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.
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!
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!
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.
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.
HBF Think about it very carefully.
We had been with HBF for over 20 years. I needed a prostatectomy because of aggressive cancer. The latest technology was to have the surgery using the Da Vinci method. In its wisdom HBF decided they don't cover for such technology and I was forced to pay the $7000 myself. They would not contribute one dollar.
A disgusting immoral company to say the least. You are warned!!
Do not recommend, will be switching health funds
Been with HBF for approximately 2 years. Do not recommend. Every time I have tried to process a claim there is always a reason/fine print as to why they don't cover it. E.g. vaccinated by baby with Bexsero based on doctors advice, however this isn't covered under 'pharmaceutical items' which I am covered for, but is classified as a 'travel vaccine' which would require additional cover (even though this vaccine was recommended for within Australia and is not in any way for travel). Similar situation with other claims. When I have made policy cha...nges on the phone in the past, eg changing extras covered, completely incorrect changes were made to my policy. Have also had claims which were knocked back which I then had to follow up on as they were indeed correct claims. Will look elsewhere.
HBF health insurance did not honour their policy with us
They paid doctors to write reports contrary to the findings and diagnosis from our surgeon and GP.
The in-house HBF doctor never met with us.
The in-house HBF doctor is hidden behind the scenes (no names or qualifications are disclosed)
Its cheaper for HBF to re-write the facts than to pay out.
Policy not worth the paper it is written on.
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
Get an answer from our members and HBF representatives
|Other Insurance Types Offered||Car, Home and Contents, Life and Travel|
Other Health Insurance
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.