WEDNESDAY, 30 OCTOBER 2024: HCF, Australia’s largest not-for-profit health fund, has been recognised as a Service Champion in the ‘Customer Service Organisation of the Year (Large)’ category at the Australian Service Excellence Awards. In addition, the Provider Services team in the Claims Department won the award for ‘Service Excellence in a Small Contact Centre,’ while HCF’s Contact Centre Operations team was a finalist for ‘Service Excellence in a Large Contact Centre.’

The awards, held in Melbourne on 24 October 2024, are Australia’s leading recognition of best practice and performance in customer service, hosted annually by the Customer Service Institute of Australia (CSIA).

HCF CEO Sheena Jack attributes the health fund’s success to a sustained focus on member needs. "Our commitment to putting our members first is more than just a strategy—it’s in our DNA. To be recognised again by the CSIA, across multiple categories, highlights the dedication of our teams to providing consistent, high-quality service and support for our members. We know the stakes are high, particularly in the current economic climate, and our goal is to ensure members always feel valued."

HCF’s member-centric approach has also driven a 2.64% growth in membership, outperforming the sector by more than 1.2 times over the past year. Having grown market share more than any other fund over the last nine years, HCF recently reached a major milestone, surpassing two million members.

The not-for-profit health fund has focused on reducing out-of-pocket costs for members through its No-Gap network and tools like the Find a Provider service.  In addition, HCF’s Thank You loyalty program has provided added value by helping members offset their health cover costs through everyday savings. These initiatives, alongside investments in service excellence, have solidified HCF’s reputation for member support and care by enhancing both affordability and overall value.

"This is not just about winning awards," said Ms Jack. "Our teams work hard to ensure that our members receive the right care and guidance at every stage of their health journey. We know that trust is key in healthcare, and we’re proud to be a health partner that our members can count on in both good times and challenging ones."

In addition to its strong customer service performance, HCF has paid out more benefits per dollar in premiums than the industry average over the last decade, reinforcing its commitment to value.

"As a not-for-profit, we’re able to reinvest our profits into improving our members’ experiences and outcomes, rather than focusing on shareholders. That’s a critical advantage in delivering real value and care to our members," Ms Jack said.

The recognition also highlighted the outstanding contributions of HCF’s service teams. Belinda Williams, Head of Contact Centre Operations, emphasised the importance of the acknowledgment for her team, saying, "Our goal has always been to make health insurance simple and accessible for our members. Being a finalist reflects our dedication to providing a seamless and compassionate service experience, ensuring members feel supported at every stage of their health journey."

HCF’s ongoing leadership in the industry is a reflection of its almost century-long history of supporting Australians’ health. Established in 1932, the fund has evolved to become the nation’s largest not-for-profit health provider, with a clear focus on delivering Uncommon Care—the guiding philosophy that informs its member interactions.

"Our success at this year’s awards is a reflection of the work we’re doing to help Australians navigate an increasingly complex health system," said Ms Jack. "We’ll continue to prioritise our members’ needs as we innovate and enhance our services, ensuring that they receive the care and protection they need in a way that truly matters to them."

For more information, visit Award-winning Cover | HCF

ENDS

Media enquiries to:
Joni Thomes 0475 576 738 or jthomes@hcf.com.au

ABOUT HCF
HCF, Australia’s largest not-for-profit health fund protecting Australians since 1932, covers almost 2 million members with health and life insurance, travel, pet, home and car insurance. HCF has been awarded Outstanding Value Health Insurance by Canstar nine years in a row from 2016-2024. 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

** 89.2% compared to 85.6% across the industry. Calculated based on the average of the past 10 years, sourced from APRA Statistics: Private Health Insurance Operations Reports 2014-23.

ABOUT CSIA
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.