Frequently Asked Questions

1. What is changing?

What is changing from 1 September 2026?

icare is moving HBCF to a builder-led digital self-service model. The previous distributor model ends and builders will manage their HBCF activity directly through the HBCF Portal. Builders can choose to self-service or appoint a Service Provider, such as MBIB, to assist with administration.

Why is the model changing?

The new model is intended to give builders more direct access, choice, control and visibility over their HBCF arrangements. The change has been introduced by icare. MBA NSW and MBIB are supporting members through the transition.

Do I have to use MBIB?

No. Builders can choose to manage routine HBCF tasks themselves through the portal. The portal is designed to allow builders to complete straightforward activities directly. If you prefer to self-service, MBIB can provide icare user guides, FAQs, templates and practical guidance material to help you navigate the process.

What can I do myself in the portal?

Depending on your access and eligibility, you can manage activities such as applying for Certificates of Insurance, viewing policies, tracking applications, managing open jobs, downloading certificates and completing other routine HBCF administration.

2. Portal access and getting ready

What should I do before 1 September?

Set up and test your HBCF Portal access before launch. Make sure the correct people in your business can log in, your details are current, and you understand where to find policies, notifications and payment functions.

Where do I get access to the portal?

MBIB cannot create or restore portal access for you. You must arrange portal access directly with icare. Portal: www.portal.hbcf.nsw.gov.au

What if I am locked out of my account?

Contact icare directly for portal access or technical support.

Email: enquiries.hbcf@icare.nsw.gov.au or phone: 02 8378 0560.

How do I appoint MBIB as my Service Provider?

Once your portal access is active, you can nominate MBIB as your Service Provider. MBIB can then assist with the administrative activities covered by the Annual Support Plan, subject to the agreed service terms and applicable fees.

3. MBIB Annual Support Plan

What is the Annual Support Plan?

The Annual Support Plan is an administrative support service for builders who would like MBIB to assist with routine HBCF activity. It is separate from MBIB’s Specialist Eligibility Advisory Services.

What can MBIB assist with under the Annual Support Plan?

MBIB can assist with routine HBCF administration, including portal navigation, straightforward certificate applications, uploading documents supplied by the builder, routine amendments, closing completed jobs, locating certificates and general process guidance.

What does MBIB not do under the Annual Support Plan?

MBIB does not monitor your HBCF Portal, Inbox, Notifications, review dates or application status. MBIB does not chase icare or underwriters, guarantee turnaround times, manage routine processing delays, control portal functionality or influence icare decisions.

What is the Annual Support Plan fee?

MBIB General Insurance clients receive the Annual Support Plan at no additional cost.

MBA members who do not place their General Insurance with MBIB pay $1,000 + GST per annum.

Public / non-members pay $2,000 + GST per annum.

Volume builders will be subject to a separate pricing structure.

4. Certificates, payments and job administration

Can MBIB upload my project and apply for a Certificate of Insurance?

Yes, if you have appointed MBIB as your Service Provider and are covered by the Annual Support Plan. MBIB can assist with the administrative process using the information and documents you provide. You remain responsible for ensuring the information is accurate and complete.

What happens if my certificate application is referred to an underwriter?

Once the application is with icare for review, the builder is responsible for monitoring the portal and following up icare directly for status, timing or outcome. MBIB does not chase icare or underwriters on certificate referrals.

Who pays the HBCF premium?

The builder pays the premium directly through the HBCF Portal. MBIB can provide general guidance on where to find the payment function, but does not manage or make premium payments on the builder’s behalf.

Can MBIB close a completed job for me?

Yes. MBIB can assist with the portal administration to close a completed job once you provide and confirm the required completion information.

Can MBIB amend a job or upload supporting documents?

Yes. MBIB can assist with routine portal administration such as uploading documents supplied by you and making routine job amendments. You remain responsible for the accuracy of the information and documentation provided.

5. When should I contact icare?

What if I am unhappy with how long icare is taking?

MBIB cannot control icare processing timeframes. If you need a status update, have a processing delay, or want an application expedited or explained, you will need to contact icare directly.

What if the HBCF Portal is not working?

MBIB can help identify whether the issue appears to be portal-related, but portal functionality and technical support remain with icare. Contact icare directly for technical assistance.

What if I want to dispute my premium, underwriting outcome or other icare decision?

You must contact icare directly regarding the decision. MBIB cannot change or control an icare decision. If the matter relates to eligibility and you want specialist advice on your position or options, MBIB’s Specialist Eligibility Team may be able to assist under a separate paid engagement.

6. Specialist Eligibility Advisory Services

Can MBIB help with my eligibility?

Yes. MBIB has a Specialist Eligibility Team that can assist with eligibility applications, reviews and more complex eligibility matters. This service is separate from the Annual Support Plan and additional professional fees apply.

Does MBIB monitor my portal or tell me when an eligibility review is due?

No. MBIB does not monitor your portal, eligibility review dates, notifications or requests from icare. The builder remains responsible for monitoring their own HBCF Portal and communications.

How do I engage MBIB for an eligibility review?

You must contact MBIB and specifically instruct us to assist. Eligibility work does not start automatically and is not triggered simply because MBIB is appointed as your Service Provider. Once you request assistance, MBIB will confirm the scope, information required and applicable fee before work commences.

What types of eligibility services can MBIB assist with?

Services may include Automated Scorecard Reviews (ASR), Full Financial Reviews, Non-Financial Reviews / profile changes, Special Eligibility Reviews (SER) and Reviews of Assessment Outcomes.

How are eligibility services charged?

Eligibility Advisory Services are charged separately based on the type and complexity of the work. MBA members receive member pricing, MBIB General Insurance clients receive preferred pricing, and complex matters outside the standard scope may be quoted separately.

7. Contact details and where to go for help

Important: The Annual Support Plan is an administrative support service. It does not transfer responsibility for a builder’s HBCF obligations to MBIB. Builders remain responsible for monitoring their portal, providing accurate information and dealing directly with icare on matters controlled by icare.