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HCF Pet Insurance (page 3 of 3)
Pet Essential, Pet PremiumKookoohBrainDead-PetHealth Insurance
It is good that those HCF members who are not treated very well as customers (Pet Health Insurance cover) have left HCF and changed their Health Insurance. They can easily say "sorry" or make alibis. It is all about their Poor Management. Their optimum interest is only in receiving member's money for their own error. That's all it is.
Bad report about HCF Pet Insurance. Not acceptable.
Costumer's service regarding their exisitng HCF Pet Health insurance claims
3 comments
HCF T.HCF
Hi KookoohBraindead and JojoSmith,
We wanted to let you know we have taken your comments on board, and since the original post back in April, we have invested significant time with our pet insurance p... Read more
Seems to me that the people who are complaining have not read the Product Disclosure statement nor do they understand how insurance actually works. HCF may be the front facing the public but they are ... Read more
not the underwriters of the actual policy. Underwriters are the ones who make the decisions about who is covered and who is not. To me Pet Insurance is the same as Life insurance or car insurance or home insurance in that each claim is assessed on its merits. If I leave my home unlocked and someone steals from me then I won't expect a pay out from my insurance company. The same way if I have health insurance and I don't tell the insurance company I have had cancer previously I won't expect them to cover me for treatment if it reoccurs. Insurance is all about risk, if your pet doesn't meet the criteria for a claim then the risk is assessed as too high. People seem to think that because they pay a premium they are automatically entitled to a refund in the event of a claim. One of my dogs has had surgery on one of her joints, I am fairly certain if she had to have surgery on a different joint she wouldn't be covered. It isn't rocket science people! Typical that people will go on line and whine about a decision they don't like without having done their own due diligence before signing up for the product.
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Daniel MarieSydney, NSW
- 2 reviews
HCF Petsure have a general policy of deny the claim, deny your letters, deny, deny - hopeless
Our pet “XXXX” has been covered by HCF Pet Insurance since 18 Sep 2012 (Policy No. PXXXXXX).
1. Lilly underwent treatment by our regular Vet on the X and XX Nov 2012 and we subsequently submitted a claim form to HSC Pet Insurance on the XX Nov 2012 (Claim No. HCCXXXXXX).
2. In early Jan 2013 we rang HCF Pet Insurance to ask where the claim was up to, the HCF representative said that there was a file note saying the paperwork had not been received. We explained we had sent the paperwork. Upon further investigation, the HCF representative “foun...Read more
7 comments
HCF T.HCF
Hi,
we’re sorry that you’ve had this experience with HCF pet insurance.
... Read more
Around the time you submitted your claim, we had some batch system printing issues. This meant there was a delay in sending some of our communications to you, and for that we sincerely apologise. We do keep records of all documentation received (email or otherwise), and apologise if you were told otherwise. We can confirm we have received all required paperwork for a thorough review of your claim, and will communicate with you shortly on the outcome. In the meantime, please feel free to email [email protected] if you’d like to communicate with us directly in relation to your claim. Thanks, Dani
Hello, I think the underwriters are Petsure or Hollard and they are underwriters for a number of companies. Everyone availing of services administered by Petsure are dissatisfied and there is no resp... Read more
onse to correspondance, no claim settlement, nothing really to justify premium paid. Very very frustrating for a customer having to deal with them and the standard excuse of system problems. 50 minute wait on the phone has absolutely nothing to do with the system? Just bad customer service with no thought of what the customer goes through dealing with them after buying a policy and paying premium. Insurance is all about claim settlement and good service, you will have none of that dealing with PetsureWell, here is the next chapter - HCF Petsure decided that a sarcoma in the fatty tissue under the skin is not covered because the skin is excluded. On that basis anything within the skin (eg, heart, l... Read more
ung, brain, etc) is excluded as it is within the skin!! Three generations of our family has been with HCF, so last week we cancelled our HCF medical insurance and our HCF Life Insurance and have moved the whole family to Bupa. HCF (medical insurance) has paid a high price for having such a shonky mob as Petsure put HCF to their name.Similar opinion? Write a review on ieatwords.com.au!
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4.1(391)10% claim return and months to respond and call waiting
Sent in several claims for some issues with my dog, got the claim rejected due to no vet signature on their claim forms, there is no section for the vet to sign. Got that sorted eventually and resubmitted my claim, now that its almost march (first claim was in October) I get my claims back and they will be reimbursing us $30 out of close to $300. Paperwork says refer to some code in paperwork they never sent us. My wife is currently on hold and has been for 12 minutes and counting. I plan on taking this further
poor communication, terrible red tape, convoluted paperwork, very long call waiting, 10% return on claims.
1 comment
HCF T.HCF
Hi Aaron,
Thank you for bringing your concerns to our attention and we apologise for the longer wait time than usual, this has now been addressed. ... Read more
We have recognised that the policy holder and vets signature and declarations are on page 2 of the claim form, we will be updating the claim form to a single page to prevent this happening in the future . We will get one of our veterinary assessors to review your claims and will be contacting you to discuss. We have also arranged for a copy of your Certificate of Insurance and policy document to be resent to you for reference. We apologise again for the service you experienced and assure you this will be resolved to your satisfaction. Cheers, DaniSimilar opinion? Write a review on ieatwords.com.au!
Find out how HCF Pet Insurance compares to other Pet Insurance
Know better, choose better.
wen49AU
- 4 reviews
- 2 likes
as limp as my dogs leg part2 - HCF Policy # 0711/187473/01.
Policy Number: 0711/187473/01
Claim Number: HC2162012074
Since my previous complaint, my claim has been reviewed and once again denied, for similar reasons as previously stated. This review took several weeks which is not surprising, due to the amount of complaints they must handle. Of course we are disappointed and are concerned that others whose pets show any signs of any medical condition in the first six months of their insurance will fail to follow up due to the same problems we have had or seek medical advice from a non-primary vet. So ...Read more
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Robyn46Brisbane
The worst customer service
My vet bill came to $500. they took 10 weeks to pay and the wait time on the phone was over an hour. when they finally paid i received $162.00. you cannot email anyone or talk to any supervisors. noone returns your call.
i joined with them because i have my health insurance with them. i am waiting until my policy expires and i will not be re-joining with them. if i cancel now i have to pay back the $162.00. this company would have to be the worst pet insurance company i have ever dealt with.
It looks cheap until you claim
13 comments
HCF T.HCF
Hi Robyn46
We’re really sorry to hear about your experience with HCF pet insurance. We’ve recently experienced some system issues, which have led to delays in processing and call wait times. HCF p... Read more
et insurance is committed to our customers, and would appreciate the opportunity to assist you with any ongoing claims issues you have. If we can help in any way, please email your details and other relevant information to [email protected].Thank you Emma. The social email does nothing. All that happens is they forward your email onto HCF and then you dont hear from anyone. All I hear is how sorry you are but problems are not solved.
HCF T.HCF
Hi Robyn46,
We were advised that your issues have been solved which does not seem to be the case. I am happy to organise someone to get in touch with you to discuss this further. Cheers, Dani
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CurrawongBRISBANE
- 6 reviews
- 10 likes
Pathetic - don't bother,it's not worth the hassle
We signed up because we have HCF Health Insurance, which is reasonably good from our experience (as far as insurance companies go anyhow). We've put in 3 claims in 6 months - sounds like a lot but that's how long we've been waiting on claims to be paid out. All of them have been delayed by a "you need to provide a vet history report and only need to do this once".
What we didn't realise is that this is a rather difficult, nearly impossible task. We submitted reports faxed to us from both vets that have treated our Golden retriever via ...Read more
email. This is how the person we spoke to recommended we send in the reports after we received their letter asking for vet reports. The email did not bounce and we never received an acknowledgement email to say they'd received it. So we just assumed they did. Now, 2 weeks later, we receive 3 identical letters, as if each of our claims were for 3 different people, telling us to provide a vet history report. This is after a month of delay from the first letter asking for a vet history report. So it's like the email we sent vanished into thin air. Now, during my time when I should be working, I need to wait for over 1 hour on hold. Why? Because only those willing to endure pain are worthy of help. At least that is how it seems. Because no, there's no after hours call centre - would blow their profits to do that wouldn't it? And still waiting and I'm sick of hearing, for the 60th time "ensure you provide your banking details, cheques have a habit of being lost" and "we're sorry to keep you waiting, we understand how valuable your time is". No you don't know or care, it's just a bunch of patronising words from your call manager system. How cynical too - mention banking details to give the impression of wanting to pay you your claim faster. But in reality it's a game of delay and obfuscation. Insurance companies are the only ones I find have a knack for losing correspondence they're sent. I think it is called their circular filing cabinet. Hopefully you'll go away if you are made to wait a long time for a claim and on the phone. I'm sure they keep call centre numbers lean for 2 reasons - to keep down costs and because it suits them to make people wait. And by pretending they don't have or didn't receive your vet's history report, or want information about that history that you have to explain to your vet they want, things your vet wouldn't even know or record and consequently cannot provide you - anything obscure that they can nab and delay you on for not having provided, it ensures the call centre wait is even higher. They've even got a menu option for people needing to discuss vet report issues - be prepared for the longest wait. I've been waiting as I type this for 1 hour - I've heard their recorded message about 60 times now - and it's hard to remove the tonal diarrhoea of the background music that plays in your head long after you hang up in disgust - and for what, a claim of a few hundred bucks if you're lucky. I guess they're targeting a market with clients that have more time than money?9 comments
HCF T.HCF
Dear Currawong,
We’re sorry to hear about the issues that you’ve experienced with your HCF pet insurance. It is never our intention to avoid paying claims, however we have recently been experiencing ... Read more
higher than usual call volumes. As of today, we have drastically increased our number of call centre staff operators, and are busily working to clear any backlog.To: Currawong poster - thank you for stating your experience. I felt supported when I read they had lost your paperwork. Because I am going through that right now. Mind you, I sent it the signed pape... Read more
rwork by the vet, then called a few days later to follow up. was told there the admin dept was behind (yes, behind!) they had a backlog and I should wait a while but they will honour the paperwork. They could not even verify receiving it (much less processing it) because they were behind. I waited a few weeks, called again and was told to have the paperwork redone at my expense and resent to them. Furious would be one word to describe my sentiment. I like your plan of putting money aside instead of paying it to a company.HCF T.HCF
Dear happyhomepet,
We sincerely apologise for the inconvenience you have experienced, and we would like to help. Please email [email protected] and we’ll make sure any outstanding issues are quickly resolved for you. -- Dani
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PekoAU
- 2 reviews
Hopeless
We bought this insurance basically because we have other Health Insurance with HCF,
Pet Insurance is basically a rip off. HCF are just looking for reasons to collect your money and not pay out. They can't explain their own policies (or don't want to). They just give you a runaround, and hope you will give up and go away. Put your monthly payment into your own separate account - you will have more money to pay the vet if something goes wrong, than you would if you gave it to HCF.
2 comments
HCF T.HCF
Hi Peko, we’re sorry to hear that you’re not satisfied with your HCF Pet Insurance.
HCF is pleased to be able to offer our members a discounted pet insurance, which we have negotiated with the under... Read more
writer of the product. We believe our pet insurance is competitively priced.Take the money first, no questions asked and then ask questions after a claim is made, in order to find a reason the reject it is the game.
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Sienna44AU
- 3 reviews
Don't bother with HCF pet insurance
Difficult to get through to anyone by phone. Service from call centre not at all helpful and provided conflicting advice. Can take 48 hours to respond to queries by phone and over a month to respond to a claim. However, signing up for insurance so that your premiums can be deducted every fortnight was easy and very streamlined. Terrible value for money given the lack of service and long response times.
Disappointing service - Not good value for money
2 comments
HCF T.HCF
Hi Sienna44, we’re sorry to hear that you’re unhappy with the service provided by HCF Pet Insurance – we value any feedback of this kind.
HCF is currently looking into improved training for our s... Read more
taff, and providing faster response times for enquiries and claims. Recently, interest and take up of HCF Pet Insurance increased significantly, leading to some ‘growing pains’.Do you realise Sienna44 is being sarcastic about the payment process? ie you offer a bad service, you take ages to repay the minimum you can yet you are very efficient at getting people registered and taking their fornightly payments?
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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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JojoSmith
WOW after reading all these bad reviews im not going to bother with pet insurance and might check out changing to another health fund at the same time.