The Private Health Insurance Code of Conduct is a self-regulatory code with the primary goal of enhancing regulatory compliance. It was introduced to complement the existing regulations that funds work under, and enhance the relationship between consumers and health insurers.
HIF is a signatory to the Private Health Insurance Code of Conduct, administered by Private Healthcare Australia. The Code promotes transparency, accountability, clear communication, fair treatment of consumers and effective dispute resolution within the private health insurance industry. HIF's complaints management framework supports and gives effect to the Code's principles by:
Ensuring members receive accurate information from appropriately trained employees and representatives;
Providing clear, transparent and timely communication throughout the complaints process;
Informing members of HIF's Internal Dispute Resolution process and their right to seek an independent review through the Commonwealth Ombudsman;
Protecting the privacy and confidentiality of member information in accordance with applicable privacy legislation and principles; and
Using complaint insights, trends and outcomes to support continuous improvement of products, services, policies and member experiences.
Complaints received by HIF are managed in a manner consistent with the requirements of the Private Health Insurance Code of Conduct and applicable regulatory obligations.
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 13 40 60 or email us on hello@hif.com.au
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 senior service representative who will respond to you within 24 hours.
Should you consider the outcome to be unfair you may seek a formal review of the matter by contacting us directly at hello@hif.com.au.
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 lodge a complaint with the Ombudsman by using their online form or call them on 1300 362 072.