Year in Review | 2021 - Phoenix Health Fund
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Year in Review | 2021
FY21 in Review Despite ongoing challenges as a result of the COVID-19 pandemic, Phoenix Health continued to honour our commitment to members to provide value with their membership, personalised service and more support when they needed us most.
FY21 Highlights
Phoenix Health paid a total of
$43.610 million
in member claims in FY21.
The highest individual claim
was $86,000 for a single
heart procedure.
$27.105 million $6.021 million $1.957 million $1.708 million
in benefits for treatments and in dental benefits for healthier in optical benefits to help in physio, chiro and osteopathic
services provided to members smiles on things like check-ups, members look after their benefits to help members move
while admitted to hospital. scale and cleans and fillings. vision and see clearer. better and recover quicker.
In FY21 Phoenix Health experienced
14% membership growth
Our membership base has grown to
11,025 memberships covering 22,209 people
For people, not profits More value for members
We continued to return more to The Shop.Save.Support. Program enables
members in benefits than the members to get tangible value from their
industry average; we paid 90.4c in Phoenix Health membership all year round. In
every dollar received in premiums FY21 members saved over $13,000 through
to members while the industry purchases of discounted eGift cards.
returned 88c on average.
Source: 2020 State of the Health Funds Report
Page 3 of 13 | Phoenix Health Year in Review | FY21
Thank you! We love looking after our members,
the reviews you left us won us an award for 2021 on ProductReview.com.au!
At the end of FY21 we had received 83 five star
reviews to give us an overall rating of 4.7 stars.
Here’s a couple of our favourites.
Helpful and friendly service Been with them my
Michael, Sydney NSW
whole life
Janet, South East Queensland
I was hesitant in switching health funds at
first but Jan from the Phoenix Health Team I am 78 and every year I check and
was very helpful and friendly. She explained every year I cannot find a better
clearly the different policy options and plan policy. I joined as a young girl at
details over the phone and followed up with Stewarts and Lloyds, employees
emails and calls. The process from initial only in those days. I lapsed for
inquiry to joining is quick and easy. a few years and rejoined after a
divorce with two children. When I
remarried, my spouse was added.
On the phone, always helpful
always polite. I have never had
to question or haggle, claims are
paid swiftly.
We’re thrilled with a 95% member satisfaction score!
Source: 2021 Member Satisfaction Survey conducted by Discovery Research
Happy Members Easy claiming Customer service
According to the Member Phoenix Health members said they Members said they valued the
Satisfaction Survey in January 2021, were most satisfied with the ease of excellent customer service they
95% of Phoenix Health members doing business with us, especially received from the Phoenix Health
are satisfied or very satisfied with the speed their claims were paid Team – professional, helpful,
us here at Phoenix Health. through our mobile app. friendly and thorough advice.
Page 4 of 13 | Phoenix Health Year in Review | FY21
Our COVID-19 response
Our continued commitment to members
The COVID-19 pandemic has created unprecedented challenges for the health insurance industry and Phoenix Health members alike. To
provide the support needed through ongoing restrictions and lockdowns, we implemented a range of additional benefits and measures. We
have been and remain committed to continuing to support members now and into the future.
Financial Support Hospital Cover
In addition to deferring any We understand going to
premium adjustments for six hospital is stressful without
months to support members worrying about your cover,
financially, we offered a range which is why we cover all
of flexible suspension options hospital admissions related
for those members impacted to COVID-19 for members
by the pandemic. with Hospital Cover.
Support Programs
In addition to existing benefits,
Phoenix Health implemented
a range of tele-health benefits
to support members while they
couldn’t access their normal
providers.
4,000 Wellbeing Calls
To support members outside
We also expanded our range
of the typical health insurance
of Health Management
setting, we reached out to
Programs through Phoenix
thousands of members through
Health Hospital Cover to include
our partners Your Health
a Pre-hab Program to support
Navigator to provide wellbeing
members whose surgery was
check-in phone calls to
delayed as a result of
vulnerable members and
COVID-19 restrictions.
those in lockdown.
Hatchling Program
The pandemic also placed
some restrictions and pressures
on members waiting to
welcome their newborns.
We were able to offer support
to members by adding
additional services to our
existing Phoenix Health
Hatchling Program in the way of
online classes to further support
members during this exciting
time in their lives.
Page 5 of 13 | Phoenix Health Year in Review | FY21
More support for members
Over 4,000 calls and counting to check-in with our members
When COVID-19 restrictions came into effect Phoenix Health’s clinical team went to action to reach out to thousands of vulnerable members
and members experiencing lockdowns to provide a wellness check-in as part of our commitment to personalised service.
The calls were facilitated by our trusted partner, Your Health Navigator, and members spoke with trained clinical staff and nurses.
Here’s a few ways we were able to help individual members.
Matt
Matt, a member in his early 20s, had sought some in-patient support for his mental health prior to COVID-19. This had lead to improved
health outcomes for him, including a new routine of regular visits to the gym for weight training to help him manage his weight gain
caused by his prescription medication.
Lockdown closures of gyms was a source of frustration for Matt and he was keen to re-establish a routine through the additional COVID
benefits available to Phoenix Health members, the YHN nurse was able to refer him to the COVID-19 Home Exercise Program to support
his progress and help Matt regain control of his wellbeing.
Mary
Busy running her own business Mary was diagnosed with stage 4 cancer early in 2020. Lockdown restrictions have limited Mary’s
access to support services including home cleaning. She lives with her husband and son but being unable to see her usual friendship
group due to kilometre restrictions, along with physical issues related to her diagnosis and the side effects of treatment have
compounded the frustration and stress she’s experiencing.
The YHN nurse was able to offer ongoing support for Mary’s complex situation as she navigates this difficult time to identify additional
areas where we can provide support and referral to services that may benefit her.
Debbie
Living alone since her husband passed away two years ago, Debbie agreed to a
YHN Wellbeing check-in call with the YHN team. While her mental health is well
managed now, she has experienced difficulties in the past and continues to
experience other co-morbidities which she usually manages with a gym
membership and exercise classes however these were cancelled.
The YHN nurse identified that Debbie would benefit from physiotherapy services and
Phoenix Health was able to refer her for our COVID-19 Home Exercise Program to
support her physical health while access to her usual providers is unavailable.
Robert
Despite working from home and living alone during lockdown, Robert wasn’t feeling isolated or lonely. However he shared with the
YHN nurse during his wellbeing check-in that he had recently started treatment to better manage his Type 2 Diabetes. Throughout
their chat, our nurse learnt that Robert struggles with weight management, fatigue and hydration.
Like many other members, his usual exercise routine is limited, and our team discussed the COVID-19 Home Exercise Program with him.
However, Robert’s priority at the time of the call was to better educate himself on managing his Type 2 Diabetes to improve his long-
term health outcomes. The YHN nurse was able to refer him to the Phoenix Health Diabetes Management Program which was available
to him through his Phoenix Health Hospital Cover.
Names have been changed for privacy reasons.
Page 6 of 13 | Phoenix Health Year in Review | FY21
The Phoenix Health Team Based in Newcastle, NSW our team is committed to providing you with the most personal service to make health insurance easy and ensure you’re always confident in your cover.
Our Team
Here for you
Phoenix Health is based in Newcastle and the majority of our team work from our office in Honeysuckle
Drive. However we also have team members who live outside of Newcastle including in Sydney, Victoria
and South Australia who work remotely on a permanent basis. We believe this gives us a unique
perspective; we’re locals where ever our members may be!
As a boutique health fund, it’s likely that every time you call you’ll speak to the same person; you’ll
never get lost in the crowd and personal service is the core of who we are and what we do.
The following pages introduce you to our Board of Directors and Senior Management Team.
Our interstate team members catch-up with the Newcastle
team on a visit between COVID-19 restrictions.
Team Initiatives
As a not-for-profit health fund, our focus is on giving back and this extends beyond our benefits into the
culture of the team. Most recently the Phoenix Health Team raised $1,089 for Newcastle based charity the
Mark Hughes Foundation through a beanie and morning tea fundraiser.
Page 8 of 13 | Phoenix Health Year in Review | FY21 All relevant COVID-19 restrictions were adhered to at the time photos were taken.
Board of Directors
Adrian Howard Bruce Arnott David Byrnes
B.Com, CA, GAICD B.Com, CPA, MAICD B.Bus, GAICD
Adrian was appointed as Chair of Phoenix Bruce was appointed to the Board in 2015 David is the Product Marketing Manager
Health Fund on 9 November 2020 and has and has an extensive career including Chief at InfraBuild, holds a Bachelor of Business
been a member of the Board since 2014. He Financial Officer and Company Secretary at degree and is a Graduate of the Australian
is currently Chief Executive (NSW/ACT) at Bradken, and senior positions at OneSteel Institute of Company Directors.
WesTrac. (now InfraBuild), BHP and Tubemakers.
He is the Chair of the Remuneration and
His previous experience included time with Bruce was appointed Deputy Chair on 9 Nominations Committee and a member of
Patrick and OneSteel (now InfraBuild), with November 2020, having previously served the Audit Committee. David has previously
roles in general management, strategy, as Chair. He is Chair of the Audit Committee served as Deputy Chair and joined the Board
business development and finance. Adrian and a member of the Risk Committee. in 2007.
is a member of the Risk Committee and the
Remuneration and Nominations Committee.
Danielle Hodgson Stephen James Samantha Kuoch
B.Bus B.E. (Hons), GAICD BComp InfoSys (Hons)
Danielle is Partner and Investment Advisor Stephen holds a Bachelor of Engineering Samantha has worked in the financial
with Crestone Wealth Management. She degree and is a Graduate of the Australian services sector for over 18 years and was
holds a Bachelor of Business International Institute of Company Directors. He has been appointed to the Board in 2020.
Trade and Retail Management and is an a Director of APRA regulated organisations
Samantha is currently GM, Group
accredited Stockbroker. for over 20 years.
Development (Mergers & Acquisitions) at
Danielle is a member of the Audit He has a strong interest and skills in NAB. She has worked locally & overseas in
Committee and the Remuneration and Governance and Risk Management. Stephen strategy, transformation and regulatory
Nominations Committee. Danielle joined the is the Chair of the Risk Committee. Stephen compliance. She is a member of the Risk
Board in 2016. joined the Board in 2017. Committee.
Page 9 of 13 | Phoenix Health Year in Review | FY21
Senior Management Team
Sharon Waterhouse Liz Owens Peter Leonard-England
BEc MBA MA FAICD BSocSc CPA, ACCA
Chief Executive Officer Member Service Manager Chief Financial Officer and Company Secretary
In addition to Sharon’s role at Phoenix The newest member to join the Phoenix Peter is an experienced senior executive
Health, Sharon is also a Director at the Health team, Liz is a very experienced with experience in a broad range of
Members Health Fund Alliance and people leader in diverse customer service organisations in general insurance,
Police Bank. industries including health insurance, government, not-for profit, logistics,
mining, construction and energy utilities. financial services and media sectors.
Sharon has over 20 years’ experience
in senior executive roles, including with She has worked at NIB, WesTrac and Ausgrid/ He is CPA and ACCA qualified. At Phoenix
Westpac, St George Bank and Newcastle Energy Australia. She has a degree in Health, Peter supports the CEO and Board to
Permanent. Social Science and qualifications in Change ensure all Accounting, Finance, Investment,
Management and Service Management. Regulatory and Governance requirements
She holds a Bachelor of Economics, MBA,
are met and was appointed to the position
Masters of Business Research and is a At Phoenix Health, Liz ensures we provide
of Company Secretary in June 2019.
Fellow of the Australian Institute of the best level of service to our members.
Company Directors.
Tracy Shepherd Sharon Taylor Ben Thomas
BBus
Head of Health Services IT and Analytics Manager Head of Sales and Marketing
Tracy has worked in the Health Insurance Sharon is an experienced Manager having Joining Phoenix Health in 2020, Ben brings
Industry for over 25 years including as worked in Health Insurance managing IT over 12 years of Sales and Marketing
General Manager for two health funds Systems and Analytical reporting for over experience to Phoenix Health.
implementing changes in Sales, Marketing 20 years. While working with the Members Own
and Claims initiatives. Health Funds, Ben was instrumental in the
Sharon has worked with four different
She has also represented the industry on health funds as well as for our current acquisition and retention of over 30,000
many Committees and working groups systems partner HAMBS Systems Limited. health insurance policies.
considering the implementation of the Sharon also represents the Industry on He has also developed a Product Landscape
latest Health Insurance Reform Initiatives. several working groups and also holds an Analysis tool to understand product
advanced certificate in accounting. competitiveness and allow for smarter
product design.
Page 10 of 13 | Phoenix Health Year in Review | FY21The Year Ahead As we look forward to FY22 and beyond, our commitment remains the same; to support members with affordable personal health insurance that provides tangible value.
Message from your CEO
As a personal health insurance This includes our commitment to being your partner in health
by providing you with tangible value not only when you need to
fund, our focus is always on your claim, but also outside of what is typically expected from a health
insurance provider.
health and wellbeing.
At the end of FY21 we asked for members feedback about digital
health and wellbeing programs. We were overwhelmed with your
responses to our survey, expressing your interest in the idea of a free
Phoenix Health digital health and wellbeing program.
We’re currently working on developing a pilot program with an
exciting new digital partner and we cannot wait to share this with
you soon.
Since the onset of the COVID-19 pandemic we’ve been constantly
working on a range of additional measures to support members
through the challenges we’ve all faced, including delayed premium
adjustments, additional telehealth benefits, flexible support options
and additional programs for members who had surgery delayed due
to restrictions. We continue to monitor the situation as it develops
and provide members with support as needed; including the
We believe that health insurance shouldn’t be difficult; it needs to ongoing wellbeing check-in calls to vulnerable members and those
be easy to understand, affordable and provide you with real value. impacted by ongoing lockdowns.
We’re continually working hard to ensure you get the most out I’d like to take this opportunity to remind you that Phoenix Health is
of your membership and that we provide you with the most always here for you and we invite you to always reach out if you have
personalised health insurance experience. any questions or need support with your membership.
Early last year we welcomed a range of new covers into our product Thank you also for the positive feedback we have been receiving
suite, this included percentage-based extras covers to end the almost daily; happy members make us happy and we’re proud that
swipe-and-hope. Popular with members, knowing exactly what our member satisfaction is again sitting at 95% for 2021.
percentage you’ll get back at your provider makes it so much easier!
On behalf of all of us at Phoenix Health, thank you for continuing
In October 2020 we introduced new hospital covers to complement to trust us with your health and wellbeing now and into the future
our existing range, providing more choice and affordability – you can count on us.
for members, ensuring we continue to be competitive in the
marketplace. After all, a stronger Phoenix Health means more back
to members in benefits.
We had a strong membership growth of 14% in FY21 and have
our sights firmly set on continued growth for the future while Sharon Waterhouse
maintaining our commitment to providing you personalised service. Chief Executive Officer
Let’s stay in touch; we’re here for you
We love hearing from our members! If you have any questions
about your membership, getting the most from of your cover or
would just like to say hi, here’s how you can get in touch with us.
phoenixhealthfund.com.au
1800 028 817
enquiries@phoenixhealthfund.com.au
f facebook.com/Phoenixhealthfund
Page 12 of 13 | Phoenix Health Year in Review | FY21phoenixhealthfund.com.au
1800 028 817
enquiries@phoenixhealthfund.com.au
PO Box 156, Newcastle NSW 2300
Phoenix Health is proud to be a part of the
Members Health Fund Alliance; representing
health funds run for people not for profits.You can also read
