Once you’ve had a treatment, you might need to submit a claim to us to get your money back. The claiming process will depend
on where you received your treatment.
It’s important to know that we have recently reviewed our payment methods, and no longer pay claims in the form of cash or cheques. All claims will need to be paid into your nominated bank account by direct credit.
Direct credit payments
You can add or update your direct credit details online through myHBF or the HBF app. Alternatively, you can call us on 133 423 and we’ll update your details for you.
Making a hospital claim
If you’ve had a hospital procedure your claim will be submitted directly to us in most cases, although you will be charged
for any out-of-pocket expenses before you leave, for example your policy excess. If you’re unsure why you might have
received a bill or whether your claim has been processed, please contact us.
Making an Extras claim
If you’ve had treatment with an extras provider (like a dentist, optometrist or physio), you’ll generally be able to claim on the spot through one system called HICAPS or another called Smart Health. Swipe your HBF member card (or tap your digital card!) when you pay and you should receive your rebate straight away.
Other easy ways to claim
Claim in myHBF
Log into myHBF and follow the prompts to upload your health provider’s account and receipts, and your Medicare Statement of Benefit if you’ve claimed from Medicare for in-hospital medical services. Your benefit will be paid into your nominated bank account by direct credit.
If you claim electronically, your benefits will automatically be deducted from the provider fee, so you'll only ever pay the difference between the provider's fee and the HBF benefit.
Claim in the HBF app
Download the HBF app for free, take a photo of your treatment account and receipt and upload it to claim. Your benefit
will be paid directly into your nominated bank account.
Claim in your local branch
Drop into an HBF branch with your member card and original account and receipts. Your benefit will be paid directly into your nominated bank account by direct credit. Cash and cheques are no longer issued in HBF branches.
Claim by mail
Download and complete a claim form and attach the original account(s) and receipt(s) you received from your health care provider, and your Medicare statement if you have claimed from Medicare for in-hospital medical services.
Post your claim to HBF, GPO Box 1440, Perth WA 6845
Don’t forget to complete all the questions and make sure your membership is paid up until at least the day of your treatment.
Note: We will need to keep the claims documents you send to us for our records. If you need to keep the documents, make sure you don’t send us your only copy.
Essential health claims knowledge
What happens after I submit a health claim?
First, check that your current banking details are up to date in myHBF or the HBF App so that we can pay your benefits into your account without delay or complication (it may have been a while since you last claimed – so this check is worth your time!).
We process online claims within seven working days. Once your claim is processed, we’ll send you a letter or an email, summarising the benefit HBF has contributed towards the claim. You’ll then receive your benefit within 24-48 hours, paid directly into to your nominated bank account.
Don’t forget to check that your current direct credit details are up to date.
Have you processed my claim?
If you received treatment in a Member Plus hospital or made a claim electronically via myHBF or the HBF app, we’ll have received it automatically. If you mailed your claim, contact us and we can confirm if we have it.
Your claim will be processed instantly with HICAPS or Smart Health (where you claim on the spot by swiping your HBF member card) and your benefit is automatically deducted from the provider’s fee.
How can I find out how much I have left to claim?
You can find out how much you have claimed on Extras services this year and how much you have left to claim through myHBF or the HBF app.
How much money will I get back?
For most treatment covered by your Extras policy, you can request a benefit quote through myHBF to find out how much you’ll get back.
If you’re being referred to hospital or for a significant medical treatment, it’s important to get in touch with us first to check your cover. Call us on 133 423 or visit a branch for in-depth details of what you’re covered for, the benefits payable, and information that could help minimise your out-of-pocket costs.
In order to provide a benefit quote, we must have the full details of all item numbers, associated charges and provider numbers related to your health event. Please ask your provider for these details.
Where can I see my claims history?
Login to myHBF to see a full list of your past claims.
Why was my claim rejected?
Your claim may have been rejected for a number of reasons, for example:
- You haven’t yet served your waiting periods
- You are behind on your premium payments
- There was a mistake in your claim or you didn’t supply the right documentation
- Your claim is over two years old
- Your claim needs to be submitted to Medicare first
- Your treatment isn’t covered by your policy or by HBF
- You’ve reached your annual Extras benefit claim limits
- We’ve already paid this claim
If your claim is rejected, we’ll send you an email or letter explaining the reasons and any actions you may need to take.
Time limits
Please note we only pay for claims made within two years of the date you had your treatment.
Statement of benefits
After your hospital and medical claims (from doctors and specialists) have been processed, we’ll send you statements
showing what has been paid on your behalf.
Claim quotes
You can login to myHBF before treatment to use our Benefit Quote tool
and find out how much you can get back and any out-of-pocket costs on Extras and dental claims.
Compensation for injury or loss
If you have recently lodged a compensation claim for injury or loss due to:
- A workplace accident
- A motor vehicle accident
- Medical negligence
- Public liability
Please complete the member Compensation Claim form and mail
it to GPO Box H548, Perth WA 6841 or contact us on 133 423.
The Making a Compensation Claim PDS gives a simple explanation
of what you can expect from HBF regarding the payment of your medical bills while your compensation claim is in progress.