Behind the phones: getting to know Ben

‘It’s the satisfaction you feel when you hang up the phone and know that you’ve left someone better off than when they called you’

He’s been assisting members with their claims and membership enquiries for 23 years, so there’s no wonder Claims Assessor Ben Trethewey has a thing or two to share about the importance of good customer service. We sat down with Ben to learn a little bit more about him, and just what makes working at Doctors’ Health Fund so fulfilling.

Wow, 23 years at Doctors’ Health Fund! That’s a wonderful achievement - congratulations. Does it feel like time has gone quickly?

Thank you. I’ve been in the health insurance industry for about 27 years and Doctors’ Health Fund for 23 of those years. It’s been wonderful to be part of one health fund for so long.

You know what, it’s so easy to get focused on a task in front of you, such as processing a claim, helping a member or taking a phone call, so you don’t really focus on anything other than what you’re doing at that moment. Suddenly, two decades have passed and you wonder where the time has gone!

You must’ve seen a lot of change at Doctors’ Health Fund over all these years. What’s that been like?

Back when I joined, we were still known as ‘The AMA Health Fund’ and were much smaller than we are today – both in memberships and our team. Many of us wore multiple hats a day to get everything done. It’s been great to see and be a part of the growth journey of Doctors’ Health Fund to now have over 50 staff, 36,000 policies and insure over 70,000 people.

From the introduction of medical gap benefits up to the AMA list of medical services and fees, to our name change to Doctors’ Health Fund, and acquisition by Avant Mutual 11 years ago, it’s been great to see how we’ve been there for the medical industry through it all.

With all the changes I've seen over the years, the one thing that I have noticed is that we’ve always managed to keep up with this change and not lose sight of the importance of quality customer service. We’re not just a voice at the end of a phone, we do really care for our members.

What in your opinion makes Doctors’ Health Fund different?

I’d have to say being able to offer a level of cover that pays benefits up to the AMA list of services fees really differentiates us from the crowd. From my conversations with doctors – members or not - they really appreciate that we offer benefits which protect them as patients and practitioners. It gives them a level of comfort knowing they and/or their patients – especially when it is one of their colleagues – are left with little to no out-of-pocket costs. As a member or patient, it also allows them to give back to their profession in a way. It’s great that we can play a role in this at Doctors’ Health Fund. The crazy thing is doctors are still finding out about our coverage of AMA rates even today! We really rely on our members to spread the word about this great benefit.

I’m also really proud of how we approach every call or interaction with the same level of commitment and respect, regardless of who is contacting us. We treat the providers as we would treat a member, as they're dealing directly with our members and could be a member themselves. It’s even better when the staff member of a doctor realises they can join as a member too! We truly are here to support the medical community.

What do you enjoy most about working at Doctors’ Health Fund?

It’s being able to help people and the satisfaction you feel when you hang up the phone and know that you’ve left someone better off than when they called you.

We often hear from members when they need to go to hospital for their sick child or their own unexpected procedure, so being able to say ‘listen, don't worry we'll take care of that for you’ gives them a sense of ease and takes a bit of the pressure off in difficult times – it's just a great feeling.

I think that level of patience and care is something that’s missing in customer service today. We can spend time with our members and providers to get things done and to get them done properly. That's something that makes us stick out from the crowd and makes working at Doctors’ Health Fund so fulfilling.

Aside from work, what do you enjoy doing in your spare time?

I love to spend time outdoors in the garden, time with family and friends, and restoring rusty old tools like myself.

What's one piece of advice you’d like to give members?

Don't ever hesitate to contact us. We’re here to provide you with the information you need and make difficult times easier. Don’t be afraid to ask questions of your providers, such as your hospital, and if you're not certain, once again call us, as we’re here as a service for you.

We know you don’t have time to sit on hold waiting to speak to someone who may not give you what you need. If you call us, you’ll get an answer, or if we can’t give you one straight away, we’ll investigate the problem and genuinely keep working until we find a solution for you – because we know this is what our members deserve. I’ve been around long enough to know this! We’re not the sort of business that will keep you hanging, and we’ll listen for as long as you need.