HCF Annual Report 2009

Review of Operations

HCF offers a range of products and services that provide the freedom for our members to choose and access high quality health care and financial services. We meet and exceed our members’ expectations through continued improvement in efficiency and service standards, meeting our pledge that HCF gives more for our members.

Complaint Resolution

This year HCF received 501 complaints, 14% fewer than last year. Most complaints were dealt with directly with members. The Private Health Insurance Ombudsman (PHIO) referred 22 complaints classified as Category 3 (disputes), to us in 2009, compared with 32 disputes last year. All disputes were resolved to the satisfaction of the Ombudsman.

HCF’s share of all disputes received by the PHIO was 3.5% this year, well below our national market share of 10% and less than our 4.7% share last year. The 22 disputes referred to us by the Ombudsman covered:


	2008	2009

Reason
Benefit Levels	13	7
Service and information quality	9	10
Membership	4	3
Claims for pre-existing ailments	6	2

Total	32	22

The total number of complaints received from all sources is equal to a complaint to membership ratio of 0.1% for the year compared with last year’s ratio of 0.13%.

Manchester Unity complaints for 2008/09 were 8% higher than the previous year. PHIO referred 26 complaints classified as Category 3, against 24 for the previous year. MU’s share of all disputes received by the PHIO was 4.6% against an industry market share of 1.8%. We are working to reduce this rate.

Member Communications
Our publications and promotional material are regularly updated to ensure our communication is of the highest possible standard and continuously improved. HCF brochures and other communication documents are produced in a standardised, clear and easy to read layout and tone. We encourage our members to make suggestions to improve these via our email address – service@hcf.com.au; our call centre or branches and respond promptly to suggestions.