Streamlined checkout reduces drop-off
Upgraded forms and fewer redirects cut errors by 18%.
Monthly customer experience benchmarks tracking performance, drivers and trends across the Australian private health insurance sector.
Customer experience in Private Health Insurance is influenced by complexity, trust, and the emotional weight of health-related decisions. Interactions are often infrequent but high-stakes, with expectations shaped by clarity of coverage, claims outcomes and service support when it matters most. CXBI tracks how effectively private health insurers are meeting these expectations over time, based on real-world customer feedback.
The latest snapshot for Private Health Insurance is not yet available.
Deeper analysis shows onboarding friction disproportionately impacts new-to-category customers.
Upgraded forms and fewer redirects cut errors by 18%.
New SLAs decreased late deliveries by 11%.
First-contact resolution improved by 7% with better routing.
The CXBI Private Health Insurance Reports archive tracks monthly customer experience performance across the Australian private health insurance sector. Each report benchmarks how effectively insurers are meeting member expectations over time, based on continuously collected, real-world customer feedback.
Browse the latest published reports below, filter by month, or explore the full Private Health Insurance CXBI archive to view historical trends and benchmarks.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Private Health Insurance in November 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Private Health Insurance in October 2025.
Headline movements reflect steady gains in checkout UX and fewer delivery incidents. Value remains stable with mild price pressure.
Retail CX lifts +0.22 YoY — Digital ease and delivery lead the way – CXBI benchmark for Private Health Insurance in September 2025.
Retail customer experience edged higher this month. The CX Benchmark Index (CXBI) reached 7.82 (▲ +0.04 MoM, ▲ +0.22 YoY). Gains were led by digital ease (faster checkouts, fewer p…
