Had an issue with

HBF

? Get a real response.

Start with the channel that matches how urgent (and complex) your issue is. If you can, keep your policy number/member number, key dates, receipts, and screenshots handy, this helps HBF handle your complaint faster.

1) Try a quick fix first (often fastest)
HBF encourages members to contact them directly first, because many issues can be resolved in the first instance.

• Call HBF: 133 423
• Online enquiry form: use HBF’s email/enquiry form
• Visit a branch/kiosk: find your nearest location using the branch finder
• More options (including chat and callback) are listed on Contact HBF

2) Lodge a formal complaint if it wasn’t resolved
If your issue isn’t fixed after the first contact, ask HBF to escalate it into the formal HBF complaint process. HBF says it will appoint a HBF case specialist to review your case.

3) Ask for confirmation
When you lodge your HBF complaint, ask:

• “Can you confirm you’ve received my complaint?”
• “Who is my case specialist/case manager?”
• “What’s the target resolution date?”

4) If you prefer post, use the official postal option
Member Relations & Advocacy Manager
HBF, GPO Box C101, Perth WA 6839

Where to send updates or request progress checks
If you need an update on your complaint, you can email memberexperience@hbf.com.au.

Once your issue becomes a formal complaint, HBF’s process is structured and time-bound:

Acknowledgement (within 2 business days)
After escalation, HBF states an appointed case specialist will contact you within two business days to confirm receipt.

Target resolution (within 10 business days, where possible)
HBF says it will do its best to resolve complaints within 10 business days. If more investigation is needed, HBF indicates it will tell you if extra time is required.

Progress updates (on request)
You can request updates from your case manager/specialist, or email memberexperience@hbf.com.au for progress checks.

Final internal step: independent internal review
If you’re not satisfied with the outcome, you can request a review by the HBF internal dispute resolution panel. This stage can take up to 15 business days.

Based on recurring themes described in recent customer reviews, common HBF complaints often relate to clarity and response speed, especially when members need certainty quickly:

• Out-of-pocket costs and “gap” surprises: Members sometimes report frustration when medical provider charges (e.g., doctor/anesthetist fees) aren’t covered as expected, leading to an HBF claims complaint or bill dispute.
• Long wait times / slow responses: Some customers describe extended hold times and difficulty getting clear answers across channels.
• Coverage misunderstandings: Extras inclusions and waiting periods come up frequently (for example, discovering a service isn’t included at their level, or that a waiting period can’t be waived).