Australian Unity Health Insurance Avis 

Worst customer service. Takes them over 30minutes to answer a call and emails are rarely replied to. Would never recommend AU to anyone. Absolute crap!

**Emailed CustomerExperience on 30/7/20, still waiting for a reply!
****Emailed CustomerExperience on 31/7/20 again after being told that they didn't receive my earlier mail.

*****Received a call from the customer care team, I think it was Sam and she has promised to resolve my issues. Thank you.

I have been treated terribly when I am really sick and being prevented from using my top cover, which I have held for 6 years. Imagine incorrect information which caused further pain and trauma and the inability to get what you needed to make your life somewhat more comfortable. Now imagine that VCAT are recommending that your application be turned into an emergency injuction to bring forward a hearing against Australian Unity. If you don't want to be in this situation, think carefully before you sign up.

Consider too that Australian Unity were the only health fund that could not reach agreement until the final hour with Healthscope. Many members ran when thid occurred and it will affect your premiums.

very difficult to deal with. i do NOT recommend

I was admitted to Hospital after experiencing a syncope. The doctors determined that I was experiencing heart problems and would likely need a pacemaker. Immediately the hospital's patient liaison began processing me for transfer to a private hospital where the procedure would take place, however, when she spoke to Australian Unity they refused to cover me despite the PDS stating that I would be covered. After speaking to multiple other patient liaisons at the hospital they were unable to determine why Australian Unity were refusing to cover my treatment. It's bizarre to have cover that does not actually cover you when you really need it.

Absolutely extremely bad customer service. Extremely long waiting times for someone to answer the phone then just to be put on hold for a long time again. Conflicting information given. Being diagnosed with breast cancer just over a week ago this is not the stess I need from a health fund. Call backs promises that just don't happen. Medical documents emailed again and again just to be told "no we have not received them". All this so I must proof this is not a pre existing condition. Will not recommend you to anyone as a health fund.

Terrible service. Waiting on phone for over 15 minutes. I gave up. They won’t pay a hospital excess when I had to return to hospital within 2 days to repair a procedure. They claimed my revisit to hospital was unrelated. I was only back there to repair what happened during my first visit! Totally related. Cost me $500 which I don’t have.

Unacceptable customer service.

We have received a call from your team today to advise that our membership suspension has been approved, will follow by an email confirmation.

However I have just received our bank notification that another month's payment has taken out from our account from your company.

It has been two months since we submitted our application. Your lack of response and delay in actioning is very disappointing, it is creating a lot of financial pressure for us especially with the current situation.

I signed up with Australia Unity on 9/3/2020 but changed my mind and decided to stay with my previous health fund. Australian Unity were notified of my change of mind the same day. Despite this they took $298.30 from my account 6 days later and then almost a month later they have taken another $744 from my account. They have blamed a 'system error' for the first debit and cannot give me any explanation for the second debit of $744. I have spent hours on the phone and still have not received a refund ! Would not recommend this health fund to anyone.

I went to the doctor for a cold last year and Aust Unity send me back so that the doctor could confirm that it was not a pre-existing condition. How can a cold be an pre-existing condition? I mean how can you have a cold as a long-term condition? Its usually something that lasts a week or two....In total the doctor account was not even more than $100, yet Aust Unity made it so difficult for me to claim this.

Me and my son went fishing and he step into a sharp rock and we went to the doctor. Aust Unity send us back to get a letter from the doctor to specify whether this is a pre-exisintg condition. How can a thing you step on be a pre-existing condition?

Nonetheless, we went back, got the letters from the doctor, filled in all the forms and submitted it on 10 February 2020. It is now 15 April 2020 and we have received NO further communication or payment from Aust Unity.

SO difficult just to make a very small claim. What if something really serious happens? They make it so difficult just to claim back a few 100 dollars in a year yet every month I need to pay 420$ for my family. What use is this?

This is NOT a medical AID. This is just another insurance company trying to make money out of you.

Update: Australian unity paid about 50% of our expenses. We decided to change to another health provider, paying now less and having more cover.

Over time the service has failed in many areas.
My mother was often unable to be attended due to "lack of staff". I cared for her on those occasions.
I was never given assistance for respite....again...due to the "lack of staff" & was left to organise another agency at the last minute.
I sincerely hope that they can improve their service in the near future.

I don't use my coverage much but having it gives me great piece of mind. For optical and especially dental I couldn't like my coverage better. My dentist, Bill Sergakis is the best. Bill is simply the kindest dentist ever. I'm a bit fussy and he indulges me, always making me feel well looked after. Never does he cause me pain, not to my mouth, nor to the wallet.

Easy to apply, very competitive pricing.

horrible service not useful at all several restrictions and patient friendly

This company is a disgrace I asked for one month insurance and they charged me Already 4...
Bad reputation

Frontline telephone assistants could be better informed. I was told some inaccuracies which had I not know better could have disadvantaged me had I not asked for a second opinion.
I found all assistants to be very polite and pleasant.

Honest and really helpful. Highly recommended.

I had exemplary thorough and polite service from Jack Stockdale. He was very patient and totally professional.

Its simple to buy

Very explanatory although my name was misspelt on my documents after repeating repeatedly