Help Centre

Information for health providers

Learn more about HBF’s provider arrangements, who can register and how to join.

Frequently asked questions

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

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What information does a member eligibility check give medical providers?

A member eligibility check can give medical providers information regarding a member’s eligibility to claim on a service, including:

The member’s level of cover
Any exclusions or restrictions that apply
If the member’s policy is financial (i.e. premiums have been paid to date)
How much excess a member will need to pay and if any co-payment applies

I received a member eligibility check back from HBF but I don’t understand the information provided. Who can I contact for assistance?

You can contact the eligibility team for assistance. Call 1300 810 475 from 8am-4pm WST Monday to Friday, excluding public holidays, or email eligibility@hbf.com.au.

How can I get support with a registration or agreement query?

Please contact our Medical Provider Relations Team at medicalgap@hbf.com.au.

I am yet to receive an outcome on a claim, when will this be finalised?

Due to the systems upgrade, we have a backlog of claims that our team are diligently working through. It may take some time to clear this backlog and we appreciate your patience.

Why have I seen a small difference in my regular premium payment?

As we change to the new system, some members may notice small variances in their regular premium deductions. These minor variances arise from how the new system is configured in terms of rounding and how Lifetime Health Cover Loading, Private Health Insurance Rebate or discounts are applied.

Once we go live in the new system, you will be able to review your regular premium amount through myHBF or the HBF App under Payments.