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.
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.
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.
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.
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?
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.
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.
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.
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!
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.
Questions & Answers
I have gold star hospital & super extras, can I claim for A REPLACEMENT PILLOW MASK for my existing machine, which had before joining HIF, I have been a member for over 4 years
Thank you for getting in touch. So that I can investigate this for you and look into your policy includions, do you mind sending through your HIF member number to our email address: firstname.lastname@example.org.
From here we can access your policy and give you a better idea of what you are covered for.
Ricky @ HIF.
This is Peter Mcness one of your members.
Please let me know, what is the incentive reward for getting a family member or friend to switch from Medibank to HIF?
Thanks for your question. It’s our preference to reward our existing members which is why we have our member referral program. If you recommend HIF to family or friends, make sure they mention your name when joining as you'll be rewarded with a $70 eftpos card for each successful referral (and there's no limit to how many you can earn!). Information on our Member Rewards Program can be found on our website if you’re interested in finding out more: www.hif.com.au/members/member-rewards
Peter, if you have any more questions or feedback, please don’t hesitate to email me directly at email@example.com.
Warm regards, Lisa.
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? firstname.lastname@example.org. Thank you.
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 email@example.com and I can arrange this for you.
Take care, Lisa.
Thanks, i also rang and found out same info.
Get an answer from our members and HIF (Health Insurance Fund) representatives
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