Australian Unity 271 Spring Street, Melbourne, Victoria 3000

"The absolute WORST customer 'service' out of anywhere. You CANNOT get anyone on the phone, currently sitting on hold for over 45 min. Just need an answer to a simple question regarding HICAP codes. The app sux too, every time I try to use it, it won't accept my password. Same for the website - I am constantly locked out no matter what I do and every time I just have to "forgot password" just to get in. The website was recently 'redesigned' and the resulting product is about 50 times uglier and way harder to use than the prior incarnation. An absolute joke of a company. Happy to take your money (and keep increasing costs whilst never increasing benefits) but to talk to someone about something? Forget it. I'll be changing providers once I get enough time to do all the boring comparison and research work."

"Went to claim optical but AU have not processed my return confimation to them in March that l am still a student so account was suspended. Very poor effort and was on hold for 40mins also."

"The waiting times and the overall waiting experience are terrible. It took over an hour for me to resolve a simple enquiry that couldn't be done online. I will be switching my insurance provider."

"Watch out customers! When cancelling a policy they will continue to deduct money from your account saying they were unaware of cancelled policy. They were notified and acknowledged that they had received cancellation but still 2 payments later are still committing FRAUD AND THEFT!"

"There has been a disappointing decline in the customer service. For instance, I emailed and was told someone would call me about my premium renewal and they never did. When I tried to call and after waiting several minutes on hold, I was told I had to speak to a different area, even though I thought I’d followed the correct prompts, and the call was then disconnected by AU. I tried to ring back but gave up after another several minutes on hold. I emailed to advise this. No response. The hospital and extras product that I have held over the years are discontinued after a few months so I am moved to a different product within each year which is always more expensive with extras I don’t need and clearly not suited to my needs so I need to alter it. My premiums then go up significantly each year. I’m not sure who benefited from the so-called premium relief and ‘returning $6m in savings to members’ during Covid, but my premiums have continued to go up several hundred dollars annually. Time to move on."