Australian Unity Health Insurance Reviews 1,245

Join Australian Unity on the basis of knowing I would be needed nasal surgery and was happy to wait the 12 month waiting period. I signed over the phone and explained my situation to which my current plan was told would cover the surgery I needed. 5 years later I eventually went through with the surgery and called through to Aus Unity all of the item numbers prior to surgery that had provided to me. I was told over the phone that those item numbers would be covered and that I was only covered for day surgery so if I stayed overnight there would be chargers I would have to cover. Post surgery I got a phone call from my surgeons office tell me that Aus Unity had only covered HALF OF THE BILL! When they phoned they told my surgeons office they states that my cover was only basic and didn’t cover the whole cost! This was NEVER explain to me when joining Aus Unity OR prior to my surgery when I phoned with ALL of my item numbers! They stated that the surgeon should have told me that MY insurance through THEIR company had a gap fee prior to surgery. I am now just over and extra $1000 out of pocket.
This insurance company is VERY untrustworthy and misleading with hidden costs! Would not recommend and will be changing providers!

Been on hold now 48 minutes just to review a Policy. Whilst on hold i called Bupa, Spoke with someone and changed my provider. Disgusting service

They make it so hard so you give up making claims.
Worst insurance company I have ever dealt with in my life.
Now CS will come and apologise for terrible experience, Which I already communicated with CS over the phone.
Stay away people my only advice.

I called to cancel my policy only to have AU continue to deduct payments. I called a second time, this time reassured that they'll cancel - only to have payments again deducted. I called a third time -pretty frustrated - and requested full refund of the previous two unauthorised deductions. My latest phone call today, chasing the confirmation letter and refund resulted in someone on the line who sounded half asleep and slurred his way through the conversation. I kept asking if he was there for him to intermittently answer something incoherent. Just weird, time wasting and probably the worst service I've experience. And I've never written a review before - so this one pushed me!

Our hospital cover as a couple carries a $500 excess which I assumed was per person per year. My husband has just had bowel cancer surgery and we paid the $500 in January. He went for his first chemo session in February and we were charged $250 excess for it and we will have to pay the same at next weeks session. AU told me it will be capped at $1000. Why call it $500 excess? Why penalise couples? If he was single it would be $500. Hopefully I wont need a hospital admission this year so why should $1000 be charged???? It is morally wrong.

Don't do it people. The customer service is non-existent, and when I rang to complain about an ongoing issue form 4 months ago, after 35 minutes Robyn hung up on me without resolving the issue. (No I was not swearing but was a bit terse as this issue is ongoing and seemingly unfixable). I have proof that I am right via emails. Do not put yourself through the misery.

I recently changed our Health Insurance after many years with Aust Unity . The standard of customer service has become so bad and what would a appear lack of staff training , bad manners, and other many problems to many to mention .Find another provider.
Ken.

I personally dnt want to give them a single star. They have a doggy customer service who even dnt know the definition of most of the things.they only know who to doge poor immigrants. It was a mistake to buy ther policy.they will not pay any bill even a single bill in 2years.

Just becareful as we thought ambulance was covered like the other insurances we had but leant they didn't cover but when we joined it was the same cover we were told.

It's really a nightmare to call the Australian Unity Home Care Service! First, I talked to a male officer then he referred to another female officer and then again this one transfer me to another one; they let me wait and wait and wait till I gave up the call! Obviously they don't care about customers! What's the point of using their service!!!

Very confusing, hard to claim.

Actually calling AU is a complete nightmare. Waiting period on the phone is horrible then when finally being answered wait again to be transferred to the correct area. When finally answered, the call is disconnected. This happens on every single call!!!!
The consultant fails to follow up on anything and forgets to contact you when you’ve been told they would. I should have stayed with BUPA!!! BUPA fees are extremely high BUT....they do follow up on unfinished calls and do let you know what is going on with your current policy. Australian Unity is a disgrace.

Hi Cat,
Just got a call from your customer experience team and they are trying to pin the blame on me rather then investigating the issue and resolving it when clearly the issue is with enrolling new customers with deceitful means by AU and its agents! This is going beyond joke. I hope your CEOs are looking into these matters. People note there is no genuine resolutions here but a facade!
Cat - Look into the matter yourself and then respond truthfully.

Enquired about home care services for an aged relative in September. No response. Sent second request. Three weeks later finally got an email apologising. Responded with requests for information. Two weeks later, no response. I've given up. If this is how they deal with a potential new client before signing up, it doesn't bode well as to how they would actual service a client on a regular basis. Home care for aged people is critical for their well being - clearly this organisation doesn't display much skill at doing that. Caveat Emptor.

Called Multiple times to get a policy Cancelled and a Refund kept on getting the run around for 2 weeks and got told one thing and nothing would happen Customer service in all departments not good most times. Waited on a Average of 45 mins every time to get to the resolutions Department are they that busy fixing poeples problems with the company Stay Away from AUSTRALIAN UNITY there is much better around

I called to cancel my policy 3 weeks ago. I was owed a refund and called multiple times to chase it only to ultimately be told I am getting a cheque in the mail. The cheque arrives and my post office tells me I cannot deposit it as it does not have my full name on it. Fast to take your money but a hassle to get a refund.

Three times to resolve membership issue, around 40 mins hold each time "solutions Team" not really able to solve anything. losing hours of day trying to deal with them

I've been charged twice after cancellation.
Despite my call and the new insurence email for getting this cover terminated.
Slow and not efficient procedure of refund.

Worst experience ever. Lodged a complaint. Forced into a long queue three days in a row to get a simple answer. Matter was urgent. Staff member said she would phone me back in 30 minutes. Never called back. Had to call again and queue for another 40 minutes. Incorrectly recorded my email address three times. Never experienced this from other health funds

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.