Fetch | Pet Insurance Review

The claim process was very simple and straightforward. I kept getting email notifications about updates on the claim, which ensured me that they were taking care of it.

This is long, but hopefully helpful. A brief history: My partner and I came to Fetch in late October of 2023. Our miniature golden doodle is still under coverage for both Wellness and Injury & Illness. He is very happy and healthy, he turned 1 on 8/8/2024. We pay $22.33 for Wellness and $62.33 for Illness & Injury coverage. When making our vet appointment, it was explained to my partner and I, who are brand new puppy owners, that we need to get coverage as soon as possible as Fetch has policies and procedures with possible pre-existing issues. Therefore we felt pressured to sign up ASAP. The original rep expressed use of both programs would be ideal and best for a brand new puppy. Problems from Day 1: Fetch required us to provide documentation from the vet to be covered and qualify for illness & injury portion. During our 1st vet appointment the Dr, expressed how unsatisfied they were with the Wellness portion of the insurance at Fetch, as its appears to not be worth the premium. My Partner and I provided the required information to qualify for the injury and illness insurance through the app, prior to picking up our puppy and before our appointment, but we submitted the information incorrectly. So we called to fix the issues with the submission. We expressed at that time we would not want the wellness portion, but were told we won’t be able to make any changes till the policy renews in October of 2024. They expressed that our brand new puppy would be considered to have pre-existing conditions and wouldn’t meet requirements if we canceled and restarted the program. It was day 1. We felt swindled and bullied into keeping our account with Fetch due to the fear of not being fully covered for his illness and injury portion of the insurance. We accepted the loss and continued with the program with hopes it would work out. Problems in 2024: In January we continued to have issues with the app. It should be known that the multiple customer service team members, we have interacted with, have been consistent in policy and procedures and have apologized for how we feel and what we have gone thru. They have continued to assist with the multiple app issues that failed and also helped to capture incorrect reimbursements that were overlooked. They expressed that I had a window of opportunity to have removed the wellness policy in October of 2023, when I brought up our history from day 1. They suggested they would investigate and get back to us. This gave us hope that we could find a solution, as it seemed unfortunate that we were stuck in the wellness policy and it was becoming more clear that it was not worth the premium. In fact it was costing us more money. They never reached back out. Current day 8/8/2024: Seven months later, we receive notification from Fetch, wanting to know how they have been doing. Unfortunately, we were overlooked and forgotten about since January 2024. We have never missed a payment of our policies and have continued to provide all necessary documents requested and have continued frustration with the wellness premium and the lack of coverage for vet visits. It was expressed that our utilization of the policy from day 1, our incorrect submission of document, would inhibit our ability to remove the wellness portion of our policy and that there is nothing they can do till renewal of the policies. The same story from day 1. I am sure you can see our frustrations and concerns. We provided documents incorrectly on the app prior to even getting our Puppy, therefore locked into a wellness policy till our renewal in October of 2024. They have no margin for error, they have no options, and they have undervalued the wellness program. We are so disappointed. We feel like we have had no choice or options, and only punishment to continue to pay these premiums. We love our puppy and want to protect him in every way and Fetch took advantage of our emotional commitments. We don’t know what to do, they say they may change the wellness program and to stay tuned, they may increase premiums and to stay tuned. We hope to continue with Fetch with our illness & injury policy this fall. As for the wellness policy, it is a new program as of 2023, and I can’t endorse this over priced policy to anyone and we will remove this option as soon as this company will release us to. Fetch has literally dropped the ball on us and we are continuing to pay for it. The only catch is our Puppy is worth it, but it seems extremely negligent and not in good faith with Fetch to have taken advantage.

Amanda was extremely helpful and very kind. Thank you so much Amanda!!!

With three cats already under policy, adding a fourth was just as easy. Jose Sabado not only walked me through several options available, he was very personable and caring. I have always received excellent service from Fetch.

Alexis was the agent I spoke with. She knew her stuff and was more than congenial. I got all my current questions answered and I felt well taken care of!