Complaints & Dispute Resolution

Our approach

At ProperCover, we believe complaints should be handled properly. Feedback helps us improve our service, fix issues, and make sure customers are treated fairly.

This policy explains how we handle complaints and disputes, what you can expect from us, and what to do if you’re not satisfied with the outcome.

How to make a complaint

You can contact us by phone, email, or in writing. To help us investigate your complaint properly, please include as much detail as possible, along with any relevant documents or supporting information.

Email: complaints@propercover.com.au
Phone: 03 0000 0000

What happens next

Once we receive your complaint, we will acknowledge and respond promptly within 3 business days, by phone or in writing.

We aim to resolve complaints as soon as possible and provide a substantive response within 21 days.

If we’re unable to provide a final response within 21 days, we’ll let you know, explain the reason for the delay, and keep you updated on progress until the matter is resolved.

A complaint will only be considered closed once it has been resolved to your satisfaction.

Extra support

If you are deaf or have a hearing or speech impairment, you can use the National Relay Service (NRS) on 1300 555 727.

If you need language support, the Translating and Interpreting Service (TIS National) is available on 13 14 50.

If you need any other assistance to make a complaint, let us know. We’ll do our best to make the process as easy and accessible as possible.

Our commitment to fair resolution

We aim to resolve complaints promptly, fairly, and with as little stress as possible. If you have any questions about our complaints process, you can contact us at complaints@propercover.com.au.

If you’re still not satisfied

If we’re unable to resolve your complaint to your satisfaction, you may have other options depending on the nature of the issue.

1. Contact your health fund directly
If your complaint relates to a particular health fund or policy, you can contact that fund directly. Each health fund has its own complaints process.

2. Contact the Private Health Insurance Ombudsman
Email: phi@ombudsman.gov.au
Phone: 1300 362 072
Post: Commonwealth Ombudsman, GPO Box 442, Canberra ACT 2601
Website: www.ombudsman.gov.au

The Ombudsman provides an independent and impartial process for resolving complaints between consumers and participating service providers.

In most cases, the Ombudsman will expect that you have first given both us, and your health fund where relevant, the chance to address the issue before they step in.