Make a Claim

Yes, you can download a copy of your claims history statement by logging into myHBF or by calling us on 133 423.

When you log into myHBF you can download your claims history statement using the following steps:

• Navigate to the drop-down arrow next to your name in the top right-hand corner
• Select ‘Request a document’
• Select ‘Claims history’ in the document type section
• Select the member name and the relevant date range
• Select ‘Create document’

After you have requested or downloaded a claims history statement via myHBF, you can also access it at your convenience through the HBF App:

• Select ‘Profile’ from the nav bar at the bottom of the screen
• Select ‘View documents’ for all claims-related documents

Online claiming is only available to the policy owner, partner of the policy owner or a member who is an authorised representative and has been assigned authority to manage another member's policy. These members can submit claims for both themselves and other members on their policy.

Note: Dependants with authority to submit claims are not able to use online claiming and must use other claiming methods.

The email confirmation with the statement of benefits will be sent to the policy owner and attached to the owner's myHBF. Note: This is the case even if the partner submits the claim.

Providers cannot lodge an online claim on behalf of a member.

 

Open the HBF app or login to myHBF to see a full list of your past claims.

Once submitted and we receive all the paperwork, your claim will be processed within ten business days. We’ll contact you by email or mail to let you know if your claim has been approved and, if applicable, how much we’ll be paying towards your claim.

If approved, you can expect the funds to be deposited into your nominated bank account within two business days.

Note: If you made a claim on-the-spot using HICAPs, your benefit was automatically deducted from the provider’s fee.

Your claim may have been rejected for several reasons, including if:

• you haven’t finished serving your waiting periods
• you’re behind in paying your premiums
• there was a mistake in your claim or you didn’t supply the right documentation
• your claim is over two years old
• your claim needed to be submitted to Medicare first
• the treatment isn’t covered by your policy
• you’ve reached your annual limit for a service on your HBF extras cover
• we’ve already paid your claim.

If your full claim has been rejected, we’ll send you an email or letter explaining the reasons and any further action you need to take. If part of your claim has been rejected, this will be detailed on your HBF Benefit Statement.

Note: If you submit your claim in-person or by mail, we will need to keep the claims documents for our records. If you need to keep the documents, please make copies before submitting your claim.