ABOUT OUR 24/7 HELPLINE AND THE AUSTRALIAN HEALTHCARE SYSTEM

We know people can get sick and need to be connected to the right healthcare service at any time of the day or night. We also know there is a lot to learn about a healthcare system when moving to a new country. To help make these things easier, we offer a 24/7 overseas visitors health cover helpline – so you can ask health questions* 24 hours a day, 7 days a week.

If you or your family need to find a doctor or hospital, or if you have questions about your health, you can call our helpline on 13 68 42, and then press 2.

DO YOU HAVE QUESTIONS ABOUT YOUR POLICY? OR WANT TO CLAIM?

If you have any questions about your policy or want to know more about what services you’re covered for, call us on 13 68 42, and then press 1. Our friendly team of health insurance experts are here to help you, and they are available during business hours (Mon-Fri: 8am-8pm, Sat-Sun: 9am-5pm AEST/AEDT).

CALL US BEFORE YOU GO TO A DOCTOR OR HOSPITAL

The Australian healthcare system can be difficult to understand. Because of this, you could end up having extra costs you were not prepared for. We have made it easy to find a hospital or doctor in our network to help you pay less.

Before any hospital admission or health appointment (except for emergencies), call our 24/7 helpline on 13 68 42, then press 2. You will need your membership number when you call us.

Our team of experts will connect you with a service in our network including:

  • doctors
  • after hours doctors
  • specialist doctors
  • private hospitals
  • emergency departments
  • nurses who can discuss your illness and suggest next steps*
  • personal support like tax advice and legal services^.

You can also search for participating hospitals and emergency departments near you.

Our network of healthcare professionals not only offers great care, but can save you money on treatment and services included in your cover.

WHO DO I CALL IN AN EMERGENCY?

Call 000 if you need help in a health emergency.

You are covered for emergency ambulance transport to the nearest hospital that is able to provide the care you need. If you need more treatment once the emergency has passed, call our 24/7 helpline on 13 68 42 and press 2. We will guide you to hospitals and services in our network to help you pay less.

HOW TO FIND A DOCTOR IN THE HCF NETWORK

In Australia, if you have a general health issue or question, you will need to see a regular doctor. These doctors are known as General Practitioners or 'GPs', and they have a broad knowledge of health.

If you are covered for doctor services and see a GP from our network, your insurance will cover you for up to 100% of the cost. If you visit a GP that is not part of our network, you may have to pay additional costs.

HOW TO SEE A SPECIALIST DOCTOR

If your health need is more specific, you should see a medical specialist – but the first thing to do is get a referral letter from a GP.

Depending on your level of cover, we will pay for up to 100% of the Medicare Benefits Schedule (MBS) fee for specialist and non-network doctor consultations. Please keep in mind you could still have costs. To find a nearby doctor, and to make sure you are paying the lowest price possible, call our 24/7 helpline on 13 68 42 and then press 2.

HOW TO FIND A HOSPITAL IN OUR NETWORK

Going to hospital in an unfamiliar country can be an overwhelming experience.

We have agreements with most private hospitals around Australia so you can lower your costs. Although, you will still need to pay an excess if your health cover has one. To pay the lowest amount of money for treatment or services, make sure you are visiting a private hospital in the HCF network.

If you go to a private hospital that is not in our network, or a public hospital, you may end up having expensive bills. It’s also important to ask the hospital what costs you are likely to have before you are treated, so you can understand what you must pay.

The types of hospital services covered will vary depending on the level of cover you choose. You can also search for participating hospitals and emergency departments near you.

To find a hospital in our network, call our 24/7 helpline on 13 68 42 and then press 2.

OTHER SERVICES YOU CAN ACCESS:

Not all health services are in the doctor or hospital categories. You may be hoping to see a dentist or physiotherapist during your time in Australia. Depending on your level of cover, we offer a range of different services, and similar to doctors and private hospitals, we can also find you a provider that will keep your costs down. Some of these services include:

  • dentists
  • eye care (for example, optometrists)
  • physiotherapists, chiropractors, and osteopaths
  • podiatrists
  • acupuncture and Chinese herbal medicine#.

Personal support services^

  • grief and trauma counselling
  • tax advice (for example, how to do a tax return)
  • legal services (for example, lawyers and advice on visa issues)
  • home services (for example, electricians and plumbers)
  • repatriation services (transporting a person who is covered by your HCF insurance to your home country if they are seriously ill)
  • funeral arrangements (covering the cost of returning remains or burial in Australia, if a person covered under your HCF insurance dies in Australia).

Most of the personal support services won’t be covered under your policy. This means you’ll be responsible for paying any fees charged by a service provider.

KEEP OUR PHONE NUMBER TO SAVE ON COSTS

Keep our number in your phone. Add 13 68 42 to your contacts, so it is easy to reach our friendly experts. You can also download your member guide. It is user-friendly, simple, and will help guide you through the Australian healthcare system, as well as explain some Australian words every overseas visitor should know.

Remember we are here to help, so call us before you visit a doctor or hospital.

*This healthcare support is not intended for life threatening or medical emergency situations. It is not a diagnostic service and does not replace a consultation with a health professional.

^HCF may refer you to third party providers when you use these services. If you decide to engage a provider, it'll be on the basis that HCF won't be responsible, and you won't hold HCF responsible, from any liability that may arise from that engagement.

#This is limited to consultations and excludes the cost of herbs.