Fetch | Pet Insurance Review

I sent medical notes and invoice on 6/24/2024. Received a text stating they were received.. then on 7/10/2024 I received an email that I needed to send them again, due to not receiving them that's was my 2nd issue with Fetch im paying more for wellness I expect to receive what I am suppose to receive and in a timely fashion . the first was that I was one day earlier to vet then when policy went into effect i was not aware there was a start date hold that would start one day later after signing up with vet appt. Was 5/29/2024 I signed up with fetch on 5/29/2024. So invoice was denied any wellness amount that should have been applied If I had known this was the case... I would have cancelled the vets appt till later. Customer service rep I spoke to calmed me to stay in for the second visit and fetch will apply whats owed. I had even signed up for direct payments into bank Acct.

Amanda was very knowledgeable regarding the insurance aspects of what Fetch offers. She was very clear about what would be covered by Fetch and how much it would cost. She is also a cat lover and I appreciate her caring about my concerns and needs. Keep doing what you’re doing, Amanda!

Amanda was helpful and quick to get this processed.

I submitted a claim for a visit for my cat, and this company covered it per the policy. That was great. HOWEVER, the injury required a follow-up, and that is where the problems occurred. There were two items on the invoice from the follow-up visit. One was a covered blood test. One was uncovered prescription food. In processing the claim, Fetch subtracted the cost of the food from the cost of the blood test rather than from the total bill. Thus, I was paid less than 50% of the blood test cost rather than the 80% my policy requires. I reached out to them via email, and rather than respond they initiated a new claim. I was asked for documents and provided them. The claim was denied because they only looked at the food cost rather than their calculation error—AGAIN. I actually work in (human) employee benefits, so I was able to see the mistake and try following up. This could happen a lot more and people don’t even notice. If Fetch makes an error processing a claim, good luck to anyone in trying to get help. There is no customer service agents to speak with, and the claims process is like dealing with A.I. I don’t think anyone actually looks at the documentation, because I annotated everything explaining the incorrect claim process and they just repeated their error. I am now on my third try and my hopes are low for an actual human being to help. Maybe cats and dogs do the claims processing.

Joshua S. was informative and personable. He walked me through the policy for my dog and gave me thorough information about each plan that I inquired about. He was very helpful and made purchasing pet insurance easy!