Pet insurance

Choosing the right pet insurance for your beloved pet can feel overwhelming at times. But with HCF Pet Insurance, there are key benefits for you and your pet. With pet cover from HCF, you'll have peace of mind because you can:

• claim up to 80% back^~~ on eligible vet bills
• claim up to $12,145 each year
• get a discount of up to 10% on additional pet insurance policies^{^}
• access optional benefits with Routine Care and Dental Illness.

Sales & existing policy enquiries: 1800 630 681
Email us: petinsurance@hcf.com.au

IF YOU HAVE A COMPLAINT
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.

1. IMMEDIATE RESPONSE
Usually when you have a concern, we can resolve it immediately on the phone. If we can’t immediately resolve your concern we will treat it as a complaint and take steps to resolve your complaint as soon as possible. We will 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 8.30am and 5pm AEST – except public holidays)
Writing: HCF Pet Insurance, Customer Service Complaints, Locked Bag 9021 Castle Hill NSW 1765

Please supply your policy number, if applicable, to enable the complaint or enquiry to be dealt with promptly. Your complaint or enquiry will be dealt with by someone with appropriate authority.

2. INTERNAL DISPUTE RESOLUTION
If we haven’t resolved your complaint to your satisfaction, at your request (refer to contact details provided for ‘1. IMMEDIATE RESPONSE’), we will escalate your complaint for review by our Internal Dispute Resolution team. All escalated complaints will be acknowledged within one business days of being escalated. The Internal Dispute Resolution team will review your matter and any supporting evidence. After full consideration of the complaint a written final response will be provided that will outline the decision reached and the reasons for the decision.

3. EXTERNAL DISPUTE RESOLUTION
In the event that your complaint is not resolved to your satisfaction, or a final written response has not been provided within 30 days, you can refer your complaint to the Australian Financial Complaints Authority (AFCA), provided your complaint is within the scope of 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
Website: www.afca.org.au
Email: info@afca.org.au

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 can give you the reassurance of being able to provide 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, 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
• a 2 year waiting period applies to dental illness.
  

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?
HCF encourages responsible pet ownership by providing a routine care option which can give you a helping hand towards certain preventative healthcare treatments for your pet. Routine care allows for a 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
• FeLv/Fiv test
• 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 cover to our Pet Premium or Pet Premium Plus Routine Care. Dental illness cover provides cover for up to $2,000 per policy period for specified conditions like gingivitis. Please note that a 2-year waiting period applies to dental illness. You should read your Product Disclosure Statement to understand what is covered under this optional benefit.

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 or your vet 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. 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 petinsurance@hcf.com.au 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, fractured teeth, routine or preventative treatments (unless you have Pet Premium plus Routine Care which provides a contribution up to the routine care limits), select 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 canprovide us with the itemised estimate of costs from your vet, along with the treatment requiredand relevant clinical records and/or veterinary history, and we will respond to you in writing with the outcome.

IMPORTANT INFORMATION

HCF Pet Insurance is issued by The Hollard Insurance Company Pty Ltd ABN 78 090 584 473; AFSL 241436, is promoted and distributed by The Hospitals Contribution Fund of Australia Limited ABN 68 000 026 746, AFSL 241414, and arranged and administered by PetSure (Australia) Pty Ltd ABN 95 075 949 923, AFSL 420183. HCF Pet Insurance is not part of HCF's health insurance business. Please do not assume that pet insurance and health insurance are similar. 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) and Target Market Determination (TMD) to ensure this product meets your needs before purchasing. HCF may receive a commission of up to 17% of the premium for promoting HCF Pet Insurance Policies stated in the PDS for each policy issued. This commission is used by HCF to cover costs associated with the marketing and distribution of this product to you and may include any referral fees to people or organisations that refer new customers to HCF. 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.

*All HCF members are eligible for a member discount of at least 10% on HCF Pet Insurance. HCF Ruby and Diamond members get a 15% discount. Existing Manchester Unity Pet Insurance policies are not eligible for discounts under HCF Thank You.

^~~Policy conditions, terms, limits, excesses and waiting periods apply.

^10% discount applies to second and subsequent policies only, based on the order that pet details are entered when you obtain a quote, or the order that policies are purchased (if purchased separately). Existing Manchester Unity Pet Insurance policies are not eligible for this discount. 10% discount is applied to reduced member rates (if applicable).

⁺We’ll pay you the Benefit Percentage up to the sub-limit shown on your Certificate of Insurance and subject to your overall annual Benefit Limit. Terms and conditions apply. For more information refer to PDS.

^#Cover is available for the life of your pet provided you renew your policy each year without any break, lapse or change in the level of your policy. This means once your pet is insured with us,as long as we continue to offer the product and provided you continuously maintain the cover, you will be able to renew your policy for your pet for life. Cover is subject to the terms and conditions of your renewing policy. See details in your PDS.

^~Some conditions are eligible for review after an 18 month period. This can be done on application or by submitting your claim. 

**You may be eligible for a higher limit and if so, this will be specified in your certificate of insurance.

^^Excluding pre-existing conditions. For more information refer to the PDS.

⁺⁺Dental Illness: Cover for dental treatment specified in the Product Disclosure Statement. You'll get up to 80% back, up to $2,000 within your overall annual claim limit (per-condition excess applies). There is a two-year waiting period for this benefit.

^##In relation to conditions covered by your policy.