Complaints Procedure

Ways to reach resolution

At UniMed we strive to provide excellent customer service and empathetic support to our members. However occasionally things can go wrong or a member is unhappy with a decision we have made.

Our Complaints Process provides the opportunity to provide feedback, seek review of a decision or request an alternative action.

As a member of the Insurance and Financial Services Ombudsman scheme, members who remain unhappy at the end of the Complaints Process can request a Letter of Deadlock in order to access the IFSO’s services.

The Complaints Process varies depending on the type of complaint that you have. We will acknowledge your complaint by the end of the next business day and will respond fully once all information has been gathered and a full review has taken place. Please be aware that in some cases this process can take some time, especially if we have to seek information from third parties such as doctors or business partners.

Claims Decision

Claims Decision

If your complaint relates to a claim decision the steps are:

  1. Initially you should seek a review by the Claims Manager. You should make this request in writing (email or letter) and include detail of the claim decision and why you are unhappy.
  2. If you remain unhappy you should request escalation to the GM Operations. You should make this request in writing.
  3. The final stage in the process is an escalation to UniMed’s Board. You should provide a written submission in advance of the Board meeting for consideration.
Administration Complaints

Administration Complaints

If your complaint relates to a decision we have made on your policy relating to exclusions or administrative changes the steps are:

  1. Initially you should seek a review by the Membership Services Manager. You should make this request in writing (email or letter) and include information about why you are unhappy. You should provide additional supporting information if you have it.
  2. If you remain unhappy you should request escalation to the GM Operations. You should make this request in writing.
  3. The final stage in the process is a review by UniMed’s CEO. You should make a submission in writing for consideration.
Premium Payment Complaints

Premium Payment Complaints

If your complaint relates to your premium payment or collection the steps are:

  1. Initially you should seek a review by the Premiums Manager. You should make this request in writing (email or letter) and include details of why you are unhappy.
  2. If you remain unhappy you should request escalation to the CFO. You should make this request in writing.