HCF has received the Customer Service Organisation of The Year award at the recent Australian Service Excellence Awards for the second year running.
The annual Australian Service Excellence Awards, held on Nov. 3, was hosted by the Customer Service Institute of Australia (CSIA). It is Australia's premier customer service awards event, with attendees participating to celebrate best practice, performance, and innovation in customer service.
HCF received the Customer Service Organisation of the Year (Large) and Service Champion for Service Excellence in a Large Contact Centre awards.
Commenting on the awards, HCF CEO Sheena Jack highlighted the insurer's strong track record of supporting its people and customers, ranking first in the Member Satisfaction of major health funds and growing more than any other fund over the past five years.
“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,” Jack said. “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.”
Belinda Williams, head of contact centre operations at HCF, 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.”
Jack said that the awards reinforce HCF's reputation for putting its money where its members are and being an “undisputed customer service leader.”
“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,” she said. “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.”
As part of its commitment to improving customer experience, HCF launched what it claimed to be an “industry first” QR-based digital membership card to revolutionise the claims process.
