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Medibank is cheaper, with more comprehensive cover - hcf is by far the worst private health insurer ever!!!!
Repeatedly delayed hospital admissions and never called back, stating that they were changing over computer systems.
Took weeks to confirm the level of cover with my previous private health insurer on 3 seperate occasions, so messed up multiple admissions and had I had to rebook, causing significant pain and extended medical issues.
Staff member [Name Removed] stated during the sign up call that I had $650 worth of major dental to use in the cover they were signing me up to but then HCF refused to cover a mouthguard under major dental.
Need to go to hospital and they are refusing to cover it. Also was paying over $500/month.
Need to go to hospital and they are refusing to cover it. Also was paying over $500/month for more than 6months before they admitted I didn’t need all that cover.
Changed to HCF from Bupa, when I Changed over HCF had a flybuys points offer, after my HCF insurance started I received a letter from them stating I would start receiving my flybuys points once I had been a paid member for 4 months this was in 2020 I forget which month I Changed over but it was early 2020, I still haven't received a single flybuys point its now almost May 2021, I called HCF many times as well as flybuys to keep being told I will get the points its delayed due to covid 19( how convenient everything is blamed on covid 19) I'm looking at going back to Bupa, they also are not calling me by my name and my name is wrong on my membership card its cut short which is actually insulting, not happy with HCF
Useless customer service
HCF was an excellent health fund until COVID hit. Since then they have hit rock bottom. For eg our premiums were to drop due to age increase. They kept taking out the higher amount for nearly 3 months blaming it on a new computer system. No body was able to fix it until we were on holiday in northern NSW, where I called into the branch at Lismore & they were very helpful. Got it sorted, even though they got frustrated dealing with their office & it still took them several weeks to get the problem fixed. Even when we got home from holidays had t...o go to the Marion branch. That manager there is so rude to the point that she told me there is nothing we can do & if you are not happy go to another health fund & I will be more than happy to cancel your health insurance with us right now. At the moment having to get a claim sorted out which they have paid the benefits incorrectly. Wanting to only pay for 1 free dental check instead of 2, which is what we are entitled to as stated on our policy.
Avoid At All Cost
Member for a decade and had policy cancelled unknowingly without even a phone call (emails went to junk mail). "We don't make phone calls due to large number of members"
2months waiting period can not be waived, doesn't match to Flybuys promotion
Just signed up through Flybuys - 2month waiting period can be waived when join before 30April 2021. Called HCF customer service to confirm. They told me that it has to be join hospital & extra. What a joke.
If I could give 0 stars I would.
I have been with HCF for over 10 years. No health issues until a recent cancer diagnosis. No problem, thank goodness I kept up with my health insurance...umm not so much.
Worst customer service ever. If you ever can get through (30 mins+ on hold) they are incredibly rude and talk to you as if you are stupid. They have had me in tears on more than one occasion. They are dealing with sick, vulnerable people. Do they not undergo some kind of sensitivity training??
The amount I have got back is negligible in comparison to premiums paid.
I am in WA and they do not have a single gynecological oncologist in the entire state.
I am furious that I am stuck with them for now.
I have been with hcf since 1993. So disappointed...again with them. I will be moving from them, once they pay what I'm due to be paid. Terrible service also.
Don't try to get a income insurance claim paid unless you want to wait 1 month and still chasing the payment. Just about to report hcf to the Australian financial consumer commission. Have had to chase over 8 times now. They owe the money but won't pay it up. So much for suffering with cancer for 12mths and then have this to deal with .one woman on the phone told me I had to wait as it's alot of money. I was in cancer treatment at the time of the call. I have been made to be like I don't matter and you should just wait. Don't go with hcf.
HCF Service Gone Down
I made a claim to HCF after I had my ears checked and cleaned at a clinic with a registered nurse.
Then I sent claim in and after weeks advised that I need an original receipt. (not just eftpos docket)
I then wrote to the ear cleaning company and received a proper receipt then finally HCF wrote back to say that I cannot claim on this item.
The whole process took months and a great waste of time.
I have been with HCF for many years however I am considering to change as I feel their customer service has gone down.
Very high increase this year
Switch to them 2 years ago. First premium $188 next increase $5 and next $15 what is around 8% to $213 per forthright. After I contacted them and ask why my increase is 8% I got the usual that everything is going up! Remove knee replacement and other options from your policy and you will pay less but my question is what will be left on my policy? Close to nothing!
HOW TO WASTE HOURS WAITING TO RESOLVE A MATTER WITH HCF
I was contacted by ISelect to compare my increased rate with my current Insurer. After going through what I was led to believe was the new rate applicable 1 April 2021, I changed to HCF. The Welcome to HCF email (dated 23 February 2021) stated "Your payment of $441.40 will be due on 15 March 2021. This will cover the period from 10 March 2021 until subsequent payment date. Your regular Monthly payments of $367.85 will start on subsequent payment date." Now HCF advises that my Monthly payment will be increased to $400+ effective subsequent payment date. Who is at fault here - ISelect or HCF?
I WANTED TO SIGN UP BUT THEY WERE SO SO RUDE!
I tried to speak thru Chat and the guy had no idea - didn't read what I wanted, asked me the same questions over and over again, I ended up saying "I just put it in here" and "I just said that", so many times I gave up. Then I rang to sign up and got a guy who didn't give a hoot that I was interested. While he was talking I was also doing it on line, in the end he came up with a figure $600 more than mine, I asked "What am i missing here, why am I getting this online?" and he said, "No, ignore that, I'm just giving you the figures I have with m...e here", and turned out when he gave me the quotes, there was the figure I had originally, and it was the one I had assumed with excess. All he had to say was "Oh, that's with excess of $500" and be polite. He was so rude. What the? Is it because they have all these customers and figures and $ from all of us that they don't care, do what they want to and just get bad stars now? O M G.
Will never use HCF again
I have taken overseas visitor health cover for my parents and paid the premium every month on time. During my parent's visit, my mom was admitted in hospital and I have paid all the expenses from my pocket. After I have lodged about 4 claims, they have paid 3 claims and for the forth claim when I called them, they said I need authorization from the member. I explained the girl that I already have filled authorization form in the past and always spoke to claim department because my parents can't communicate due to language barrier. The girl said...that she can't find any authorization and she can't speak to me. I informed her that I am the one who always speak to your department and you are the first one asking for authorization, while it's been done in the past. She didn't listen and I had to cancel my policy because my parents already left the country. I didn't get paid the claim which was big amount and I had to forget that money. Will never ever use HCF again.
Reward for members
HCF is promoting health by rewarding new members with bonus Flybys points. Points for joining and extra points for fresh fruit and veg. What a load of rubbish! This is about money not health. Reward ALL members including your long term loyal ones if it’s about good health promotion
Appalling services !
Saw dentist at George Street Sydney 12 March 2021; shocking manners appalling service. Asked staff to speak to their centre manager afterwards, was told their manager was there but could not see customers for feedbacks / complaints. She asked me to send email. HCF website clearly states that complaints can be made in person. Called HCF about the whole saga; staff said centre staff should have addressed my concerns in person while I was there and asked me to email complaints to them including the original one about the dentist and later staff wo...uld not address issues with centre manager on-site. She asked me to wait so that she could find me the correct email address to write to. After about 20 mins she asked me to lodge my concerns at the HCF website complaints section. It seems they're trying to wear you down so that it's just simply too much efforts to complain about them. It'd have taken the centre manager about 2 minutes to address my concerns. I've been with HCF for 25 years. Shame on you HCF!
Good health coverage and returns.
Recently had a $310 dental bill and HCF covered 100% of the bill which is amazing and mind you I can claim it twice a year. My previous Heath fund ‘Police health’ doesn’t offer any rewards to its customers nor offer 100% no gap to certain claims. Thanks HCF.
Poor customer service
I have been with HCF for many years. I am currently based overseas and impacted by COVID travel restrictions I have been trying to reactivate a suspended membership for over 6 months as I will return to Australia now. No answer has been received to e mails since Jan 2021 despite being advised to contact HCF when I will travel. After attempts to contact HCF by phone my call dropped out after 20 minutes. This is really one of the worst experiences of customer service I have had. Truly appalling
Short term with HCF
It was a gold membership but no one from the sales team valued me as a customer. I have to switch back to my previous provider. Customer service really disappointing. Goodbye!
Don't rely on customer service
I have been trying for several days to contact HCF so that I can change my payment details. So far I haven't been able to reach a customer service agent to change my payment details after 4 attempts. The latest time today, I was placed in a queue. After being told umpteen times that my call will be answered shortly, the call abruptly dropped out after 20 minutes of listening to their product spiels and reassurances that my call is going to be answered shortly.
Hopeless. I don't know I can change my payment details, as this can't be done through the member portal.
Try updating your details by phone, you will need a spare hour on hold minimum, won’t allow to update online.
I moved house and had to update my address, I was on hold for at least 30min, I then changed my debit card and needed to update my payment details, on hold this morning for 25min then hung up as I didn’t have time to keep waiting, I tried again later in the day, on hold again for 25min. I tried to update both things online and it wouldn’t accept it, tells me to phone, I’ve been with HCF since 2009 and this is not acceptable :(
Questions & Answers
Hi i took out hcf 3rd May 2020 I'm booked in for surgery 28th may 2021 have I waited long enough thanks in advance
Does HCF cover breast implant removal and replacememt if previous ones are ruptured or damaged?
I have spoken to two of your representatives in the past two weeks. I have had 2 visits to the dentist in the past 18 months. Usually I claim through HiCaps and am reimbursed immediately. Well that didn’t happen so I am hundreds of dollars out of pocket and am still waiting for reimbursement for well over a month now. My direct debit still works as you are taking my monthly payments. I would like to know when reimbursement will take place....
Go back to your dentist or check if they tried to claim. If not paid ask why. Once you have all the info, make sure you have the facts and figures and then approach HCF. Just be aware that it could take hours or a couple of days to get through and you may not get answers. I went to the complaints dept, sent a message via messenger to get results good luck you will need time and patience, both of mine ran out eventually, I’ve transferred to another fund, too many hassles with customer service and claims process.
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