FREQUENTLY ASKED QUESTION

Why was my claim rejected?

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.