Blog Archives

Health Insurance customer retention – Constructive feedback from our readers

Since the release of our Health Insurance Customer Experience White Paper, we’ve had thought-provoking engagement from health insurance providers, aggregators and customers. These insights uncovered more ‘devil in the detail’ to complement the comprehensive knowledge base in the White Paper. In terms of observations with customer retention, several funds have had to introduce policies with exclusions, sub-limits and changes to the limits due in order to lower prices and make them more affordable. However, when customers find out later that these changes did not meet their initial expectations and then

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Empowering Health Journeys by improving Patient Experience (PX)

Improving the Patient Experience or ‘PX’ is becoming an increasingly important objective and metric in our hospitals. While this concept has taken a while to catch on in Australia (compared to countries like the UK), it is encouraging that it is part of many hospitals’ accreditation process these days. Some health CEO’s have stated that a closer eye on PX acts as an ‘early warning system’ to pick up underlying quality and safety issues that may be occurring. As a parallel story, my 3 years developing start-ups in the technology

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Future Solutions in Customer Experience and Retention for Private Health Insurance

The ‘Future Solutions in Customer Experience for Health Insurers 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

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How to Overcome the ‘silo mentality’ in our Health System

Most leaders in our healthcare system agree that it is very fragmented and uncoordinated due to a high degree of complexity. Due to this fragmentation, some stakeholders unfortunately develop a ‘silo mentality’ on how to solve a problem within their part of the system.   For example, when the Queensland Government several years ago introduced a solution to reduce waiting times in their Emergency Departments, it caused hospitals with bed shortages to close emergency departments, causing havoc to ambulance drivers and potentially risking patient lives. They were not aware of the ‘system-wide’

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6% Rise in Health Insurance Premiums may ignite highest lapse rates

One of the media hot topics this month is certainly the rise health insurance premiums. The second highest health insurance premium increase in a decade seems to be creating a “perfect storm” for unprecedented lapse rates in the industry. There are a number of reasons why the 6% average rise in Health Insurance Premiums may see far more consumers switch in record numbers to more favoured health insurers. ‘Industry disruptive’ switch campaigns such as Onebigswitch (backed by media conglomerate news.com.au) and the growing adoption of brokers such as iSelect.com.au, Comparethemarket.com.au,

Posted in Health Insurance Tagged with: , , , , , , , ,

How to manage health insurance premium rises

Curtin FM invited Dr Avi for a radio interview with Greg Pearce on March 4th, 2015. Click on the play button above to listen to the recording.  

Posted in Healthcare Policy Tagged with: , , , , , ,
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‘Personal Wellness Diagnostic’

  • Designed to help you achieve high performance and wellness in all areas of your life
  • Applicable to workplace employees and leaders
  • Quick, easy and insightful tool to measure gaps and refine programs
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 WHITE PAPER

  • Developed to help health insurers deliver greater customer experience and retention.
  • For CEO's, General Managers, marketers, sales and customer service leaders as well as analysts, policymakers and researchers.
  • Insights from representatives of 10 Australian Private Health Insurers.

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  • What information is being gathered on patient's experiences of services?
  • Connections between patient experience work and membership activities
  • With PX data, you will know what's working and what needs improving most
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