Customer service

Our commitment

Our members-first philosophy extends to our customer service. When you interact with us – through our Australia-based call centre, in person, online or via mail – we go all out to make the HCF experience a good one.

Our service standards have been recognised by the Customer Service Institute of Australia, which has presented us with multiple awards, most recently the 2017 Service Champion Award - Customer Service organisation of the year - Not-for-Profit category

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. We’re committed to achieving this. As a not-for-profit organisation, our focus is on our members, not shareholders.

Our vision

Making health care 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

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.

Dealing with us is easy

Claiming

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 account or send a cheque within 5 business days.

Help us help you

We'd appreciate it if you:

  • Let us know when your information changes (e.g. your contact details)
  • Provide 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 the customer service we’ve provided. This feedback guides future service and system enhancements. It also delivers on our promise to put you at the heart of our decision-making.

There are many ways you can contact us

Email and online

When you email us at service@hcf.com.au, or send a message through our Contact us page, you’ll immediately receive an automated acknowledgement. We aim to respond to your email within 3 business days.

Phone

When you call us on 13 13 34:

  • Our staff will always introduce themselves by their first name
  • 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.

In person

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.

*HCF Eyecare Centres are independently owned and operated by Eyecare Holdings Pty Limited ACN 054 365 196.

Post

We aim to respond to mailed enquiries within 5 business days of receiving them.

Self-service options

We also provide 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.

Online

Visit Online Member Services to:

  • Apply for the Australian Government Rebate or change rebate tier
  • View your online extras claiming and history
  • View your membership and cover details
  • Make payments securely online or change your payment details
  • Request your tax statement, policy summary, and rate notifications electronically
  • Manage your subscriptions
  • Register for Student Dependant or Extended Family Cover.

Complaints

We’re committed to making sure your concerns are resolved as quickly as possible. Guidance on how to make a complaint and our approach to handling your complaint is outlined in our Complaint Management Policy. For a copy of this policy you can also visit your local branch

If you have a complaint about your membership or cover, our products or services, or wish to find out the status of an existing complaint, please contact us so that we can help.

Health or life insurance (product, service or cover): 13 13 34 or service@hcf.com.au

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

Travel insurance (product, cover or claim): QBE on 1300 650 503 or complaints@qbe.com

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.

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

Ombudsman

If your complaint isn’t resolved to your satisfaction, you can also contact the relevant Ombudsman. Ombudsmen are independent bodies formed to help resolve complaints and provide information.

If your complaint is about health insurance:

Private Health Insurance Ombudsman

Call: 1300 362 072 (option 4 for private health insurance)

Visit: ombudsman.gov.au/making-a-complaint/contact-us

Email: phio.info@ombudsman.gov.au

Write:

Private Health Insurance Ombudsman
Commonwealth Ombudsman
GPO Box 442
Canberra
ACT 2601

If your life, pet or travel insurance complaint isn’t resolved to your satisfaction within 45 days you can contact:

Australian Financial Complaints Authority

Call: 1800 931 678 (free call)

Visit: afca.org.au 

Email: info@afca.org.au

Write:

Australian Financial Complaints Authority
GPO Box 3 
Melbourne
VIC 3001

Your privacy

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

  • 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.

For a full copy of the code, visit privatehealth.com.au/codeofconduct.

Downloads

Member Service Charter

140.8KB PDF

Complaint Management Policy

72.4KB PDF

HCF Privacy Policy

94.7KB PDF