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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.
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.
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.
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.
Couldnt organise a dirt up at a brewery
Called on November 12th to cancel direct debit. Recorded on your system.
Received cancellation request from Bupa on 15th November. Recorded on your system.
21st November you debit my account. Nice one HBF! nice one!
First claim in 4 years and get 9 dollars gap saver back
I have been with Hbf for more than 5 years paying 130aud monthly. Today, I decided to have my eyes checked and decided to get a new pair of glasses. My old ones full of scratches and no longer the right prescription. Total bill was 600 dollars and hbf only gave me 9 dollars back from the gap savers. My gap saver balance is about 940aud. Their trick is to cover the first item of the glasses parts. So if you're covered on the first one, you won't get covered on the lenses. Which is ridiculous. So gap saver is useless and basically fake saver. Ver...y disappointed and I definitely feel ripped off. They claimed that this is due to legislation. However, how can they cover for the frame but not the lenses. In their heart of hearts, I think this is an unfair thing to do to a loyal customer. Gutted!
Terrible Health Insurance
Staff unhelpful and rude. I found it impossible to get a straight answer regarding what will be covered. When the hospital tried to contact HBF on my behalf to get an answer they refused to disclose if I would be covered.
more than 6 years health and they asked me to transfer my car insurance to them 2 years ago that was biggest mistake
Their model is broken, intended to suck your funds away and then not let you claim any benefits. I do not recommend HBF under any circumstances.
Their customer service is also nasty, sarcastic, and unwilling to help.
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
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
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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