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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
Long Term Customer with 6 polices
I recently called to question why a competitor was $500 cheaper in Car Insurance -absolutely useless , we dont price maqtch and its the underwriters . I pay $1250 for a small SUV where the competitor is just under $700.00 . It now will force me to review my wifes car , Landlord insurance and Home Insurance x 2 Properties , Health Insurance. I reckon i can save a clear $2000 by switching and getting a few better deals and happy to maintain my direct debits with multiples . One other gripe was after over 20 years with HBF i have had my so called...loyalty discount removed to line their silk wallets ... over it HBF . to cap it all i go to my dentist and ohh sorry we have been removed as a prefered provider , obviously too many claims from them so i lose again and have to pay exorbitant costs and pay a larger gap in the process for basic medical services. Bye HBF .....
HBF did not refund my claims on my Bank account as they used to do.
The cash got transfered on another bank account and now I need to deal with it.
Useless service and useless company
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!!
Terrible Customer Service
Experience with HBF customer service was terrible. Not only was on hold on multiple occasions (phone call took 42 mins) I was unable to receive the information I required. Originally told that the information will be provided within 13 days of submitting the enquiry, upon follow up I was told they cannot provide now. Had I not rang back, I would still be waiting without any notification from HBF. I've held my policy with HBF for over 10 years virtually without a claim and they cannot simply provide customer service when required!
Warning: Worst Health Fund
After my direct debit was declined HBF sent emails to my old work address and because there was no reply they cancelled my health fund without telling me. When I asked why they didn't ring me they simply replied they didn't think of it because they'd emailed me. What if i needed urgent hospital cover or something serious?? I can not believe my "trusted health fund" who I put my health in the hands of, didn't think to call me on the phone to let me know they could no longer debit my account? They couldn't even explain why as there was funds in there. Absolute joke. Worst customer service and zero common sense. Happy to be moving to another health fund who i can trust with something as serious as my health.
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.
Been with HBF for years and have never made a claim. You ask one tiny favour or a show of good faith and it's not even considered. WARNING DO NOT GO AHEAD WITH HBF!
Terrible customer service and incorrect set up of policy
My husband and I had been with HBF for a few years. Everything was fine until we decided to change to a family policy.
We had a baby not long ago, so we thought will be easy just to set up a new policy that includes the baby considering that we both are members of HBF( should be a straightforward precess) but it has been A DISASTER. I called them mid-MARCH this year to get my new policy set up and it didn't happen until 17th of April and to top off they didn't include the baby on the policy!! So what was the point of my calling them several ti...
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.
By far the worst experience I’ve ever had, PERIOD.
Took more than 50+ phone calls, multiple times a day, everyday (excluding weekends) and over the course of 3 months to get 1 simple quote for surgery under medical circumstances. Had to take almost 2 months off work & they just keep lying about the fact why they’re not allowed to give you a quote? I’ve never been so frustrated in my life and at one point started crying over how frustrating this company was. I felt like they were playing a sick joke on me and I’ve never been so disappointed with an organisation like this before. I would never recommend. Even evil people probably still don’t deserve this. This is just a horrible place.
was on the hospital + essentials young saver plan or something its all changed now prices got up all the time. went to the hospital once had to see a E.N.T doctor huge gaps in the cover doctors have booking fees of like $250 per visit medicare is covering more than they are been with them for 7 years +
who are these people that are making the fees go up why are massages covered and not pharmacy and doctor booking fees not covered next year it will go up again the basic and bronze cover is rubbish gold is the only one that could be worth it
My oarents have been a member since 1970s. They have paid thousands of dollars. Then they went on pension. Moved south, changed address.I let hbf know my parents changed address. Only to find out myself (went to a outlet) that they couldn't debit my parents card. Hbf didnot bother to send them a letter. (my parents are old ,and dont about emails). We tried to solve the issue. But had to pay like $1000+ first just to continue the membership. Mum was really disappointed. Mum said all those years she and dad hardly use their membership.Only took ...it coz it was offered to dad via mining company back in the 70s.....Hbf has taken 1000s of dollars.And cant have any sympathy for long time members. Dont ever go with hbf they just want your money they dont care about their members.
Gapsaver not what its cracked to be if you leave
We have been paying the highest amount of gapsaver with HBF to create a bank for upcoming dental expenses. We've accumulated about $1000 of our own money. Recently we had to close our account because my husband has a health policy through his new job. When I questioned why my gapsaver wasn't refunded, I was told that it's not possible and I should have read the disclosure statement. When they sold me this scheme, there was absolutely no mention of this if we decided to leave. They told me that they will go back 2 years and use up as much of it...for me as possible. I've already claimed what I could using the gapsaver so looks like our hard earned money is lost forever. So just a warning to everyone about Gapsaver, don't let it build up too much because if you leave, there's no refund. Also pays to read the fine print, which they should tell you about during the sale. Furthermore, HBF have really cut back on their claim amounts so I'd be doing some shopping around. We have been with them for 20 years and this is the thank you!!!
Making a phone call at 6.45am this morning has led to more frustration after dealing with a staff member. This lady who I have the name of, simply did not want to help me in anyway. I was asking questions and she was condescending and non caring. It costs nothing to give the customer the information they need to know. I will have to call back again with the hope that I can get the information that I need with some consideration given to me.
Misleading, uncaring, staff who don't do their job
Warning to customers or potential customers, do NOT trust this health insurer and do NOT trust any of their staff to ever act in the best interests of you. My own experiences have proven that this health insurer cannot be trusted and that their staff not only mislead you, they talk down to you, become condescending and don't to anything to try to assist with cover at all!!!
On top of this, they don't truly care about your health nor the mistakes their employees make and stand behind rubbish like "we have no evidence of a conversation in a bran...ch", "we have no documentation about a mistake an employee makes". So, basically, if not documented, they dismiss you and, directly or indirectly, label you a liar - this has happened to me on multiple occasions now. Beware!! These guys are useless and will not care for you or your family.
Ill be running from hbf for a reason
Im not going into details on this site because i think i would run out of space but i will say this.
I have been a long time member with hbf and now i feel like they dont know whats going on and im just being fed mis information because it feels like everyone i talk to at hbf had there own answer to my problems and nothing is solved.
Anything that cannot be questioned, is unquestionably a lie.
I have been with HBF for well over 12 years, I was happy with the original product $46 per month, but they continually add extras to raise your premium (eg. comprehensive cover for ambulance) and each time I sit down and review my cover it is very hard to understand what I am covered for. The latest cover update has the usual increased premium and loss of valued cover options but best of all I am now covered for "Miscarriage and termination of pregnancy post 20 weeks gestation,+ Female and male sterility reversal." Great to know for a 52 year ...old male. For the name of the Plan, take your pic even that gets changed regularly. Last month I had the rare opportunity to place a claim ( I have not seen my doc for over 2 years) for the excess on a new pair of glasses but my $500 Gap saver amount I have accumulated over the years was not applied even when I asked it to be applied, today in garden city offices when I asked what it was for if I can't use it, I got a very vague answer that it is still there for next time. Every random possible claim question I asked today ( am I covered for eye lens change, joint replacement etc) the lady attending me went through a door and on her return a few minutes later I got a stuttered answer of " I am not sure, do you know what the number is for this procedure?" After all this effort I have no idea what I am covered for, but know that if I don't pay for it I will get a tax penalty anyway.
Check your 2019 extra's cover - policy benefits have decreased - no need to put up with their appall
I was a member of HBF for over 5 years. I have never had a good experience with claims or customer service but I thought I had a good policy, hence why I stayed with them for so long. I received my new policy in November for 2019 and at first glance, it looked like they had made some improvements. Despite the annual amounts for physio & chiro decreasing, the amounts I could claim back per visit had increased - this was a positive. For some reason although osteo and chiro are combined they didn't increase the cover for Osteo - Go figure?
Pick up the phone
It's nearly impossible to get in touch with them if you have a claim. Waiting on hold every other day for 30 min before I give up and go to work. When I asked if they have an office where I can go and talk to someone, they said no, even the people answering the phone are based overseas. Shocking customer service!!
HBF do not meet their obligation in providing health cover. They delay support by blaming surgeons,
In a time where we needed HBFs assistance most (the first time). I encountered the nightmare that is HBF.
HBF are effective at moving the goalposts and delaying any offer of assistance in supporting their members.
* They have told me that the report the GP has written is too brief in information in his report.
*They have told me the surgeons speak too fast for them to understand them.
* They tell me i cant get an official response because of power issues they are having.
* They tell me reports are being held up by thunderstorms.
* They tell me the government are slowing them down with 30 day lead times on freedom of information requests.
Not a very good insurance company
One year I got nothing refund Bec of thenew policy I didn’t recieve they said I can’t do nothing about it hopeless people and you can’t really with them.
Terrible customer service. They pretend to transfer you to other departments and automatically hang
Terrible customer service. They pretend to transfer you to other departments and automatically hang up. If you leave a voice message to have them call back, they still do not call back. I am not happy.
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