Fetch Pet Insurance Reviews

I’m not sure who designed and approved FetchPetInsurance, 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 FetchPetInsurance when it’s not useful at all. And I’d love to use FetchPetInsurance instead because I hate calling any company, but I can’t. Because FetchPetInsurance 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 FetchPetInsurance .

Seriously?!?! You have been sending me emails daily asking for my business, and now that you have my money I can’t even access my account?!?! Not getting off to a very good start 🤬
UPDATE: After 4 days of desperately trying to talk to a person, being on hold for hours, transferred all over the place and never being able to access my account, I have officially DROPPED this pet insurance company. Funny how when I finally got a person in Customer Service she never asked why I was canceling. I asked her why she didn’t want to know and her response was “being transparent I am already aware of why.” I asked her how and apparently all my attempts to talk to a person for 4 days were somehow being logged, but never did anyone reach out to try to resolve these issues. She said our phone call was being recorded, so you bet I went to town and listed off all the many reasons I was cancelling my plan after only FOUR days! She was nice, but the worse customer service I have EVER experienced! Can you imagine what would happen if I had an actual claim to file 🤬 No thank you Petplan!

Thank goodness, Leo the Lion has been returned to his natural habitat, but now you can’t use photos to upload claims documents. They must be scanned. Which makes it impossible for me to upload medical records, because my vet keeps them handwritten. For years taking a photo was enough, now we have to “scan documents.” I don’t have my vet’s medical records at my house to scan!

Update: In response to the developer’s reply—as you would know if you actually used your app, uploading a file isn’t an adequate workaround because FetchPetInsurance is set up not to accept photos as files. I would have to put the file on my computer, convert it into a PDF, airdrop it back to my phone, and then upload it to Petplan. So at least 10 mins of effort to get FetchPetInsurance to accept what used to take 2 seconds. PLEASE get someone who actually uses FetchPetInsurance to work on it!

I HATE when companies will not allow you to decrease or cancel your services without physically calling them. If I can setup a policy online/in-app, allow me to cancel it online/in-app. I don’t want to get a sales pitch or bounced between departments for a service I already know I want to cancel. Let me cancel it online! Edit: after reading that canned developer response, it’s clear they aren’t actually reading reviews. My whole review was about not having to physically call customer service and their literal response was call customer service 🤦🏻 P.S. I already did call customer service to cancel, and just as expected, I got the run-around by an employee who refused to honor my cancellation request without first making me listen to several minutes of him begging to keep my business. That’s exactly what I wanted to avoid.

I’ve loved and appreciated PetPlan for over seven years and FetchPetInsurance and website used to be so easy. But now it’s very frustrating due to its very limited capabilities. Other reviewers are correct; you can’t view EOBs in app, you can’t view policy or any policy related documents in app, the automated chat (“Leo”) freezes or crashes half the time, and FetchPetInsurance itself crashes often. Their new website interface isn’t much better either. Just to highlight my point, right now under my policy tab in FetchPetInsurance , it even says I don’t currently have any pets with a PetPlan policy, which is very much incorrect. I even got an email in January saying to view my renewal letter in my account portal under “my policy documents” and it’s April and I still haven’t been able to ever see it through FetchPetInsurance or the new website. Their new interface is so difficult to work with that I’m considering switching companies. They used to be very customer friendly and accessible...

I Have had several dogs under this company. I haven’t received very little money back when I file claims. That was if they were approved. The money I received wasn’t even close to the percentage I was paying for. Just recently I Now I’m trying to reach somebody cause I took the quarterly payment out, and I told them to cancel. Now I can’t reach anybody have had several dogs under this company. I haven’t received very little money back when I file claims. That was if they were approved. The money I received wasn’t even close to the percentage I was paying for. Just recently I brought my dog in for seizures with a blood test and such, denied. Over and over again. Now I’m trying to reach somebody because I took the quarterly payment out, and I told them to cancel. Now I can’t reach anybody. They won’t pay a payment. I can’t believe I’ve wasted so much money on this company. I’m going to stay with Trupanion. I filed with them and within a week I had a check for everything they said they would cover.

This company will take money but will not give you specifics. Been months since I submitted a claim. Fetch claims they do not have all the information needed to process the claim. Have spoken with claims, member services and the vet to resolve the issue. Fetch cannot tell me what information is missing other than the check up notes. Will not work with you to solve the claim and pay out. Total rip off. Do not do business with this company if you avoid it. Try other pet insurance companies.

They tell you they investigate and they will tell you the same thing over and over. No help from the claims department and their customer service will tell you the canned response of we need the medical records though all records I have have been provided. It’s just going in circles with them.

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 FetchPetInsurance and website. Sure hoping big improvements as would hate to be forced to email all claims, extra burden for all.

It’s unbelievable how terrible the service for this company is. If your pet is important to you whatsoever I would recommend not using Fetch, whatever you do. I set a plan up for my dog, but had issues with the email address. When I finally got through to someone on the phone they said they would fix the issue and I would be good to go in a few days. I called back a few days later after not hearing anything and found out that they had tried to “remake” my plan by cancelling the original one. However, they never finished remaking it, so I had a cancelled plan that had been abandoned. After explaining the situation to multiple people on many phone calls I was told that they could “try and fix it but it would take a lot of work.” I told them don’t worry about it, just go ahead and cancel it. They didn’t seem concerned that I was extremely unhappy with their service. Reading the other reviews, however, this seems pretty typical. I can’t imagine if I actually had to file a claim or deal with other logistics if something actually happened to my pet. If this is the headache just from setting up an account, an emergency situation would be a nightmare. Your pet deserves better.

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. FetchPetInsurance 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. FetchPetInsurance is a pain.

I’ve been with Petplan for almost a yet. I saw many negative reviews about FetchPetInsurance but didn’t have too many issues at first. For a few months my claims were processed in a few days. Since the most recent update, I get emails saying the claims have been assigned. When I go in FetchPetInsurance , they only say received. When I called to complain and make sure that they are visible in the system and said that my claims went from three days to God knows how long, the say they’ve been received and they’re “having trouble” with FetchPetInsurance and it can take up to a month. Clearly, FetchPetInsurance is not working as it should.

Now the website is the same interface as FetchPetInsurance . I would try submitting on the website to speed up the process, but I’m sure I will have the same issues.

With a premium of $200 per month for a dog with no preexisting condition I expect some quality of service. Now that seemed a bit naive.

File my first claim on New Year’s Day, took them over two weeks to come back to me and said I’m missing a document. Immediately uploaded. Then two more weeks they came back and say oh BTW you are missing another one. Immediately uploaded. That was end of Jan. Yesterday they came back and asked for another document which I pretty much already provided in the beginning.

It almost seems they are trying to simply deny coverage or wear your patience thin so you withdraw your claim. I’m quite disappointed and thinking of canceling. As a matter of fact I may consider legal actions.

Got my reimbursement from my first claim with Fetch. Some representatives tell me that they can expedite and then in the next phone call other say they’re not able to expedite anything. I got my last claim and it said it was missing documents. Tell me why I got told by the representative that time that she could put a note that would make it so that it would stop requiring me to upload documents I don’t have. Then our vet actually gave us more notes on the same visit and now that I had them, I went to go submit them and the submit button does not even work. I tried doing one by one. I tried sending them all at once, but I ended up doing since I couldn’t get a person and just kept getting texted links through a bot which led me back to my app that was not letting me submit anything. it’s good for notifications but the text notifications. So really it’s only been good for reviewing now and I ended up uploading the documents in JPEG form via email and via the physical website… probably won’t get my reimbursement for 2 to 3 weeks. If I don’t get it back, then I’m going to another pet insurance or maybe not at all because Figo was useless got nothing back and got nothing from Nationwide either

I like the insurance, the only part I don’t like is they switched company names and a lot changed, used to be petplan then to fetch. They changed my deductible and payout percentage and put a cap on my annual amount.
They used to cover a allergy pill my dog was taking, for two years they covered it, then just stopped randomly and said it was “pre-existing” which they covered it two years prior? I disputed and nothing came about it just got the run around… also since they switched they were a lot slower on processing claims, at least two weeks of not more now which it was about a week or less turnaround before. I’ve had some problems with them denying some claims saying they were “pre-existing” and I proved they covered it a year ago and got it covered, so just double check your coverage and your claim history with any insurance, and do your research! Once you pick one you can never switch cause it’s all Pre-existing then. Keep that in mind.

Company changed from petplan to Fetch. I was happier with the original company. I had been with them for about 12 years. Since they have changed to Fetch I have had more difficulty submitting claims. My vets are very stingy with their notes regarding description of visit. I know what the company requires and I tell the vet upfront but they continue to put one wird or a few words in the DX. Fetch requires more information and I wind up back and forth begging the vet to PLEASE add more information to the invoice. I wind up waiting months to be reimbursed. Between the vets who won’t comply and the Fetch requirements I find it very frustrating. In the end I’m usually probably reimbursed but it is often a challenge.

New App is a joke. Loose the Leo interface, it annoying and usually covering something useful. Half the features don’t work, like updating your pet’s info. You can fill it in and pick a photo from your library, but it doesn’t load the photo or save the information. The original App worked just fine on a iPad even in landscape mode. The last Version wouldn’t work at all and the response was use a iPhone, computer, or phone. This one works somewhat, and if it somehow pops into landscape you can’t see the bottom. Like other reviews I give the application 1 star and PetPlan 10 stars.

Update: Used the latest update and it was very improved. All the features worked to make my entry without issues. The only reason it’s not five stars, is it still doesn’t do landscape on iPad. Guess it’s my issue for not living on my phone.

I try to submit, it appears that it has but it didn’t. I spend more time on the phone with pet plan when I should be spending time with my dog while he still has time. It’s frustrating! Horrid app!! I’ve been a petplan client for a long long time and 7 dogs are covered. It’s just ridiculous having to keep following up!! The old app was so much better. I also agree with another user that FetchPetInsurance is condescending. Go back to the old app !! It worked !! When you are dealing with be buried in thousands of dollars of debt during a pandemic so that you can have more quality time with your loved pet but you are spending so much time on the phone to get claims assigned so you can afford the next treatment.

First time using FetchPetInsurance , and I’ll admit I tried despite all the negative reviews because I looked at all the updates and thought, “why not?”. I learned something new today. Listen to what you read.

Here is my experience. I went to the website and was redirected to FetchPetInsurance once I logged in. So after reviewing the critical comments I thought nothing could be this bad...WRONG. I navigated to the first step in updating my account information and received verification text codes, all of which when entered returned an error message that they were invalid. Tried 3x without success. Tried to use the published link to the “Help Desk”, but it returned the message “Error:404 page not available”.

I’m removing FetchPetInsurance from my phone. Hopefully I can find a customer service agent in another way.

I got on FetchPetInsurance to check it out about a year ago and found it impossible to use. I had an emergency with my dog last week and turned in my first claim. FetchPetInsurance must have been improved because it was simple to use (even for someone as technically challenged as me) and after reading the info on submitting a claim I was able to have all the information they needed and turn in a claim within a few minutes. They sent me confirmation that they had received it and updated me of changes daily. I was surprised to have the payment in my bank account within a couple days. So far I’m very happy with the insurance and love FetchPetInsurance

I started with go PetPlan which recently became Fetch. I had the insurance on both of my boys since I got them 13 and 14 years ago. All insurance should be as easy to deal with as these guys! Unfortunately I just lost my older dog. Toughest decision I had to make, but it wasn’t about the money. I knew Fetch would cover his bills and they did. Not only that but I submitted on Thursday and got the notification that it was done and payout on its way on Monday! Thank you. I’m still grieving my baby but you made it so I have one less thing to worry about!