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?
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.
Was amazing... unitill they took $800 out of my account
Deeply unstatisfyed at the moment, I change my level of cover to a lower grade, which was supposed to be $230ish a month... which was changed a month ago.. yesterday they took out $800 of my account!! After calling them because my account is now overdrawn because no one has a spare $800 laying around, they couldn’t give it back to me straight and way.. because of as they said “business” even though it was their fault! So now I’m over drawn, my husband couldn’t even put petrol in his car, and they have said it could still take 4-5 days to get it...back... so I can’t buy my children food. I’m so furious at their lack of accountability when they were in the wrong and they can’t give MY money back which effectively I feel they like I have been robbed.
Switched to HIF Gold cover 3 yrs ago, was going to be $3500.00 out of pocket for husbands sinus surgery so decided to go public, wait time 3 months and no cost. Not one of 9 surgeons contacted participated in hif gap scheme and yet their premiums have gone up substantially since joining, will be switching. Very disappointed
Simple question on amount claimable, difficult process
I rang the office today and the wait time as usual was unacceptable. seems still a staffing problem ??
all i required was a verbal estimate of the amount i expect to receive back after a pathology procedure. verbally i gave hif the provider no-, item number, and the pathology dr;s account amount $. impossible to receive any indication of the refund amount ?. no i have to send into the hif the account and a hif claim form also the medicare form to have it assessed.!!! What if there is no rebate !! all this posting etc for nothing ...
LONG wait times for claims
Spoke to HIF today 2/06/2017 and asked about my dental claim I lodged with smart claim on Monday a week ago. I was told it would take less then 5 business days. It's been longer then that, and was told HIF couldn't even find it in the system yet!!!! So I was told to lodge it again online. So i have lodged two claims for the same claim, to be told your so busy at the moment with claims.... this is always the case! Anytime I lodge I get the same excuse - we are just very busy at the moment.
I'm really disappointed and asked if it could process o...
Always have problems with claim delays
I always find claiming through the app results in delays in the benefit being paid. Five plus days to process a claim and when I email about it I get a response about an old claim.
It happens every time and it's extremely disappointing because rebate is great but this is frustrating. You really need to look at your turn around time and response to queries.
- Verified customer
Customer service unreachable
30 minutes waiting over the phone with annoying ads and then it dropped. No "leave your number and we'll call you back" service. Email not replied within 24 hours. Apparently they've got now loads of clients and became unreachable :(
HIF have cured me!
Hooray, I was just told I don't have a sickness! I was enquiring whether HIF supplied some kind of rebate as I am having a brain operation and wanted to know whether they would cover some of my wig cost as I need to shave my head. I have been a member for 25 years and have a degenerative disease & are on the top extras cover. The answer you gave me basically is saying I am not sick!
So very disappointed
After being a member for 10 years I have had enough. I've claimed maybe 6 times in the entire time I have been a member.
I was about to upgrade my membership as I need joint surgery down the track so rang up to inquire. All I got was the lady demanding a payment NOW in order to upgrade me. I wanted information - not a demand for payment.
Despite trying desperately to get the information I needed, I ended up giving up when all she wanted was my credit card details.
Now looking at other funds and realising how much cheaper other options are. I now realise HIF are quite expensve!
- Verified customer
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.
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...
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!
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
Poor service & customer support
I was with HIF for 2 years on the 457 basic cover insurance. The price was good considering what was included. However I found the process of submitting claims and queries frustrating. As I work in a remote area, it is more convenient for me to email claims rather than post them. My last email claim was rejected and I was told to resubmit via post ( this is difficult as I am a 2 hr drive from a post office). Also, the response time for queries is rather long ( up to 5 business days).
Only accepts Claims via Post not Email, Poor Customer Service
Dissapointed in health insurance coverage
My mom visiting me in Australia for extended period of time and I bought her visitor insurance with HIF. Although they have competitive prices you have to fight to get anything back from them. I had two claims with them both for emergency cases and at the beginning they refused to pay both. They sent me bunch of forms to fill out and prove that it were ''insurance'' cases. So I had to go back to emergency room and get them sign these papers: it took me half of a day. With a second case I am still in process of sending forms to and fro and not s...ure what result will be. In emergency room doctors told me 'No worries, your insurance will cover the visit". - Not HIF. I believe they have clauses for all cases just not to pay claims. So before you choose them think twice what do you want from them. Two many conditions when they don't pay refund
Orthodontic refubds of only 34% is very low
My daughters braces will cost $3800 but HIF will only pay $1298 based on 60% of a "deemed fee" of $2025.
Their "deemed Fee" bears no relationship to what dentists/orthodontists charge. Its a fee designed to
keep their refunds on orthodontic low. They even admit this but nowhere is it on their website
Their monthly fees are lower than most
Very poor and unfair orthodontic returns
Questions & Answers
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.
Can I claim for a back support brace from HIF
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.
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