AS part of its commitment to ensuring its membership has the right level of cover, Australia’s largest and only national health insurance fund, Medibank Private, is conducting a far-reaching nationwide review of its members.
Currently close on 3 million Australians are covered by the fund.
This multi-faceted campaign - which got underway this week - is being conducted throughout Medibank Private’s retail and call centres as well as via direct mail. Known as "Cover Check", the review is not only directed at the fund’s existing membership but also at those who may have rushed into private health insurance during the Lifetime Health Cover period.
Says Medibank Private managing director, Mark Burrowes: "We accept that people’s health needs change continuously. Where they may choose little more than basic hospital and ancillary cover in their 20s, this may change in their 30s and 40s when growing families require more extensive hospital and extras coverage.
"Similarly for the empty-nesters, who no longer have children to support, their level of ancillary cover may change and their hospital cover may need to be higher, depending on their health.
"While some members are vigilant about changing their levels of cover according to their life-stages, others are less so and it is these people we particularly want to reach."
Mr Burrowes says the health cover review was preceded by a nationwide pilot study that showed increased customer and staff satisfaction following policy reviews. In fact, of those reviewed, over 60 per cent changed their level of cover, with between 7-10 per cent reducing their cover.
"It is important to point out that the review is not about selling more policies. It’s about recognising members’ needs and ensuring they understand the policies they have or alternatives that may better suit their stage of life.
"We are not resting on our laurels and automatically assuming our membership base is content with their level of cover. We want them to be happy with their health insurance decision and satisfied that the they are spending their money wisely!" says Mr Burrowes.
