Get real HIF! Can only claim $240 out of $1400 limit?!
My mother requires a new denture. We’ve been told she can’t claim as she’s already claimed $240 to repair the old one within the last 2 years (despite the fact that the actual limit is set at $1400) you can only claim once per 2 years for denture regardless of the amount claim! That sounds absolutely ridiculous to me. What if you need to go back for more repair or adjustment or even a new one?! You need to wait for another 2 years?! Get real HIF!
No GAP cover on Specialits/Surgeons
Low premium = Huge out of pockets. The dentist cover and low $200 hospital excess may rope you in.
Mortified to be refunded $640 by HIF after a $9,500 Rhinoplasty Surgery that was not elective surgury!
In my instance Medicare will pay you out to their Schedulde and then HIF will ONLY pay out the balance of the capped Medicare Schedule amount (Which appears to be undercut on some items in my claim too). There was absolutely no GAP cover for the additional amount my Surgeon charged on top of the Medicare schedule.
To add insult to in...jury it took HIF 7 weeks to pay. Phone call not returned on follow up. I find their website very misleading, it has a page which states "Find a AccessGap Specialist" with a search tool. So you search your Specialist and bingo they come up - success. BUT the terms below the box says "Even if your Dr appears that doesn't guarantee they participate". What's the point of the search box?http://www.hif.com.au/health-insurance/hospital-cover/accessgap-specialists.aspx?fullwebsite=1
HIF - These clowns cannot communicate and take MONTHS to pay out on claims
It's July 1st and I had major surgery in the first week of May - and guess what! I'm still waiting despite numerous phone calls/ The excuse I get is the processing team is busy - well bully for them, I have thousands on my credit card and need to pay it off. I've cancelled our policy today out of frustration - NEVER go to HIF.
HIF costs us a lot more out of pocket expenses
We switched to HIF this year and what a mistake it has been. We paid for Gold hospital and Premium extras and they claim to pay 80% of dental fees but that has turned out to be around 40%. The PDS they released at that time did not show the maximum cap value on each claim which is a lot less than the 80%. Our top hospital cover is a lot worse as well. My partner recently went into hospital for the day and the anaesthesia had to be claimed separately which resulted in considerable out of pocket expenses. I've had to contacted HIF many times sin...ce we joined in April and they just don't reply. Cheaper Price = Less Service and More Out of Pocket Costs. After too many emails and phones calls disputing claims I finally pulled the pin on HIF today and went back to my previous provider HBF who welcomed me back with all my benefits still in tact and I was also given a GoPro camera. Result! I learned the hard way that the saving in the upfront price isn't really value at all.
Unacceptable claims time frame
It appears my claims experience is not uncommon.
I moved across to HIF about a year ago and lodged my first claim Friday 12th of June having previously confirmed what was exactly required to be submitted via a claims enquiry email. The claims team even advised how much I was entitled to.
Having not heard anything from HIF by Friday 19th June, I emailed the claims team to check the progress of my claim. The response received was unacceptable and did not answer my question. It merely stated my claim had been received and when processed I wo...uld be notified. No more than the claims receipt received the day I lodged it. While I appreciate the low premium and minimal increases, as well as the progressive advertising and representation of different demographics, if an insurance company cannot provide their best level of customer service and processing when truly needed then it is not one I can support to friends and family. I have since emailed the team yet again to get an exact time frame and would expect a quick turn around considering no claims have previously been lodged and therefore I have received no benefit from having HIF health insurance. I will review who my health insurance is with on July 1st pending HIF response to my subsequent follow ups
Extremely long waiting times for claims to be processed
We submitted the claim for Ambulance Victoria Amounting to $1115.00 and Monash Health Emergency Department Charges amounting to $550.00 and we are yet to receive the claim money into our account. No one can afford to wait for a month especially visitors who cant afford to pay everything by themselves.
After making numerous calls being replied by the customer service staff they said that one of our staff will give you a call regarding the progress of the claim we have never received a call back. As far as I can remember we have called more than 5 times regarding this claim and waited on the phone more than 45 minutes sometimes but the issue still not resolved.
Original documents (invoices) were sent via express post on the 25/05/2015.
Poor customer service
So i figured i had done a good deal, was able to find a health insurance provider that didn't cost too much and would allow me to go to whom ever i wished for treatment. After all medical treatment is medical treatment, why should it matter who I visit.
Whilst i have not been with HIF for as long as many others posting reviews, i have already had me share of trouble.
Upon receiving my card a few days later i had a dental check up (was covered as waiting period waived) when we tried to scan my card it would not process and had to resort to lod...
Still charge on cancelled policy! Terrible service!
I joined HIF from BUPA (13 Apr) and I had a 30day cooling off period nor had I been charged for my first payment with HIF. On 17 Apr, BUPA offered me a better deal so I stayed with BUPA and the immediately sent an email to HIF to cancel. I was also contacted by HIF on 21 April to reconfirm my cancellation (they called me). On 23 April, despite my policy being noted for cancellation TWICE, HIF STILL charged me!
When I called to query this the extremely rude clerk said there was no record of my request to cancel or that a representative from HIF...
Pay a lot and get very little back in claims
While waiting for my review to be posted on the 20th April, I had a conversation on the 21st April with HIF regarding my issues. This conversation, whilst still not resulting in an amicable resolution on my part, did clarify the fine print and HIF / Medicare Gap Cap rules. Fine print and rules, that would have required me TO be fully au fait and up to date with Medicare / HIF policy and procedures, of which I am not, this is my error.
Yesterday, 22nd April 2015, I received a call from the HIF Rep that I had discussed my...issue with the previous day, asking me to remove my review of my experience with their Health Fund. He was pleasant, but his melodic toned statement of “we didn’t really want to get into an online slanging match of he said - she said, did we when HIF replied to my review” was loud and clear. Firstly, I did not anticipate that a product review would be open to a reprisal. Secondly, I did not expect that I would be made to feel like I would be opening myself up to a “slanging match” with HIF if I did not remove my post. Any Insurance firm that feels the need to call someone and intimate that there would be a slanging match response to my review should I not take it down off a “Product Review” site, isn’t really one that I wish to belong to.
Poor customer service
My husband and i joined hif on the 28th of february as recommended by my son. Today is the 14th of april and we are still waiting for our membership card. I finally gave them a call today and what a nightmare it was....18 minutes waiting before someone finally answered. When i asked why we havent received our card, i was told "i dont understand why you havent, but i will now order for you". Iam so disappointed with the whole thing. I just hope that things will improve from here on, as i have read so many negative feedbacks from this site. The...membership cards were promised to arrive within 4 working days, so let's see. This is certainly not a good start and i would not hesitate to go back to hbf as i was happy with them. We only switched on my son's recommendation.
Customer Service a Joke
I am on the 2nd highest Options and put a claim in for naturopathy and was told after sending 5 emails that I can claim $20. 5 emails it took for a reply from HIF - their Customer Service is a joke!
Claim refused for Orthodontics
Transferred over from Medibank Private (who I've been with for over 10 years) in June after carefully reading everything about these guys (needed a change of plan to add cover for my boy, effectively merging 2 singles covers into 1 family cover)... ended up about $600 / year cheaper in premiums than equivalent Medibank family plans. Wife was undergoing Orthodontics work, which was covered by Medibank (My Options) as $750/yr up to $2400/lifetime, of which we'd only claimed 1 year limit.
On the HIF PDS, Orthodontics was listed as $2000/lifetime...
Poor and not realistic about health improvement
Having had a claim rejected for a form of remedial massage called Rolfing and now today I found out they won't cover Yoga unless it is through a gym. Oddly enough most Yoga (quality teaching) is done through yoga studios, one which I attend and which has an instructor recognised by other providers. Useless, waste of time expensive cover - I am just about to switch having found a policy with much better cover and value. I originally switched to HIF for generous dental but even that benefit was not as well paid as the previous year, don't bother keep comparing.
Expensive and not able to claim
Not a great start
Signed over from BUPA as they were much cheaper and didnt have the stipulations that BUPA does about only covering you when you use their preferred healthcare service providers. Signing over was easy but I hadn't received my card after weeks of waiting. I emailed and they said it would arrive in 10 days. I asked why they hadn't sent the card to me weeks ago and they emailed to say it got lost in the post (I'm not sure how they know it was lost and assume this means it was never actually sent) then told me they were sending another one to the a...ddress (which was wrong). So either, whoever signed me up got my address wrong after checking it with me while on the phone at the time, or they are telling me that they got the address wrong to cover for never having sent the card in the first place. Either way, I'm still waiting for my card. Having said that, I'm willing to give them a go as the real proof of their worth will come when I go to make a claim. When this situation arises I will be back to update you on my experience. cheap still dont have my card
Am now certain.......... don't do it......... looking elsewhere
After transferring to HIF on the understanding my upcoming operation would be covered and getting a quote and approval in writing two days out from the operation I was advised that they now need to do a pre-existing injury check so the operation would not be covered. False and broken promises seem to be the order of the day for them. Always read between the lines and do not believe half of what they tell you. Been with them for two months but unlikely I will be with them for a third month.
Lies, False promises, You are expected to know what they are thinking.
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
HIF (Health Insurance Fund)
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: email@example.com.
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 firstname.lastname@example.org.
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? email@example.com. Thank you.
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.
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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