What to expect from Health Partners
At Health Partners, we’re committed to providing you with the best possible service. Take a look at what you can expect from us.
We’re not only friendly; we’re attentive as well
When you visit Health Partners, you’ll be greeted with a smile by someone who’s not only polite, but will identify themselves and listen carefully to what you’re saying. Friendly service also means ensuring you have up-to-date information, having things explained clearly and simply and providing you with a contact name – in case you have any further questions.
Responsive action is a great responsibility
If you call Health Partners, you’ll be greeted by a real person – not a machine. We’ll personally answer 80% of calls within 30 seconds. We’ll also respond to your correspondence within two working days and process your claims within five working days. Every enquiry is important and we’ll explain to you how we make a decision, how long it will take and contact you directly by phone or in writing once it’s made.
Honesty and integrity – it could almost be our motto
When you deal with Health Partners, we undertake to apply our policies fairly and with a healthy dose of respect. We’ll inform you of your rights, respect your privacy, act respectfully to all cultures and importantly, not discriminate against you in any way. You can be confident your information will be recorded accurately and stored properly and safely. We’ll also explain how you can seek a review if you’re unhappy with a decision we’ve made.
Improving our service is something we’ll always do
By measuring member satisfaction each year and responding to your feedback, we’re ensuring our member services are always given the highest priority. We’ll make sure you’re kept informed of any new or updated products or services and provide our staff with the necessary skills and training required.
You’ll always get the best out of us
Health Partners will review our Member Service Charter annually, make any necessary or appropriate changes and make sure you’re kept up-to-date each year. We also believe it’s important to operate at all times within the Private Health Insurance Code of Conduct.
We expect the same in return
We’ll always strive to give you the very best service — and there are little things you can do to help. Things like treating our staff with the same courtesy, honesty and respect as we show you; respecting our property; letting us know if you’re having difficulty meeting your payment obligations; managing your dental and optical appointments responsibly and advising us if you can’t attend; ensuring the information you provide us is accurate and up to date; and making sure you read correspondence we send you as it may contain important information that affects your benefit entitlements and/or premiums, which we are legally required to provide.