MEMBER SUPPORT DURING COVID-19

Thank you for your patience and understanding as our teams work through the impact of COVID-19. Like everyone across Australia now, our business is bound by federal government announcements. On this page, you’ll find helpful information on the steps we’re taking to ease the impact on you, our members.

FINANCIAL SUPPORT

NO PREMIUM INCREASE FOR 6 MONTHS

We've postponed our scheduled premium increase until at least 1 October 2020. We've been in touch with all our members about the delayed increase.

HELP IF YOU’RE NOW UNEMPLOYED

Our priority is our members who are struggling financially - if you were a member with us before 31 March 2020 and have hospital only or hospital and extras cover (excluding Overseas Visitors Cover and Ambulance Only cover) and have become unemployed or stood down through no fault of your own, we’ll pay your premiums for up to 6 months and you’ll still be covered during that time. If you joined us on or after 1 April 2020 a 12-month waiting period applies.

We've created a dedicated COVID-19 Hardship Team to talk you through your options. So, if you're worried and struggling to pay your premiums please call us on 13 13 34 so we can help.

Hear from our members

"When my husband and I lost our jobs, we received absolutely beautiful service from an amazing team. It’s reinforced our loyalty to HCF, and we’ll be encouraging friends and family to join."

Christina, HCF member

"Sanah was friendly and straightforward - she made me feel like I wasn't just another number. I was relieved that HCF would take care of our cover for the next 3 months, giving us some breathing room."

Lisa, HCF member

YOU'RE COVERED WITH HCF

In these uncertain times, you can be confident we're covering COVID-19 related hospital claims for members with hospital cover. For a small number of policies that wouldn’t normally cover all COVID-19 related hospital claims, we've extended your policy to make sure you're covered. This cover extension applies until 30 September 2020 and it’s at no extra cost. Overseas Visitors Health Cover members should check their product information to see if they're covered.
 
View your cover

USING YOUR COVER

TELEHEALTH EXTRAS DURING COVID-19

It's really important to us that our members can look after their health and wellbeing, especially in these uncertain times. So, eligible members will now be able to claim for one-to-one telehealth services from recognised HCF providers for a limited time for the following services:

  1. Birthing classes
  2. Dietetics
  3. Exercise physiology
  4. Lactation consults
  5. Occupational therapy
  6. Podiatry
  7. Psychology
  8. Physiotherapy.

Please know we’ll pay telehealth claims for eligible members that are delivered:

  • between 30 March 2020 and 30 June 2020; and
  • one-to-one through an approved industry telehealth platform and in line with industry telehealth guidelines.

Remember to check your extras cover first to see if the above services are included and if any waiting periods or annual limits apply.

HOW TO CLAIM

  1. Ask your provider to fill in an HCF Telehealth Extras Claim Form and send it back to you with a receipt. If you’d like to send the Telehealth Extras Claim Form to your provider you can download it here or call us on 13 13 34 to send you one.
  2. Send your claim through:
  • HCF mobile app by taking a photo of your receipt and the filled-in form and submitting them
  • Post by sending your completed claim form and receipts, to: HCF, GPO Box 4242, Sydney NSW 2001.

ELECTIVE SURGERY STARTS AGAIN

Following the successful “flattening of the curve” the National Cabinet announced that the following procedures can start again from 27 April 2020:

  • IVF
  • Screening programs for cancer and other diseases
  • Post-cancer reconstruction procedures like breast reconstruction
  • Procedures for children under 18 years of age
  • Joint replacements - including knees, hips, shoulders
  • Cataracts and eye procedures
  • Endoscopy and colonoscopy procedures.

National Cabinet also agreed to the Australian Dental Association recommendation that dentists move to level 2 restrictions (like fitting dentures, braces, non-high speed drill fillings and basic fillings), allowing a broader range of dental interventions to happen where the risk of transmission can be managed and protective equipment is available.

If your elective surgery was cancelled or delayed because of COVID-19 please contact your treating specialist to talk through when your surgery could take place. A number of factors will be considered in prioritising patients for elective surgery including: risk of COVID-19, patient health status, available resources including personal protective equipment and hospital intensive care beds.

There are few other environments where hygiene and safety is prioritised as highly as a hospital, and that’s more important now than ever. So while there’s still a lot of uncertainty around COVID-19 hospitals are doing everything they can to protect patients and health workers so you can get the treatment you need.

Your private health cover still gives you choice of specialist and hospital to make sure you can access hospital services in times of need.

CARE WHEN IT COUNTS

LOOKING AFTER YOUR MENTAL HEALTH

Now more than ever, we're committed to showing you a level of care that's uncommon. That's why we've developed an holistic mental health and wellbeing program with access to a range of options that work, and the freedom to choose which is right for you.

Because it's not just about guiding you to the right care at the right time but getting you the mental health support you need, quicker and easier than before.That's care when it counts.

Learn More

Treatment at home

Enjoy the freedom to choose how and where you’re treated. We’ve chosen to pay for hospital-substitute treatment (or HST) so eligible members* can be treated in the comfort of home where possible. If your treating doctor agrees, your hospital benefits will cover HST treatments like IV therapies (including chemotherapy), wound care and rehabilitation that would have meant a hospital stay before.


EXPERT HEALTH ADVICE JUST A CALL AWAY
Members are asking for more help in these uncertain times so we’ve launched a nurse helpline for COVID-19. Speak to experienced nurses for expert health advice (including about coronavirus), connections to extra resources and help with next steps. Call 13 13 34 Monday-Friday from 9am-5pm (AEST/AEDT) and ask to speak to a nurse.

WE’VE HAD TO CLOSE SOME OF OUR DOORS

To protect your health, and ours, we’ve made the tough call to close some of our doors. In our network:

  • Call centres are open as normal, we’d appreciate your patience if you have to wait a little longer
  • HCF Dental and Eyecare Centres are back to business as usual. Which means you can book a routine dental or eyecare appointment
  • Our branches are closed across the country but we’re working to redeploy our teams so they can help members through our other contact channels.
See service updates

Ways to connect with us

CALL US TODAY

Our team of friendly experts are here to answer your questions on how we can help during this time. We’re open: Mon-Fri 8am-8pm, Sat-Sun 9am-5pm (AEST/AEDT). Call 13 13 34.

SEND AN EMAIL

Head over to our Contact Us page and complete the form to send us an email.

USE THE APP

The My Membership app is the easiest way to stay on top of your health insurance admin – no matter where you are, or what time of day it is.

LOG IN ONLINE

Managing your account on the go is easy with our Online Member Services tool.

IMPORTANT INFORMATION

*You must be a current member of HCF, have served waiting periods for pre-existing conditions, be covered for the treatment you’re having if you were admitted to hospital, require treatment you would have had to stay in hospital for, live in an area served by an HCF-contracted HST provider and have a suitable home environment to be treated in.