System upgrade FAQs for providers

Please bear with us as we get used to our new systems and technology.

There may be delays to processing of claims. For more information about what our systems upgrade means for providers, please review our Frequently Asked Questions below.

Learn more about what’s changed for HBF members.

Has claiming via ECLIPSE changed?

Slight amendments have been made when submitting claims via ECLIPSE.

Specialists on HBF’s Full Cover or Specialist Anaesthetists agreements, can continue to submit to HBF using fund id ‘HBF’ and claim type ‘AG’. Specialists on HBF’s Provider Choice or Access Gap Cover agreements need to submit to HBF using fund id ‘HBF’ and claim type ‘SC’.

The ECLIPSE Remittance Advice (ERA) will match your ECLIPSE claim to the deposits made into your bank account, allowing for automated reconciliation of claims submitted this way.

Why are some online eligibility checks or Eclipse claims for HBF members declining?

Please make sure you are entering the HBF member number as policy numbers are no longer accepted. You may need to contact the HBF member to obtain their member number.

How can HBF members submit claims for Extras services now that the system upgrade is complete?

HBF members can submit claims as they normally would via the HBF App, myHBF Member Portal or by visiting an HBF branch.

Alternatively, if a member returns to settle their account (within 7 days of their service) you can submit their claim via the HICAPS / HealthPoint terminal.

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.