UNCOMMON CARE
MEMBER STORIES
UNCOMMON CARE IS ONGOING SUPPORT
Our COACH® program supports eligible members* with heart-related conditions or diabetes, like helping HCF member Joseph make life-changing positive steps to be fitter, stronger and get off his diabetes medication.
Joseph felt confident knowing the telehealth COACH program was offered by HCF with in-house health professionals like dietitians, pharmacists and nurses to support him. Having been a member for over 50 years, Joseph says he’s always felt supported by HCF.
“All the appointments were over the phone, that was a first, for me! But it has been really good.”
UNCOMMON CARE IS BEING THERE AT EVERY STAGE OF LIFE
Throughout 60 years of family health crises and her own medical problems, Jenny has relied on her health cover for support.
During her time with HCF, Jenny has built up many good relationships with doctors, nurses and technicians, especially at places she attends regularly, like the eyecare hospital. She also reaches out to the health cover experts at HCF for helpful advice whenever she needs it.
“I had a knee replacement earlier this year and because of my level of HCF cover, my out-of-pocket expenses were significantly reduced…and they even covered most of my visits to the rehab hospital for physio after I left there.”
UNCOMMON CARE IS SUPPORT WHEN YOU NEED IT MOST
Janet has been an HCF member for almost 40 years. After a fall left her in acute pain and needing knee replacement surgery, she discovered the benefits of our No-Gap Joints program^.
By going through the program, Janet’s only out-of-pocket expense was the hospital excess and one session with the physio in the pre-admission clinic. The rest was covered by HCF.
“Going through the No Gap Joints process like I did, you get plenty of tips on preparing yourself and your house with all the equipment needed, like toilet rails. No-one else tells you all that.”
UNCOMMON CARE IS HELPLING YOU FOCUS ON WHAT MATTERS
Matthew’s world turned upside down with his testicular cancer diagnosis. Luckily he had access to our treatment at home+ as part of his HCF health cover, which meant he didn’t have to go to hospital and instead was treated from the comfort of his lounge.
“We just assumed that he'd have to have chemo somewhere and have to travel.... then they said that they were going to do it at home and it was just such a relief.”
UNCOMMON CARE IS HELPING YOU BE YOUR HEALTHIEST SELF
After trying different diets, former professional athlete Guy found a weight management program that seemed perfect for his lifestyle.
Having been an HCF member since 2013, Guy was excited to find out that HCF would support him to achieve his health goals by signing up to the CSIRO Total Wellbeing Diet.
“HCF [is] paying for me to be a better person – a healthier person – is an incredible advantage to my health…I genuinely do appreciate it.”
UNCOMMON CARE MEANS PUTTING OUR MEMBERS FIRST
"When my results came back as very early stages of melanoma I was shocked. I was lucky enough to avoid surgery and simply had the mole burnt off with no further spreading. I’m so grateful HCF offered me the opportunity to use this skin check service, otherwise the melanoma could have been more aggressive. It makes me feel like HCF actually cares about my health."
Robyn, HCF Member
UNCOMMON CARE MEANS UNCOMMON CONVERSATIONS
HCF member Trevor has faced extreme health challenges, but those events changed his life for the better. On his road to recovery from a heart attack, HCF customer service staff member (now Head of Membership) Lynette became a great sounding board and supporter of Trevor.
“Having a company like HCF behind you helps you get the care that you want and that you need”.
MORE UNCOMMON STORIES
MEET NIC
At the age of 12, HCF member Nic began a harrowing mental health journey. But the despair turned to joy once he received the right diagnosis and began to share his story with others.
MEET LIZ
Liz's Critical Illness Cover was able to help with the costs of recovery after she received a shock diagnosis of a rare form of cancer.
MEET ABBY
Having Kids' Accident Cover helped Abby with the unexpected costs of surgery after her son, Archie, had an injury while riding his bike.
SHARE YOUR STORIES OF UNCOMMON CARE
We’d love you to share your story of Uncommon Care.
Meet our people
UNCOMMON CARE IS HELPING WITH DENTAL ANXIETY
“I take my time in getting to know the children. I really get inside their shoes and try to bring something familiar from the outside world to the dental practice.”
Jasmina, Oral Health Therapist
UNCOMMON CARE MEANS GOING THAT EXTRA MILE
“At our heart we're always putting members first. It's little touches, and unconsciously what you're doing makes a difference and our members experience with HCF, and that they can trust us.”
Stavroula, Member Marketing team
UNCOMMON CARE MEANS UNCOMMON CONVERSATIONS
“Giving the member that call was the happiest moment of my day, because I knew I’d done the right thing. Getting it resolved in one day was unbelievable.”
Rekha, Senior Member Care Consultant
UNCOMMON CARE IS MAKING THAT EXTRA CALL
“I feel like I’ve been empowered to make a change in someone’s life.”
Mark, Senior Member Care Consultant
UNCOMMON CARE IS PUTTING PEOPLE BEFORE PROFIT
WE’VE PAID OUT MORE BENEFITS THAN THE INDUSTRY AVERAGE, FOR EVERY DOLLAR OUR MEMBERS PAID IN PREMIUMS#
Winner of the 2024 Outstanding Value Health Insurance at this year's Canstar’s Health Insurance Awards, which we've won 9 years in a row.
97% OF MEDICAL SERVICES PROVIDED IN HOSPITAL COVERED WITH A KNOWN OR NO-GAP**
OVER 11,000 DENTISTS IN OUR NO-GAP NETWORK ACROSS AUSTRALIA^^
WE PUT OUR MONEY WHERE OUR MEMBERS ARE
Find out more
IMPORTANT INFORMATION
* Eligibility criteria applies. For more information see hcf.com.au/coach
^ Eligible members will need to have HCF hospital cover including primary hip and knee replacements for 12 months (excluding Overseas Visitors Health Cover). Members must meet clinical criteria and be accepted into the program by a participating clinician and hospital. Program is only available at participating hospitals for a limited time. For full program terms and conditions, including list of participating hospitals and program end dates, visit hcf.com.au/nogapjoint
+ Available with HCF contracted providers, subject to member location and hospital cover. Waiting periods apply. You must have a suitable home to be treated in.
# 89.2% compared to 85.6% across the industry. Calculated based on the average of the past 10 years, sourced from APRA Statistics: Private Health Insurance Operations Reports 2014-23.
** Calculated based on APRA Quarterly private health insurance statistics September 2023.
^^ 100% back through our No-Gap network is available on selected covers. Waiting periods and annual limits apply. Our network of healthcare providers change often. Please check that your provider is part of our network before you book or attend an appointment. See hcf.com.au/100back