Medibank

Have been a medibank private member for multiple years, only recently had to make my first hospital claim for a simple hernia surgery which is clearly shown as having full cover in my hospital cover. Called through to confirm the surgery would be covered only to be told the type of hernia I have isn’t covered and they couldn’t do anything for me. Looked through my documents again and found nowhere that states certain types of hernia aren’t covered. Went into the store at north lakes with the item numbers and explained the situation, was told exactly the same thing. Even though the description for the item number surgery I required clearly says Repair of symptomatic umbilical, epigastric or linea alba HERNIA nobody I spoke to would help me. The manager at my surgeons office took it upon themselves to call and managed to clarify this on my behalf which i was very grateful for and I felt relieved that this was all sorted. Next thing the day before my surgery the hospital called saying that MBP won’t cover the procedure and I will be out of pocket $2100 for the hospital costs!nI then proceeded to spend an hour on the phone while I was at work frantically trying to sort this out AGAIN. Was told there was no record of any conversation from the surgeon and again that this surgery won’t be covered. Not until the very end of this interaction the person I was speaking with miraculously found a reference number which must have been written on a post it note and stuck in a dark corner somewhere, and finally told me that this would be covered. I asked if they could contact the hospital and clarify this so I wouldn’t be stuck when I arrived. Arrived at the hospital the next morning, still no cover from MBP. Luckily I had the mystery reference number to give the hospital so they were able to clarify yet again that I was covered. By far the most disorganised and unhelpful company I have ever dealt with. After all this as well there was no offer for any compensation for the inconvenience. Had to argue for a measly free month of cover, which I doubt will be applied. Will be taking the $1800 dollars I spend on premiums elsewhere.

Rachelle was so helpful and very informative.nNothing was too much trouble for her.nMedibank is very lucky to have an employee like her.nThank you for your expertise.

I had a great customer service and experience with a wonderful and professional staff here today.nnRhian provided accurate and concise information about my insurance policies for my tax return. She also provided a great and professional solution for my complex needs and circumstances.nnShe is one of the most reliable employees I’ve ever seen in Medibank. Thank you Rhian.

I had fantastic service from Rhian - she was super helpful, explained everything clearly, and was incredibly friendly. Thanks so much!

On 31/3/19 Rachelle at North Lakes helped me arrange my 2019 Premium cheerfully and professionally.nJob done! Bronwyn