59 questions from our users
I have purchased a CPAP machine on my doctors recommendation. I have submitted the documentation with a claim form seven times now. Five by iphone photo, which had a problem in focus, one by snail mail and two submissions by email with attached files. This has been going on since May 2017, and I still don't have a response. Do I have to submit this in person at a HCF branch? Help. Regards, Ian Boyle
Dear Ian, apologies for the delay getting back to you. We are sorry to hear about your experience and hope this has been sorted out for you? If not our Member Care will be more than happy to assist you with this. Please give them a call on 13 13 34. Kind regards, Rosannah
My GP has recommended I have a breast reduction due to indentations in my shoulders, neck pain and rashes . With the referral I am hoping to claim part of the procedure with Medicare. I have multicover with HCF and was wondering if any of the procedure is claimable i: hospital , anesthetist , hospital etc.
Hi Shellbell, Thanks for getting in touch. We would recommend that you contact us on 13 13 34 with a medicare item number provided to you by your doctor, so that our trained staff will be able to undertake a hospital eligibility check and confirm whether or not are covered. If the procedure isn't recognised by Medicare and is deemed to be cosmetic, under such circumstances health insurers do not pay benefits for these procedures or the hospital costs associated with them. Hope that assists, Michelle
what are the varied government rebates not shown on new premium rates that you recently sent out, so we can verify the calculation re 3.65% increase, you have shown this past years under "CHANGES TO YOUR REBATE", the wife and I are oldies 4 years apart ,on the aged and carer's pension and members since 2000, so now our combined premiums total $425.75 (= 98.33 pw), so decisions may have to be made. Thanking you in anticipation of an asap response. Kind regards Phil
Hi Phil, Thanks for getting in touch. Can you please call us on 13 13 34 and our reps will be able to talk you through your premium and rebates. Kindly, Michelle
Please advise what general extras covers membership no.?
Hi Sammy, Thanks for getting in touch. We have many different extras plans, if you can call us on 13 13 34, we'd happy to talk through cover options with you. Kindly, Michelle
I am looking at changing health insurers. I am currently with Medibank. I have been with them for over 18 years. do i need to wait the 12 month waiting period if i roll over to HCF? I dont think it s fair if i do, paying so much premiums and needing to wait is ludicrous. its not like im joining for 12 months before i have a baby which a lot of women do!!! ive had cover for 18 years!!!!! I think waiting lists should be waived for me, If not waived am not moving ill stay with medi crap!
Hi Kateben, Thanks for getting in touch. If you’re transferring from another health fund, waiting periods may be waived for the services that were covered under your previous policy – provided your HCF cover includes the same benefits and you’ve served the equivalent waiting periods with your previous fund. If you can call us on 13 13 34, one of our friendly reps will be able to confirm with you. Kindly, Michelle
I'd like to know if anyone has made a claim on the free Fit and Free travel insurance for older members up to 75? I have a trip to the USA and Mexico planned, and don't know whether this free insurance will be adequate in case of emergency. I'm in good health... but that's what insurance is for!
Hi Nico, Thanks for the question. We would recommend you call AIG directly and have a quick chat with them on 1800 358 374 as Fit and Free is a closed product http://www.hcf.com.au/get-more-info/ Kindly, Michelle
Hi, would a breast reduction be covered under insurance for practical purposes ie I suffer from back pain which makes it hard for me as I am on my feet at work for a number of hours a day and also experience back pain when I work out?
Hi Jessie, Thanks for the question and we're sorry to hear that you are suffering from back pain. We would recommend that you contact us on 13 13 34 with a Medicare Item number provided to you by your doctor, so that our trained staff will be able to undertake a hospital eligibility check and confirm whether or not you will be covered for the procedure. If the procedure is deemed to be cosmetic and not recognised by Medicare, under such circumstances health insurers do not pay benefits for these procedures or the hospital costs associated with them. Hope that assists, Michelle
Is it possible to add my partner to my cover if he isnt on my medicare card yet??? What are the guidelines for this to occur??
Hi Rachel, Thanks for the question. It is possible to add your partner if he is not on your medicare card. If you'd like to add your partner to your membership, you'll be able to do so by calling us on 13 13 34. Hope that assists, Michelle
If I canceled my fund early last year . And I have become a couple now and rejoining hcf on my partners policy as a couple do I have to wait the waiting periods again?
Hi Willow, Thank you for the question. Members are required to serve all applicable waiting periods if they re-join after a gap in cover. There are no concessions for this. Kindly, Michelle
Hi HCF I just upgraded my membership to platinum extras as I am an existing member for many years now but after reading this reviews I'm worried that on of my claims to be refused even though it been mentioned on my cover such as prescriptions or dental services, during my chat with a customer service he told me I will be covered for few things on dental but when I called back to double check the customer service said I was only covered for 2 check ups and 2 clean up? That what made me search for people's reviews to check if something like this happened before! Can you please confirm what we exactly covered for before signing up for extra pay.
Hi Niki, Thanks for the question. Can you please send your membership number to email@example.com so we can take a look at what has happened during your upgrade? Kindly, Michelle
i am currently with Medibank and serving waiting period for knee replacement surgery. It is something I knew would be needing so I increased my insurance this year. My 12 month wait period expires in May next year. Can you please confirm that you will recognise the wait time I have already served, and I will still be eligible for the surgery in May if I choose the cover that corresponds on one of your policies. Can you please confirm that I won't need to wait 12 months again from time of change, and also that because it is a know pre existing condition that I will infact be covered. The surgery I am talking about is knee replacements. thank you.
Hi Erin, Thank you for the question. You are correct, continuity of cover will be granted and you will not be required to serve the waiting period again, provided your HCF cover includes the same benefits as your previous cover and you have served the equivalent waiting periods with your previous fund. Kindly, Michelle
Hi, is it possible to be covered for breast reduction under private health with hcf is you have top coverage?
Hi Kalia, Thanks for the question. We recommend that you contact us on 13 13 34 with a Medicare Item number provided to you by your doctor, so that our trained staff will be able to undertake a hospital eligibility check and confirm whether or not you will be covered for the procedure. If the procedure is deemed to be cosmetic and not recognised by Medicare, under such circumstances health insurers do not pay benefits for these procedures or the hospital costs associated with them. Hope this helps, Michelle
Hi, I have been with HCF since I was born so 33 years and found out today that I am on a cover, which apparently does not include gastric sleeve surgery which I intend to do in Jan. If I pay for my HCF 12 months in advance at top cover will that then cover the surgery in Jan?
Hi Lea, Thanks for the question. Waiting periods are applied equally to new members joining or existing members upgrading, regardless of paying in advance. Hope that assists, Michelle
I am thinking of changing health funds and the broker has suggested HCF but cant tell me if a Basic Hospital 250 excess policy will cover me if i need to have day surgery to remove skin cancers eg BCC. The broker said if its not in the exclusions i would be covered if a medicare benefit is payable. Sounds ok, but is the proceedure covered, yes or no? Just Wondering
Hi there, Thanks for the question. Skin cancer removal is not an Exclusion or Minimum Benefit on HCF’s covers. So, as long as there’s a Medicare Benefits Schedule fee for the procedure and you’re admitted to hospital (including day surgeries) for the procedure then HCF pays a benefit. If you’re transferring from another fund though, to receive immediate cover from us you need to be covered under your current cover and have satisfied waiting periods, otherwise you will still need to serve a waiting period for this treatment with HCF. Kind regards, Michelle
What type of health issues will allow you to acess the gym membership rebate on hcf? Getting your Dr to confirm mental health beneftits which include increased self esteem, reduce isolation, help motivation, participation and promote healthy lifestyle. Promote weight loss. If this was on the gym applicaion fotm would it be eligible for the gym subsidy?
Hi Tom, If the doctor or medical specialist recommends a form of exercise due to your medical condition, then we would assess your claim. Hope that helps. Kind regards, Michelle
You guys used to do Health Dollars but I'm now longer receiving this as the customer service rep I spoke to said it's no longer an option. Is there anything else that replaces this & why has it now ceased?
Hi NIcm, Health dollars were a part of a loyalty program with the former Manchester Unity products. Depending on your level of cover, we now have alternate loyalty benefits. For example, our gold and platinum extras have loyalty limits> https://www.hcf.com.au/insurance/health/private-healthcare-explained/getting-loyalty-benefits Kind regards, Michelle
I was about to switch to HCF, but reading the reviews prove that it may be a harrowing experience. Does HCF has any good reviews at all?
Hi Venu, Thanks for your question, it's an interesting one and speaks to the nature of social media and the complexity of private health insurance. We service 1.5 million members across Australia and naturally from time to time there will be conflicts of expectation. Social media is the easiest way to give voice to opinions and so we try our hardest to answer any questions or resolve any feedback that come through to us on any channel such as Facebook and Twitter (such as this one). Because of privacy, we will often take these questions offline and you generally won't see the results of happy customers because their questions/feedback are resolved internally. I hope that explains somewhat how this works and why you will see the ratio of negative to positive comments on private health insurance channels might look somewhat skewed as a public facing channel. Kind regards, MichelleI have to admit that all the NEGATIVE reviews I have read tonight have really scared me off!!! At this stage I will stick with my old Insurance company... too much bad blood here!
Hi I posted my claim forms 3 weeks ago and was wondering how long before i will receive payment?
Hi Fee, If you can send through your membership number to firstname.lastname@example.org we can check on this for you. Kind regards, Michelle
Hi was wondering?? I have just had a Biopsy on my breast from a mammogram. The question put to me is do I want to go Private of Public. I'm worried that I wont be covered with HCF even though we have been in HCF for over 12 years and have the top cover. Could you inform me on this
Hi Kodo, Thanks for your query and I hope everything is okay. Can you send your membership number and best contact to email@example.com and we'll have a rep call you back to discuss what you're covered for. Kind regards, Michelle