Touch and go
As a long term member it is increasingly difficult to justify remaining loyal. Price increases every year and above the average, excess introduced and customer service that’s touch and go. I had to organise my daughters insurance and spoke with Lisa a few years ago and she was lovely, and then it was one mistake after another. The poor girl was calling me to apologise and to her credit took ownership for mistakes that I have no doubt weren’t hers. Then I received a gift pack, thanks but a towel and bag don’t mean anything. We’re on top cover, a...s are our children. My daughter wanted to update her payment details, yet she couldn’t. You can’t update your credit card online? How can I encourage my children to continue their private health insurance when they complain about hanging on the phone? They don’t claim and don’t see the value of it. It’s ridiculous. She called, waited too long and hung up. I gave her Lisa’s direct number and guess what HIF? She spoke to her and said ‘Mum she was cool. Sorted in 5mins and she gave me some tips.’ I’ve referred friends to HIF and I don’t know if I will again. They had a below average experience. Another problem - the promotion offered was declined, another phone call, hospitalisation was declined when they went to claim due to an internal ‘error’. Another excuse offered. Again, I shared Lisa’s direct contact details and it was resolved with compassion and empathy. Why do we get one level of service through one staff member and a different one through others?
I can't be more thankful!
I was with them from early 2011 till 2013 on overseas visitor hospital cover. My wife joined a few month later.
11 month after my wife joining HIF our first child was born and needed intensive care, and hospital costs came to about 20k. Due to her not having completed 12 month waiting period HIF first declined to cover these costs. However after I mentioned that they have earlier had told me over the phone that it would be covered (wrongly assuming me and my wife joined at the same time), they quickly (within hour) investigated the recorded calls and told me they will accept the claim.
We were of course over the moon! That time 20k was hell lot of money that we didn't have.
Belated thanks to HIF!
Just simply avoid them at all costs
Poor customer service.
Been a loyal customer for 5 years.
Membership was cancelled due to credit card being compromised. Was busy completely forgot to update my payment details until i received an email from them advise membership cancelled. Call them to sort thing out and they said i can't payback the owing amount, membership already cancelled cannot be reinstate. Forcing me to rejoin on a new policy and having to reserve my waiting period again.
Just avoid them please. Very disappointed.
- Verified customer
A very happy HIF member.
I’ve been a HIF member for over 10 years now and I couldn’t be happier with them. During that time, I’ve had three day admissions to hospital and my husband’s had one, and HIF has always taken care of everything without question.
On the extras side, I regularly compare our ‘Super Options’ extras cover with other funds but haven’t been able to beat it for price and coverage yet. My husband and I each claim $350 on glasses/sunnies/contacts every year, and they also have an extra discount arrangement with Specsavers and a few other optical store...s, so that brings any remaining costs down even further. We also claim a lot on dental each year and our dentist raves about HIF - they reckon they’re the best in the business. HIF’s $400 pharmacy annual limit is great for me too as I regularly have to claim for a particular medication so I always max that out each year. And it was good to see that HIF also improved their osteo rebates recently, as I use that quite often. In terms of customer service, I’ve always found all of HIF’s reps to be friendly, well trained and very knowledgeable. If I ever need to call them, I’m usually only on hold for a couple of minutes before someone answers (very different to most service providers!), and HIF’s social media team are outstanding too. They’re super helpful and always resolve my queries quickly and professionally - I honestly couldn’t fault them. Having just read some of the other reviews on here, it’s disappointing to see that even when HIF responds to complaints and resolves the issues, most reviewers don’t update their initial star ratings and comments to reflect that (credit where credit’s due and all that!). But again, it’s good to see that HIF takes every review seriously. Personally, I’ve always been made to feel like a valued member rather than just another policy number, and I like that HIF are not-for-profit and carbon neutral too - I think it says a lot about their focus on customers instead of shareholders. Oh, and the member rewards program is fantastic! I’ve referred heaps of friends over the years, and to say thank you, HIF sends me a $70 gift card for each one that joins up. Such a great idea! So thank you, HIF. Five stars from me! :) PS - LOVE Hif the dog!
Unethical and poor customer service
I have been a long term member of HIF and alike many believed (hoped) they had my families best interests at heart.
After reviewing my policy this year, I found that my the original policy I signed up for was obsolete and that they had removed major treatments and services from my policy without my consent whilst increasing my annual premiums...
When speaking to the customer service representative, I was advised of the above and that I needed to upgrade to a superior (and more costly) policy to gain the same amount of cover I previously held....I received an formal updated quote for a monthly premium which I accepted. Upon submission I then received an email saying that my policy had been processed at the ‘fortnightly‘ premium effectively doubling the quoted rate (without any discussion with me !) with would be processed within 7 days if they hadn’t heard from me... When I questioned the discrepancy, I was later told that the rate was incorrect and it was for a fortnightly premium and the rate had doubled ! I have found HIF to be unprofessional and unethical and will never deal with this organisation again !
Dishonest and keep your money
I rang HIF on 31 March to cancel my health insurance policy, with an effective cancel date of 4 April. On 5 April I found that HIF had charged my credit card for another month's insurance. I rang HIF and they assured me a refund would be issued on my card for the month's insurance within a week. It is now 20 April and I have yet to receive a refund.
It's not bad enough that HIF charged my card after I cancelled, but now they are holding on to the funds. It should not take more than 2 weeks to issue a refund! Very poor service and outdated processes. They still haven't implemented the ability to change payment methods on their online portal.
Left HIF after many years
Began with HIF in 1976 but recent events have disappointed me with their lack of integrity and service. Received a letter to say that due to a postage error HIF our personal details had been compromised. Rang call centre to get more info....very abrupt and dismissive operator. Asked to speak to team leader....couldn’t connect told the TL would call back...didn’t. Through iSelect compared covers and have now joined NIB and saved nearly $1400 per year.
Customer Service :(
I'm hesitant to write a negative reviews because I believe strongly in dealing with the company directly. However, in this instance I have emailed HIF three times in the last ten days and have not received a response!
I purchased the Premium Extras product from HIF many years ago on the basis that they offered the Best Doctors Second Opinion (I paid a significant premium in doing so!).
Recently, when seeking a second opinion, Best Doctors called HIF to check my eligibility and were told by HIF that I was ineligible due to not having an acc...ompanying hospital policy. This is in contradistinction to HIF's very own website advertising! I've now waited +3 weeks for a significant health issue that could have been resolved much quicker had HIF's customer service followed up with me in the appropriate time frame.
- Verified customer
Glad I made the switch
Up until recently, I was with another insurer and paying a very high premium. I recently switched to HIF and while I slightly lowered my cover, I have managed to save a lot of money and still be covered for the things I need. I signed up over the phone and the salesperson, Gavin, was friendly and knowledgeable and made everything easy for me to understand (I'm a bit of a technophobe!). So far I'm very happy with the service and the benefits I've received for my optical and dental claims. I'm glad I've made the switch.
- Verified customer
HIF saved me $$$ at the dentist
I went to the dentist for a check up and clean. I had only recently moved over to HIF and wasn't exactly sure how much they would cover. I was pleasantly surprised that they covered a huge chunk of the amount. I was really impressed and glad I made the move.
Policy claims to "cover" certain things with a "choice of surgeon" but when it comes to the event, there's misleading fine-print at every turn.
eg. The list of "Access Gap" surgeons includes a cheeky easy-to-miss word in the fine print "MAY"... in context: the following surgeons "MAY" participate in the no-gap program.
OF COURSE HARDLY ANY OF THEM DO. What good is a list of surgeons that MIGHT offer no gap treatment??? It's completely misleading, and gives the false impression that HiF will pay for surgeries with professors / experienced surg...eons. My "covered" tonsillectomy cost me around $2,000, HiF kicked in $293 with a $200 excess... ie. $93. Great. Then they refused to cover the hospital's $65 "private room" fee, even though I never requested one. What a rort.
I have been with HIF for almost 6 years now and have always been extremely happy with the level of service provided. My main reason for choosing them was due to upcoming orthodontic treatment and jaw surgery. I spent some time researching different policies, with very mixed results. Some companies provided very limited information, some just issued blanket Product Disclosure Statements with little or no specific guidance, and one just point blank refused to insure me based on the fact that it was a pre-existing condition. HIF, however, attentiv...ely responded to all of my emails and calls and produced itemised quotes based on the treatment plan. It was an obvious choice. Fast forward a number of years and having completed my treatment plan, I am extremely happy with the level of service I have received. Jaw surgery can be a fairly daunting experience but knowing exactly what you are covered for, what benefits you will receive, and any out of pocket costs you may incur, takes away a lot of the stress beforehand. HIF's support in this regard was excellent and certain costs such as hospital and anaesthetist costs are covered without the patient having to do anything. Post treatment, claims were processed quickly and easily. Overall, a very positive experience with HIF.
Rates skyrocket increase by nearly 9% every yr rather than the national average of 2.9%
Been with HIF for 5 yrs but after 5 yrs of crazy price rises, its time to do some serious shopping around. I've barely used the policy other than dental and a day-patient procedure. Now have had a message that they are no longer covering day procedures. The over $12K I've given them in those 5 yrs could be sitting in a bank acct to cover my medical bills. I think families and couples get better discounts (according to feedback from friends) - but singles you pay through the roof!
HIF Resolved the genuine issue raised by myself promptly. Mistake has been fixed and the policy document has been changed as per the HIF staff conversation with me. I am happy with the outcome.
- Verified customer
Worst health care
Policy is misleading and frankly a complete wrought.
Seemed that whatever we needed cover for, it wasnt covered. Also signed up specifically for Ambulance cover and am told we dont have it. When I asked for the original quotes and voice recordings (which is what they told me they were getting to verify I never asked for ambulance) they dont have them (convenient) and requested I send the info to them!
I somehow went from a gold plan (card says gold, app says bronze) to a bronze plan, not that it matters because anything you need covered, well it isnt.
Looking at replacements have only found one other that tries to sting you an extras cost for ambulance.
They cover stuff medicare covers, they are a total waste of money
Poor customer service, lapsed my policy under misleading information.
Been with the company since 23/01/2015 - due to 2 months of missed payments, they decided to lapse my policy, tell me it was because a credit card direct debit dishonored which i never used since 2016. Sent me an email in August that went in my junk as it was from "hello" after June and July 2019 installments were not paid due to direct debit not working. Due to me receiving my annual statement after June 2019 as payments made for the full 365 days, i thought everything was ok. They still lapsed my policy, i never received an overdue notice, so...thought they would just take the payments on the third attempt and catch up to August 2019 installments. In September after i had finalised my tax with the ATO using the statement HIF mailed me in July 2019. They then sent another letter in September 2019 telling me i would have to amend my tax due to them sending me the wrong statement. How hard is it for someone to pick up the phone and say the direct debits have failed for the last two months, would you happy to make a payment now to catch up and reinstate your installments. Once i went searching in my emails for the one in junk i had received. I was willing to make a catch up to October 2019 this year payment of $1500.00 and they hid behind because it went over 60 days we can not reinstate. So i have lost my loyalty to a company which i intended to be with for the lifetime of health insurance since i was pregnant with my first child. Due to the bitter taste left in my mouth, i have decided never to have health insurance again as this was my first experience and as i work in the insurance industry i am appalled by the lack of followup for customer service. I would have even been happy to receive a letter of demand from a legal provider telling me to catch up. I have lost now rolling over to a 5 year health insurance policy and i'm just so upset with the whole outcome. As i was never unwilling to pay and never missed a payment in the last 4 years.
Poor communication, useless web site
Still waiting for a $150 gift card, now 7 months.
The new web site is a total disaster, insufficient information regarding my policy.
You now have to phone to get your remaining extras amounts, this entails a very long wait for you call to be answered.
WA is not that far from Qld but it could be on the other side of the World when dealing with this company.
- Verified customer
Excellent value and coverage for the price until I claimed for crutches!
I had ankle surgery and the benefits were excellent.
The gold insurance pays for virtually all of my health needs with very little gaps.
Claims paid without drama.
I almost never need to call the company.
Then I submitted my claim for $60 crutches. Not only did HIF argue with me for two hours they finally paid the $60 after ombudsman referral.
It is a big scam
I took a HIF policy with their promise of $150 FPOS card. Please look out for this as this is a big scam. It has been 3.5 months and the card hasn't reached me yet. I have called them atleast 4 times already. The 1st call they told me that it will only be dispatched after 3 months of holding the policy. Then I called them again on 12th June they said it will be dispatched on the 14th, and today is 19th and i haven't still received it. It is a big big scam. Don't get a policy wit HIF
Time to switch
Recently received notice from HIF that my Goldstarter hospital cover will be changed to Bronze Plus starter hospital ( because of the reforms).
Letter mentioned how great the new cover will be and listed the cover inclusions/exclusions however what HIF FAILED to mention is that AMBULANCE COVER will no longer be offered under their hospital policies. I'm a NSW resident, so being informed that ambulance cover will not be available is important to know.
I think HIF is seriously in breach of product disclosure/changes and I will be escalating this matter to the Industry ombudsman.
Questions & Answers
I am currently a member of HIF on Goldstar basic. I suffer from sleep apnea. If I buy a Cpap Machine, can I claim something from the fund? email@example.com. Thank you.
HIF A.HIF (Health Insurance Fund)
Thanks for your question. We certainly do pay a rebate on CPAP machines however it’s included on our Super or Premium Options Extras Covers (not Hospital cover) within the External Prosthesis / Medical Appliance category. Here's a quick overview of what can be claimed:
One machine can be claimed every 5 years from the previous supply (per person) and the benefit will be deducted from the Prosthesis annual limit of $1,500. The benefits payable are:
$300 for Members who've held Super or Premium Options for 3-5 years.
$600 for Members who've held Super or Premium Options for 5+ years.
It’s important to note though, that a 3-year waiting period would apply for this service should you wish to add Extras cover to your existing hospital cover. I hope this helps, however, if you have any further questions, or would like to speak with one of our Product Experts, feel free to email me directly at firstname.lastname@example.org and I can arrange this for you.
Take care, Lisa.
Can I claim for a back support brace from HIF
HIF A.HIF (Health Insurance Fund)
Hi Tina, thanks for getting in touch. If you’re an HIF Member and hold Super or Premium Options Extras Cover you will be eligible to claim a rebate for a back support brace under your prosthesis benefits. To do so, we’d simply need a letter of recommendation from your treating practitioner (along with your paid invoice) and you’d also need to have served the applicable 12-month waiting period. I hope that helps, but if you have any further queries please don't hesitate to get in touch with me directly. You can reach me on email@example.com. Thanks, Molly.
I am an HIF customer, I want to pay only for extras (Dental, Cardio and Eyes) what would the disadvantages be?
HIF A.HIF (Health Insurance Fund)
Hi Tania, thanks for your question. I believe you've just spoken to my colleague Sharon who was able to answer your queries regarding your HIF Membership. If I can ever be of assistance in the future though, please don't hesitate to contact us directly on firstname.lastname@example.org. Thanks, Molly.
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