HCF Pet Insurance 2025: Complete Guide & Expert Insights
Our expert's opinion on HCF
HCF Pet Insurance is a major Australian provider offering three key plans—Pet Essentials, Pet Premium, and Pet Premium + Routine Care—with annual benefit limits up to $12,145 and customer-selected reimbursement rates of 80% or 90%, plus variable deductibles ranging from $0 to $200 per condition each policy year. Compared to core competitors, HCF positions itself as a comprehensive mid-range option, leveraging digital claims, add-ons like dental illness, and inclusive services like 24/7 live vet chat and GapOnly® billing, but with routine care only available on the most expensive plan. Best suited for owners of young to middle-aged pets who seek reliable accident/illness cover, want bundled telehealth, and don’t want to risk high out-of-pocket costs for sudden vet bills—though not ideal for those seeking maximum transparency or rock-bottom prices. HCF is part of Australia's largest not-for-profit health funds with stable financial backing, but user feedback on ProductReview.com.au is mixed, averaging 2.2/5 from 67 reviews, largely due to sharp premium increases and perceived cover complexity; claims processing ranges from same-day to two months, faster with fully digital submissions.
- ✅Choice of 80% or 90% reimbursement rate
- ✅Annual limits up to $12,145 for premium plan
- ✅Customisable excesses ($0–$200 per condition/year)
- ✅Routine care and dental options (higher plans)
- ✅24/7 live vet support and GapOnly® billing
- ✅Multi-pet discounts up to 10%
- ✅Digital claims portal with option for pre-approval
- ❌Steep annual premium increases (often 30%+)
- ❌Complex sub-limits and exclusions
- ❌Routine care only on highest plan
- ❌Mixed reviews on claims processing speed
- ❌No Trustpilot rating; limited transparency
Score- ✅Choice of 80% or 90% reimbursement rate
- ✅Annual limits up to $12,145 for premium plan
- ✅Customisable excesses ($0–$200 per condition/year)
- ✅Routine care and dental options (higher plans)
- ✅24/7 live vet support and GapOnly® billing
- ✅Multi-pet discounts up to 10%
- ✅Digital claims portal with option for pre-approval
Our expert's opinion on HCF
- ✅Choice of 80% or 90% reimbursement rate
- ✅Annual limits up to $12,145 for premium plan
- ✅Customisable excesses ($0–$200 per condition/year)
- ✅Routine care and dental options (higher plans)
- ✅24/7 live vet support and GapOnly® billing
- ✅Multi-pet discounts up to 10%
- ✅Digital claims portal with option for pre-approval
- ❌Steep annual premium increases (often 30%+)
- ❌Complex sub-limits and exclusions
- ❌Routine care only on highest plan
- ❌Mixed reviews on claims processing speed
- ❌No Trustpilot rating; limited transparency
Score- ✅Choice of 80% or 90% reimbursement rate
- ✅Annual limits up to $12,145 for premium plan
- ✅Customisable excesses ($0–$200 per condition/year)
- ✅Routine care and dental options (higher plans)
- ✅24/7 live vet support and GapOnly® billing
- ✅Multi-pet discounts up to 10%
- ✅Digital claims portal with option for pre-approval
Why Trust HelloSafe?
At HelloSafe, our pet insurance experts review the terms and pricing of insurance policies available in Australia every year, providing you with reliable and unbiased analysis. Thanks to this rigorous approach, hundreds of thousands of Australians trust us each month to help guide them in making their most important financial decisions.
HCF Guarantees
HCF offers three pet insurance plans—Pet Essentials, Pet Premium, and Pet Premium + Routine Care—each structured to allow 80% or 90% reimbursement with flexible excess options per unrelated condition per year.
Reimbursement limits, optional Dental Illness cover (with a two-year wait), and routine care as an add-on or included with Premium + Routine Care strongly differentiate plan tiers.
All plans provide access to 24/7 online vet support (myPetPass™), digital claims, multi-pet discounts, and coverage for accidents, with broader illness cover in the Premium plans.
Strengths include easy online management, comprehensive sub-limits, and routine care options, but major weaknesses are restrictive illness cover under Essentials, waiting periods for certain conditions, and exclusions for pre-existing, hereditary, and alternative therapies.
N.C. for certain sub-limits, claim number caps, or age/annual premium details across some benefits.
| Name of coverage | Pet Essentials | Pet Premium | Pet Premium + Routine Care |
|---|---|---|---|
| Plan positioning | Entry-level accident and select illnesses | Comprehensive accident and illness | Premium, routine care included |
| Type of coverage | Accident, limited illness | Accident, broad illness | Accident, broad illness + routine care |
| Animals covered | Dogs and cats | Dogs and cats | Dogs and cats |
| Reimbursement rate (%) | 80% or 90%, choice at sign up | 80% or 90%, choice at sign up | 80% or 90%, choice at sign up |
| Annual reimbursement limit | Shown on Certificate (N.C.) | Shown on Certificate (N.C.) | $12,145 per year |
| Deductible (annual or per claim) | $0, $50, $100, $200 per unrelated condition/year | $0, $50, $100, $200 per unrelated condition/year | $0, $50, $100, $200 per unrelated condition/year |
| Age limits for enrollment (dogs/cats) | N.C. | N.C. | N.C. |
| Pre-enrollment health questionnaire | N.C. | N.C. | N.C. |
| Waiting period (illness) | 30 days | 30 days | 30 days |
| Waiting period (accident) | None (11:59pm same day), cruciate 6 months | None, cruciate 6 months | None, cruciate 6 months |
| Lifetime coverage once subscribed | ✅ as long as renewed | ✅ as long as renewed | ✅ as long as renewed |
| Vet consultations (regular + emergency) | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit |
| Medications | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit |
| Hospitalization | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit |
| Surgery (incl. anesthesia) | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit |
| Diagnostic tests (X-ray, MRI, etc.) | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit | ✅ for covered conditions, annual sub-limit |
| Dental care (scaling/procedures) | ❌ | Optional add-on, 2 yrs wait, sub-limit | Optional add-on, 2 yrs wait, sub-limit |
| Preventive care package | ❌ | Optional | Included, annual sub-limit |
| Alternative medicine | ❌ | ❌ | ❌ |
| Travel coverage (countries/duration) | NZ, Norfolk Is., 60 days, covered conditions only | NZ, Norfolk Is., 60 days, covered conditions only | NZ, Norfolk Is., 60 days, covered conditions only |
| Civil liability | ❌ | ❌ | ❌ |
| Euthanasia | ✅ for covered/essential conditions, sub-limit | ✅ for covered/essential conditions, sub-limit | ✅ for covered/essential conditions, sub-limit |
| Death & cremation coverage | ❌ | ❌ | ❌ |
| Theft or loss of pet + search expenses | ❌ | ❌ | ❌ |
| Boarding fees (owner hospitalised) | ✅, annual sub-limit | ✅, annual sub-limit | ✅, annual sub-limit |
Important Information Regarding Policy Limits and Claims
Routine care annual sub-limits apply only where selected/available, and higher sub-limits/benefit caps can vary annually and by certificate.
Some accident and illness claims can be processed via GapOnly® at supported clinics for direct net-billing.
Compare all plans side by side to find the best value for your pet's needs.
👉 Compare the best pet insurance for your furry friend for free!Start Your Free Comparison Now!HCF Exclusions
HCF’s exclusions are broad and typical of the pet insurance market in Australia, but a few distinctions are notable: all pre-existing, bilateral, and related conditions are systematically excluded, even if they recur or appear in a different location.
Routine and preventive care, dental treatment (except as an optional add-on with a two-year waiting period), and any alternative or behavioural therapies are never covered, regardless of plan.
Notably, expenses for failure to follow vet advice, incomplete vaccinations, or incidents related to gross negligence also result in claim rejections, a point stricter than some providers.
Geographic coverage is limited to registered vets in Australia and select overseas visits (NZ/Norfolk Island only, 60 days max); accessories, cosmetic, and elective procedures are strictly excluded.
N.C. for exclusions related to breed-specific and hereditary conditions—refer to the insurer’s full PDS for details.
| Exclusions | Details |
|---|---|
| Medical exclusions | • Pre-existing conditions (including bilateral/related injuries/illnesses) • Chronic illness diagnosed before policy or during wait • Dental care (unless Dental Illness add-on; excludes orthodontics/cosmetic/root canal etc.) • Preventive and routine care (except where covered under routine care add-on) • Alternative/behavioural therapies; hydrotherapy, acupuncture, physiotherapy, herbal etc. • Experimental or non-approved treatments • Breeding, pregnancy, fertility costs • Prescription food/supplements (beyond core illness/accident) • Non-essential hospitalisation/ambulance |
| Geographic exclusions | • Treatment outside Australia unless in NZ/Norfolk Is., max 60 days, for covered conditions only • Policy void if pet ordinarily resides overseas |
| Procedural exclusions | • Accessories, cages, bedding, grooming, pill-poppers • Cosmetic or elective procedures • Non-necessary, not vet-recommended services • Costs above policy/sub-limits |
| Identification exclusions | • Failure to follow vet advice • Claims relating to incomplete vaccination or non-adherence to biosecurity rules |
| Administrative exclusions | • Claims for events within waiting periods • Non-approved, ill-documented, or unrelated costs • Consequential losses/non-medical fees • Gross negligence or illegal activity |
• Chronic illness diagnosed before policy or during wait
• Dental care (unless Dental Illness add-on; excludes orthodontics/cosmetic/root canal etc.)
• Preventive and routine care (except where covered under routine care add-on)
• Alternative/behavioural therapies; hydrotherapy, acupuncture, physiotherapy, herbal etc.
• Experimental or non-approved treatments
• Breeding, pregnancy, fertility costs
• Prescription food/supplements (beyond core illness/accident)
• Non-essential hospitalisation/ambulance
• Policy void if pet ordinarily resides overseas
• Cosmetic or elective procedures
• Non-necessary, not vet-recommended services
• Costs above policy/sub-limits
• Claims relating to incomplete vaccination or non-adherence to biosecurity rules
• Non-approved, ill-documented, or unrelated costs
• Consequential losses/non-medical fees
• Gross negligence or illegal activity
HCF Prices
HCF is positioned as a mid-range provider in the Australian pet insurance market, balancing moderate premiums with reasonably broad coverage.
Its plans offer flexible options—such as choice of reimbursement rate (80% or 90%), multiple excess levels, and optional dental/routine care—but do not systematically include high-end or niche protections that often raise premium costs.
The provider leverages a fully digital model (GapOnly®, myPetPass) to streamline administrative processes, contributing to competitive pricing compared to more traditional insurers with call centre-based claims.
While premiums can increase for senior pets and large breeds, HCF remains generally accessible for most pet owners prioritising value.
It is well suited to those looking for a blend of digital convenience and core illness and accident cover without the expense of premium, luxury-level protection.
Compare plans to find the best price for your pet’s needs.
| Pet Essentials | Pet Premium | Pet Premium + Routine Care | |
|---|---|---|---|
| Young cat (2–4 yrs) | A$26/month | A$34/month | A$41/month |
| Senior cat (7–8 yrs) | A$38/month | A$48/month | A$57/month |
| Small breed dog | A$29/month | A$38/month | A$46/month |
| Small breed dog (2–4 yrs) | A$29/month | A$38/month | A$46/month |
| Large breed dog (2–4 yrs) | A$43/month | A$56/month | A$67/month |
| Senior dog (7–8 yrs) | A$62/month | A$80/month | A$97/month |
HCF Promo Codes
| HCF Promo Codes | Details |
|---|---|
| Multi-pet discount | Up to 10% on additional pets |
| HelloSafe Promo Code | -5% on your quote |
Note: Promo codes are subject to change. For the latest offers, check our comparison of the best pet insurance providers.
How much reimbursement can I expect from HCF?
With HCF’s highest-tier plan (Pet Premium + Routine Care), you are reimbursed for eligible vet bills at 90% after your chosen excess is deducted, helping minimise your out-of-pocket costs for both unpredictable accidents and preventive care.
Ear Infection Treatment Claim
Consultation and treatment for ear infection Total vet costs: A$220 (consult + medication) Deductible (excess) chosen: A$50 (per condition, per policy year) Amount claimable after excess: A$220 – A$50 = A$170 90% of that reimbursed: A$170 × 90% = A$153 👉 You receive a reimbursement of A$153; your out-of-pocket is A$67. ℹ️ The excess applies once for each new condition per insurance year. Selecting a higher or lower excess changes your premium and out-of-pocket costs.
Cruciate Ligament Surgery Reimbursement
Cruciate ligament surgery (large dog) Total vet costs: A$3,000 (surgery, anaesthesia, post-op medication) Deductible (excess) already paid for this condition in the current year: A$0 Amount reimbursed at 90%: A$3,000 × 90% = A$2,700 👉 You receive a reimbursement of A$2,700; you pay A$300 out-of-pocket. ℹ️ The annual benefit cap is A$12,145. This surgery leaves you with A$9,445 available until your next policy renewal.
Reimbursement for Preventive Wellness
Preventive wellness: annual vaccination and health check Total vet costs: A$120 Deductible (excess): Not applicable for routine care benefits Reimbursement under routine care sub-limit: A$100 (annual sub-limit) 👉 You receive a reimbursement of A$100; your out-of-pocket cost is A$20. ℹ️ Routine care has its own set annual limit (e.g. A$100 for vaccination/check-ups). Check your plan for details or ask your vet to optimise claims.
HCF Assistance
HCF’s assistance is notably enhanced by the inclusion of myPetPass™, which offers policyholders 24/7 access to registered vets in Australia via chat and video, an important support for urgent health questions.
GapOnly® enables insured clients to pay only the gap amount at participating clinics, a convenience that can significantly reduce upfront costs at the vet.
Paperless claims are processed digitally through an online portal, making reimbursement straightforward and efficient; however, there is no traditional mobile app with distinct user reviews or advanced management features cited.
There is no evidence of a formal partner clinic network or structured instalment payment facilities, which some owners may expect from a leading insurer.
Abroad, cover is included but restricted to emergencies in New Zealand and Norfolk Island for trips up to 60 days, and does not extend to other destinations or long-term stays.
| Assistance HCF | Available? | Details |
|---|---|---|
| Advance payment | ✅ | GapOnly® lets you pay only the gap at select vets. No upfront full payment at participating clinics. |
| Payment facilities | ❌ | N.C. |
| Mobile app | ❌ | N.C. No dedicated app with public rating or advanced features is available. |
| Paperless claims process | ✅ | Claims are submitted online via web portal; fast processing compared to paper-based systems. |
| Emergency vet service | ✅ | myPetPass™ provides 24/7 vet support via online chat and video for urgent needs, available to all policyholders. |
| Vet/clinic partner network | ❌ | N.C. No clear network of recommended or affiliated vets; GapOnly® clinics only handle billing, not medical network. |
| Coverage abroad | ✅ | Only for NZ and Norfolk Island. Max 60 days per trip; emergencies only; permanent overseas residence not covered. |
Customer Reviews of HCF
| Review platform | Rating and number of reviews |
|---|---|
| ProductReview.com.au | 2.2 / 5 stars (67 reviews) |
We analyzed reviews from the sites listed above. On the positive side, customers who subscribed to HCF for their pets often mention:
- ✅ An efficient and friendly customer service: several users highlight courteous and helpful staff.
- ✅ Quick reimbursements in some cases: some policyholders report claims paid out in less than an hour.
- ✅ The ability to provide higher quality care for their pets thanks to insurance cover.
- ✅ Good value for money for specific needs or basic coverage.
On the negative side:
- ❌ A frequent and significant increase in annual premiums, sometimes by more than 30% per year.
- ❌ A lack of transparency regarding sub-limits and the actual scope of coverage.
- ❌ Instances of slow or repetitive claims processing; delays of up to 1–2 months are reported.
- ❌ Difficulties or reduced reimbursements for older pets or those with certain conditions.
- ❌ Occasional inaccurate or inconsistent information from customer service regarding what is covered.
How to Contact HCF
| HCF Customer Service | Details |
|---|---|
| To get a quote or subscribe online | You can use the HelloSafe pet insurance comparison tool, choose the plan that suits you, and click to get a quote. |
| To request and track a reimbursement | Submit your claim online via the HCF Pet Insurance portal (portal.petsure.com.au/hcf/Login) or email documents to [email protected]. Required: paid invoice, consultation notes, and claim form. Phone: 1800 630 681 (Mon–Fri, 8:30am–5pm AEST; claims: 8am–8pm). Claims are paid by bank transfer; processing time typically ranges from same day to several weeks depending on claim complexity. Mail: HCF Pet Insurance, Locked Bag 9021, Castle Hill, NSW 1765. |
| To obtain a certificate of insurance | Contact customer service by phone at 1800 630 681 or via email at [email protected]. You may also access and download your certificate through your online account/portal. Mail requests: HCF Pet Insurance, Locked Bag 9021, Castle Hill, NSW 1765. |
| To contact assistance | For 24/7 veterinary advice, use myPetPass™ at petportal-hcf.petsure.com.au for chat/video with an Australian-registered vet. General assistance: Phone 1800 630 681 or email [email protected] (Mon–Fri, standard hours). |
| To cancel my policy | Email a written cancellation request with your policy number and the desired cancellation date to [email protected] or send by mail: HCF Pet Insurance, Locked Bag 9021, Castle Hill, NSW 1765. Notice of at least 14 days is recommended. No specific form is required, but your name, policy number, and signature must be included for processing. |
FAQ
Do I have to pay upfront for veterinary fees with HCF?
Yes, with HCF you usually pay your vet in full at the time of treatment and then submit a claim for reimbursement. However, at participating vets using the GapOnly® service, you pay only the “gap” (the difference between the vet bill and your policy benefit) and the insurer pays the rest directly to the vet. Always check with your vet if they accept GapOnly® before your visit.
How do I cancel my pet insurance policy with HCF?
To cancel your HCF pet insurance, send a written request with your policy number and desired cancellation date by email to [email protected] or by mail. It’s recommended to give at least 14 days’ notice. Include your name, policy number, and signature for identification.
What is the waiting period before coverage starts with HCF pet insurance?
Most accident cover begins once your policy is active, except cruciate ligament injuries which have a 6-month wait unless waived. For illnesses, a standard 30-day waiting period applies. Additional waiting periods may apply for optional benefits such as dental illness cover. All details are outlined in your policy schedule and Product Disclosure Statement.
Are pre-existing conditions covered by HCF pet insurance?
No, any injury or illness that showed symptoms or was treated before your policy started, or during any waiting period, is considered a pre-existing condition and is not covered. This includes chronic and bilateral conditions related to the original problem. Always check the policy for detailed definitions and exceptions.
Does HCF offer routine care or wellness coverage for pets?
Routine care, such as vaccinations, desexing, and dental cleaning, is not included in basic plans but can be added as an option in some policies or is included with the Pet Premium + Routine Care plan. Each routine care benefit has an annual limit and only covers certain listed services. Review your certificate and the Product Disclosure Statement to confirm coverage details and limits.
How do I lodge a claim and how long does it take to be reimbursed?
You can submit your claim online through the HCF Pet Insurance portal, by email, or by mail, providing a paid invoice and completed claim form. Claims with all required documents can be processed in as little as a day, but may take longer—sometimes up to a few weeks—depending on complexity. Payments are made by bank transfer to your nominated account.
Do I have to pay upfront for veterinary fees with HCF?
Yes, with HCF you usually pay your vet in full at the time of treatment and then submit a claim for reimbursement. However, at participating vets using the GapOnly® service, you pay only the “gap” (the difference between the vet bill and your policy benefit) and the insurer pays the rest directly to the vet. Always check with your vet if they accept GapOnly® before your visit.
How do I cancel my pet insurance policy with HCF?
To cancel your HCF pet insurance, send a written request with your policy number and desired cancellation date by email to [email protected] or by mail. It’s recommended to give at least 14 days’ notice. Include your name, policy number, and signature for identification.
What is the waiting period before coverage starts with HCF pet insurance?
Most accident cover begins once your policy is active, except cruciate ligament injuries which have a 6-month wait unless waived. For illnesses, a standard 30-day waiting period applies. Additional waiting periods may apply for optional benefits such as dental illness cover. All details are outlined in your policy schedule and Product Disclosure Statement.
Are pre-existing conditions covered by HCF pet insurance?
No, any injury or illness that showed symptoms or was treated before your policy started, or during any waiting period, is considered a pre-existing condition and is not covered. This includes chronic and bilateral conditions related to the original problem. Always check the policy for detailed definitions and exceptions.
Does HCF offer routine care or wellness coverage for pets?
Routine care, such as vaccinations, desexing, and dental cleaning, is not included in basic plans but can be added as an option in some policies or is included with the Pet Premium + Routine Care plan. Each routine care benefit has an annual limit and only covers certain listed services. Review your certificate and the Product Disclosure Statement to confirm coverage details and limits.
How do I lodge a claim and how long does it take to be reimbursed?
You can submit your claim online through the HCF Pet Insurance portal, by email, or by mail, providing a paid invoice and completed claim form. Claims with all required documents can be processed in as little as a day, but may take longer—sometimes up to a few weeks—depending on complexity. Payments are made by bank transfer to your nominated account.
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