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How-to guides
Check out our simple how-to guides to assist you in managing your HBF cover online, anytime.
We're upgrading our systems from 6.00pm WST, Thursday 22 August to 8.00am WST, Monday 26 August 2024.
Over this period, many services will not be available.
We are switching to a new website and updated claims systems. During the systems upgrade, claims cannot be submitted or processed, and online eligibility checks (OEC) cannot be conducted.
For more information about what the systems upgrade means for providers, please review our Frequently Asked Questions below.
HBF members will be unable to claim on the spot during the system upgrade period. Members will need to pay for your services upfront, then submit the claim directly to HBF after the system upgrade is complete.
Alternatively, you may wish to advise the member to return after the system upgrade is complete to settle their account (within 7 days of the date of service).
An error message will be displayed if you try to swipe an HBF member’s card or if they tap their digital card. The member will need to pay for your services upfront, then submit a claim after the system upgrade is complete.
Once the upgrade is complete, HBF members will be able to submit claims as they normally would via the HBF App, myHBF Member Portal or by visiting an HBF branch after the system upgrade.
Alternatively, if the member returns to settle their account (within 7 days of the date of service) you can submit their claim via the HICAPS / HealthPoint terminal.
To help facilitate a smooth transition to our upgraded systems, HBF has put a temporary hold on accepting new manual medical claims. Manual medical claims received after Thursday 25 July 2024 will be processed after the system upgrade is complete from Monday 26 August 2024. Hospital claims are not affected at this time.
You may continue to submit medical and hospital claims via ECLIPSE until 6.00pm AWST, Thursday 22 August 2024.
All HBF members who hold any level of Hospital and/or Extras cover are generally covered for urgent ambulance transport by road by an HBF approved ambulance provider. If the situation is not an emergency or the member is not up to date with their payments, the cost of an ambulance may not be covered by HBF. Ambulance coverage differs between Australian states and territories. For more information, visit the Australian Government’s Private Health website.
Slight amendments will be made when submitting claims via ECLIPSE.
Specialists on HBF’s Full Cover or Specialist Anaesthetists agreements, can continue to submit to HBF using fund id ‘HBF’ and claim type ‘AG’.
Specialists on HBF’s Provider Choice or Access Gap Cover agreements, from Monday 26 August 2024 will need to submit to HBF using fund id ‘HBF’ and claim type ‘SC’.
The ECLIPSE remittance advice (ERA) will match your ECLIPSE claim to the deposits made into your bank account, allowing for automated reconciliation of claims submitted this way.
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