IN THE HIGHLY COMPETITIVE INSURANCE BUSINESS, there are few companies that can claim they’re not in it for the profits. That’s where Southern Cross Health Insurance stands out.
The not-for-profit Friendly Society has been providing private healthcare to New Zealanders for over 62 years. Without shareholders to answer to, Southern Cross can focus on putting members first.
Recruiting only the most skilled and experienced professionals is just the first step in ensuring exceptional customer service. New hires undergo an intensive induction and mentoring programme to perfect their skills and learn everything there is to know about the insurance company’s products and services.
While recruitment and training lay the foundations for superb service, its unwavering commitment to feedback is what sets Southern Cross apart. The insurer actively seeks feedback through its Voice of the Customer Programme after a claim, a phone conversation, or treatment.
“The lady who helped me was amazing. She listened, she understood exactly what I was asking, she offered solutions, but she was genuine and intentional,” said one satisfied member.
If a member is dissatisfied or escalates a complaint, this information is collected and scrutinised in a monthly report, which is then shared with the relevant business teams and the executive and board.
It’s this commitment to customer care that has seen over 940,000 New Zealanders choose Southern Cross as their health insurer.