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HBF Health Insurance

HBF Health Insurance

1.6 from 218 reviews · View Statistics

Reviews

  • Value for Money
    1.4 (38)
  • Transparency
    1.4 (30)
  • Customer Service
    1.6 (43)
  • Claim Resolution Time
    • <1 week (4)
    • 1-2 weeks (3)
    • 2-4 weeks (5)
    • 1-2 months (1)
    • 3+ months (2)
  • Claim ApprovedYes (3) · No (8)
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Roy

Roy

  • 2 reviews
  • 2 likes

Mistake believing what told when changing funds

published

Was a financial member of a medical fund since 1969 went to make a claim was refused said I needed proof of every fund I have been a member was assured when joining they would do transfer from my previous fund had to pay my account

Incentivised ReviewNo
Claim MadeNo
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1 comment
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Frank Health Insurance

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Systematic nightmare

published

I had to call HBF 12 times to see if my pre-existing form was approved. Apparently the customer service team and the pre-existing team don't have access to each other's information as their systems don't allow them to read emails or forms that were sent through or processed by the other department. Interdepartmental communication, IT systems and communication logging systems need serious addressing for HBF to be a functioning organisation. Senior management refuse to take on feedback and to address the holes in their systems, making it a nightmare for both members and for their staff. Whoever is on their social media team, please forward this complaint to senior management, as they need to seriously fix these issues.

Incentivised ReviewNo
Claim MadeNo
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1 comment
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lee

leePerth

  • 5 reviews
  • 5 likes

Free Flu shot not for all eligible regional members!!

published
Value for Money
Transparency
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1 comment
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Sally C

Sally CMelbourne

  • 2 reviews

Joined March 31st and hit with the premium hike

published

Joined on March 31st before the premium hike after all these ads saying to join now before you're hit with the hike on April 1st. I made a credit card payment on March 31st and was still hit with the hike. I should not have to pay for the premium hike when you can't reconcile the time I joined and when payment is received on your end. There should have been a disclaimer saying that I would be hit with the price hike but there wasn't. I was on the phone for a whole hour to be told that I couldn't escalate the issue cause I signed up online and there wasn't anyone to tell me the disclaimer. Really? No refund offered with the discrepancy!!

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Value for Money
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3 comments
HBF
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Sally C
Sally C

I have now been charged $896.61 and refunded $847.85 for the cancellation. I have cancelled within the cooling off period. Why have I been refunded less than what I was charged now???????????

HBF
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Jessica

JessicaPerth, WA

  • 2 reviews
  • 4 likes

Clients are not your top priority.

published

Due to my personal circumstances that HBF was made aware of 4 years ago.
I have handled claims for many others and the insurance companies sometimes in unique circumstances where willing to sit down and offer some help. Keeping a loyal customer was important. Not so with HBF

Value for Money
Transparency
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1 comment
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Highasakite

Highasakite

  • 14 reviews
  • 8 likes

Scam! Beware!

published

I recently switched from Bupa to HBF and I regret it soooooo much. They made a mistake and now I’m trying to contact them to ask a question. So far, I have sent 3 emails and called them several times. No response. The website says their call centre is open from 5am to 7pm. Called at 5am, no response, middle of the day, no response, after 5pm, no response. Is this a scam? I think so. I more than likely need to get my bank to stop the payment.

Value for Money
Transparency
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1 comment
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Frank Health Insurance

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Ellen

EllenPerth, WA

  • 12 reviews

Would not recommend!

published

Very disappointed with HBF, switching process has been time consuming and it has taken a very long time to have our previous clearance certificate applied to our policy. Membership cards took weeks to arrive. Also takes weeks for emails to be responded too and hold times on the phone are very lengthy. Poor customer service, email replies are rushed and riddled with typos!

HBF are also running a promotion for 6 weeks free and refused to apply this to our policy, despite joining only a couple of weeks before the incentive was advertised. No flexibility or understanding, will be looking at other funds.

Value for Money
Transparency
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2 comments
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Ellen
Ellen

Hello Chloe - thanks for your reply. We are now in the process of switching to another fund,

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Be aware of HBF

published

Be careful with HBF who claims to care about their customers, my policy was changed from having an excess of $200 to $750. They claim helping members is their number priority, it’s far from the truth. I’ve been a member for over 15 years, something has changed and has changed for the worse. False advertising from my recent experience.
Their attitude was very dismissive, no empathy, no negotiation, no care whatsoever.

Incentivised ReviewNo
Claim MadeNo
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11 comments
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J Ma
J Ma
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Rogan

RoganWestern Australia

Run around in circles to approve a claim, run around in circles to receive reimbursement

published
Value for Money
Transparency
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1 comment
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Ottilia V

Ottilia VPerth, WA

  • 2 reviews

Very disappointed

published

I am a HBF member for more than 20 years,thinking of swaping and i decided to read reviews for both health insurers. I didn't realised how many bad reviews HBF has. I think this helped me make up my mind. I'm changing... same cover for less money..I'm going,Sorry HBF

Incentivised ReviewNo
Claim MadeNo
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1 comment
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TAndo

TAndoSouth East Queensland, QLD

  • 2 reviews

Total waste of time

published
Customer Service
Incentivised ReviewNo
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1 comment
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Dave

DavePerth, WA

  • 4 reviews
  • Verified

HBF keeps taking your money ..despite stopping direct Debit???

published
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Frank Health Insurance

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Russ

RussSouth East Queensland, QLD

  • 5 reviews
  • 2 likes

Disgusting Ad using our Australian animals

published

Disgusting Commercial not funny at all, my children didn’t need to see this from our Australian animals. Please remove your commercial I will never deal with your disgusting company again

Value for Money
Transparency
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1 comment
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alvie.huit

alvie.huitPerth, WA

  • 4 reviews
  • 2 likes

With HBF for over 30 years.

published

I was covered by my parents policy as a child when health insurance was more of a luxury than the necessity it is these days. As a uni student I switched to my own policy after I realised the true value and relief of cover after HBF covered my emergency surgery.

My policy ceased for several years whilst living in Syd and now that I am back in Perth I've returned to HBF for the last 7 years.

I love HBF. The customer service is excellent whether in store or on the phone.you've got flexibility to amend your policy to suit your needs - you just need to ask about your options. The website and app are excellent.

I am so pleased with them that I will never leave them - unless I move overseas.

Customer Service
Incentivised ReviewNo
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1 comment
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Kieren

KierenPerth

  • 5 reviews
  • 4 likes

They do not have any concern for fdv and engage in promoting it

published

HBF changed my car insurance out of my name given that they knew we were seperate and it was acrimonious.
They took it on his work
Plus they also canceled my health insurance on cause he asked.
They have no idea or care for fdv
Avoid at all cost

Claim MadeNo
Plan CoverageHospital and extras
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11 comments
HBF
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Kieren
Kieren

Actually you have removed me from two policies without informing me.
Someone said they were looking into it and never called me back

HBF
HBF T.HBF

Hi Kieren, so we can look into this further, please send an email to memberservices@hbf.com.au, and we will be happy to help clarify this situation.

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The reviewer stated that an incentive was offered for this review

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Steve

StevePerth

  • 7 reviews
  • 2 likes

Inflexible policy

published

I’ve been a member of HBF for 64 years with top hospital and extras cover. Recently, on the recommendation of a family member, I decided to try going to an Osteopath for treatment on my back to find this service was not covered by my health insurance. When I contacted HBF I was told I would need to change my level of cover to include Osteo as it could not be added to my existing cover and then I would have a two month wait to claim. Very disappointed in HBF and their lack of compassion and flexibility time to look elsewhere for health insurance.

Incentivised ReviewNo
Claim MadeYes
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4 comments
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Steve
Steve
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billv53

billv53

  • 9 reviews
  • 10 likes

Beware of the once a year excess

published
Transparency
Customer Service
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2 comments
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billv53
billv53
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Emily

EmilyGreater Melbourne (Metropolitan), VIC

Mislead

published

Like many of the reviews here I too felt mislead, I agreed to an upsale on a policy as it was implied I would get better value for money. Turns out this wasn't the case. Just glad I never had to claim anything from them as I can only imagine what type of nightmare that would be.

Incentivised ReviewNo
Claim MadeNo
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1 comment
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Frank Health Insurance

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Reza

RezaSydney, NSW

  • 2 reviews

USELESS

published

Throw your money in a monthly basis and they put you down for the most obvious items that must be covered by a health insurance. The customer service agents have conflicting ideas and they are not on the same page about things when you call them.

Value for Money
Transparency
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2 comments
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Reza
Reza

I have already wasted a lot of time on the phone with your incompetent team members with no favourable support and now on the market to change my insurance provider. Enough of investigation for minimum support you could expect

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Legal loophole of tricking people and stealing their money

published

I am a very healthy individual. Got myself a bronze plus cover, the list on their website includes "Dental". However, at the time of claiming I was advised that my cover doesn't include dental. The only logical explanation to this is that they exist only to rip people (in need of help) off!

Value for Money
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1 comment
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Page 1 of 11

Questions & Answers

Davidg

Davidgasked

Why is the gap saver no longer available?

1 answer
HBF
HBF T.HBF

Hi Davidg, thank you for getting in touch!

We proactively review our health cover offering, which can lead to us making changes to our suite including closing certain products for sale. In 2019 we reviewed our suite and decided to close Gap Saver to new sales. This cover option is still available to those who held it at the time it was closed.

If you have any further questions, please do not hesitate to give us a call on 133 423. -Bella

Bev M

Bev Masked

Does HBF cover Residential Aged Care Services?

1 answer
HBF
HBF T.HBF

Hi Bev, thank you for getting in touch with us.

We do not currently offer residential aged care services. If you would like know what services we offer please send us a private message at the link below or call us on 133 423 and we will be more than happy to help. - Chloe

m.me/hbfhealth

Ann B.

Ann B.asked

Is there an annual amount, or a “one of” amount for dental bridgework with top HBF cover? What is the amount of cover?

1 answer
HBF
HBF T.HBF

Hi Ann, good question! Dental benefits vary depending on the level of cover you have in place.

We would love to help you clarify your dental benefits on your HBF cover, please give us a call on 133 423 or chat with us at hbf.com.au

We look forward to helping you soon - Shauna

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