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Pet Essential, Pet PremiumpdjonesGreater Melbourne (Metropolitan), VIC
- 25 reviews
- Pet Essential
- Verified customer
Terrible
Never deal with this company. They say they are membership focussed but really they are just agents for privately owned insurance companies. They take your money and never pay without several phone calls and resending of already sent documents. When I cancelled they kept charging my account without my permission. Luckily I saw this and after a fight, I managed to get my money back. Definitely not an honest company.
2 comments
I tried to send a message to the address given but was unable to. I have spent enough time on this in any case. It is up to you to improve your service, not me.
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KMTGreater Melbourne (Inner), VIC
- 5 reviews
- Pet Premium
- Verified customer
Groundhog Day
I have been with Manchester Unity since 2011, now taken over by HCF. My policy came with a special condition called No Claim Reward. Essentially, if you don't make any claims, they will reward you with $75.
Yet, each year, I have great difficulty in getting this reward. It requires hours on the phone each time. It seems they don't recognise or understand their own policy at all, and it is very painful to have to explain their own policy terms to them every year. Today, when I called, the first call centre person decided he will transfer me back...Read more
1 comment
HCF T.HCF
Hi KMT
We are sorry to hear about your experience.
Can you please email us your membership details to us at [email protected], so that we can look into this for you.... Read more
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Ian MacSouth East Queensland, QLD
- 2 reviews
- Pet Insurance
- Verified customer
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 b...Read more
y 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 SaSaSimilar opinion? Write a review on ieatwords.com.au!
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leonie waltonSouthwest, VIC
- 2 reviews
- Pet Insurance
- Verified customer
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
.
1 comment
HCF T.HCF
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 ... Read more
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Snuflepagus M.Sydney, NSW
- Pet Insurance
- Verified customer
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 ve...Read more
1 comment
HCF T.HCF
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 ... Read more
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- Pet Insurance
- Verified customer
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 !
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CpB.Metropolitan Adelaide, SA
- Pet Insurance
- Verified customer
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.
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DanKSouth East Queensland, QLD
- 2 reviews
- Pet Insurance
- Verified customer
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.
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- Pet Insurance
- Verified customer
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!
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HairyboyGold Coast
- Pet Insurance
- Verified customer
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 ea...Read more
sy - 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.Similar opinion? Write a review on ieatwords.com.au!
- Pet Insurance
- Verified customer
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.
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Amy BMelbourne
- Pet Insurance
- Verified customer
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 ...Read more
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!1 comment
HCF T.HCF
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 [email protected] and we can look into this for you?
Many thanks
Steph
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Fabian PSydney
- Pet Insurance
- Verified customer
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!!
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MilaChapel Hill
- Pet Insurance
- Verified customer
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!
1 comment
HCF T.HCF
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 [email protected]?
Kind regards,
Rosannah
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kylie t
- 2 reviews
- 1 like
- Pet Insurance
- Verified customer
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.
1 comment
HCF T.HCF
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 ... Read more
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- Pet Insurance
- Verified customer
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 se...Read more
rious 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. Bev1 comment
HCF T.HCF
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.
... Read more
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pdjonesGreater Melbourne (Metropolitan), VIC
- 25 reviews
- Pet Insurance
- Verified customer
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. Nev...Read more
ertheless, 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.1 comment
HCF T.HCF
Hi Pdjones,
Thank you for your great review and recommendation.
... Read more
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KanyeBelconnen 2615, ACT
- 42 reviews
- Pet Insurance
- Verified customer
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.
2 comments
HCF T.HCF
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 [email protected] so we can see what has happened?
... Read more
with a different provider thanks.
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Subject Verb ObjectGreater Melbourne (Metropolitan), VIC
- 6 reviews
- 10 likes
- Pet Insurance
- Verified customer
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 co...Read more
vered. 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.Similar opinion? Write a review on ieatwords.com.au!
- Pet Insurance
- Verified customer
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.
2 comments
HCF T.HCF
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.
... Read more
I 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
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Questions & Answers
Maggyasked
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
Tataasked
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
Reneeasked
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
HCF T.HCF
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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HCF T.HCF
Hi PdJones
Regards HCF TeamWe are sorry to hear about your experience.
We would like to investigate the matters you have raised, could you please email us your Pet Insurance policy details to [email protected].... Read more