Fetch Pet Insurance

Fetch Pet Insurance: pet insurance for dogs and cats in Australia

Fetch Pet Insurance is a pet insurer operating in Australia that sells its policies mainly through a mobile app. The company presents itself as an alternative with cover up to AU$40,000 per year, no condition sub-limits and the option to pay claims directly to the vet through its FetchPay system.

Cover and conditions

The insurer states that it covers all conditions, including hereditary ones, for all breeds, provided they are not pre-existing. Among the conditions mentioned in its communication are hip dysplasia, cancer, IVDD, BOAS, diabetes, cruciate problems, as well as behavioural treatments, food, physiotherapy, dental, boarding and lost pets. The advertised annual cover is $40,000, with the option of reimbursement up to 100% or a $0 excess, and no condition sub-limits.

The company details the applicable waiting periods: 2 days for injuries, 30 days for illnesses, dental and behaviour, and 90 days for conditions specified in the PDS. However, it notes that it is possible to skip these periods by completing a health check in the app or uploading a quick video.

FetchPay and direct payment to the vet

Fetch offers a system called FetchPay that allows the vet to submit the claim and receive payment directly from the insurer. This service is available once pre-existing condition checks are set up and when the vet enables FetchPay. The company also mentions the possibility of pre-approving claims by sharing the pet's health history.

Customer service and vet support

The company provides 24/7 vet support via in-app chat or by phone for emergencies. Its phone support hours are 8:00 to 20:00 Monday to Friday, 8:00 to 17:00 on Saturdays and 8:00 to 13:00 on Sundays and public holidays, Australian Eastern Time.

Pricing model and cancellation

Fetch charges a flat monthly fee and states that it does not profit from not paying claims. It indicates that it does not negotiate the price at renewal, but applies the actual price, and that the customer can cancel at any time without cancellation fees, with a refund for the remaining days.

Ratings and adoption

The company states it has more than 40,000 pets insured and presents itself as the highest-rated pet insurer on Google with 4.9 stars. Its communication includes customer testimonials highlighting the ease of use of the app, the transparency of the cover and the local customer service.