Fetch | Pet Insurance Review

Fetch Insurance has the worst customer service I’ve ever experienced. After dealing with them, we decided to switch to Embrace Pet Insurance, which was not only more affordable but also offered a far better experience. The tipping point with Fetch came a month ago when we submitted a claim. They rejected it, claiming the issue wasn’t covered, even though when we signed up, they specifically told us cases like this would be covered. When I reached out for clarification on what exactly the upgraded wellness plan covered—trying to justify the extra cost—they responded with an incredibly passive-aggressive email. Instead of addressing my concerns, they suggested that if I wasn’t happy, I could call to discontinue their service. That incident left a sour taste, and we decided it was time to move on. Over the past few months, we’ve transitioned to Embrace, and now that my Embrace policy is fully active, I called Fetch today to cancel. The experience was just as bad as before. After waiting on hold for 20 minutes—which I could tolerate—the customer service representative who finally answered was condescending and unapologetic. When he asked why I was canceling, I told him it was due to their rude customer service. He completely ignored my response and said dismissively, “Oh, so you already switched then? Okay, all right, you should get an email soon. We’ll cancel your service tomorrow.” Note - I’m not upset about my claim being denied—I understand that businesses need to make money to pay their employees, and I can sympathize with that. What I can’t tolerate, however, is the blatantly rude, negative, and sarcastic attitude of two random Fetch agents I happened to interact with. Either I’ve had extremely bad luck, or Fetch has so many poorly trained agents that even random interactions result in bad experiences. How does a company like Fetch manage to survive in this day and age with such terrible customer service? And how are they still popular?

We have had such a great experience using Fetch. They make things very quick and easy, whether it's getting reimbursed or answering questions. I recently spoke with one of their agents, Fabrice, and he was extremely helpful and went above and beyond to explain things and get me the information I needed.

Communication is great. Claims are processed in a timely manner. All questions I’ve asked have been answered promptly.

it was alot of back and forth. But payment approved quickly.

My claim was quickly processed! Good explanation of the claim.