The role of the Private Health Insurance Ombudsman (PHIO) is to protect the interests of people covered by private health insurance. PHIO carries out this role in a number of ways, including our independent complaints handling service, our education and advice services for consumers and our advice to industry and government about issues of concern to consumers.

The focus of PHIO’s complaints handling service is on ensuring we are independent, objective, accessible, effective and timely. In dealing with complaints, we assist people to resolve disputes and act as an umpire in dispute resolution at all levels within the private health insurance industry.

Industry Resources

The following publications are often referenced by our office in dealing with health insurers and industry when resolving complaints.

PHIO: How we deal with complaints (Information for insurers)

This document focuses on the process of handling complaints made about private health insurers and provides information for insurers about engaging with our Office. This document applies to the Office’s public reports for the 2021-22 financial year onwards.

Pre-Existing Conditions - Best Practice Guidelines

The Best Practice Guidelines were released by the Department of Health in September 2001.

A Quick Guide to the Private Health Insurance Ombudsman’s New Inspection Powers

This document summarises the Office's powers to conduct inspections of private health insurance insurers and health insurance brokers. These powers came into effect in September 2018 following amendments to the Ombudsman Act 1976.

This document was developed in consultation with private health insurance industry stakeholders in 2019. It includes answers to frequently asked questions regarding how and when the new powers are likely to be used, and how this may affect insurers and brokers.

PHIO Mediation Guidelines

The Private Health Insurance Ombudsman has legislative power to require health insurers and healthcare providers to attend formal mediation, in order to resolve disputes that may affect consumers’ rights and entitlements under their private health insurance cover. These disputes usually occur when there is disagreement between parties about the renewal of a Hospital Agreement.

Hospital Agreements: Termination and Transition Guidelines for Hospitals and Insurers

The following guidelines have been developed in consultation with the private health industry to support consumer protection and minimise undue disruption and risk to the industry when contractual agreements between health insurers and hospitals are terminated.

Detrimental Changes to Health Fund Policies

PHIO's recommendations for insurers in relation to advising members of detrimental policy changes: