WEDNESDAY, 11 NOVEMBER 2026: HCF, Australia's largest not-for-profit health fund, has been recognised across four categories at the 2026 Australian Service Excellence Awards (ASEA), spanning organisation-wide service, its Contact Centre, frontline leadership and digital customer experience.
HCF received Service Hero recognition for Organisation of the Year – Government/Not-for-Profit, Large Contact Centre of the Year and Digital Customer Experience of the Year for HCF Marketplace. Will Sung from HCF’s Provider Engagement Management team won Frontline Team Leader of the Year, while Deepti Khatri, National Manager, Health Concierge, was also a finalist for CX Manager of the Year.
HCF CEO and Managing Director Lorraine Thomas said the recognition reflected the care HCF’s people bring to supporting members and the importance of continuing to earn their trust.
“Trust is built through the experience we give our members every day. For us, that means listening to what matters to our members and continuing to look for ways to make things simpler for them.
“What makes this recognition particularly meaningful is that it reaches across so many parts of HCF, from our frontline and Contact Centre teams to the people improving how members navigate and choose their health cover. I’m incredibly proud of our people and the care they bring to supporting our members.”
HCF’S 2026 ASEA RECOGNITION
- Organisation of the Year – Government/Not-for-Profit | Service Hero
- Large Contact Centre of the Year – HCF Contact Centre| Service Hero
- Digital Customer Experience of the Year – HCF Marketplace | Service Hero
- Frontline Team Leader of the Year – Will Sung, Provider Engagement Manager | Winner
- CX Manager of the Year – Deepti Khatri, National Manager, Health Concierge | Finalist
The Australian Service Excellence Awards are hosted by the Customer Service Institute of Australia and recognise best practice and innovation in customer service.
For more information about HCF’s awards and recognition, visit hcf.com.au/about-us/about-HCF/awards.
ENDS
About us:
HCF, Australia’s largest not-for-profit health fund protecting Australians since 1932, covers more than 2.1 million members with health and life1 insurance, travel2, pet 3, home4, landlord4 and car insurance4. HCF has been awarded Outstanding Value Health Insurance by Canstar eleven years in a row from 2016-2026. On average over the last 10 years, HCF has paid out more cents in every dollar in premiums on its health insurance products to members as benefits than the industry average*. To learn more about HCF go to hcf.com.au/about-us
*88.9% compared to 84.9% across the industry. Calculated based on the average of the past 10 years, sourced from APRA Annual Private Health Insurance Performance Statistics report data 2016–25 and Quarterly Private Health Insurance Statistics Jul 2025–Jun 2026.
1 Issued by HCF Life. Consider the PDS and TMD at hcf.com.au/lifeinfo
2 HCF Travel Insurance is arranged and managed by AWP Australia Pty Ltd ABN 52 097 227 177 AFSL 245631 trading as Allianz Global Assistance for the insurer Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Terms, conditions, exclusions, limits and applicable sub-limits apply. Please consider the PDS at hcf.com.au/travel and TMD at allianzpartners.com.au/policies before deciding whether to buy the product.
3 HCF Pet Insurance is issued by PetSure (Australia) Pty Ltd, except for policies entered into before 21 March 2024 and subsequent renewals of those policies, which are issued by The Hollard Insurance Company Pty Ltd. Consider the PDS and TMD at hcf.com.au/petinsurance before deciding if the product is right for you.
4 Issued by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL 234708. Consider the PDS for Home insurance at hcf.com.au/home, for HCF Landlord insurance at hcf.com.au/landlord and for HCF Car insurance at hcf.com.au/car, and TMDs which are available for HCF Home insurance and HCF Landlord insurance here and for HCF Car insurance by calling 1300 657 046, before deciding if the product is right for you.
Contact details:
Joni Thomes 0475 576 738 or [email protected]
