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HIF (Health Insurance Fund)
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- 17 reviews
- 7 likes
- Verified
Turn up in emergency room and the full insurance is worthless for admission privately
I have full insurance once admitted to hospital with a small excess. I recently arrived in an ambulance after an accident and I need urgent surgery on my leg and admission to a hospital. I was prepared to be transferred to private hospital (who were the only facility ready to admit me urgently and operate that day). HIF advise the receiving Hospital that I don't have coverage and they wont cover charges at the private hospital). I have coverage, they later claim it was mis communication. I was fortunate to catch a break at a public hospital an...
Read mored I was admitted and survive . Imagine if it was your child who needed care and you pay full premiums and then your Health fund leaves you abandoned, embarrass and in panic. I am filling an Ombudsman complaint. But this is a serious warning to all abut how a Private Health fund can let you down when needed. The emergency number for HIF was also called and a message was left with two contact numbers. I have still not got a return call a week later. They DO NOT operate on weekends as a matter of policy. My surgery and hospital admittance was critical only luck prevented me from having long term complications that may have been life threatening. A week later HIF asked for information about my rejected claim in order to process the claim that was rejected.- Value for Money
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- 37 reviews
- 61 likes
Still waiting for refund, very unhappy, no reply to email
I signed up with HIF and cancelled in my cooling off period as I feel the amount they pay back on extras is very small. Despite giving them 5-10 minutes of my time when they called me, it has been two weeks and they still have over $4,000 of my money. I sent another follow up and they didn't respond. GIVE ME MY MONEY.
- Incentivised Review No
- Claim Made No
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Hi PG18
Thanks for taking the time for leaving your feedback, although this is certainly disappointing to read, as discussed via our conversation via our Facebook page, we confirmed that we have a 5-...
Read more10 business day refund processing time which is mentioned at the time of signing up. As confirmed with you via our conversation, the refund was processed and returned to you via your initial payment method within this time frame. I hope we were able to alleviate any of your concerns. If you do have any further questions, feel free to get in touch with me directly via social@hif.com.au.- 5 reviews
- 4 likes
Read the fine print if you can find it!!! Also $8000 in medical costs no payout!
UPDATE MARCH 2022 :
After finally getting surgery for the prostate condition below I am now out of pocket $8000 for surgeon , hospital, anaesthetic etc. I recently re joined but was a previous member. HIF made me send signed waivers from specialist and GP for a "pre existing condition": query as well to make a claim (for which I got nothing back).
Yet not one cent in benefits paid to me so far from HIF!
Their reply below.
"Thank you for contacting HIF.
We have processed the hospital claim from XXX Hospital and paid benefits as per our estim...
- Value for Money
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- 2 reviews
- 5 likes
DIFFICULT!!!!
I have been lodging an extras claim for months now only to be told over and over that the document I have submitted is incorrect. I was asked to submit an itemised account from the merchant and so I emailed them to ask for it. The merchant obviously sent me a tax invoice which is an itemised bill. But HIF refuse to acknowledge this and still demand that I send an “itemised bill”. I then asked HIF what is an itemised bill and isn’t that the same as a tax invoice?! I AM DONE. It’s disappointing that you keep increasing premiums but is making it difficult to make claims!!!! I would have rated this ZERO star if I can!
- Incentivised Review No
- Claim Made Yes
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Hi there,
Thanks for getting in touch, although this is certainly disappointing to read, there are certain requirements which we are legally required by law to follow to process claims with itemised ...
Read moreaccounts. The itemised account from your service provider allows our claims team to ensure we are paying benefits for the specific services that are covered in your specific policy, it allows our team to ensure the services that are being claimed are within your annual per person policy limits and to also ensure we are meeting our fraud and audit compliance standards within our claims department. We always want to ensure the claiming process is as easy as possible for our members and to ensure we have provided our members with sufficient information on how to do so - (a simple how to guide for claims can be found here: https://www.hif.com.au/health-insurance/useful-links/how-to-claim). So we can contact you directly, can you please email me via social@hif.com.au with your HIF member number and I will get a member of our claims team to look into your specific claim and go through the reasons as to why we are legally required to obtain an itemised account from your service provider to process a claim.Find out how HIF (Health Insurance Fund) compares to other Health Insurance
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The type of service you'd expect from a health insurance provider
I submitted a review 6 years ago, and I wanted to update this with experience-based feedback.
Over the course of this time, I transitioned from Overseas Visitors Health Cover to a Domestic Plan as I got my Permanent Residency and in either plan, HIF provided the cover I needed, and successfully helped with the different procedures I went under over the years without any complaint whatsoever.
I understand that dealing with insurance providers can be complicated, but I personally find doing all the necessary reading and understanding your cover i...
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Hello Ant,
What a wonderful review to receive, thank you very much for taking the time to share it with us – it’s really made our day. ...
Read more I know how difficult the visa transition can be, so it great to hear we’ve been able to make that as seamless as possible in terms of your health insurance needs. We’d love to pass your feedback on to the team here at HIF, so if you don’t mind would you be able to email your HIF member number or email address to social@hif.com.au. I’d also like to send you a little something as a gesture of goodwill for your loyalty and kind words. In the meantime, if there’s ever anything I can do to assist with your policy, please feel free to email me direct anytime on social@hif.com.au Thanks, Ricky.- 2 reviews
- 2 likes
Hif does not pay for COVID-19 testing
Thanks HIF for not assisting your customers during a global pandemic!
HIF does not cover the cost of testing for COVID-19!
Your health insurance is USELESS!
Been paying our monthly contributions $305 for the past 2 years and never used a benefit, this is how you take care of your customers!?
- Value for Money
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Hello Ronelle,
Thanks for getting in touch, although this is certainly disappointing to read. ...
Read more All COVID-19 tests and vaccines are bulk billed my Medicare so you certainly shouldn’t have incurred any out of pocket expenses. To look into this further for you, please can you PM your HIF member number and paid invoice to social@hif.com.au? That way, we’ll be able to confirm the item numbers and services charged. As a not-for-profit, member-owned health fund Ronelle, please know that members like you are our number one priority. We completely understand how difficult this pandemic has been for everyone which is why we have introduced a number of support measures for our community. If you’d like more info on those, please visit: https://www.hif.com.au/news/covid-19-updates Alternatively, I’d be more than happy to put you in touch with one of our product experts to complete a policy review. That way, we can have a chat about your current needs and circumstances and ensure you’re on the right level of cover to meet those. I hope that’s helped Ronelle, but as I mentioned above please do email your contact details so we can investigate this further for you. Warm regards, Molly Kelly (Digital Marketing Manager)- 2 reviews
- 2 likes
2020 Gold cover tricks, greed & ripping off
HIF has been great for years until 2020 when they got greedy and decided that our cover would no longer include excess free day procedures or private room in hospital.
- Value for Money
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Hi Loge,
Thank you for taking the time to submit this review - it's certainly not how we want our members to feel, especially our long-term members like yourself. So that I can investigate this furth...
Read moreer, would you mind emailing your full name and HIF member number to social@hif.com.au, please? Once I have that information, I’ll follow this up for you as a matter of priority.Related Articles
- 3 reviews
- 3 likes
Covered when you need
My wife was admitted for emergency back surgery. Very stressful situation. I spoke to HIF literally 30min before she was admitted and they were very helpful with the process etc
HIF were there when we needed and I would recommend.
Thanks!
- Value for Money
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Hi Ben,
I can only image how stressful the situation was - I hope your wife’s surgery went well? On behalf of HIF, we wish her a smooth and swift recovery. I’m happy to hear that when you needed us...
Read more the most, we were there for you both. Thank you so much for providing this feedback and sharing your experience with us. I hope that if I can ever be of further assistance, now or in the future, you won’t hesitate to email me directly at social@hif.com.au.Shall do! Thanks!!
Pre-Existing clause seems to be an easy out
Never been so disappointed as a fund that focuses on being not for profit for the benefit of members...what a joke. Family cover that is beyond ridiculously expensive to then use the pre-existing condition clause. Got the call today to say declining claim and I will be declining your services as I am already looking for a new provider. Been with HIF since 2007 and will not come back. You have had enough money out of me. So I am left with a daughter with lifelong potential fertility issues, I would of been better saving all the money I have given you and paying for the service myself. Worst service I have ever experienced. I have already started getting quotes from other providers.
- Value for Money
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Hello Renee, and thank you for this feedback.
I'm very sorry for your recent experience and I'd really like to investigate this, so would you mind emailing your full name and HIF member number to social@hif.com.au please?...
Read more As soon as I have this information, I'll then be able to speak with our Member Experience Manager to review this for you. Warm regards, Lisa (Digital Marketing Consultant).Find out how HIF (Health Insurance Fund) compares to other Health Insurance
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Worst health care ever
Been with hif for years, upgraded to the top cover ten months ago. My wife needed urgent exploratory surgery, hif had over a week to investigate whether it was pre existing or not and now on the day we had to postpone the surgery because hif wouldn't cover us. I'm paying 240 a fortnight and both the gp and the surgeon signed the form to say it was not pre existing. Worst health cover.
- Value for Money
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Hi Ben,
Thank you for taking the time to provide this feedback, although I’m really sorry you feel we’ve let you down on this occasion, this certainly was not our intention. Our members are at the forefront of everything we do....
Read more I'd like to investigate this for you, so would you mind emailing your full name, date of birth and HIF member number to social@hif.com.au? As soon as I have this information, I'll then be able to speak with our Member Experience Manager to review this for you. Warm regards, Lisa (Digital Marketing Consultant)had a bad experience with hif never taking this insurance service. Don't loot people's money
Had a bad experience with hif. I took a policy but i cancelled before start a date but they debited from account. I requested them for refund they denied to refund.
- Customer Service
- Incentivised Review No
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Hello Nihil,
Thank you for taking the time to submit this review - it's certainly not how we want our members to feel. So that I can investigate this further, would you mind emailing your full name ...
Read moreand HIF member number to social@hif.com.au, please? Once I have that information, I’ll follow this up for you as a matter of priority.- 11 reviews
- 7 likes
Best private health
I have been a member for 5+ years and have added my wife and now newborn son to our cover. The cover is brilliant and covers all our needs for a affordable price. Every time I have contacted HIF the staff are so friendly and helpful. Every claim I have made has been paid and the team make sure everything is sorted so promptly.
- Value for Money
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Hi James,
Congratulations on the arrival of your son, I’m sure it’s a magical time for your family. I’m delighted to hear you’ve had such a wonderful experience with us, from claiming to customer ser...
Read morevice. Our members are our top priority, so it's fabulous to hear this from a members' perspective.Find out how HIF (Health Insurance Fund) compares to other Health Insurance
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- 2 reviews
- 2 likes
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...
Read mores 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?- Value for Money
- Transparency
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Hello Julie,
Thank you for providing this feedback and please accept my sincerest apologies for your recent experiences. ...
Read more As a member-owned health fund your health and happiness is always our number one priority, so whilst it’s truly wonderful to hear that Lisa has been able to provide you with continuously excellent service this is certainly something you should feel in every interaction with HIF. Please know that you’re a valued long term member, so what I’d like to do now is to investigate the above to understand why they occurred and more importantly to put the appropriate training and/or measures in place to ensure this is not something you experience in the future. If you don’t mind, please can you email your HIF member number to social@hif.com.au, so I can review these in detail and escalate to our Member Services Manager too? In terms of not being able to update your credit card details online though, we completely understand that this is a gap in our current Online Member Centre, however, you’ll be pleased to hear that our developers are working on a release which will implement this functionality soon. Once again, Julie, I’m really sorry that you feel we’ve let you down, but hopefully, I’ll be able to provide some clarity and reassurance soon. I do hope you decide to stay with HIF, and I hope to hear from you soon so we can make this right for you. Warm regards, MollyI 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!
- Value for Money
- Transparency
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Hi Ravshan,
We love hearing from our Members like you and as our Members are our top priority, for you to say, you ‘were over the moon’, makes our day! It’s fantastic to hear we were able to resolve ...
Read moreyour initial query and I hope your family is well. Thank you so much for taking the time to leave this wonderful review. Your kind words are greatly appreciated and I hope if I can ever be of further assistance, now or in the future, you won’t hesitate to email me directly at social@hif.com.au.- 6 reviews
- 2 likes
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.
- Customer Service
- Incentivised Review No
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Hello Ann,
Thank you for taking the time to submit this review, and I’m very sorry you feel we’ve let you down on this occasion. So that I can investigate this further, Ann, would you mind emailing ...
Read moreyour full name and HIF Member Number to social@hif.com.au, please? Once I have that information, I’ll follow this up for you as a matter of priority.Questions & Answers
If I have been a member for 5 years and previously had top hospital to include pregnancy but dropped back to a lower hospital cover and now want to increase my hospital cover to include weight loss surgery do I need to serve another 12 month wait period?
If I have been a member for 5 years and previously had top hospital to include pregnancy but dropped back to a lower hospital cover and now want to increase my hospital cover to include weight loss surgery do I need to serve another 12 month wait period?
Does h.I.F cover LASIK laxer eye surgery for medical purposes?
Get an answer from our members and HIF (Health Insurance Fund) representatives
Details
Category | Health Insurance |
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Other Insurance Types Offered | Pet and Travel |
- AHIFC: HIF
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Hello LawStudy,
Firstly, I’d like to apologise sincerely for the frustration caused by your recent admission to Hospital, it’s certainly disappointing to read. ...
Read more I’m afraid all hospitals complete an eligibility check prior to any admission to ensure the patient has the correct level of cover for the scheduled procedure. Typically, this is an online check and if the response received isn’t an immediate ‘Yes’ then it usually means that the admission is subject to conditions such as, ‘Pre-existing rules’, ‘Waiting Periods’, ‘Accidental Injury’ etc. That said, you should certainly have been able to reach us over the weekend to have this confirmed for you. Please rest assured that I’ve passed your feedback on to our Member Experience Manager for review to ensure something like this does not happen again. With regards to your Ombudsman complaint, you’re absolutely entitled to submit this, and you will of course receive an official response from HIF in relation to it. In the meantime, I can only apologise once again for letting you down on this occasion; however please know that you can contact me anytime via email on digital@hif.com.au if you require any further assistance. Thanks again, and I hope we can make this right for you! Kind Regards, Molly.