HCF reassures members of support during COVID-19 pandemic

25 March 2020

As Australia’s largest not for profit health insurer, the health of our members and staff is our priority during the COVID-19 pandemic.

Effective close of business on Thursday March 26, all HCF branches and kiosks will close until further notice. In order to ensure we can continue to meet the needs of our 1.6 million members we are encouraging them to email us via hcf.com.au/contact-us; call us on 13 13 34; and download our My Membership mobile app in order to make a claim. We are encouraging our members to be patient if they experience some delay in receiving a response due to the increased volume of member activity.

Our HCF Dental and Eyecare centres continue to operate but we expect that service delivery may become more restricted. We will continue to deliver dental clinical services to focus on providing urgent dental treatment to members and routine dental care may be provided where there is minimal risk. We also want to emphasise that we are following the most recent Dental Board guidelines for dentist service delivery and all our dentists operate with personal protection when in surgery to ensure the safety and health of our team and members.

HCF has also clarified how COVID-19 is covered by our private health insurance policies.

“To give our members the utmost peace of mind during this time we have decided that all hospital policies will cover any COVID-19 related hospital admissions. At such a stressful time, the last thing people want to be thinking about is whether they are covered. Focussing on the health of you and your family is top priority” said HCF CEO, Sheena Jack.

Special measures are being put in place for existing Accident Only members that will allow them to upgrade for respiratory conditions with no waiting periods if certain conditions are met.

“We also recognise many people may be facing significant financial pressure during this time. We have teams available to provide support and guidance over the phone on 13 13 34 or via email”.

Some of our Life policies have also been designed to assist with unexpected costs and help cover the bills during illness or accident to get you back on your feet. Please call 13 13 34 to see how we can help.

“During this difficult time, we also encourage our members to make use of HCF’s many health and wellbeing benefits including online access to GPs and psychologists.” said Ms Jack.

HCF would like to thank the dedicated individuals, including healthcare professionals and members of Government, who are working around the clock to try to alleviate this situation.

HCF will continue to review and revisit member and employee needs in the face of this fast-changing and unpredictable situation. HCF strongly advise people who have questions about COVID-19 to visit www.Australia.gov.au.


Issued on behalf of HCF by OPR Health. Media enquiries to:

Samantha Gale

Emma Nunan

About HCF

HCF, Australia’s largest not-for-profit health fund protecting Australians since 1932, covers over 1.6 million members with health and life insurance, travel and pet insurance. On average over the last five years, HCF has paid out more cents in every dollar in premiums to members as benefits than the industry average. With over 35,000 specialists participating in its Medical Gap Cover Scheme and over 19,000 provider locations forming part of its More for You network, HCF gives members access to quality health care with no gaps or minimal costs compared to non-participating providers. To empower members to put their health first, HCF also offers a range of health and lifestyle services, mobile Victor Chang Health Checks and the HCF second opinion service. HCF’s national network of branches and Australian-based call centres have earned multi-award winning status. HCF members also have access to low cost, high quality services at HCF Dental Centres and HCF Eyecare Centres. Having contributed $50 million to support the health services research funded by the HCF Research Foundation, HCF is devoted to investing in the future of Australia’s health. HCF has been voted the most trusted health insurer 2 years in a row – as voted in the Roy Morgan Net Trust Survey 2018 & 2019. To learn more about HCF go to hcf.com.au/about-us