Happy members make us happy, and as such we are focused on providing you with the best, most personal health insurance experience possible. If you’d ever like to provide feedback, or if you’d like to make a complaint about your membership, please reach out to us so that we can address your concerns and come to a resolution for you as quickly as possible.
Step One: Contact Us
We appreciate and take your feedback seriously, and want you to know that any complaints will be dealt with in accordance with our Dispute Resolution Policy.
Call Us: 1800 028 817
Email us: [email protected]
Write to us: PO Box 156 Newcastle NSW 2300
Step Two: Escalation
Once you have contacted us as above, if you are not happy with the outcome the matter can be escalated internally to the Member Service Manager, and if required the Chief Executive Officer and/or Board of Directors.
Step Three: External Review
If, after our best efforts, you are still not satisfied with our review and result of your concern, you can escalate your issue to the Commonwealth Ombudsman for Private Health Insurance.
Online: ombudsman.gov.au
Phone: 1300 362 072
Dispute Resolution Policy
For a copy of the Phoenix Health Dispute Resolution Policy, click here.