Our commitment
to customer 
service excellence

Thanks to the hard work of our customer service teams, Hostplus won Finder's Customer Satisfaction Award for Legendary Service in 2024.

Finder’s Customer Satisfaction Awards are voted on by super members, and we're so proud that Hostplus members rated our customer service the best among all super funds involved in the survey for 2024.¹ 

We think that one of our biggest points of difference is that Hostplus offers members the opportunity to meet with our team in person. Hostplus ServicePlus Centres are now operating in three states across the country. Many members who visit want to get more personalised one-on-one help. Our ServicePlus teams can help follow up on an insurance claim, sign a binding nomination form, open a pension account or even just have a chat about your retirement.

Last financial year, more than 5,000 members in Adelaide and Melbourne enjoyed face-to-face service this way.²    

Recently, we opened a new ServicePlus Centre in Darwin, and plan to open new centres in Sydney, Brisbane, and Perth. This means members across the country will be able to access in-person help when they need it.

For those who prefer to access support from home, our contact centre teams are available via phone, email, social media and live chat. In the 2023–24 financial year alone, we supported members through more than 450,000 calls, 200,000 chats and 140,000 emails.²   

Finally, self-service options are also available. You can check your transactions and investment performance by downloading the Hostplus mobile app. You can also manage your account, including changing investment options and insurance, by logging in to Member Online. 

In an industry first, we published our inaugural Service Standards report in late 2024. The report provides our members clear and accessible information about the volume, speed and outcomes of our service delivery across a range of services. 

It also contains information on insurance claims, including acceptance rates and processing times, and statistics on our benefit payment rates, enquiry response times and complaint resolutions.  

The report will be updated quarterly, and is available on the Hostplus website.  

To find out more about the support available to Hostplus members, or to book an appointment at a ServicePlus Centre, contact us today.