HIF (Health Insurance Fund)

I was a long-standing HIF member (18 years!) and, until this experience, had no major issues. Unfortunately, how this situation was handled has completely undermined my trust in the fund. After relocating back to Western Australia, I was charged higher interstate premiums for over two years. HIF has acknowledged that I may not reasonably have… Read more

known that a change of state would impact my premiums, and they have acknowledged that an overpayment occurred. Despite this, they refused to refund the full amount, relying instead on internal process rather than what is fair and reasonable for the customer.

All of my claims during that two-year period were made in Western Australia, and I provided clear evidence of my relocation as soon as the issue was identified. Even so, HIF chose to retain part of the overpaid premiums as a “goodwill gesture” rather than fully correcting the error. I was also incorrectly charged again after written assurances were provided, which further added to the frustration.

After multiple escalations — and a discussion with a senior representative — HIF confirmed they would not reconsider the decision. As a result, I have no option but to leave the fund and need to look elsewhere. My preference was to stay.

This experience has shown me that HIF prioritises rigid process over fairness and customer outcomes. So disappointing.

I have been with this company for 25 years and in all that time they have been wonderful, There has never been a time that I felt let down by them. They have answered every question over the years that I have had with confidence, knowledge and professionalism, they are a great company to be involved with, we are definitely out in front as to… Read more ·  1

what we have paid in as to what they have paid out, I love the fact that they are a WA company, you can go into their office in Perth if you want. I highly recommend them to all looking for a value for money health insurance.

Poor attitude toward customers. Took 3 months to pay a pharmacy claim which was rubbish compared to how much the script cost. They blatantly lied saying they never received the claim when they sent a confirmation email saying the claim was being processed. Lucky I kept email or they would never have paid. There are better health funds with greater… Read more

service, benefits and tech. Needless to say we cancelled our membership and changed health funds. Stay away from this company!

Great for me – I have been with HIF for years. They are a highly proactive and generous insurance fund. Tax statements are very prompt. Further, HIF sends me a list of what I can claim on extras! HIF have honoured my claims when I manage to submit them within the time period. Customer service is quite easy to reach and are Australians. Show details ·  1

awesome Health fund with great Aussie service – honest and genuine customer service, excellent NFP health fund, Thank you Kim for your time and patience in explaining the rebates,I look forward to a good health fund relationship Show details ·  1

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… Read more ·  1

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 is key to be satisfied with the service they offer. HIF has always made it pretty easy to keep that information easy to find and up to date.

I decided to write this review as I just finished a call with a representative, who was immensely helpful at dealing with my queries, always making sure I got the best bang for buck while also offering some practical tips to ensure I never overpay where possible.

Honestly, this is the kind of service expect from all providers and I can't recommend HIF enough for that

Worst company to deal with, shocking customer service.joijg with HIF in 2023. It's been impossible to get them to set up a direct debit with me. So we moved in to standard billing. This was even worse. They are constantly over charging me and sending me massive bills that do not make sense and threating to cancel my insurance. I am meant to pay… Read more

77 a month, the last two bills have been over 200 despite me paying all the others and not claiming. Everytime you speak to someone they reassure you the problem will be sorted but they never sort it. A prime example of how staff manage their work when they are pay badly. A complete joke of a company.

Conduct unbecoming – HIF do not provide "product disclosure statements" they only give you a "summary" in the form of a "fact sheet" of your cover and a "guide" booklet that does not include the finer details of the policy. I want to read my policy document and I was told that I was not able to. Is my policy a secret? Show details

Wrong payment advice provided – Unprofessional, used to be good but no longer, gave wrong advice stating payment can be made at Australia Post, rushed down to Australia Post , wasnt able to pay because invoice had no Aust post code!!! (Confirmed with 2 staff). Surely, this is basic staff knowledge to ensure correct payment advice provided to customer?? Show details

AVOID - no customer loyalty, greedy – They had an opportunity to do right by a 7-year old customer (me+family) and had zero interest in budging an inch let alone meeting half way or negotiating in any fashion. I took my case to the Ombudsman who symphathised with me but also explained it will be at their discretion - they used that discretion to not help me at all. I won't waste my… Read more

time explaining the details, if they treat a 7-year customer like this, why on earth would you want to join? Don't make the mistake, you'll regret eventually.

Trying to Justify Their Own Ineptitude – First of all, I want to say Matt has been fantastic to talk to, and I despise HIF for making him the sacrificial lamb (given that my complaint wasn't even part of his department's scope). The issue isn't resolved but he's trying. I signed up for HIF during their Hospital + Extras promotion period. Six weeks of free hospital cover and two month… Read more

waiting period waived on extras. I'm paying a little more but I thought it was a good deal. These absolute clowns applied an extras limit from the March 2021 - March 2022 period and expect me to be okay with it. They won't offer an explanation further than "clearance certificate!" and no one from the department that made the mistake actually wants to tell me HOW they managed to reach that conclusion. Instead, they just send Matt to give me updates whenever he can.

(For the record, I submitted that certificate because government policy allows me 1095 days to purchase hospital cover and avoid LHCL. I didn't submit it so you could make my life impossibly harder.)

At least they're showing me their red flags now instead of when I actually need cover.

Used to be good – I have been with HIF paying my fees for over a decade. I had previously good experiences but recently wondering why I am still with them. I got a quote for some very minor dental work but was told that procedure was re-classified as major a few months ago and I am now no longer covered, and will have to upgrade and wait 12 months. When I asked if… Read more

there was any chance they could waive the waiting period given the recent reclassification and the fact that I have been with them over 10 years, I was told not a chance. I have kept records and the premiums go up between 10-20% every year, for the same level of service. I told them I am now looking elsewhere and they didn't seem to care. They don't value loyalty at all.

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… Read more

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 and 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.

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. Show details

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… Read more

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!

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!?  Show details

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.  Show details

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!  Show details ·  2

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… Read more

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.

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. Show details

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. Show details

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. Show details ·  1

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… Read more

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, as 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… Read more ·  1

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… Read more

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.

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… Read more ·  2

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 stores, 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... … Read more

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… Read more

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… Read more

call back...didn’t. Through iSelect compared covers and have now joined NIB and saved nearly $1400 per year.

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… Read more ·  1

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.