Some information on our website between the dates of the 14 September 2020 to 24 December 2020 was not accurate. Please rest assured that the policy confirmation information you received after joining, and the Private Health Information Statement (PHIS) that was sent to you recently, are correct and any claims that you have submitted to HIF have been paid correctly. 

A number of pages that you may have reviewed when purchasing your policy online presented information about benefits which was incorrect or incomplete.  These include:

  • Information about sub-limits and/or combined limits for certain services was incorrect, incomplete or confusing. This included assisted reproductive drugs, speech therapy, occupational therapy, orthoptics, complementary therapies and Healthy Lifestyle.
  • Information about benefits and combined limits for physiotherapy, chiropractic and osteopathy was incorrect, incomplete or confusing.
  • Information about limits for certain dental services and benefits for certain dental item numbers was incorrect, incomplete or confusing.
  • Information about limits for certain optical services was incorrect, incomplete or confusing.
  • Conditions and limits applicable to certain medical appliances were incorrect, incomplete or confusing.
  • Some information about ambulance cover was incorrect, incomplete or confusing.
  • Pricing disclaimers incorrectly indicated that a 4% discount had been applied for an annual payment on the prices shown.
  • Pricing disclaimers and effective dates were incorrect, incomplete or confusing.
  • A sample daily price was incorrect.
  • Some information about hospital accommodation coverage was incorrect, incomplete or confusing.
  • Some information about hospital waiting periods when transferring to a higher level of cover was incorrect.

This may have caused you to understand that you have a greater entitlement to benefits than applies to your level of cover.

In a small number of cases, the information presented on the website may have caused you to understand that you were not covered for a particular service (or had a lesser entitlement to benefits for a particular service than applies to your level of cover). 

If you’ve been adversely impacted by inaccurate or incomplete information on our website, you’re entitled to compensation or another suitable remedy.

Please call us on 1300 134 060 or email hello@hif.com.au to speak with a team member regarding this issue.

We apologise for any confusion that may have occurred and we hope it hasn’t caused you any inconvenience.

 

 

Frequently asked questions

 

 

I signed up to HIF during this time, how am I impacted by this issue?

We've notified all members who purchased health insurance with us from the 1 October 2020 - 24 December 2020 (Simple Options members from 14 September) of some inaccuracies that were present on our website during this time. As the issue is complex and is different for each member, we urge anyone who feels they've been negatively impacted by their online experience, to call us and talk through any issues.

What options do I have to seek remediation? 

If you feel you’ve been misled by any website information during the outlined time period above, please contact us and we'll talk through your concern and how we can help.

 How do I get in touch with someone?

Please call us on 1300 134 060 or email us on hello@hif.com.au to speak to a dedicated team member who can assist on this issue.

How was this issue discovered?

HIF undertakes internal reviews of all its marketing material to ensure it remains accurate and up to date for our members.

I’m a HIF member, but I didn't purchase my insurance during this time, am I impacted?

If you feel you have been impacted by this issue, please don’t hesitate contact us on 1300 134 060 or email us on hello@hif.com.au to speak to a dedicated team member who can assist on this issue.

How long will it take to assess my remediation?

HIF will get in touch within three business days with an outcome or to seek further details to assess your request.

Was the policy information sent to me correct?

Yes, the welcome pack and your recent Private Health Insurance Statement (PHIS) detail the correct information about your cover. If you’re still unsure about anything to do with your policy, please feel free to call us and we will talk you through it.

Have my claims been paid correctly?

Yes, all claims that have been submitted to HIF have been paid correctly. This issue was to do with the HIF website within the designated time period.

 

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