Health Insurance Complaints

We understand the importance of providing excellent service, and how to help Members get value from their health Cover. We also know that Member feedback can help improve the quality of service. We have a process for dealing with complaints to ensure they are heard.

Step 1: Talk to Us

The first thing you should do is talk to one of our consultants about your concern. Phone us on 13 50 50.

The consultant may be able to resolve the complaint for you.

Step 2: Contact Customer Resolutions

If the consultant cannot resolve your complaint, you may request the matter be referred to Our Customer Resolutions Team.

The Customer Resolutions Team will aim to acknowledge receipt of your complaint within 2 working days and assign a Case Manager to conduct an independent review of the matter. Their commitment is to ensure that all complaints are dealt with respectfully, sensitively, fairly, promptly, knowledgeably and consistently.

You can choose to contact them by writing to:

Customer Resolutions Team
Reply Paid 62208
Locked Bag 2010
Newcastle NSW 2300

Or Email: apiahealthcomplaints@nib.com.au

Your Case Manager will aim to contact you with a decision usually within 5 working days of making contact with you over the phone and within 15 working days for all other correspondence

Step 3: Seek an external review of the decision

We will make every possible effort to resolve your complaint to your satisfaction. In the event that you are not satisfied with the outcome of your complaint, you may wish to contact the Private Health Insurance Ombudsman.

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

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

Phone: 1300 362 072

Apia acknowledges the Traditional Custodians of the lands on where we work, live, and conduct business across Australia. We pay our respects to Elders past and present. Read more about our commitment to reconciliation.

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AAI Limited
Australian Pensioners Insurance Agency Pty Ltd (Apia) ABN 14 099 650 996 AR 239591 is an authorised representative of AAI Limited ABN 48 005 297 807 AFSL 230859 (AAI), the issuer of Home, Landlord, Car, Motorcycle, Caravan, Motorhome, Boat, Travel, Compulsory Third Party Personal Injury (CTP) Insurance and Motor Accident Injuries Insurance (MAI Insurance). Registered Office: Level 23, 80 Ann Street, Brisbane QLD 4000.

Any advice provided is general advice only and has been prepared without taking into account any person's particular objectives, financial situation or needs, consider whether it is appropriate for you before acting on it. Read the Product Disclosure Statement (and any related documents) before making a decision about general insurance. The Target Market Determination is also available

Health Insurance
Apia Health Insurance is issued by nib health funds limited ABN 83 000 124 381 (nib), a registered private health insurer, and is marketed by Platform CoVentures Pty Ltd ABN 82 626 829 623 (PC), a Suncorp Group company. PC is an authorised agent of nib and receives commission from nib.

This content is current for Home and Contents, Home and Contents Extra, Village Style Residence, Apartment Style Residence, Assisted Living Residence, Landlord, Car Advantage, Motorcycle, Caravan, Motorhome and Boat Insurance policies commenced or renewed on or after 23 March 2021.

Funeral Insurance

Apia Funeral Insurance is issued by TAL Life Limited ABN 70 050 109 450 AFSL 237848 (TAL Life) which is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). TAL is not part of the Suncorp Group. TAL Life uses the Apia brand under licence from the Suncorp Group. The different entities of TAL and the Suncorp Group of companies are not responsible for, or liable in respect of, products and services provided by the other.

Any advice on this page in connection with the Life products is general in nature and is provided by Platform Ventures Pty Ltd ABN 35 626 745 177 AFS Representative Number 001266101 (PV). PV is part of the Suncorp Group and an authorised representative of TAL Direct Pty Limited ABN 39 084 666 017 AFSL 243260 (TAL Direct). General advice does not take into account your individual needs, objectives or financial situation. Before you decide to buy or to continue to hold a Life Product you must read the relevant Product Disclosure Statement. The Target Market Determination (TMD) for the product is also available.

TAL Life is proud to have adopted the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities.