nib health funds

"I used their telehealth call option today. Had to pay $49 upfront. Call booked for 2pm today. 2pm came and gone. No call at all. Logged a query. They use an AI chat bot. No help at all and no call. You also can't call telehealth. Not recommended."

"UPDATE (1 June) I am extremely disappointed that this issue remains unresolved almost three months after my initial cancellation request. On 4 March, I contacted NIB to cancel my policy. After verifying my identity over the phone, I was told that I would need to wait for another team to call me back from an unknown number to reconfirm my details before the cancellation could be processed. I waited, but no one ever called. Despite my cancellation request in March, NIB continued deducting premiums from my bank account through April and May. When I contacted NIB again on 1 June, I was informed that they were unable to refund the April and May payments and that I would once again need to wait up to 48 hours for an unknown number to call me back to reconfirm my details before my policy could be cancelled. I find it unreasonable that a customer can verify their identity during a cancellation call but still be required to wait for another unsolicited callback to complete the process. It is even more concerning that payments continued to be taken for months after my original cancellation request, yet no satisfactory explanation or resolution has been provided. This experience has caused significant frustration and inconvenience. I expect NIB to review this matter, investigate why my March cancellation request was not actioned, and provide a fair outcome regarding the continued direct debits taken from my account."

"Phoned service number was connected to a Chatbot named NIBBY I called to find out if my Item numbers were covered by my insurance the bot asked what surgery I was having then asked what hospital I was attending NIBBY could not understand & kept repeating the question in a loop after several minutes I was too frustrated to go on I will definitely have to part ways with NIB & look for a provider with more of a Human resolve CHATBOTS can never replace humans!!!"

"No email.to send documents..you only call a number that direct you to a chat box. Started the conversation, transferred to a human to chat with but they just disconnect ceremoniously and no document is uploaded. It has happened twice. Its not my connection...its from their end. Its hard to communicate with them...no need to have them offer services if no proper channels of communication"

"Claims can only be made online. Plus there is zero discount for up from annual payment- direct debit discount only. I have claims to make but will not provide my account details despite all these big companies assuring how "secure" they are. I have already been involved in 2 major company's being hacked- ie customers details accessed. So I dont believed any of the sales pitch about how much they 'care'. It is all about profit. Too bad if we are hacked. Phone help was excellent but limited."

"At first we had trouble with NIB THRIVE but we now have the best lady who looks after us and has been great"

"A reprehensible organisation that’s utterly shameless in their profiteering from their customers. Don’t expect your claim to get paid out unless it fits within a tiny and incredibly specific window."

"NIB most unethical healthcare, constant pestering to transfer from AU Unity to them, offered joining bonus of free 3 months , joined, been since last July, when Myotherapist used card to claim treatment, gets rejected even though they’ve not paid a dime for 4 treatments allowed, stool sends Pestering emails, asking me to sign up with these clowns🤬🤪"

"I am appalled at the manipulative & appalling nature of NIB. I transfered across from another Health care group that provided “full hospital” coverage only to find out that NIB has 2 levels of Hospital cover & they gave me the cheaper cover in order to sign me up. I am now told that they offered me Hosp Cover that does not include hip replacement surgery!!! When someone says “you have Hospital Cover” it means you are covered for any Hospital procedures. This NIB health care is offered by Qantas… why are they using such a shonky provider??? Leaving me with a +$20k out if pocket bill that I will have to take out a second mortgage to fund. I’m devastated!!! Never use them NIB"

"Paid $50 for a phone consultation to have my scripts filled. Could only get 1 script per consultation and was told I had to book another consultation for each script. Ridiculous"

"I am extremely dissatisfied with the cancellation process at NIB Health Insurance. During my initial call, my identity was fully verified. Despite this, I was informed that cancellation cannot proceed without a secondary callback [from an unknown number] within 3 business days to reconfirm my personal details. No alternative secure method [such as written confirmation or online verification] was offered. Given the prevalence of scams, requesting customers to disclose personal information to unidentified callers raises legitimate security concerns. I also attempted to resolve the matter via online chat and was placed on a same-day callback list, which was not honoured. The process appears unnecessarily restrictive, complicated, inconvenient and creates avoidable barriers for customers wishing to cancel. I expect a more secure, transparent and efficient system. Very disappointing experience."

"Prior to taking out extras health fund, I had been with another fund that charged $10 less per week - but I had contacted i-compare and the consultant listened to my needs, basic - optometry and dental and advised me that NIB refund $300 per year optometry. Based on that and increased dental refund, I changed to NIB. I went to specsavers yesterday and found I only got back $169 on spectacles (60%) - the policy is misleading, and if I had stayed with the old, cheaper health fund - one gets back 100% or $180. This shows NIB is not transparent and an expensive option. Specsavers informed me that they hear the complaints from NIB customers all the time - expecting $300. Today, I went back to the cheaper and better health fund AHM where they're more honest. Very angry with NIB and wouldn't even rate 1 star. So, before I was paying $13 pf with AHM, on advice of comparing funds that I would get better, I was paying $25 pf to NIB and I got less back than if I was with AHM. I also strongly suggest do your own research and do not fall for what compare market consultants advise because the truth is NIB only gives 60% back. Poor value."

"Very disappointed with my recent service from NIB. Very slow to respond to requests for pre approval. Do not answer the phone. The policy changes and huge increases in premiums is added insult to injury. BEWARE DO NOT PUT YOUR HEALTH IN THE HANDS OF THESE MUPPETS."

"I was on an NIB visa-compliant health insurance policy, and the premiums became excessive. In December 2025, an equivalent policy from Medibank was $100/month, while NIB increased mine to $165/fortnight — almost triple the price. The yearly increases feel abusive, and the value for money is poor. I strongly recommend comparing other insurers before choosing NIB."

"I was recruited by an external company to change providers after years of satisfied service with Frank Health. I was reassured I could pause my plan Jan 2025 as I don’t work during this period. I was later informed I’d need to be a client for 12months to do this (2 months shy). I downgraded my plan for the period and was then given information about a no gap dental service only to transfer my client files to a new dentist and then there was a gap fee on the day of the appointment. I’m a health professional myself and this is misleading conduct. I’ve called to resolve now a 5 day wait to determine the outcome."

"The worst health insurance Australia could possibly have. They don’t help with anything and put nurses on the phone who say they don’t know how to help their patients. Terrible! The worst of all"

"I would like to express my sincere appreciation for the outstanding customer service provided by Meghan from NIB. Her depth of knowledge across NIB products was immediately evident, and she guided me effortlessly through changing my policy type to ensure I received the most appropriate extras cover for my current needs. She also provided up-to-date information regarding pain-management device options, which was extremely helpful. Meghan’s kind, patient, and caring nature made the entire process easy and stress-free. She explained each step clearly, offered practical next-step advice, and delivered quick yet thorough explanations that were simple to understand. Her professionalism and genuine desire to help truly set her apart. I would also like to extend my thanks to her supervisor, Cheryl. Both Meghan and Cheryl demonstrated exceptional professionalism, warmth, and genuine care throughout our interaction. They are both tremendous assets to NIB. I am incredibly grateful for the support I received—outstanding service in every regard. It is your high quality customer service that keeps us renewing our yearly policy for the past 13 years, mostly to do with the wonderful customer service. On a separate phone call, outstanding customer service from Hannah today, she was incredibly helpful!"

"Worst health insurance company ever. Extremely slow response to basic questions and requests. Don't care about their customers in the slightest. Their customer service is beyond a joke. 28%+ price increases every year too. Stay away, don't go near them!!"