Results from this year’s Member Satisfaction Discovery Research are in and we’re delighted to announce that we came out on top of all the Members Health funds — for the third year in a row!
Delivering member satisfaction
Each year, a sample of members from member health funds like ours are asked to provide feedback about how they think their health fund is performing across key areas including value for money, service quality, claims performance, benefit levels, ease-of-use, and member communications.
This year, we secured a 99% overall satisfaction rating from our members — the best rating of all funds surveyed, marking the third year in a row that we've recorded a 99% overall satisfaction rating!
Police Health / Emergency Services Health CEO, Scott Williams, said it was a significant achievement.
“I’d like to say thank you to our members for their strong endorsement, once again rating us so highly in this survey,” Mr Williams said.
“Being ranked number one for three consecutive years is a notable achievement and we’re proud to serve our members in this way.”
“Every day, we strive to exceed expectations that’s why it’s really pleasing to know our members are satisfied as we pursue our goal to work with them — and importantly for them — so we can create healthier futures together.”
The most recommended members health insurer
Mr Williams was also pleased to see that we were first place when the researchers asked members how likely they would be to recommend their insurer to eligible relations, colleagues and friends.
“Word-of-mouth recommendations from our members has always been a vital part of our growth”, Mr Williams said.
“Many people who join us do so because they’ve heard good things about us from a relative, a colleague or a friend, or even healthcare provider, which is why we pay very close attention to this recommendation score.”
Listening and learning
While we’re happy to have done so well in the 2023 Member Satisfaction survey, we are also mindful not to become complacent — which means being attentive to resolving issues that members identify.
“Surveys like this are important to us because they help us better understand our members’ open and honest views on our performance,” Mr Williams said.
“It’s this feedback that helps us shape product reviews, investment in services and future premium rounds.”
“For example, some members who took part in the survey said we could improve our service in processing claims. We’ve taken that onboard, and have already begun to revise our procedures to address members’ comments.”
Our ongoing focus
He also added that our ongoing focus is to earn the loyalty and support of our members.
“Our number one priority is to ensure that we continue to provide the best quality, the best value and the best service in health insurance in Australia,” Mr Williams said.
“We know how important our cover-like-no-other is to our members — particularly at a time when we’re emerging from the pandemic era, while also facing tougher economic conditions.”
“While other funds are raising their Gold Hospital premiums by up to 8%, we’re doing what we can to keep the best quality cover at the best possible price. Doing well in this latest Research survey spurs us on to do even better in the years ahead.”