HBF

After being a loyal customer for 10 plus years HBF have failed in all areas especially in customer service and satisfaction. I have given them far too many chances and far too much of my hard earned dollars. Rude, obnoxious, extremely poor customer service and the "Non for Profit" business is just money hungry. I am astounded that after paying thousands of dollars a year for a membership we hardly ever use that we have to pay $250 excess for a DAY PROCEDURE! Yes a simple Colonoscopy ... we took out the intermediate cover as a family and have been on it for over 10 years to pay a little more avoiding paying an excess. I understand paying an excess for Hospital admission/surgery but not for a day procedure in a clinic its absolutely ludicrous. I then had this smug guy on the phone tell me that an email was sent out 1 year ago explaining the costs and increased and this is no longer covered and to simply pay for "Gold" cover if I want no excess ... at a cost of $280 a fortnight what a joke. Unfortunately for me along with 10000 other emails the notice of change from HBF went into my spam account. Stupidly I continued to be none the wiser until today when it came to finalising my husbands Colonoscopy booking with the clinic and they ran the cover checks. I was so surprised to hear of this excess. I am astounded that after 10 years and ZERO claims that they would rather loose a valued customer and their loyal business over $250. I had no attempts to waive the amount nor apologies for this charge and increase. Do not touch HBF you will get no loyalty, just screwed over.

I have been a member of HBF for more than 25 years, initially being on top cover, now on second top cover.

During the time I have had various requests rejected, many I consider to be irrational from a long term business perspective (i.e. providing the benefit would reduce ongoing health costs).

The one of most significance occurred when after a day of gardening I got a blood clot in my arm. I ended up in the emergency department.

To rectify the issue this meant I needed to go through another procedure to put a stent in a vein, no big issue in the grand scheme of things, except when I went through the procedure the selection of stents available to the doctor was limited by what HBF decided was suitable. The result, the procedure failed as the stents available to the doctor were not suitable for my needs.

After the procedure the doctor explained the situation and he said he would need access to a different stent, however what he considered to be a suitable stent for my needs was not covered by HBF. He suggested I contact HBF to explain the situation.

I contacted HBF to explain the situation. The end explanation was HBF determined that the stent recommended was not appropriate (basically it was too expensive, ignorant morons, failing to see the bigger picture, at the end of the day I could go through the same procedure with inappropriate stents and they would pay for every attempt), even though the specialist considered this to be the appropriate treatment for my blocked vein.

I tried to rationalise with the telephone operator, explaining this did not make sense as the alternative was another attempt at the procedure with less than suitable stents, or if I did not get the stent then additional health issues (and health costs) could eventuate from not having access to the stent.

The operator's customer training kicked in with all mater of irrational explanations, apologies and artificial empathy. This is a constant pattern (this has happened on a number of occasions with HBF) and on reflection typical of the insurance industry to reject claims and make barriers to claims.

I spoke to the doctor about my situation, the end result was I had to be admitted as a public patient to get the healthcare services I required, and it all worked out in the end, thanks to the public health system, which ticks me off putting the burden on the public system after paying so much in annual healthcare insurance.

This is not my only story, it is however, the most significant one for me.

I have paid for health insurance since I was 21, on reflection this was a big mistake and HBF's behaviours I would suggest is the reason why so many people leave private health cover.

I have been a member of HBF for 4 years and found their extra's cover to be quite good. The customer service side of things has always been appalling but I kind of let that go as I thought I had a good policy. I have just gone to use my hospital cover for the first time and had one of the worst experiences of my life.
I made numerous calls last week trying to find out what my out of pocket expenses will be for my surgery. When I originally spoke to someone on 07/02/18 they said I didn't have all the information required to be able to tell me. I then spoke to a supervisor who took the Dr's details and the hospital details and told me I would have no out of pocket expenses.
I called back the next day with the provider no and schedule no only to be told because I am in NSW I would have to wait 5 days for this to be emailed to me. I explained that I had to pay for my surgery 10 days before and payment was due now so I needed to know the cost. The person I was dealing with spoke to a Manager who then said they would email it to me within 24 hours. They didn't email it within 24 hours and I had to call back several times to get the quote. I finally spoke to a Manager who wanted to help and she finally got the quote to me.
The quote did not cover all my expenses and left me with a large amount of out of pocket expenses. I therefore lodged a complaint to find out why I had out of pocket expenses when I was told by Sam on the 07/02/18 that I would not have any out of pocket expenses. I asked for the conversation to be played back and forwarded to me. There have been various emails going back over the last week and I have just been told now by Stephanie that they can't find the conversation and that Sam's notes indicate that he did not say this.
I am in shock - why tell you at the beginning of the conversation that the conversation is being recorded when clearly it is not. They are also saying that Sam's notes indicate that Sam did not give me the wrong information. The written notes are not a recording of the conversation - Sam could have written anything to cover himself which clearly he has done. Stephanie then tried to tell me that because they have emailed the quote to me, my conversation with Sam is irrelevant. She also said because I have chosen to go ahead with the surgery I have accepted the quote. This has left me in tears - I have got no choice but to go ahead with the surgery. I cannot walk and I am in pain If I dont have the surgery done it will cause more issues. I can't believe that a Health Fund would treat someone in such an appalling way.
DO NOT TRUST THIS COMPANY - THEY LIE. THEY HAVE SHOWN ZERO CARE FACTOR OR COMPASSION IN ANY OF MY DEALINGS WITH THEM. GOING INTO HOSPITAL IS STRESSFUL ENOUGH WITHOUT YOUR HEALTH COMPANY ADDING TO THE STRESS!
Can anyone recommend a health company where they are open, honest, transparent, compassionate with good customer service? I should have left HBF a long time ago but as soon as all my bills are paid I will be leaving them.

I have been with HBF over 9 years and have been very pleased with the service received. The staff are very helpful professional and polite . The extras as well as the fitness classes are excellent. Will be a loyal customer for a long time.

I haven't had a claim for a long time (although my last small claim 6 years ago was handled OK) but was shocked to discover that I am paying more than twice what on line companies (with better reviews) are charging and 20% more than the 2nd highest mainstream quote for similar product - I assumed I might be paying for good service - but no. Last renewal was for my Toyota camper van - the price increase from last year was so high that I queried it and the staff dropped the price by over half. When papers arrived they had insured a Toyota 'caravan' - giving caravan coverage only but with the policy stating all the vehicle details??? Took several calls to sort this out - they insisted for quite a while that I had the right cover - but in the end admitted that they were wrong and that this policy was worthless. I had to take out another expensive policy with them immediately as I effectively had no cover. Can't imagine what might have happened if i tried to claim!

Very expensive, confused service

Very slow to respond to requests, I have been waiting almost two weeks for an explanation on why they shorted my policy cover by half a month, Still no explanation. Escalated concern to a 24 hour response team. Surprisingly no response after 48 hours. When asking for an explanation on a calculation no one is competent enough to take ownership of the problem. try a different insurer if you can.
Claiming works fine unless you have a problem then their service is extremely poor.

I am just waiting for this current claim issue to play out (am currently in process of challenging claim refusal)and I am finding a new insurer. Made claim in January. HBF sent out a pool expert who advised repairs should be done. HBF sent out a second 'expert' - a construction manager who after less than fifteen minutes at our property made a conclusion that faulty workmanship was the cause of pool issues. It has taken two months and a lot of follow up to get this advice - contrary to the advice of the pool person they sent out - and without any proper diagnostics. claims are protracted, and clients NOT given benefit of the doubt. claim no. hbf202299661.

My father (80 years old) was driving on Sunday with my mother (77 years old). He had a heart event and drove into a brick fence. He was not conscious and is now in hospital.

HBF were rude and unhelpful to my mother when she called to report the event: refusing to commit to a time for the assessment or to even advise what she should do with the vehicle. She called again, was told to go away, that no replacement vehicle would be considered, still refused to give any timeframe whatsoever for assessment and all but hung up on her.

As of now, over 3 days later, HBF have done nothing by way of assessment or to review her claim. She is isolated without a car, has no way to get food or get to the hospital without major expense and inconvenience as I live on the other side of the country. She is having to deal with a medical emergency and has no idea what to do from here.

This is truly appalling for a loyal but vulnerable customer. As I look online I see that this awful experience is all too typical of HBF's customer service. I now plan to do all I can through all public channels to highlight this experience so others can avoid it either through changing policy or never contemplating HBF in the first place.

Every aspect of handling the claim

Been with them for 3.5 years. They where great at first and good value for money, but they’ve cut more and more each year, now I’m not sure why I pay them $125 a month just for extras! I’m changing providers for sure

Got a travel insurance to go to Venezuela, and had pain in my tummy, when to a GP who asked me to go to ehy gynecologist, when to see him, he did some test, founding a big cyst in my left ovary.

Came back to Australia, tried to claim, and hbf said it was a pre-existent condition and did not pay anything from my test and consultation overseas. This pre-existent condition I didn't know about it, and I had never been treated in my life, they asked for my whole medical history because they wanted to know even if I had a flu or not, just crazy, I didn't have time for this hassle. Now I will get an laparoscopy here. Don't get HBF travel insurance, go with another company. Too much hassle for nothing.

All they don't pay and it is a hassle for nothing.

HBF told me they will not accept cash as payment anymore I have paid my insurance cover with cash since 1981 now they refuse to accept it reading online seems you can only pay by direct debit which does not suit me or by credit card which I don't believe in they don't say. You can pay with EFTPOS after 38 yrs they treat you like your a nobody new fatcat in charge needs to line his pockets.

Had an unfortunate accident last Monday and HBF handled all aspect of the claim impeccably. From towing to assessment of the damage to calling almost daily in regards to the processing of the claims and finally this morning when our claim dedicated person (Kudos to Matt in WA), called to say that they are settling the claim today/ tomorrow.

I came out of the accident with a bruised rib and a whiplash, the last thing I wanted to do was to also handle the claims of my car. Got to say, they definitely make it easier. Highly recommended, I have all our insurances with them, this just supports our decision to go with them.
Quick Turnaround, Handled Everything with relative ease of mind for the consumer
Nothing

I have been in a private hospital in New South Wales for the last two weeks with a hospital acquired infection. Having four children at home I was given the option to be discharged on IV antibiotics for further three weeks which HBF has declined . Even approached by the ombudsman for an Ex Garcia decision they flatly refused even though me being in hospital for another three weeks would cost members about $70 000. Sending me home and I have antibiotics would cost approximately $2000. I found the correspondence condescending and inflexible. I will be changing health funds as soon as I get out of hospital.

Purchased $750 Orthotics at podiatrist.
The podiatrist invoice included the orthotics and consultation...fair enough.
HBF refused to pay the $400 benefit for the orthotics via hicaps because of the consultation charge.
HBF claim their system cannot process the consultation and orthotics together. I refuse to believe a multi-billion dollar company cannot implement software solutions to recognise the orthotics code.
I had to do the claim manually and waste time waiting on hold and submitting it myself online.
Pretty sure people would give up because the system is painful to use and not get their benefits.
May not be a deliberate scam, but they are denying people their benefits with stupid systems.

I've had insurance with HBF for ten years. I've never claimed for so much as a windscreen replacement. Recently my husband was rear ended while sitting at the lights. Now that I have actually tried to use my policy, I find that many things I would have expected to be included as standard features (which are included with other insurers for a lower premium) are optional extras I wasn't informed of.

I wanted to use HBF as it is a WA based insurance fund 'run only to profit members'. Well, profits exclude payroll costs, so someone must be getting paid a lot more than they're worth if my insurance doesn't include anything! I'm rethinking all of my policies now. Why pay thousands a year if you have to fight to even have the basics covered?
Some of the staff are friendly and helpful. WA based call centre.
Doesn't represent good value for money. Very basic insurance with most standard inclusions with other insurers 'optional extras'. Customer is always wrong mentality at call centres

We signed up for a twin singles saver in December 2017, around March this year 2018, we received a letter informing us that the policy will be changed in July 2018, with 5 cover options removed.

We haven't received any contact with regards to reimbursement for removal of these policy options, only we've been told there's nothing we can do to stop HBF from taking this action.

Its confusing too as they have informed that the ACCC approved these changes. I don't see how a company can renge whenever suits them when we laid down a yearly payment for a policy which is being stripped back within 6 months of initial purchase.
We won't be renewing our policy at the end of the year, this action by HBF proves they could make further changes in future to what suits them.

I suggest any other Western Australian to shop around and put HBF at the bottom of your list.

As I was going away prior to 1st April increase, I went directly to the branch and paid the whole year in full on the last week in March. When I returned home from my holidays on 23 April, I checked my bank statement only to be surprised to see that my previous fund is still deducting my monthly payments. When I phoned them, they said they have not received the request from HBF and they are unable to refund me until they hear from them. I rushed into the HBF office only to learn that they have not done anything to my account and they will do so, This did not happen until 26 April 2018. At this time, I have not even received my Welcome Pack or my HBF Card. Last week I received a call from my previous fund offering me 6 weeks credit and I have 30 days to think about it. Today, I went into the HBF office again to inform them that I have not received My Welcome Pack and check on my transfer. I was told that they have followed up but there is nothing they can do. This is certainly not a seamless transfer I expect from HBF and there was no offer of credit whatsoever for the inconvenience caused. I cannot believe that HBF's office is in Wellington Street, Perth and yet the service is so bad. My policy todate is not set up, I can't go to a Dentist or do anything unless I pay it myself and feel very disorganised. I don't know why HBF need to have Card Issue 1, 2 etc as it is a waste of time and money to issue another card. Surely when one claims, you can see whether it is an updated policy or not and if it need be, set up a photo on the card, How long does it take to issue a card and Welcome Pack? I have certainly been inconvenienced!

I have been with HBF for well over 12 years, I was happy with the original product $46 per month, but they continually add extras to raise your premium (eg. comprehensive cover for ambulance) and each time I sit down and review my cover it is very hard to understand what I am covered for. The latest cover update has the usual increased premium and loss of valued cover options but best of all I am now covered for "Miscarriage and termination of pregnancy post 20 weeks gestation,+ Female and male sterility reversal." Great to know for a 52 year old male. For the name of the Plan, take your pic even that gets changed regularly. Last month I had the rare opportunity to place a claim ( I have not seen my doc for over 2 years) for the excess on a new pair of glasses but my $500 Gap saver amount I have accumulated over the years was not applied even when I asked it to be applied, today in garden city offices when I asked what it was for if I can't use it, I got a very vague answer that it is still there for next time. Every random possible claim question I asked today ( am I covered for eye lens change, joint replacement etc) the lady attending me went through a door and on her return a few minutes later I got a stuttered answer of " I am not sure, do you know what the number is for this procedure?" After all this effort I have no idea what I am covered for, but know that if I don't pay for it I will get a tax penalty anyway.

I got HBF insurance when I purchased my car new and they gave me a good rate, the next year when I got the renewal it had increased by over 40%. I had not had an accident or made a claim and my car was now valued at less than the previous year. My rate had gone from $420 to $602. I rang and asked them what was going on and all I was told was that the increase was due to inflation, when I questioned how they could justify over 40% being attributed to inflation and I still got no explanation. Needless to say I am no longer with HBF.

unjustified price increases

When insured with SGIO, we were allowed a $300 claim for lost food items with no excess to pay and no evidence required other than there having been no power.

HBF required a fully itemised list with evidence and we need to pay the $550 excess.

The only reason we will bother is because we have expensive refrigerated medication to replace and a good collection of cheese, condiments and frozen goods to replace that will take us past that amount to replace.