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.
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.
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?
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 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!
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 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 store...s, 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!
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 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.
HIF saved me $$$ at the dentist
I went to the dentist for a check up and clean. I had only recently moved over to HIF and wasn't exactly sure how much they would cover. I was pleasantly surprised that they covered a huge chunk of the amount. I was really impressed and glad I made the move.
I have been with HIF for almost 6 years now and have always been extremely happy with the level of service provided. My main reason for choosing them was due to upcoming orthodontic treatment and jaw surgery. I spent some time researching different policies, with very mixed results. Some companies provided very limited information, some just issued blanket Product Disclosure Statements with little or no specific guidance, and one just point blank refused to insure me based on the fact that it was a pre-existing condition. HIF, however, attentiv...ely responded to all of my emails and calls and produced itemised quotes based on the treatment plan. It was an obvious choice. Fast forward a number of years and having completed my treatment plan, I am extremely happy with the level of service I have received. Jaw surgery can be a fairly daunting experience but knowing exactly what you are covered for, what benefits you will receive, and any out of pocket costs you may incur, takes away a lot of the stress beforehand. HIF's support in this regard was excellent and certain costs such as hospital and anaesthetist costs are covered without the patient having to do anything. Post treatment, claims were processed quickly and easily. Overall, a very positive experience with HIF.
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.
HIF rocks ! Especially Carly !
Spoke to Carly regarding claiming online as the app wasnt playing ball.
She has gone above and beyond exceeding expectations after I have had issues with my card at my naturopath visits.
This lady is truly an asset to your awesome company. I wish I switched from HBF a lot earlier.
Thank you !!!!
I signed up to HIF as it was the cheapest option with maternity cover. My hospital cover only included a 3 night stay and I ended up staying 5 nights. I knew I would need to pay a fee for those days and was pleasantly surprised at how low the fee was.
They covered all other aspects of my admission including my elective c-sections costs, and I only had to pay an excess twice, despite being admitted to hospital several times during my pregnancy.
Customer service was also great when I had questions prior to signing up.
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.
Great service HIF
As a new member with HIF the customer service has been fantastic. A big thank you to Chad and David for sorting out the problem with our previous provider nib. 10 out of 10 for sevice. Thankyou
May 6th 2018 Update: excellent service
the policy was great value very easy to set up excellent customer support. very friendly and informative staff. I would recommend hif 100% to anyone looking for a private health fund.
Back in January this year, we received an ambulance bill, for one of the kids, I was panicking about how we would pay this amount and my partner suggested contacting HIF to see if it was covered and it was!! Such a big relief, process was explained, forms posted to us, very straight forward process. Very pleased and am happy to be supporting a WA NFP business.
Perfect service. Couldn't be more helpful.
Wanted to share my recent experience with HIF. I was a bit shocked at the size of an ambulance bill. HIF took care of it within a day! They were efficient and helpful. Matt from claims was exceptional dealing with my claim in a timely manner. I signed the claims form, sent it in and didn't have to pay a cent. This really highlights to me the value of my Special Options cover with HIF and I was simply delighted with the service. In what otherwise could have been a very stressful time, HIF were happy to answer my questions and alleviate my worries immediately as well as take care of the bill as soon as I sent it in. This I why I am with HIF and feel confident working with them. Thank you guys. :)
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: 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.
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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