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.
HIF is a signatory to the Code and incorporates its requirements in the following main areas:
- Ensuring our employees are trained appropriately to provide you with correct information about private health insurance;
- Ensuring our policy documentation contains all the information you require to make a fully informed decision about your purchase and that all communications between you and us or our brokers are conducted in a professional and transparent manner;
- Ensuring we openly communicate our internal and external dispute resolution procedures available to you for resolving any disputes.
- Ensuring that all information that is shared between you and HIF is protected in accordance with national and state privacy principles.
If you'd like to download a full copy of the Code of Conduct, visit the Private Healthcare Australia. Alternatively, if you would like further info on the Australian Healthcare System and/or how private health insurance operates, please visit the Department of Health (DoH).
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 senior service representative who will respond to you within 24 hours.
Should you consider the outcome to be unfair you may seek a formal review of the matter by contacting us directly at hello@hif.com.au.
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 lodge a complaint with the Ombudsman by using their online form or call them on 1300 362 072.