HBF doesn’t know the meaning of REFUND!!
Hard to get a refund from this stinking health fund. Here is yet another attempt. Dear HBF
I have been chasing a refund from you since 1st March. Your staff keep promising a refund however nothing to date.
My last call to your office said I would have my money no later than 17th March, guess what it’s now later than that.
Overpriced and ripping me off.
I have been with HBF for 7 years but I don't feel the value in my policy. Every 6 months my premium goes up and my policy now costs about 50% more than it did when I signed up. I just got an online quote for the Equivalent policy and it would be hundreds of dollars cheaper if I cancelled and signed up again. And that is even with the significant discount I am supposed to be receiving through my employer.
I am trying to cancel but they don't make that easy. I would need to take time off work to be able to contact them during their work hours.
HBF don't pay for "reasonable" claims
I have been a member of HBF for more than 25 years, initially being on top cover, now on second top cover.
During the time I have had various requests rejected, many I consider to be irrational from a long term business perspective (i.e. providing the benefit would reduce ongoing health costs).
The one of most significance occurred when after a day of gardening I got a blood clot in my arm. I ended up in the emergency department.
To rectify the issue this meant I needed to go through another procedure to put a stent in a vein, no big issu...e in the grand scheme of things, except when I went through the procedure the selection of stents available to the doctor was limited by what HBF decided was suitable. The result, the procedure failed as the stents available to the doctor were not suitable for my needs. After the procedure the doctor explained the situation and he said he would need access to a different stent, however what he considered to be a suitable stent for my needs was not covered by HBF. He suggested I contact HBF to explain the situation.
- Verified customer
Incompetent, Poor customer service.
Very slow to respond to requests, I have been waiting almost two weeks for an explanation on why they shorted my policy cover by half a month, Still no explanation. Escalated concern to a 24 hour response team. Surprisingly no response after 48 hours. When asking for an explanation on a calculation no one is competent enough to take ownership of the problem. try a different insurer if you can.
Claiming works fine unless you have a problem then their service is extremely poor.
They avoid paying benefits with irrational rules.
Purchased $750 Orthotics at podiatrist.
The podiatrist invoice included the orthotics and consultation...fair enough.
HBF refused to pay the $400 benefit for the orthotics via hicaps because of the consultation charge.
HBF claim their system cannot process the consultation and orthotics together. I refuse to believe a multi-billion dollar company cannot implement software solutions to recognise the orthotics code.
I had to do the claim manually and waste time waiting on hold and submitting it myself online.
Pretty sure people would give up because the system is painful to use and not get their benefits.
May not be a deliberate scam, but they are denying people their benefits with stupid systems.
Waste of Time Hbf Outpost
Went to a hbf booth conveniently located at a shopping centre near me.
Was told by the customer service officer that “ they don’t process claims here”.
Consequently there was no one at the booth except for three staff who were chatting and laughing. What a waste of policy holders money. No wonder premiums are so high!
- Verified customer
Don't get sold into the non for profit idea
I have been a HBF member for around 18 months. I liked the idea of funding a non for profit organisation rather than feeding money into the larger organisations like Medibank and NIB etc. If I had my time again however, I would definitely be more open minded and clearly read every line of the PDS. I joined the Super Saver Hospital & Flexi Extra's Top Cover.
One of the other main reasons for joining HBF was their cover for Dental, I wanted to ensure I was covered for my wisdom teeth extraction & orthodontics which were both under major dental.... The cost of the wisdom teeth removal was $1380, the benefit received was $680, this equates to 49% on the highest level of Top Extra's Cover. Other health funds have guaranteed benefits of 60% & 70% depending on level of cover. As I was going in for day surgery I was not covered for the Hospital visit as my policy only covered for accidents, this really wasn't that clear but I also accept responsibility for not looking into this more. They are however rolling out a new Hospitals Cover on Jan 1st 2020 which includes Dental Surgery but unfortunately the excess goes up to $750 from $500, but your premium goes up also. The hilarious part about all this is that the day surgery hospital costs for my procedure worked out to be $730, so even if I had this cover I wouldn't have this covered. As my policy didn't pay for Hospital that didn't include the Anesthetist, that was another $750 for this but Medicare paid $150. Overall, the whole procedure cost $2860 which HBF covered $680. Now, this is purely my thoughts and for my situation only, but I will be moving my cover over to a health fund which has the most optimum hospital cover and remove the extra's completely. The extras cover is well over priced and until you need to claim you never really know how much you are going to get back, unless you are with a fund that has guaranteed benefits paid, which HBF do not. Medibank on the lowest extra's cover, covered more for general dental than HBF did on the Flexi Extra's Top Cover, I couldn't believe it when I went back through my receipts. Shop around and make sure you read the PDS if you go with HBF so you know exactly what you're getting yourself into. If it's for you great! It wasn't for me.
Heartless Hospital fund......... .HBF
After 44 years of membership and minimal claims HBF are putting me through pain just for the sake of it. At the age of 48 (yes that's right I have been a member since I was 4) I need a hip replacement. I have full cover but did not think I would need a joint in my 40's so did not tick that box. They then lied to me and said it was due to the legislation. The person I spoke to double checked this as fact with their team leader. This is actually untrue and clearly states in the legislation a fund (may) apply the 12 month waiting period. Its also ...states that a fund may waive the period. Link provided by the Obudsman and another by the Goverment. Copy and paste link into browser. http://www.ombudsman.gov.au/__data/assets/pdf_file/0017/35612/Waiting-periods-DL-Fyler-Web.pdf https://privatehealth.gov.au/health_insurance/howitworks/waiting_periods.htm#preexisting I even offered to pay the difference that would be paid for the 12 months waiting period. Then came the lie. Thanks HBF!
Crap customer service
Rang today to talk about deferring a scheduled payment as I have done this before with no problem. Explained to Bronwyn what was done before and she said Oh No I can't do that as I am only part time. Boohoo, how about offering to get someone who is fulltime to call me and arrange a payment. She was not interested in helping and will now definitely be looking at swapping funds
If I could rate HBF a minus zero I would!
After being a loyal customer for 10 plus years HBF have failed in all areas especially in customer service and satisfaction. I have given them far too many chances and far too much of my hard earned dollars. Rude, obnoxious, extremely poor customer service and the "Non for Profit" business is just money hungry. I am astounded that after paying thousands of dollars a year for a membership we hardly ever use that we have to pay $250 excess for a DAY PROCEDURE! Yes a simple Colonoscopy ... we took out the intermediate cover as a family and have b...een on it for over 10 years to pay a little more avoiding paying an excess. I understand paying an excess for Hospital admission/surgery but not for a day procedure in a clinic its absolutely ludicrous. I then had this smug guy on the phone tell me that an email was sent out 1 year ago explaining the costs and increased and this is no longer covered and to simply pay for "Gold" cover if I want no excess ... at a cost of $280 a fortnight what a joke. Unfortunately for me along with 10000 other emails the notice of change from HBF went into my spam account. Stupidly I continued to be none the wiser until today when it came to finalising my husbands Colonoscopy booking with the clinic and they ran the cover checks. I was so surprised to hear of this excess. I am astounded that after 10 years and ZERO claims that they would rather loose a valued customer and their loyal business over $250. I had no attempts to waive the amount nor apologies for this charge and increase. Do not touch HBF you will get no loyalty, just screwed over.
HBF told me they will not accept cash as payment anymore I have paid my insurance cover with cash since 1981 now they refuse to accept it reading online seems you can only pay by direct debit which does not suit me or by credit card which I don't believe in they don't say. You can pay with EFTPOS after 38 yrs they treat you like your a nobody new fatcat in charge needs to line his pockets.
False and misleading policy cover
Required a breast reduction costing $9K (including anaesthetic). Policy shows that breast surgery is covered. Badly needed as always at chiropractor and physio which I'm sure HBF could see I was attending. Had the surgery and got a measly $364 rebate from 7K. Absolutely atrocious. My monthly premium for more than that. Why say you are covered when clearly you are not. Young man on phone was quite rude when I queried this. Definitely looking for new private health cover... bye bye
Long Term Customer with 6 polices
I recently called to question why a competitor was $500 cheaper in Car Insurance -absolutely useless , we dont price maqtch and its the underwriters . I pay $1250 for a small SUV where the competitor is just under $700.00 . It now will force me to review my wifes car , Landlord insurance and Home Insurance x 2 Properties , Health Insurance. I reckon i can save a clear $2000 by switching and getting a few better deals and happy to maintain my direct debits with multiples . One other gripe was after over 20 years with HBF i have had my so called...loyalty discount removed to line their silk wallets ... over it HBF . to cap it all i go to my dentist and ohh sorry we have been removed as a prefered provider , obviously too many claims from them so i lose again and have to pay exorbitant costs and pay a larger gap in the process for basic medical services. Bye HBF .....
HBF did not refund my claims on my Bank account as they used to do.
The cash got transfered on another bank account and now I need to deal with it.
Useless service and useless company
HBF Think about it very carefully.
We had been with HBF for over 20 years. I needed a prostatectomy because of aggressive cancer. The latest technology was to have the surgery using the Da Vinci method. In its wisdom HBF decided they don't cover for such technology and I was forced to pay the $7000 myself. They would not contribute one dollar.
A disgusting immoral company to say the least. You are warned!!
Terrible Customer Service
Experience with HBF customer service was terrible. Not only was on hold on multiple occasions (phone call took 42 mins) I was unable to receive the information I required. Originally told that the information will be provided within 13 days of submitting the enquiry, upon follow up I was told they cannot provide now. Had I not rang back, I would still be waiting without any notification from HBF. I've held my policy with HBF for over 10 years virtually without a claim and they cannot simply provide customer service when required!
Warning: Worst Health Fund
After my direct debit was declined HBF sent emails to my old work address and because there was no reply they cancelled my health fund without telling me. When I asked why they didn't ring me they simply replied they didn't think of it because they'd emailed me. What if i needed urgent hospital cover or something serious?? I can not believe my "trusted health fund" who I put my health in the hands of, didn't think to call me on the phone to let me know they could no longer debit my account? They couldn't even explain why as there was funds in there. Absolute joke. Worst customer service and zero common sense. Happy to be moving to another health fund who i can trust with something as serious as my health.
Do not recommend, will be switching health funds
Been with HBF for approximately 2 years. Do not recommend. Every time I have tried to process a claim there is always a reason/fine print as to why they don't cover it. E.g. vaccinated by baby with Bexsero based on doctors advice, however this isn't covered under 'pharmaceutical items' which I am covered for, but is classified as a 'travel vaccine' which would require additional cover (even though this vaccine was recommended for within Australia and is not in any way for travel). Similar situation with other claims. When I have made policy cha...nges on the phone in the past, eg changing extras covered, completely incorrect changes were made to my policy. Have also had claims which were knocked back which I then had to follow up on as they were indeed correct claims. Will look elsewhere.
Terrible customer service and incorrect set up of policy
My husband and I had been with HBF for a few years. Everything was fine until we decided to change to a family policy.
We had a baby not long ago, so we thought will be easy just to set up a new policy that includes the baby considering that we both are members of HBF( should be a straightforward precess) but it has been A DISASTER. I called them mid-MARCH this year to get my new policy set up and it didn't happen until 17th of April and to top off they didn't include the baby on the policy!! So what was the point of my calling them several ti...
Questions & Answers
will HBF cover cancellation of flights if you and your family get struck with gastro and can't make your flights?
I have saved up $600 in my 'Gap Saver' account.
I have very suddenly experienced severe financial hardships that I must attend to immediately.
Please can you let me know asap, (within W.A hbf & banking hours), today if I can withdraw part of the $600 I've saved up?
Hi Lucia, GapSaver can't be withdrawn as cash. So we can try help, please give us a call on 133 423 or start a LiveChat with us at hbf.com.au
The HBF Team
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