HCF Fit and Well : Summer 2012
Award winning Our recent award wins show recognition that HCF continues to give more value to members. The winning HCF Call Centre Sales team: (from left) Belinda Sproule, Leon Liveris, Jennifer Verma, Shivil Matthew, Shannon Knight, Bob Nocevski, Arman Vejdani and Konark Mangnani. (From left) HCF Tamworth branch's Sharon Croxon, Loretta Paten and Manager Karen King. HCF annual report producers Ricki Karaviotis and Damien Long accepting the award. Steven Mickenbecker from Canstar Cannex presenting the award to HCF's Damien Long. HCF's three 2011 AMI awards: Consumer Insights national finalist, and the NSW finalist and national finalist in Relationship Marketing. AWARDS 08 ﬁt&well Customer experience a winner It's a source of pride to HCF that our call centre has consistently topped the competition this year in customer experience evaluations. The Global Reviews Customer Experience Index is an auditing system used across multiple Australian industries. It measures and reports on the customer experience offered by organisations. In its most recent Health Insurance Benchmark, Global Reviews ranked HCF No.1 for the fifth consecutive time, with a score of 79 per cent. This is an increase over the last quarter, when HCF was also rated No.1 with a score of 77.6 per cent. Local appreciation At the local level, a number of HCF's branches have been recognised for their high level of ser vice. The Bowral branch, which won last year, is again a finalist in the 2011 Southern Highlands Business Awards for Excellence in the Community Access category. The Campbelltown branch is a finalist in the Business Retail section of the Campbelltown Business Awards, while the Tamworth branch has been nominated for the Tamworth Business Chamber Quality Business Awards in the Health and Allied Services category. Star turn This year HCF has won seven Canstar Cannex awards. Canstar Cannex is an independent research organisation that reports on the financial ser vices sector. HCF has received Canstar Cannex awards for the last three years, winning 5-star ratings for each of those years. This year we won the national category for Outstanding Value Health Insurance for the third year in a row. In addition, HCF took out Outstanding Value Health Insurance in the Hospital category in NSW, Queensland and South Australia, and in the Packages category in Victoria, Queensland and South Australia. Running record At the national level, HCF has again won the 2009-2010 Australasian Reporting Awards (ARA) Gold Award in the Banks, Finance and Insurance category for our 2010 Annual Report, for the 13th time. This year we also won the ARA Online Reporting Award -- Private Sector for our online version of the annual report. The ARA Awards benchmark accountability in business organisations' activities. "Achieving the Gold Award for annual reporting acknowledges HCF's longstanding commitment to transparency and the high communication standards we set in printed and online reporting," says Corporate Communications Manager Damien Long. Marketing excellence The Australian Marketing Institute Awards for Marketing Excellence has recognised HCF's member retention program which aims to strengthen the relationship we have with our members. HCF was both the state winner and the national finalist in the Relationship Marketing category. HCF was also the national finalist in the Consumer Insights category. This recognised our new Business Performance Score (BPS) Dashboard, which is used to measure customer satisfaction levels.