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Frequently asked questions
Find quick answers to our providers' most commonly asked questions.
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What information does a member eligibility check give medical providers?
A member eligibility check can give medical providers information regarding a member’s eligibility to claim on a service, including:
- The member’s level of cover
- Any exclusions or restrictions that apply
- If the member’s policy is financial (i.e. premiums have been paid to date)
- How much excess a member will need to pay and if any co-payment applies
I received a member eligibility check back from HBF but I don’t understand the information provided. Who can I contact for assistance?
You can contact the eligibility team for assistance. Call 1300 810 475 from 8am-4pm WST Monday to Friday, excluding public holidays, or email eligibility@hbf.com.au.
Will the online eligibility check advise what out-of-pocket costs the member will have?
The online eligibility check will only advise any co-payments or excess that is to be paid. It will not advise any other costs from the hospital or medical providers.
How can I get support with a registration or agreement query?
I am yet to receive an outcome on a claim, when will this be finalised?
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