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Customer Service

 

How can we help you?

We encourage all of our customers and members to contact us to get help, find answers or provide comments and feedback about their experience with Navy Health.

 

What you need to do?

It is important that you read and retain all information sent to you from Navy Health for you records. Please ensure you take copies of all receipts forwarded to Navy Health.

 

Paying a compliment

When you have received exceptional service from a Navy Health Members Services Officer or found something that you liked while using one of our services, we would like to hear from you.

Simply communicate your compliment(s) through one of the contact methods outlined in Member Feedback.

Please ensure that any documentation is sent to the Head of Operations and marked Private and Confidential.

 

What should I do if I have a complaint?

If you are dissatisfied with any aspect of Navy Health’s services or products or feel that our service has failed to meet your expectations, we would appreciate hearing from you. We are committed to resolving your complaints in a fair and efficient manner and view your feedback as a vital opportunity to improve.

To ensure you have the best possible customer experience, please make sure that you:

  • Gather all supporting documents and information relating to your complaint,
  • Think about any questions you need to answered that will help us resolve the issue more efficiently, and
  • Contact us as soon as possible.

 

How will Navy Health handle my complaint?

Navy Health is committed to resolving your complaint the first time you contact us. We understand that it is important to listen to you and address each of your concerns.

We encourage you to discuss your complaint with the first Member Service representative you speak with, however if you are not satisfied with their response to your complaint it will be escalated to their manager to review and resolve.  We are confident that in most cases, our Member Service staff will resolve your complaint to your satisfaction.

If you are not satisfied that your complaint has been fully resolved, you have the option of escalating the matter to our Head of Operations, who is dedicated to resolving issues from our Member Services staff in a fair, prompt and unbiased manner.

The Head of Operations will investigate your complaint and contact you within five business days upon receipt of your correspondence, to resolve or advise you on the status of your complaint.

 

How do I lodge my complaint?

You can lodge your complaint in any of the following ways:

Member Services

Phone: 1300 30 6289 8:30am-5:00pm (AEST) Mon-Fri
Email: query@navyhealth.com.au
Mail: Navy Health Limited, PO Box 172, Box Hill VIC 3128
Fax: (03) 9880 7939

 

If I am not satisfied with the handling or resolution of my complaint?

If you believe that Navy Health has not made reasonable attempts to address your complaint or you are not satisfied with our resolution, you have the option of contacting the Private Health Insurance Ombudsman (PHIO). From 1 July 2015, PHIO is included among the functions performed by the Commonwealth Ombudsman.

This organisation is an independent office, appointed by the Federal Government, whose services are free to all health fund members.  The PHIO handles enquiries, suggestions and complaints and will assist you in resolving a dispute.  For more information on this service visit www.ombudsman.gov.au

If you wish to contact this service you may do so via any of the following channels:

Phone: 1300 362 072
Email: phio.info@ombudsman.gov.au
Mail: Private Health Insurance Ombudsman
Office of the Commonwealth Ombudsman
GPO Box 442, Canberra ACT 2601

 

How to Contact Us

Phone: 1300 30 6289 8:30am-5:00pm (AEST) Mon-Fri
Email: query@navyhealth.com.au
Mail: Navy Health Limited, PO Box 172, Box Hill, VIC 3128
Fax: (03) 9880 7939

If you are contacting us to pay a compliment or make a complaint please ensure that any documentation is sent to the Head of Operations and is marked Private and Confidential.

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