Unused OSHC refund complaint: what happened after three unanswered follow-ups?
Explains how an unused OSHC refund request led to three unanswered emails, assisted referral and a $529 refund in a de-identified case.
In the de-identified Commonwealth Ombudsman case study “Refund for unused private health policy”, Geraldine gave Allianz a refund form and supporting documents the same day, but received neither a response nor an acknowledgement; three email follow-ups also went unanswered. She then lodged a complaint with the Office as the PHIO, and the complaint was referred directly to Allianz for further resolution. Under the assisted referral process, the insurer was expected to contact her within 3 working days with a case update; Allianz later contacted her and refunded $529 for the unused policy.
Checked 1 October 2026.
Why was the OSHC policy unused?
Geraldine purchased a year of OSHC from Allianz, underwritten by Peoplecare, ahead of her intended studies in Australia from March 2020 to March 2021.
Her flight to Australia was cancelled because of COVID-19 travel restrictions, and she could not enter Australia during the entire OSHC cover period. After the restrictions were lifted in 2022, she arrived in Australia and asked Allianz for a refund of the unused policy.
The case is de-identified to protect the complainant’s identity. It describes the handling of Geraldine’s own Allianz policy and does not establish a refund standard for other policies or providers.
What happened before she complained?
| Stage | What happened |
|---|---|
| Refund request | After arriving in Australia, Geraldine asked Allianz to refund the unused policy. |
| Supporting documents | Allianz asked her to complete a refund form and provide supporting documentation. |
| Submission | Geraldine provided the form and documents the same day, but received no response or acknowledgement. |
| Email follow-ups | She followed up with Allianz by email on 3 occasions without receiving a response. |
What happened after the three follow-ups?
Geraldine lodged a complaint with the Commonwealth Ombudsman’s Office as the PHIO. The Office referred the complaint directly to Allianz for further resolution.
Under the Office’s assisted referral process, the insurer was expected to:
- contact the person within 3 working days;
- provide an update on the case; and
- respond to the Office when that update was completed.
The 3-working-day expectation was therefore for a case update, not a stated deadline for completing the investigation or issuing the final refund. The case study does not report how long Allianz took after the referral to contact Geraldine or process the refund.
Following the referral, Allianz contacted Geraldine and refunded $529 for the unused policy.
Was the $529 refund a standard amount?
No standard amount can be inferred from this case. The Commonwealth Ombudsman’s source records a refund of $529 for Geraldine’s policy, but it does not state her original premium or describe that figure as a market rate.
The amount should therefore be treated as specific to this complaint. It is not a benchmark for calculating refunds on other OSHC policies.
What should other international students do?
This case illustrates a sequence rather than an automatic entitlement to a refund. If you are considering a refund request:
- Check your policy documents for the cancellation and refund terms, required evidence and applicable deadlines.
- Send your request and supporting material in writing, and keep copies of the forms, attachments and delivery records.
- If you receive no acknowledgement, follow up in writing and ask for a clear status and the insurer’s complaints pathway.
- Keep the refund question separate from your visa obligations. Check your policy documents and the Home Affairs page for the requirements associated with your visa.
- Do not assume that a particular number of follow-ups will lead to assisted referral or a successful refund.
Sources
FAQ
Does an unused OSHC policy always qualify for a refund?
No. This case ended with a refund, but it does not establish an automatic rule for all policies. Check the policy documents and ask the insurer about the circumstances and terms that apply to your policy.
Do three unanswered follow-ups guarantee a refund?
No. The follow-ups preceded the complaint in this case, but they did not guarantee assisted referral or a refund. Keep a written record and use the insurer’s formal complaints process if you cannot obtain a response.
What was the 3-working-day deadline for?
Under the assisted referral process described in the case, the insurer was expected to contact the person within 3 working days to provide a case update and then respond to the Office. It was not stated as a deadline for issuing the final refund.
Was the $529 refund the full or standard refund amount?
The case study does not state the original premium, so it does not show whether the refund represented the entire amount paid or establish a standard OSHC refund figure. It records only the refund issued in Geraldine’s case.
Does this refund outcome determine my visa requirements?
No. The case concerns an unused-policy refund, not visa status or visa compliance. Check the Home Affairs information relevant to your visa and your policy documents before deciding what action to take.