HCF has won the ‘Best of the Best’ Award and the Customer Service Organisation of the Year – Large Business award at the Customer Service Institute of Australia’s 2022 Australian Service Excellence Awards (ASEA).
The award recognised HCF’s culture, consistency, quality and performance.
The judging criteria, which are based on the International Customer Service Standard (ICSS:2020-2025), commended HCF for initiatives implemented by its Customer Experience leadership over the past year.
The chief officer of member services and business growth, Jim Dertouzos, said the two awards were a testament to the commitment of staff to the company's promise to deliver uncommon care for members.
“Our strategic priorities are to continue to deliver outstanding service for new and existing members, and this award helps recognise that we are exceeding expectations for our members,” said Mr Dertouzos.
“Despite the uncertainty of the past two years where communities and healthcare systems were under pressure to respond to the pandemic, we were able to galvanise our business around a shared purpose to bring our human touch to healthcare.”
HCF said part of its response to industry changes has included a new, centralised complaints team that resulted in a 50 per cent reduction in complaints to the Ombudsman.
The fund was also commended for outstanding customer service with 78 per cent of surveyed customers rating HCF’s service as 4+ out of a score of five.