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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!
Tim: great experience so far
Signed up for a policy today with Tim. Very easy process, very clear and very quick. Much better experience than Medibank Private. So far, I would definitely recommend HBF over alternate providers.
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.
Helpful and Great Benefits
I moved from a policy that I had with Medibank and when I was moving the HBF staff were very helpful and so far being on this new HBF policy has proven to be a great choice.
Great service every time I've needed it
Quick to resolve any claims I've ever had, very helpful and caring when I was injured overseas needing an operation, have been with them since I was 18 and now my whole family is with them
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.
Well done HBF.
Thanks HBF, I received 140 dollars from you today, as you shared the money you saved on procedures/ops that couldn't happen due to covid. I also requested a dental refund and received more than 5 times the amount I expected as I have Gap saver. Very happy thanks.
I have been with HBF for 8 years (and my family has for 30 years ) and I have never had issues. They are affordable and easy to deal with. Would recommend.
When I called to review my plan I found the call centre staff very helpful . After a hospitalisation the billing etc was seamless, from Physio to Optical all my my encounters with HBF have been very positive.
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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