Reviewer Photos & Videos
Mistake believing what told when changing funds
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
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.
Free Flu shot not for all eligible regional members!!
Free Flu shot is not available for all Eligible Regional HBF members due to the partnership that HBF has made with Pharmacy 777. This Pharmacy chain is mostly within the city area, then Geraldton, Carnarvon, Karratha and finally Port Hedland!! HBF eligible members miss out everywhere else (except for Kalgoorlie and one other country town - agreement with an independent pharmacy)
The State and Federal Government and relevant Health Departments highly encourage the population of Australia to take up the Flu vaccine, as does HBF.
How is it, th...
Joined March 31st and hit with the premium hike
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!!
Clients are not your top priority.
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
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.
Would not recommend!
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.
Be aware of HBF
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.
Run around in circles to approve a claim, run around in circles to receive reimbursement
Our son has just had grommet surgery. We had to resubmit 4 times for HBF with documentation to approve what we knew for certain was within our cover, they eventually accepted it the DAY BEFORE. However now it's come time to reimburse us the money that we paid out, even though they sent a confirmation email saying we would have it in 5 days, they lied to us on the phone saying it would be now 10 days. We called up again later that day, they told us they had lost all our previous emails, so we sent the emails again WHILST ON THE PHONE to HBF and ...they claimed they weren't receiving them. They then told us to go to a branch when the person we spoke to previously said to not go to a branch. Now they are trying to desperately get us off the phone and want to restart the claim altogether. This is the worst customer service I have ever encountered and not the way to treat a member of 17 years.
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
Total waste of time
Joined online 3 January and received an email confirming my membership with a membership number of TBC. Never received card by mail. Rang to chase up and call centre man had no record of my membership. After 20 minutes of being unable to help me he said I had to email the call centre. I emailed to cancel my non existent membership. Fast forward to 13 February i got an email saying they had found my membership after a technical error! Another 25 minutes on the phone to cancel. The whole experience was a complete waste of time and most of my time...was spent listening to the on hold spiel over and over. Someone in charge needs to take a good hard look at their customer service. Something tells me this isn't the end of this either which is ominous. Don't let the cute quokkas fool you! Just received another email NOT cancelling my membership so guess what? Have to ring them AGAIN. Wow hands down the worst experience with any company in decades.
HBF keeps taking your money ..despite stopping direct Debit???
Even after submitting and requesting to solve the issue ,
I was promised that the direct debit would be stopped while they resolve my accounts issue,
Yet they went about with another deduction incurring me more charges???
I have been waiting from Last year December.. always giving me the run around , having to start explaining the whole situation and resubmitting all the documents again and again to different person each time.
Crazy direct debit deductions, that doesn't add up .way more than the initial policy .Going back and forth, for hours o...
Disgusting Ad using our Australian animals
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
With HBF for over 30 years.
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.
They do not have any concern for fdv and engage in promoting it
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
The reviewer stated that an incentive was offered for this review
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.
Beware of the once a year excess
HBF are not OK.
Currently trying to sort out their excess policy.
I have a $500 excess payable once a calendar year and any subsequent hospital visits have no excess. So I need surgery and going in this week even though it is a bad time of the year for recovery as this avoids another excess payment if I wait to the New year. Had a day hospital procedure in Feb this year. HBF paid the doctor etc but have no record of the excess being paid as the excess goes straight to the hospital. They ring the day hospital who tell them yes I paid the excess....
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.
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.
Legal loophole of tricking people and stealing their money
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!
Questions & Answers
Why is the gap saver no longer available?
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
Does HBF cover Residential Aged Care Services?
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
Is there an annual amount, or a “one of” amount for dental bridgework with top HBF cover? What is the amount of cover?
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
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.