Promoting the value of private health insurance intermediaries to the Australian health system.
Private Health Insurance Intermediaries Association (PHIIA)
The Work
In 2019, The Private Health Insurance Intermediaries Association (PHIIA), Australia's leading authority on private health insurance comparison services, recognised the need for comprehensive, data-driven insights into the role and impact of intermediaries in the health insurance sector. As the peak body promoting the interests of intermediaries—ranging from comparison services to agents and brokers—PHIIA aims to represent its members effectively and to champion the value they bring to the Australian consumer. To achieve this, PHIIA commissioned Survey Matters to conduct an annual State of the Sector Survey. The aim of the project was to collect, analyse, and present essential market data on the number of consumers served, the consumer segments purchasing private health insurance, and the types of policies sold.
Our Approach
We designed a robust online survey to capture a wide range of data points from PHIIA members, ensuring confidentiality and data integrity throughout the process. Utilising an intuitive interface, we maximised participation, making it easy for members to input data efficiently. To ensure the survey's accuracy and depth, it was strategically structured to capture a wide range of data points. Once the data was collected, Survey Matters’ analysts translated raw figures into overall market data and provided contextual commentary, with comparisons to overall Australian Prudential Regulation Authority (APRA) private health insurance data, as well as highlighting the impact of prevailing economic conditions.
Outcome
The results of the State of the Sector Survey were instrumental in providing a comprehensive view of the role and significance of intermediaries in the Australian private health insurance sector. The data showcased that intermediaries service a diverse consumer base, representing an essential touchpoint for various consumer segments—particularly for those finding the health insurance landscape complex and difficult to navigate. The data also confirmed that intermediaries play a crucial role in driving the adoption of suitable policies and introducing new consumers to the private health insurance market, directly benefiting both the consumers and the insurance providers.
Survey Matters conducts the PHIIA State of the Sector Survey on an annual basis, and the results are circulated widely by PHIIA through relevant media, private health insurance and government channels. Equipped with this data, PHIIA has been able to articulate the invaluable contributions intermediaries make to the health insurance industry, strengthening their position in policy discussions and public debate.
“We have enjoyed a long and fruitful relationship with Survey Matters as they wrangle our members to hand over key data and then craft the numbers to tell revealing stories of what’s happening in the sector.
They have shown imagination, patience and diligence in preparing for and collecting the data and then working with us to shape the overall narrative which is keenly sought by the industry. Together we have evolved a scalable process which not only applies to the annual State of the Sector survey but was also applied to another stream of work about young people and private health insurance. I would have no hesitation in recommending the whole Survey Matters team and their ability to deliver professional results, beautifully packaged and all at great value.
— Chris Zinn, CEO, Private Health Insurance Intermediaries Association