Contact Fetch Pet Insurance Support

by Hurolope

I’m not sure who designed and approved this app, but they need to find a new career. It’s shockingly bad. It does function after the recent update, which is a good first step, but you can’t see enough info about your policies and claims. The billing tab makes no sense and the payments don’t match what actually comes out of my account. All you can see of your claims is the number, which means nothing to me when I track what invoices I’ve sent in, and the amount paid. You used to be able to see the EOB. Leo and the claim submission is awful, I don’t understand who thought that would be an improvement over clicking a few buttons and entering some basic info. It’s all so inefficient. You have to call to figure out anything about your policies, and the phone recording says “use our new app to check your claim status, update your payment information, etc”; it’s very strange that they’re pushing people to use the app when it’s not useful at all. And I’d love to use the app instead because I hate calling any company, but I can’t. Because the app is useless.

Update - it’s gotten worse, if that was even possible, since I originally wrote this. Now I can only see 3 claims for each of my pets, still can’t see the EOBs, can’t load the documents I’ve uploaded for claims, keep getting an error message when I try to enter my direct deposit info and update the card on file. What is happening? Please take these comments seriously and fix the app.

by BBH1935

To be in a business that relies on time sensitive and crucial receipt of documents, to rely on an app of this nature is a total joke. You get no confirmation that claims are received, so you have no way to go back to look to see what date a claim was submitted. You get no verification veterinary records have been received. (BTW - Another irksome change with the company, is that they expect you to have all vet records to upload when you send the claim. What happen to the release where the company just requested them?). You cannot review the status of a claim. I have several pending over 30 days & all it says is reviewing. When a claim is paid, why no EOB in the record to review what has been paid. Forget trying to talk to customer service as you will get no one. I chose Pet Plan over many other companies over 10 years ago as they were rated excellent on their customer service. I found this to be true in all aspects until the last few years & it went down hill fast. If I could change companies I would & I will never be a repeat customer. This app alone is enough to make me change. Leo may be cute, but it is stupid for a professional app. Please spend your money on a real developer & leave cuteness for kiddie game apps. Do better or I will start e-mailing everything. The app is a pain.

by Ks2dogs

As a client for almost 10 years ensuring two pets, I have routinely referred even random strangers to Petplan due to the great Customer Service and ease of claims administration. The new app and website are AWFUL. I just filed first claim online, no confirmation, no claim number and doesn’t show in my history and the easy press to call customer service is no longer an option. In case it might have been isolated incident, I perused the other reviews to find sadly it is not. As someone who sells software, I am dumbfounded that this could get through QA or that ANYONE viewed this as a better UI. We are adults and don’t need a cartoon to walk us through each step to file a claim. And to top it off, as Leo takes you through each step, edit/back options are nonexistent. In my case, as I was nearing the end the question ‘do you have additional invoices popped up’. My keyboard is super sensitive and I inadvertently clicked yes. There was no way to change that reply so I was forced to cancel the entire claim only to redo the entire process again with Leo. The last app was so far superior to this one even though I encountered glitches on the page opened after submission...that small hassle would be welcomed compared to this app and website. Sure hoping big improvements as would hate to be forced to email all claims, extra burden for all.