FINANCIAL YEAR 2018-19

A YEAR OF

COMMON CARE

2019 HIGHLIGHTS

Recognised as Australia’s most

trusted health fund 2 years running

Saved members who redeemed HCF Thank You rewards over $2.3m

Lowest premium increase in 17 years

Ranked #1 in Member Satisfaction, of major

private health insurers, 2 years in a row

Grew more than all other health

funds combined

“Looking back at the last year, we’re as committed as ever to our vision of making health care understandable, affordable, high quality and member-centric. I continue to believe this vision addresses the biggest problems our members are facing in health care today and will remain our key focus as we look ahead to 2025.”Sheena Jack CEO and Managing Director, HCF

It’s been a busy year, both for us at HCF and the industry overall, with a federal election, significant regulatory reforms underway and a rapidly evolving health industry. As Australia’s largest not-for-profit health fund, it’s more critical than ever that while the world around us changes, our number one priority doesn’t – putting our members, and their health, first. We remain constant in our promise to provide great value cover, peace of mind and support when our members need us on their health journey.

WHAT MAKES US DIFFERENTThis year we repositioned our brand to reflect who we are as a business with the launch of our brand promise ‘Uncommon Care’. We demonstrate Uncommon Care every day in the ways we go above and beyond for our members. I’m proud that every page of this Year in Review showcases stories and achievements that demonstrate how the level of Uncommon Care we deliver is a fundamental part of who we are and what we do.

Our results from the last financial year also reflect how we’re different to other health funds. In an industry under pressure, HCF has expanded its membership by over eight times the industry rate, growing more than all other funds combined. We’ve also been ranked number one in Member Satisfaction, compared to the other major private health funds, and most trusted private health insurer, for two years in a row. Our competitors will not stand still though, so we’ll have to work even harder next year to maintain our leading position.

A MEMBER-CENTRIC APPROACH TO CHANGEAs a business, we support government and industry measures that aim to remove complexity and empower our members with increased transparency. In light of the Australian Government’s private health insurance reforms, we’ve worked hard to deliver a suite of products that are designed around our members’ needs. We created a competitively-priced package for the younger market with features and services that suit their life stage. We also introduced a

travel and accommodation benefit to help give rural and regional members access to the healthcare services they need, when they need them. We took a considered approach to categorising our hospital cover into Gold, Silver, Bronze and Basic. In some cases, our products don’t just meet minimum government requirements, but go above into the ‘plus’ categories. We’ve done this because we believe it’s the level of care our members expect and deserve.

LEADING THE INDUSTRYThis year marked another milestone in our advocacy for affordability because we continue to put people before profit. In our push for transparency around patient out-of-pocket costs, we led the charge with our Dr Gap tool, which publishes the range of fees a doctor is likely to charge for a particular procedure. This was an industry-leading initiative. Members can use the tool to find a doctor who can help them avoid or minimise their out-of-pocket costs if they’re going to hospital.

We also launched a new free second opinion service, empowering eligible members to make the best decisions for their health by giving them access to advice from a network of independent, Australia-based specialists.

Recognising and rewarding the loyalty of our members has never been more important to us. Our HCF Thank You program provides access to preferential servicing for our Diamond members and discounts on health and wellbeing products and services. Last year we helped members save over $2.3 million in exclusive rewards and special offers.

We do everything we can to keep the cost of health cover as low as possible for our members. We’re proud that our 2019 average premium increase was our lowest in 17 years and below the industry average. Premium increases reflect the growing cost of health care given the rise in chronic disease, the ageing population and greater use of new and higher cost medical interventions and technology. Premium increases are also necessary to cover the growing demand for services.

CHANGES IN LEADERSHIPAfter seven years as HCF Chairman, on 30 June we farewelled Robert Goaley. Rob has been a key asset to HCF and an instrumental part of our business throughout his tenure, with his many achievements a testament to his leadership, vision and commitment to members. Our sincere thank you to Rob for his service to HCF.

We are pleased to welcome Mark Johnson as the new HCF Chairman. Mark was elected to the HCF Board in 2013 as Non-Executive Director and has served as Chair of the Audit Risk and Compliance Committee since 2014.

Mark JohnsonChairman

Robert GoaleyEx-Chairman

A YEAR OF PROGRESS

Sheena JackCEO and Managing Director

This Year in Review offers us an opportunity to celebrate and recognise the success of the last year while maintaining our focus on delivering the best for our members – now and in the future.

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CARE THAT’S UNCOMMONUncommon Care just makes common sense to us.

It’s at the heart of who we are and what we do. Being not for profit means we behave differently to the other health funds. We put people before profit and are committed to delivering care and support for our members throughout their life’s journey. We’ll be there when they need us most.

EXCEPTIONAL SUPPORT WHEN MEMBERS NEED IT MOSTWhen our members had serious health issues and needed more support in hospital, we had them covered.

THE HCF DIFFERENCEWe don’t always do what’s expected of a health fund and are proud to be a little unlike the others.

# 1 MOST TRUSTED PRIVATE HEALTH FUNDIn 2018 and 2019, market research company Roy Morgan asked 10,000 Australians to nominate the brands they trust and distrust. We were proud to be recognised as Australia’s most trusted private health insurer both years.

GIVING MORE BACKFor every dollar our members pay in premiums, we’ve paid out more benefits than the industry average over the past 5 years.

Member growth

Medical services in hospital (with no or known-gap)

INDUSTRY AVERAGE

HCF 99%

95%

INDUSTRY AVERAGE

HCF 5%

0.6%

HCF 89%

INDUSTRY AVERAGE 86%

$1mPAID FOR A 73 YEAR OLD’S EAR, NOSE AND THROAT SURGERY AND RECOVERY

$213,000PAID FOR A NEWBORN’S STAY IN NEONATAL INTENSIVE CARE UNIT

$91,000PAID FOR A 13 YEAR OLD’S ORTHOPAEDIC SURGERY AND RECOVERY

$91,000PAID FOR A 27 YEAR OLD’S SPINAL SURGERY AND RECOVERY

SHOWING UNCOMMON CAREHCF member Marta won a gift card, but didn’t have a computer or way of activating the card. So Stavroula, from Member Marketing and Communications, visited Marta at her home to drop off the gift card and help her activate it. She also stayed for a chat and cup of tea. That’s the Uncommon Care Stavroula is known for.

“Because HCF is not for profit, we’re always putting members first. We really want to provide benefits and services that deliver what they want. It’s the little touches that make a difference in members’ experiences with HCF. They know they can trust us and we’ll always be there for them.”Stavroula Member Marketing and Communications, HCF

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GIVING MORE TO MEMBERSPeople before profit. That’s Uncommon Care.

Last year, more Australians chose us than any other health fund because being not for profit allows us to deliver a level of care that’s uncommon. From the interactions with our staff to what we pay back in benefits and our industry-leading initiatives, we’re not your typical health fund.

ANTICIPATING MEMBER NEEDSWith a focus on the future, we’re always looking ahead to be there for our members.

1.6mAUSTRALIANS COVERED

4%

740,000POLICIES

5%

65,000 LIVES COVERED

264,000LIFE INSURANCE POLICIES

175,000MEMBERS HAVE HCF HEALTH AND LIFE INSURANCE

599,000HOSPITAL ADMISSIONS COVERED

4.8mMEDICAL SERVICES COVERED

$15.6mPAID TO MEMBERS IN LIFE INSURANCE CLAIMS

2015 8,743,592

2019 9,255,133

THE CHANGING LANDSCAPEA lot has changed in the last five years. Today more members count on us to cover their health services.

512,000MORE EXTRAS SERVICES SINCE 2015

55,500MORE HOSPITAL SERVICES SINCE 2015

2015 543,550

2019 599,173

$1.8bPAID FOR MEMBERS’ HOSPITAL SERVICES

$560mPAID FOR MEMBERS’ EXTRAS SERVICES

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PEACE OF MINDIn the last financial year we gave members peace of mind, through small health episodes, life-changing events, and everything in between.

DELIVERING VALUEWe want our members to get value from their cover. That’s why we’re always looking for ways to help them access the affordable health services they need.

81% OF EXTRAS ONLY MEMBERSHIPS HAD ONE OR MORE CLAIMS

TAKING ON OUT-OF-POCKETS WITH THE DR GAP TOOLWe’re passionate advocates for reducing patient out-of-pocket costs. That’s why, in an industry-leading initiative, we launched the Dr Gap tool. The tool can be used to find a specialist who has agreed to charge HCF members either no or known-gap when they go to hospital. By growing awareness of potential out-of-pocket costs, we can help members make informed decisions about their health care.

254,000 MEMBERS USED A NO OR KNOWN-GAP PROVIDER FOR HOSPITAL TREATMENT

210PROCEDURES HAVE COST INFORMATION THROUGH DR GAP TOOL

40,000TIMES DR GAP TOOL HAS BEEN USED SINCE FEB 2019

35,000MEDICAL SPECIALISTS  IN OUR NETWORK

$2.4bPAID FOR MEMBERS’ HOSPITAL AND EXTRAS SERVICES

MORE FOR HEARINGOur partnership with Blamey Saunders hears helped 175 members access fairly-priced, premium-quality hearing aids.

MORE FOR BACKS29,000 members paid nothing for a first visit with a chiro or osteo in our network.

MORE FOR FEET5,300 members paid nothing for a first visit with a podiatrist in our network.

MORE FOR EYESOver 172,000 members had at least one service through our More for Eyes network.

MORE FOR TEETHMembers paid nothing for over 1.8 million dental treatments, like check-ups and scale and cleans, through our More for Teeth network.

STAYING HEALTHY WITH 100% BACK ON SOME EXTRAS Our More for You program supports members to be proactive about their health. It gives them access to a range of fully-covered extras services with More for You providers who’ve chosen to be part of our network.

$170mSAVED BY MEMBERS BY GOING TO A MORE FOR YOU PROVIDER

19,000PROVIDER LOCATIONS FORM PART OF OUR MORE FOR YOU NETWORK

WE SAY THANK YOUWe’re proud to have so many members who’ve chosen us as their health partner. To show our appreciation, our loyalty program, HCF Thank You, gives members access to services, programs and discounts from great partner brands. The longer members are with us, the more ways we get to say thank you.

$2.3mSAVED BY MEMBERS

365%

61,600REWARDS REDEEMED

517%

$1,000A YEAR CAN BE SAVED PER MEMBER*

6,500 COLES AND WOOLWORTHS REWARDS REDEEMED

4,800RETAIL SHOPPING REWARDS REDEEMED

MORE FOR MUSCLES28,000 members paid nothing for a first visit with a physio in our network.

*ABS data from 2015/16 based on average household spend who buys discounted e-gift cards.9

247,500DIAMOND MEMBERS 25+ YEARS WITH HCF

510,000RUBY MEMBERS 10-24 YEARS WITH HCF

284,500EMERALD MEMBERS 5-9 YEARS WITH HCF

460,500OPAL MEMBERS 0-4 YEARS WITH HCF

UNCOMMON CARE IS PUTTING PEOPLE BEFORE PROFIT

Dental & Eyecare

SHOP

SHOWING UNCOMMON CARE EVERY DAYWe’re taking care of our members every minute of the day. It just makes common sense to us. Here’s a snapshot of some of the ways we supported our members, and their health and wellbeing, every day over the last year*.

13,200MEDICAL SERVICES COVERED A DAY

50JOURNEYS COVERED WITH TRAVEL INSURANCE A DAY

19NEW OVERSEAS VISITORS HEALTH COVER MEMBERS JOINED A DAY

1,640HOSPITAL ADMISSIONS A DAY

570MEMBERS VISITED OUR HCF DENTAL AND EYECARE CENTRES A DAY

23,600EXTRAS SERVICES COVERED A DAY

2,740DENTAL INSTRUMENT PACKS STERILISED A DAY

170HCF THANK YOU REDEMPTIONS A DAY

$6,400MEMBER SAVINGS A DAY IN DISCOUNTS

UNCOMMON CARE IS PUTTING PEOPLE BEFORE PROFIT

Dental & Eyecare

SHOP

$1.5mPAID TO MEMBERS IN EXTRAS CLAIMS A DAY

$43,000PAID TO MEMBERS IN LIFE CLAIMS A DAY

$6.7mPAID TO MEMBERS IN CLAIMS A DAY

$5.1mPAID TO MEMBERS IN HOSPITAL CLAIMS A DAY

3,000CALLS ANSWERED A DAY

200EMAILS ANSWERED ON AVERAGE A DAY

38AMBULANCE TRIPS COVERED A DAY

* We calculated these numbers from an annual total averaged across 365 days a year. 11

PREPARING FOR HOSPITALOur online Preparing for Hospital tool was updated to cover 47 common procedures. These guides provide comprehensive information to help people understand what to expect before they go to hospital, what will happen during the procedure and what their recovery might be like. Real member stories and procedure animations are also available to watch.

QUALITY CAREWe’re always looking for ways to provide access to high-quality health services. Because we believe Australians deserve the best care in their time of need.

RESEARCH TO IMPROVE OUTCOMESSince its inception in 2000, the HCF Research Foundation has invested $19.7 million into health services research. Last year it gave seven recipients over $1 million in research grants. The projects will address key healthcare issues like aged care, pain management and improving the hospital discharge process to better empower patients.

Low-value careTen per cent of health care is estimated to have no effect, cause harm or have costs that outweigh the benefit. Since the HCF Research Foundation’s Measuring low-value services in HCF data: 2016-2017 report was released in 2018, health departments in New South Wales, Victoria and Queensland have implemented the findings into their hospital systems to reduce patient risk and improve efficiencies.

11,100 members have taken part to make better health choices since we launched the Healthy Weight for Life program.

1,100 members with diabetes, heart disease and osteoarthritis took charge of their health and lost weight last year through the free Healthy Weight for Life program.

CHRONIC DISEASE MANAGEMENT

TRAVEL AND ACCOMMODATION BENEFITSThis year we introduced the travel and accommodation benefit to most of our hospital products. This change was optional for health funds as part of the industry reforms, but we care about giving rural and regional members access to the healthcare services they need, when they need them.

WE PAID FOR OUR MEMBERS TO TRAVEL

243,000km

HIGH QUALITY DENTAL CARE WITH HCFWe’re committed to quality and cutting-edge care, which shows in our ISO 9001:2015 accreditation certification – one of the most recognisable certifications in the world. Our dental team took part in over 720 days of professional development to make sure they’re able to give members the quality care they deserve.

1189o

SECOND OPINION SERVICEWe want our members to feel confident when making decisions about their care. So this year we introduced a new service that connects eligible members to an independent, Australia-based medical specialist for a free, confidential second opinion.

“I was in a lot of pain with my hip. My wife saw the HCF TV ad so I rang to find out more about the Second Opinion service. We followed the specialist’s advice and although my recovery has been slow, my pain level has reduced significantly. Thoroughly recommend the service to anybody looking to get a second opinion. It was brilliant.”Robert HCF Member

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“We have a lot of families and new mums coming in with their children. So I just jump in and give them a hand. I like to blow up a glove and play with the kids.

They enjoy themselves and mum’s not as stressed as she thought she would be. It really helps to make people feel more comfortable coming to the dentist.”YinHCF Dental Assistant

THE WHOLE FAMILY APPROACHWhen you’re a parent, it can be a challenge to put your needs first – even when you’re in desperate need of a trip to the dentist. HCF Dental Assistant, Yin, understands this, so when a parent comes in to her clinic she makes the appointment as smooth and relaxing as possible. Families often tell Yin their dental appointments aren’t as bad as they expected. In fact, members have even said they’re pleasant, an uncommon experience at dentists.

GREATER ACCESS TO HEALTH SERVICESWe’ve opened new HCF co-locations and are investing in at-home services because we believe our members should be able to access the health services they need, where and when it suits them.

HERE FOR MEMBERSLast year, we opened new co-locations so members can get their teeth and eyes checked and have a chat to someone about their cover in the one spot.

50BRANCHES ACROSS THE COUNTRY

7COMBINED DENTAL AND EYECARE CENTRES

2AUSTRALIA-BASED CALL CENTRES

4COMBINED DENTAL CENTRES AND BRANCHES

3 NEW DENTAL CENTRES: 2 IN SYDNEY 1 IN BRISBANE

24/7 HELPLINE FOR MEMBERS WITH OVERSEAS VISITOR HEALTH COVER

SUPPORTING TELEHEALTHLast year we partnered with Psych2U – the largest provider of tele-psychiatry services in Australia – enabling people to access the help they need, when and where it suits them. Along with the ease of care our GP2U partnership offers, Psych2U supports the mental health of rural, regional and remote communities who may not otherwise have access to psychology or psychiatry services. And for other groups, like local health professionals, it offers a confidential outlet for them to seek support and treatment.

500MEMBERS VISIT AN HCF DENTAL CENTRE EACH DAY

537,000FULLY-COVERED SERVICES AT HCF DENTAL CENTRES THIS YEAR

14,000PEOPLE VISITED A DENTAL CENTRE FOR THE FIRST TIME THIS YEAR

HCF DENTAL CENTRES

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CARE AT HOMEWe’re investing in innovative programs to make treatment and recovery easier for our members. These partnerships help members access care in the comfort of their own home, without going back to hospital.

Members can access services like:

8,000 nightsMEMBERS SPENT AT HOME INSTEAD OF HOSPITAL

chemotherapy rehabilitation programs

nursing services (for IV antibiotics and wound care)

UNCOMMON COVER MADE FOR MEMBERSOur members are at the heart of everything we do. We understand what they expect from us and across our health and life insurance businesses we’ve developed our range of innovative products and services around that insight.

OUR LIFE INSURANCE IS RECOVER COVERIn the last year we have developed a new customer value proposition to help articulate the value of our life insurance product range. Our suite of products includes Smart Term and Income Assist Insurance, as well as a unique range of flexible life insurance products designed to help with the unexpected and uncovered costs members might have when they’re recovering from an accident or illness. These affordable, flexible covers are quick to apply for and easy to claim on. They show our members we’ve got their backs when they need to recover – in the way which works for them. It’s just another way we’re showing our members Uncommon Care.

38 yearsSUPPORTING HCF MEMBERS

92% LIFE INSURANCE CLAIMS PAID

92%LIFE INSURANCE CLAIMS PAID WITHIN 2 WEEKS

48% OF DIRECT LIFE INSURANCE INDUSTRY CLAIMS ARE PAID BY HCF LIFE*

* Excludes CCI and Funeral products. Source: APRA Life Insurance Claims Statistics, December 2018.

DESIGNED WITH MEMBERS IN MINDOur new My Future Basic Plus packages were created to meet the needs, lifestyles and budgets of young, healthy people. They offer relevant hospital cover and a flexible extras limit – giving members the power to choose how they use it.

My Future packages also offer Accident Safeguard so members get the benefits of top hospital cover for 90 days if they’re in an accident, and complimentary travel insurance for everyone on the policy. These packages are ‘plus’ products because they cover more than we’re legally required to.

AWARD WINNINGAustralia’s biggest financial comparison site, Canstar, recognised us again in 2018 with the National Award for Outstanding Value in Health Insurance.

Plus our hospital, extras and combined packages were recognised for providing members with exceptional value for money right across the country.

Canstar also recognised our Working Visa Health Cover for having outstanding value.

We’re also proud that HCF Life won the Strategic Insights Direct Life Insurer award for our Cash Back Cover and were finalists for the Customer Service Award last October 2018.

OUTSTANDING VALUE

REVOC HTLAEH ASIV GNI

KRO

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2019201920182018

“It helps me and my family so much as I am the only breadwinner in the family and not recovered to make enough money for living. I truly felt the benefit of being an HCF member and will continue to be with you guys.”Ayumi HCF Life Member

CONTACT CENTRES

159,000HOURS SPENT ON THE PHONE WITH MEMBERS

1.1mCALLS ANSWERED

14%

73,000CONTACT US EMAILS ANSWERED

10%

WE’RE HERE TO HELP

IMPROVING THE CLAIMING PROCESSWe’re always looking for ways to make life that bit simpler for members. That’s why we made enhancements to our mobile app and online member services.

418,000MOBILE APP CLAIMS

20%

TRAVEL INSURANCEWe launched a new partnership with Allianz Australia Insurance this year to deliver premium travel insurance.

18,000JOURNEYS COVERED

13%

HEALTH COVER FOR OVERSEAS VISITORSGiving non-Australians visiting and working here access to affordable health services when they need them.

7,000POLICIES

TOP 5 PLACES MEMBERS ARE FROM:

INDIA PHILIPPINES CHINA NEPAL SRI LANKA

WE’VE GOT MEMBERS COVERED

CORPORATE PARTNERSWe’re helping to create healthier workforces.

100,000CORPORATE MEMBERS

250CORPORATE PARTNERS

PET INSURANCEWe helped look after your furry family too.

13,000PETS COVERED

6%

CUSTOMER SERVICE We’re proud to have been re-certified to the International Customer Service Standard in 2018. Our outstanding customer service has been recognised by the Customer Service Institute of Australia seven years in a row. This year, we’re finalists in two categories – Customer Service Organisation of the Year and Service Excellence in a Contact Centre.

Our ‘Operation Wow’ surveys ask members to rate our service after an interaction – this helps us make sure we’re providing the best possible service.

87%MEMBERS SAID THEY WERE VERY SATISFIED

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“There’s nothing to be afraid of when I’m in my home and Billy is here … There’s no doubt about it, it’s HCF and Billy that are giving me the independence to stay at home, completely relaxed, because they look after me.” LucilleHCF Member

HEALTHCARE INNOVATION FOR EVERY DAY When we invest in the future of healthcare technology we look for ideas that will really benefit our members. Here’s an example of how our Catalyst partners are improving members’ lives.

BillyBilly provides families with the comfort of knowing their elderly loved ones are safe. Using a series of sensors placed around the home, activity – like the opening and closing of doors – is monitored and sent to family members via a phone app.

Last year we continued to run a successful in-home monitoring trial service for 190 eligible members.

INVESTING IN THE FUTURE OF HEALTHMore than just a health fund, we’re partnering with health tech entrepreneurs and fostering a company culture of innovation, to build a better future for all Australians.

$8.2mINVESTED

BY HCF AND INVESTORS

300PITCHES

1,000APPLICATIONS

2,000DEMO DAY

ATTENDEES

A FEW 2019 CATALYST PARTICIPANTS:

INVESTING IN TECHNOLOGY FOR BETTER MEMBER SERVICEOur business transformation project, Phoenix, is the largest program of work the business has ever seen. We are replacing 20 major systems and applications which will fundamentally change the way we do business and ensure our staff have the right tools to provide an ideal member experience. Another reason we’ve taken on this work is to make sure we can robustly protect the security and confidentiality of our members’ data, which is of paramount importance to us.

To prepare for Project Phoenix, we substantially improved our ‘engine room’ of IT capabilities and even deployed three ‘robots’ to help automate internal processing and deliver 24/7 service to the business. During the year, we launched a new system to allow Call Centre and Branch staff to better look after prospective members. We have more exciting work in the pipeline for next year.

CATALYSTOur commitment to innovation motivated us to start HCF Catalyst in 2016. We help health tech start-ups grow their businesses and turn their ideas into real solutions that benefit all Australians.

In 2019 we had nine Catalyst graduates who are now making their mark on the healthcare industry. Some of the participants’ business ideas included improving the recruitment process for clinical trials; making it easier for patients to access IVF treatment; and educating Australians about financial wellness.

OVER 4 YEARS…

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Respia – developed a wearable chest patch for kids with asthma which monitors and records their respiratory health. This helps parents pick up the early signs of an asthma attack before it’s visibly noticeable and while it can still be treated at home.

PA2Health – delivers values-based psychology and healthy food, exercise and mindfulness challenges to regional Australians via an interactive ‘personal assistant’ style chatbot.

chemo@home – administers chemotherapy and other medical infusions to patients in the comfort and convenience of their own homes.

38START-UPS

AND SCALE-UPS PARTICIPATED

INNOVATION AND ARTIFICIAL

INTELLIGENCE

INTEGRATED OPERATIONS

AND SYSTEMS

CONTINUOUSLY IMPROVED

TECHNOLOGY PLATFORM SERVICES

EMPOWERED DECISION MAKING

MEMBER -CENTRIC BUSINESS RESPONSE

INSPIRING HEALTHY LIVINGWe’ve got our members’ backs in good times and bad. As a partner in health, we’re committed to building healthier future generations through community health and wellness initiatives.

KEEPING HEALTH IN CHECKWe’re making it easier than ever for people to know the state of their health and take action if they need to.

#26IN THE TOP SHOWS CATEGORY

#2IN THE KIDS AND FAMILY CATEGORY

6,000DOWNLOADS

9,100 VICTOR CHANG HEART HEALTH CHECKS

18%

6,600 HEALTH CHECKS FOR CORPORATE PARTNERS

5,800EVOLT BODY SCANS

Navigating Parenthood podcastIn 2018 we were one of the first Australian health funds to record a podcast series. In it, parents share their experiences of raising kids, offering some hard-earned advice and insight. We were delighted that the Navigating Parenthood podcast was a finalist in the Content Marketing Award’s Best Podcast/Audio Series category.Apple also featured our podcast, which helped it climb the charts to:

Health AgendaHealth Agenda magazine and enewsletter are packed full of stories to inspire and empower readers to make healthier life choices. This year, Health Agenda magazine was a finalist in the Content Marketing Award’s Best Healthcare/Medical Publication category.

436,000READERS GET THE ENEWSLETTER EACH MONTH ON AVERAGE

280,000MAGAZINES POSTED

Molemap skin checksIn our Chermside and Hornsby branches and HCF head office we gave the local community and staff the opportunity to get a free, 10 minute skin check with Molemap. During the appointment any concerning spots are looked at through a special camera and sent off to a dermatologist.

INFORMATION AT YOUR FINGERTIPSOur members can count on us to provide insightful and relevant health information, no matter their life stage or health status.

“Netball Australia is right behind HCF’s vision for a healthy Australia and we’re excited to be working with HCF as they lend their support to further develop our thriving netball community. United by Uncommon Care, Netball and HCF share a commitment to going that extra mile.”Marne FechnerCEO, Netball Australia

UNITED BY UNCOMMON CAREThrough our partnership with Netball Australia, we empower Aussies of all ages to lead more active, healthier lives. Together, we’ve been putting the health of our communities first for over 175 years, which we think is pretty uncommon.

This partnership supports our nation of netball champions – from grassroots to elite levels, and the passionate teams behind the team. We’re now a major partner of NetSetGO, Netball Australia’s national grassroots program for children aged 5-10, and a community partner for all state-based netball associations and clubs. Building on our existing principal partner relationship with GIANTS Netball, we’re now also a major partner of the Suncorp Super Netball league and Suncorp Super Netball teams West Coast Fever, Adelaide Thunderbirds, Queensland Firebirds and Sunshine Coast Lightning.

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©Fr

ance

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rijic

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WayneSport-loving dad and grassroots netball coach

EXTRA HELP WHEN YOU NEED IT  MOST HCF members, Jackie and Mick, are eternally grateful they joined HCF, and that Kate, Customer Service Officer, picked up the phone. During a health emergency for Mick, Jackie phoned Kate to ask for help when she didn’t know where else to turn. Giving much more than insurance advice, Kate was a personal and caring support during this tough time.

“It’s the unconscious, above and beyond approach to our members’ needs that makes working at HCF different. I believe in what we do here at HCF and the uncommon way in which we do it. I genuinely care about our members, and treasure being a part of their health journey from start to finish, whether that be to support, rejoice or cry with them along the way.”Kate Customer Service Officer, HCF Maitland and 2018 I’M HCF Excellence Award recipient

RECOGNISING EXCELLENCEIn 2018 we held our inaugural HCF Excellence Awards to celebrate the achievements and success of the individuals and teams who demonstrate our values.

Award categories:

• I’M HCF • Innovation award • Outstanding member service awards

• Excellence in leadership award • Team of the year • CEO award.

UNCOMMON TEAM GOING ABOVE AND BEYONDThe health and happiness of our people is so important to us. We’re committed to the wellbeing of our team who put our members at the heart of everything they do.

DEVELOPMENT AND SUPPORTPROUDLY DIVERSEAt HCF we celebrate all our employees. We’re members of the Diversity Council and Pride in Diversity and run inclusive leadership education programs. Last year we also celebrated Mardi Gras Festival, Harmony Day and Refugee Week.

46%OF EMPLOYEES WERE BORN OVERSEAS

We’re also working with CareerSeekers to support refugees into professional careers. Through this program we welcomed four employees into our HCF Team.

Mentally-healthy workplaceWe established a network of Employee Assistance Program ambassadors. They support colleagues who need help using the confidential and free counselling program available to all staff and their immediate family members.

We also partnered with the Black Dog Institute to hold mental health and wellbeing sessions for employees, and promoted R U OK? Day and Mental Health Week.

250EMPLOYEES TOOK PART IN MENTAL HEALTH TRAINING

Leadership and developmentWe provide employees with opportunities to develop their skills and broaden their experience.

25%OF OUR EMPLOYEES RECEIVED AN INTERNAL TRANSFER, SECONDMENT OR PROMOTION

55%OF MANAGERS ARE FEMALE

Gender equalityLast year we kicked off our Women in Leadership series aimed at supporting women on their career journey at HCF. Our yearly International Women’s Day event focussed on women’s health and wellbeing with over 150 male and female attendees from across the business.

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At HCF, we share a vision to make health care understandable, affordable, high quality and member-centric. As Australia’s largest not-for-profit health fund, we put people before profit, delivering Uncommon Care to our members.

In FY19 we continued to deliver value to our members, by helping them navigate through big changes to the industry, while making sure we still gave them the right tools and information to make the best possible health decisions. We’ll continue to make sure our members feel confident in their choice to be with us, by demonstrating Uncommon Care to our staff, members and the community.

For an inside look at how HCF operates please go to hcf.com.au/governance

To see our full financial report go to hcf.com.au/financialreport

To find out more about how we’re putting members’ health first, visit one of our locations, call 13 13 34 or go to hcf.com.au

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