Latrobe Health

Terrible claims experience!

Prior to a planned hospital admission, I phoned Latrobe on 4 separate occasions to ask specifically about our expected out-of-pocket costs. We were advised only of the daily $70 co-payment for our gold level hospital cover. Needless to say, when the $2000+ bill arrived some weeks later of which Latrobe only paid around $300 I was shocked and appalled. When I queried this on the phone, Latrobe advised they only pay up to a maximum of 25% - and this is for the highest level cover and I should consult the terms and conditions hidden in their product disclosure statement. They even acknowledged that despite me specially asking these questions before hospital, at no point did they mention this 25% maximum coverage. Had I known this information beforehand, we would have gone to a public hospital. If this doesn't constitute misleading and deceptive conduct by Latrobe I'm not sure what does!


(H1 - Gold Hospital Choice Members)

I started my policy knowing i was wanting gastric bypass surgery. The staff put me on the right plan, gave me great advice and spoke respectfully to me whenever i made inquiries. Just over a year later i had the surgery and was covered for everything while there. I honestly believe I have come out even on the costs and never got any problems when making claims. Thank you Latrobe for your professional, reliable service.

I joined La Trobe Health Services because of their 9 month waiting period for pregnancy cover. Compared to the other health funds they offered me the lowest rate as well to cover me for hospital + extras. After taking out the cover i rang with a question, an abrupt woman answered the phone and was extremely rude to me as she claimed that i was not making myself clear and she was getting frustrated...shocked i hung up the phone and made a complaint to her manager who could only offer me a bland apology. I also found out that they make claiming hard as you have to fill out forms which take long to process unlike other health insurers who offer swipe cards. The final straw came when i rang them to change my direct debit date, not only did the girl who picked up the call sound like she had a hangover but she kept me on the line with no clue of whether she was even alive whilst changing the details. After half and hour she said that the details had changed and it would be immediate...of course it wasn't and Latrobe took my last $100 out of my account on a Friday leaving me with no money, when i rang them they said they needed 5 working days to process the paper work, they are a small organization and they were incredibly busy!! I was never told about the 5 working days by the person who took my call and which reliable organization processes paperwork?? Of course the next months they continued to take it out on the wrong date and ignore my request. Fed up of the bad customer service, rudeness, lack on convenience for the customer i have now switched to Medibank, and even when i told them that i was leaving they simply did not care. They still have not reimbused me for the money they owe me and who knows when my certificate of transfer will arrive! My advise if you are desperate to start a family consider La Trobe for the 9 month waiting period but be prepared for the horrible service, otherwise pay the extra and go with someone else! Anyone but La Trobe!!! They will be nice to you when giving out the quotes, once they have your business it will all be too hard!!

unreliable, horrible customer service!!

After paying for the top cover for 6 months with no claims, when I tried to make a claim for optical I was told the waiting period is 12 months and I couldn't claim a cent! When I called to ask for a waiver of the waiting period I was simply told if I didn't like it I should cancel!!
Cheap - but you get what you pay for
no customer service, longest waiting periods of all health funds

We have been with Latrobe for five years since moving to Australia from NZ. We chose Latrobe due to its association with a NZ fund which allowed us to carry over our membership continuity (but did not eliminate the need to serve waiting periods).

We have maintained Top Hospital and Premier Extras cover but have been somewhat disappointed at the level of reimbursement for some charges (e.g. $440 on a recent $1400 Dental Crown charge). Service levels have been good, with helpful staff although at times it is hard to get through on the phone.

With our son turning 20 and now Part Time at University we are considering alternative funds with more generous conditions on semi-dependent family members.

Overall Latrobe have been a good health partner but having needed to research our options we have found that they may no longer be the best one for us going forward.
Helpful staff, covered a wide range of services. Links to overseas Insurance Funds.
Not overly generous in payment levels, hard to contact by telephone at times.

I have been a member of Latrobe Health Insurance for hospital insurance for several years now and can only say that I am 100% happy with the service I receive and their helpful advice. If I leave a message on their call back service due to them being unable to take my call, my call is always returned by a very helpful and friendly staff member within 24 business hours. I find their customer service excellent.
I have had several hospital claims in recent times and there has never been a problem with payments. A big plus also is No exclusions on their policies, total piece of mind at a time when you need it most. Latrobe may not be the biggest health insurer, but certainly one of the best. Latrobe is a members own health fund where you really are treated like a person who is important to them. I am very glad I chose this health insurer years ago to look after my health needs and do not feel the need to go anywhere else.

Cancelled policy but wanted to reinstate it during the allowed 30 days - spoke to a "consultant' and was promised a return call the following morning to organise direct debit - instead I find $375 gone from my account without any notice. Rang re the debit and was told they couldn't refund it entirely because I had to pay arrears, I understand that but would have liked the return phone call to organise this as promised as I am currently on reduced salary and this has left me nothing in my account. Back to Medibank Private I go and will gladly sit through their waiting periods!

very satisfied, we have had all questions answered in positive manner
have been in health service since the change over from the Yallourn medical fund ,having top cover and no excess to pay
when diagnosed with 2x breast cancer&lymphodma they were very helpful in assisting with funds to assist for required medical garments

I was upsold and convinced to leave HCF to move to Latrobe to their most expensive Top Extras product. I was told it would provide premium claims services on lifestyle benefits like massage. As soon as I went to claim, the providers who previously accepted HCF for me couldn’t accept Latrobe. What’s the point of a premium policy when you can’t claim! I was sold an absolute lemon. I’ll be returning to my cheaper HCF product which I can actually use!

I pay top cover every month for the past 2 years, I called numerous times to ensure I am covered for my operation. Now I have it all booked in and sent them a quote and they say they will only pay $200 towards a $7000 operation!

Do not buy from them! Wish I had gone with anyone else! So heart broken!

Can you believe that if you need your car fixed it would have more cover then a human being! What is the world coming to!

5 years away from medibank great service,not 1 problem ,have been in hospital quite a few times &just sign the form and its all done. i have hospital only & its fantastic, i cant comment on extras as i dont have them. i have hospital only & i think its a great service & its very well priced. highly recomend

I joined up latrobe health sep 2011 as single, been paying by direct debit on 27 of every month. Never claim once.
Then 29/12/14 need to pay for physio by using the claim and it's decline which the lady said may be my policy not covered. But i got paperwork saying that i covered for all extra i paid for.
This is the first time using, ring up health line not operate until 8am. 5/1/15 got answer because public holiday the payment was not made on time. So they saying that i not cover on the 29 because of that.
Stupid answer, not happy, not reccommence

Latrobe is like a health fund 15 years ago. Have to submit claims via snail mail. It’s been over 6 weeks and I am still waiting for my claim to be processed. I called them about this and apparently there is a backlog. Save yourself the hassle and go with another fund that provides online claiming.

I have been insured for 10 years Top cover with LaTrobe - never made a claim. Last week I was diagnosed with cancer and the treatment my dr recommended they wouldn't cover. When I queried it with them I got a standard letter containing research on how this treatment was not that successful in malignancies. However my Dr says this is my best chance - so clearly they think is cheaper for them if I die

I highly recommend Latrobe. I have used them for obstetrics and ENT surgery. Friendly and helpful when I have needed to call them. Never a problem. and cost effective. Policy is straight forward and is very good value.

Been with them for years claimed for everything from heart surgery to knee replacement with never a problem.
Claimed quite frequently too over the last few years .You have to make sure your hospital has an agreement with them and ask your doctors what costs are involved which I do anyway. Through all our woes they have been very helpful and friendly,very easy to talk to.

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