Customer service

Our commitment

Our members-first philosophy extends to our customer service, so when you need us – be it through our Australia-based call centre, in person in branch, online or by mail – we go all out to make the HCF experience a good one.

Our award-winning service

We’ve been recognised for customer service excellence with awards from the Customer Service Institute of Australia for the last eight years in a row. The awards we’ve won are:

  • Service Excellence in a Large Contact Centre
  • Service Champion - Customer Service Organisation of the Year - Large Business.

These awards demonstrate the Uncommon Care we show our members.

We’re also proud to be accredited to the International Customer Service Standard, a highly respected assessment and certification program which recognises customer service excellence.

OUR MEMBER SERVICE CHARTER

As an HCF member, you have every right to expect excellent service from us and we’re committed to achieving this. Being a not-for-profit organisation, means our focus is on you, not shareholders.

Our vision

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

Our mission

To be the partner of choice in enabling people to care for their health.

Our promise to you

  • 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.

Claiming with us is easy

There are a range of ways you can claim:

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 nominated bank account.

Keep us updated

We'd appreciate it if you:

  • let us know when your information changes, like your contact details
  • give feedback on our service.

Your feedback drives our decisions

We’re constantly looking for ways to improve the customer experience, and our products and services. One way we do this is by asking members to tell us about our customer service. This feedback guides future service and system enhancements. It also delivers on our promise to put you at the heart of our decisionmaking.

Give feedback

Contact us

Email us

When you email us at service@myhcf.com.au, or send a message through our Contact us page, you’ll immediately get an automated acknowledgement. We aim to respond to your email within three business days.

Call Us

When you call us on 13 13 34:

If we can’t help you immediately, we’ll arrange for someone to call at a time that suits you.

We aim to return your call on the same day, or the next business day if you call outside of business hours.

Call us on 13 13 34.

Visit a branch

Visit an HCF branch, Dental or Eyecare Centre. We have locations across Australia and are ready to help you join, get advice or make a claim.

Send us mail

We aim to respond to mailed enquiries within five business days of receiving them.

The address is:
The Hospitals Contribution Fund of Australia Ltd
GPO BOX 4242
Sydney, NSW 2001

Self-service options

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

Phone

Call self-service directly on 13 14 39 to:

  • order your latest tax and claims statement
  • opt out of member mailings
  • make a payment
  • finalise your Australian Government Rebate application.

My Membership app and online member services

Head to My Membership app to:

  • make a claim
  • manage your cover
  • estimate your benefits
  • update payment details
  • 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 wish 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.

For complaints related to other HCF products, please contact as follows:

Pet insurance (product, service or cover): PetSure on 1800 630 681 or petinsurance@hcf.com.au

Travel insurance (product, cover or claim): Allianz on 1300 657 046  or HCF@Allianz-assistance.com.au.

Travel insurance (service): 13 13 34 or service@myhcf.com.au

Bonus travel insurance (product, cover or claim) included with eligible health insurance products: AIG on 1800 339 669 or write to: The Compliance Manager, AIG, Level 12, 717 Bourke Street, Docklands, VIC 3008.

Your privacy

We’ll protect your privacy and handle your personal information in accordance with our Privacy Policy, like:

  • how we collect, use and disclose personal information (which may include obligations to overseas recipients)
  • how we store and secure personal information
  • how to request to stop direct marketing from us
  • how to access and correct your personal information
  • how to contact us if you have a concern or query related to privacy.

You can read our policy online, request a copy at a branch or call us on 13 13 34.

Private Health Insurance Code of Conduct

The Private Health Insurance Code of Conduct's aim is to improve the standards of practice and service in the private health insurance industry. We support this by ensuring you:

  • receive correct information about private health insurance
  • are aware of the internal and external dispute resolution procedures
  • can make an informed decision about your purchase
  • are protected in accordance with the privacy principles.
Read a full copy here

Downloads

Member Service Charter

141.3KB PDF

Complaint_Management_Policy

100.9KB PDF

HCF_Privacy_Policy

73KB PDF