Your doctor's just told you you're going to need a medical procedure, and you pat yourself on the back for paying those private health insurance premiums for all those years. But on closer inspection you realise – you're not covered for the procedure after all.

Private health reforms mean coverage is a lot easier to navigate than it used to be but there are still acres of fine print and people getting caught out. You'll hear from two people who discovered too late they weren't covered, who are both asking the question — how could the system improve so the same thing doesn't happen to others?