Our commitment
We commit to:
- Listen, understand and acknowledge complaints and feedback
- Be transparent, clear and timely
- Support fairness and consistency
- Provide resolutions at the earliest possible point of contacting us
- Regularly monitor feedback to drive continuous improvements of our processes and services
- Comply with the voluntary Private Health Insurance Code of Conduct.
If things go wrong
Our mission to be your trusted partner in the provision of private health insurance goes beyond providing quality affordable products and high levels of customer service.
While we receive many letters of praise about our products and customer service advisors, like any organisation, we aren’t perfect and, on occasions, we also receive complaints. We believe that your complaints are of equal or greater importance than praise.
As such, we have stringent guidelines in place to ensure we acknowledge your feedback in the most efficient and timely manner.
So, in the unfortunate circumstance that you have a concern or complaint you can contact us through the following channels and expect an acknowledgement as indicated below.
How to make a complaint
- Call 1300 446 422 Monday to Friday, 8:30am-5pm AEST to talk to a GMHBA representative
- Contact us via webchat Monday to Friday, 9am-4:30pm AEST
- Visit a branch. Search gmhba.com.au/find-a-branch to find a location near you
- Email service@gmhba.com.au
- Log in to the member area via our website or the GMHBA app to make an enquiry and submit your feedback
- Write to us at PO Box 761, Geelong VIC 3220
We will respond to phone calls, branch visits, and webchats immediately during our operating hours, and we will follow up on all other contact methods within 5 business days. Where the matter is complex, we will attempt to finalise this within 20 business days. However, where the difficulty of the matter precludes this, we will inform you of the progress.
For more information on how to make a complaint and our internal procedures, see our Complaints Handling Process.
If you’re still dissatisfied with the outcome of your complaint, you can receive free, independent advice from the Private Health Insurance Ombudsman.
Hotline: 1300 362 072
International: +61 2 5117 3600
Website: www.ombudsman.gov.au
Post: Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601