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How do I resolve a complaint or dispute?

We recognise that sometimes things can go wrong, and when they do, we want you to tell us so we can try and make them right as soon as possible. We also know that Member feedback can help improve the quality of service. We have a process for dealing with complaints to ensure they are heard, which is 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 49 60.

The consultant may be able to resolve the complaint for you.

Alternatively, you can email us: complaints@qantasinsurance.com 

Please note that we are only able to address concerns related to your Qantas Insurance policy when you call the number above. For any matters relating to Qantas Frequent Flyer generally, please contact 13 11 31.

Step 2: Contact Qantas Insurance 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 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 that all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently.

Phone 13 49 60 and request to speak with the Customer Resolutions Team.

Your Case Manager will contact you with a decision usually 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 will 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:

Website: www.ombudsman.gov.au

Phone: 1300 362 072

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

What information do I need to provide when I lodge a complaint?

To assist our team when they’re reviewing the issue, it’s useful to have the following information ready, if available:

  • Full Name of the policyholder
  • The Qantas Frequent Flyer number of the policyholder    
  • A summary of your feedback/complaint
  • What you would like to happen next and/or the outcome you are looking to achieve
  • Any details of who you have spoken with (if anyone) to have this matter resolved
  • Your contact details such as e-mail address and contact phone number

Important note: If you’re sending an email, for security reasons, please do not put any additional personal information in the email such as account numbers, DOB, mothers’ maiden name etc. So we can resolve your complaint as quickly as possible, we may need to contact you by telephone to confirm your identity, prior to sending you an email response. 

Please note that we are only able to address concerns related to your Qantas Insurance policy. For any matters relating to Qantas Frequent Flyer generally, please contact 13 11 31.

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