I switched to HCI (Premier Hospital & Extras) 4 months ago. I contacted them by email and phone for various bits of information in the first month and was completely satisfied in all metrics (time, accuracy, professionalism, friendliness, etc) each time. They presented with the feel of a small business providing personal service.
All the claims to date have been extras, HiCAPS paid. I just renewed my Vic Ambulance membership that was reimbursable. There is no online claiming but the phone app is breathtakingly easy. You take a photo of the bill via the app, 4 routine acknowledgements, and off it goes. You receive a confirmation of the claim by email, and in my case it was processed only a few hours later.
So far I am extremely happy with my decision to go with them.