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!
Not pleased with the inpatient and outpatient
I Pay 66 fortnight and they only cover inpatient.
Went for broken foot and later for blood test to GP and noting was cover because it outpatient. I don't care how they to their policy but I need to be able to go to a local GP for that price.
- Verified customer
Hard to claim when you need to.
Upgraded to Gold Hospital cover last October 2019. Now I have served 10 months of the 12 months waiting period. Due to health issues, unable to wait till 12 months, so had the procedure done. I have paid 10 months premium of $3300 in total now but unable to claim a hospital fees of $390 from HBF. Reason was you have to serve exactly 12 months before any claim regardless of any medical condition. HBF is such a large corporate company, but very strict on their claim. You probably cannot claim a single dollar if you don't serve your 12 months wait...ing period, no matter how loyal are you to them and obviously no exceptional case. HBF is really very good at their money management, standing hard on this pandemic time. Their motto "We're always here to help'' is a real piece of joke. Don't sign with them if possible. Unfortunately for my case, I have paid 10 months premium, no choice have to stay with them until I claim all my money back or else wasted my $3300 to HBF.
IVF Pregnancy & Dialysis Grouped Together?
Having decided to review my HBF policy I looked at what I did and didn’t need.
I was really surprised to find that I can’t sensibly drop down a category in my hospital insurance because of the way HBF have grouped the cover for medical conditions.
So....even though I am well beyond needing pregnancy or IVF cover if I take them out of my policy I also lose dialysis for kidney failure?? That and weight loss surgery. That is the four things that are different between Silver Hospital Plus and Gold Hospital - Assisted reproductive services, Pregna...
Still waiting for call from management.....
Moved across from Bupa to HBF. Same level cover for extras and hospital. During covid have not used any extras cover as most physios/remedial massage/dentists closed. Chose the 60% extras cover option because it was "simple" to understand. Went to make a claim and was told over the phone that my level of extras cover was increased(it wasnt) and I had to wait 2 months. I asked to speak to a manager. Person on the phone had to get "permission" for this to be escalated, then she came back with the "good news"-I could be contacted by a manager. Tha...t was supposed to happen within 48 hours and I havent heard anything else since. Seems like as soon as you have any questions they run for the hills. Will now be looking to change my insurance...after i go to the insurance Ombudsman!
Dont Use HBF Health Insurance
Customer service is rude, they will delay every chance to rectify a problem. HBF Health staff are friendly during sign up, become difficult and rude when claiming or maintenance on account.
Don't use HBF health insurance
Been with HBF for over 20 years. Recently went in to HBF at Joondalup shopping center to see what could be claimed for my daughter. I have major dental and orthodontics cover.
She has 2 x impacted molars that requires having the gum cut back, rings put around the teeth and braces... $479 per tooth - out of pocket $413 per tooth! Braces $8690 and get ZERO back and would have to wait 10 years to get braces cover???These aren’t the only issues as I seem to get less cover but pay more in premiums!
I asked the women “am I on the wrong cover?” Her r...
Shopped around for best quote and HBF was the easiest to follow - simple pricing and explanations. I got a call back within 2 days and talked through what I needed from the policy and was helped to choose the best option (and not the most expensive). Friendly help that got me set up quickly and easily.
Great Price - Friendly Service
Switched from NIB to HBF and saved a stack for the same level of cover. Staff over the phone have been super helpful and friendly. Love their Quokka ads as well, super cute.
- Verified customer
We are very disappointed with HBF.
We got a quote and received a confirmation email for $2,158.25, but we got charged for $2,329.90. Then they got back to us saying that is the correct price we quoted. Did our eyes deceive ourselves when we saw $2,158.25 on their website??? Or did we receive the confirmation email from another company??? How can they lie in front of black and white evidence. We are so not happy with their dodgy service!!
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!
Questions & Answers
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
Does Bronze level insurance cover emergency ambulance charges?
Thank you for getting in touch.
All HBF hospital products currently available include benefits towards urgent or emergency ambulance transport by road.
If you would like more information on what our policies include, please give us a call on 133 423 and we would be happy to help.
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.