Putting members’ health before profit

hirmaa health funds receive big vote of confidence from their customers

hirmaa health funds receive big vote of confidence from their customers

According to independently conducted research, the customers of 11 hirmaa not-for-profit and member-owned health insurers are amongst the most satisfied in the country.

“The research conducted by Discovery Research collected more than 13,000 responses with the average satisfaction across the 11 hirmaa health insurance funds coming in at 98%, an outstanding achievement,” said Managing Partner of Discovery Research, Mr David Williams.

“A 98% satisfaction rate sets a very high benchmark that few organisations match.

A figure like this once again demonstrates the outstanding commitment that participating hirmaa funds have towards serving the needs and expectations of their policy holders.” hirmaa CEO Matthew Koce described this year’s results as “a vote of confidence for hirmaa not-forprofit and member-owned health insurers.”

“All hirmaa health insurance funds are either member-owned or not-for-profit. They exist solely to serve the needs of their members, not to deliver a return to shareholders. Therefore it is not surprising that over the nine years that hirmaa health insurance funds have been surveyed, satisfaction has consistently averaged around 98%,” said hirmaa CEO, Mr Matthew Koce.

“The independent research we commissioned, shows that the staff of hirmaa member health insurers regularly go above and beyond the call of duty to look after the needs of their customers and that is to be commended.”

Whether it be through providing communication to their members, telephone and written service, payment of claims, value for money or price competitiveness, hirmaa funds are performing at a very high standard according to the findings of Discovery Research.

It is important that the health insurance industry put the needs of members first and by supporting independent research into the performance of health insurance providers, hirmaa is helping to measure and lift standards across the industry. hirmaa is the peak industry body for seventeen private health insurers which are member-owned and not-for-profit.

In all, the hirmaa funds provide private health insurance for approximately one million Australians

PDF Link: 2014-06-05-hirmaa_customer_satisfaction_research