All Collections
Private Health Insurance
General Information
Hospital cover - Making a complaint or providing feedback
Hospital cover - Making a complaint or providing feedback
John Connor avatar
Written by John Connor
Updated over a week ago

The following only applies to hospital cover only. If you have a complaint in relation to health savings accounts, pet extras or pet insurance please read the ExtrasJar Complaints Policy for further details. 

Feedback and Complaints - Hospital Cover

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 would ever like to provide feedback, or if you would like to make a complaint about your Hospital Cover and membership, please reach out to us as, so that we can address your concerns and come to a resolution for you as quickly as possible.

Step One: Contact Our Partner Phoenix Health Fund

ExtrasJar and Phoenix appreciate and take your feedback seriously and any complaints will be dealt with in accordance with our Dispute Resolution Policy.

Call us: 1800 028 817
Email us: enquiries@phoenixhealthfund.com.au
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

For a copy of the Phoenix Health Dispute Resolution Policy, click here.

If you have a complaint in relation to health savings accounts, pet extras or pet insurance please read the ExtrasJar Complaints Policy.

Did this answer your question?