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.

Financial Relief for Members

If you’ve been a member longer than one month and you’re experiencing financial difficulties, we can provide you with some premium relief options. And, if you have the Gap Saver feature, another financial relief option may be available to you. Just give our friendly Member Contact Centre a call on 133 423 and they can discuss your options with you.

A message from our CEO, John Van der Wielen

Over the past week, we’ve moved quickly to develop several measures to provide financial relief and better access to services for members impacted by the COVID-19 pandemic. If you find yourself in financial distress, please call us on 133 423 and we’ll be able to help.

Latest Updates

HBF cancels 2020 premium increase

The COVID-19 pandemic is an unprecedented health crisis for our community, which is why HBF has made the decision to cancel this year’s premium increase which was due to take effect 1 April 2020.

Being a not-for-profit health insurer with no obligations to shareholders has allowed us to focus on the interests of our members and be there when they need us most.

To find out more about the cancellation of premium increase in 2020 visit our frequently asked questions.

Visit our premium increase FAQs

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*. This is a temporary benefit we’re making available, no matter what level of eligible hospital cover you have.

This benefit is only available until 30 June 2020, but we’ll review the progress and impact of the COVID-19 pandemic before this date and consider extending it.

*Out-of-pocket costs may apply.

#This excludes members with Overseas Visitors cover.

Accessing health services through phone or video

We understand that many of our members may not be able to access face to face health services as the COVID-19 pandemic evolves.

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

Normal waiting periods, exclusions (including non-family group consultations) benefits and limits apply.

Learn more about telehealth
Lift on some elective surgery restrictions

There is good news for our WA members, with private hospitals resuming a quarter of their usual elective surgery activity from Tuesday 28 April. If your surgery was cancelled there is no need to call your provider, they will contact you to make arrangements.

Only Category 1 and some exceptional Category 2 surgery will continue until further notice.

To enquire about the status of your upcoming surgery please contact your treating Doctor or the hospital you are booked into for further information.

Learn more about changes to elective surgery
Update to dental treatments

Australians will now be able to access all dental treatments as the COVID-19 dental restrictions ease. Routine dental treatments such as scale and cleans, check-ups and fillings have all resumed, so it might be a good time to book an appointment! Contact your regular dentist, or if you live in WA, find a Member Plus Dental Provider here for guaranteed out-of-pocket costs on preventative dental treatment.

Patients will continue to be screened for risk of COVID-19 and triaged to ensure safety measures are followed.

Find a Member Plus Dental Provider

We're here to help you stay well

While face to face service in some branches remain paused, here are some handy ways to connect with us and manage your health cover from home.

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.

Frequently Asked Questions

FAQs correct as of 19 March 2020. Please note this is a rapidly evolving situation and details may have changed.

You’ll still be eligible to receive your usual HBF benefits, but you’ll need to speak to your doctor and the hospital directly to find out if elective surgery is still going ahead as normal.

If you have any questions about your HBF Travel Policy you can view our service message and frequently asked questions here.

Yes, you can still contact us and submit claims as normal. The best way to submit a claim is online via myHBF or on the HBF Health App.

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.