Fetch Canada | Pet Insurance Review

Edit on March 8: they reached out to me by phone and, after I explained the situation, acknowledged that the website does seem misleading, and they'd look into my feedback. Their website's description of what documents are needed for a claim is misleading to say the least. They say on their website that the medical records they need are "Detailed medical records, including from your pet’s most recent checkup (a vet visit unrelated to your pet getting sick or hurt)". (Trustpilot doesn't allow me to post link, but the specific webpage is titled "Your guide to filing claims.") But in reality, they also ask for the records from the visit which the claim is for, i.e. the visit that happened exactly because my pet was sick. And their customer service agent explicitly confirmed this to me, without explaining why it works differently than what their website says. If they were clear and consistent upfront, I probably would have no problem with providing the medical records for every visit. But now I feel I was lied to, and I have serious doubt whether I can trust them when I need them. I may need to shop around for other pet insurances.

Despite charging me an ever increasing monthly amount cumulating in a $167 per month charge (after the latest annual hike)... for $2500 coverage, $400 deductible, and a 90% reimbursement for a period of years, for 10 year old otherwise healthy dog, Fetch denied a dental claim of a little over $1500 based on (they said) a pre-existing condition. That condition being, a being a vet report in 2018 that stated mild tartar was present on the canine teeth. no treatment was recommended at the time., and no exclusion was noted when I signed on with Fetch a couple of months later. (despite them requesting all the vet notes from my vet). I have to say though, the reps on the phone were excellent, and totally understood my concerns and respected my decision to cancel the policies that I held with Fetch. save your money and go to an insurer that pays out. If a big claim happens, you need to know the insurance company has your back when you need it, and doesn't look for reasons not to pay

Janelle was extremely knowledgeable. Felt she actually cared about my questions and concerns and spent time listening and answering. She was very thorough and very pleasant to talk too. Will definitely recommend Fetch and Janelle to friends / family and co-workers. thank you for the exceptional service cathy

All I can do is share my experience. My cat Marvin had a urethral obstruction was discharged then was re-obstructed by morning. Both obstructions required extensive and rapid treatment accompanied by a hospital stay. Fetch paid out both claims. Of the thousands spent the only thing they did not cover was $20 of food.

I had just signed up for Fetch insurance and today was the day the "policy waiting period" ended. I had read through the policy terms & conditions multiple times before enrolling, and then again today before I reached out to customer service for further clarification. I simply wanted to know if my pup would be covered against future diseases where vaccinations were available for those diseases, but not required. Anyone who has a dog knows that there are "core vaccinations" (DHPP) that your dog receives annually, but I was questioning if the optional vaccinations (lyme, lepto, bordetella, etc.,) were required to ensure future coverage against those diseases. I reached out to Fetch via live chat and a customer service rep named Rushti had a very difficult time giving me a straight answer. I had to repeat my questions multiple times before he understood what I was asking, and every answer he gave me seemed like it was copied and pasted from the policy terms & conditions. His responses were general, extremely vague and not at all helpful. I was trying to ensure that we followed their policy and covered all our bases, to make the most out of our insurance. I still don't understand if the optional vaccinations are required to ensure future coverage for the related diseases. I was worried that if, for example, I didn't get my pup the lyme vaccination and he was exposed to and diagnosed with lyme disease in the future, that he would not be covered because he did not receive the lyme vaccination. My pup is on flea and tick medication but I didn't know if that would suffice, and neither did Rushti. He kept reiterating that "as long as it's not a pre-existing condition, Lyme disease is covered" and to "file a claim and let the claim adjuster confirm my coverage" but that didn't answer my original question about the optional vaccines. I also don't understand why I needed to submit a claim to confirm my coverage? Then as I was typing my response, Rushti asked if I had anymore questions and then abruptly ended our chat. That was a pathetic move and extremely unprofessional. Overall, the customer service I experienced was awful and I would cancel my insurance policy just because of that. But I will also be cancelling it due to the fact that there are so many grey areas and not enough clarity as to what us pet parents need to do to ensure our beloved pets are 100% covered. I don't like that this was a hard question for customer service to answer, I truly thought it would be a simple "yes" or "no" type of deal. Now, I believe that if I had to reach out to Fetch for their help, they would be unable to help me. They would for sure reiterate their policy but not elaborate in detail, and that's just plain wrong. Anyone who's looking to do what's best for your pets, just do yourself a favour and avoid scams like this. You're better off opening up a savings account for your pet(s), don't leave your hard-earned money with Fetch. They don't deserve it.