Fetch Canada | Pet Insurance Review

This company has the worst customer service. I have been running in circles trying to get more information on why my pet’s claim was declined. Each email and phone call they give me the same general answer of “it was a pre-existing condition” but when I ask how this is determined and show proof that it was not a pre-existing condition they cannot give me any information. They will deem everything pre-existing so they do not reimburse anything. Customer service is all run by bots so it is extremely difficult to talk to a real person.

Megan the Fetch Insurance representative clarified the process for me to set up a pre authorization form for the future teeth cleaning of our 4 year old Australian Labradoodle Dune. Plus she personally contacted our Vets office to ensure they would forward a quote relative to the cost of the procedure and to ensure the Vet forwarded Dune's medical records to her attention. Its very rare that one receives this form of service these days. Well Done Megan!

Amanda was very grateful and friendly throughout this experience!

This company has the worst customer service. I have been running in circles trying to get more information on why my pet’s claim was declined. Each email and phone call they give me the same general answer of “it was a pre-existing condition” but when I ask how this is determined and show proof that it was not a pre-existing condition they cannot give me any information. They will deem everything pre-existing so they do not reimburse anything. Customer service is all run by bots so it is extremely difficult to talk to a real person.

New client just signed up for our new family member. Agent Amanda has been very patient, knowledgeable and responsive answering all my questions. My main concerns are the increase of premium over time and definition of pre-existing conditions because our new cat is already 2yrs old. Amanda explained about Fetch's distinction between curable and incurable pre-existing conditions, and once the no-claim period is met, re-occurring curable PC like UTI, ear infections will be covered, and I definitely hope that this will be fulfilled. Amanda also explained that the adjustment of premium is based on the geographic data of the postal code but not personal client-specific. There are also no-claim discounts for 1 and 2 years, so I can now understand the rationale of reviews where people said the premium went up after claims. I'll provide update of the review in future with claim experience.