Help and Support When You Need It
You probably don’t need to contact your health fund very often. But when you do, whether it’s understanding your cover, checking a claim or preparing for treatment, being able to speak with someone quickly and get a clear answer can make all the difference.
At Phoenix Health, we believe getting help should be easy. That’s why we measure how quickly members can reach us, how long they wait and how they rate the service they receive. We publish these results so members can see how we’re performing.
How Phoenix Health Measures Customer Service
There are different ways to measure customer service. We use these three measures because good customer service is about more than just answering the phone. It’s about how quickly members can get help and the experience they have when they contact us.
Service Level
How often members can speak with our team within 30 seconds.
Average Wait Time
How long members typically wait before speaking with our team.
Service Satisfaction
Feedback from members after contacting us.
Customer Service Performance Snapshot
These are our latest customer service results, providing a snapshot of how quickly members can access support and the experience they receive when they contact us.
79.9%
Calls Answered Within 30 seconds
September 2026
53 Seconds
Average Wait Time
September 2026
92%
Service Satisfaction
FY26 Member Survey
Customer Service Performance Over Time
Our team helps members every day – it’s what they do. Looking at our results over time shows how consistently we’re supporting our members when they need us.
Calls Answered Within 30 seconds
Oct-Dec
88.2%
Jan-Mar
84.5%
Apr-Jun
84.2%
Jul-Sep
84.5%
Source: Twilio Phone System Reporting
Throughout the year, more than 85% of calls were answered within 30 seconds, keeping wait times low for members.
Average Wait Time
Oct-Dec
29 sec
Jan-Mar
37 sec
Apr-Jun
38 sec
Jul-Sep
39 sec
Source: Twilio Phone System Reporting
Members typically waited less than 40 seconds to speak with our team, making it quick and easy to get in touch.
Service Satisfaction
FY24
93%
FY25
93%
FY26
92%
Source: Ipsos Member Satisfaction Survey
Service satisfaction has remained above 90% over the past 3 years, with consistently positive results across each annual survey.
What Members Tell Us
Our customer service results tell part of the story. Hearing directly from members tells the rest. Read what our members have to say on ProductReview.com.au