MY MEMBERSHIP APPAND ONLINE MEMBER SERVICES GUIDES

Register for online services so you can log in to your account on the My Membership app or online member services.

You’ll need:

• your HCF membership number
• if you’re a policyholder, access to the email account connected to your policy or, if you’re a partner, access to your own email account.

How to register:

If you’re the policyholder:

• Go to online member services or the My Membership app and select 'Register'.
• Enter your membership number, name and date of birth. Your first and last name must match how it appears on your policy.
• We’ll then send a confirmation email to the email account linked to your policy. Follow the ‘Complete your registration’ link. The link is valid for 1 day.
• Once the account is confirmed, create a password to login and select ‘Save’.
• You’re now ready to log in to online member services and the My Membership app.

If you’re the partner on your cover:

• Go to online member services or the My Membership app and select 'Register'.
• Enter your membership number, email address, name and date of birth. Your first and last name must match how it appears on your policy.
• A confirmation email will be sent to your policyholder where they’ll need to confirm your details by clicking a confirmation link.
• We’ll then send a confirmation email to the email address you provided in the registration step. Follow the ‘Complete your registration’ link. The link is valid for 1 day.
• Once your account’s confirmed, create a password to log in and select ‘Save’.

If you’ve forgotten your password, we can reset it for you.  

1. At the login screen of the My Membership app or online member services, select ‘I forgot my password’.
2. Enter your email address. Select whether you want to be sent an SMS or email.
3. If you’ve received an SMS, enter the PIN and tap ‘Submit’. If you’ve received an email, follow the reset link
4. Enter your new password, making sure it meets the password criteria. Select ‘Save’.
5. You can now log in to the app or online member services using your new password.

1. Log in to online member services or the My Membership app and select ‘Account’ followed by ‘Manage my account’ and then ‘My contact details’.
2. Enter your new details and select ‘Update’.

Note: If you're not the policyholder, you can't update the address linked to your policy.

If you need a new or replacement physical card, you can order one through the app.

1. Log in and select ‘Account’.
2. Select ‘My HCF card’, ‘Order a new card’ then ‘Order membership card/s’.
3. From the dropdown menu select whose card you want to replace. You can select ‘All members’ to replace the cards of everyone on the policy, or a specific member. Select ‘Next’. If you’re not the policyholder of your membership, you can only order a replacement card for yourself.
4. Confirm that your residential and postal address are correct or edit your details (available only to the policyholder). Tap ‘Order card’.
5. Your new card will arrive within 10 business days. Tap ‘Order another card’ if you’d like to order a card for another member.

1. Log in and select ‘Cover’.
2. Select ‘Manage my cover’ then ‘Health cover’.
3. If you’re on the My Membership app, for Apple devices, tap ‘iMessage’ and for Android devices, tap ‘Messages’.
4. On the chat screen, enter ‘Hi’ to start the chat. Follow the prompts and they’ll direct you to the ‘Review cover’ option. One of our customer service officers will assist you as soon as they can.

Note: Only the policyholder can review your health cover.

The policyholder of your cover can register full-time students as dependants. For more information, see Cover options for dependants.

1. Log in to the app or online member services, select ‘Cover’ followed by ‘Manage my cover’, then ‘Add student dependant’.
2. Under ‘Register a student dependant’, select the dependant you’d like to register and select ‘Next’.
3. If the student is studying full-time, select ‘Yes’ followed by ‘Next’.
4. If you agree with the declaration, tick the acknowledgement checkbox and select ‘Submit’.
5. The dependant will now be registered as a student dependant on the policy.

You can make a credit card or BPAY payment towards your policies.

1. Log in to the app or online member services and select ‘Manage payments’, then ‘Make a payment’.
2. Tick the policies you’d like to make a payment towards and select ‘Pay now’.
3. Enter your credit card details and select ‘Pay’. You can also pay using BPAY.

Update your direct debit details

Only the policyholder can set up automatic direct debits to pay your premiums (for eligible policies).

1. Log in and select ‘Manage payments’, followed by ‘Direct debit’.
2. Select the relevant policy.
3. On the ‘Payment method’ tile, select ‘Update’.
4. Select ‘Bank account’ or ‘Credit card’.
5. Enter your new bank account or credit card details.
6. Tick the privacy checkbox if you agree and select ‘Save’.

Update your payment schedule

1. You can adjust the frequency of your automatic payments (for eligible policies).
2. On the homepage, select ‘Manage payments’ followed by ‘Direct debit’.
3. Select the relevant policy.
4. On the ‘Payment schedule’ tile, select ‘Update’.
5. Under ‘Next payment date’, set the date for your next payment.
6. Under ‘Frequency’, select how often you’d like the payments to occur (e.g. weekly, fortnightly, monthly).
7. Select ‘Save’.

Note:

• Only the policyholder can set up and update automatic payment schedules.
• If you’re using a corporate product, you may have restricted access to updating your payment details.
• If there are no existing direct debit details on the policy, you’ll be prompted to add them. Using similar steps outlined above, you’ll be requested to set up the payment schedule first, then the payment method. Once these have been set up, you’ll be able to update the payment schedule or payment method independently in the future.
• If you're not the policyholder, you can't view, add or edit direct debit details.

1. On the homepage, select ‘Account’ followed by ‘Payments’ then ‘Payment history’.
2. You’ll see a list of all the past transactions on your cover. Select ‘Filter’ to filter by policy and date.

Note: Only the policyholder can view payment history for their cover.

1. On the homepage, select ‘Account’ followed by ‘Inbox’.
2. Select the annual tax statement you’d like to view. It will open as a PDF.

You can use the My Membership app to access your digital card. It’ll be automatically updated to reflect the current expiry date.

• Download the most recent version of the My Membership app and connect to the internet. For Android users using tap-and-go, search for ‘NFC’ in your device settings and make sure it’s switched on.
• Open the app and tap the phone icon in the top right corner. Your digital card will appear on-screen.
• If you’re using an Apple device, your QR code will be displayed for the purposes of making an extras claim.

If you’re using an Android device, tap-and-go will appear by default for the purposes of making an extras claim. If you’d like to use the QR code, tap ‘Show QR code’.

Note: The QR code refreshes every 10 minutes, so you can’t share a screenshot or printout of the QR code for other policy members to use.

If you have an Apple device, you can use the QR code to claim at extras providers with a HICAPS Trinity terminal^*.

You’ll need:

• a supported Apple mobile device^{^}
• the newest version of the My Membership app
• an internet connection.

What to do:

1. Make sure you’re connected to the internet.
2. Open the app. Tap the phone icon in the top right corner. Your digital card will appear on-screen.
3. To claim, scan the QR code by holding it in front of the terminal camera. You’ll hear a beep.
4. Your claim will be processed. The provider will let you know if your claim has been approved. You’ll need to pay any difference that’s owing.

If you’re having trouble accessing or finding your digital card, try reinstalling the My Membership app.

If you’re still experiencing issues, call us on 13 13 34 or email service@myhcf.com.au and we’ll look into it.

If you have an Android device, you can use either tap-and-go or the QR code at selected extras providers^*.

You’ll need:

• a supported Android mobile device^{^}
• the newest version of the My Membership app
• an internet connection.

To claim with tap-and-go:

You can use tap-and-go at extras providers with a HICAPS VX, HICAPS Trinity or CommBank Smart Health payment terminal.

1. Make sure you’re connected to the internet. Go to your device settings, search for 'NFC', and make sure it’s switched on.
2. Open the app. Tap the phone icon in the top right corner. Your digital card will appear on-screen.
3. To claim, hold your device near the terminal at your provider. You’ll hear a beep.
4. Your claim will be processed. The provider will let you know if your claim has been approved. You’ll need to pay any difference that’s owing.

To claim with the QR code:

You can scan the QR code at extras providers with a HICAPS Trinity payment terminal.

1. Make sure you’re connected to the internet.
2. Open the app. Tap the phone icon in the top right corner. Your digital card will appear on-screen. Select ‘Show QR code’.
3. To claim, scan the QR code by holding it in front of the terminal camera. You’ll hear a beep.
4. Your claim will be processed. The provider will let you know if your claim has been approved. You’ll need to pay any difference that’s owing.

If you’re having trouble accessing or finding your digital card, try reinstalling the My Membership app.

If you’re still experiencing issues, call us on 13 13 34 or email service@myhcf.com.au and we’ll look into it.

1. Open online member services or the My Membership app and select  ‘Make a claim’.

2. Choose the category you’d like to claim for (extras, medical or ambulance).

If you’re making an extras claim, select the ‘Extras Quick Claim Guides’ to learn more about claiming for specific items and services.

3. Upload a photo of your invoice by tapping ‘Select documents’. Select your image, then tap ‘Next’.

4. If required, you can update your direct credit details. Select ‘Confirm’ when complete.

5. If you agree with the declaration, tick the checkbox. You can also choose to use your Health Dollars if applicable. This is only available to the policyholder.

6. Tap ‘Submit claim’. Claims are usually processed and paid within 7 working days. We’ll deposit the benefit into your chosen bank account.

Note: You can’t make hospital claims within the My Membership app or online member services.

1. Open online member services of the My Membership app and choose ‘Extras limits’.
2. Select your extras policy and choose your selected limits for more information, including any remaining benefits.
3. To see the limits of other members on the policy, select their name from the dropdown list.

Note: Only the policyholder can see the claims history for all members on the cover.

1. Open the app. On the homepage, scroll down and you’ll find a list of your policies.
2. Select your extras policy and tap on the limits for more information, including any remaining benefits.
3. To see the limits of other members on the policy, select their name from the dropdown list. 

Note: Only the policyholder can see the extras limits and remaining benefits for all members on the cover.

1. Open online member services or the My Membership app and choose ‘Calculate benefits’.
2. If you’re the policyholder, select the relevant member, enter the date of the service and select ‘Continue’.
3. Enter the service category or item number. You can also filter by category and select the service from the dropdown list.
4. Tap the ‘+’ symbol to add a service. You can add up to 10 services under the same category (e.g. dental).
5. Once you’ve selected all your services, select ‘Calculate’.
6. You’ll be given an estimated benefit for your extras services (only the policyholder can calculate benefits for all members covered on the policy).

While non-policyholders can access online member services and the My Membership app, they’re restricted to what they can and can’t do. Under the HCF Fund Rules, only policyholders have full access to all membership details. This means other members, including partners, can’t access the details of children and other family members on their policy including via any of the online services.

If a policy is cancelled, both the policyholder and partner can still access the app and online member services for up to 2 years, but some features may be limited. 

1. Open online member services of the My Membership app and select ‘Find a provider’.
2. Select a provider category from the list (extras, hospitals or specialists).
3. Scroll to the bottom of the page and follow the instructions to narrow your search.

• The My Membership app is your health cover companion that allows you to view and modify your cover, make fast claims and payments on the go, access a digital membership card and more. Policyholders and partners can register to use the My Membership app.
• The HCF Thank You app⁺ lets you access discounts, offers and rewards through the loyalty program and earn HCF dollars that can be converted into an HCF Digital Prepaid Mastercard, an eligible retailer e-Gift card, or used to help reduce the cost of your health cover premiums^#. Available to all HCF members.
• The HCF Healthful app has been designed to help you improve and manage your health and wellbeing with the help of a 24/7 digital coach and evidence-based programs^**. Available to all HCF members.

All 3 apps have separate and each has it’s own registration and log in processes. Signing in to one app doesn’t provide access to the others. If you’re having issues logging into a specific application, get in touch with our team.

As a member, you get access⁺ to a range of exclusive offers, discounts and benefits as part of our HCF Thank You loyalty program.

1. Open online member services or the My Membership app and select ‘Programs’ followed by ‘HCF Thank You’.
2. You’ll see your loyalty tier and a selection of HCF Thank You offers and discounts that you can redeem on the spot.

^* Android and Apple users with a supported device can scan the QR code on their digital card at selected providers with HICAPS Trinity payment terminals. Android users can also use tap-and-go (NFC) at selected providers with HICAPS VX, HICAPS Trinity or CommBank Smart Health payment terminals. HCF’s digital card is available to policyholders whose payments are up to date.

^{^} Supported Apple devices run at least iOS 13. Supported Android devices run at least Android 8.

⁺ Eligibility criteria apply. For more information see hcf.com.au/thank-you-app

^# Must have at least 20 HCF dollars in cleared funds. Only members who pay their premiums by credit card or direct debit can use their HCF dollars to reduce premiums.   

^** Eligibility criteria apply. For more information see hcf.com.au/healthful