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We’ve upgraded our systems and technology

Find out the latest information below.

Overview

We recently upgraded our systems and technology to ensure we can provide the best possible experience to members and providers.

We have launched a refreshed HBF website and myHBF, along with upgraded systems for managing member claims.

If you are a HBF Provider, please visit hbf.com.au/system-upgrade-providers

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Yes, our systems are online and member services are now available. You can submit claims, and make changes to your policy, payments and personal details.

You can access the HBF App, website, myHBF member portal.

You can also visit our branch network or call us on 133 423 during operating hours.

If you would like to provide feedback or make a complaint, please visit hbf.com.au/feedback

Yes, you are able to submit claims for extras, medical and hospital treatment/s.

Electronic claiming is available, and you can claim on the spot for HBF Extras services with your provider. Simply swipe your HBF member card or tap your digital member card to claim benefits on the spot for any covered extras services.

You can also submit claims via the HBF App, or myHBF.

You can submit a claim by logging into myHBF or the HBF App and following the prompts to make a claim. For in-depth instructions, visit our Claims page.

We will endeavour to process your claim as quickly as possible. We’ll contact you once your claim has been assessed and completed. Our estimated time frame is 7-14 days. If the claim needs to go to Medicare or another party for assessment, it may take a little longer.

Once your claim is finalised, you will also receive a statement showing the benefit paid.

Yes, you can pay your premium and/or change your payment details. Payment methods include:

Find out more on our Making a payment page.

 

Yes, you can call us on 133 423 or visit a branch during operating hours to change your HBF cover. If you prefer to make changes digitally, you can also update your personal or payment details via the HBF App or myHBF.

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.

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.

Yes. You can create a health insurance quote and purchase via the website, visiting a branch or calling us on 133 423 during operating hours.

Please note, if you received a quote for health insurance before the system upgrade, you will need to create a new quote.

If you recently switched to HBF in the week before the upgrade, we will endeavour to process your clearance certificate within 14 days. We will keep you informed via email or phone call about the progress of your clearance certificate.