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new-branch-feels

We're making some changes,
here's why and how

Our members' needs have evolved and we need to keep pace.
Right now, we’re focusing on three core areas of our business.

1

Affordability

We’re working hard to become as efficient as possible, so we can keep HBF health cover affordable.

Learn more
2

Simplicity

We know that health insurance is confusing, so we’re making it easier to understand and use our products and services.

Learn more
3

Member service

We’ve made a conscious decision to focus more on looking after our existing members than acquiring new ones.

Learn more

Affordability

While rising healthcare costs continue to drive up premiums, internally, we’ve been making changes that will help us keep future premium increases to a minimum.

Affordability

Reducing our
operating costs

Today our expenses are lower thanks to savings from ending sponsorships, closing branches where member demand had fallen, and internal restructuring to create a flatter, more efficient management structure.

Affordability

Ending
agreements
with brokers

We saved money by ending our arrangements with comparison sites like iSelect and Compare the Market, which involved paying high commissions to gain new members.

Affordability

Branching out
at head office

We’ve saved money by relocating our Perth City branch into our head office. We also plan to lease three floors of our head office premises to provide income that we’ll use to further reduce our operating costs and the pressure on members' premiums.

changes-closures

Affordability

Product changes

We’ve made changes to our hospital products, ensuring higher cost procedures are only covered on higher level products where they don’t push up premiums for everyone.

We are also making changes to our extras products, which include reducing limits and benefits on some services and increasing benefits on other popular services.

Simplicity

We know that health insurance is still too confusing. We’re making changes to make it easier for people to understand our products, what they are covered for, and choose the health cover that’s right for them.

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Simplicity

Health cover.
Made easy

We’re reducing the total number of health insurance products we offer, making them simpler to compare and understand.

This change will make it easier for members to move between products as their needs change.

Simplicity

Gold, Silver,
Bronze & Basic

We’re renaming and changing products in line with Government reforms that come into effect in April 2019. These changes will make it easier for Australians to understand what's included in their health insurance when comparing products of different health insurers.

Simplicity

Redesigning
Member Plus

We are introducing a new Member Plus Dental Arrangement, which will deliver more choice of dentists and better Preventative Dental benefits.

From 1st Jan 2019, you will get the same amount of money back when you claim regardless of whether you see a Member Plus or Non-Member Plus dentist.

Learn more about these changes

Member service

As a not-for-profit health fund, members are at the heart of our business. That’s why we’ve made a conscious decision to focus more on looking after our existing members than acquiring new ones.

Member service

Quality cover
over incentives

We've stopped offering short term incentives to attract new members. While this is a common practice in health insurance we believe the quality of our insurance speaks for itself.

We'll continue to evolve our HBF Momentum member benefits program to provide offers and discounts that reward our existing members.

Explore our Momentum Rewards Program

Member service

Improving
member
experience

We’ve placed more people into our Perth-based Member Contact Centre so we can answer members’ calls more quickly. This has helped us dramatically reduce call wait times.

To improve our face-to-face experience, we opened a new Perth city branch at HBF head office in July.

Member service

Focus on our
digital services

We're working to improve the service we provide through digital channels too - improving services like webchat and making it easier for members to claim, find providers and manage their policies.

Register for myHBF

We're changing how we operate,
who we are remains the same

For members,
not for profit

Of the five major Australian health insurers, in 2017 we gave the most benefits back to members as a percentage of premiums. For every dollar in premiums, we returned 91 cents to members as benefits.

Proudly Western Australian

Since 1941, we have proudly serviced Western Australians in need and will continue to be a WA-based health insurer for the foreseeable future. But we also need to grow our presence in other states to make us stronger, and deliver more value to our members.

Focused on
community

We have raised over $9,000,000 for Western Australian charities, including Cancer Council WA, Heart Foundation WA, Diabetes WA, Lifeline WA and more.