What do I do if I have a complaint or a concern? Show content

If you have any complaints or concerns, please call 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, or email us at cua.health.correspondence@cua.com.au. They'll 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 working days after your initial contact, we will notify you in writing as to the reason why and how long it will take to resolve the matter.If you’re not satisfied with the outcome of any complaint, you may contact the Private Health Insurance Ombudsman by:

Hotline: 1300 362 072 (option 4 for private health insurance)
Email: phio.info@ombudsman.gov.au
Online: www.ombudsman.gov.au/making-a-complaint/contact-us
Website: www.ombudsman.gov.au
Post: GPO Box 442, Canberra ACT 2601
Fax: 02 6276 0123
Consumer website: www.privatehealth.gov.au
Enquiries: 1300 737 299

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.

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