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Dispute resolution process
At Bupa Australia OSHC we are committed to providing the best possible customer service and competitive products. However, occasionally, there may be times when our level of service has not met your needs. Most of these issues will be resolved at the first point of contact.
What to do if you have a complaint or if you are not satisfied with:
The first thing you should do is talk to a customer service consultant who will help you in any way they can. If they are unable to resolve the issue, they will refer the matter onto an appropriate manager who can endeavour to resolve your complaint. You can contact a customer service consultant by:
Private Health Insurance Ombudsman
If you still do not feel satisfied with the response from the above dispute resolution process you may wish to contact the Private Health Insurance Ombudsman.
The ombudsman will work to assess the merits of your case based on information provided by both parties and will take into account health legislation, applicable industry codes and guidelines, good health insurance business practice and fairness.
You may contact the Private Health Insurance Ombudsman by phone on 1800 640 695 or fax at 02 8235 8778. Alternatively, the Ombudsman's website is www.phio.org.au.