We're upgrading our systems

Find out what to expect as we upgrade our systems and technology.

The system upgrade will commence from:

6.00pm WST, Thursday 22 August 2024 to
6:00am WST, Monday 26 August 2024.

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Overview

Over the past few years, we have invested in upgrades to HBF’s technology and systems to ensure we can provide the best possible experience for our members and providers.

You may have noticed the improvements we’ve already delivered, such as the HBF App and digital member card.

In the coming weeks, we will switch to a new HBF website and updated systems for managing member claims.

Find out more information below.

If you are a HBF provider, please visit system upgrade FAQs for providers.

About the upgrade

Why is the system upgrade happening?

HBF has embarked on an upgrade to modernise our technology, systems, and processes. The system upgrade will deliver a refreshed HBF website, myHBF member portal, and updated systems to manage member claims. This system upgrade will enable us to provide the best possible experiences for our members, providers, and employees.

What do I need to know?

HBF member services will be unavailable during the system upgrade period from-

6.00pm WST, Thursday 22 August to 6.00am WST, Monday 26 August.

Over this period, you will not be able to submit claims or make changes to your policy, payments, or personal details.

If you use your HBF Extras cover during this period, you will need to pay your health service provider in full. This is because you won’t be able to swipe your HBF card or tap with your digital member card to claim on the spot. You will be able to submit a claim for any HBF Extras services once the system upgrade is complete.

Will someone be available to assist me during the upgrade if needed?

If you require assistance during the system upgrade, please call us on 133 423. Our member contact centre hours are 6am-6pm, WST Monday to Friday, and 8am-12pm, WST on Saturdays. Closed Sundays and public holidays.

It's important to note that during the system upgrade period, our call centre team will only be able to provide general advice and guidance. They will not be able to assist you in submitting claims or making changes to your policy, payments, or personal details until systems are online.

Claiming & treatment

Can I submit a claim during the system upgrade?

You will not be able to submit claims for extras, medical, or hospital services during the system upgrade period from 6.00pm WST, Thursday 22 August to 6.00am WST, Monday 26 August. 

Once our systems are online, you can use your HBF member card for on-the-spot claims, or submit claims via the HBF App or myHBF.

Please note, during the system upgrade period, electronic claiming will be unavailable. If you need to use your HBF Extras cover during this period, you will need to pay your health service provider in full. You can then claim the benefit/s once our systems are online.

What if I have an extras service scheduled during the system upgrade?

Electronic claiming will be unavailable during the system upgrade. You will not be able to claim on the spot for any HBF Extras services during the system upgrade. This is because you won't be able to swipe your HBF member card or tap with your digital member card.

If you use your extras cover during the upgrade period, you will need to pay your health service provider in full and submit a claim once the system upgrade is complete.

What if I have a planned hospital admission scheduled during the system upgrade?

The system upgrade will have no impact on planned hospital admissions for members. Please proceed with your hospital admission. If you have further questions in the lead up to your treatment, please call us on 133 423 during operating hours.

Managing & paying for cover

Can I make a payment during the upgrade?

You will not be able to make a one-off manual payment during the system upgrade.

Once the system upgrade is complete, you will be able to resume making online payments via the HBF website and myHBF.

For more information about payment methods, please visit Making a HBF Payment & Setting up Direct Debit.

Can I change my payment details during the system upgrade?

No, it will not be possible to make changes to payment details during the upgrade. Other restrictions include changing the payment frequency, withdrawal date or checking when your next payment is due.

Once our systems are online, you can easily view and change your payment details via myHBF or the HBF App. Alternatively, you can contact us to make a change.

What if my direct debit is due to be deducted during the system upgrade?

If direct debit is your usual payment method and your regular deduction date coincides with the system upgrade period, your direct debit payment will be deducted from Tuesday 27 August.

Can I still contact HBF to check my level of cover, or limits and usage?

During the system upgrade period, our call centre team will not be able to assist you in checking your level of cover, limits or usage. The HBF App and myHBF will also be unavailable.

Once our systems are online, services will resume and you will be able to check your level of cover, limits and usage.

Can I cancel or change my policy during the upgrade?

No, it will not be possible to cancel or change your HBF policy during the system upgrade.

Once our systems are online, you will be able to change or cancel your HBF policy by visiting a branch or calling us on 133 423 during operating hours.

Purchasing cover

Can I get a health insurance quote and purchase during the system upgrade?

You will not be able to obtain a health insurance quote or purchase health insurance during the system upgrade.

If you’re considering HBF health insurance, we encourage you to get a quote once the system upgrade is completed on Monday 26 August, via the HBF website, visiting a branch or calling us on 133 423 during operating hours.