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MEMBER SUPPORT DURING COVID-19

Thank you for your patience and understanding as our teams work through the impact of COVID-19. On this page, you’ll find helpful information on the steps we’re taking to ease the impact on you, our members.

FINANCIAL SUPPORT

HELP IF YOU’RE NOW UNEMPLOYED

From 1 October 2020, we’ve applied some new eligibility criteria to our extended COVID-19 hardship support. To qualify for Involuntary Unemployment Assistance during this period of extended support, members must have:

  • joined HCF before 1 April 2020 and hold hospital only cover or a combined hospitals and extras cover (excluding Extras Only, Overseas Visitors Health Cover and Ambulance Only Cover) 
  • evidence showing you have become unemployed, stood down or lost income through no fault of your own; or are receiving JobSeeker payments^ or if self-employed, you are receiving JobKeeper to pay your staff+
  • told us about your change in circumstances within 3 months of losing your income or having your income reduced.

We're here to help you review the options that will be right for your needs - including other options that are available if you joined us after 1 April 2020 or don’t meet the criteria for Involuntary Unemployment Assistance, and we can also advise you where conditions might apply. 

Read more on hardship help Call us: 13 13 34

NO PREMIUM INCREASE FOR 6 MONTHS

As Australia’s largest not-for-profit health fund, we’re here to protect the health of you and your loved ones in good times and bad. Which is why during the COVID‑19 pandemic, we deferred the scheduled April premium increase for all members until 6 October 2020.

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 is 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

CLAIMING ON TELEHEALTH EXTRAS

You can now claim for one-to-one telehealth services from recognised HCF providers until 30 June 2021 across the following areas; birthing classes, dietetics, exercise physiology, lactation consults, occupational therapy, podiatry, psychology and physiotherapy. We’ll also backdate claims from 30 March 2020, so get in touch if you’ve accessed these services and are covered for them.
 
Read more on telehealth

ELECTIVE SURGERY STARTS AGAIN

Elective surgery has started again for common procedures like joint replacements, cataracts and colonoscopies. So, if your elective surgery was cancelled or delayed because of COVID-19, please get in touch with your treating specialist to talk through when your surgery could take place.

Read more on elective surgery

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.

Ways to connect with us

CALL US TODAY

We’re open: Mon-Fri 8am-8pm, Sat 9am-5pm, Sun 9am-1pm (AEST/AEDT). Call 13 13 34.

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SEND AN EMAIL

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

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USE THE APP

The My Membership app is the easiest way to stay on top of your health insurance admin.

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LOG IN ONLINE

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

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WE'RE GETTING BACK TO BUSINESS AS USUAL

We’re getting back to business as usual and can’t wait to see you at our branches and HCF Dental and Eyecare Centres.

Go to our Service Updates where you'll find updates on locations and opening hours.

See service updates

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.

^If you are not self-employed and have been involuntarily made redundant, stood down or seen a reduction in your hours (including casual and part-time employees), HCF requires confirmation of JobSeeker payments from Centrelink or a letter from the employer confirming the impact to your income is due to COVID-19.

+If you are self-employed and your business continues to operate but your income is impacted by COVID-19, HCF requires confirmation of JobKeeper payments from Centrelink. If your business no longer operates due to COVID-19, HCF requires confirmation from the Australian Financial Services Authority (AFSA) or a letter from your accountant or solicitor on company letterhead.