Fetch Canada | Pet Insurance Review

Attempted to submit a claim for a pae infection. After weeks of waiting, was "declined" because of missing documentation. After trying to get more info through the chatbot, was able to get a person who told me more documentation was needed about the start of the episode. I explained that all vet notes from the first visit related to the episode until the infection resolved were shared...so my case was reopened. 2 weeks later I was just informed that my claim was again declined because I didn't demonstrate that my pet had a recent check-up (prior to the infection). There was no mention that this was necessary in the instructions to submit the claim. And again - instead of "declining" just ask me to provide the proof of check up...I would have gladly done so. Bottom line - feels like they're doing everything NOT to collaborate..just want to avoid paying Addendum - after multiple back-and-forths with Fetch Associates I was able to get my claim approved. My review, however, is less about the end result and more about the experience. It would have been so much more collaborative (helpful) for Fetch to reach out to tell me they needed more information, instead of notifying me that my claim was 'Rejected' and forcing me to reach out to them to better understand why and what was required to fix it ('Reject' at Fetch appears to not be a final decision...more like "Rejected...for now")

I had originally called in to cancel my policy due to a poor experience I had with this company last summer. I spoke to Denise at fetch and she gave me lots of information to help me see the value in my coverage. I will be taking her advice and doing more research so that I'm can get the most out of my coverage.

I have had my pup since 2019 and I did some research and had decided to get him pet insurance from Fetch (formerly Petplan). Best decision of my life since my dog has skin allergies. While they do not do direct billing, they are quick to review claims and I have no complaints other than the premiums. The more claims you make, the more premiums go up. I mean it makes sense that the premiums do I go up but the rate of increases are a bit astonishing.

paid into this plan for over 2 years and they gave us 5 different excuses why they couldn't cover my pets dental issue. i went through the policy and records of my pet with my vet before treatment and they assessed it should've been covered. for almost 2 months they went back and forth with us, each time giving a new and incorrect reason not to cover it (total of 5 different reasons which we would prove wrong and they would change the reason). customer service insisted at calling at a time when we are asleep (night shifts) and they immediately started the call being condescending and extremely rude. i’ve never had an experience this terrible & we are cancelling. huge waste of money and they will fight you for any reason not to cover. edit for their response: we gave you plenty of chances to rectify this situation. i will NOT be subjecting myself to your “customer service” ever again. we also see you tried calling 4 times in ONE morning, once again while we’re sleeping after night shifts, all because we gave you a bad review? where was this energy when we needed the service we paid for? it would take you days/weeks to get back to us during our claim. we have cancelled our plan. edit 2: they still have not stopped trying to contact me to bring me back as a customer but have made 0 attempt to do so on good faith. they have now flagged this review as fake and are trying to have it removed. laughable.

I have had some issues with Fetch in the past re: the timeliness of claim reimbursement and their automated phone system is far from easy to navigate. This time around I must say my experience has been essentially flawless thanks to a team member named Kayla. Kayla was responsive over emails and even returned phone calls over the course of my claim being looked at. Kayla alone has pushed this review to 5 stars.