Teachers Health takes out two Auscontact NSW Excellence Awards for customer experience

26 August 2025: Teachers Health has been crowned the winner of two Auscontact NSW Excellence Awards, winning Customer Experience Initiative of the Year: Workforce Transformation, and Laura Horton (Workforce Planning Manager) named Workforce Management Professional.

The awards were announced at the Auscontact NSW Excellence Awards in Sydney on Friday night, with the wins recognising the ongoing commitment of Teachers Health to its members in the education and healthcare communities and their families.  

2025 Auscontact NSW Customer Experience Initiative of the Year: Workforce Transformation
The workforce transformation initiative from Teachers Health set an ambitious goal: to transform both the contact centre and workforce through strategic uplift, while deliberately enhancing the customer and employee experience. With a focus on sustainable practices and driving performance, Teachers Health stayed true to its key pillars - its people, its members and its service outcomes. Guided by its values of being adventurous and embracing a “give it a go” mindset, the team delivered a program that balanced innovation with practical results, creating lasting impact across the business.

2025 Auscontact NSW Workforce Management Professional Winner: Laura Horton
Teachers Health Workforce Planning Manager, Laura Horton, showcases not only technical skills essential in workforce management, but also the relationship-building, stakeholder engagement, and human-centred approach needed to drive performance in the Teachers Health contact centre. By enabling data-driven decisions and demonstrating the impact of activity on outcomes, she has played a pivotal role in strengthening both efficiency and effectiveness across the business.

“We are extremely proud to be recognised for our industry-leading customer experience” said Simone Tregeagle, Chief Customer Officer. “Through our transformation efforts, we have not only achieved significant outcomes, but we have built stronger connections and new capabilities – ensuring every one of our people can anticipate and meet the evolving needs of our members. By equipping our people with the right skills and tools, we’re able to continue to deliver the benefits our members need and maintain a deep understanding of what matters most to them.

“Our members’ loyalty, reflected in an industry-leading 96% retention rate last year, underscores the impact of our empowered, member-focused team. Our members tell us they value our unique blend of value-for-money benefits, tailored programs and seamless service - outcomes made possible by teams who live our purpose every day. The team’s single-minded focus on achieving our strategic objectives of operational excellence and superior member experiences is what continues to set us apart.”

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Media Contact:

Angela McCann m: 0414 330 879 | e: angela.mccann@teachershealth.com.au

About Teachers Health

Teachers Health is health insurance for teachers, the education community, and their families. Created by teachers for teachers over 70 years ago, Teachers Health has grown to become Australia’s largest industry-based health fund and one of the nation’s leading not-for-profit health insurers. Teachers Health is committed to members and looks after almost 200,000 educators and healthcare professionals, with more than 440,000 lives covered. Teachers Health’s increase in benefits, higher rebates, additional programs and member rewards - alongside a below-industry-average premium increase - means members get more from their coverage at a time when every dollar counts.

About 2025 Auscontact NSW Excellence Awards

The Auscontact Awards are Australia's prestigious customer service industry awards, recognising and celebrating excellence in customer service, contact centres and customer experience at national and state levels. They showcase talent and best practices across the contact centre industry and help drive innovation and foster growth in the field.