IN THE HIGHLY COMPETITIVE HEALTH INSURANCE BUSINESS, there are few organisations that can say they exist solely to meet the needs of their members. That’s where Southern Cross Health Insurance stands out. The for purpose, not profit Friendly Society has been providing private health insurance to New Zealanders for over 63 years. Without shareholders to answer to, Southern Cross exists to serve its members. 

Attracting and retaining only the most skilled and experienced professionals is just the first step in ensuring exceptional customer service. New employees 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 commitment to seeking feedback from members 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 960,000 New Zealanders choose Southern Cross as their health insurer.
For more information, visit southerncross.co.nz/society