• HCF, Australia’s largest not-for-profit health fund, takes out `Customer Service Organisation of the Year (Large)’ for the second year running at the annual Customer Service Institute of Australia’s 2023 Australian Service Excellence Awards.
• HCF Contact Centre Operations recognised as Service Champion for `Service Excellence in a Large Contact Centre’.

Tuesday, 14 November 2023: – HCF, Australia’s largest not-for-profit health fund has again solidified its reputation for outstanding member service at the Australian Service Excellence Awards held on 3 November 2023. The fund took away awards for `Customer Service Organisation of the Year (Large)’ for the second year running as well as Service Champion for `Service Excellence in a Large Contact Centre.’

The annual 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, performance, and innovation in customer service.

HCF CEO Sheena Jack expressed delight at the win, “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.”

Head of Contact Centre Operations, Belinda Williams, adds, “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.”

Highlighting the benefits of being with a not-for-profit fund, Ms Jack said, “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.”

The Customer Service Institute of Australia (CSIA) was established in 1997. It is the leading industry organisation in Australia for customer service organisations and professionals.

For more information, visit Award-winning Cover | HCF For more information on any of the projects or for any further media enquiries please contact: Media contact: Lindsay Carter 0457101176 lcarter@hcf.com.au

ABOUT HCF

HCF, Australia’s largest not-for-profit health fund protecting Australians since 1932, covers more than 1.9 million members with health and life insurance, and travel and pet insurance. HCF has been awarded Outstanding Value Health Insurance by Canstar eight years in a row from 2016-2023. On average over the last ten years, HCF has paid out more cents in every dollar in premiums to members as benefits than the industry average. To learn more about HCF go to hcf.com.au/about-us