Help Centre

Managing an existing policy

If you’re with HBF, find out more about how to make changes to your policy.

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Frequently asked questions

Find quick answers to our members' most commonly asked questions.

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You can order a new HBF member card via any of the following methods and we'll send you a new card via mail within seven business days:

Your current card will still be valid for 14 days, so you can continue to claim while you wait for your new card to arrive.

Lost or stolen cards

If you contact us to report a lost or stolen HBF member card, we will deactivate your card immediately and send you a new card via mail which can take up to seven business days to arrive.

While you wait for your new card, you can still claim via myHBF, the HBF app, in person or by mail. You won’t need your member card, but you will need your membership number.

Health Providers like dentists, opticians, physiotherapists and chiropractors let you use your HBF member card to claim on the spot via HICAPs. This means you'll be able to swipe your member card or tap your digital member card and all you'll pay is the difference between the provider's fee and how much we contribute towards your treatment (what you pay is called an 'out-of-pocket').

You'll also need your member card - or the membership number on it - to register for the HBF App and myHBF, where you can manage your health policy online. Please, note, dependants with authority to claim cannot use myHBF or the HBF App to claim. Instead, they can call 133 423 or visit their nearest branch.

Yes. If you forget your card on the day of treatment, you may be able to access your digital member card via the HBF App. If you don't have access to either your physical or digital member card, you can pay the provider upfront and submit your claim by:

After setting up your HBF digital card you’ll be able to find it in your Apple Wallet. To claim, make sure your phone or watch is unlocked, and simply hold your device up to the HICAPS terminal.

iPhone (Face ID)
Double click the side button and look at your screen. Then hold your iPhone near the HICAPS terminal and authenticate with Face ID.

iPhone (Touch ID)
Hold your iPhone near the HICAPS terminal, then authenticate with Touch ID.

Apple Watch
Double click the side button, then hold your Apple Watch up to the HICAPS terminal.

If your HBF member card is lost or stolen, please contact us on 133 423 or visit your nearest branch. We'll immediately deactivate your missing card and organise for a new card to be sent to you via mail — this can take up to seven business days to arrive.

While you wait for your new card to arrive, you will still be able to claim via the following methods:

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