Fetch | Pet Insurance Review

My experience with Fetch Pet Insurance was not just disappointing. It felt like bad faith. When my pet had an emergency and needed immediate treatment, I filed my first claim. I had been paying premiums every month without fail. Fetch had no problem taking my money. They had no problem sending constant marketing emails and pointless text messages. But the moment I actually needed coverage, everything changed. Instead of processing the claim promptly, they dragged it out. They asked for one document. I sent it immediately. Then they asked for something else. I sent that too. Then another request. And another. It was a slow, piecemeal process that stretched on for weeks. At no point did they simply tell me everything they needed up front. It felt intentional, like they were looking for a reason not to pay rather than trying to evaluate the claim fairly. Then they denied it. Their justification was that because this was my first claim, they treated the condition as “pre-existing.” Think about that. The first time you use the policy, even in an emergency, they scrutinize it in a way that effectively assumes it must have existed before coverage. That is not something clearly explained when they are enrolling you and collecting premiums. If your first claim is going to be viewed through a presumption of pre-existence, that is a material limitation and should be disclosed clearly before you ever sign up. You do not get to happily collect premiums month after month and then, when a legitimate emergency claim is filed, shift the goalposts and retroactively characterize it as uncovered. That is the definition of bad faith claims handling. Customer service only reinforced that impression. The chat feature is useless. It provides canned responses and no real answers. Phone representatives were dismissive and completely unconcerned about the urgency of the situation or the financial strain their delay was causing. There was no accountability and no effort to resolve the issue fairly. Insurance is supposed to provide peace of mind during emergencies. Fetch provided delay, obstruction, and denial. I cancelled my policy and filed a complaint with my state insurance regulator. Pet owners should be very cautious about relying on this company when it actually matters.

Quick reimbursement and no hassles

When my dog Kiba got sick this past year it was so unexpected and created a very stressful and emotional time. Fortunately, I had her covered with Fetch and it was truly a lifesaver for us. The claims team was so attentive and supportive they went above and beyond to ensure that I was getting coverage for her as well as peace of mind in knowing I had the greatest support with Fetch Pet Insurance. They were able to retrieve some of the documentation that was needed to finalize my claims. I can’t thank them enough for their help and extremely valuable communication through the entire process. Princess in claims team is truly a vital part of Fetch and I am forever thankful for her kindness and attentiveness to not only me but Kiba as well. If there’s one great piece of advice I always share to anyone with pets, it’s to trust and invest in Fetch Pet Insurance!

Fetch was responsive and processed claims quickly- thank you!

I've had Fetch pet insurance for a few months and I am looking elsewhere. I chatted with an agent who then supposedly submitted a pre-authorization claim on my behalf. I was told it'd be completed in 3 business days. In the span of 2 WEEKS I called and/or messaged an agent 4-5 times because my pre-authorization never went into review. Every time, I was told they will ensure it is completed shortly. Then it was over the 2 week mark and suddenly I am missing documents, when I submitted medical records the same day it was originally submitted. It is ridiculous that this was only supposed to take 3 business days and it has been over 2 weeks and counting- ONE because I was never informed that anything was missing until the 2 week mark when I had to call again. TWO I am waiting another 3 days again. And THREE, turns out the original agent I spoke with didn't even submit the correct type of claim. I've been going in circles with these people and it's been the worst insurance experience I've ever had. DON'T RECOMMEND.