Complaints

If you have any complaints or concerns, please contact CUA Health on 1300 499 260 in the first instance and ask to speak to a member of our staff who is appropriately authorised to deal with your concern. They will also assist you, if required, to provide an official complaint in writing to verify our records.

If your concerns cannot be dealt with to your satisfaction immediately, the matter will be referred to management. If the issue has still not been resolved five (5) working days after your initial contact, we will notify you in writing as to the reason and how long it will take to resolve the matter.

In the unlikely event that you are still not satisfied with our service, you may request that the matter be further considered and reviewed by senior management who, after consideration of your situation, will advise you in writing of our decision within ten (10) working days of your request.

If you are not satisfied with the outcome of any complaint, you may contact the Private Health Insurance Ombudsman. The Ombudsman is available to accept complaints from policy holders of private health insurers by:

Phone: 1800 640 695

Fax: 02 8235 8778

Post: Private Health Insurance Ombudsman

Suite 2, Level 22
580 George Street
Sydney NSW 2000

Email: info@phio.org.au

Website: www.phio.org.au

The Ombudsman is totally independent of CUA Health and the health insurance industry and provides free, expert and impartial advice to private health insurance policy holders.