Insurance Codes and Auditing
Years of successful involvement in the complex and highly government regulated private health and general insurance industry have afforded us the ability to bring solid input and advice and assistance to industry associations, administrators and intermediaries. This advice and guidance is based on a passion for the concept of voluntary selection of cover and provision of cover coupled with a desire to provide the best possible outcomes for consumers.
Our background in product, marketing & sales, operations, training and compliance provides us with a unique grounding in the health and general insurance industry.
- There is always a way to provide a win-win situation
- Nothing is new
- All people, groups and organisations have significant untapped potential (GOLD)
- Putting consumers first always brings business success through increased customer advocates and lower administrative costs
- Empowering staff with accurate knowledge and keeping it up to date is a key to success
- Improvement will always follow well thought out and supported planning
- Developing organisations by inputting expertise and ideas
- Protecting industry from further regulation
- Adding extra value to everything that is undertaken
- Doing what is to the benefit of consumers and therefore the business
- Planning for success, never for failure
- Looking to the future by ensuring today is working well and successes are acknowledged and remembered
- Lateral thinking
- Health & General Insurance business and product knowledge
- Understanding the base drivers of consumer needs
- Creating opportunities
- Delivering major programmes
- Communicating value to stakeholders
- Understanding of visions
- Communication of Change
- Influencing detractors so they become advocates
- Project and change management
- Strategic planning
- Team building
- Community facilitation
- Marketing and Research expertise
- Staff communication
A summary of ongoing achievements creating and delivering business visions
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Case Studies
Private Health Insurance Code of Conduct
Appointed consultant to the Australian Health Insurance Association (AHIA) to introduce the Private Health Insurance Code of Conduct to all health funds in Australia. more »
Developed a new and different way of compliance for funds by way of self-audit to reduce the paperwork and administration needed – on time and on budget! The PHI Code of Conduct has been attributed by the Private Health Insurance Ombudsman as contributing to the reduction in complaints about health funds in Australia (State of Health Funds Report 2009). This reduction in complaints means a better outcome for business and consumers.
WCC has designed a review of compliance to test ongoing accreditation of funds. We are successfully consulting with industry, regulators and industry bodies in recommending and introducing changes to the Code. more »
In 2009 WCC was commissioned by AHIA to review the PHI Code of Conduct and recommend changes. These changes have been adopted by the industry and compliance is being audited on an ongoing basis by WCC. Innovative auditing from a consumers perspective is leading to continued improvements and even lower complaints to the Private Health Insurance Ombudsman against health funds.
Private Health Insurance Intermediaries Code of Conduct
Recognising the key role WCC played in the successful introduction of the Private Health Insurance Code of Conduct, the company was approached by the Private Health Insurance Intermediaries Association (PHIIA) to assist and manage development of a complementary code for brokers and agents. more »
In 2010 the PHIIA adopted the Private Health Insurance Intermediaries Code of Conduct and are now working towards a target of full compliance for all members. This important Code brings a segment of the industry under a voluntary code of conduct, which will benefit consumers and health funds alike.
Lifetime Health Cover – Operation ‘Lifesmart’
As MBF business project manager, Wayne Cooper led and delivered the Lifetime Health Cover project ‘Lifesmart’ to an extraordinarily successful conclusion. This major project delivered in 6 months the number of new enrollments normally handled in 3 years with sales exceeding budget by a factor of three. more »
- Operational management in revenue and membership;
- Introducing general insurance policy sales and a banking agency to the front line;
- Product development of travel insurance and two new health products and various health product changes;
- Consumer research management;
- Direct marketing; and
- Many change programs.
Wayne was seconded to develop MBF Insurance agencies and introduced the first general insurance products to MBF including MBF Travel Insurance. MBF Travel Insurance was a groundbreaking product, one of the first to introduce worldwide medical and evacuation assistance to Australians travelling overseas. more »
When the health insurance industry began to diversify into other products following the introduction of Medicare, MBF introduced car, boat, caravan and farm insurance to their members. Policies, underwritten by Mercantile Mutual Insurance, were sold at MBF branches. Later, MBF developed MBF Travel Insurance and then introduced Citibank banking products, again offered to members at branch offices. Wayne was seconded from the health fund to create and implement these successful agency arrangements and remains today in close contact with the general insurance industry.
