Latrobe Health Services has ranked among the most highly rated private health insurers in the country, with an impressive 86.9% satisfaction rating among its members.
The rating puts us in fourth position for member satisfaction nationwide, ahead of many bigger funds and well above the industry-wide average of 73.7%.
The latest Roy Morgan ‘Customer Satisfaction: Private Health Insurance’ report was based on almost 25,000 interviews with private health policy holders, tracking monthly rolling averages to December 2020.
The report pointed out that, during 2020, a number of health funds offered assistance, including payment pauses or reduced premiums, to members under financial stress as a result of the COVID-19 pandemic.
Latrobe Health was among those offering financial relief, embracing our ethos of being ‘the health fund with heart’ by helping our 81,000 members through the toughest of times.
Our $8 million 2020 support package included a six-month deferral on premium increases for all hospital and extras members, and a 12-month deferral for those members on Jobkeeper and Jobseeker.
As well as introducing coverage for telehealth consultations (now a permanent policy feature), we also offered cover to members for Coronavirus-related hospital admissions and rolled over unused extras benefits from 2020 into 2021.
Honouring our commitment to look after the community that has been so important to our ongoing success, last year we donated $1 million to family violence and mental health support services. We also helped fire affected communities with a donation of $75,000.
The Roy Morgan poll reported that industry-wide satisfaction was up by 1.8% on the previous year to December 2019.
As of December 2020, 43.9% of Australians held private health insurance, the report found.