Overseas visitor health cover. New to Australia? We re here for you.

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New to Australia? We’re here for you.

Overseas visitor

health cover

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We’re here for

overseas visitors

HBF is Western Australia’s

oldest and largest

health insurance fund.

For over 70 years, we’ve been providing Australians with access to the best in healthcare. If you are new to the country – or thinking about moving here – we will treat you as an Australian too.

Call us on 133 423 or visit a branch and we’ll help you understand everything you need to know about Australia’s healthcare system.

Who is overseas visitor cover for?

Most overseas visitors are not covered under the Australian Government’s Medicare program. HBF overseas visitor cover provides health insurance for anyone living or staying in Australia for an extended period.

If you’re a visitor from a country Australia doesn’t have a reciprocal healthcare agreement with, you won’t be eligible for health cover under Medicare Australia. This means you’ll have to pay for any medical treatment you may need while in Australia – from a simple doctor’s visit to major surgery.

To find out if you’re eligible for treatment as a public patient under Medicare Australia please go to medicareaustralia.gov.au or call 132 011.

Even if you are eligible for Medicare, if you don’t have private health cover you’ll still need to pay for:

• Treatment in a private hospital

• Treatment as a private patient in a public hospital

The benefits of HBF overseas visitor cover

HBF overseas visitor cover pays benefits for in-hospital and outpatient medical treatment (on some levels of cover). So, without the worry of huge medical bills, you can concentrate on getting better sooner.

Choose wisely

To help you choose the right health insurance, here are a few reasons why HBF is different to other health funds.

We’re not for profit; we’re for

your health

As a not for profit business, we don’t have shareholders to pay so we can focus on giving as much back as possible to our members.

WA’s largest and most trusted

health insurer

We’ve been looking after the health of Australians for over 70 years. Today we’re the largest health fund in WA, with over 900,000 members.

More satisfied members

HBF has over half a million members who have been with us for more than ten years. And we have fewer complaints made to the Private Health Insurance Ombudsman than any other fund, relative to our market share.

A personal visit in hospital

Our hospital liaison officers visit most HBF members staying overnight in WA Member Plus private hospitals. They can explain your hospital cover and answer any other queries you may have. So you have help when you need it most.

Partners in health and happiness

We’re here to help you live the happiest, healthiest life possible. So as an HBF member you have access to:

• Free fitness training sessions

Our free group training sessions are held throughout the year in the Perth metropolitan area and major regional centres. Find out more at hbffitness.com.au. • Discounted entry to HBF Run for a Reason,

presented by The West Australian

HBF members receive an exclusive 20% discount on the entry fee to our annual fun run through the streets of Perth. • Home, car and travel insurance discounts

Choose HBF for your general insurance needs and enjoy great member discounts. • Mobile personal health record

Pocket Health is an app that makes it easy to keep track of your health info. Download it from the App Store or Google Play or find out more at hbf.com.au/pockethealth. • Discounts on healthy community events

Receive discounted entry to triathlons and running events. Find out more at hbffitness.com.au.

• Friendlies benefits

HBF have partnered with Friendlies to help keep you well with a range of health services and 15% off everyday purchases - with a few exceptions like already discounted products and restricted pharmaceuticals, health services and products. Just show your HBF card at any Friendlies pharmacy. For a full list of services, visit friendliespharmacies.com.au.

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Choices to suit every body

We have four types of cover for overseas visitors.

Whichever you choose, you’ll benefit from:

• The choice of your own doctor when you’re in a private or public hospital as a private patient • Unlimited urgent ambulance transport

• The option to avoid public hospital waiting lists by being treated in a private hospital, which means you get the best available treatment as soon as possible

1. Comprehensive Overseas

Visitors cover

Around $57.451_{per week}

Comprehensive Overseas Visitors cover gives you cover for a private hospital room and comprehensive hospital cover for over 5000 medical procedures, including removing tonsils and wisdom teeth, knee and shoulder reconstructions, cancer treatment, maternity and birth-related services, cataract and eye lens procedures, heart treatment, joint replacement surgery and psychiatric care. You’re also covered for out-of-hospital medical treatment, such as a visit to a doctor known as a GP, or general practitioner. In the event of a substantial life altering illness or injury or terminal illness, you’ll be covered for benefits towards your transport back to your home country.

Note: waiting periods apply before you can claim. Please see page 14 for details.

This cover complies with the Department of Immigration and Border Protection’s minimum requirements for health insurance under condition 8501, including visa subclass 457.

2. Working Visa Hospital

and Medical cover

Working Visa Hospital and Medical cover provides cover for a private hospital room and comprehensive cover for over 5000 medical procedures, including removing tonsils and wisdom teeth, knee and shoulder reconstructions, cancer treatment, maternity and birth-related services, cataract and eye lens procedures, heart treatment, joint replacement surgery and psychiatric care. You’re also covered for out-of-hospital medical treatment, such as a visit to a doctor.

Note: waiting periods apply before you can claim. Please see page 14 for details.

For holders of working visas only, this cover complies with the Department of Immigration and Border Protection’s minimum requirements for health insurance under condition 8501, including visa subclass 457. Refer to page 9 for a full list of visa types which are eligible for this cover.

3. Working Visa Hospital cover

Working Visa Hospital cover provides comprehensive hospital cover for over 5000 medical procedures, including removing tonsils and wisdom teeth, knee and shoulder reconstructions, cancer treatment, maternity and birth-related services, cataract and eye lens procedures, heart treatment, joint replacement surgery and psychiatric care. Working Visa Hospital has a $300 excess, which helps keep the premiums as low as possible. You’ll only pay the excess if you stay in hospital overnight and only once per adult member per calendar year.

Note: waiting periods apply before you can claim. Please see page 14 for more details.

For holders of working visas only, this cover meets the Department of Immigration and Border Protection’s minimum requirements for health cover under condition 8501, including visa subclass 457. Refer to page 9 for a full list of visa types which are eligible for this cover.

4. Standard Overseas Visitors cover

This is the ideal cover if you’re a single, couple or family visiting Australia and would like to keep your premiums as low as possible by only paying for services you’re most likely to need. Standard Overseas Visitors cover gives you cover for a shared hospital room and comprehensive hospital cover for over 5000 medical procedures, such as removal of tonsils and wisdom teeth, knee and shoulder reconstructions and cancer treatment. You’re also covered for out-of-hospital medical treatment, such as a visit to a doctor. To save you money, you won’t be covered for maternity, joint replacement, cataract and eye lens procedures, assisted reproductive services and heart treatment and have limited cover for psychiatric care.

Note: waiting periods apply before you can claim. Please see page 14 for details.

Standard Overseas Visitors cover is suitable for visa holders who don’t need to meet the Department of Immigration and Border Protection’s minimum requirements for health cover under condition 8501, including visitors from countries with reciprocal healthcare agreements.

1_{Price based on WA rates for a single policy paid annually by direct debit and equates to $2,985.60 per year including GST.} 2_{Price based on WA rates for a single policy paid annually by direct debit and equates to $2,016.00 per year including GST.}

3_{Price based on WA rates for a single policy paid annually by direct debit and equates to $1,248.00per year including GST.} 4_{Price based on WA rates for a single policy paid annually by direct debit and equates to $1,274.40 per year including GST.}

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Compare levels of cover

To help you choose the right cover, the

table below shows you how the different

levels compare.

Waiting periods apply for all services – to find out more please see page 14. 1_{No benefit for procedures that are restricted or excluded}

on your level of cover. 2_{Benefits for rehabilitation services related to restricted or excluded procedures will be limited.}3_{Refer to page}

12 for more details about pharmacy benefits. 4_{Please note: Restricted benefits apply for psychiatric. Significant out-of-pocket}

expenses may apply.

Benefits Comprehensive Overseas Visitors Working Visa Hospital & Medical Working Visa Hospital Standard Overseas Visitors

Full cover for single room accommodation in a public or private hospital

Full cover for shared room accommodation in a public or

private hospital

Cover for over 5000 medical procedures, including ear, nose and throat procedures, knee and shoulder reconstructions,

and chemotherapy

Theatre fees 1

Joint replacement surgery (partial or total)

Heart treatment

Cataract and eye lens procedures Maternity and birth-related services

Rehabilitation 2 Repatriation Psychiatric 4 In-hospital pharmacy3 PBS pharmacy – outpatient3 Out-of-hospital medical

Visa requirements

To be covered on Working Visa Hospital and Medical or Working Visa Hospital you must hold one of the following visa types:

• 163 State/Territory Sponsored Business Owner • 401 Temporary Work International Relations • 402 Training and Research

• 403 Temporary Work Long Stay Activity • 406 Government Agreement

• 411 Skilled Exchange

• 415 Foreign Government Agency • 416 Special Program

• 420 Entertainment • 421 Sport

• 423 Media and Film Staff

• 426 Domestic Worker (Diplomatic/Consular) • 427 Domestic Worker (Executive)

• 428 Religious Worker • 442 Occupational Trainee

• 457 Temporary Business Long Stay • 475 Regional Sponsored

• 485 Temporary Graduate • 489 Skilled Regional (Provisional)

If you don’t hold one of these visas, you should contact us to talk about other cover options.

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Your benefits at a glance

Here’s a quick guide to the hospital costs that you can receive a benefit towards. The following pages provide details on the specifics of your cover.

Accommodation Includes the fees charged for your room in a private or public hospital

Theatre Includes the fees charged for the theatre in which your procedure is performed

Pharmacy Includes the cost of some of the medication administered during your hospital stay

Prostheses Includes the costs of any prostheses (surgically implanted devices you may need if you have a procedure such as joint replacement or cataract surgery)

Medical Includes the fees charged by your surgeon, anaesthetist and pathologist

Ambulance Full cover for unlimited urgent ambulance transport. Please see page 13 for more details

Accommodation benefits

HBF members with Comprehensive Overseas Visitors cover and Working Visa Hospital and Medical cover are 100% covered in a private room in both private and public hospitals. HBF members with Standard Overseas Visitors cover and Working Visa Hospital cover are 100% covered for a shared room in a public or private hospital.

Hospital excess

There is a $300 excess on Working Visa Hospital, which you pay if you stay in hospital overnight. You only pay it once per member per calendar year (to a maximum of twice per family per calendar year), regardless of how many times you stay in hospital. You won’t need to pay an excess for any dependent children on your policy.

Hospital boarders

There may be times when you’ll need someone like a parent, partner or carer to stay with you overnight in hospital. HBF will cover the costs for a hospital boarder whose presence is needed to help manage your condition. Costs covered include meals (in some private hospitals) and accommodation in your room.

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Theatre benefits

HBF members with Comprehensive Overseas Visitors cover, Working Visa Hospital and Medical cover, and Working Visa Hospital cover are fully covered for all theatre benefits, including labour ward fees for maternity. HBF members with Standard Overseas Visitors cover are fully covered for theatre fees, unless the procedure is specifically restricted or excluded.

Pharmacy benefits

Pharmacy benefits while in hospital

When you’re in hospital, it’s likely you’ll receive medication. We’ll pay a benefit for medication you receive for treatment covered on your policy. For Pharmaceutical Benefit Scheme (PBS) medications you receive while admitted to hospital, you may need to pay a co-payment but have no annual limit. We fully cover any non-PBS pharmaceuticals you receive while a patient in hospital, up to $2000 per person, per year. Please note that these pharmaceuticals must be approved by the Therapeutic Goods Administration and not used on an experimental basis.

Pharmacy benefits outside of hospital

For members on Working Visa Hospital and Medical cover or Comprehensive Overseas Visitor cover, you’ll receive a benefit towards pharmaceuticals prescribed outside of hospital by a medical practitioner that are normally covered by the Government’s PBS for Australians. You may need to pay a co-payment, but have no annual limit for out-of-hospital pharmaceuticals.

You won’t receive a benefit for non-PBS pharmaceutical outside of hospital.

Prostheses benefits

Prostheses are surgically implanted devices you may need if you have a procedure such as a joint replacement, cataract surgery or heart treatment. You’re covered for items listed on the Government Prosthesis List that are implanted while you’re in hospital. No benefit is payable for prostheses implanted during a procedure specifically excluded from your level of cover.

Most prostheses are fully covered, however some prostheses may attract an out-of-pocket expense. To find out whether you have an out-of-pocket expense, you’ll need to know the item number and cost of the prostheses, as well as the item number of the procedure you’ll be having. Please call HBF on 133 423 before your procedure.

Medical benefits

HBF pays benefits towards two types of medical fees:

1. Out-of-hospital medical fees (such as a visit to a general practitioner) 2. In-hospital medical fees (such

as surgeon’s fees)

Out-of-hospital medical fees

Includes treatment from a medical practitioner when you’re not admitted into a hospital or day-hospital facility. This also includes visits to your specialist before you’re admitted into hospital for any treatment or surgery.

Standard Overseas Visitors cover and Working Visa Hospital and Medical cover provide a benefit of 85% to 100% of the Medicare Benefits Schedule (MBS) fee.

Comprehensive Overseas Visitors cover provides a benefit of 100% of the MBS fee. Members on Working Visa Hospital cover do not receive a benefit for out-of-hospital medical fees.

In-hospital medical fees

Includes treatment by doctors, specialists, surgeons, anaesthetists, radiographers and pathologists when you are admitted into a hospital or day-hospital facility. It’s important to understand medical gaps before you select your medical practitioners. If your medical practitioner (your surgeon, specialist or anaesthetist for example) charges more than the Medicare Benefits Schedule (MBS) fee, there’ll be a ‘gap’ you need to pay to the doctor.

Depending on the agreement we have with the doctor, they will fall into one of three categories:

• Fully covered – no out-of-pocket expense • Known gap doctors – there may be

an out-of-pocket expense

• No agreement with HBF – there will be an out-of-pocket expense

You should call us or speak to your doctor before being admitted to hospital to check what arrangement they have with HBF and what (if any) gap you’ll have to pay.

Crutches and

wheelchairs

HBF will pay up to $400 per person, per calendar year towards the cost of hiring or purchasing crutches or wheelchairs, on each of our four levels of overseas visitor cover.

Rehabilitation

You’ll receive benefits for rehabilitation as per normal accommodation rules.

Benefits for rehabilitation related to treatment restricted or excluded on

your cover will be limited.

Repatriation

Comprehensive Overseas Visitors cover provides a benefit towards the cost of your transport back to your home country if you become terminally ill or suffer a substantial life-altering illness or injury. Repatriation benefits are limited to once per member per lifetime and to a maximum of $40,000. Some conditions apply, so please ask us for details.

Ambulance

Members on Standard Overseas Visitors are covered for urgent ambulance transport by road (urgent means circumstances classified by St John Ambulance as requiring urgent attention). Members on other levels of overseas visitor cover receive unlimited cover for urgent ambulance transport by road or air with a government approved ambulance service when medically necessary for admission to hospital, emergency

treatment on-site or inter-hospital transfer for emergency treatment.

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How to claim

Most hospitals and medical practitioners bill HBF

directly. But if you need help making a claim, just

contact us.

How soon can you claim?

As with all health insurance, waiting periods apply before you can receive benefits. Waiting periods protect our members by preventing new members making a large claim shortly after joining or upgrading their cover and then dropping their membership, which would result in increased premiums for all members.

The table below provides an overview of the standard waiting periods that may apply to your hospital treatment. If you haven’t completed the necessary waiting period, we may not be able to pay a benefit or will pay a benefit applicable to your previous level of cover.

Treatment Waiting period

Pre-existing ailments or conditions

Defined as an illness or condition which, in the opinion of a medical practitioner (appointed by HBF), was known to exist, or where signs or symptoms were evident during the six month period before you became an HBF member, including on the day you joined

12 months

Maternity and birth-related services 12 months

Rehabilitation, psychiatric care and palliative care 2 months

Other hospital treatments

Including surgery No waiting period

Other medical treatment

Not provided at a hospital No waiting period

Ambulance

Cover for urgent ambulance transport 7 days

Repatriation

Transport for you back to your home country in event of a substantial life altering injury or

illness or terminal illness^ 6 months

^_{A terminal illness is an illness which in the opinion of a medical practitioner is likely to result in death within 12 months.}

Would you benefit from additional cover?

Add extra cover for treatments that can make

a big difference to your everyday wellbeing.

Extras

From $6.251_{per week}

Add HBF Extras to be covered for day-to-day services, such as dental, optical, physio and chiro.

GapSaver

From around $1.902_{per week}

You can pay a little extra to help cover any out-of-pocket expenses when you use your Extras cover.

Ambulance Plus

From around 65¢3 _{per week}

Ambulance Plus covers non-urgent ambulance services.

Wellness

From around $5.654_{per week}

HBF Wellness cover can be added to most Extras policies and covers preventative and wellbeing therapies such as yoga programs, remedial massage, exercise physiology, nutritionist consults, psychology and travel vaccinations.

1_{Price based on WA rates for a single Essentials Saver policy paid annually by direct debit and equates to $324.00 per year.} 2_{Price based on WA rates for a single GapSaver $100 policy paid annually by direct debit and equates to $98.80 per year.} 3_{Price based on WA rates for a single Ambulance Plus policy paid annually by direct debit and equates to $33.60 per year.} 4_{Price based on WA rates for a single Wellness policy paid annually by direct debit and equates to $292.80 per year.}

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Exclusions on benefits

There are a few circumstances when HBF won’t pay a benefit:

• If your membership is unfinancial at the time of treatment or service • On claims covered by worker’s

compensation, third party or other legal right

• For treatment or services required by your employer or potential employer to be provided to you as a condition of your employment, or by your insurer as a condition of your policy

• For treatment or services provided outside of Australia

• For care and accommodation in a nursing home

• Before a treatment or service has been received

• If a claim is not lodged within two years of the date of service

• For hospital treatment not covered by Medicare for Australian residents, such as cosmetic surgery

• For treatment arranged in advance of your arrival in Australia

Glossary

Benefit

This is the amount HBF will pay eligible members towards the cost of a health service.

Premium

Your premium is what you pay for your health insurance.

Medicare Benefits Schedule

In Australia, all types of medical treatment are reviewed by the Federal Government and, once approved, added to the Medicare Benefits Schedule (MBS) where they are assigned an item number and a schedule fee. No benefit can be paid for medical procedures not allocated an MBS item number.

Out-of-pocket expenses

An out-of-pocket expense is the difference between the cost of a Hospital or Extras service and the benefit you receive from HBF.

We’re here to help,

so please contact us

if you’re having trouble

understanding anything

in this brochure.

How to join HBF

It’s quick and easy to take out HBF cover: • Call us on 133 423 or +61 8 9265 6111 if you’re calling from outside Australia • Go to hbf.com.au

• Visit an HBF branch (the addresses are on the back of this booklet)

Ways to pay

Direct debit

You can choose to pay your premium by automatic debit from your savings, cheque or credit card account. Paying by direct debit is not only easy, it will save you 4% on your health insurance premium (except GapSaver).

Statement

You can pay by monthly, quarterly, half yearly or annual statements online at hbf.com.au, or via Bpay, or cheque. Or choose to pay over the phone by calling us on 133 423 or pay at an HBF branch.

Pay deductions

You may be able to have your health insurance premium deducted directly from your pay. For details, please check with your payroll officer.

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Your rights and obligations

At HBF when we provide you with products

and services, we believe you should have access to information about your rights and obligations. The following pages explain some of your key obligations and rights, as well as HBF’s obligations to you. You’ll also find information about how we operate and how we collect information. Specifically, the information will help you to understand the Private Health Insurance Code of Conduct, and how we protect your privacy. If you refer to the list of contents you’ll see where you can access more information or how to raise a concern or a complaint.

HBF Fund Rules

All registered health funds are required to have fund rules under the Private Health

Insurance Act 2007. These Fund Rules set out

the general principles and rules of membership under which each fund conducts its business. When you take out private health insurance with HBF, you become a member of our fund and you agree to our Fund Rules. As a member of HBF, you have rights and obligations concerning your health insurance policy and membership. It’s important that you’re aware of the contents of the Fund Rules as they form the terms and conditions of your policy. Please ensure you read them. We recommend that these Fund Rules be read together with your Policy Certificate and the brochures relevant to your cover.

To obtain the HBF Fund Rules, visit hbf.com.au/fundrules or call us on 133 423.

Private Health Insurance

Code of Conduct

HBF is a signatory to the Private

Health Insurance Code of Conduct (the Code). The Code is designed to help you by providing clear information and transparency in your relationships with health funds. The Code covers four main areas of conduct in private health insurance. They are:

• People selling private health insurance are properly trained.

• Members are aware of the internal and external dispute resolution procedures in the event that they have a dispute with their health fund.

• Policy documentation contains all the information that members require in a way that enables them to make a fully informed decision about their purchase. • Members purchasing health insurance from

persons other than the health

funds’ employees understand the nature of the arrangement between the fund and the person selling the insurance on the fund’s behalf.

Will I be covered

outside of Australia?

No Australian health fund is legally permitted to pay benefits for treatment or services provided outside Australia, including general treatment such as dental and glasses and any hospital or medical treatment.

If you are away for longer than two months you can suspend your health cover without losing any benefits or having to re-serve waiting periods when you return. It won’t cost you anything to suspend your cover, and you won’t need to pay for your health insurance while you’re out of Australia. You can suspend your cover for up to six months, once every three years. Please contact us if you’d like to suspend your cover.

Will I be exempt from

the Medicare Levy

Surcharge (MLS)?

The Medicare Levy Surcharge (MLS) is charged to anyone who does not have appropriate private hospital cover (according to the Federal Government) and who earns above a certain income. Overseas visitors cover does not provide exemption from the MLS. For more information, please call 133 423.

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Your privacy

We are HBF Health Limited ABN 11 126 884 786 which provides private health insurance (under the brands HBF Health and GMF Health). References to HBF ‘us’, ‘we’ or ‘our’ include HBF, HBF Health, GMF Health, and other business names, and where the context requires, other related bodies corporate (collectively HBF). At HBF, we comply with the Privacy Act 1988

(Cth) (Privacy Act). We respect the privacy of your personal information. We process personal details on a daily basis and are committed to ensuring that the privacy and security of personal information remains protected. Personal information is information or an opinion about an individual, or an individual who is reasonably identifiable, whether the information or opinion is true or not, or is recorded in a material form or not. It includes your name, age, gender and contact details as well as your sensitive information (which includes health information).

Collection, use and disclosure of your

personal information

HBF collects and uses your personal (including sensitive) information (Information) to provide you with private health insurance and health and wellness related services, including to: • manage our ongoing relationship with you; • administer, process and audit private health

insurance premiums and claims and pay benefits;

• assess your suitability for, enrol you in and administer health and wellness related services such as chronic disease management programs and health management programs; • provide you with access to smartphone

applications and website portals in relation to managing your health, your private health insurance membership and your relationship with us;

• conduct market research that informs the strategic direction of HBF, by seeking to understand ways to improve the health of members, the effectiveness of marketing activities, the member experience and the

products and services HBF offer;

• manage, review and develop our private health insurance products and related services whether provided by us or other parties on our behalf;

• manage, review, develop and improve our business and operational processes, including training and systems, provided by us or other parties on our behalf;

• resolve any legal and/or commercial complaints or issues including compensation recovery;

• prevent, detect and follow up fraudulent or invalid claims or misrepresentations; • meet legislative requirements relating to

private health insurers; and

• perform any of our other functions and activities relating to our private health insurance and health and wellness businesses. HBF may collect your Information from you, the person responsible for the management of your private health insurance membership (Principal Policyholder) or a person

authorised to provide us this information on your behalf in order to, amongst other things, provide you with private health insurance cover and pay you benefits. HBF may also collect your Information from one of its related bodies corporate (in order to, amongst other things, investigate potential fraudulent claims and misrepresentations) or a third party such as a health service provider, broker or employer (in order to, amongst other things, provide you with private health insurance cover and pay you benefits). HBF also engages third parties to carry out functions on behalf of HBF (such as claims administration, membership management services, facilitators to organise and manage hospitals, doctors and health service providers, providers of claims advice and chronic disease management program providers) and they may collect your Information from you and pass this Information to HBF.

HBF’s obligation to you under the Code

We will endeavour to:

• work towards improving the standards of practice and service within HBF, • provide information to our members

in plain language,

• promote better informed decisions about our private health insurance products and services:

- by ensuring that our policy documentation is full and complete,

- by providing an effective and clear verbal or written explanation of the contents of the policy documentation, and

- by ensuring that our employees providing information on health insurance are appropriately trained,

• provide information to members on their rights and obligations under their relationship with HBF, including information on the Code, and

• provide members with easy access to our internal dispute resolution procedures, which will be undertaken in a fair and reasonable manner and advise them of their rights to take an issue to an external body such as the Private Health Insurance Ombudsman.

How the Code helps HBF members

Apart from promoting improved standards in clarity and usefulness of information given to members, the Code is designed to help solve problems between members and HBF. HBF has a complaints handling process for members who may have a dispute with HBF. Examples of disputes include:

• contents of advertising by HBF,

• representations made to the member when they purchased a product,

• features of their product, and • benefits paid under their product.

You can access HBF’s complaint handling process by visiting your nearest HBF branch, by contacting HBF on 133 423 or by writing to us at GPO Box C101, Perth 6839.

If you’re not satisfied with the outcome of your concern you can ask to have it reviewed by the internal dispute resolution process. Complaints should be addressed to: HBF Dispute Manager

GPO Box C101, Perth 6839 Phone: 133 423

Fax: 08 9265 6356

Email: memberexperience@hbf.com.au If a resolution is still not reached to your satisfaction you can:

• contact the Private Health Insurance Ombudsman by ringing toll free on 1800 640 695, or by writing to Suite 2, Level 22, 580 George Street, Sydney NSW 2000,

• forward the problem to a health care complaints commission or fair trading body in your state of residence, or

• report HBF’s behaviour to the Australian Competition and Consumer Commission.

Your documentation

All documentation regarding your policy is important, so please read it carefully and contact us if you require any further information. Please keep your policy certificate in a safe place for future reference.

How can I get a copy of the Code?

A full copy of the Code is available at: privatehealth.com.au/codeofconduct or by calling HBF on 133 423.

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In order to carry out the purposes described in this statement, HBF may disclose your Information to persons or organisations such as: • other related bodies corporate;

• our brokers and agents who refer your business to us;

• our service providers (who may provide some services directly to you on our behalf) including mailhouses, market researchers, manufacturers of membership cards, claim administrators, claim auditors, claim advisers, our membership management service providers, the facilitators of our arrangements with health providers and IT support (including by way of cloud computing);

• our professional advisors;

• health and wellness service providers (such as hospitals, our pharmacies, general practitioners, allied health providers, and chronic disease and health management program providers);

• payment system operators and financial institutions;

• persons authorised by you, including other persons covered by your private health insurance membership, and your agents and professional advisors such as legal practitioners;

• if you have a compensation claim, the insurer or statutory body responsible for paying your compensation claim or compensation recovery organisations; • if you have an overseas visitors product,

your educational institution, migration agent or broker;

• if you have a corporate private health insurance product, your employer; • regulatory bodies and government

agencies (such as the Department of Health & Ageing, the Private Health Insurance Ombudsman and Medicare Australia); • parties involved in a prospective or actual

transfer of any part of our assets or business; and

• other parties to whom we are authorised or required by law to disclose information. These third parties may also collect your Information directly from you.

HBF may transfer your Information overseas in the following circumstances. At your request, HBF may provide a transfer certificate or claims history containing your Information to an overseas insurer nominated by you. By making such a request, you give consent for your Information to be transmitted overseas in these circumstances. HBF also sometimes use service providers who either host or store personal information overseas. This means HBF may transfer Information about you between countries to those service providers for the purposes described in this statement. In the event HBF transfers your Information outside Australia, we will comply with the requirements of the Privacy Act that relate to transborder data flows.

If you are not the Principal Policyholder of your private health insurance membership, HBF may also disclose your personal information to the Principal Policyholder as part of administering the membership and paying benefits. This may include the disclosure of sensitive information about benefits claimed by you under your policy. If the Principal Policyholder has authorised his/ her spouse/partner to administer the private health insurance membership, HBF may disclose the Principal Policyholder’s Information to his/ her spouse/partner.

If you do not provide Information requested of you to HBF, we may be unable to provide you with private health insurance cover, pay you benefits, assess or waive lifetime health cover loading or apply an entitlement to the Australian Government rebate on private health insurance as a premium reduction.

Marketing

HBF may use your Information to contact you (including by telephone call, text message or email) in relation to other products or services we think may be of interest to you. This may include our own products and services, the products or services of any related bodies corporate or the products or services of third parties. By way of example, HBF may contact you in relation to a general insurance offering that we think may be of interest to you.

Personal information is shared between related bodies corporate. Related bodies corporate may use your Information to contact you (including by telephone call, text message or email) in relation to their products or services or the products or services of third parties. HBF and its related bodies corporate may contact you about products and services we think may be of interest to you during the period you are a private health insurance member and after you cease your private health insurance membership. For example, if you cease your private health insurance cover with us, HBF may contact you about its private health insurance offering under other brands such as GMF Health. You may opt-out of receiving marketing information from HBF and its related bodies corporate at any time by:

For HBF:

• calling us on 133 423;

• emailing us on hello@hbf.com.au

• ‘ticking the box’ on the relevant form when you apply for a product or service.

For GMF Health:

• calling us on 1300 653099;

• emailing us on welcome@gmfhealth.com.au • ‘ticking the box’ on the relevant form when

you apply for a product or service. Please allow five working days for your request to be actioned.

Service Related Communications

Where you provide us with an email address or use our member web portals myhbf or mygmf, we send most service-related communications to you by email or those web portals. Service-related communications are the essential things you need to know about your cover, like annual tax statements and changes to premiums and policy details. You can manage how we communicate with you by contacting us as detailed in the previous section.

If you are the Principal Policyholder

As the Principal Policyholder, you must ensure that your spouse/partner and dependant

children (if any) are aware of, and consent to, how their Information is handled under this Privacy Statement and the HBF Privacy Policy (current as at 1 July 2015) which can be accessed at www.hbf.com.au (Privacy Policy). You and your spouse/partner and dependant children (if any) should not provide us with any Information unless you and they consent to it being handled in accordance with this Privacy Statement and the Privacy Policy. By:

• taking out or maintaining your private health insurance policy; or

• providing your Information to HBF, or you or your spouse/partner and/or dependant children (if any) providing their Information to HBF, for whatever purpose,

you consent to, and warrant that your spouse/partner and/or dependant children have consented to, HBF collecting, using and disclosing your and their Information, however collected by us, in accordance with this Privacy Statement and the Privacy Policy.

Access to your information and

contacting us

HBF will allow you to access and correct personal information we hold about you as required by law. If you have any queries about how HBF handles your personal information, or would like to request access to that information, please contact us:

• By mail - HBF Privacy Officer, GPO Box C101, Perth WA 6839; or

• By telephone – 1300 883 530.

If you have any concerns or complaints about the manner in which your personal information has been collected or handled by HBF, please contact the Privacy Officer using the details above. The Privacy Policy contains further

information about how HBF generally handles your personal information including:

• how you can access and correct personal information we hold about you; and • how you can submit a privacy complaint to HBF

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Even the healthiest bodies need looking after. HBF is the Official Health Partner of WA’s favourite teams, the Fremantle Dockers and the West Coast Eagles.

HBF Health Limited ABN 11 126 884 786. The information in this brochure is correct at time of print. Minor changes may have occurred since that date. If major changes occur, the brochure will be replaced. Details of any minor changes can be obtained from HBF on request.

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Ni hao!

Go to hbf.com.au

Visit a branch

Mon to Fri: 9am to 5pm Sat: 9am to 12.30pm*

Call us 133 423

Mon to Fri: 7am to 6pm Sat: 8am to 2pm

Postal address

GPO Box C101 Perth 6839

Stay in touch

Find us at HBF Health

Metropolitan

branches

Perth 96 William St Belmont Belmont Forum Shopping Centre Booragoon* Garden City Shopping Centre Cannington* Carousel Shopping Centre Fremantle Corner Market St and High St Mall

Hillarys Whitford City Shopping Centre Innaloo Innaloo Shopping Centre Joondalup* Lakeside Joondalup Shopping City Karrinyup* Karrinyup Shopping Centre

We speak

your language

If English is not your first language, our multilingual team is fluent in many languages including Mandarin, Cantonese and Hindi. Call us on 1300 735 137. Mandurah 32 Pinjarra Rd Midland* Midland Gate Shopping Centre Morley* Galleria Shopping Centre Rockingham* Rockingham Shopping Centre Subiaco 142 Rokeby Rd Success Cockburn Gateway Shopping Centre

Regional

branches

Albany 21 Albany Hwy Bunbury 12 Arthur St Busselton 2/90-92 Queen St Geraldton Northgate Shopping Centre

Overseas visitor health cover. New to Australia? We re here for you.