Pet insurance FAQs
HCF pet insurance can help to cover up to 80% of eligible vet expenses.
It’s important that you read the Combined Product Disclosure Statement and Financial Services Guide before you decide to buy or continue to hold this cover. You can also get a copy by calling 1800 631 681.
No, you don’t need to submit veterinary records. We'll 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.
Only cover cats and dogs can be covered. Exclusions include security dogs, racing greyhounds or any dog which isn't lawfully allowed to be kept.
You can apply for Standard or Comprehensive Cover if your dog or cat is between 8 weeks and 9 years old. There's no upper age limit for Basic Cover. Once your pet is covered with HCF pet insurance you can cover them for life by renewing your cover annually and paying premiums when they're due.
Each eligible pet has its own policy with its own individual choice of cover and excess option.
You can pay by credit card or direct debit, either fortnightly, monthly or annually.
No, there are no restrictions. You can use any vet who’s licensed to legally practice as a vet in Australia.
Yes, subject to the terms and conditions of the policy, and only for expenses related to symptoms or clinical signs of the hereditary and congenital defects that first arise after you take out a policy, excluding pre-existing conditions. For more information refer to the Product Disclosure Statement.
Yes, there are some exclusions and limits to cover, which we apply to help ensure that the premiums are great value. Examples of exclusions are: pregnancy, elective procedures, pet foods, grooming and pre-existing conditions that showed symptoms or clinical signs before you take out a policy.
Please read the Combined Product Disclosure Statement and Financial Services Guide for a comprehensive list and full explanation of policy exclusions and limits.
Yes, so long as you haven't made a claim. If you have claimed, you change it when you renew your policy (until your pet's 9th birthday).
We'll automatically renew your policy each year after sending you a renewal notice. Your renewal notice will specify any changes to your cover or the price.
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 email@example.com or in writing at: HCF Pet Insurance, Locked Bag 9021, Castle Hill, NSW 1765.
Cancellation during the cooling off period
If you cancel your policy during the 21 day cooling-off period, and haven’t claimed, we’ll refund any premiums you paid since you started or renewed your policy, less any amount we’re unable to refund.
Cancellation where you haven’t made a claim
If you cancel after the cooling off period having paid the annual premium in full, and haven’t claimed, we’ll refund your premium less:
- the amount covering the period you were insured for
- a cancellation fee of $30 (unless you’re cancelling because your pet has passed away)
- any government or statutory charges we’re unable to recover.
If you’ve been paying your premium by instalments, there’s no premium refund (including for any remaining days of a current instalment period). No further premium instalments will be deducted.
Cancellation if you’ve made a claim
If you cancel your policy after having made a claim, no premium refunds are payable and the remaining premium for that policy period must be paid if it hasn’t already (unless your pet has passed away, see above).
How soon can I use my pet’s policy?
You can use the policy as soon as your application has been accepted. The policy will start at 23h59 on the date of acceptance.
There's a 30 day waiting period for illness claims when you have Standard or Comprehensive Cover. There's also a 6 month waiting period that applies for cruciate ligament injuries and conditions on every cover level.
By completing a Cruciate Ligament Exam Form you may apply to have this 6 month waiting period waived.
Complete and submit an HCF pet insurance Claim Form within 90 days of your pet's treatment. The vet must complete a small section of the claim form and sign it, so take along a printed claim form.
It’s important to note if you’re lodging your first claim you’ll need to attach a complete veterinary history for your pet. Once you’ve provided this information, there’s no need for you to submit it again.
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.
Aside from your first claim, in many cases your claim can be processed directly without veterinary records being required. However, in some cases veterinary records may be requested to assist in understanding aspects of your claim to ensure it’s processed correctly and fairly. Sometimes this can result in a delay in payment of claims.
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.