Complaints and compliments
HBF complaints process
Tell us your feedback
Make a complaint
If we haven't been able to resolve your feedback in the first instance, you can request for your complaint to be escalated and we will appoint a case specialist to review your complaint.
If we have not done this for you already, you can lodge a complaint via email, call us on 133 423 or visit your nearest branch or kiosk. Alternatively, you can post your complaint to:
HBF Member Relations & Advocacy Manager
GPO Box C101
Perth WA 6839
Our appointed case specialist will be in touch within two business days of your complaint being raised to let you know that we have received your complaint.
We will do our best to resolve the issue within ten business days, if not sooner. Depending on the situation, we might need additional time to investigate your concerns - we will always let you know if this is the case.
Further escalation (if required)
If you are not happy with the outcome of your complaint investigation, you can request to escalate the issue within HBF for further independent review by our Internal Dispute Resolution Panel. This is the final step of the internal review process and can take up to 15 business days for us to provide an outcome.
If at any stage you would like an update on your complaint, you can request this from your case manager or by contacting us at memberexperience@hbf.com.au.
External review
If you are not satisfied with the outcome of our internal complaint resolution process, you can contact the Private Health Insurance Ombudsman for an external review of your complaint.
To make a complaint with the Commonwealth Ombudsman, contact them at www.ombudsman.gov.au.
If we are contacted by the Private Health Insurance Ombudsman, we will provide a response to the Ombudsman within 3-10 business days, if not sooner.
What information do I need to provide with my complaint?
We will do our best to investigate your complaint based on the information we already have. However, it will be helpful if you can supply the following to assist our review:
- As many details as possible in relation to your case, so that we can understand the issue in full
- Your contact details and the best time to reach out to discuss your complaint, as well as your preferred method of contact (phone or email)
- Any supporting documentation that you feel is relevant to your case
HBF is committed to ensuring the way we collect and handle your personal information is in accordance with the Privacy Act 1988 (Cth) and our Privacy Policy. Our Privacy Policy will be reviewed and updated from time to time and we encourage you to visit our website at any time to view the latest version.
