Fetch | Pet Insurance Review

I purchased insurance for my new puppy from Petplan pet insurance. It was simple to use and they resolved my one issue quickly. Then they became Fetch by the Dodo, and I have indeed had to fetch for any assistance and feel like a dodo. Trying to submit a claim or even just log in to my account has been a bad dream. They have never been able to give me a password that would continue to work. Not long after they became Fetch my pet had his first seizure. They pay for nothing else, but they have paid 70% of his monthly medication after we run up our yearly deductible. For several years, I have fought each month to submit the same claim, for the same amount, the day after I pick up the prescription at the vets. A few weeks later I get get an email saying they are sorry about the delay that my claim is still in review. Eventually after months of a notices that I received a notice that I had not yet met my deductible. Then two or three payments, and the new year cycle begins again. A few years ago they refused to pay one month claiming that they had not received the claim with in the proper time frame. At that time there were still paper claims forms, and I had submitted that claim on both paper and through the new app, the day after the vet appointment. As instructed, I sent a dispute to main office. They have never replied. The app rejects me, I makes calls, each agent assures me that my password is straightened out. This month when I had finally reach the second payment for the year that gave me a notice that my claim was denied. Their reason was that I had no pet insured at their insurance company. A phone call gave me a person who explained that the account was closed. For whatever reason they had closed the account, they still owed me the payment for that claim. They had taken my payments and were under contract to pay. I was passed upline to an agent who said I had closed the account because the dog was dead. Explaining that the dog was sitting right beside me and we had not closed the account, I was transferred to a supervisor who came on the phone with, "My condolences on Charlie's death." She put me on hold for a while. She then explained that to get the payment due me, I would have to pay to reinstate my policy, and then trust them to send to a payment.

Horrible insurance. Not worth trying to file a claim with them. They wanted a full medical history on a three month old adopted puppy. She was adopted from the SPCA. There is no medical history on her. Wasted money on this service.

Kelsey is a lovely agent who went out of her way to answer our questions on the phone!

I had claims rejected that were for my dog's external yeast infection because I was told that a POTENTIAL food allergy that was noted in 2019 is a pre-existing condition. This makes zero sense. My dog does not have a food allergy, and even if he did, that would be completely unrelated from an external yeast infection that he picked up from boarding.... When I tried to rebut the outcome with customer service, they literally copied and pasted responses. There was not opportunity to provide additional doctor's notes or "proof" as to why this should be accepted as a claim. A yeast infection is an unexpected illness that is in no way related to a pre-existing condition (that he doesnt even have!). Horrible coverage, horrible customer experience, horrible customer service/support

Kelsey, THANK YOU for letting me know that my attachment finally was able to successfully get to you! Thank you for all your patience with me! I want you to know that you are EXCEPTIONAL at your job! You were so VERY patient as I struggled through the process of sending the information needed! Best of all, you are very kind! Mary Ann Coyle