Customer service

As an HCF member, you have every right to expect excellent service from us. We’re Australia’s largest not-for-profit health fund which means our members are at the heart of everything we do. And we put their health before anything else.

Our vision

To make healthcare affordable, understandable, high quality and member-centric.

Our promise to you

We will:

• be helpful, courteous and professional
• explain our answers and actions clearly
  
• work through your options with you
• let you know of, and clearly explain, any changes to your policy and premium
• provide straightforward, relevant information on claims and your membership.

The My Membership app takes the hassle out of health cover with fast claims on the go​, payment flexibility and no-fuss cover review.

Download from the App Store or Google Play. 

There are a number of ways you can submit a claim with us. These include:

• in the My Membership app
  
• through online member services
  
• on the spot at a participating provider
• at a branch
• by post.

We aim to process your medical and extras claims within 2 business days. If your claim is payable, we’ll deposit the benefit into your chosen bank account.

We also have a variety of 24 hour self-service options to help you manage your membership.

Phone

Call our Self Service facility directly on 13 14 39 to:

• order your latest tax statement
• make an automated payment.

My Membership app and online member services

Head to My Membership app to:

• claim for extras and ambulance
• manage your cover
• get a benefit estimate
• update payment details
• save with HCF Thank You loyalty rewards
• find your nearest health provider.

You can also use online member services on any device.

Complaints

We’re committed to making sure we resolve any misunderstandings or concerns with you as soon as possible. Guidance on how to make a complaint, our approach to handling your complaint and timeframes is outlined on Complaints & Feedback page and our Complaint Management Policy. For a copy of this policy you can also visit your local branch. 

If you have a complaint about your health or life insurance membership or cover, products or services, or want to find out the status of an existing complaint, you can chat to us in person, by phone, email or online.

If we're unable to resolve your concern at first point of contact, we‘ll assign your complaint to a Resolution Officer.

If you’re not happy with the outcome, you can ask that your complaint is escalated for an independent review within HCF.

If you’re still not satisfied, you may wish to contact the relevant Ombudsman. An Ombudsman is an independent body that helps resolve complaints and provide information.