Our complaints process

Uni-Care is committed to providing our clients with the highest level of customer service.  If our service should fall short, we will make every effort to resolve issues promptly and fairly. Let us know if you’re not happy with something and we’ll do our best to put things right.

Complaints are handled by nib, the insurer for Uni-Care. Here are the steps to take if you need to make a complaint.

Step 1. Contact us about your complaint

Please let us know about your concerns as soon as possible, quoting your policy, claim, or reference number:

A staff member from nib, the insurer for Uni-Care, will try to resolve your complaint in the first instance. If they can’t do that, the complaint will be escalated to a team leader or manager.

Step 2. Resolution by complaints committee

Any complaints not resolved by the team leader or manager will be escalated to the nib complaints committee - a group of senior managers who meet to discuss complaints and look to provide appropriate resolution.

We will try to resolve your complaint within 14 days. If that is not possible, we will keep you updated with progress and when we expect to be able to resolve your complaint.

Step 3. Resolution by external disputes scheme

We'll make every possible effort to resolve the complaint to your satisfaction. If you are not satisfied with the outcome, you can refer your complaint to the Insurance & Financial Services Ombudsman (IFSO).

IFSO is a free, independent dispute resolution scheme that investigates and resolves complaints between clients and its scheme participants, which includes nib the insurer for Uni-Care.

Contact the IFSO: