Complaints and Disputes

Our Commitment

Smart Compare Health Insurance takes complaints seriously.

You may make a complaint without charge if you are dissatisfied with our website, comparison service, communications, privacy practices or the way your enquiry was handled.

Step 1: Contact Smart Compare Health Insurance

Submit your complaint through our Contact Us page.

Please include:

  • Your full name;
  • Your preferred contact details;
  • A clear description of the issue;
  • Relevant dates;
  • The outcome you are seeking; and
  • Any supporting documents.

We may contact you if additional information is required.

Step 2: Internal Review

We will review the circumstances and determine whether the matter relates to:

  • Smart Compare Health Insurance;
  • ItsMy Health;
  • A participating insurer; or
  • Another service provider.

We will aim to provide a clear explanation of the outcome and any action taken.

Complex matters may require additional time or information.

Step 3: ItsMy Health or the Relevant Insurer

A complaint may need to be referred to ItsMy Health when it concerns the comparison platform, consultant interaction or application process.

Complaints concerning policy premiums, waiting periods, exclusions, membership, benefits, claims or policy administration should generally be directed to the relevant private health insurer.

Step 4: Commonwealth Ombudsman

If a private health insurance complaint remains unresolved, you may contact the Commonwealth Ombudsman’s Private Health Insurance function.

The Commonwealth Ombudsman can consider complaints involving private health insurers, health insurance brokers and other participants in the private health insurance industry.

Privacy Complaints

Privacy concerns should first be submitted to Smart Compare Health Insurance through our Contact Us page.

If you are not satisfied with the response, you may be entitled to contact the Office of the Australian Information Commissioner.

No Effect on Other Rights

Using our complaint process does not prevent you from exercising any other right or remedy available under Australian law.