Service Charter

At Peoplecare Health Insurance we take great pride in the personal service that we provide our members.

Peoplecare is a member owned, not-for-profit organisation and accordingly we treat you as an owner not just a customer, and I’m sure you would agree that that is the way it should be!

We clearly understand that the sole purpose of our unrivalled organisation is to serve you, and that makes us unique – just ask any of our existing members!

Some of our key service principles are:

Telephone Responsiveness and Member Guidance

• When you call us on 1800 808 690 you talk directly to one of our friendly, experienced member care consultants who will guide you, help you with the application and even issue you with a cover note if required. There will be no machines to "talk" to or a long wait in a queue – we do care about your call, that’s why we answer it and not just tell you we care!
• We aim to answer your calls within 15 seconds and in the majority of cases we will answer your calls straight away.
• When you join our fund our customer care consultants will provide you with ongoing assistance on any of our services, your level of cover and how to maximise the benefit of being not just a member but also an owner of our fund. All you need to do is call us on 1800 808 690.

 Rapid Claims Processing

• Apart from providing electronic claiming at many ancillary health care providers (e.g. dentists, optometrists, physiotherapists, etc.) member claims are consistently paid within 2 working days of receipt. We are often complemented by current members and doctors for this unrivalled speed.

 Rapid and Comprehensive Response to Email and Written Correspondence

• We respond to all communication in a rapid and comprehensive manner.
• We will respond to all complaints with 24 hours of reciept and then follow up every 7 days thereafter until resolved.
• We will respond to all other written communications within at least 7 days and in the majority of cases within 24 hours.
• We will respond to the vast majority of all written communications within 24 hours but in some cases involving more complex issues or where research is required we will aim to respond in 1 to 7 days.

So if YOU want to be treated as an owner, like you deserve, then download an application form now. Or if you want more information on our products, benefits, or prices just call us on 1800 808 690.