Before you get started
To help make the claiming process as easy and quick as possible, here's a few things to check before you start a new
health claim.
1. Check your treatment date: We will only pay benefits for claims submitted
within two years of
the date you had a
treatment.
2. Get your paperwork together: To help us process your claim, make sure you have
the following
pieces of
information
handy:
- Member number
- Provider receipts or invoices
- Medicare Statement of Benefit (if you've claimed from Medicare for in-hospital medical services)
3. Check your bank details: If you've already set up direct credit, we'll pay any
benefits into
your nominated bank
account. You can add or update your direct credit details online through myHBF or the HBF App.
Claiming made easy
Claim your way and we'll look after the complicated stuff.
- HBF App: Download from the App Store or Google Play.
- myHBF: Claim online through myHBF.
- Claim on-the-spot: Swipe your member card at a participating provider and receive your benefit
instantly.
- Branch: Drop into your nearest branch. Note: Cash is not issued in HBF branches.
- By Mail: Return a claim
form by mail to HBF, GPO Box 1440, Perth WA 6845
For tips on how to make a health claim online or through the HBF App, follow our simple how-to guide.
Essential health claims knowledge
Making a hospital claim
If you’ve had a hospital procedure your
claim
will be submitted directly to us in most cases, although you will be charged
for any out-of-pocket expenses before you leave, for example your policy excess. If you’re unsure why you
might have
received a bill or whether your claim has been processed, please contact us.
Making an Extras claim
If you’ve had treatment with an extras provider (like a dentist, optometrist or physio), you’ll generally
be able to
claim on the spot through participating terminals. Swipe your HBF member card (or tap your digital card!) when you
pay and you should receive your rebate straight away.
What happens after I submit a health claim?
First, check that your current banking details are up to date in myHBF or the HBF App so that we can pay your
benefits into your account without delay or complication (it may have been a while since you last claimed – so
this
check is worth your time!).
We process online claims within seven working days. Once your claim is processed, we’ll send
you a
letter or an email, summarising the benefit HBF has contributed towards the claim. You’ll then receive your
benefit
within 24-48 hours, paid directly into to your nominated bank account.
Don’t forget to check that your current direct credit details are up to date.
Have you processed my claim?
If you received treatment in a Member Plus hospital or made a claim electronically via myHBF or the HBF app, we’ll have received it
automatically. If you mailed your claim, contact us and we can confirm if we have it.
Your claim will be processed instantly with participating terminals (where you claim on the spot by swiping your HBF
member card) and your benefit is automatically deducted from the provider’s fee.
How can I find out how much I have left to claim?
You can find out how much you have claimed on Extras services this year and how much you have left to claim through
myHBF or the HBF app.
How much money will I get back?
For most treatment covered by your Extras policy, you can request a benefit quote through myHBF to find out how much you’ll get
back.
If you’re being referred to hospital or for a significant medical treatment, it’s important to get in
touch with us
first to check your cover. Call us on 133 423 or visit a branch for in-depth details of what
you’re covered for, the benefits payable, and information that could help minimise your out-of-pocket costs.
In order to provide a benefit quote, we must have the full details of all item numbers, associated charges and
provider numbers related to your health event. Please ask your provider for these details.
Where can I see my claims history?
Login to myHBF to see a full list of your
past claims.
Why was my claim rejected?
Your claim may have been rejected for a number of reasons, for example:
- You haven’t yet served your waiting periods
- You are behind on your premium payments
- There was a mistake in your claim or you didn’t supply the right documentation
- Your claim is over two years old
- Your claim needs to be submitted to Medicare first
- Your treatment isn’t covered by your policy or by HBF
- You’ve reached your annual Extras benefit claim limits
- We’ve already paid this claim
If your claim is rejected, we’ll send you an email or letter explaining the reasons and any actions you may
need to
take.
Time limits
Please note we only pay for claims made within two years of the date you had your treatment.
Statement of benefits
After your hospital and medical claims (from doctors and specialists) have been processed, we’ll send you
statements
showing what has been paid on your behalf.
Claim quotes
You can login to myHBF before treatment to
use our Benefit Quote tool
and find out how much you can get back and any out-of-pocket costs on Extras and dental claims.
Compensation for injury or loss
If you have recently lodged a compensation claim for injury or loss due to:
- A workplace accident
- A motor vehicle accident
- Medical negligence
- Public liability
Please complete the member Compensation Claim form and
mail
it to GPO Box H548, Perth WA 6841 or contact us on 133 423.
The Making a Compensation Claim PDS gives a simple
explanation
of what you can expect from HBF regarding the payment of your medical bills while your compensation claim is in
progress.