HCF recognised in Customer Service Institute of Australia awards

Latest News

HCF has been recognised as `Customer Service Organisation of the Year (Large)’ for the second year running and as Service Champion for `Service Excellence in a Large Contact Centre'.

The annual awards hosted by the Customer Service Institute of Australia (CSIA) are a leading customer service awards event with attendees coming together each year to recognise best practice, performance, and innovation in customer service.

HCF CEO Sheena Jack said, “Our singular member focus is embodied in the leadership and commitment of our Member Service teams and the Uncommon Care promise we make to our members. We’re again delighted to be recognised by the CSIA and these awards are further testament to our unwavering focus on providing outstanding service and support for our members.

“We have a strong track record of challenging ourselves to do our best by our members and our people, and to deliver a level of care and support that sets us apart. This is evidenced by HCF remaining number one in Member Satisfaction of the major health funds and growing more than any other fund over the past five years.

“In a year of increasing affordability challenges for many Australians, we’ve continued to act in the best interests of our members. Our COVID-19 benefits and support now totals $536 million, including three premium deferrals in three years, $309 million in member givebacks and hardship relief for over 72,000 members.

“We’ve also paid out more benefits than the industry average over the past decade, giving our members better value from their health cover and access to the best possible health outcomes for themselves and their families."

HCF's head of contact centre operations, Belinda Williams, said, “We’re proud to be recognised for service excellence across our contact centres, further reinforcement of our teams’ commitment to being a trusted health partner to our members by making health insurance more understandable and easier to navigate to the right support and care when they need it.”

Ms Jack continued, “As one of this nation’s great member-based organisations, we believe helping people and putting their health interests first is in our cultural DNA. Our mutual structure gives us the freedom to innovate for the long-term and understand what’s truly needed to support our members in achieving their health goals.

“Our strong performance at this year’s awards reinforces our reputation for putting our money where our members are and positions us as an undisputed customer service leader.

“I’d like to thank our Member Service teams for their unwavering passion, dedication and resilience in supporting our members’ health journeys in the moments that matter most. The teams honoured by these awards are a big part of why more Australians continue to choose and stay with HCF to protect their health.”