» Complaints Policy

Complaints policy

At Health + Travel Insurance Advisory (HTIA), we strive to simplify the complex world of private health and travel insurance with unbiased, expert advice. If our advisory services, brokerage procedures, or staff have fell short of your expectations, we want to hear about it so we can correct the issue immediately.

How to Lodge a Complaint

You can formally register a complaint through any of the following channels:

  • Email: Send your grievance directly to our resolutions team at health@htia.com.au.
  • Phone: Call direct on 1300 788 282 (Monday to Friday, 9:00 AM – 5:00 PM AEST).
  • Mail or In Person: Address your written correspondence to our physical offices:
    Attention: Complaints Officer, HTIA, Po Box 503 Southport DC . Southport QLD 4215.

 

What Information to Provide

To help us fast-track your resolution, please include:

  1. Your full name and contact information.
  2. The name of the underlying insurance provider or product fund being evaluated applicable to your application.
  3. A clear outline of your grievance and your expected or preferred outcome.

Our Expedited 7-Day Review Process

Because timing is critical with insurance policies and travel departures, we prioritize swift dispute resolutions:

  • Acknowledgment, Assessment & Investigation (Within 24 Hours): We will send an email confirmation acknowledging receipt of your complaint within 24 business hours. A senior adviser will investigate your file, auditing any policy recommendation logs or carrier interactions against internal guidelines and Australian Consumer Law guarantees.
  • Final Resolution (Within 7 Days): We guarantee a formal, definitive response and action plan within 7 calendar days of receiving your initial complaint.

Independent External Options

We aim to settle all client disputes quickly and amicably through our internal channels. However, if you believe our final resolution is unfair, you have the right to escalate the matter to an independent regulatory body:

 

For private health insurance complaints:
You can contact the Commonwealth Ombudsman on 1300 362 072 or visit them at www.ombudsman.gov.au and www.privatehealth.gov.au.