Member Satisfaction Survey 2021

Member Satisfaction Survey 2021 Thank you for you feedback!

We value the views and opinions of Queensland Country Health Fund Members. In January 2021, we invited our Members to complete a satisfaction survey to find out what we do well and the areas where we can improve. Here's what you told us:

63% were very satisfied and 32% were somewhat satisfied.

1,494 Members shared their thoughts with us and completed the survey*

Communication with our Members

60% of Members that have interacted with us over the past 12 months said that enquires are always taken care of on-the-spot. 71% of Members who have interacted with us say it is always an easy process. 64% have phoned us in the last year. Of those who called: 82% were very satisfied with the telephone service they have received (in terms of problem solving and the advice given).

95%

of Members are satisfied with their health fund membership* Claiming

89% of Members have NOT had a claim rejected or unpaid in the last year.

83% of Members that have claimed in the last year were very satisfied with the speed of their claim payment.

82% of Members were very satisfied with their claiming experience when they swiped their Membership Card at the provider.

Mobile App

96% of Members who have claimed via the Mobile App have been satisfied with the service. 63% respondents say the Mobile App is easy to use.

What you think of us

81% of respondents agree that we offer good value for money for our Members. 1,383 respondents agree that we are easy to deal with. 89% of respondents agree that we are Member-service focused. 1,024 respondents agree we offer better benefits then other Health Funds. 87%

Queensland Country Dental have both Hospital and Extras cover with us. 44% of Members that reside in our dental practice areas have visited Queensland Country Dental

Mackay, Mount Isa or Townsville. Of those who visited, 64% were very satisfied. Thank you again for your valuable feedback! What you say matters as it helps us concentrate our efforts on offering quality service in areas that are important to you.

What we’re working on…

• We’ll continue to share how you can process your claims, so you can stay up to date on changes and new processes.

• We’re here to help you better understand the value of your private health insurance. We want to help you to live a better life through better health. Ask us how to use your policy so you can get the most value out of your cover.

• Life moves and changes quickly, so if circumstances change, contact us to make sure your policy reflects this and suits where you’re at.

• Keep informed and up to date:  Read our bi-annual Living Healthy magazine – you can nominate to receive this electronically or have a copy sent to you  Read Health eBYTES your bi-monthly email  Check out our Health and Wellness Centre on the website  View stories and news on the Mobile App  Like us on Facebook  Follow us on Instagram