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HCF Pet Insurance

HCF Pet Insurance

2.0 from 46 reviews

HCF Pet Insurance

I am a pensioner and have been paying good money to this company for 6 years and in that time made 2 claims, both of which were rejected. In the first instance the claim was for a cruciate ligament injury for which I honestly thought was a new injury to my pet but HCF went right back to AWLQ and discovered a comment about this on my pets file for which I was totally unaware of at time of adoption . Several years later and my little pet is in trouble again with abdominal problems and again my claim for Veterinary expenses has been rejected by HCF although I have taken all due care and responsibility with my pets health. I rang HCF Pet Insurance today and explained to them that although I pay monthly premiums via autopay with my bank I have not received a Certificate of Insurance for the current year and was not aware of level of care that I had, nor what "Pet Essentials" meant. I am most annoyed with this company and feel that some ex gratia payment should be made to me for leaving me in the dark as to what my pet was insured for. At the very least they could compensate me for the costs of Euthanasia which was the ultimate result. RIP SaSa

Value for Money
Transparency
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredDog
Claim MadeYes
Claim Resolution Time1-2 weeks
Claim DateMay 2019
Claim ApprovedNo

Stay away ..

I had been with HCF for a few years and not one claim with my two dogs
I just recently tried to make a claim
For a Non pre exisiting problem
And I proved it was Non exisiting by sending them vet reports from previous vets. They Never pay they keep requesting more vet info that you simply don’t have
If your dogs not sick why would I attend a vet apart from routine injections etc
After 7 attempts of trying to explain this
I cancelled my insurance ... funny they did that via email in one day hmmmmm
.

Value for Money
Transparency
Customer Service
Number of Pets2 pets
Pet Type(s) InsuredDog
Claim MadeNo
1 comment
Dear Leonie We are sorry to hear about your experience when making a claim on your pet insurance policy and would like to look in the matter for you. Can you please send us your pet insurance policy details by email to customersupport@hcf.com.au and mention product review in the subject of the email. Regards HCF Team

Absolutely Horrible

I feel absolutely scammed by this insurance.
Prices are reasonable but they make claiming as difficult as possible and I find their claims to provide an 80% refund (minus a $200 excess) is misleading!
I lodged 2 claims for the one incident (initial consultation, repeat consultation and medication).
I can say I certainty did not receive 80% of the claim even with the $200 excess removed.
Be sure to read the PDS!
I lodged 3 claims involving one incident in the past, and received over 8 follow up letters with different claim numbers requesting vet notes.
I feel like they try to make the claim process as difficult as possible and confuse you.
I have cancelled one of my pet policies and will cancel the other at it's end date.
I'll also be moving my entire families health care cover as a result.

Beware!

Value for Money
Transparency
Customer Service
Claim MadeYes
Claim Resolution Time2-4 weeks
1 comment
Hi We are sorry to hear about your experience when making a claim on your pet insurance policy and would like to look in the matter for you. Can you please send us your pet insurance policy details by email to customersupport@hcf.com.au and mention product review in the subject of the email. Regards HCF Team

Above and Beyond

Emmerose fronted my call:
was finalising a claim as there there were missing information that that the insurers needed;
She put me on hold to check - when she came back on - she had contacted the Vet on my behalf and organised what was required - no more stress on me.
Very touched by the extra effort !

Value for Money
Transparency
Customer Service
Claim MadeYes

Awesome so quick and without any fuss.

We were a bit nervous taking out Pet insurance, you hear a lot of horror stories about companies refusing to pay up. I can honestly say I was more than surprised with the great service HCF gave us when we made multiple claims for our puppies elbow displaysia only months after joining. The refunds were prompt and easy payment being reimbursed within the week. Thank you so much HCF for making a difficult time so much easier. We are with you for the long run. Cannot recommend HCF enough. We now have our health insurance with HCF as well.

Claim MadeYes
Claim Resolution Time<1 week
Claim DateMarch 2019
Claim ApprovedYes

Slow Claims Process

I lodged my claim on 9/1/2019 and uploaded necessary documents via Portal. Since then I have constantly been asked for the same information even though on two occasions HCF Staff contacted my Vet directly in order to obtain information and I was verbally advised everything was OK. I also personally emailed outstanding items required and was advised by reply email on Monday 11/2 that everything was ok and claim was being processed. Then on 16/2 I was advised by same customer support officer that advised everything was OK that now it is not OK as they were still waiting on outstanding Invoice.

Value for Money
Customer Service
Number of Pets1 pets
Pet Type(s) InsuredCat
Claim MadeYes
Claim Resolution Time1-2 months
Claim DateJanuary 2019
Claim ApprovedNo

Incredibly difficult claims process-repeat requests for the same information

We have had pet insurance for our dog for around 5 years. This year was our first claim and it seems that we repeatedly get requests for the same information that has already been provided. Almost a month later and we are still no closer to a result; I suspect HCF just try to make life so difficult you can’t be bothered chasing the money anymore. We have had terrible service, I would not recommend at all!

Insurance claim madeYes

Easy and fast claim

Have had pet insurance policy for two dogs for 3.5 years.
Purchasing the policy was easy, as has been the renewal process.
The level of cover as good or better than any we've found with any other insurance for the price.

1st time claim (entitled to or not, we just never bothered to claim anything before.)

After reading other reviews on this site I was concerned this would be a draw out series of arguments to not got what I felt entitled to back; My experience turned out to be anything but.

The claim process was super simple and easy - the documents required were clearly specified and the upload via the pet portal quick and efficient.
As this was a first claim I needed to provide a 'patient history' - which I forgot to do but e-mailed through separately and it was acknowledged - as was the claim lodgement - within hours.

In under a week with no issues at all the claim was processed as per the stated benefits according to our policy and the refund was in my account. (paid benefit was just under 75% of total invoice)

I was/am very pleasantly surprised and have no hesitation recommending this policy to others.

Insurance claim madeYes

Nothing but satisfied

Once the policy was set up after cat vet history supplied, I’ve had every claim processed within a few days to 2 weeks. Claims from vaccinations, dental clean to paralysis tick poisoning paid. Can’t expect any better service.

Insurance claim madeYes

Don't bother trying to ring to discuss a claim the service is appalling

HCF was great at accepting and paying a claim I submitted via their online portal but when I called to ask how I submit further or new costs for the accepted claim I was put through to an overseas call centre who refused to allow me to talk to the claims officer who processed my claim. The call centre operator could not answer any questions regarding my claim or what treatments were covered. She then said that no further costs would be paid unless I got a preapproval form signed. This form is not even available on the HFC Pet insurance website or in the online portal. My dog has cancer and needs further treatment and if I pay good money for a policy I should be able to painlessly discuss my accepted claim with the claims officer who processed it. I'm absolutely appalled by the customer service!

Insurance claim madeYes
1 comment
Hi Amy, Thank you for getting in touch. I’m sorry to hear you’re frustrated and have had this experience. Can you please let us know your membership number, by sending an email to social@hcf.com.au and we can look into this for you? Many thanks Steph

Excellent Pet Insurance - Quick Claims Payment

I cannot speak highly enough of HCF. We have been with them for the past 4 1/2 years for our dog Jesse and and they are always so helpful. Every claim is processed quickly and we have never had any issues. I highly recommend them to any pet owner wanting peace of mind. Also the dental option comes in handy and is definitely worth it!!

Insurance claim madeYes

They are experts in making life difficult!!!

Poor vale for money. Terrible service. They make cancelling the policy difficult. Electronic renewals can't be cancelled unless you call the exactly 30 days before expiry not a day more!

Insurance claim madeYes
1 comment
Hi Mila, Thank you for getting in touch and we're sorry to hear about your experience. We'd like to look into this for you. Please can you email your membership number to social@hcf.com.au? Kind regards, Rosannah

They Are Shockers Anything To Get Out Of Paying Even The Minor Amounts Of Money

I put in a claim and my consultation was not covered because I mentioned to my vet at the end any tips for dogs that bite so they class it as a behavioural therapy consultation - they will do anything to argue with you every time. I hate to think what will happen if I ever have to put in a claim for a major incident - hopefully I will not have and they can just have their $10,000 I will end up paying them in the life of my insurance.

Insurance claim madeYes
1 comment
Hi Kylie, apologies for the delay in getting back to you. Whilst we would love to be able to cover all accidents and illness, we have to apply certain exclusions to our policies - the exclusions are listed in our PDS. Our Customer Service team is available 8:30am - 5pm Monday - Friday to help to provide understanding around our product and coverage to ensure that you feel comfortable knowing what you are and are not insured for. Kind regards, Rosannah

Not happy!

Customer support is nil! I have telephoned 6 times today, and cut off 6 times. I have the evidence, as I used my mobile. I received an email stating my reimbursement would be in my bank within 3-5 days. Today us the 5th day and still not in the bank. It is a very large amount of money u cannot do without. Like I said, I tried to call. I went into the portal, it said I was blocked!!! Go figure! I had to set up the portal, again! Email contact is preferred as it is quicker if "more information" is needed. I received emails often (due to a very serious injury and many vet visits) but when wanting more information, to assist in the process, I was informed that the letter was sent by snail mail. I'm still waiting for it, 5 weeks later. When I asked to speak to the "team leader" the mail had been sent "2 weeks ago" and she assured me she would be back in contact by the close of business, that day. I'm still waiting! That was 3 weeks ago! Yes, not happy! The policy was easy to set up. Bev

Insurance claim madeYes
1 comment
Hi Beverley, We're sorry to hear that you haven't had had an easy time getting in contact, we're not sure what happened, but we do want to look into these issues. Can you please send your details to social@hcf.com.au and we'll investigate what's happening with your letter and your phone calls. Kindly, Michelle

Cannot understand all the bad reviews.

We have three dogs insured, two fully and one for emergencies only.

The two full insured dogs have been insured since they were pups. The other one only after she was past the cut off date of nine years old.

We were insured with Woolworth's Pet Insurance first. They were OK except we found them difficult to deal with. HCF have been better. All of our claims have been paid except one minor claim which was clearly not covered. I just thought I'd try.

Often I have had to go back to the vet to get extra documentation. This is a hassle. Nevertheless, I have always been told what exactly is required. Most Pet Insurance is the same product, underwritten by Hollard from what I can gather. We went with HCF to get the 10% discount and to also consolidate our insurance products with as few insurers as possible.

From our experience we would recommend HCF Pet Insurance as a very good product.

Insurance claim madeYes
1 comment
Hi Pdjones, Thank you for your great review and recommendation. We do appreciate your kind words and hope we can help you out again soon. Kindest, Michelle

Terrible

You get 10% HCF member discount when you sign up end of the year the policy price go up. They just after the money,
most of the claims got rejected coz they don't cover it or they come up with some thing, only end up getting $80 routine care for the year. After paying over $600
Customer Support is 0 no help. Never ever recommending to anyone. Woolworths pet insurance way to go.

Insurance claim madeYes
2 comments
Hi Kanye, We're sorry to hear you haven't had a positive experience with our pet insurance. We'd like to look into this for you. Can you please email us your membership number at social@hcf.com.au so we can see what has happened? Kind regards, Michellewith a different provider thanks.

Claim Rejected.

Put through a claim for a vet consultation which was rejected on the grounds that my policy does not cover this item, however, according to all my documentation it does. What is not specified by HCF in any place I can find is precisely what this means, or how they interpret this. All I am able to say is that by taking my pet to the vet to have a suspected unknown acute condition assessed it is not covered. When selecting a policy I specifically had vet consultations and things of that nature in mind, the Pet Essentials policy stated this was covered.

If I can't claim a basic item such as this, then I don't believe HCF will actually provide me with the assistance I'd require if my pet actually required treatment and what I would have covered in my policy. If I can locate an insurer with less vague policy options I will transfer my existing cover to them, however either way I will not remain a member of HCF.

For the representative that's reading; no I don't wish to contact HCF to discuss the matter further as it will most probably not resolve my enquiry. If the policy details were made more clear with the focus being less on brevity it would be of more use rather than paying a policy for 3 years and then finding out the first time I need to make a claim that I'm not covered for the thing I believed I signed up for in the first place.

Insurance claim madeYes

Refused claim

I purchased the premium policy to cover illness and accidents. When my dog had a temperature of 39.4 and was trying to tear his skin off I took him to the vet and was told he had a skin allergy to a flea bite. He was given an injection of antibiotics and tablets to take for 3 days.
The policy clearly states that skin allergies were covered under this policy but, was refused as it doesn't meet their criteria with no explanation as to what that criteria was. I am currently looking for a new insurer.

Insurance claim madeYes
2 comments
Hi Tracy, I hope your dog is feeling better. Would you like us to give you a call about this? Our rep will be able to talk this through with you. Kind regards, MichelleI have called and was told that even though skin allergies are on the policy. It's not covered if caused by flea or tick bites apparently

Refuse to pay the claim -- Terrible company

This is the second claim for my puppy.
When we first made the claim last time, it worked very well. We sent all the documents needed to the insurance company and received the money very quickly.
However, when we made the claim this time, they needed me to resend all documents to them again. We did so. We sent them through email this time more than a week ago. But today, we received the same letter and asking for the same information again. It seems that they NEVER check their email and keep asking for the same documents that we have sent. This is RIDICULOUS!
Even we send an email to them, no one will reply your email. This is very IMPOLITE!
We are very ANGRY in dealing with this company.

Insurance claim madeYes
1 comment
Hi Bao, Can you please send through your membership number to social@hcf.com.au so that we can investigate this? Kind regards, Michelle

Wish I Could Give Them 0 Stars!

We have been insured with Petsure for years. Our premium jumped from $40 and month to over $70 a month this year- no indication why except because "it was reviewed"? They make it quite hard to claim with onerous paperwork and frequently knocking back things for no apparent reason I can see aside from the hope you will not try again.

When I made a recent claim and they refused it- I sent in all the correct paperwork and reports and pathology reports and they are saying the access on my dogs leg after he grazed is due to a pre-existing condition of dermatitis. Well, he had 1 episode of dermatitis 6 years ago, and none since, so this is obviously nuts. I think they are just relying on people not pushing for what is owed them and disputing claims.
They also knocked back most of his vaccination claims as the vet vaccinated him 2 days before the year was up so he had already reached the maximum claim for that year.

I am beyond angry with their poor customer service and how hard they make it.
We pay the insurance - you need to pay the claims. You don't need to make it as hard as possible to do this.

Insurance claim madeYes
4 comments
Hi Juliet, I'm sorry to hear that you have had such a frustrating experience with Petsure. If you'd like to speak to one of our reps for feedback, please email me at social@hcf.com.au and someone will be in touch. Kind regards, MichelleHi Juliet, Petsure would like to look into this, do you mind if we get in touch with you? Kind regards, Michelle Dear Michelle- I have lodged an appeal- maybe just look at your appeals in a fair and honest way- that would be enough.

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Questions & Answers

We have discovered my dog has spleen nodule dysplasia and the vet has given us two options. First one is monthly ultrasounds to see if nodule has grown and if it has urgent surgery is need asap or will be fatal or to have the spleen removed now. We are going to go with removal of spleen as its too risky. The surgery and two days in hospital will cost approx. $5k. Will she be covered under illness policy and do we have to pay vet bill up front
No answers

I’ve stopped to pay my pets insurance payment because of financial difficulties from 5 months ago. Can I start the same plan from now?
No answers

Hi, 2 questions. 1) What is the deal with a dog after 9 years? i have a puppy and have insured from the start but someone mentioned she won't be covered after 9yrs old? 2) what does "Routine" care mean and what can be claimed? Just the consultation fees for the vet? My vet "upsold me" their "special" care which means i get free consultaitons and vaccinations. but if this is already covered by my pet insurance (not the vaccinations), why would I bother with there "special" membership. thanks Renee
1 answer
Hi Renee, Thanks for your questions. To answer your first question, HCF members who sign up new pets over the age of 9 are not eligible for the illness cover. However, pets who have been insured for illness before they turn 9 years will continue to have the accidental injury and illness cover, provided there has been no break in the policy. To answer your second question, if you have “Routine care” added to your policy, it covers set benefits as stated below: • $50 Annual Benefit Limit for any ONE of the Following: Desexing, Heartworm Control, Dew Claw Removal, Prescription Diets, Microchipping, Teeth Cleaning, Cremation/Burial, Council Registration Fees, Alternative Therapy • Plus Annual Benefits for the Following:  $30 for Vaccinations or Health Checks  $10 for Heartworm Tests or Blood Screen  $10 for feLV/Fiv Tests or Urinalysis  $45 for Flea/Tick/Worm Control I hope this information helps. If you have any other questions, please also feel free to call us on 1800 630 681. Many thanks Steph

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