Complaints Procedure

At UniMed we endeavour to provide excellent customer service and experience. Should you not be satisfied in any way by your experience, please contact us by either:

  • Calling us on 0800 600 666
  • Writing to us at PO Box 1721, Christchurch 8140
  • Emailing us at feedback@unimed.co.nz

 

As a member of the Insurance & Financial Services Ombudsman scheme, UniMed has established the following complaints procedures:

The formal complaints process for claims is as follows:

  1. If you are unhappy with a decision made by the Claims Assessor you can request that you claim is reviewed by the Claims Manager. This request should be in writing (email or regular mail) and should state the reason why you are unhappy.
  2. The Claims Manager will review your claim and any additional information you have provided and will reply to you within 5 working days.
  3. If you remain unhappy with the Claim Manager's decision you can request that your case is reviewed at the next Board meeting. Your request should be in writing (email or regular mail).
  4. The decision of the Board will be communicated to you within 3 working days of the Board meeting.
  5. If your complaint remains unresolved you can request a Letter of Deadlock so that the complaint can be referred to the Insurance and Financial Services Ombudsman (IFSO).

The formal complaints process for non-claims issues is as follows:

  1. If you are unhappy with a decision made by UniMed or by any part of your experience with us you should in the first instance discuss the matter with the Customer Service team.
  2. If you remain unhappy with the response your situation will be escalated to the appropriate departmental manager who will review the situation and reply to you within 5 working days of receipt of your complaint.
  3. If the departmental manager is unable to resolve the matter you can request that you situation is reviewed by the CEO. Your request should be in writing (email or regular mail).
  4. The decision of the CEO will be communicated to you within 7 working days of receipt of your email/letter.
  5. If your complaint remains unresolved you can request a Letter of Deadlock so that the complaint can be referred to the Insurance and Financial Services Ombudsman (IFSO).

Please note that a Letter of Deadlock is required in order to access the services of the IFSO, and that the IFSO is restricted to operating within specific areas of jurisdiction. Please refer to the IFSO website for further details: www.ifso.nz

 

Health Positive   Major Surgical   Hospital Select   Unicare Plus

 

 

 

Total value of claims paid since 1 July 2005 is

$327,639,483