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.

I made my first claim last Tuesday through the pet portal - the money was in my account by Friday - no questions asked. 100% happy!

After sending in ALL the required paper work inc adoption papers trying to make my claim I didn't hear anything from them for over a month so when I phoned to see what was going on they told me the adoption papers must have been lost and with out them they won't pay out any claims. I now can't get in touch with previous owners and can't get a copy of the adoption paper they lost. I'm now being told there's nothing they can do and to cancel my insurance with them I have to pay over $1000 in fees! An absolute waste of time and money!!!!! Not to mention the worst customer service I've ever experienced!

I have had Pet Insurance with HCF for 3 years. I have had 2 claims in that time. The first claim was reasonably small and was paid quickly with no fuss. Second claim was nearly $3000. I supplied all the paperwork from vet (diagnosis and treatments and the vet bill) but still expected to receive some follow up questions from HCF. Instead, within a week I received full payment for my claim. No fuss. No added justification required from me or the vet.

I went to cancel my policy and read their terms & conditions online explaining about refunds given depending on the date. The lady I spoke to advised she "will have to look int othe website later" and that there will be no refund. It wasnt a huge amount but thats not the point. You guys were able to claim my last direct debit for free when it WASNT your money to keep. The perfect reason for me to end my policy with you guys.

BEWARE OF THIS MISLEADING COMPANY
Claim rejected by HCF due to pre existing condition (which was never fully diagnosed) on the other leg from years before. They say they refused claim because it's BILATERAL!
BEWARE Underwriting done by HCF when making a claim instead of at the time of taking out the policy. ASIC has reviewed this process and condemned it. It's unfair, unjust and misleading.
Stay away from HCF
We are moving our personal health insurance away from HCF as well ASAP

I have had HCF Pet Insurance for my 4 dogs for over 12months now and made one large claim. Yes the process was hard has had to get vet reports etc (but all insurance companies request these and you only need to do it for the first claim). Once all the information was finally given the money came through after around a week. Which I was happy with.

Just got off the phone after waiting 29 minutes to try to cancel the useless pet insurance I have bought. Arrogant call centre lady informs me that she is going home and that the number I had phoned was the wrong one, despite being on their website. This is after going through a massively cumbersome process to get a claim paid. Not worth the hassle, now how to cancel the policy without spending hours on the phone?...!

We have health insurance With HCF lodged paperwork to make a claim on our 9 moth old puppy request for information we had already supplied then claim suspended. We feel they don't want to pay out and make it as difficult as possible and no call centre option only email and original forms only. Due for renewal now looking at other options.

I have been unimpressed with HCF Pet Insurance to date. I got the pet insurance for my dog as I am with HCF for health insurance. There is no online submission it all feels very dickensian in approach. No straight through processing and not all customer friendly. There are better insurers out there.

I purchased a new puppy in September 2011 and decided to insure him through HCF Pet Insurance because I have been HCF Health Insurance member for many years. I took out a full policy including wellness benefit.
Lodging claims with HCF Pet Insurance appears to be cumbersome, no online facilities etc. In each of the two years I have lodged claims for wellness benefits they have been rejected but when I call or email them to ask the reason why they tell me it was an internal error and the claim was paid!
Claims also take a lengthy period of time to be paid.

Time consuming, hard to deal with

Been with HCF for 2 years and my cat Chaplin had issues with his right eye and we had to consult specialist. All claims I made was paid without delay. Fees are reasonable too. As a pet owner I am satisfied with their service. I can recommend HCF for anyone.
efficient service

i do not know what to do now i have read these reviews. i am comparing HCF pet insurance with my private health. is that the wrong way to go? HCF is $100 cheaper that pet protect for example, and HCF provides additions the others do not. a big inclusion with HCF is the fact you can name another person other than the insurer who may look after the pet in your place, for example when you are away on holidays. thank you VB melbourne

I put in a claim filled out by my vet for a cruciate ligament operation. So far I have received 8 identical letters telling me that the policy "does not provide cover for the diagnosis being claimed." This is despite the site actually having a cruciate ligament Exam form. so this HCF insurance is rubbish
also other than that one identical sentence in all 8 letters there is no explanation....is the policy to recently taken, does the policy exclude certain breeds,....no explanation. !!!!!! I see the other customers think the same as me. Taking money for premiums under false pretenses.

Inundated with paperwork from the get go, read the product disclosure, they dont cover vaccinations, and your poor vet needs to document a huge history to satisfy their claims being processed...All this for a measly $40 refund! HCF have put a hold on my account and will not pay my bill until they have all this info, what a joke!
nothing
everythign

I recently insured my dog with HCF as I have my family insured with them for medical insurance. The dog got a paralysis tick and they claimed it was not covered even though the policy includes this category. They are now arguing that My vet did not give enough details. They are extremely difficult to work with and I highly recommend avoiding HCF as an insurer. I expected better!

Every excuse not to pay a claim even if covered by policy