Customer Experience and Retention

Future Solutions in Customer Experience & Retention for Private Health Insurance White Paper

 

The ‘Future Solutions in Customer Experience & Retention for Private Health Insurance White Paper’ is a research paper developed to help Australian health insurers deliver greater customer experience and customer retention. This White Paper is aimed for CEO’s, General Managers, marketers, sales and customer service leaders as well as analysts, policymakers and researchers in the industry. It is a ‘how to’ guide for getting closer to the consumer from a more complete, holistic perspective in order to drive strategic and tactical decisions.

Insights in this Paper were compiled from analysis of in-depth interviews and presentations from representatives of 10 Australian Private Health Insurance companies. Australia now has a relatively mature Private Health Insurance industry with over 11 million members and over $21bn in annual revenue in 2015. However, industry growth occurs in an evolving Australian market, which is increasingly complex. Consumers have to choose between over 17,000 different policies currently available for sale and over 25,000 policies currently in the market.

Following the analysis of interviews with industry experts, themes of solutions were consolidated. The companies involved were  Medibank, BUPA, NIB, Australian Unity, Westfund Health, CBHS, Teachers Health Fund, Peoplecare Health Insurance, RT Health Fund, and Phoenix Health Fund.

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