1
out of 5
POSTED: | BY: Lydia Nguyen
The most unhelpful insurance.
The most unhelpful pet insurance I've ever had. Customer service needs a serious upgrade. I had the policy for nearly a year for both of my dogs. Since getting Fetch they have not reimbursed me for a single thing. With my first dog, I understand there's a 2 weeks grace period where nothing pre-existing is covered, understandable. My dog had giardia, he was treated for it, tested NEGATIVE and giardia free for awhile. When he had a 2nd giardia infection well after the 2 weeks grace period, they declined my claims, stating it was pre-existing. I submitted a claim for my second's hair loss, they denied it saying they weren't my primary insurance and wasn't given a real reason why they weren't my primary insurance. There were no explanations in their emails. I purchased Fetch first before purchasing Trupanion, they never once told me what makes them primary or secondary. When I tried to cancel or find any kind of customer service, it was nearly impossible to get a real person. The bot offered unhelpful prompts. The phone tree sent me around and around until I tried nearly every option to get a real person. We requested cancellation email on the policies as well on the claims, they failed to deliver the latter. I've been having such a hard time filing my claims with Trupanion because I am waiting on cancelation emails/proof from Fetch. It's been months, still dealing with this. I don't understand why I have to spend hours and days trying to resolve an issue, only to be met with disappointment over and over. I now have to call again to ask for a simple claims cancellation email has proof/documentation so I can file with Trupanion insurance.
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