HBF Car Insurance

3 months and still waiting – I am not with HBF Car Insurance but the guy who rear-ended me was. My car was written off so I do not have a car to drive. Imagine going 3 months without your own car to drive with through no fault on your own. I had called up HBF multiple times and all they had to tell me is that they are waiting on certain progress, the other side to fulfill… Read more

their obligation etc. I would completely understand if it takes a couple of weeks, or even a month, but 3 months? That is just excessive. I had to rent a car for 3 months paying out of my pocket just because of HBF's sheer incompetence. The worst is that it is pretty obvious that HBF haven't really been doing anything about my case at all.

If HBF have to pay you money they will take their time doing sweet nothing. At the rate things are going I don't think I will ever see the compensation money in my life. I have cancelled my health insurance with HBF because of this, as I have lost all my trust in the company.

Great results and easy to deal with – Great value, easy to deal with, nationwide. I live in Victoria but I am a WA native. Love their service. Wishing more companies took their lead in the world of insurance.  Show details

Insensitive, Rude and Racist – My dad is 60 plus and he cannot converse in English. With help from family, he insured his car with HBF for it's open driver policy. Unfortunately, his son-in-law had an accident. And now, HBF was sending a fraud investigator to interview my dad at his house knowing he doesn't speak English. And they still keep calling him asking stupid questions… Read more

like what was the colour of your car.

When I spoke to the claim investigation, they said my dad has to sit the interview as he is the owner of the car. This absolutely disgusting. My dad is very old school and he doesn't want to be interviewed but HBF still wants this to occur. I am pulling out my own home & contents insurance from HBF and making other family and friends aware of no future deals with HBF - never again HBF!

I am seeking legal advice and will encourage anyone who has dispute with HBF to do the same and you will be surprised of the outcomes.

Excellent Proffessional Service & Price by HBF – I Have just renewed my Car Insurance policy with the HBF Guys. After last year having a policy with the Down Down prices are Down, Mob! I was so down as their now new policy had now this year increased by a Whopping 85%, & without myself even making a claim! which I obviously cancelled, after a call to them, as they would not better. Anyrate I… Read more

rang HBF the lovely Lady gave me a decent price, as compared to my last years premium with the other Down Down mob, & without myself even asking for a price match. Don't get ripped off Australia there are too many other Aussie scamming companies ripping us off, as we are not cash cows! Do shop around Guys for a good deal & dont be complacent Australia, with your hard earned cash. Well done HBF, 5 out of 5 STARS!

I would definitely recommend these people – My claim was processed :) The only issue I had was, there were too many people handling my case and communication wasn't 100%. I did have to ring a few times for updates. But all up, I would recommended these people/company. Couldn't fault them on customer service or not putting in the effort. I have got a new policy with them :)  Show details

Night and Day better – Had a small Roo encounter with a minor fender bender. Immediate phone response.. within first ring. Put through to another helpful young lady. First question that both people asked was "was everyone inside the car ok?" Good start. Quick efficient information and repair service from a quality insurance company which is what I expected when we… Read more ·  3

moved from el budgeto Coles car insurance who couldn't handle simple things; to a dedicated quality health insurer who cover the whole household needs.

My instinct seems to have been correct, now we hope that they don't have the same mentality of trying to sneak in a massive premium increase in the second year once they have you hooked? Time will tell but first experiences are of a highly polished and caring customer service team.

Never had a car claim in my life and now two small issues within a year and two wildly varying experiences.

Fully comprehensive car insurance – I didn't know that HBF is actually offering car insurance - thought they are all about health!?. I signed up because I am driving less than 10,000KM per year and they give discount for short distance drivers. I trusted HBF for my new car as I am avoiding cheap car insurance. CHecked the website and the full comprehensive plan is great. joined… Read more ·  1

up and it got the policy certificate immediately (good thing because I need this for the financing of my car novated lease). Customer service is great too. I had a small incident last week with street parking and they gave me great advice and support. I hope in the future i wouldn't have any problem with them.

HBF Car Insurance Processing Time – Had an unfortunate accident last Monday and HBF handled all aspect of the claim impeccably. From towing to assessment of the damage to calling almost daily in regards to the processing of the claims and finally this morning when our claim dedicated person (Kudos to Matt in WA), called to say that they are settling the claim today/ tomorrow. I… Read more ·  1

came out of the accident with a bruised rib and a whiplash, the last thing I wanted to do was to also handle the claims of my car. Got to say, they definitely make it easier. Highly recommended, I have all our insurances with them, this just supports our decision to go with them. Quick Turnaround, Handled Everything with relative ease of mind for the consumer Nothing

An extremely poor experience – My father (80 years old) was driving on Sunday with my mother (77 years old). He had a heart event and drove into a brick fence. He was not conscious and is now in hospital. HBF were rude and unhelpful to my mother when she called to report the event: refusing to commit to a time for the assessment or to even advise what she should do with the… Read more

vehicle. She called again, was told to go away, that no replacement vehicle would be considered, still refused to give any timeframe whatsoever for assessment and all but hung up on her.

As of now, over 3 days later, HBF have done nothing by way of assessment or to review her claim. She is isolated without a car, has no way to get food or get to the hospital without major expense and inconvenience as I live on the other side of the country. She is having to deal with a medical emergency and has no idea what to do from here.

This is truly appalling for a loyal but vulnerable customer. As I look online I see that this awful experience is all too typical of HBF's customer service. I now plan to do all I can through all public channels to highlight this experience so others can avoid it either through changing policy or never contemplating HBF in the first place.

Every aspect of handling the claim

Disgusting! – Third time I've had to tell them I'm not married anymore and today they put my ex-husbands claim for his accident in my name! Scary! They also doubled my excess without informing me and then refused to lower it even though I have a very good driving and insurance record. This is just three of a very very long list of mistakes made by HBF. I've… Read more

physically gone in there and complained, and mailed and phoned. I was promised no more mistakes and yet here I am again. They've even charged me two excesses for one accident. I've been with HBF for other insurance since my birth! 35.5 years and this is how they repay me. Disgusted. Unreliable and insensitive. Poor records, poor service, poor communication, $400 excess per claim, do not listen or care.

Horrible Service, Extra hidden costs, Unhelpful, Rude, Abusive, 2 months still no settlement – I have had HBF health insurance for 3 years and decided to sign up with their car insurance when I bought my new car as I had a very pleasurable experience and they were very helpful. They must be completely different companies because the car insurance are evil. About 2 months ago my car was stolen, HBF responded by asking me for documentation… Read more

for my claim which was understandable and I complied. A week later they had a fraud investigator come to my house and insult me in my home. They then made me send in forms from the licensing center twice because they "didnt recieve them" the first time. I called this morning to speak to my claims officer he wouldnt take my calls so I went to the switchboard and made them put me through to him. He informed me they would be charging me double my excess because their investigators "advised it" and when I very calmly stated that that was ridiculous and that I was unimpressed with the service as it has taken about 2 months only to be told I am expected to pay double my excess. My claims officer then got very aggressive and rude, insulted me and made me sound stupid and treated me like a child.

Once the claim is settled I will be ending all my accounts with HBF which is a shame because the health insurance was good. Nothing, not a single thing. Its expensive and the customer service is terrible Horrible Service, Extra hidden costs, Unhelpful, Rude, Abusive, 2 months still no settlement

Unexplained price increase – I got HBF insurance when I purchased my car new and they gave me a good rate, the next year when I got the renewal it had increased by over 40%. I had not had an accident or made a claim and my car was now valued at less than the previous year. My rate had gone from $420 to $602. I rang and asked them what was going on and all I was told was that… Read more

the increase was due to inflation, when I questioned how they could justify over 40% being attributed to inflation and I still got no explanation. Needless to say I am no longer with HBF.

unjustified price increases

Terrible – When I first signed up with HBF Car Insurance I was impressed and the price was competitive. After a few years I decided to trade in my car and buy another, so I rang other reputable companies for quotes and found HBF was at least $250 per year more expensive and that is with discounts. I changed to a new insurance company for my new car and the… Read more

customer service person at HBF wouldn't cancel my contract. I was told to ring back the next day. This is terrible customer service and I wouldn't recommend them. Good customer service when you first sign up Very expensive

Uninsured – Well where do I start. I have had my car insured with HBF since Brand new whih is 12 years now. Got the renewal in the mail paid an x amount towards the policy but then phoned them to say can I please change to fortnightly payment, no problem I was told. Checking my bank today and then HBF online to find out that my policy had been… Read more

cancelled!!!! Rang them and got some stupid idiot on the phone saying that they can not instate the policy and that I would have to take out another one, Tried telling him I have paid at least a quater od the policy went through one ear and out the other. So I have taken out another policy just in case but the prices have sky rocked. My car is insured for $4500 less and the insuance preimium has jumped up by $300, go figure. Ive swittch my other cars to SGIo cause of this just yesterday, Have contacted the ombusman trying to either instate the policy in whihc I had or to give me my money back. Absolutely ridiculous and the service is now crap,I notice that they now have CGU underwriting the insurance so not even WA anymore.

Expensive, Stupid people working for them, Unprofessional

Very expensive but confused service – I haven't had a claim for a long time (although my last small claim 6 years ago was handled OK) but was shocked to discover that I am paying more than twice what on line companies (with better reviews) are charging and 20% more than the 2nd highest mainstream quote for similar product - I assumed I might be paying for good service - but no. Last… Read more

renewal was for my Toyota camper van - the price increase from last year was so high that I queried it and the staff dropped the price by over half. When papers arrived they had insured a Toyota 'caravan' - giving caravan coverage only but with the policy stating all the vehicle details??? Took several calls to sort this out - they insisted for quite a while that I had the right cover - but in the end admitted that they were wrong and that this policy was worthless. I had to take out another expensive policy with them immediately as I effectively had no cover. Can't imagine what might have happened if i tried to claim!

Very expensive, confused service

I had to pay for a no fault claim! – a woman reversed into my car and I needed a new engine hood/bonnet. I got her address, Name Age DOB Car make model reggo,and Aami insurance details... she was really sorry. Fair enough. I made the claim and gave HBF all her details. I booked my car into the garage of my choice reasonably quickly.....but then I was told I had to pay the excess… Read more

because HBF had contacted her and was told her insurance policy had run out...so she was not insured. In fact, I was actually threatened by the HBF operator 'If I want my car back I have to pay..

Whats the point of paying $800. per annum for comprehensive cover? We should just a drive around daily and if you hit someone, tough. They will have to pay the excess! Thats what HBF say, anyway.....

Threatening, unhelpful, Couldn't care Less, Intimidating

Insurance is an optional extra on most insurance policies – I've had insurance with HBF for ten years. I've never claimed for so much as a windscreen replacement. Recently my husband was rear ended while sitting at the lights. Now that I have actually tried to use my policy, I find that many things I would have expected to be included as standard features (which are included with other insurers for a lower… Read more

premium) are optional extras I wasn't informed of.

I wanted to use HBF as it is a WA based insurance fund 'run only to profit members'. Well, profits exclude payroll costs, so someone must be getting paid a lot more than they're worth if my insurance doesn't include anything! I'm rethinking all of my policies now. Why pay thousands a year if you have to fight to even have the basics covered? Some of the staff are friendly and helpful. WA based call centre. Doesn't represent good value for money. Very basic insurance with most standard inclusions with other insurers 'optional extras'. Customer is always wrong mentality at call centres