Falling behind on your payments

Make a catch-up payment

If your payments aren’t up to date, you won't be able to make claims on treatments or services received after the date you are paid up to. You can make a quick one-off payment online to get your cover back on track. We accept Visa and MasterCard.

To get started, you’ll need: 

• HBF member number. You can find this on your Payment Statement or member card.
• Payment number. Found in the top right section of your Payment Statement.

Pay now online

Update your payment details

If your card has recently expired or there’s not enough money in your account, it’s likely your payments won’t go through. If this happens, we’ll let you know and try again a few days later.

In some cases, we’ll remove any direct debits you have set up:

• If you tell us that your card has been reported lost or stolen, we’ll remove your direct debits immediately.
• If you haven’t told us about your lost or stolen card, we’ll remove your direct debits within two weeks of a failed payment.
• If your payments fall behind by more than a month due to insufficient funds in your account, we’ll remove your direct debits automatically.

If we remove your direct debits, you’ll need to pay for your premiums manually.

To get your policy back on track, simply log in to the HBF App or myHBF to set up a new direct debit. Please note, you may need to make a one-off payment to clear any arrears if you’d like to make a claim.

Review your level of cover

Depending on your circumstances, you may wish to make changes to your cover to make your policy more affordable. Please note, changing your cover may affect what services you’re covered for, or how much we pay out in benefits. Speak to our friendly team by calling 133 423 or chat to us by clicking on the chat icon (bottom right - when available).

Financial hardship support

If your payments fall more than 69 days overdue, we’ll cancel your membership with HBF from the date your policy was last paid up to.

If you’ve been with HBF for over 12 months and you’re having trouble keeping up with your payments, you may be eligible to start a payment plan or suspend your policy for up to 12 months.

It’s important you speak to us as soon as possible if you’re experiencing financial difficulties. Contact us on 133 423 or chat online by clicking on the chat icon (bottom right - when available).

Other resources

If you’re facing financial difficulty, there’s help available from the following support services: 

National Debt Helpline (1800 007 007): Free and confidential helpline. 

Moneysmart (ASIC): Learn more about financial counselling.