Member Satisfaction Survey feedback and competition winners

Thank you to everyone who responded to our recent Member Satisfaction Survey. And congratulations to our gift card winners M. Graham ACT, B. Nowland VIC, A. Hammersmith QLD and C. Francis NSW.

Although we didn’t ask all our members to participate we still had over 1800 respondents to the survey. The survey measures satisfaction across a number of service and performance variables. On the important measure of overall satisfaction, you will be pleased to know we scored 83.7 points on a 100 point scale. This result reinforces the importance of member research. It gives us the opportunity to listen and act on your valuable feedback. We will fully analyse this year’s research so that we continue to improve our service and product in the future. In other good news for members, the Private Health Insurance Administration Council recently released its 2013 Operations of Private Health Insurers Annual Report.

The report cites some important statistics that demonstrate the better value of Defence Health:

  • We have the lowest management expense ratio of all funds – 5.4% compared to the industry average of 8.8%
  • We also have the lowest dollar management expense per policy
  • Our membership base has grown by 5.6% since the last report in 2012 and benefits paid back to our members has grown by almost 15% over this same time


For over 60 years we’ve had one clear purpose: to help the ADF and wider Defence community to finance their health care needs and this report demonstrates our commitment to our core purpose.