How to contact us.
Want to talk to a real person? Our friendly team are Australian based and waiting to take your call, so why not get in touch by dialling 1300 134 060. HIF welcomes calls through the National Relay Service if you are deaf, have a hearing impairment and/or speech impairment. Choose your access option (information here) and provide our phone number (08) 9227 4200 when asked by the relay officer.
Our contact centre is open Monday to Friday at the following times across Australia:
- 6:30am - 5:00pm WA
- 8:00am - 6:30pm NT, SA
- 8:30am - 7:00pm QLD, ACT, NSW, TAS, VIC
- GMT + 8 hrs International timezone (if you're contacting us from another part of the world, please dial +618 9227 4200)
Write to us.
You can write to us any time and we'll even pay the postage: HIF, Whadjuk Country, Reply Paid, GPO Box X2221, Perth, WA 6847.
Visit us in Perth.
Our head office is located at 100 Stirling Street and we're open from 8.30am - 4.30pm, Monday to Friday.
Please note we do not accept cash payments in our branch.
For all media enquiries, please contact HIF Communications Manager, Lucy Gibson:
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 134 060 or email us on firstname.lastname@example.org
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 Team Leader who will respond to you within two business days.
Should you consider the outcome to be unfair you may seek a formal review of the matter by forwarding your concerns in writing to:
HIF Member Action Review Committee
Reply Paid X2221
PERTH WA 6847
The Member Action Review Committee (MARC) is our internal dispute resolution body. Our MARC which will formally review all of your concerns and our actions within one month of lodging your complaint, and will direct a representative to advise you of the outcome of the hearing within three days of the Committee hearing.
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 contact the Ombudsman on 1300 362 072 or visit the Ombudsman website here.
Got a pet insurance compliment or complaint?
Call our partners, PetSure on 1300 070 946 or email email@example.com
Got a travel insurance compliment or complaint?
Call our partners, CoverMore on 1300 889 573 (or +61 2 8907 5051) or email firstname.lastname@example.org