Avoid,misleading short staffed, unhelpful company. Not customer focused or knowledgable.

This company is so short staffed that your claims/queries/phonecalls and questions are not answered to…IF you are lucky enough to get through after an hour plus of waiting. They make mistakes left right and centre and do not rectify them and instead blame you, the consumer. Essentially you pay them thousands of dollars to be robbed in the end as I was. I have been with HIF over 4 years. I don’t know how much that equates to…I did have extras aswell as hospital cover but they stopped covering certain dental items so I had to cancel as it was pointless. I kept my hospital cover as if I was ever in hospital my priority would be a private room. The day came and they mucked me around so much that I was given no help nor instruction and ended up in the Public system for 3 days. My emails were ignored, I had called approx. 6 times getting through half of those. My first conversation was with a woman who stated that I wasn’t covered. I read my policy again and I actually was but could only call again a day prior my admission. The all centre was not helpful but did state I was actually covered. They told me to gather item numbers and a bunch of other stuff. I had no item number as it was an admission so they just confused me and didn’t help. Upon arrival to the hospital I relayed my experience and got talking to a few workers from the Private who interestingly enough said that they have a lot of trouble with these insurers as they keep cutting off what patients are entitled to. They don’t want to spend money, just take yours. I understand it is a business and even though they claim caring is in their motto the really do not. I was hopeful than they would. After trying unsuccessfully to contact them again to share my experience I resorted to a Facebook private message as I am a fair person and wanted to give HIF the opportunity to resolve this matter. A man called and advised me that their end had made a mistake and mistyped my email address. I was upset and he asked what sort of reimbursement money wise I was looking at. I hadn’t thought about it as it has all been very distressing but 5 minutes later, even though I have paid out my pocket for years I asked for a refund from this year. I promptly received a message back saying they now can’t help but are sorry. Apparantly they cant find one of my recorded calls (not surprised there) I am beyond disgusted as I told them I would have cancelled if they had told me prior but the nerve of them they took out money from my bank again that day!!! Stay away from these incompetent thieves…I had referred a friend onto them when I joined and they stuffed them up. My friend was lucky though and was refunded. Please look at bigger companies who can handle their workload, hire competent staff and afford to cover your claims. HIF aren’t equipped. I am beyond disgusted in their service and unwillingness to help or just do their job. I will take this further to the ombudsman and fair trading as I am researching the same issues with this company over and over again and it is unacceptable that thy get away with it

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