HCF celebrates key category wins at the 2019 Australian Service Excellence Awards

4 November 2019 – Sydney,

HCF, Australia’s largest and most trusted not for profit health fund came away from the 2019 Australian Service Excellence Awards (ASEA’s) on 24 October 2019 as the big winner, taking out the ‘Service Excellence – Large Contact Centre Award’ and the ‘Extraordinary Service Award’ for one of Member Care Consultants in our call centre, Tam Tran. HCF also received a runner-up award in the Customer Service Organisation of the Year category.

The awards hosted by the Customer Service Institute of Australia (CSIA), are Australia’s premier customer service awards event, with attendees coming together each year to recognise best practice and innovation in customer service, highlighting their importance in today’s business climate.

“The award wins are a testament to our customer facing teams who have delivered a consistently high level of service to our 1.6 million members. They go above and beyond to help our members every single day” said HCF CEO, Sheena Jack.

Details of the awards include the following:

Award category
Service Excellence – Large Contact Centre Recognises frontline teams in large contact centres (more than 100 staff) for the critical role they play in customer service delivery Winner
Extraordinary Service Award Celebrates individuals who deliver extraordinary customer service everyday


Tam Tran

Customer Service Organisation of the Year – Large Business Recognises organisations (more than 500 staff) that have championed customer service throughout the business in the past year  Service Champion (runner up)

The judges were particularly impressed with HCF’s relentless focus on customer outcomes, noting that “instead of being prescriptive in their approach with customers, HCF are innovative, competitive and constantly striving to exceed a ‘no-limits’ realm of service possibilities.”

“A special mention must go to one of our Member Care Consultants in our customer call centre – Tam Tran, with his efforts recognised with the Extraordinary Service Award. This is not an award that can be nominated for. It’s an award that the CSIA judges determine from all their site visits. This is an extraordinary achievement and a testament to his hard work with the team and their commitment to exceptional member service” said HCF CEO, Sheena Jack.

The awards reinforce HCF’s leadership not just in customer care, but also their work to make health care understandable, affordable, high quality and member centric for all HCF members.

“Our customer care is one of the reasons HCF has been recognised as the most trusted health fund two years running by Roy Morgan as well as ranked #1 in Member Satisfaction” Ms Jack concluded.

- ENDS –


HCF, Australia’s largest not-for-profit health fund protecting Australians since 1932, covers over 1.5 million members with health and life insurance, community care, travel and pet insurance. On average over the last five years, HCF has paid out more cents in every dollar in premiums to members as benefits than the industry average. With over 35,000 specialists participating in its Medical Gap Cover Scheme and approximately 10,000 providers participating in its 100% back more for You programs, HCF gives members access to quality health care with no gaps or minimal costs compared to non-participating providers. To empower members to put their health first, HCF also offers a range of health and lifestyle services including its My Health Guardian health management program, mobile Victor Chang Health Checks and My Global Specialist second opinion service. HCF’s national network of retail outlets and Australian-based call centres have earned multi-award winning status. HCF members also have access to low cost, high quality services at HCF Dental Centres and HCF Eyecare Centres. Having contributed $50 million to support the health services research funded by the HCF Research Foundation, HCF is devoted to investing in the future of Australia’s health. To learn more about HCF go to hcf.com.au/about-us