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I wish I could give them zero stars!
The most terrible health fund I have every been with! They don’t pay any claims, the service is just bad - give you the wrong information all the time! Then I moved from then as I couldn’t take it any longer and now aren’t returning my annual premium!
Slow to pay claim.
I put in an online web claim on 24 Sept 2021, my only claim this year. Then when I contacted them about it on 1 Oct I was told there was a problem with the receipt I uploaded. Really? Even Medicare has a software check to see if a valid receipt has been successfully uploaded. THEY had not contacted me about any issues with the receipt even a week later.
I tried accessing their web page but it was down for some time so sent it AGAIN via the mobile app using the same scanned .pdf of the receipt on 1 Oct. It was finally paid today - 6 Oct 20...21, twelve days after the original claim. It is easy to join, but getting a claim paid is hard work. Medicare's mygov website does a better job, despite Telstra being involved with that and Indian call centres, while Hicaps claims are paid the next day. Also many items only have a 60% refund. Not happy with the Pacific Smiles dentist closest to me either, but you get a 85% refund if you use them as opposed to 60% with your own dentist. I use my own dentist as their dentist's receptionists are just plain rude, incompetent, offensive and obnoxious. For instance when you arrive for an appointment, they claim you don't have one. Even before Covid they would not let me wait in the waiting room for my appointment, were rude about my wheeled carry-on which I use as I have arthritis, etc etc. Treat you like you have some infectious disease or a hobo. I was clean, well dressed etc. Never experienced it before anywhere, and I get to see a lot of medical professionals as I have a multisystem disorder. I'm hoping to do better with AHM.
Issue resolved following HBF contact.
Had issues with claiming after changing insurance funds and clearance certificates.
Initially had conflicting information, however supervisor has now clarified these issues. Ya ya ya ya
Lied to Me Again
Last time they told me couple can share the benefit caps, so they urged us to join couple policy. It turned out to be a lie. This time they told me dental item 114 can be only claimed once a calendar year. All the other private and public providers say once every 6 months, twice a calendar year. HBF don't train their staff well very obviously! Made 3 calls for one claim. Wasting my time. Even though, I will still keep fighting with this lying company!
What a Lie
They told us joining couple policy, we can share our extra cover limit, which means if single policy gets 1000 annual limit, then we can share the 2000 between us. But NO, we can't. Totally a lie. Now we want to split to have different types of covers, and they are making a total disaster. Lying company.
We tried to join Silver Hosp + with Flex 60. Utterly impossible to set up. Over 6 calls we received 7 different quotes - not rude, just incompetent?
NOT ONE quote itemised to see rating $, yearly discount $ and Direct debit $ in spite of repeated requests. They said their systems could cope with that! Expected us to pay on a STATEMENT.
NOT ONCE, NOWHERE was there an instruction on how or where to pay - couldn't actually work out how to do business with them! Ended up with Team Leader who told us she would phone back but never did.
Gone back to previous insurer... does "non profit" actually have to mean "non proficient"?
Not happy with HBF Loyalty.
I would like to ask HBF why they don’t treat each members on their loyalty and not like all the rest. I am a 74 old pensioner and have been in the fund for over 21 years, no previous operation and been told I need a complete Hip Replacement. I have full health cover for Hip Reconstruction, but not Hip Replacement and have been told that I have to pay extra money an extra $40.00 per month and wait 12 months for operation. Have contact them to come to an agreement and letter regarding Doctors recommendation that operation was need within 6 months.... Their comment was 12 Months is the required time needed for the operation. Asked if I paid an amount towards the operation their stated 12months required. They stated if I had operation earlier I might drop my cover, at my age and how long I have been a member. What a joke. Not happy Member Ines Stevanovski
Extremely rude with lack of empathy
Attempted to resolve an issue that was deemed to be pre-existing. Requested more detail on the matter just to be faced with rude emails in return. I don't believe there is anything wrong in wanting to understand why certain decisions were made but the responses were short and ubrupt without expressing any empathy. Very disappointed in how this was handled more so than claim not being approved. Nonetheless, the general hbf team were kind and helpful.
Wouldn't help with ambo covers when I discovered my second child wasn't listed
I took out ambulance cover for my family. I accidentally left off my newest child with out realizing.
Long story short we had to call an ambulance for her and when I went to claim on the 1000 dollar bill I was told by HBF she wasn't on the policy v( thought my whole family was covered) . They refused to help me out and said to bad suck eggs with the bill.
After 10yrs with HBF for my car , my wifes car and health at different times I canned them.
Dreadful customer service. Fail to honour guarantees, online quoting system misleading & inaccurate
Worst customer service I've encountered in a long time. Three emails and two phone calls were completely ignored, despite being assured the consultant in question would get back to me ASAP. I ended up having to phone a third time in addition to the two emails that were sent, plus a previous email to another consultant that went unanswered. I wasted hours with this company on the phone, on chat, sending emails trying to get some answers as to why their in-house quoting system was giving me a quote that was almost 7.5% MORE than the website's onl...ine quote...no logical or real answer (will be making formal complaint to Office of Fair Trading and Ombudsman for misleading information). I was also told (in writing) that a promotion could be retrospectively applied to my policy as I had some issues signing up on the night the promotional offer expired (as detailed in screenshots provided to HBF). When I did attempt to sign up for my policy over the phone, I was grilled as to why I hadn't taken out the policy immediately...a) because there was a huge discrepancy in the quote/s that nobody could clarify to my satisfaction and b) HBF's own consultants didn't bother replying to me in a timely fashion. Clearly not interested in new business so I've taken mine elsewhere to an insurer who is. Judging by the reviews, it's probably a good thing.
HBF = Terrible
Been member for 28 years.
Concideration for loyalty - Terrible
Customer service - Terrible
Competetive price - Terrible
Would give zero stars if I could.
My card literaly never works.
They changed what I was covered for without letting me know, tayloring a new plan just for me while covering nothing I use and discontinuing my cover for things I NEED for my comfort of life.
You would save money and get better cover using the public system.
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.
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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