Product Name
Fetch Pet Plan
What this TMD is for
This Target Market Determination (TMD) applies to the Insurance component of the Fetch product. It was prepared on and is effective from 07 May 2025 and will be reviewed on 07 May 2026.
What this TMD does
This TMD describes:
The types of customers this product is designed and appropriate for
The distribution conditions or restrictions associated with the product
The standard review conditions and review triggers for the document
The reporting of issues to the issuer of the product
This TMD doesn't provide product advice or consider customers' personal needs, objectives or financial situations.
What our product does
Our Product has been designed for people who want cover towards eligible vet expenses experienced by pet dogs and cats (as briefly outlined below). The Product Disclosure Statement (PDS) & Financial Services Guide (FSG) provide full detail about the product and should be reviewed before buying.
Cover type: Cover for both accidental injuries and illnesses
Benefit percentage: 80%, 90% or 100% of eligible vet bills
Excess: Customers selecting 80 and 90% cover can chose from $0, $100 or $200 excess. Customers selecting 100% cover have a $100, $200 or $500 excess. Excesses apply once per separate condition for the duration of the plan.
Annual benefit: Limit Up to $30,000 per year
Sub-limits: No annual limits apply to conditions covered by this plan
Additional cover: In addition to conditions covered by the plan, we cover:
Food - for 1 month to treat a chronic condition or whilst in hospital
Emergency boarding - 2 weeks
Behavioural, Physio, Complimentary therapy - one course each
Our Product is a monthly plan, which can be cancelled at any time by the customer. The plan can only be used via the Fetch app, which must be downloaded and setup once plan purchase has been completed.
Customers in our target market and their objectives
The target market is pet dog or cat owners who want insurance to cover vet treatment costs. The product is related to the target market because it'll cover vet treatment costs for eligible expenses.
The likely objective of customers in the target market is:
Contribution towards eligible veterinary expenses they incur, to help ensure their pet can receive appropriate treatment and reduce the cost of that treatment to the customer.
Want to insure a dog or cat over the age of 8 weeks old and younger than 10 years old at the time of taking out the plan.
Customers in the target market will be able to afford to pay:
Their monthly premiums for the product, which are subject to periodic review and will increase over time due to factors such as the pet’s age and vet treatment costs;
Any veterinary expenses above the accepted claim amount, including: their contribution (where applicable); costs above the applicable benefit percentage (where applicable); treatment not covered by their plan; and treatments which cost more than the annual benefit of $30,000; and
The full amount for treatment upfront to the vet before seeking claims reimbursement for the eligible expenses, unless using Fast Claims which include direct vet claims payments (in which case, customers need to be able to pay their contribution upfront). Customers will be able to check with their vet prior to authorising treatment whether they'll be able to utilise Fast Claims.
Customers in our target market:
Must own or have full access to a smartphone, which can connect to the internet and download and use apps from the iOS App Store or Google Play Store in the Australia region;
Are digitally literate and capable of downloading, installing, and using the Fetch mobile application (Fetch App) which is the primary channel for accessing your PDS, purchasing, managing, and making claims under this product, as well as receiving updates and customer support, as the Fetch plan is solely app-based;
Are willing and able to receive all communications, including policy documents, disclosures, updates and claims correspondence, electronically via the Fetch App.
Customers who don't meet our target market
Customers who this product may not be suitable for:
Want to cover vet treatment costs for previously known issues or conditions (pre-existing conditions);
Do not have a smart phone or reliable internet access;
Are unwilling or unable to use a digital-only platform for product access, servicing, and claims;
Prefer face-face, postal, or telephone-based insurance services;
Want to insure a pet that is not a dog or a cat;
Want to insure a dog or cat over the age of 9;
Want to insure any non-pet dog, like a guard dog;
Want to insure a dog or cat that is waiting for a veterinary consultation or receiving treatment when they purchase the plan;
Want to insure a dog or cat that has been unwell or shown any abnormal signs, symptoms or behaviours including exercise, eating, drinking and urinating patterns, in the two weeks before they purchase the plan;
Want to insure a dog or cat who’s appearance, including signs of hair loss or skin issues has changed in the two weeks before they purchase the plan;
Are unwilling to share the vets your dog or cat has visited;
Want to insure an animal that's declared restricted, dangerous or menacing;
Wish to seek cover for third-party/legal liability;
Wish to seek cover outside Australia;
Wish to seek cover for routine care, grooming, desexing and breeding;
Wish to seek cover for elective and cosmetic procedures;
Cannot afford to pay the applicable premium, upfront veterinary expenses before submitting a claim (unless Fast Claims is used), and/or veterinary expenses that are above the accepted claim amount;
Have had any insurance cancelled, voided or refused in the last five years.
When applying for our product, the questions asked and the process followed by a customer will determine whether they fit the target market. Questions should be answered honestly and accurately to ensure the product is purchased by a customer who's part of the target market.
Our target market by product type and level
Our insurance product is the same regardless of cover level.
Excess levels and customer preferences:
We offer a range of excess levels to suit different customer needs.
Lower excess options (e.g. $0 or $100) may suit customers who want more cover for frequent or smaller vet bills.
Higher excess options (e.g. $200 or $500) may suit customers who are comfortable covering smaller bills themselves and want insurance mainly for larger, unexpected costs.
Benefit percentage:
We offer a range of Benefit Percentages - 80%, 90%, or 100% of eligible vet bills to give customers flexibility in choosing a level of cover that suits their budget and personal preference.
Lower cover (e.g. 80%) may appeal to those who want a lower monthly premium and are comfortable sharing more of the cost at the time a claim is made.
Higher cover (e.g. 90% or 100%) provides greater peace of mind, especially for those who want minimal out-of-pocket expenses if their pet needs treatment.
How we distribute
We distribute our product directly to customers, as Fetch (ABN: 48 651 642 189, AFSL: 540762), acting on behalf of Pacific International Insurance Pty Ltd (ABN 83 169 311 193, AFSL: 523921), via our website, the Fetch app and indirectly through authorised distribution partners.
When we review this TMD
We'll review this document annually. We'll also review this document if we believe it's no longer appropriate. This could be because:
Our product changes
Our distribution methods change
There are changes to regulations or laws
There are compliance breaches
We have relevant customer feedback
If we become aware of any issue, event or circumstance that reasonably suggests the TMD is no longer appropriate, we'll review it as soon as practicable, but no later than within 10 business days.
What and when we report to the Product Issuer
We'll report to the issuer of the product monthly on:
Complaints number and nature
Product cancellation reasons
Any sales made outside the target market