member updates

At HBF, we are continuing to monitor the latest developments relating to COVID-19. We want to assure our members that despite unprecedented times, we are here to help.

COVID-19 support

RAT Requirements in Hospitals

In light of Covid infections across the country, Hospitals and some other medical facilities may be required to screen and test patients for Covid-19 via a RAT on the date of admission in line with State Government guidelines.

In all instances where a charge has been applied, HBF expect the following minimum standards to be applied:

  • Each member is provided with clear guidance on preadmission requirements before presenting at the hospital for admission;
  • Members are provided with choice as to whether they supply their own test; and
  • If fees are charged for provision of a RAT kit that these fees are reasonable and does not exceed $20.

Public hospitals will not charge for testing.


Financial hardship support

If you’re an eligible member # and are experiencing financial hardship, we’re here to help. We have these support measures in place:

  1. If you are in receipt of the JobSeeker payment:
    • AND been a member for 1+ years: you may be eligible to suspend your policy for up to 15 months depending on your length of membership with us.
    • AND been a member for 3+ years: you may be eligible for up to 9 months of complimentary cover, depending on your length of membership with us.
  2. If you are not receiving the JobSeeker payment:
    • AND been with us more than 1 month ^: you may be eligible to suspend your policy for up to 6 months.

Just give our friendly Member Contact Centre a call on 133 423 and they will happily help discuss your options with you.

Accessing health services through phone or video

To ensure that we are there for our members in the moments that matter, HBF has introduced benefits for certain Psychology, Clinical Psychology, Physiotherapy, Occupational Therapy, Speech Therapy, Dietetics, Nutrition and Exercise Physiology treatments when delivered via phone or video (also known as telehealth treatments).

Normal waiting periods, exclusions, benefits and limits apply.

Learn more about telehealth

Expanded COVID-19 coverage

At HBF, so long as you have an active eligible hospital policy# and served your standard 2 month waiting period , we will pay benefits towards chest, heart, lung and kidney hospital admissions related to any COVID-19 treatment +, including those resulting from vaccine side effects. This is a temporary benefit we’re making available, no matter what level of eligible hospital cover you have.

This temporary benefit is available until April 1 2023.

COVID-19 payments to members

HBF delivered on a promise made to our members and in 2021, returned approx. $42 million to members from surplus funds due to COVID-19.

Learn more about Covid-19 payments

We're here to help you stay well

Here are some handy ways to connect with us and manage your health cover.

myHBF app

Manage your health cover anywhere with the HBF app. Install from the Apple app store or Google play store.


We’re here to take your calls, so if you would prefer to speak to us over the phone, call 133 423. To view our latest call centre hours, visit our contact page.


You can manage your health cover online through myHBF, you can also message us during business hours on our website by clicking the chat now button.


In response to the State Government’s COVID-19 restrictions, we've temporarily paused face-to-face service at our branches in the Perth and Peel regions.

Department of Health advice

To help stop the spread of COVID-19, the Department of Health advises we should all practise good hygiene and social distancing.

Wash your hands

Wash your hands with soap and water for at least 20 seconds. If that is not available use an alcohol-based hand sanitiser.

Coughing or sneezing

Coughing or sneezing into a tissue or a flexed elbow.

Keep your distance

Practice social distancing and follow the limits for public gatherings.

As the COVID-19 situation rapidly evolves, please check the Department of Health website or the World Health Organisation website, for the most up to date information. If you have any questions about symptoms, testing, treatment and how to self-isolate please speak with your local health care professional or visit the Department of Health website.