It is going on my 2nd month and they say they reimbursed me but didn't. They also are taking alot longer on older claims than new ones that they aren't even reimbursing when they say they did. I don't understand when they have all the appropriate paper work. I think they want you to make more premium payments before they actually pay you. Just my thought lol. Not facts. They need to speed up the process because that is very inconvenient. If I would have known I would not have signed up. Im going to give a little longer though and see

I am writing, yet again, to express my growing frustration and disappointment regarding a recurring issue with my monthly claims—an issue that has persisted for nearly three years without resolution. Despite providing clear, written documentation from my veterinarian—filed with my account—stating that both of my dogs require AGE every month, your team continues to process these claims incorrectly. I submit this documentation with every invoice and even highlight the AGE section to eliminate any possibility of confusion, yet the same mistake occurs month after month. This repeated failure is inexcusable. It demonstrates either a serious lack of training within your claims department or a complete breakdown in internal processes. I have been given the same tired explanations for years: new staff, understaffing, account flags being “missed,” system issues. At this point, those excuses are not only insufficient—they are insulting. Three years is more than enough time to identify the problem and implement a permanent fix. Your service is failing to meet even the most basic standards of accuracy and accountability. As a paying customer, I expect consistency, reliability, and professionalism. What I am receiving instead is systemic incompetence and indifference. Were it not for the restrictions posed by pre-existing condition exclusions, I would have moved on long ago. Sadly, I am effectively trapped in a relationship with a provider that repeatedly demonstrates it cannot meet its obligations. I am formally requesting that this issue be escalated to a senior-level decision-maker with the authority and competence to implement a systemic resolution. I should not be forced to waste my time each month correcting the same preventable error. This is wholly unacceptable and deeply disrespectful of my time, my effort, and my loyalty as a long-term customer. Furthermore, I find it entirely inappropriate to be told that I must contact your office *again* when this issue has already been flagged multiple times. If resolution is truly a priority, the responsibility should be on *you* to contact *me*—not the other way around. I expect a prompt and thorough response to this message, along with confirmation that meaningful corrective action is being taken. Enough is enough.

This company discourages claims. Does not pay claims. They want six months of records from your veterinarian even when your pet is not yet six months old! How do you manage that? My veterinarians are busy enough without Figo bothering them, for goodness sake!

The application was terrible. Didn’t load, wouldn’t advance so I called and received excellent phone service. I’ve been with VPI for 25 years and have nothing but respect for your services and your claims app. But today was frustrating.

Reps of this company (Fetch Inc / Fetch Pet Insurance) were on premises at an animal shelter and people adopting an animals (including me) were required to speak with a Fetch rep about pet health insurance prior to completing the adoption process (making payment for the animal). The Fetch rep verbally told me the pet health insurance policy was "no-risk because the first month would be free". Any subsequent month premiums would be a set amount which I was quoted verbally by a rep using rather high-pressure sales tactics, imo, and at a vulnerable moment when I was trying to pay attention to the newly adopted puppy I was literally holding in my arms. The policy coverages, endorsements, and policy number were not ever provided to me in writing — even tho the Fetch rep took my payment information at time of adoption. Two days later a debit amount appeared on my bank statement for more than the monthly premium amount quoted to me by the Fetch rep on adoption day (and per bank statement, Fetch also set this up as a monthly autopay — I never approved the debit amount charged nor recurring pre-authorized monthly premium payments.) I tried ro contact Fetch Inc to cancel any policy existing (after receiving a letter via USPS that implied I had a policy, but no policy number appeared on the letter nor did any contact info for Fetch Inc customer service). There are no direct ways (that I could find) on the Fetch website that allowed me to contact or to speak directly with an agent or customer service rep (calls during business hours M-F were directed to an answering service) to resolve these issues. Message I left with the answering service was never returned by anyone at Fetch Inc.. The shelter outtake process was rushed, chaotic, shoulder-to-shoulder (new owners and their pets). The shelter invoice listed 'Fetch Inc.' as a line item and $0.00 payment for that line item. I took that to mean I had declined coverage. In hindsight, a non-profit shelter partnering so closely (insurance reps on premises that are required as part of outtake process) with a for-profit insurance company seems suspect on the face of it. Of course, by then I had already selected a puppy. btw, this shelter also does not even allow potential adopters to enter the shelter prior to filling out a form — seems this hides from public view that an insurance company is on premises and is part of the outtake process required by the shelter. I will be reviewing and identifying the animal shelter in a separate review. Cannot recommend this pet insurance company.

Increased policy by a couple thousand every year on top of the $400 deductible that doesn’t cover preventative care, dental, etc. They want over 8k this year & once a dog is 16 they have preexisting conditions other companies won’t cover - so embrace takes advantage of that.

New member, first claim, but it's been over 10 days and I have heard noting about my claim. I also have no way to upload banking info for ach transfer. We will see how this goes.

For starters, I’ve been with this company since 2020. I’ve actually never had to “use” the insurance, but of course I got it for emergencies. My Chihuahua is 6 years old with very minimal health issues. My coverage went from the 40s, to the 50s, and now it’s at the 70s. I understand the factors that affect rates but what they are charging me now just isn’t justifiable. And the customer service is beyond poor. So I’m absolutely leaving this company and would encourage others to be very careful with them as well. You can definitely get cheaper elsewhere with great coverage and a company that actually cares about the clients that it serves.

I have submitted several claims for my dog now and it always seems to be something as to why they won't cover it. The first one was super frustrating because they said it was a preexisting condition despite my vet literally submitting a document that clarified the actual symptom start date within the coverage period and they still won't cover it. Then the next claim they are saying they won't cover because the Dr isn't on some recommended list that isn't mentioned anywhere in any of the coverage docs... I'm more than a little frustrated and definitely am feeling like the monthly premium I pay for his coverage is a money grab and a waste of my money! I also have my horses covered, and just submitted my first claim for one of them, and they are trying to deny coverage because there isn't enough medical history... uh ya they weren't sick or injured so they didn't go to the vet for anything but routine shots... so how could there be medical history other than that? Ridiculous.

My pet had cataract eye surgery in which they paid based on my policy. The next year they raised my deductible and lowed my reimbursement rate, but didn’t change my annual coverage.( I was surprised they kept my annual coverage at the rate I had originally selected) All these changes were due to my pet eye surgery. He had cataracts in both eyes. It’s like they penalized me for his surgery. They informed me that I can never have a lower deductible or a higher reimbursement rate as long as I with their company. This year they are raising my quarterly rate from $56.92 to $72.99. I had No payouts this period, but my quarterly payment increased by $16.07. I was informed by a letter. I’m in the process of changing from this insurance company-FETCH. All I can say, Don’t have major surgery for your pet, YOU WILL definitely be penalize for this!!!!