Australian Unity Health Insurance Avis 

The staff member that I spoke to was very friendly and helpful.

Pricing is good & rebates are higher than other private health fund. Claiming takes longer to receive in the bank. Nice talking to people who are keen to offer service & attend to your query.

10.03.26..Another bad experienced today.
08.30..called Aust Unity.
08.31.."you are the next caller in the queue."
09.00..request a call back.

Will they call back..if ever!
Still awaiting on the call back request of 17.02.26!
---------------------------------
18.02.26. Pay Remediation phone services.
Waited for 30 mins before '.. you next in the queue..'. after 70mins now still waiting for service.
When will it be answered!

Still on hold after a total of 125mins. My patience was tested and hanging up.

Absolutely poor service.
A requested call back yesterday 17.02.26 is still not returned.

Australian call centre, easy to understand and well trained person.

I have been a member of Australian Unity for around 80 years. The service provided by staff is extremely professional and exceptional. I could not speak more highly of AU and would recommend this health fund to all.

Customer service experience was excellent

I have been with this health insurer for over 12 years, not had any problems , Spoke to them by phone today ,quick and responsive.

I’ve always found the team members to be very knowledgeable whenever I’ve called. Prompt responses are always given.

Call centre when reached answered all questions on my problem
Time to get to a consultant was excessive but call back feature worked well.
Overall dealings with Australian Unity has been very positive

I have had 2 interactions recently with Aust Unity and have found the staff to be very helpful and friendly in answering my questions. They took the time to find out all the details that I needed to know. I've been a member for many years and never had a problem with their service.

⭐ 1-Star Review – Australian Unity Health Fund ⭐

I strongly do not recommend Australian Unity Health Fund based on my experience. Their service is deeply frustrating and often feels worse than not having insurance at all.

⚠️ Major Issues Experienced:
• Terrible customer service – rude, unhelpful staff who often can’t answer basic questions and make you repeat your issue multiple times.
• Long wait times and poor communication – waiting for callbacks or email responses that never come, or responses that provide no real help.
• Claims mishandling – claims are frequently processed incorrectly, take ages, or get denied without clear justification.
• Billing and cancellations are problematic – policies keep being charged even after cancellation requests; cancellation itself can take months and requires unnecessary paperwork.
• Website and systems are clunky – online portal often doesn’t work properly, making simple tasks frustrating or impossible.
• Misleading information up front – promised free trial periods or incentives like referral bonuses often don’t materialise.
• Issues with policy changes and suspensions – even small amounts owing can lead to lost continuity of cover, forcing re-signups and new waiting periods.

Overall, dealing with Australian Unity Health feels like a constant struggle with bureaucracy, unclear processes, and poor support. For the price paid, the service and responsiveness fall far below expectations.

If I could give no stars I would. All parts of the organisation - home health, insurance and wealth are poorly managed and it shows int he customer service (or lack thereof). They genuinely don't care a jot about customers and hide behind policy instead of fixing issues that are theirs to solve. Do not touch with a bargepoll.

PS There’s a reason I had to resort to the public review. The emails to customer service don’t work despite the public PR gloss.

My question related to how much I would be out of pocket for some dental procedures, so easy for the customer service officer to answer.

Extra cover. Previously when l went to my dentist l had no gap for check and clean. When l went this week l was charged $128 gap and told Australian Unity was no longer a preferred provider. I am a pensioner and this made a significant hole in my budget. Evidently it is my responsibility each time to check that my dentist is still a preferred supplier. New health insurance co for me.

Terrible Home Care Provider. All they do it take their commission every month and provide no service at all. They don't return phone calls or emails and don't organise any service. I highly recommend that you do not use then.

Australian unity still processed my transfer request even when I asked them to cancel the request and I confirmed this via email. As a result of their actions my current provider closed my account. This is not good work practise AU!

I got health insurance for my mother. Had a consultation and could never speak to anyone. Furthermore, they kept charging me even after my mother left the country 2 months later, indicating that forms still needed to be signed and that some items were missing from the form. After several attempts to explain that I was acting on my mother's behalf (an elderly woman who doesn't speak English, who neither paid for the insurance), they kept circling back to signing other useless forms. They have really made this process very difficult to finalise. I will do my best not to recommend their service to any other friends or family members and will endeavour to provide the worst customer reviews available. Their pointless bureaucracy, lack of understanding, and abhorrent customer service are a traumatising nightmare.

We had been with Australian Unity for 6 years. The services and payments were not good at all but like many others, we got busy and couldn't find time to switch. Then we wanted to suspend the policy for 7 months (due to traveling). This was the first time we wanted to suspend the policy as all the other times we continued with the payment while we were overseas. This time they said we owed $6 at the time we wanted to suspend it and because of that the policy is terminated and we have to open a new policy. I couldn't believe they expect us to accept another waiting period just because of $6. Of course we went with another provider.
Overall, we are happy that this made us to switch to another provider at the end and it was so easy to do. Should have done it ages ago.

We had to contact Australian Unity 3 times to get an Extra's rebate:
1) first we lodged an Extra's Claim on the website (no payment after 7 days and NO tracking number for us to check the progress of this claim);
2) so we lodged another Extra's Claims on the website; and
3) emailed CustomerService at australianunity.com.au
4) Michael replied saying, no rebate for 2 services provided on the same day;
5) Michael's reply was SHOCKING, because we had emailed him 2 invoices relating to services provided on 2 different dates (ie his reply was absolutely bullshit!)
6) so we spent more time emailing Michael to CHECK the different dates and invoice numbers.
7) Really PATHETIC customer service, wasting a lot of our time.
8) Surely, your staff members should be trained to check the invoice number and invoice dates as part of processing all claims.
9) DON'T USE this insurer, they are very happy to take your money but make you jump through hoops to claim your benefits!
10) we will definitely NOT renew our insurance policy with Australian Unity;
11) Management should save money by sacking Michael and all processing staff and simply use Chat GPT Agents to read and process claims now. I am sure AI Agents will be able to distinguish the different dates and invoices numbers! The money saved could be used to reduce our premiums.
P.s instead of giving me the general help line number below, if you were truly serious about resolving my complaint, how about you give me the email of your general manager, ie someone with actual authority to kick some ass! Refer to the Feedback respondent authentication key: 298NC4

They can't answer customers queries. This is with regard to an insurance Bond. Asked them to send the forms to redeem it through the mail as I am aged and would need to go to Officeworks to print it out. Don't send me the forms and ignore all emails to ask why.
Astounding arrogance.