If you are a current GU Health member and have any queries about your health cover, please contact us by completing the form below and we will respond to your enquiry within two business days. Alternatively, you can contact us via phone, email or post.
1800 249 966
+61 2 4914 1519
GPO Box 2988,
Melbourne Vic 8060
If you’re not satisfied with any aspect of GU Health’s service or products or feel that our service has failed to meet your expectations, we would appreciate hearing from you. We're committed to resolving complaints in a fair and efficient manner and view your feedback as an opportunity to improve.
To ensure you have the best possible customer experience, please make sure that you:
GU Health is committed to resolving your complaint the first time you contact us. We understand that it is important to listen to you and address each of your concerns.
We encourage you to discuss your complaint with the first Member Relations Consultant you speak with; however, if you’re not satisfied, your complaint will be escalated to their manager.
If you're still unsatisfied and feel that your complaint has not been fully resolved, you have the option to escalate your matter to the Head of Client Experience, who will investigate your complaint and contact you within five business days upon receipt of your correspondence.
Where possible, we like to resolve the issue directly with you. If you believe that GU Health has not made reasonable attempts to address your complaint or you're not satisfied with our resolution, you can contact the Private Health Insurance Ombudsman (PHIO).
PHIO is an independent organisation appointed by the Australian Government to provide a free service to all health fund members. PHIO handles enquires, suggestions and complaints and will assist you in resolving your dispute. For more information on this service, please visit ombudsman.gov.au
For general information about private health insurance, see www.privatehealth.gov.au
We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work. GU Health is a business of nib health funds limited ABN 83 000 124 381. Copyright © nib health funds limited 2020.