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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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.

Since the system upgrade I’m having trouble making phone or online payments. What do I need to do?

If your HBF health insurance payment statement was issued prior to the system upgrade, the ‘payment number’ will no longer work. To simplify payments, the BPAY reference number is now also your new payment number for phone and online payments. Please use the BPAY reference number for all payments going forward. If you continue to experience issues, please contact our member services team on 133 423 during operating hours.

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.

My patient has advised that HBF hasn’t processed their claim yet. When can they expect to receive a claim outcome?

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. HBF members can access the latest information including updates to claims processing times by visiting our website.