Commitment to Customer Service
Our promises to you
We promise to:
- Ensure a real person answers the phone every time you call so you don’t have to press buttons on an automated menu.
- Listen to you, consult with you, understand your needs and deliver truly personal service.
- Focus on resolving your enquiry first time, every time.
- Make every effort to record details of your enquiry on the first call so you do not have to tell us again.
- Make available up to $500 in cash when submitting claims that you have been paid at our branches.
- Deposit your paid claim into your nominated bank account within the next business day (available on request).
- Respond to your emails within the next business day.
- Regularly survey our members to seek ways to improve our service.
- Improve processing times by allowing more opportunities to submit your claim electronically.
- Continuously work towards complying with the voluntary Private Health Insurance Code of Conduct.
- Maintain our commitment to reducing our carbon footprint.
- Invite you to participate in our Wellness Programs where your claims history highlights that you may receive some health improvement.
- Review our Customer Service Charter each year and report results in our Annual Report.
If things go wrong
Our mission to be your trusted partner in the provision of private health insurance goes beyond providing quality affordable products and high levels of customer service.
While we receive many letters of praise about our products and customer service advisors, like any organisation, we aren’t perfect and, on occasions, we also receive complaints. We believe that your complaints are of equal or greater importance than praise.
As such, we have stringent guidelines in place to ensure we acknowledge you in the most efficient and timely manner.
So, in the unfortunate circumstance that you have a concern or complaint you can contact us through the following channels and can expect an acknowledgement as indicated below:
- Talk to a GMHBA representative. You can talk to a representative by visiting a branch, calling 1300 446 422 or emailing email@example.com. We respond to all our phone calls immediately, and will follow up all e-mail and telephone messages within 24 hours.
- Write to us. We will provide an acknowledgement within five working days for written correspondence. Where the matter is complex we will attempt to finalise within a month. However where the difficulty of the matter precludes this, we will inform you of the progress.
- Write to the Member Services Review Committee (MSRC). If after receiving our response you are still not satisfied, you can write to the Member Services Review Committee (MSRC). We have appointed a panel of highly experienced employees, including Subject Matter Experts, First Line Leaders, a Senior and Executive Manager who meet regularly to discuss any issues received from members. The aim of the MSRC is to listen to you and to provide decisions that are fair and equitable for all our members. You will receive an acknowledgement of your correspondence within five working days of the committee’s weekly meeting. You are welcome to write to the MSRC at PO Box 761, Geelong, Vic 3220.
- Contact our Member Satisfaction Manager. If you require further clarification about the decision made at the MSRC, please write to the Member Satisfaction Manager at PO Box 761, Geelong, Vic 3220. We will acknowledge your correspondence within five days of receipt. Where the matter is complex we will attempt to finalise within a month, however where the complexity of the matter precludes this, we will keep you informed of the progress.
If you’re still dissatisfied with the outcome, free independent advice is available from the Private Health Insurance Ombudsman. You can contact the Ombudsman on freecall 1800 640 695 or Suite 2, Level 22, 580 George Street, Sydney, NSW 2000.