As an HCF member, you have every right to expect excellent service from us. We are committed to achieving this.

HCF is a not for profit organisation. Our focus is on our members, not shareholders.

Our mission

HCF’s mission is to satisfy the needs of Australians for access to affordable, high quality health care when and where they need it; personal protection; and peace of mind.

Our commitment to you

We promise to:

Provide attentive, caring and prompt service
  • We deal with your query on the spot
  • We assign one HCF staff member to follow up with any outstanding issues
  • Our sales staff are trained to help with all your enquiries
  • We respond to your emails and letters promptly
Keep you up-to-date
  • Changes in your policy and premiums are simple to understand and clearly explained
  • We let you know of any changes to your policy conditions or cover before the change occurs
  • You will receive clear, relevant information on claims and your membership
Value your privacy

Your privacy is important to us. How HCF collects, uses, discloses (which may include obligations to overseas recipients in compliance with its privacy obligations) and keeps and secures personal information including how to opt out from direct marketing, how to request access to a correction of your personal information or how to complain about a privacy breach and how this is handled by HCF is explained in the HCF privacy policy. For a copy of this policy, visit, your local branch or call our member services team on 13 13 34.

Always be available

Service is delivered by branches, kiosks and agents in key locations in New South Wales, the Australian Capital Territory, Adelaide, Brisbane and Melbourne, our call centre and the HCF website

Make claiming and dealing with us easy

We will provide you a range of ways you for you to claim – online, at our branches, or via on-the-spot claims terminals at many providers, or through the post. Many of our hospitals and providers will process your claim for you.

We value your feedback

Contact us on 13 13 34 or use our online contact form. We look forward to hearing from you.

We value your feedback

We look forward to hearing from you.

T. 13 13 34

+ HCF Member Service Charter [PDF]