Promise 3. Member focused
Delivered: Our member care consultants are dedicated to delivering exceptional service
CBHS are winners of the 2011 Overall Member Satisfaction Improvement Award!
Just more proof that CBHS delivers on our Value Promise!
We believe our victory can be largely credited to CBHS’ commitment to our Value Promise!
Our Value Promise entitles CBHS members to greater benefits, lower costs and a member focused team, dedicated to delivering exceptional service to you!
We frequently review the feedback we’ve received in order to enhance the products and services we provide to our members.
Read some of the feedback below to see how we deliver our Promise to you.
Hi Sharon,
I'd like to give a HUGE commendation to Joanne who helped me so much with my situation. I had been incorrectly instructed by another insurance firm on what I had to do. When I called, Joanne carefully listened to my circumstance, provided adequate advise and gave her name so I would be able to contact her if I needed help. Joanne assessed the situation, took control, and resolved the matter in a matter of minutes by assisting me with an adhoc letter that was able to help me. This is the perfect example of GREAT customer service, one that should be modelled by everyone in this industry. Please pass my thanks to Joanne for her HUGE help.
Kind Regards,
Jorge, NSW
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Dominique, Thanks again for being very responsive. It was a pleasure to deal with you.
Kindest regards,
Richard, SA”
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Hi Kye
Thank you so much for you prompt and efficient service, Staff like you make the CBHS user friendly and a pleasure to deal with, which in this day and age is a rare thing. Once again thank you
Regards,
Jenni, VIC
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Hi Kye
It was refreshing to speak with someone who empathised with me and paid attention to my needs. I work for CBA and understand the importance of great customer service and I believe you exceed this. I am grateful for all your help and appreciate your follow up phone calls.
Best regards,
Catherine, NSW
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Hi Carmen,
I want to highlight that I was really impressed with one of your staff members – Eyvonne, who thoroughly investigated my CBHS dispute against the hospital.
Eyvonne really took ownership of my case and followed up via email or telephone to ensure that her investigation was transparent to me.
In parallel to her investigation with the hospital, she also asked me to send through my physio, anaesthetists and surgeon claims too and was able to process them within a day!
This is fabulous customer service and I am very pleased to be with CBHS.
I just thought you might like to know I appreciate of all the assistance she gave me throughout this entire situation. Please pass on my thanks again.
Kind regards,
Cat, NSW
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Thank you for the information providing an indication of members’ views and stating your Value Promise.
I have been a member of CBHS for approximately 55 years of its 60 years.
I have never ever had a bad experience with CBHS. My family and I value the security of this most valuable service. It has kept us afloat many times. I have three children and am comforted by the knowledge that they and their families are all members of CBHS.
My only regret is that I have taken so long to express my appreciation.
Sincerely
Alf, VIC
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Thanks for the quick and prompt service - wonderful - I like to give praise when it is due as having worked in insurance I sure know how quick people are to complain. Please pass my compliments to your manager for great customer service.
Regards
Lesley, NSW
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Sharon,
I thank you sincerely for your understanding.
More people like you in the world and it would be a better place.
Thanks again
Regards
Adrian, NSW
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Dear Brooke
I would like to thank you and Wendy for all your help. It is so good to have people like yourself serving people. Please do let your manager know that you and Wendy have provided me with exceptional 10 out of 10 service. I have let all my colleagues know how good you and your organisation are. I wish you both the very best.
Kind regards
Turas, NSW
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Thank you for all the trouble you went to Melanie.
You are an excellent Customer Service Consultant... Please forward this to your Manager for me as I wish them to know how much of a help you have been.
Kind Regards
Camo & Shelly, QLD
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Thank you Sandy... Claiming online is excellent. Makes my life much easier thank you.
Kathryn, WA
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Hi, I just wanted to email to thank CBHS and staff for their help and assistance over the last 6 months. I have been with CBHS for over 10 years and really not used it heavily. Over the last 6 months my wife has been fighting breast cancer which is obviously a difficult time for my family and the assistance provided by CBHS over this time has been fantastic. Definitely many advantages in being part of CBHS, thanks again
Dale, VIC
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Good morning to you too James… and thank you! Thank you, and thanks to CBHS- this is the best customer service I’ve received from any organisation in a long time; efficient, polite, personalised, user friendly.
Thanks again
Kiera, VIC
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Good Morning Sharon,
I’d like to provide some great feedback on the service provided Megan.
She has done a fantastic job in providing detailed assistance and proactive customer service, you must be happy to have great staff like this!
Thumbs up!
Kind regards,
Emilia, NSW
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Good Morning, CBHS!
I really appreciate your outstanding customer service which is second to none! (I have been comparing with other health funds, but this has changed my thinking and I am and shall be a loyal CBHS customer!)
Regards,
A very happy customer,
Victor, NSW