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CEO and staff wont reply to emails
Over the past 3 weeks, I have emailed the CEO a Branch Manager and Members Advocacy Team and Relations Team.
None of them have had the courtesy to reply to my emails. They have run for the hills, and don't want you to find out the real truth.
Staff are only as good as the person at the top, so if he doesn't reply to emails, they think its good enough that they don't reply.
Lets hope the next CEO changes that culture and reminds the staff, that its the members premiums that give them a job and pay their wages.
They gave me incorrect information. This information resulted in me incurring a loading liability to my insurance for ten years (around $25 per month for ten years).
I complained to the Private Health Insurance Ombudsmandman, who issued a final decision in my favour; when I approached them to perform as per the Ombudsman's decision, they refused!
This incident also highlights Australia's highly corrupt financial industry that lacks government oversight.
Most useless health insurance I ever had
HBF cannot be contacted by phone as their workers are always busy. The email enquiries to them take nearly a week to get back or often they do not reply at all.
There is nothing available on their web site to cancel your insurance, so they would keep sucking money out of you for ever.
Their yearly premiums keep increasing every year (for ambulance only) insurance, and I got out of their clutches by cancelling my credit card, and joining another health insurance which had yearly premium about 60 % of that from HBF.
I also checked the employee reviews for HBF and a LOT of them wrote that working for HBF was really bad !!!
I only signed up because it was cheap but when I needed help they were useless and beyond .I can not recommend !
They denied our claim because it was preexistent condition only days before being a full year . Told us directly that we shouldn't have lowered the premium even our policy was covered for that condition. Made the claim process extra difficult by asking for additional information at the last minute when we are dealing with bookings and flights . They only care of making profits not helping !
Hbf health insurance
HBF a private not for profit company…CEO has instructed his staff not to give his contact details…board of management displayed on the internet …no contact details for any of them…paid from members funds…almost like “get smart” operate under a cone of silence…so much for logo “we care for you”
Who do you report to if you are getting contradictory information from staff or for that matter from the CEO.but if you don’t pay your premiums watch out!
Ran away from hbf when you are young, choose some other provider because you cant afford to do it later in life.
I find as i grow older and need more services and help with these services it becomes harder and harder to access help in the one on one form from hbf. They have policies that forget some of us are growing older and hide behind these policies in making decisions. This laughs in the face of the voice overs i heard when waiting the 25 minutes and 20 seconds when requesting to speak to a team leader.
Some of them spruck the ideals that
-you are our priority
-we understand that one size does not fit all
I am only so sorry that years ago when i fo...und minor problems with hbf and decisions that i thought were not fair and equitable, i did not change from them. Now days, i am locked into them and cant get out because at my age the exclusions that other policies put on would make it unviable for me to change, i have been with hbf for in excess of 40 years. As i have grown older they seem to have made it harder to make claims. i need help in making these claims now and make simple errors doing so at times. i know that this is not their fault but if they live by their ideals they could be solved.
Day 15 and still waiting for a refund despite my appeals by email [as not able to ring or visit a branch], Borrowing money for necessities is demeaning but this company has no compassion .
The pre existing condition appeal process has literally been the most stressful thing I have ever been through and HBF is completely at fault for their lack of efficiency. I have just found out today (2 days before my scheduled surgery) that they have deemed it to be pre existing after lodging the paper work a month ago. I have had to call and email nearly every day for an answer as I would need to try and organise a replacement at my work for the surgery and try to come up with funds to cover it - now I have less than 48 hours to organise all ...of this. They said that they couldn't get the relevant documents needed to make an assessment from my GP, even after I provided contact details - so I had to make appointments to constantly chase up the information that was required (absolutely NOT my job). The stress and anxiety they have put me through is absolutely disgusting and I am so disappointed that a health fund that claims to be ' for the member' certainly was not for me. It's not that they wouldn't cover the procedure, its more the fact that I received a response with such short notice. I wouldn't wish this stress upon any one so I would highly recommend to search elsewhere as I will be moving to a different fund ASAP.
Would NOT recommend. Changed my partner’s health insurance to HBF recently…big mistake! From the very first claim (dental), they’ve been nothing but utterly confusing and very stressful. Instead of sending the refund directly to into his account like other funds simply do, they sent it to the dentist. ??? It took numerous phone calls for them to discover this. Then there was major issues and confusion regarding his direct debit for monthly payments. Without getting into detail, every time he’d call to sort these out, nobody was able to give him definitive answers as to what was going on! Only been with HBF for 2 months, will be changing to AHM. HBF have been too stressful and unprofessional.
Increase, increase, increase
Been a member for over 20 years, was Gold Fields Medical- which was GREAT. But since HBF took over, keep cutting my inclusions, but hiking the price.When will you STOP!!
HBF do not pay out claims!!
In addition to my previous review whereby operation consumables were not covered, HBF have now declined pharmaceuticals and also my doctor. I am now out of pocket $8k and not a cent being paid by HBF. Go elsewhere. Forget premium costs, because when you go to claim, I got nothing! All other major funds cover what HBF have declined!!
Worst experience. Designed not to pay
We are in emergency waiting for surgery for our daughter appendicitis and HBF can’t confirm if we’re covered as they will take 5 days to confirm. This makes no sense and clearly designed not to pay. I’m in emergency and can’t wait 5 days
HBF don’t know their back end from their elbow. Have called 6 times today and each time have been told something different, ending with the last person telling me my policies have all been cancelled since 2020... yet I can see clearly on my banking app i’ve made regular payments up until last week. I’m glad they are discontinuing general insurance because they are horrible at it.
Yes this was a review you reported so it went into review status. I reposted it.
Gap saver that you have to pay for
Recently had an operation and had a hospital gap payment of $250 to pay. With my policy I have the gap saver option with a $350 balance. When in hospital I was told I had to pay the $250 then I would get it back.
Rang HBF and was told it will take up to 10 weeks. How ridiculous.There is absolutely no point of having the gap saver so if they have sold it to you then get it stopped. That money would be better off in my bank account ready for when i needed it.
I’m reading some of these reviews and it was far from my experience. In the last six months I’ve needed 2 major elbow surgeries and a minor surgery. I’ve phoned HBF with the information on the hospital and procedure etc and there wasn’t a single issue.
Customer service couldn’t have been any more helpful or friendly.
I got the distinct impression from the Doctors and hospital that HBF was their preferred choice too.
So all went extremely easy.
One criticism would be their app and finding the digital card..
Questions & Answers
I want to use my gap saver to pay for my dentist is that possible
Hi Sharen, we can certainly assist you with applying your Gap Saver to your dental claims. Gap Saver is available to be used to close the gap on item numbers that we are paying a benefit towards for y...our claims. I would recommend calling us on 133 423 or emailing us at email@example.com so that we can take a look at your policy and check your Gap Saver preferences and balance to ensure it can be applied - Reece
I currently have $248 as my Gap Saver balance. This recharges on 5th December 2021. Will I lose this $248?
Hi Valerie, good question! You will not lose your Gap Saver balance on the 5th of December. This only means it will keep accumulating, adding onto the remaining balance. - Shazrin :)
Can I claim through HBF Australia wide
Hi Shirvan, Thank you for reaching out!
Members can access range of providers throughout Australia however, to confirm that benefits will be payable for your treatment or service you are wanting to ...claim for, it is best to contact us directly to confirm your coverage and, if you will have any out of pocket expenses.
Get an answer from our members and HBF representatives
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