Complaints & Dispute Resolution

At Emergency Services Health, we're constantly trying to improve the quality of our products, processes, and services.

Your feedback, good or bad, is an important part of this process.

If for some reason you are not satisfied or you would like to pass on some feedback, please let us know and we will work to resolve the problem.

Our customer service officers can address a wide range of issues on the spot.

If necessary, their supervisor will be on hand to discuss your concerns and, if you are still not happy, your complaint will be elevated to the senior manager responsible.

Emergency Services Health is brought to you by Police Health Limited ABN 86 135 221 519.

View our Complaints Policy Here, or contact us via your preferred option below. 

Call Us
1300 703 703

Email Us
enquiries
@eshealth.com.au

Write To Us
Emergency Services Health
Reply Paid 84966 Halifax St SA 5000

Private Health Insurance Ombudsman

If you are still not satisfied, you can contact the Commonwealth Ombudsman who provides an independent service for consumers with health insurance problems and enquiries.

The Commonwealth Ombudsman's contact details are:

Claiming made easy

Get more value and benefits from your private health insurance, without the hassle.

Lodging claims for Extras with Emergency Services Health is easy. Depending on the service and provider, there are a number of ways that you can claim.

Emergency Services Health Mobile Claiming App

As a member of Emergency Services Health, we’ve got your back. Our Emergency Services Health App lets you manage your health cover 24/7.

Use the app to:

  • Easily make a claim for you or your dependents

  • Access benefit limits and cover details

  • View your claims history

  • Update your contact details

Who can use the Emergency Services App?

Anyone can access general fund information via the app, but to use features relating to your membership, you must be an Emergency Services Health Member and have registered your online membership account.

Take the first step in having cover like no other - get a quote now!
Choose your cover
Emergency Services Health specialise in providing only the best cover making your choice easy.

On the spot claims on extras services

With the majority of extras claims such as dental and optical, health providers can process your claim on the spot using EFTPOS-style claiming facilities provided by HICAPS and iSOFT HealthPoint.

These are often referred to as "On the spot" claiming. On the spot claiming has become the preferred option for most policyholders, with more than 85 percent of eligible claims being processed this way.

All you have to do is swipe your membership card and sign to validate the service. Your claim will be automatically lodged with Emergency Services Health and we pay the provider directly.

There is no need to pay the full consultation fee up-front and then wait for reimbursement of your benefit. Just present your Emergency Services Health membership card, pay any out of pocket gap and you're done.

Who offers on the spot claiming?

To find out if your health provider offers on the spot claiming simply look for the HICAPS & iSOFT logo or contact your health provider.

You can also search online for health providers that offer HICAPS.

While Emergency Services Health accepts most claims on the spot, the service is not available for pharmacy, health appliances (including hearing aids), counselling and eye therapy. By handling these claims manually, we are able to deliver better and fairer benefits to our members for these services.

There may also be situations where benefits cannot be processed on the spot, or where there is no benefit entitlement. In these situations, you will be asked to contact Emergency Services Health.

HICAPS Search

Other extras services claims

Not all extras claims can be lodged on the spot. For extras claims that cannot be lodged on the spot simply fill out an Emergency Services Health claim form and send it with the relevant accounts and receipts to any of the three options:

  • Email: [email protected] (Include your membership number in the email subject line)

  • Mail: Emergency Services Health, Reply Paid 84966, Halifax St SA 5000

Alternatively, if you are happy for the money to be paid into your nominated contributor account you can download the Emergency Services Health Mobile Claiming App.

How to receive your benefits faster!

Claim as soon as possible - provide us with your bank account details so your benefit is paid directly to your account. Claims for services older than two years will not be accepted. 

More Information

Your Private Health Insurance Guide To Hospital

What’s different when you have private health insurance?

This guide explains your rights and responsibilities as a private patient entering hospital – what you should know and what you should ask, whether you have hospital cover or not.

Read More

Waiting periods for claiming on Hospital and Extras

Depending on your circumstances, you may have a period of time you need to be covered before you’re eligible to claim on certain procedures or services. 

But if your switching from another fund and you have already served your waiting periods, they switch with you so you will not have to serve them again.

Read More

Frank & Kathy

June 2016

We were quite surprised to find Emergency Services health offered a really comprehensive package tailored just for us. The price is right for what you get too. All enquiries have been answered either by email or on the phone. Highly recommend this for all members seeking health insurance.

Want to learn more?

If you ever thought you might get better value switching your top-level health insurance from a big-name provider — you were right!

Leave your details and a specialist will be in touch to assist you further. 

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