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...
Surprised how bad they are
I’ve had HBF for awhile but only recently have I had to use them. I’m very surprised how incompetent they are. They lost my claim twice (sent through their app), they accidentally sent me a 2017 tax letter when I was expecting a 2020 quote letter. When I told them they said I’d need to start the claim process again. They repeated sent my wife emails and texts about claims & payments meant for me (were under my member number). They looked at my account records to say I’d already made a claim when I hadn’t (turns out they were looking at my wife’s details, again). I asked for a complaint to be submitted once but it never was. So surprised by how badly they manage my personal information.
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!
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
Questions & Answers
How much does your standard Health policy pay per Month?
Hi Rebecca, thank you for getting in touch.
As health insurance premiums vary depending on the level of cover you choose, your Australian Government Rebate entitlement and any applicable lifetime health cover loadings we recommend giving us a call on 133 423 and one of our friendly staff will be more than happy to generate some quotes specific to your needs.
We look forward to speaking with you soon - Shauna
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
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.