Our Customer Service Charter is our sincere commitment to you, ensuring we live up to our promise to give you easy access to the best value-for-money healthcare of your choice, anytime, anywhere. It outlines the minimum service standards you can expect from everyone on our team (even when we’re having one of those days). Our Customer Service Charter ensures we:
1. Show we care, because we do.
Great communication is the key to any relationship. For us, that means listening to you, intently. Only then can we handle your enquiries promptly and effectively, and we will always aim to achieve this first time, every time. To do that, we have to ensure we have enough people at our end (and we mean real people) right here in Australia, ready and eager to help. But we also need to make it easy for you to get in touch – on the phone, in writing, via our website, email, Facebook or Twitter. That’s why we promise to:
Provide you with secure 24/7
online access to your policy and claims details
Answer your telephone calls during normal business hours (Mon – Fri) in a timely manner
Call you back the very next working day after you call us after hours and leave us a message
Reply to your emails, online or written enquiries within three (3) business days
Action any policy changes you request within five (5) working days
Continually improve our electronic claiming options and where you can't claim "on the spot" make it easier to send your Extras claim to us for processing within four (4) working days
Continually seek feedback and suggestions from you to improve our products and services.
2. Give you more choice by being smart, agile and innovative.
Having greater choices in health insurance and health care is a good thing. We believe we’re here to help you make informed decisions about your choices. That’s why we promise to regularly review our products, services, benefits and prices to ensure you can choose:
From a generous range of relevant and value-for-money HIF health covers
How and when you pay your HIF health insurance premiums
From as many HIF approved health providers as possible.
3. Respect your privacy and confidentiality, always.
Doing the right thing comes naturally at HIF. That’s why we always minimise waste - a commitment that has helped us become Australia’s first and only certified Carbon Neutral private health insurer. So, when we say your privacy is important, you can rest assured we will:
Record your personal information accurately and securely
Maintain confidentiality by ensuring access to your personal information is properly controlled and supervised
Never share your personal details with anyone else unless you authorise us
Only disclose your personal information to a third party who is entitled under a law.
4. Address your concerns, promptly and fairly.
If you have a problem with our service, we have a problem with our service. If there’s something we could be doing better, we want to hear about it. And so we promise to:
Treat you with respect and deal with your concerns promptly
Resolve any complaint you have at the first point of contact, unless it is in your interests to refer it to another person
If required, escalate your complaint, acknowledge and advise you of progress within two (2) business days and deal with it as swiftly as possible
Invite you to escalate any complaint you have that couldn’t be dealt with to your satisfaction through HIF's formal internal dispute resolution process and keep you informed on progress
Openly share our complaints procedure with you, including external resolution options, like involving the Private Health Insurance Ombudsman, Privacy Commissioner or our Specialist Medical Advisors
Deal with any complaint you have fairly and in an equitable manner, with your best interests, and those of all our customers, always in mind.
If you have any questions about our Customer Service Charter, or you'd like more information about HIF, please get in touch.