What’s HCF Pet Insurance?
HCF Pet Insurance can help to cover up to 80% of eligible vet expenses.

It’s important that you read the Combined Financial Services Guide and Product Disclosure Statement before you decide to buy or continue to hold this cover.

You can also get a copy by calling 1800 631 681.

Why is pet insurance important?
You may be able to budget for the ongoing day-to-day costs of keeping your pet healthy (such as vaccinations, flea and worm treatments and regular check-ups). However, an unexpected health emergency can quickly end up with vet bills that can be difficult to pay. HCF Pet Insurance might be able to help you with covering for treatment if your pet suddenly has an injury or illness.

What does HCF Pet Insurance cover?
HCF Pet Insurance offers combined specified accidental injury and illness policies with its Pet Premium and Pet Premium Plus Routine Care plans, which provide cover towards the costs associated with treating a range of illnesses, such as cancer treatments and other temporary and chronic conditions.

Please note that where applicable:

  • no waiting period applies for specified accidental injuries
  • a 30 day waiting period applies to illness conditions
  • a 6 month waiting period applies to cruciate ligament conditions
  • if selected, a 2 year waiting period applies to dental illness
  • pre-existing conditions that appear prior to policy commencement or within the applicable waiting periods may not be covered.

How much will I get back from a pet insurance claim?
HCF Pet Insurance pays back up to 80% of eligible vet bills, not including any excess you might have and any policy limits.

Our Policies are based on what’s called a ‘benefit percentage’ reimbursement. For example, an 80% benefit percentage means that if your eligible vet bill comes to $1,000, your pet insurance will give you back $800 and you’ll pay the other $200 (subject to any exclusions, excess or applicable limit).

What is routine care (non-insurance benefit)?
HCF encourages responsible pet ownership by providing routine care – a non-insurance benefit which provides a contribution towards certain preventative healthcare treatments for your pet. Routine care allows for contribution towards some treatments like:

  • De-sexing
  • Microchipping
  • Heartworm control
  • Teeth cleaning
  • Council registration fees
  • Alternative therapies
  • Prescription diets
  • Dewclaw removal
  • Cremation/burial
  • Vaccinations/health checks
  • Heartworm test/blood screens
  • FeLV/Fiv test or Urinalysis
  • Flea/tick/worm control

The routine care limits for each item will be listed on your certificate of insurance.

Does HCF Pet Insurance cover dental illness?
You can add optional dental illness benefit to our Pet Premium or Pet Premium Plus Routine Care. The Dental illness benefit provides cover up to the $2,000 dental illness limit per policy period for specified conditions like gingivitis. Please note that a 2-year waiting period applies to dental illness benefit. You should read your Product Disclosure Statement to understand what is covered under this optional benefit.

Please note: The dental illness limit is in addition to the benefit limit.

What is a pre-existing condition?
A pre-existing condition is a condition that existed or occurred prior to the commencement date of your first policy period or within any applicable waiting period.

It’s a condition that you were aware of, or a reasonable person in your circumstances would have been aware of. This is irrespective of whether the underlying or causative condition was diagnosed at the time.

Whether it’s a pre-existing condition will depend on the condition’s nature and experience. Outside of any applicable waiting period, if your pet has a temporary condition that has not existed, occurred or shown noticeable signs, symptoms or an abnormality in the 18 month period immediately prior to your claim treatment date, it will no longer be excluded from your cover as a pre-existing condition. Chronic conditions and several other specified conditions can’t fall within this category.

See your Product Disclosure Statement for more information and examples of pre-existing conditions. You can apply to have any pre-existing condition reviewed by using the form here.

Can I visit any vet?
Yes, you can visit any vet (other than yourself if you are a vet) that is registered to legally practice as a veterinarian in Australia.

Please note: On rare occasions, if the expenses of your pet’s treatment are significantly higher than what is reasonable and expected for that type of treatment for a pet in similar circumstances, then claim payments may be adjusted to reflect the reasonable and expected expenses.

If your pet requires treatment, you can seek a claim pre-approval from us and we’ll provide you with the details of your claim reimbursement. To request a pre-approval, simply call us on 1800 630 681.

Can I cancel my pet’s policy?
You may cancel your policy at any time. We understand circumstances can change and would like to see if we can help keep your cover active. Please call our customer service team on 1800 630 681 or send us an email at so we can discuss your options.

If you do decide to cancel, we will issue a pro-rata refund for the uninsured period where premiums are paid annually, less any applicable government or statutory charges. If you pay by instalments, we will not deduct any further premiums after the date of cancellation.

What exclusions apply?
As with most insurance products, there are certain situations where you will not be covered. There are some general exclusions such as pre-existing conditions, dental procedures (unless you have selected the optional benefit), fractured teeth, routine or preventative treatments (unless you have Pet Premium plus Routine Care (non-insurance benefit) which provides a contribution up to the routine care limits), elective treatments and procedures and breeding and obstetrics. There may also be specific exclusions that may apply to specific levels of cover. Read the Product Disclosure Statement to understand the specific exclusions in each level of cover.

How do I apply for a pre-existing condition review?
If your pet has had a temporary condition that was subject to the pre-existing condition exclusion, you can apply to have it reviewed.

Your vet will need to certify and provide veterinary records verifying that the condition remains a temporary condition and has not existed, occurred or shown noticeable signs, symptoms or an abnormality for a period of 18 months.

This can also be automatically reviewed when you submit your first claim.

The pre-existing condition exclusion(s) won’t be deemed to have been lifted unless agreed to by us in writing. You can download a copy of the Pre-existing Condition Review Form.

If your pet has a chronic condition that existed or occurred before the commencement date of your first policy period or during any applicable waiting period, that condition will always be excluded from your policy.

Can I seek pre-approval of my pet’s upcoming treatment?
Yes. If your pet requires treatment and you wish to seek pre-approval of those costs, you can provide us with the itemised estimate of costs from your vet, along with the treatment required and relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome.

Are full medical records needed to apply?
No, you don’t need to submit veterinary records when you apply. We may ask you a few simple questions about any illnesses and injuries your pet may have had before you apply. This information is important and forms part of your legal duty of disclosure when you apply for cover. 

Can all types of pets be insured?
Only cats and dogs can be covered. 

How old does my pet need to be to get HCF Pet Insurance?
You can apply for Pet Premium and Pet Premium plus Routine Care Cover if your dog or cat is older than 8 weeks and younger than 9 years old. Once your pet is covered with HCF Pet Insurance you can cover them for life as long as we continue to provide this product and you continue to hold the policy without a break, lapse or change in the level of coverage with cover subject to the applicable terms and conditions of the renewing policy. See details in your PDS.

What if I have more than one pet?
Each eligible pet has its own policy with its own individual choice of cover and excess option.

How can I pay my premiums?
You can pay by credit card or direct debit, either fortnightly, monthly or annually.

Are there any restrictions on the vet that I use for my pet?
No, there are no restrictions. You can use any vet other than yourself who’s registered to legally practice as a vet in Australia.

Are hereditary and congenital defects covered?
Yes, provided they have not shown any noticeable signs, symptoms or an abnormality at any time before the commencement date of the first policy period or during any applicable waiting period. This excludes any pre-existing conditions. For more information, refer to the Product Disclosure Statement.

Can I change the level of cover for my pet after they're insured?
Yes, so long as you haven't made a claim. If you have claimed, you can change it when you renew your policy. Please note that you may not be able to change your level of cover if your pet is over the age of 9 years. 

How do I renew my HCF Pet Insurance policy?
We'll automatically renew your policy each year after sending you a renewal notice (unless you tell us otherwise). Your renewal notice will specify any changes to your cover and the premium.

Can I cancel my pet’s policy at any time?
Yes, you may cancel your policy by notifying the administrator of HCF Pet Insurance, PetSure (Australia) Pty Ltd (“PetSure”). You can do this by calling 1800 630 681, by email or in writing at: HCF Pet Insurance, Locked Bag 9021, Castle Hill, NSW 1765.

Cancellation by you
If you choose to cancel your policy and have been paying your premiums annually, we will retain a portion of premium that relates to the period for which you have been insured. We will refund the residual premium for the unexpired period no later than 15 business days less any applicable government or statutory charges.

If you choose to cancel your policy and have been paying your premiums by instalments, there is no premium refund (including for any remaining days of a current instalment period). No further premium instalments will be deducted.

If you cancel your policy because your Pet has passed away, your policy will be cancelled and we will retain and/or refund any premium in the same way as set out above.

Cancellation by us
We may cancel your policy where the law allows us to do so. We will give you notice in writing prior to exercising any right to cancel your policy. If we cancel your policy, we will retain a portion of premium that relates to the period for which you have been insured. We will refund the residual for the unexpired period no later than 15 business days, less any non-refundable government or statutory charges.

How soon can I use my pet’s policy?
You can use the policy as soon as your application is accepted. The commencement time will be 11.59pm on the date you selected cover to start for your pet, as shown on your Certificate of Insurance.

The following waiting periods apply:

  • 0 days for specified accidental injuries.
  • 30 days for illness conditions.
  • Six months for cruciate ligament conditions (this can be waived on application – complete the Cruciate Ligament Exam Form).
  • Two years for specified dental treatment if the dental illness cover is selected.

How do I make a claim?
Complete and submit an HCF Pet Insurance Claim Form. The vet must complete a small section of the claim form and sign it, so take along a printed claim form.

Once we receive the documentation we need, your claim will be processed as soon as possible and any approved payment will be made to the policyholder by cheque or into a nominated account.

In some instances we, we may ask you for additional veterinary records to assist with processing your claim. 

Want to know if you're covered prior to treatment?
You can find a summary of your cover in the pet portal or refer to your PDS and Certificate of Insurance for all the information on your cover.

Pre-approvals aren't mandatory but can provide you with additional reassurance. To find out if an upcoming or specific treatment for your pet will be covered, please email us at with the following:

  • policy number or policyholder and pet name
  • name of the condition being treated and the proposed procedure
  • name of your regular vet and the vet where the procedure will take place
  • an itemised estimate of costs relating to the procedure (optional - if you have it).

Once we receive this information, you can expect to hear back from us within 2 business days.

Note: A pre-approval won't be deemed to be valid unless we have agreed to it in writing. The reimbursed amount may vary from the pre-approval if the treatment provided by your vet differs from the treatment request in the pre-approval.

Does HCF Pet Insurance provide cover for Third Party Liability?
No. HCF Pet Insurance doesn’t include cover for Third Party Liability. Domestic contents insurance may. We suggest you contact your contents insurer (if you have one) for details of the cover.


We hope that you never have reason to complain, but if you do we will do our best to work with you to resolve it. Our complaints resolution process has three steps. Please let us know if you require additional assistance to lodge a complaint.

If you have a complaint, we’ll take steps to resolve it as soon as possible. We’ll acknowledge your complaint within one business day of receiving it. 

Please contact us using on the of following means:
Phone: 1800 630 681 (Weekdays between 8am and 8pm AEST – except public holidays)
Writing: Customer Service Complaints, HCF Pet Insurance, Locked Bag 9021 Castle Hill NSW 1765

Please supply your policy number if you have one, to enable the enquiry to be dealt with promptly and by someone with appropriate authority.

If we haven’t resolved your matter to your satisfaction, at your request we’ll escalate your complaint for review by our Internal Disputes Resolution team. Please use the same contact information in step 1 to make this request. All escalated matters are acknowledged within one business day of receipt. The Internal Dispute Resolution team will review your complaint and any supporting evidence. After full consideration of the matter, a written final response will be provided to you, outlining the decision reached and the reasons for the decision.

If your complaint is still not resolved to your satisfaction, or a final response has not been provided to you within 30 days, you can refer the matter to the Australian Financial Complaints Authority (AFCA), providing your matter is within the scope of the AFCA Rules. AFCA is an independent dispute resolution service provided free of charge.

You may contact AFCA at:

Australian Financial Complaints Authority (AFCA)
Mail: GPO Box 3, Melbourne VIC 3001
Phone: 1800 931 678


How do you calculate my premium?

  • New policies: Your premium is calculated using a combination of factors about you and your pet. These factors can affect the premium amount up or down depending upon whether we believe it increases or decreases the risk to us, such as the cover you have chosen, the excess selected, the benefit percentage applicable to the cover you have chosen, where you and your pet permanently live, your age and the species, breed, gender of your pet, the current age of your pet, the age you first insured your pet, and other factors related to our cost of doing business.
  • Renewing policies: Factors that are taken into consideration for renewal premium calculation include your pet’s age, breed, location, duration for which your pet has been insured, claims history, as well as data relating to the health of pets that are a similar age and breed. Each year we review premiums based on these factors to ensure we can accommodate the costs of possible treatment up to your annual benefit limit, in the event that your pet becomes injured or ill.

Will my premium increase every year?

Yes, your premium will increase each year. This is for two main reasons:

  • Reason #1: Just like humans, the older our pets get, the more likely they are to have health hiccups. Cats and dogs age faster than we do, which means that their likely veterinary treatment costs go up rapidly each year too. As a result, the cost of insuring your pet will also increase as they get older.
  • Reason #2: Advancements in Veterinary Treatments.

The overall cost of medical treatment for pets has increased in recent years due to the increased availability of medical treatments and technology-enabled services and ongoing demand for these services. The treatment options and advancements in technology are providing us with great opportunities to give our pets a great quality of life for longer.

While this is great news for the care of our pets, these treatments come at a significant cost. Year on year treatment costs increase, and this is factored into the cost of pet insurance.

Please see ‘How do you calculate my premium’ for more information about calculation of premiums.

Will my premium increase even if I don’t submit claims?

Every year, we review the cost of everyone’s insurance with regards to a combination of factors as well as claims inflation across all our insured pets. Increases in our claims costs due to increases in the range of available veterinary procedures, or due to an increased take-up of those services, impacts everyone’s premiums.

Your premium takes into account the average cost of care for pets like yours. To provide an example of this, a pet parent with a 3-year-old French Bulldog will be affected by the trends we see in our data from hundreds of 3-year-old French Bulldogs that we insure, as well as the specific claims history of their own pet.

Is my premium calculated the same way as my Private Health Insurance?

No. Pet insurance does not work like health insurance. Health insurance is ‘community rated’, which means that everyone pays the same premium for their health insurance regardless of their individual health status, age or claims history. This is not the case for pet insurance.

Health insurance providers are able to community rate health insurance because there are many other factors at play in the human health care system, such as Medicare and government rebates and subsidies, which is not the case with veterinary care and pet insurance.

Pet insurance claim reimbursements are paid for purely by the premiums received by those who insure their pets. In order for each person to pay a fair price for their pet insurance, premiums vary depending on your and your pet’s risk factors.

I am experiencing financial difficulties, how can I contact you?

We want to support our members who are struggling financially. We've got your back in good times and bad, so please don't hesitate to make contact and we can talk through your options. 

Here's how to get in touch with us:

important information

HCF Pet Insurance policies entered into for the first time prior to 21 March 2024 and subsequent renewals of those policies are issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473, AFSL 241436, arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183 (PetSure) and promoted and distributed by The Hospitals Contribution Fund of Australia Limited ABN 68 000 026 746, AFSL 241414 (HCF). HCF Pet Insurance policies entered into for the first time on or after 21 March 2024  and subsequent renewals of those policies are issued by PetSure and promoted and distributed by HCF. Any advice provided is general only and does not take into account your individual objectives, financial situation or needs. Please consider the Product Disclosure Statement (PDS) to ensure this product meets your needs before purchasing, or choosing to continue with the product. PDS and Target Market Determination available at

HCF Pet Insurance is not part of HCF's health insurance business. Please do not assume that pet insurance and health insurance are similar.HCF may receive a commission of up to 13% of the premium for promoting HCF Pet Insurance Policies. HCF sales agents are paid a salary or wages but do not receive a commission or other payments attributable to the sale of HCF Pet Insurance. For more information, contact HCF on 1800 630 681 or