Fetch | Pet Insurance Review

UPDATE: FetchPet got in touch and explained that my dog’s health problem occurred when the policy renewed, so part of the cost applied to last year’s deductible and part to this year’s deductible. I am glad they explained it, but have to decide if the $60 a month is really worth spending. Plus, they only replied once I complained. I do feel they need to improve their customer service. I had no problem when this was Petplan insurance. Now it is FetchPet and for some reason one claim I filed was split into 3 and separated they don’t meet the deductible. Together they easily meet it. I have tried calling and emailing to resolve this issue. I will update this review if I hear from them.

This was my first experience with submitting a pre-authorization request. The Fetch representative, Ms. Farley, was absolutely awesome in helping me walk through the process.

Great experience with this company!! I highly recommend it!!

Honestly, I've been really disappointed with Fetch's customer service, response time and functionality of the app + website. The app + website have had numerous log-in issues for over a year. Some of the reps I had worked with in trying to mend this would laugh and just say 'it is what it is and a lot of account are locked out' - not really helpful. It took nearly a year's time to be able to fully access and utilize my account due to technical errors on Fetch's end. Regarding customer service - I've had claims denied that were clearly new issues. The issues I see here, stemmed from the ability to upload vet records without needing a claim submission. Also, it's unclear on where to upload your first base-line records or just anything that doesn't need an actual claim submission. Think vaccines and routine care. Also, the inability to access my account added to this debacle. Needless to say I've asked for a claim to be rereviewed and it's been over 40 days without an answer or real communication. You don't get to easily work with a claims specialist 1:1 for quick resolutions. Another frustrating piece is my cat was diagnosed with diabetes about 10-11 months after my plan had started ( 4 months ago now) and after repeated emails and chats I still haven't gotten an answer on if there are any brand restrictions on glucose monitors and other supplies. I do appreciate that Fetch covers exam fees for 'sick' visits but, with all of the above it makes dealing with a sick pet just so much more stressful. The worst part is, if you decide an insurance company isn't for you - you now likely have new issues that will become 'preexisting' if you choose to go elsewhere. So making your initial decision is really important. If you're looking for true customer service and a company passionate about your pets as much as you are, I would recommend going elsewhere. But, again my best piece of advice is to thoroughly do your homework on which insurance company is best for you as it's a commitment and not something you can easily change, especially if any new issues arise with your fur baby.

We are very happy with the service and quick response for our claims. I highly recommend this insurance for your fur baby!