Had an issue with ahm? Get a real response.
How to submit a complaint with ahm
If you’re an ahm member with a complaint, you’ve got multiple fast paths:
- Phone (fastest during business hours): Call 134 246 (Mon–Fri, 9am–6pm AEST). Ask the agent to log a formal complaint and request a case reference.
- Email (written record): feedback@ahm.com.au — include your policy number, full name, best contact, dates, who you spoke to, what went wrong, and what outcome you want (refund, fix, policy change, explanation).
- Secure message (portal/app): Log in at ahm.com.au or the app → “Message us”. Provide the same details as above if you prefer not to use personal email.
- Post (if sending documents): Address your letter to ahm (a Medibank division) via the postal details on ahm’s Contact us page and mark it Complaint. Email/phone is usually faster.
- Accessibility & support: Ask for interpreter services, accessibility assistance, or nominate an authorised representative to act for you.
What to include: Policy number, dates, names of staff, a clear description, supporting docs (no card numbers), and your requested resolution. ahm typically acknowledges immediately by phone or within 1 business day via email.
- First-contact resolution: Front-line teams try to fix simple issues on the spot (e.g., claim miscalculation, benefit explanation).
- Escalation to Customer Advocacy Team: If it’s complex or can’t be fixed immediately, it’s assigned to a case manager who investigates with claims, policy and tech teams. You’ll get an acknowledgement and a case ID.
- Timeframes & updates: Target resolution within 10 working days. If delays occur (e.g., waiting on hospital/insurer info), they’ll explain why and give a revised timeline.
- How they communicate: You can nominate phone or email. Urgent cases (imminent treatment, hardship) are prioritised.
- Outcomes: Clear explanation + remedy when upheld. Typically a apology, error correction, expedited claim, refund of overpayments, policy adjustment, or compensation where appropriate.
- No disadvantage: Complaints are free and won’t impact your cover. If you’re unhappy with the outcome, internal independent review is available before you go external.
Common complaints against ahm
- Claim & benefit disputes: Lower-than-expected payouts for surgery/dental. (Tip: Call ahm before procedures to confirm benefits and waiting periods; get key advice in writing.)
- Customer service experience: Difficulty escalating; occasional poor interactions.
- Coverage/policy confusion: Waiting periods, upgrades, extras. (Tip: Keep product fact sheets; ask reps to note your file and send follow-up email confirmation.)
- Cancellations/changes: Long holds, occasional post-cancellation debits. (Tip: Get written cancellation confirmation, cancel direct debit, and monitor statements - ahm will refund mistaken charges.)
- Premium increases/value concerns: If cover feels poor value, ask for plan options aligned to your usage.
- Communication issues: Wrong addresses, phone-only preferences.
Complaints submitted through Ajust
I cancelled my ahm policy and was told my refund would take up to ten days. Weeks later, nothing had even started. After multiple calls and no updates, I felt completely ignored and out of pocket. I shouldn’t have to chase basic accountability from a health fund. - John
Trying to cancel with ahm was a nightmare. I asked to end my policy months ago, but instead it was suspended and charges kept coming. I felt trapped and had to threaten escalation just to be heard. No one should have to fight this hard to cancel. - Kerrie
How other consumers ahm complaints got resolved
ATO dependent coverage fixed: A member flagged an ATO denial; an ahm rep coordinated documentation and proactive follow-ups. ATO reversed the decision and confirmed coverage.
Difficult cancellation → refund processed: After cancellation, a further premium was debited in error. ahm apologised and refunded it, albeit delayed.
- Back to your case manager: If 10 business days pass or you’re unhappy, reference your case ID and request a re-review.
- Senior review: Ask for escalation to a senior manager/Customer Resolutions Manager; restate the remedy you seek and why.
- External option (free): If unresolved, lodge with the Private Health Insurance Ombudsman (PHIO). Mentioning PHIO often prompts a final internal look.
- Stay organised: Keep emails, call dates, names, and documents (PHIO will request evidence).
- Urgent health needs: Flag urgency at every step; ask your provider/doctor for supporting letters to prioritise the case.
- Private Health Insurance Ombudsman (via Commonwealth Ombudsman): 1300 362 072 · ombudsman.gov.au (Private Health Insurance). Free, independent dispute resolution; generally after you’ve tried ahm first.
- PrivateHealth.gov.au: Official info on private health insurance and consumer rights; useful for policy comparisons and complaint stats.
- ACCC / State Consumer Affairs: For potential misleading conduct or broader consumer law issues; they may still direct health-insurance disputes to PHIO.
- AFCA: Not usually applicable to private health insurance (banking/general insurance focus).
- Legal advice: Rarely needed. PHIO resolves most cases faster and free.
- Email (complaints): feedback@ahm.com.au
- Phone: 134 246 (Mon–Fri, 9am–6pm AEST)
- Member portal/app: “Message us” – secure message via your ahm account
- ahm “How do I make a complaint?” – Help article outlining steps & timelines
- ahm Complaint Handling Policy – Details on case managers & timeframes
- Private Health Insurance Ombudsman – Complaint form: ombudsman.gov.au → Private Health Insurance
- PrivateHealth.gov.au – ahm info & comparisons
- Medibank Privacy & Feedback – Policy page (applies to ahm as a Medibank division)
- ACCC – Consumer complaint guidance: When to involve state agencies/ACCC
ahm Complaints FAQs
How do I submit a complaint with ahm the fastest way?
The fastest way to submit a complaint with ahm is by calling 134 246 during business hours. You can also email feedback@ahm.com.au or use the secure message option in your ahm member portal. Include your policy number, contact details, what went wrong, and your preferred resolution. ahm usually acknowledges phone complaints immediately and written ones within one business day.
What happens after I lodge an ahm complaint?
Once lodged, simple complaints are handled by front-line teams. Complex issues are escalated to the Customer Advocacy Team, which assigns a case manager. You’ll receive an acknowledgement, case ID, and updates every few days. Most complaints are resolved within 10 working days, though delays can occur if extra information is needed.
How can I escalate my ahm complaint if it’s still unresolved?
If your complaint isn’t resolved within 10 days, contact your case manager or ask for a senior review by a Customer Resolutions Manager. You can also take your case to the Private Health Insurance Ombudsman (PHIO) at ombudsman.gov.au for a free, independent review. Mentioning PHIO often prompts ahm to re-review your case before it reaches them.
Will making a complaint affect my ahm health cover or premiums?
No, lodging a complaint with ahm will not affect your cover, premiums, or membership status. Complaints are free, confidential, and designed to ensure fair outcomes. In fact, ahm encourages members to raise concerns early so they can be resolved quickly and without disadvantage.
You’ve done your part, now it’s time to hold ahm accountable.
Take the final step and submit a complaint that gets seen and responded to.