Customer service
More than 130 years ago, a group of railway workers came together with a simple idea – to support each other in times of need. From their small cooperative grew Australia's first registered health fund, RT Health. Today, that same spirit of care and community continues as we proudly support our members and their loved ones through life's ups and downs.
Our promise to you
We’ll:
- be helpful, courteous and professional
- explain our answers and actions clearly
- work through your options with you
- let you know of, and clearly explain any changes to your policy and premium
- provide straightforward, relevant information on claims and your membership.
Award-winning health cover
We’re proud to have been recognised at the 2025 Finder Health Insurance Awards, taking home the award for Best Silver Hospital Health Insurance for our Silver Plus Standard Hospital Cover ($750 excess).
We’ve also been awarded the 2025 ProductReview.com.au Award winner 3 years in a row with members awarding us an impressive 4.8 out of 5 stars.
These awards reflect our dedication to delivering exceptional customer service, transparency, and value for money for all Aussies.
Claiming made easy
We want to make getting great value out of your health cover easy and simple.
There are a number of ways you can submit a claim:
- Download our claim’s app from the Apple Store or Google Play and make instant claims.
- On the spot at a participating provider.
- By sending your claim by post to PO BOX 545 Strawberry Hills, NSW, 2012.
We aim to process your medical and extras claims within 3 business days. If your claim is payable, we'll deposit the benefit into your chosen bank account.
Here for all your health cover needs
Email and website
When you email us at help@rthealth.com.au, you’ll immediately receive an automated acknowledgement. Our team will respond to within 2 business days.
Phone
When you call us, our staff will always introduce themselves by first name. If we can’t help you immediately, we’ll arrange for someone to call at a time that suits you.
Post
You can post your enquiry to PO BOX 545 Strawberry Hills, NSW, 2012 and we’ll aim to answer within 5 business days of receiving them.
Your feedback drives our decisions
We’re constantly looking for opportunities to improve our members’ experiences, including our service and processes.
One of the ways we do this is by reaching out to members to ask them about the customer service we’ve provided, as a part of our Customer Feedback Program.
This feedback guides future service and system enhancements. It’s also how we deliver on our promise to put you at the heart of our decision-making.
Have a complaint?
We’re committed to making sure we resolve any misunderstandings or concerns with you as soon as possible. Our approach to handling your complaint and timeframes is outlined on Complaints and Feedback page and Complaint Management Policy.
If you have a complaint about your membership or cover, products or services, or want to find out the status of an existing complaint, you can chat to us:
- over the phone by calling 1300 886 123
- by emailing help@rthealth.com.au
Your privacy matters to us
We’ll protect your privacy and handle your personal information in accordance with our Privacy Policy, including:
- how we collect, use and disclose personal information (which may include obligations to overseas recipients)
- how we store and secure personal information
- how to request to stop direct marketing from us
- how to access and correct your personal information
- how to contact us if you have a concern or query related to privacy.
For a copy of this policy visit rthealth.com.au/privacy-policy, or call our team on 1300 886 123.
Private Health Insurance Code of Conduct
The Private Health Insurance (PHI) Code of Conduct’s aim is to improve the standards of practice and service in the private health insurance industry. We support this by making sure you:
- receive correct information about private health insurance
- are aware of the internal and external dispute resolution procedures
- can make an informed decision about your purchase
- are protected in accordance with the privacy principles.
For a copy of the code, visit privatehealthcareaustralia.org.au/codeofconduct