What do I do if I have a complaint or a concern? Show content

Step  1:  Tell us about your feedback

In many cases, your concerns can be quickly resolved by contacting us directly.

Step  2:  Make  a complaint

If we haven't been able to resolve your feedback in the first instance, you can request for your complaint to be escalated for review.

If we have not done this for you already, you can lodge your complaint by emailing correspondence@seeuhealthinsurance.com.au or by calling us on 1300 449 260. Alternatively, you can post your complaint to:

see-u by HBF
Locked bag 2234

Brisbane QLD 4001

Our team will be in touch within two business days of your complaint being raised to let you know that we have received your complaint and will do our best to resolve the issue within five business days, if not sooner.

Depending on the situation, we might need additional time to investigate your concerns - we will always let you know if this is the case.

Further escalation (if required)

If you are not happy with the outcome of your complaint investigation, you can request to escalate the issue within see-u for further independent review by our Internal Dispute Resolution Panel. This is the final step of the internal review process and can take up to 15 business days for see-u to provide an outcome.

If at any stage you would like an update on your complaint, you can request this by contacting us at correspondence@seeuhealthinsurance.com.au

Step  3:  External Review

If you are not satisfied with the outcome of our internal complaint resolution process, you can contact the Private Health Insurance Ombudsman for an external review of your complaint.

To make a complaint with the Commonwealth Ombudsman, contact them at www.ombudsman.gov.au

If we are contacted by the Private Health Insurance Ombudsman, we will provide a response to the Ombudsman within 3-10 business days, if not sooner.

For general information about private health insurance, see www.privatehealth.gov.au

What  information do I need to provide with my complaint?

We will do our best to investigate your complaint based on the information we already have. However, it will be helpful if you can supply the following to assist our review:

  • As many details as possible in relation to your case, so that we can understand the issue in full;
  • Your contact details and the best time to reach out to discuss your complaint, as well as your preferred method of contact (phone or email); and
  • Any supporting documentation that you feel is relevant to your complaint.

see-u is committed to ensuring the way it collects and handles your personal information is in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Our Privacy Policy will be reviewed and updated from time to time and we encourage you to visit our website at any time to view the latest version.

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If you have had a positive experience with see-u, we would love to hear from you at info@seeuhealthinsurance.com.au