TERRIBLE COMPANY. This company is incompetent. They won't approve anything and are terrible. Your denied claims DO NOT go towards your deductible. Something I wish they would have disclosed in the policy when signing up. My pet had a cough due to something completely different than what he is dealing with now, and they won't approve his claims of over $1500 because they think it's pre-existing. I even had my Vet write a letter claiming it was not pre-existing. Still won't approve. I then used their Rx platform to order my dogs antibiotics, I paid for next day shipping. Well it's been 6 days and my pets meds are still not here. When I asked about it, they said someone used a USPS label instead of the FedEx label they were supposed to use that I paid for. The rep said that it would be delivered today, but now it's saying tomorrow. What the heck. I HATE THIS COMPANY. I have never used such a sad excuse for a pet insurance company till Fetch. My pet is battling pneumonia and a collapsed lung and has been without his antibiotics for an ENTIRE WEEK. While the reps are competent and accommodating, the company they work for is such a scam. I am spreading this far and wide and plan to take this to social media to spread the word even further not to use this company.

Fetch Insurance has the worst customer service I’ve ever experienced. After dealing with them, we decided to switch to Embrace Pet Insurance, which was not only more affordable but also offered a far better experience. The tipping point with Fetch came a month ago when we submitted a claim. They rejected it, claiming the issue wasn’t covered, even though when we signed up, they specifically told us cases like this would be covered. When I reached out for clarification on what exactly the upgraded wellness plan covered—trying to justify the extra cost—they responded with an incredibly passive-aggressive email. Instead of addressing my concerns, they suggested that if I wasn’t happy, I could call to discontinue their service. That incident left a sour taste, and we decided it was time to move on. Over the past few months, we’ve transitioned to Embrace, and now that my Embrace policy is fully active, I called Fetch today to cancel. The experience was just as bad as before. After waiting on hold for 20 minutes—which I could tolerate—the customer service representative who finally answered was condescending and unapologetic. When he asked why I was canceling, I told him it was due to their rude customer service. He completely ignored my response and said dismissively, “Oh, so you already switched then? Okay, all right, you should get an email soon. We’ll cancel your service tomorrow.” Note - I’m not upset about my claim being denied—I understand that businesses need to make money to pay their employees, and I can sympathize with that. What I can’t tolerate, however, is the blatantly rude, negative, and sarcastic attitude of two random Fetch agents I happened to interact with. Either I’ve had extremely bad luck, or Fetch has so many poorly trained agents that even random interactions result in bad experiences. How does a company like Fetch manage to survive in this day and age with such terrible customer service? And how are they still popular?

TERRIBLE COMPANY. This company is incompetent. They won't approve anything and are terrible. Your denied claims DO NOT go towards your deductible. Something I wish they would have disclosed in the policy when signing up. My pet had a cough due to something completely different than what he is dealing with now, and they won't approve his claims of over $1500 because they think it's pre-existing. I even had my Vet write a letter claiming it was not pre-existing. Still won't approve. I then used their Rx platform to order my dogs antibiotics, I paid for next day shipping. Well it's been 6 days and my pets meds are still not here. When I asked about it, they said someone used a USPS label instead of the FedEx label they were supposed to use that I paid for. The rep said that it would be delivered today, but now it's saying tomorrow. What the heck. I HATE THIS COMPANY. I have never used such a sad excuse for a pet insurance company till Fetch. My pet is battling pneumonia and a collapsed lung and has been without his antibiotics for an ENTIRE WEEK. While the reps are competent and accommodating, the company they work for is such a scam. I am spreading this far and wide and plan to take this to social media to spread the word even further not to use this company.

I have not had any issues with a claim being denied, or a delay in reimbursement. My biggest issue with Fetch is how much my monthly rate has increased over 5 years. From when I first enrolled to the new annual premium I've just received, I am paying 78 dollars a month more and $1000 more annually. It's becoming unsustainable and I feel that I am penalized for making any claims because you get a 10% penalty for reimbursement over $250.

Fetch denied medical coverage due to lack of documentation requirement that is found on one sentence of a 36-page claim document. Even though my pet had no pre-existing medical conditions - Fetch denied the claim and was delinquent in providing updates about their review process claiming several 'truths' such as claim documentation takes up to a week to upload and it takes several days to review, etc. I wasted over a thousand dollars on a policy and hours on the phone chasing an insurance company and trying to convince them to do the right thing to no avail. --------------- In response to the reply from Fetch - I believe your understanding of our situation is inaccurate which isn't surprising considering I receive conflicting information from Fetch regularly. Here are the facts: My pre-authorization for coverage was for the leg not previously injured and surgically repaired which Fetch also denied, but as it was pre-existing I did not dispute that conclusion. What was very disappointing to learn was the other leg was not covered despite having medical evidence from the veterinarian that it was in good health both at the inception of the policy but also at the 30-day mark of the policy when there was an expectation for us to provide 'a certificate of knee health' to indicate there was no pre-existing condition of that leg. Fetch decided that because that exam and 'certificate' wasn't provided to them in the first 30 days - they would stand on that very specific and shaky ground to leverage the opportunity to deny coverage suggesting they place higher value on profitability vs. customer experience and/or pet health. The choice to do the right thing was simple - yet it wasn't taken so I am offended at any communication from Fetch which indicates sympathy. If Fetch was sympathetic or empathetic to our situation they could make the choice to cover a 'certified' healthy knee that was healthy for the first 6 months of the policy (the entirety of the waiting period). Instead they chose to bow out because the notation of health occurred on day 60 vs. 30. Even though we all know that if the knee was healthy on day 60 it was certainly healthy on day 30. If you're truly sorry then cover the claim or just refund me the money I've wasted on this policy so I can try to cover these medical expenses myself.

1. It is frustrating to use your chat system as it was not getting me anyware. Due to circumstances with regard to using my debit card, I wish to make payments via e-checks which is more secure; and 2. I submitted a claim (2nd time) on December 16 and I have heard anything as to the status. The virtual chat system is not totally appropriate

We chose this insurance first 5 years all good a few claims but that is what you pay for …. Right? Last year insurance premiums were about to go up 70% REALLY !!!! We chose to drop coverage from $15,000.00 to 10,000.00. Lo and behold this year our dogs insurance is going up from a little over a thousand dollars a year to $1660.00 a year REALLY….. so I guess they just keep bumping it up until a person either gets pissed off and cancels or to be able to afford it a person keeps dropping the coverage until it’s pointless to have it at all but they still sucked the coverage out of you for 5 plus years when your pup is at their best …. Young and healthy. This is so sad thus company is not for the pet it’s for their corporate greed I would not recommend them to anyone. Should have stayed with Trupanion

Total scam. The other reviews here must have been auto generated. Does not give you policy before you buy. You put in credit card and they charge it right away - without registering pet or give you any policy details. As others have noted, they also deny everything and say everything is pre condition. they can do that because they dont offer any legal policy contract. Scam .

I think that all the preventative costs should count for at least some of the deductible. The dogs could be sick from not doing those things and you cover sickness right? I thought that after the deductible was filled, you paid 80%. I received about 171.00. That isn’t 80% of the remaining 289.00. Can you explain please?

Slow website. If I am paying just for illness and not for wellness at this rate, I am cancelling asap.