Reviewer Photos & Videos
Unhelpful and inflexible
I have been in a private hospital in New South Wales for the last two weeks with a hospital acquired infection. Having four children at home I was given the option to be discharged on IV antibiotics for further three weeks which HBF has declined . Even approached by the ombudsman for an Ex Garcia decision they flatly refused even though me being in hospital for another three weeks would cost members about $70 000. Sending me home and I have antibiotics would cost approximately $2000. I found the correspondence condescending and inflexible. I will be changing health funds as soon as I get out of hospital.
Worst insuarance company
To get through to the claims department you are put on hold for more than 2 hour . How ridiculous.
Worst health insurance ever
Customer support woeful and passive aggressive. Hicaps never works when trying to claim on extras. Custom service don't call you back
Reneged on our policy 6 months into our annual cover
We signed up for a twin singles saver in December 2017, around March this year 2018, we received a letter informing us that the policy will be changed in July 2018, with 5 cover options removed.
We haven't received any contact with regards to reimbursement for removal of these policy options, only we've been told there's nothing we can do to stop HBF from taking this action.
Its confusing too as they have informed that the ACCC approved these changes. I don't see how a company can renge whenever suits them when we laid down a yearly payme...nt for a policy which is being stripped back within 6 months of initial purchase. We won't be renewing our policy at the end of the year, this action by HBF proves they could make further changes in future to what suits them. I suggest any other Western Australian to shop around and put HBF at the bottom of your list.
As I was going away prior to 1st April increase, I went directly to the branch and paid the whole year in full on the last week in March. When I returned home from my holidays on 23 April, I checked my bank statement only to be surprised to see that my previous fund is still deducting my monthly payments. When I phoned them, they said they have not received the request from HBF and they are unable to refund me until they hear from them. I rushed into the HBF office only to learn that they have not done anything to my account and they will d...o so, This did not happen until 26 April 2018. At this time, I have not even received my Welcome Pack or my HBF Card. Last week I received a call from my previous fund offering me 6 weeks credit and I have 30 days to think about it. Today, I went into the HBF office again to inform them that I have not received My Welcome Pack and check on my transfer. I was told that they have followed up but there is nothing they can do. This is certainly not a seamless transfer I expect from HBF and there was no offer of credit whatsoever for the inconvenience caused. I cannot believe that HBF's office is in Wellington Street, Perth and yet the service is so bad. My policy todate is not set up, I can't go to a Dentist or do anything unless I pay it myself and feel very disorganised. I don't know why HBF need to have Card Issue 1, 2 etc as it is a waste of time and money to issue another card. Surely when one claims, you can see whether it is an updated policy or not and if it need be, set up a photo on the card, How long does it take to issue a card and Welcome Pack? I have certainly been inconvenienced!
Still taking out premiums after cancelling policy
I rang up to cancel my family health insurance policy and after waiting a long time finally spoke to someone and got it done. I’ve now found out the policy was not cancelled, the only change is that I’ve been removed from the policy while the wife and children are still covered.. they’ve deducted another premium in the meantime. Apparently one adult and two kids costs the same as two adults and two kids.
What a joke.
Poor communication and rude behaviour at Morley centre
I am a doctor by profession, most of my patients are with HBF. When I walked into this particular Saturday to change the address and request an another card for my wife, it was a shockable experience. The issue is, still the card did not arrive and the address has not been updated!!!!
In my opinion HBF is not coping with huge number of clients.
Worst customer experience I've had anywhere.
Following a comparison through iSelect I took out a policy with HBF - on transfer with much detail and information changing hands I selected an Extra that I didn't require - my first phone call to them - they had taken the payment of the first installment - was to ask to change one for another - the other was available to me on opening the policy. They couldn't have been less helpful or flexible to try to impress or please a new customer. And things went from there. I cancelled the policy after less than a fortnight - having processed severa...l claims - which they are obliged to pay - and then I receive an email saying there was several days between cancelling my old cover and taking up theirs - that I wasn't covered and would need to pay extra - iSelect were running that side of things and continue to assist me with the HBF issues. Truly horrible experience ever being involved with HBF
Hbf is crap! Stuffed our policy, waiting times and took unauthorised payments. Quick to take your money and give you fake promises on sign up only to not take accountability on there actions. Dealt with hbf a few years ago also, customer service and knowledge is appalling, nothing’s changed. Cancelled our policy. Will never recommend hbf to anyone
Terrible customer service and wait times
I have had to contact HBF twice in the last year, once to make a query for a patient and once to make a query regarding a motor claim. The first phone call was never answered. I was waiting on hold for over 40 minutes before I hung up. So far today I have been on hold for 25 minutes.
HBF does a lot to promote its image and I have enjoyed their Run for a Reason events. The customer service has deteriorated however, and if a cheaper option were available, I would cancel my membership straight away.
NOT TO BE TRUSTED - APPALLING CUSTOMER SERVICE WITH STAFF WHO LIE
I have been a member of HBF for 4 years and found their extra's cover to be quite good. The customer service side of things has always been appalling but I kind of let that go as I thought I had a good policy. I have just gone to use my hospital cover for the first time and had one of the worst experiences of my life.
I made numerous calls last week trying to find out what my out of pocket expenses will be for my surgery. When I originally spoke to someone on 07/02/18 they said I didn't have all the information required to be able to te...
No good, expensive, staff are rude, not helpful, covers nothing, even when paying $380 per month for a family. Cover is extremely limited. Do yourself a favour and head to Medibank.
Junk policies. Hopeless.
I was disappointed after 5 years of annual premium increases, poor value for money, dreadful customer service and what really amounts to a junk insurance policy.
HBF want a lot of your money year on year, and they force you to visit certain health care providers who they have agreements with. Should you disagree with this meddling, they'll financially disadvantage you when it comes time to lodge a claim.
Imagine a once in 20 year procedure that you might need a well-credentialed specialist for. Sorry, not on their list of preferred prov...iders - but you're welcome to visit one of the generalist health care providers who will have a real good crack at it for you.The icing on the cake is that you'll still only be out of pocket by hundreds or possibly thousands of dollars! The good news is that there are insurers who don't discriminate against health care providers, they just aren't the norm yet.
Worst health insurance ever
Shop around and save over $1000 with other providers and we cancel our policy with hbf and later next day they took more money out from our bank account been with them over 10 yrs and every year they keep on increasing the policy what a scam.
Worst Health Insurance Provider - filed claim with the Ombudsman (details included)
HBF has always done things backwards. Getting a quote for anything other than minor extras has always been a nightmare, and now it’s worse! They wont provide quotes on how much they’ll pay vs how much will be Out of Pocket. Surely that’s EXACTLY what a Health Insurance Company is supposed to do!
I called yesterday to get a quote for some upcoming surgery. I had to give the hospital name (which is a HBF Member Plus Hospital), the surgeons name and provider number, the item numbers and fees associated with all items and was told it would be s...ent to the claims department and they’d email within 48 hours. That’s always been the process. They even asked me if I wanted to upgrade to their “gap saver” program, which I declined. Today they called me to say my claim had been sent back to customer service. When I asked why, they said (and I quote) “HBF no longer gives written quotes for upcoming claims“. So, I asked the officer to walk me through it verbally so I understood what they would pay and what would be an Out of Pocket cost. Again, they said (quote): “I’m sorry. We have a new internal policy that say we cannot give benefit quotes either in writing, in person or over the phone. You will need to have your surgery, pay your excess, and then Medicare and HBF will pay their fists and you’ll be invoiced for the rest.” I was, and am, in total disbelief. What do Insurance Companies do? Surely they are mandated to provide this information? I asked to be escalated to a Team Leader or Manager and was told that [name removed] would call me back within 5 working days. I was (and still am) furious. So, I called the Department of Health. They told me to call the Private Health Insurance Ombudsman (1800 640 695) and the Australian Prudential Regulation Authority (1300 55 88 49). I’ve made a formal complaint to the Private Health Insurance Ombudsman. They were super helpful. They’ll get a senior claims officer from HBF to call me by the end of the week and will also reiterate to HBF that internal policies cannot and do not circumvent what they must provide under the commonwealth legislation. They told me to document everything and if it’s not resolved within 10 days, they will take the case on and ensure HBF complies. So - my advice. Know your rights. Be informed. Push back against insurance companies such as HBF that are trying to bully their way out of not paying. We don’t pay them large sums of money to be non-complicit. They also have a duty of care and responsibility to admit and confirm liability and coverage. Take it further if you need to. You could also take it to Social Media, your local member for Parliament and the media. Insurance companies don’t want to pay out, but their policies are binding so you should know what you’re covered for.
Twice my claims were rejected - and on one occasion it was an emergency hospital visit, so I had to get transferred! Very costly monthly payments.
Very disappointed. Do not recommend.
Customer Service is non existent
This company will not give a straight answer, and will not escalate calls through to more senior people. The staff run off a script, rather than understand how their business works. They will take 3 days to contact you back. This is the worst customer service I have seen for an Australian based business for a long time.
Worst service ever
Every time over 30mins on hold.. They will send u around in circles and try everything to not pay you. Very complicated insurance policies.
All health insurance companies especially this one need to be seriously investigated.
HBF Health: Very Unhealthy - Appalling customer service at William Street HBF office
The experience with the William Street HBF office during first month of my membership raised a number of concerns with regards to customer service.
1. Failure to provide a customer with a full list of documents required to open a health insurance account.
2. Significant delays in responding to customer communications and a lengthy, onerous resolution process.
3. Contradictory advice on what documents are required to remove a Lifetime Health Cover loading, with the branch having a different policy to the rest of HBF.
4. Breach of privacy b...
Don't waste your money
I have been a loyal HBF member for many years and i did not have an issue with them, until recently. My partner started a new job which included private health. Without my knowledge HBF cancelled my current policy which was paid forward for another month to ensure my family were covered. They also would not refund my GAP Saver which was $300+
I have had countless calls to them asking for a manager to contact me and no one would reply or get back to me. They have caused me nothing but stress and upset with this whole situation. They are a huge ...
Premiums without protection
Faithfully paid "ambulance cover" every year, found ourselves in an emergency, called an ambulance for suspected poisoning situation, really scary, was not covered and hit up for the ambulance visit, big bucks for nothing. Very deceitful wording in policy coverage and they showed no regard for our fixed income situation, might as well have said "go suck eggs, don't want to know you" because you weren't foaming at the mouth when you called the ambulance you can go bite your bottom, you won't be covered by the policy. Well, we decided not to renew and we'll drive down the hospital in our own car and pay petrol. Both st john's and Hbf as useful as a wooden eye, extremely disappointed with them both, never again!
Disgusting! Claim for my father to receive treatment for pneumonia was declined by HBF based on their reasoning that it could POSSIBLY associated to cardiac conditions. We checked the paperwork and he was even covered for most cardio excluding a few rare conditions. Amazed at how disgustingly they have bauked at a customer who has been paying over $400 per month for years. Do your loved ones a favor and stay away from HBF, lest they get stuck down with pnemonia and other readily treatable conditions only to be turned away at hospital.
all good except if you need to claim
been with them for years.time to make a hot water system claim that had water pouring out. Sorry not covered. They couldnt call me and tell me that, i had to follow up with it. I told her that i would take my several policies elsewere and she goes "thats your prerogative'..........awesome service..NOT
Leaving lost its edge.
The reason I was in hbf was the extra service we had, bedside visits by those lovely lady's that would help you with everything and I was able to go through my policy with them, they would offer me advice on how to cut costs and give me piece of mind, also they are going to cut out the branches and stop the fun run! I was willing to pay but extra but not anymore goodbye.
Declined to cover surgery after agreeing
I took out Comprehensive Visitor Healthcover for my Mum who was on holiday from Zimbabwe with HBF as I have been doing over the years.
After 4 months on holiday in Perth and covered she required surgery to remove her thyroid and I was told that this would be covered. I booked the surgery and on the day I was told by St John of God Murdoch Hospital that HBF have declined to cover this as they believe this to be a pre existing condition dispite evidence that this was untrue as my Mum had undergone a full medical check by a selected Doctor appoi...
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.