Member Care Charter

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 just 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 2 working days and process your claims within 5 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 Care 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.

© Copyright Health Partners. 2022 All Rights Reserved.

Health Partners is committed to providing quality and affordable health care, and we value our members and our obligation to protect your privacy. As part of our responsibility in protecting your privacy, from time to time we review our policies to ensure we are meeting our obligations. We have recently made some updates to our Privacy Policy. Please click here to view the Health Partners Privacy Policy.

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