaints Authority (AFCA)

The Australian Financial Complaints Authority provides free, fair and independent financial services for complaint resolutions to consumers. If your complaint has not been resolved to your complete satisfaction, you can lodge a complaint with the AFCA:

Website: www.afca.org.au

Email: [email protected]

Telephone: 1800 931 678 (free call) 

In writing to: Australian Financial Complaints Authority, GPO Box 3, Melbourne VIC 3001 

Please be aware that time limits may apply to complaints submitted to the AFCA. You can visit the AFCA website to find out if or when the time limit relevant to your circumstances may expire.

Do you need assistance to make a complaint? 

  • If you are deaf and/or find it hard hearing or speaking with people who use a phone, you may like to use the National Relay Service (NRS) on 1300 555 727.

  • The Translating and Interpreting Service (TIS National) provides interpreting services to people who do not speak English and to agencies and businesses that need to communicate with their non-English speaking clients. TIS National can be contacted on 13 14 50.

  • You can also authorise someone to make a complaint on your behalf. You will need to confirm your authority in writing. You can amend or withdraw this authorisation at any time.

  • Please let us know if you need additional assistance to make a complaint and we will let you know the options available. We always aim to accommodate any request to make it easy for you to lodge a complaint.

Our Life Insurance products are issued by the insurer, TAL Life Limited. All complaints relating to these products will be handled by TAL in accordance with TAL’s complaint management process. For more information, TAL’s Public Complaints Policy can be downloaded in PDF in the following languages:

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