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In many cases, your concerns can be resolved quickly by contacting us directly. If you have a more general inquiry, you can call us on 1300 134 060 or visit us at our branch or kiosk locations.
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
Whadjuk Country
Reply Paid 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 visit the Ombudsman website here.
Got a pet insurance compliment or complaint?
Call our partners, PetSure on 1300 070 946 or email hif@petsure.com.au