How to resolve a complaint or dispute

We understand the importance of providing excellent service, and how to help Members get value from their health cover. 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