Review Insights · Google Play
HCF My Membership App
HCF Australia · 9,687 ratings · ★ 3.7
3.7
★★★★★
9,687 ratings
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Top complaints - extracted from 48 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"work"
7 negative reviews mention this · 15% of all complaints
★★★★★ "the app is so slow and clunky. waiting 10-15 seconds for a tab to open is frustrating. use biometrics to login and then 2fa with sms. that's not how apps work... not even banking apps are that stupidly over the top. app times out a lot too.…" - Shannon Whitty
2
"login"
6 negative reviews mention this · 13% of all complaints
★★★★★ "the app is so slow and clunky. waiting 10-15 seconds for a tab to open is frustrating. use biometrics to login and then 2fa with sms. that's not how apps work... not even banking apps are that stupidly over the top. app times out a lot too.…" - Shannon Whitty
3
"doesn"
6 negative reviews mention this · 13% of all complaints
★★★★★ "doesn't login" - Jerry Shea
4
"chat"
6 negative reviews mention this · 13% of all complaints
★★★★★ "unable to see chat history. keep asking the same question but can't see the reply" - ie55 hdkek
5
"card"
6 negative reviews mention this · 13% of all complaints
★★★★★ "Ridiculous that only the policy holder can access the app. It was suggested by the consultant to share details with my spouse! with 2 part authentication that is impossible. As we don't have physical cards yet the app is an epic fail." - Peter Connel
6
"access"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Ridiculous that only the policy holder can access the app. It was suggested by the consultant to share details with my spouse! with 2 part authentication that is impossible. As we don't have physical cards yet the app is an epic fail." - Peter Connel
7
"claims"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Buggy Android development... probably works fine on iOS 🙄 . Navigation back button doesn't work, locks up if you leave chat during messaging (for example, to get your membership number) and does not correctly report claims." - Ess Barboots
8
"claim"
5 negative reviews mention this · 10% of all complaints
★★★★★ "Buggy Android development... probably works fine on iOS 🙄 . Navigation back button doesn't work, locks up if you leave chat during messaging (for example, to get your membership number) and does not correctly report claims." - Ess Barboots
9
"service"
5 negative reviews mention this · 10% of all complaints
★★★★★ "app always crashes, biometrics only work sometimes, very leggy, often down in service" - Rebecca dyke
📋 All 48 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
cost is now outside of my capabilities
doesn't login
unable to see chat history. keep asking the same question but can't see the reply
Very dodgy practices from this company. I had corporate health insurance. When I left the job, instead of simply cancelling it, they kept the cover going without telling me. Then they chased me for unpaid arrears for something I never asked for. Why would you do that? It is even in the name of the cover: it's called "Corp Gold". Cherry on top: the page giving instructions for cancelling the cover is outdated, and the chat to contact an agent doesn't work. What a joke. I am never using HCF again
Just watched the ad that lauded you guys as "we don't payout profits" Well your payouts should be before you make a profit. You really need to think your statements through as that sounds like a dodgy politician
I keep getting an error that prevents me from opening the app. I have to uninstall and install again.
I just joined HCF, and I'm welcomed with App Crashes. On the login page, it tells me "Sorry, an error has occurred, please try again later-000 (Ref: 00-404-jhwGdvkerdugQdy)". I installed the app on Samsung Galaxy S21+
Horrible website, always having to sign in, VERY EXPENSIVE HEALTHCARE!!!
terrible it is very slow
Ridiculous that only the policy holder can access the app. It was suggested by the consultant to share details with my spouse! with 2 part authentication that is impossible. As we don't have physical cards yet the app is an epic fail.
Unable to log in. The app kicked me out, I logged back in. a few days later im at the dentist and I log back in with Biometrics and it wants to send a code via text to my partners number. She isn't contactable. cant add my number as it apparantely the morons who implemented this new system thought that every policy member would be accessing the same phone every time they need access to the app.
scam artists
App doesnt work. :(
Myself being unable to login without a verification from my wife is so inefficient. Needing the physical card when transacting and you cant claim online without going through the same verification process. A backward process in a digital age. 2 years ago we were told that multiple log ins are coming - I was told the same again today. This is a big issue HCF. I'm sure I'm not the only one looking at alternative providers because of this.
you should be available every day
doesnt work..when opens white blank screen appears
I honestly don't know why we even bother with extras. I had dental and glasses (have done forever as I know I need glasses) and both were declined, despite my account saying it is? The extras calculator assumes you know all the right numbers and the descriptions are no help. oh, and just before the end of the year when things run out, the App stops working!
After going through the login process, all I get is a blank screen. Even though I'm connected via the Ethernet, it then tells me I'm off-line. Even if I get the home screen, I can't access anything. I gave it one star because you don't have a zero rating!
it's ridiculous that it doesn't ask for the product details for the pharmacy claim. Its also very frustrating that the app doesn't stay open. it's soooo time consuming to log into the app every time I use it as I can't always remember my password in order to get a code. Grrrrr.
Very bad app, each time other members of family trying to use it I have to send them code despite I've been told that it should work for couple months without re-entering code
2 part login is annoying
Not a very good app experience. Automatically logged me out while I was in a chat conversation with the representative - evidently my session timed out.
Pointless app if you aren't the policy holder. Only the policy holder can have a digital card and can make claims. The second parent is treated the same way as the children cover. No online access to anything.
I can't see the messages I am typing in the chat function. this needs to be fixed. the actual app and service is ok.
you have to check your email for a code every time you log in, really annoying
this is the most useless app if there are two people on a card
App doesn't load. Sits on a white screen.
forced to update, now nothing works. terrible!
One of the worst offenders in allowing cookies (selling your data) trackers are from FB, Amazon, Google and heaps of others. All are tracking for as much data as they can, like your name, birthday, mobile make and number. DONT use this app if you like your privacy.
App is unusable for overseas clients (disabled), and the horrid phone center needs to be used instead.
App always breaks and the worst service ever. Cancelled my membership
system down for extended period
Terrible service! Nothing works half the time and yet they charge such high premiums! Disgraceful to say the least!
the app is so slow and clunky. waiting 10-15 seconds for a tab to open is frustrating. use biometrics to login and then 2fa with sms. that's not how apps work... not even banking apps are that stupidly over the top. app times out a lot too. waiting for screens to load takes way too long for basic requests
Far too difficult for the elderly to use this app. You should be ashamed of yourselves!!!
Updates and logs me out. requires 2 factor authentication but will only contact my abusive ex who pays the bill as the phone number on the account. worse than a bad app, they put people's lives in danger.
average app
Buggy Android development... probably works fine on iOS 🙄 . Navigation back button doesn't work, locks up if you leave chat during messaging (for example, to get your membership number) and does not correctly report claims.
I was logged out x2 while using the app. It doesn't seem to give you long to complete a claim.
app always crashes, biometrics only work sometimes, very leggy, often down in service
slow to respond.
I just want to check I have a digital card but can't get any further than the initial stage of signing in and have reviews
Still can't cope with having 2 adults being able to log in and submit claims on the one family account. HCF needs to cone up with an APP that reflects real world needs.
Can't have my own log in as I'm not the primary account holder, when I need 2f authentication it's a struggle. Also very slow. when is multiple account holder access coming?
need to fix your app glitch for samsung keyboard. cant see what youre typing, absolute nightmare trying to chat
the app has a flaw that won't open options cover. error 05-500. has no explanation and reinstall does nothing and help does nothing if you report it. assume this fault is why providers cannot contact HCF if using the electronic card.
So far the app and claims process hasn't been as easy as Frank Insurance. it's also a bit buggy and wasn't letting me log in sometimes. I've only ever done an extras claim so not sure about their overall service.
Why has tap icon disappeared when making claims? Used it last week and was at upper right. Frustrating to be at provider reception, with time spent logging in, then 2FA authentication, then no obvious way to claim when it was there before...? Will stick with physical card or online claims.
Sentiment summary
57%
Positive (4-5★)
29%
Neutral (3★)
14%
Negative (1-2★)