The Private Health Insurance Code of Conduct is a self-regulatory code with the primary goal of enhancing regulatory compliance. It was introduced to complement the existing regulations that funds work under, and enhance the relationship between consumers and health insurers.
We support and apply these industry standards across four main areas:
- Our employees are trained in private health insurance;
- The information we provide you is communicated in a way that is easy to understand and allows you to make an informed decision;
- We openly communicate our procedures for resolving any concerns you may have about your HIF membership and private health cover; and
- We ensure that any information you provide to us is maintained in accordance with our privacy policy
Visit the Private Healthcare Australia website for more information, FAQs and to download a full copy of the Code of Conduct.
Got a compliment or complaint?
We are committed to continual improvement and as such we take feedback from our members very seriously. If you have any matters to discuss in relation to your HIF membership, products or services please call us on 1300 13 40 60 or email us on hello@hif.com.au
Our Dispute Resolution process.
Please rest assured that if you have a complaint, we will treat you with respect and address your concerns promptly and fairly.
Whenever possible, our friendly member service consultants will aim to resolve your complaint at first point of contact, but where we cannot resolve it to your satisfaction immediately, you can ask that the matter be referred to a Team Leader who will respond to you within two business days.
Should you consider the outcome to be unfair you may seek a formal review of the matter by forwarding your concerns in writing to:
HIF Member Action Review Committee
Reply Paid GPO Box X2221
PERTH WA 6847
The Member Action Review Committee (MARC) is our internal dispute resolution body. Our MARC which will formally review all of your concerns and our actions within one month of lodging your complaint, and will direct a representative to advise you of the outcome of the hearing within three days of the Committee hearing.
If you're not satisfied with the outcome of our internal dispute resolution process, we'll then advise you of your right to seek an independent review by the Private Health Insurance Ombudsman. You can contact the Ombudsman on 1300 362 072 or write to them at: GPO Box 442, Canberra, ACT 2601.