ABOUT MY MEMBERSHIP APP
Simply take or upload a photo of your invoice and submit.
See who and what's covered on your policy.
Edit both your payment and contact details.
Enjoy a range of special offers and discounts.
- the policy holder to register, if there’s more than one person on your policy
- a valid email address attached to your membership. Call us on 13 13 34 if you need to update this
- to allow access to the camera and photo gallery or library.
HCF MY MEMBERSHIP APP: Frequently Asked Questions
DOWNLOADING AND GETTING STARTED
Is the app free?
Yes, our app is free.
What devices can I use? Can I use the app on a tablet or iPad?
Our app is available for Apple iPhones and iPads as well as most Android phones and tablets. Please check your software. For Apple you'll need iOS10 or above, and for Android you'll need 7 and above.
Can I start using the app as soon as it's downloaded? And can I register for an online HCF account through the app?
First, you'll need to register before you start using the app. Registering is quick and easy. Tap "Register" on the login page and follow the instructions. You'll need to have a valid email address linked to your membership before you can register. Call us on 13 13 34 if you need to update your email address. Please keep in mind, only the policy holder can register for the app. Once you've registered you can access both the app and online member services (website).
What operating system do I need for the app?
For Apple you'll need iOS10 or above and for Android you'll need 7 and above.
Do I need to be connected to the internet to use the app?
Yes, you'll need a stable internet connection to use the app and its features.
USING THE APP
What personal information can I update in the app?
You can update your contact details and payment details including what account we pay your benefits into.
Do I need to log in each time to open the app?
Yes, you do. You can click on "remember my membership number" to make the login process quicker and easier for next time.
How often should I update my app?
It's a good idea to keep your app up-to-date, so you have the latest updates and improvements. We recommend setting your app downloads to automatic.
I've changed my phone, how do I use the app?
If you have a new phone, you'll have to download the app again. After you've downloaded the app, log in as you normally would.
How do I claim via the app?
If you have Extras cover you can make a claim with the app. You'll need to allow us access to your camera and photo library. Claiming on the app is quick and easy. You can attach up to four photos and then press submit. We'll take care of the rest.
Can I claim for hospital or ambulance?
Unfortunately, no. You can only claim for Extras with the app. Find out more about how to make a claim for hospital and ambulance here.
How can I access rewards and your loyalty program?
If you're eligible, you can find a range of our HCF Thank You rewards and discounts in the app. Just slide across from the welcome message. Keep in mind, you'll need to have been an HCF member for a month before you start using our rewards and discounts.
I’m an overseas visitor. Can I use this app?
The app is for Australian private health insurance members only. It’s also only available within Australia. If you have overseas health cover and have any questions about your policy or want to know more about what services you’re covered for, call us on 13 68 42.
HAVING TROUBLE WITH THE APP
My device isn't compatible, what do I do?
We're sorry to hear your device isn't compatible. Another option is to register for an online account through online members services. You can access this on both your phone and tablet.
What If I've forgotten my password?
If you can't remember your password, you can reset it by tapping on "Forgotten password". We'll reset your password by either text message or email. Keep in mind, you'll need your mobile number linked to your membership to receive the rest password code by SMS.
What do I do if the app is down or under maintenance?
We'll always tell you when our app is under maintenance. If you're having problems accessing the app, please get in touch.
I think there may have been unauthorised access in the app. What do I do?
If you're worried about unauthorised access in the app, please call us as soon as you can on 13 13 34. Try and tell us as much information as possible such as when you think the incident occurred, so we can best help you.
Why am I getting an error message when I log in to the app?
ou might be trying to log in without being registered. Or you may be using an incorrect membership number or password. You can try to reset your password. Otherwise, call us on 13 13 34 or email firstname.lastname@example.org and we'll look into it.
GET IN TOUCH
How do I provide feedback about the app?
We're always looking for ways to improve our app and we welcome your feedback. You can get in touch by emailing email@example.com. Or, you can also leave your feedback within the app. To do this, you'll need to:
- Go to "Contact us"
- tap on "Send an enquiry"
- find "Complaints/Feedback" under "Enquiry type".
I have more questions – who can I speak to?
Our friendly team of health cover experts are here for you seven days a week, so give us a call on 13 13 34:
- Mon-Fri: 8am-8pm AEST/AEDT
- Sat-Sun: 9am-5pm AEST/AEDT.