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Would not recommend
Joined online 6th June and received an email confirming my membership with a membership number of TBC. Never received card by mail. Got a text message saying there was an issue with my payment type and asked to register for myhbf to update details. Couldn't register for myhbf because apparently my details are not correct. I was then told to email the memberships team - I have yet to receive a reply.
I switched to HCF who told me they would handle the cancelation of my HBF membership - the day HCF told me that they are just waiting for a clear...ance document from HBF HBF have taken money out of my account, how is this possible when apparently there was an issue with my payment details and I haven't provided updated details?! Worst experience I have every had with an insurance provider
With HBF for over 20 years unable To afford what we are paying for hospital cover now, no consideration for loyalty due to financial circumstances we are unable to continual with hospital cover.
Not trustworthy, Harrassed the clinic for proofs, Unprofessional communication.
Had a bad and long phone/email encounter with HBF with regards to my words against theirs.
Before switching to them, I was told that all benefits will stay the same as what my former provider had given but when I submitted the claims, I have to explain long story to so many staff in HBF (over emails and >10 calls to them) till I get my claims processed, all these settled only after 1.5months. This was bad enough experience till I clarified on my coversation with them about my Excess matter.
Before switching to them, I asked clearly to sales co...nsultants if I have to pay Excess to HBF if I had just paid my Excess to former provider (early 2021) for my day surgery. They said No. That is why I switch to them else would I be so silly to switch over if I had known that I need to repeat a day surgery(within year 2021) and cough out the Excess to HBF. Now the reply from HBF team is that i have to pay Excess, and this is all written in their agreement. Why are they not transparent to me in the first place??? Be careful when you ask your question in future, nothing replied in black and white will be a disadvantage to you. Very disappointing with HBF.
HBF don’t care about members at all
The online quotes are way cheaper than what they tell you on the phone or in the branch. Many people get covered online for the same policy with a cheaper price while others are unaware of that which is so unfair. They deny that of course. However, even on the phone call, I got exactly the same premium as online, but HBF refused to decrease my premium. They overcharged me $15 per fortnight.
Hope my termination goes well and smoothly.
signed up 30th March on the monthly plan, was told I couldn't pick the 30th as the monthly date to pay the premium as no 30 th in February, so advised the 1st of every month a better date.
Thinking I would pay the first month at the old rate. They charged the new rate from the 1st.
As I had to pay a loading they told me there would be an adjustment to make up any shortfall the following month. When that arrived it was much more than the monthly rate. I asked them to tell me how they arrived at this figure. After about 10 phone calls and 8 emails 3 1/2 weeks later they sent me a conviluted set of calculations that didn't tally up except to arrive at the figure they charged me.
should have stayed with my old health provider
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.
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.
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...
Questions & Answers
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.
If you have any questions about how our agreements work, or the benefits you can get back please do not hesitate to get in touch with us. – Chloe
I am on HBF Silver cover. I know Gastric Sleeve surgery is not covered but does HBF pay anything toward the hospital stay, anethsaetic costs etc
Hi Diamus, thank you for your question.
Without being able to access your policy, I am only able to provide general information. If something is an exclusion on your policy, unfortunately, we will not be able to pay benefits towards any part of the treatment.
If you would like to look more into your policy inclusion, please feel free to call us on 133 423, or chat with us at hbf.com.au - Cinta
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
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