The will deny claims that clearly meet the terms and conditions. They are the worst of what an insurance company can be, one that just seeks to take your money for profits but don’t think they need to follow their own terms. Customer service and claim reps are unhelpful. Terrible company.

HORRIFIC. I have been a customer since the petplan days (which was acquired by Fetch by Dodo and now is Fetch). My insurance has just DOUBLED. Went from $80 to $170 OVERNIGHT. NO explanation other than a new underwriter. THIS IS ABSOLUTELY outrageous, ZERO response from Fetch customer service, no explanation.

This pet insurance was better when it was still Petplan and underwritten by AXA XL. Since it was taken over by Fetch and now underwritten by Axis Capital, they've become ridiculously unreasonable and nearly double the premiums during the yearly renewal with no justification other than the standard "age of pet and cost of veterinary care." My dog is not even a senior yet by veterinary standards and his age didn't double in 1 year to justify nearly doubling the premium! Also, considering most responsible pet owners who bother to pay for pet insurance are highly likely also taking their beloved pets to annual check ups, it's very easy to prove that the cost of veterinary care has also not doubled in the past 1 year to justify doubling the premium. Another major reason to not choose Fetch: they now try to exclude absolutely everything as a pre-existing condition even if it means using illegal practices to do so. If you want to donate your money to a company that doesn't care about your pets and is just after your money, then Fetch is definitely the pet insurance company for you!

Spent about $1000 on insurance and was denied because the newly diagnosed condition was unknown before I got the dog. Paid out of pocket approximately 3K. Paid for insurance 1K; they covered nothing. They made me wait for a review; then they made me wait another 45 days to dispute the denial. Didnʻt answer my email..refused to issue me a refund even when cancelling and refunding 3 unused days not even mentioning the lying that occured. DONT EVER USE FETCH. YOU CANNOT TRUST THEM

I want to cancel the insurance, which i had to sign up for when adopting a pet and there is no way to do it, not even a how to in the help section nor a phone number or email to contact in any easy place to find.

Read negative reviews first and do your research and think carefully before signing up—especially if you’re expecting compassionate, reliable service in times of need. The negative experiences are not isolated incidents; they are part of a larger pattern that shouldn’t be ignored.

Please, please trust me and do not use this company for pet insurance. While the fees are reasonable, the website is an actual pain in the butt to use. I sent invoices and all of my pets medical records, but my claims were denied because they kept saying the medical records were incomplete. I called, after having to search high and low for an actual phone number, and spoke to several agents who said, no everything you provided is sufficient, yet I keep getting emails that my claim is on hold because I'm missing documents. And then I find out that I can't even claim my actual visit anyway because my vet won't split out the vet visit for vaccinations, so I can't claim that either (not the fault of Fetch) however, very frustrated dealing with this company. Save your money and don't spend with this company, it's a complete waste of money.

Don't bother with this insurance. I have a 3 year old dog that we adopted. The poor thing has had one problem after another. I have sent claims to Fetch months ago and still have not been paid. I called yesterday and had an automated answer that said the claims where closed. I called my husband who received the same message but no answer to when we would be reimbursed. When I called today (the day after my call) the woman said they where waiting for more information. I sent it to them over a month ago! She said my claim was still opened. Does anyone know what's going on over there? I just received another bill from the Vet for over 900 dollars. She needs an operation for 8000 dollars. I'm sorry to say the poor girl at Fetch got an ear full from me. If we do not receive a check in the next two weeks I'm canceling this policy.

Update: Thank you for responding, Fetch. I’ve followed up via email, as I’m documenting this issue for a formal complaint. I’ve also submitted a PIPEDA request to better understand how this decision was made. I’ll continue to update this review based on how the situation unfolds. At the time of this update, I have not been offered any option to restore my original coverage—even with increased premiums. I’m hoping for transparency and a fair resolution, especially as a long-standing customer managing a chronic illness. Original post: I’ve been a Fetch customer for several years. Our dog was recently diagnosed with a chronic condition, and shortly after filing a claim, I was informed that our reimbursement rate would be reduced from 80% to 60% at renewal. I was not given the option to maintain or upgrade the coverage—even at a higher premium. This feels particularly unfair, especially as we now depend more than ever on consistent reimbursement for ongoing treatment. It also appears that this downgrade was triggered by higher claim use, which raises serious concerns about how long-term customers are treated once their pets become expensive to insure. I’ve submitted a formal complaint to Fetch and am currently gathering stories from other policyholders to determine whether this is an isolated experience or part of a broader pattern. I hope to see better transparency and support from Fetch moving forward.

We chose Fetch because it promised peace of mind. For years, we paid our premiums without issue. But after our dog was diagnosed with a chronic condition and we submitted a large claim, our coverage was downgraded at renewal—with no option to keep the plan we originally signed up for, even if we were willing to pay more. Now we’re left trying to afford ongoing medical care for a condition we assumed would be covered for the life of our pet. We can’t switch insurers because of pre-existing condition exclusions, so we’re essentially trapped with reduced coverage and rising costs. Fetch may offer decent coverage when your pet is healthy—but if your dog actually needs long-term care, don’t assume your plan will stay the same. I would advise anyone considering them to read the fine print carefully and ask specific questions about how renewal decisions are made.