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Who's Fetch?

Who's Fetch pet insurance?

Hey 👋 we’re Fetch, a team of vets, techies, and insurance pros building amazing insurance 💚 and a go-to pet health app 📲. With experience caring for 1,000,000+ pets, all our team have backgrounds in pet health as vets or vet nurses, or with leading insurers around the world. We launched in 2023 and have already become the highest-rated pet insurance on ProductReview with a 4.9 ⭐️ rating.

We’re backed by a strong team of Aussie and international investors, including Airtree, vets, insurance CEOs, pet retailers, brand and marketing experts, start-up founders, and tech leaders. We have our own Australian Financial Services License (540762), and we’re underwritten by Pacific International Insurance (ABN 83 169 311 193).

Who's Fetch pet insurance?

Who is the insurer?

We look after you and your pet under our Australian Financial Services Licence (AFSL). This means Fetch takes care of everything from building the product, paying claims, to chatting to you about all things pets! The insurance is issued and underwritten by an APRA licensed underwriter called Pacific International Insurance, who have around 20 years insurance experience in Australia.

Who is the insurer?

How does Fetch make money?

To look after you and your pet, we keep a flat percentage of every plan sold. Our percentage stays the same whether you make a claim or not. We operate under our Australian Financial Services Licence (AFSL), the insurance is underwritten by an APRA licensed underwriter called Pacific International, who have around 20 years insurance experience in Australia.

How does Fetch make money?

How does pet insurance work?

Does Fetch cover routine care or vaccinations?

We cover vet consults as part of diagnosis and treatment for covered condition. But, we don’t cover routine care like vaccinations, preventatives, or general check ups. You can read more here

Does Fetch cover routine care or vaccinations?

We cover vet consults as part of diagnosis and treatment for covered condition. But, we don’t cover routine care like vaccinations, preventatives, or general check ups. You can read more here

Does Fetch cover routine care or vaccinations?

We cover vet consults as part of diagnosis and treatment for covered condition. But, we don’t cover routine care like vaccinations, preventatives, or general check ups. You can read more here

Does Fetch cover routine care or vaccinations?

We cover vet consults as part of diagnosis and treatment for covered condition. But, we don’t cover routine care like vaccinations, preventatives, or general check ups. You can read more here

How do pet insurance excesses and contributions work?

When you make a claim, you’ll need to pay an amount towards the claim, called your contribution. This includes your excess, the remaining cover percentage, and any items which your pet’s plan doesn't cover.

Excess: is the fixed amount you pay as part of your contribution towards a claim. You only pay once per condition. For example, a cruciate rupture with subsequent arthritis in the knee would be one condition with one excess.
Cover Percentage: is the amount Fetch covers after the excess is applied. For example, if you claim $1,000 with a $100 excess and 90% cover, you pay $190 ($100 excess + 10% of $900), and Fetch covers $810.
How it works: If your vet allows direct payments, and during opening hours, we can cover the invoice directly with them after you pay your contribution in-app. This includes the excess, cover percentage, non-covered items, and amounts over your limit. If you’ve paid the vet already, we’ll reimburse you. 💵

For more details and examples, check our PDS.

How do pet insurance excesses and contributions work?

Excess: is the fixed amount you pay as part of your contribution towards a claim. You only pay once per condition. For example, a cruciate rupture with subsequent arthritis in the knee would be one condition with one excess.
Cover Percentage: is the amount Fetch covers after the excess is applied. For example, if you claim $1,000 with a $100 excess and 90% cover, you pay $190 ($100 excess + 10% of $900), and Fetch covers $810.
How it works: If your vet allows direct payments, and during opening hours, we can cover the invoice directly with them after you pay your contribution in-app. This includes the excess, cover percentage, non-covered items, and amounts over your limit. If you’ve paid the vet already, we’ll reimburse you. 💵

For more details and examples, check our PDS.

How do pet insurance excesses and contributions work?

Excess: is the fixed amount you pay as part of your contribution towards a claim. You only pay once per condition. For example, a cruciate rupture with subsequent arthritis in the knee would be one condition with one excess.
Cover Percentage: is the amount Fetch covers after the excess is applied. For example, if you claim $1,000 with a $100 excess and 90% cover, you pay $190 ($100 excess + 10% of $900), and Fetch covers $810.
How it works: If your vet allows direct payments, and during opening hours, we can cover the invoice directly with them after you pay your contribution in-app. This includes the excess, cover percentage, non-covered items, and amounts over your limit. If you’ve paid the vet already, we’ll reimburse you. 💵

For more details and examples, check our PDS.

How do pet insurance excesses and contributions work?

Excess: is the fixed amount you pay as part of your contribution towards a claim. You only pay once per condition. For example, a cruciate rupture with subsequent arthritis in the knee would be one condition with one excess.
Cover Percentage: is the amount Fetch covers after the excess is applied. For example, if you claim $1,000 with a $100 excess and 90% cover, you pay $190 ($100 excess + 10% of $900), and Fetch covers $810.
How it works: If your vet allows direct payments, and during opening hours, we can cover the invoice directly with them after you pay your contribution in-app. This includes the excess, cover percentage, non-covered items, and amounts over your limit. If you’ve paid the vet already, we’ll reimburse you. 💵

For more details and examples, check our PDS.

Does pet insurance cover pre-existing conditions?

Unfortunately, we can’t cover pre-existing conditions 🙁. These could be any injury, illness, behavioural problem, or other issue that started before your pet’s cover is active (including in any waiting periods ⏱️). This could also include any signs or symptoms you noticed, even if the condition has yet to be seen or diagnosed by a vet.

Pre-existing conditions could include hereditary or congenital conditions, as well as bilateral conditions or linked conditions which are related to other conditions, for example, arthritis following joint damage.

Why doesn’t Fetch cover pre-existing conditions?

Like most pet insurers, we can’t cover pre-existing conditions because our cover and pricing are set at a rate that assumes your pet has the usual chance of having any issues for their breed, not if they already have them. However, we’d like to be able to design a product that could cover pre-existing conditions in the future.

When will I find out about my pet’s pre-existing conditions?

The great thing about Fetch, is our Fast Claims ⚡️ process, where we check for any pre-existing conditions with your vets so you know this upfront, rather than at claim time. Once Fast Claims have been set up and if we’ve also got your vet's payment details, we can check your claims quickly and pay the entire invoice directly to your vet. You only have to pay us your excess and contribution (including any excluded items).

Where can I see my pet’s pre-existing conditions?

You’ll be able to see these and any linked conditions in the plan section of your app.

How does Fetch determine pre-existing conditions?

We base this primarily on your vet notes and we look at pre-existing conditions on a true ‘cause and effect’ basis, rather than just excluding things because they are the same sign or symptom, or happened a few times.

What are some examples of pre-existing conditions for pets?

Seasonal allergies 🤧: If a pet requires treatment every spring for a seasonal skin condition, it is considered pre-existing.
Cushing's disease: Once diagnosed, the condition becomes ongoing and is likely to require lifelong treatment.
Limping following a jump from a car: if the limping is found to be due to a ruptured cruciate which happened when your pet jumped from the car, the ruptured cruciate and any other related issues like arthritis in the joint would be pre-existing. If it was a one off sprain which healed, it wouldn’t be pre-existing.
Behavioural issues: Unfortunately any previous behavioural issues, even if temporary, mean we can’t provide behavioural cover. See more here.
Dental disease: If your vet has noticed dental disease, we won’t be able to offer dental cover. Dental cover doesn’t impact other issues in the mouth (like tumours, or fractures) as long as they are unrelated to dental disease or pre-existing dental problems, see more here.
Elbow Arthritis: Even if diagnosed at an early stage when no treatment is required, the presence of arthritis in a particular location will progress so the condition is pre-existing.
Hip dysplasia: Diagnosed before taking out a plan or during waiting periods, it won't be covered, including related conditions like arthritis in the hips.

What are some conditions that aren't considered pre-existing?

Vomiting from eating something on a walk: If your dog ate something on a walk and became sick before your pet's plan started, it’s not considered pre-existing if it happens again after the plan starts.
Diarrhoea from overeating: As long as it didn’t lead to permanent damage, it’s not considered pre-existing.

If there’s anything else you’d like to know, or if we can be clearer on anything, please let us know!

Does pet insurance cover pre-existing conditions?

Why doesn’t Fetch cover pre-existing conditions?

When will I find out about my pet’s pre-existing conditions?

Where can I see my pet’s pre-existing conditions?

You’ll be able to see these and any linked conditions in the plan section of your app.

How does Fetch determine pre-existing conditions?

What are some examples of pre-existing conditions for pets?

Seasonal allergies 🤧: If a pet requires treatment every spring for a seasonal skin condition, it is considered pre-existing.
Cushing's disease: Once diagnosed, the condition becomes ongoing and is likely to require lifelong treatment.
Limping following a jump from a car: if the limping is found to be due to a ruptured cruciate which happened when your pet jumped from the car, the ruptured cruciate and any other related issues like arthritis in the joint would be pre-existing. If it was a one off sprain which healed, it wouldn’t be pre-existing.
Behavioural issues: Unfortunately any previous behavioural issues, even if temporary, mean we can’t provide behavioural cover. See more here.
Dental disease: If your vet has noticed dental disease, we won’t be able to offer dental cover. Dental cover doesn’t impact other issues in the mouth (like tumours, or fractures) as long as they are unrelated to dental disease or pre-existing dental problems, see more here.
Elbow Arthritis: Even if diagnosed at an early stage when no treatment is required, the presence of arthritis in a particular location will progress so the condition is pre-existing.
Hip dysplasia: Diagnosed before taking out a plan or during waiting periods, it won't be covered, including related conditions like arthritis in the hips.

What are some conditions that aren't considered pre-existing?

Vomiting from eating something on a walk: If your dog ate something on a walk and became sick before your pet's plan started, it’s not considered pre-existing if it happens again after the plan starts.
Diarrhoea from overeating: As long as it didn’t lead to permanent damage, it’s not considered pre-existing.

If there’s anything else you’d like to know, or if we can be clearer on anything, please let us know!

Does pet insurance cover pre-existing conditions?

Why doesn’t Fetch cover pre-existing conditions?

When will I find out about my pet’s pre-existing conditions?

Where can I see my pet’s pre-existing conditions?

You’ll be able to see these and any linked conditions in the plan section of your app.

How does Fetch determine pre-existing conditions?

What are some examples of pre-existing conditions for pets?

Seasonal allergies 🤧: If a pet requires treatment every spring for a seasonal skin condition, it is considered pre-existing.
Cushing's disease: Once diagnosed, the condition becomes ongoing and is likely to require lifelong treatment.
Limping following a jump from a car: if the limping is found to be due to a ruptured cruciate which happened when your pet jumped from the car, the ruptured cruciate and any other related issues like arthritis in the joint would be pre-existing. If it was a one off sprain which healed, it wouldn’t be pre-existing.
Behavioural issues: Unfortunately any previous behavioural issues, even if temporary, mean we can’t provide behavioural cover. See more here.
Dental disease: If your vet has noticed dental disease, we won’t be able to offer dental cover. Dental cover doesn’t impact other issues in the mouth (like tumours, or fractures) as long as they are unrelated to dental disease or pre-existing dental problems, see more here.
Elbow Arthritis: Even if diagnosed at an early stage when no treatment is required, the presence of arthritis in a particular location will progress so the condition is pre-existing.
Hip dysplasia: Diagnosed before taking out a plan or during waiting periods, it won't be covered, including related conditions like arthritis in the hips.

What are some conditions that aren't considered pre-existing?

Vomiting from eating something on a walk: If your dog ate something on a walk and became sick before your pet's plan started, it’s not considered pre-existing if it happens again after the plan starts.
Diarrhoea from overeating: As long as it didn’t lead to permanent damage, it’s not considered pre-existing.

If there’s anything else you’d like to know, or if we can be clearer on anything, please let us know!

Does pet insurance cover pre-existing conditions?

Why doesn’t Fetch cover pre-existing conditions?

When will I find out about my pet’s pre-existing conditions?

Where can I see my pet’s pre-existing conditions?

You’ll be able to see these and any linked conditions in the plan section of your app.

How does Fetch determine pre-existing conditions?

What are some examples of pre-existing conditions for pets?

Seasonal allergies 🤧: If a pet requires treatment every spring for a seasonal skin condition, it is considered pre-existing.
Cushing's disease: Once diagnosed, the condition becomes ongoing and is likely to require lifelong treatment.
Limping following a jump from a car: if the limping is found to be due to a ruptured cruciate which happened when your pet jumped from the car, the ruptured cruciate and any other related issues like arthritis in the joint would be pre-existing. If it was a one off sprain which healed, it wouldn’t be pre-existing.
Behavioural issues: Unfortunately any previous behavioural issues, even if temporary, mean we can’t provide behavioural cover. See more here.
Dental disease: If your vet has noticed dental disease, we won’t be able to offer dental cover. Dental cover doesn’t impact other issues in the mouth (like tumours, or fractures) as long as they are unrelated to dental disease or pre-existing dental problems, see more here.
Elbow Arthritis: Even if diagnosed at an early stage when no treatment is required, the presence of arthritis in a particular location will progress so the condition is pre-existing.
Hip dysplasia: Diagnosed before taking out a plan or during waiting periods, it won't be covered, including related conditions like arthritis in the hips.

What are some conditions that aren't considered pre-existing?

Vomiting from eating something on a walk: If your dog ate something on a walk and became sick before your pet's plan started, it’s not considered pre-existing if it happens again after the plan starts.
Diarrhoea from overeating: As long as it didn’t lead to permanent damage, it’s not considered pre-existing.

If there’s anything else you’d like to know, or if we can be clearer on anything, please let us know!

How do pet insurance waiting periods work?

A waiting period ⏱️ is the period of time you'll need to wait for your pet's cover to begin after their plan starts.

Fetch Pet insurance waiting periods

At Fetch, we have specific waiting periods for different types of cover:

Injuries (e.g., a broken leg from a fall or a cut paw): 48 hours
Illnesses (e.g., a tumor or kidney disease): 30 days
Specific Conditions (Cruciate Ligaments, Patellar Luxation, Hip Dysplasia, Elbow Dysplasia, BOAS, Cherry Eye): 90 days

Skip waiting periods with Fetch ⏭️

Fetch allows you to skip the waiting periods through a simple in-app process. 📲 After signing up, follow the instructions so we can check your pet looks healthy. If everything checks out, we can skip the waiting periods for your pet. ✅ We typically complete this review within 1 working day.

In the cover section of your app, you can see the countdown of waiting periods and when they’re skipped.

Fast Claims and pre-existing condition checks 👩‍⚕️

Waiting periods are separate from checks for pre-existing conditions. These conditions might still be excluded as a pet could appear healthy but have underlying or ongoing issues.

Fetch offers an upfront check for pre-existing conditions. After signing up, let us know your vet's details in the app. We’ll contact them for your pet's records and inform you of any pre-existing conditions that aren’t covered. This process usually takes a few weeks depending on when we hear back from your vets.

How do pet insurance waiting periods work?

A waiting period ⏱️ is the period of time you'll need to wait for your pet's cover to begin after their plan starts.

Fetch Pet insurance waiting periods

At Fetch, we have specific waiting periods for different types of cover:

Injuries (e.g., a broken leg from a fall or a cut paw): 48 hours
Illnesses (e.g., a tumor or kidney disease): 30 days
Specific Conditions (Cruciate Ligaments, Patellar Luxation, Hip Dysplasia, Elbow Dysplasia, BOAS, Cherry Eye): 90 days

Skip waiting periods with Fetch ⏭️

In the cover section of your app, you can see the countdown of waiting periods and when they’re skipped.

Fast Claims and pre-existing condition checks 👩‍⚕️

Waiting periods are separate from checks for pre-existing conditions. These conditions might still be excluded as a pet could appear healthy but have underlying or ongoing issues.

How do pet insurance waiting periods work?

A waiting period ⏱️ is the period of time you'll need to wait for your pet's cover to begin after their plan starts.

Fetch Pet insurance waiting periods

At Fetch, we have specific waiting periods for different types of cover:

Injuries (e.g., a broken leg from a fall or a cut paw): 48 hours
Illnesses (e.g., a tumor or kidney disease): 30 days
Specific Conditions (Cruciate Ligaments, Patellar Luxation, Hip Dysplasia, Elbow Dysplasia, BOAS, Cherry Eye): 90 days

Skip waiting periods with Fetch ⏭️

In the cover section of your app, you can see the countdown of waiting periods and when they’re skipped.

Fast Claims and pre-existing condition checks 👩‍⚕️

Waiting periods are separate from checks for pre-existing conditions. These conditions might still be excluded as a pet could appear healthy but have underlying or ongoing issues.

How do pet insurance waiting periods work?

A waiting period ⏱️ is the period of time you'll need to wait for your pet's cover to begin after their plan starts.

Fetch Pet insurance waiting periods

At Fetch, we have specific waiting periods for different types of cover:

Injuries (e.g., a broken leg from a fall or a cut paw): 48 hours
Illnesses (e.g., a tumor or kidney disease): 30 days
Specific Conditions (Cruciate Ligaments, Patellar Luxation, Hip Dysplasia, Elbow Dysplasia, BOAS, Cherry Eye): 90 days

Skip waiting periods with Fetch ⏭️

In the cover section of your app, you can see the countdown of waiting periods and when they’re skipped.

Fast Claims and pre-existing condition checks 👩‍⚕️

Waiting periods are separate from checks for pre-existing conditions. These conditions might still be excluded as a pet could appear healthy but have underlying or ongoing issues.

Does Fetch cover hereditary or genetic conditions?

We cover genetic conditions, which include hereditary and congenital conditions as long as they aren't defined as pre-existing. Pre-existing conditions are when you noticed signs or symptoms or the condition was diagnosed/treated before your pet’s cover was active (including in any waiting periods ⏱️). Learn more here.

Does Fetch cover hereditary or genetic conditions?

Are there breed-specific conditions or exclusions in pet insurance?

Fetch covers all illnesses and injuries. There aren’t any breed-specific exclusions and we have no condition sub-limits. We can’t cover pre-existing conditions, which we check for you as part of our Fast Claims process. We also don't cover restricted breeds, or any dog declared dangerous or menacing.

Are there breed-specific conditions or exclusions in pet insurance?

How do claims work?

How do I submit a pet insurance pre-approval?

We can do pre-approvals for you and your vet, here’s how it works:

Start pre-approval request: In-app 📲, go to treatments, and click ‘new pre-approval’. Let us know which vet your pet will visit. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll contact your vet for ‌the treatment estimate and medical history.
Process pre-approval: If Fast Claims is set up, it’s within opening hours, we can check cover in 15 minutes. If not, we’ll contact all your pet’s vets to get their medical records back, but this can sometimes take a few weeks. If it's an emergency, send us a chat so we can pick it up straight away.
After treatment: We can change the pre-approval to a claim. Your vet just needs to send us the updated invoice and medical notes. You can either pay your contribution in-app and we’ll pay the vet the full amount. Or we can reimburse you if you’ve paid the vet already. Please note things can change between pre-approval and claim, like treatment type or cause, which can affect the claim outcome. Pre-approvals are valid for 28 days.

How do I submit a pet insurance pre-approval?

We can do pre-approvals for you and your vet, here’s how it works:

Start pre-approval request: In-app 📲, go to treatments, and click ‘new pre-approval’. Let us know which vet your pet will visit. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll contact your vet for ‌the treatment estimate and medical history.
Process pre-approval: If Fast Claims is set up, it’s within opening hours, we can check cover in 15 minutes. If not, we’ll contact all your pet’s vets to get their medical records back, but this can sometimes take a few weeks. If it's an emergency, send us a chat so we can pick it up straight away.
After treatment: We can change the pre-approval to a claim. Your vet just needs to send us the updated invoice and medical notes. You can either pay your contribution in-app and we’ll pay the vet the full amount. Or we can reimburse you if you’ve paid the vet already. Please note things can change between pre-approval and claim, like treatment type or cause, which can affect the claim outcome. Pre-approvals are valid for 28 days.

How do I submit a pet insurance pre-approval?

We can do pre-approvals for you and your vet, here’s how it works:

Start pre-approval request: In-app 📲, go to treatments, and click ‘new pre-approval’. Let us know which vet your pet will visit. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll contact your vet for ‌the treatment estimate and medical history.
Process pre-approval: If Fast Claims is set up, it’s within opening hours, we can check cover in 15 minutes. If not, we’ll contact all your pet’s vets to get their medical records back, but this can sometimes take a few weeks. If it's an emergency, send us a chat so we can pick it up straight away.
After treatment: We can change the pre-approval to a claim. Your vet just needs to send us the updated invoice and medical notes. You can either pay your contribution in-app and we’ll pay the vet the full amount. Or we can reimburse you if you’ve paid the vet already. Please note things can change between pre-approval and claim, like treatment type or cause, which can affect the claim outcome. Pre-approvals are valid for 28 days.

How do I submit a pet insurance pre-approval?

We can do pre-approvals for you and your vet, here’s how it works:

Start pre-approval request: In-app 📲, go to treatments, and click ‘new pre-approval’. Let us know which vet your pet will visit. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll contact your vet for ‌the treatment estimate and medical history.
Process pre-approval: If Fast Claims is set up, it’s within opening hours, we can check cover in 15 minutes. If not, we’ll contact all your pet’s vets to get their medical records back, but this can sometimes take a few weeks. If it's an emergency, send us a chat so we can pick it up straight away.
After treatment: We can change the pre-approval to a claim. Your vet just needs to send us the updated invoice and medical notes. You can either pay your contribution in-app and we’ll pay the vet the full amount. Or we can reimburse you if you’ve paid the vet already. Please note things can change between pre-approval and claim, like treatment type or cause, which can affect the claim outcome. Pre-approvals are valid for 28 days.

How do I submit a pet insurance claim?

Start new claim: In-app 📲, go to treatments, and click ‘new claim’. Let us know which vet your pet visited. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll email your vet to upload the invoice and clinical notes to our portal.
Process claim: If Fast Claims is set up, it’s within opening hours, and your vet allows direct payments, we can work out cover in 15 minutes while you’re at the vet. You pay your contribution in-app, and we’ll transfer the full invoice to your vet. Otherwise, we can pay you ‌the covered amount after your contribution.

How do I submit a pet insurance claim?

Start new claim: In-app 📲, go to treatments, and click ‘new claim’. Let us know which vet your pet visited. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll email your vet to upload the invoice and clinical notes to our portal.
Process claim: If Fast Claims is set up, it’s within opening hours, and your vet allows direct payments, we can work out cover in 15 minutes while you’re at the vet. You pay your contribution in-app, and we’ll transfer the full invoice to your vet. Otherwise, we can pay you ‌the covered amount after your contribution.

How do I submit a pet insurance claim?

Start new claim: In-app 📲, go to treatments, and click ‘new claim’. Let us know which vet your pet visited. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll email your vet to upload the invoice and clinical notes to our portal.
Process claim: If Fast Claims is set up, it’s within opening hours, and your vet allows direct payments, we can work out cover in 15 minutes while you’re at the vet. You pay your contribution in-app, and we’ll transfer the full invoice to your vet. Otherwise, we can pay you ‌the covered amount after your contribution.

How do I submit a pet insurance claim?

Start new claim: In-app 📲, go to treatments, and click ‘new claim’. Let us know which vet your pet visited. You can track progress in-app, and we’ll notify you if we need more info.
We contact your vet: We’ll email your vet to upload the invoice and clinical notes to our portal.
Process claim: If Fast Claims is set up, it’s within opening hours, and your vet allows direct payments, we can work out cover in 15 minutes while you’re at the vet. You pay your contribution in-app, and we’ll transfer the full invoice to your vet. Otherwise, we can pay you ‌the covered amount after your contribution.

Does Fetch pet insurance have GapOnly®?

GapOnly® is a service offered by one insurance provider called Petsure, who distribute under many different brands. Fetch is building Fast Claims ⚡️, designed to make the claims process quick and easy for you and your vet. Here’s how it works:

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

Does Fetch pet insurance have GapOnly®?

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

Does Fetch pet insurance have GapOnly®?

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

Does Fetch pet insurance have GapOnly®?

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

How does Fetch Fast Claims work?

Fetch Fast Claims ⚡️ is designed to make the claims process quick and easy for you and your vet. Here’s how it works:

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

How does Fetch Fast Claims work?

Fetch Fast Claims ⚡️ is designed to make the claims process quick and easy for you and your vet. Here’s how it works:

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

How does Fetch Fast Claims work?

Fetch Fast Claims ⚡️ is designed to make the claims process quick and easy for you and your vet. Here’s how it works:

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

How does Fetch Fast Claims work?

Fetch Fast Claims ⚡️ is designed to make the claims process quick and easy for you and your vet. Here’s how it works:

Assess health history: When you first join Fetch, let us know your pet’s vets (including any previous vets) and we can check their health history to identify any pre-existing conditions. This helps you know your pet’s cover upfront.
Direct payments to vets: If your vet supports direct payments, Fetch can pay the entire invoice to your vet. You only need to pay your contribution (including any excluded items) in-app first. Fetch doesn’t charge any fees for this service, and we can pay your vet in real-time, depending on their bank.
Quick processing: Claims are checked and paid in just 15 minutes, during opening hours and once all necessary information is provided.

Does Fetch cover online pharmacy claims?

Fetch covers medication 💊 for covered conditions where your vet has provided a prescription. Please include a picture of the pharmacy invoice in your claim. We’ll also ask your vet for a copy of the prescription, and your pet’s history if the medication is for a new condition.

For more details, see How do I submit a claim?

Does Fetch cover online pharmacy claims?

For more details, see How do I submit a claim?

Does Fetch cover online pharmacy claims?

For more details, see How do I submit a claim?

Does Fetch cover online pharmacy claims?

For more details, see How do I submit a claim?

How do claims work if a pet is referred to a different vet or specialist?

If your vet refers you to another vet👨‍⚕️, such as a specialist, we’ve made the process easy for both of you. You can make a claim as you would with your usual vet in your Fetch app 📲, and we'll contact the new vet to process the claim.

How do claims work if a pet is referred to a different vet or specialist?

How do I?

Do I need to the use Fetch app?

To use your pet’s plan you’ll need the Fetch app 📲, here you can:

📄 See and manage plan documents (including PDS)
🐾 Update you and your pet's details
⏳ Skip wait periods and set up Fast Claims
📋 Submit and track claims
🏥 Update vet details
💬 Contact us or our 24/7 pet emergency line

Do I need to the use Fetch app?

To use your pet’s plan you’ll need the Fetch app 📲, here you can:

Do I need to the use Fetch app?

To use your pet’s plan you’ll need the Fetch app 📲, here you can:

Do I need to the use Fetch app?

To use your pet’s plan you’ll need the Fetch app 📲, here you can:

How do I make a complaint?

If you're not happy, we're not happy. If you have a complaint about any aspect of our product or our service, please chat to us in-app or email at support@fetchpet.au

You'll hear back from us within 1 working day. We'll try to resolve things quickly, but if we can't, we'll update you every 10 days. We'll do everything we can to resolve your complaint within 30 days.

If we can't resolve your complaint or if you are unhappy with the outcome, you can get an external review from the Australian Financial Complaints Authority. You can contact AFCA by calling 1800 931 678, emailing info@afca.org.au, or visiting www.afca.org.au.

How do I make a complaint?

If you're not happy, we're not happy. If you have a complaint about any aspect of our product or our service, please chat to us in-app or email at support@fetchpet.au

How do I make a complaint?

If you're not happy, we're not happy. If you have a complaint about any aspect of our product or our service, please chat to us in-app or email at support@fetchpet.au

How do I make a complaint?

If you're not happy, we're not happy. If you have a complaint about any aspect of our product or our service, please chat to us in-app or email at support@fetchpet.au

How do I cancel my pet's plan?

You can cancel your pet’s plan with Fetch any time by letting us know in your app through chat. We'll also refund you any remaining days for that month's plan.

You have a 14-day cooling-off period when you first take out your pet’s plan. If you decide you want to leave us during this period, you can cancel and receive a full refund as long as you've not made any claims.

How do I cancel my pet's plan?

You can cancel your pet’s plan with Fetch any time by letting us know in your app through chat. We'll also refund you any remaining days for that month's plan.

How do I cancel my pet's plan?

You can cancel your pet’s plan with Fetch any time by letting us know in your app through chat. We'll also refund you any remaining days for that month's plan.

How do I cancel my pet's plan?

You can cancel your pet’s plan with Fetch any time by letting us know in your app through chat. We'll also refund you any remaining days for that month's plan.

How do I contact Fetch Pet?

Just open a chat with us in-app or on our website, or email us at support@fetchpet.au. If you have an emergency claim and you need to us to give you or your vet a call, just message us in-app. We're open 9-5pm Weekdays, 9-3pm Sat, 9-1pm Sun & Public holidays AET (Exc. Christmas Day, Boxing Day, New Years Day, Easter Sunday)

How do I contact Fetch Pet?

How do I get 24/7 vet support?

Open your app, under the treatments tab and tap ‘Pet Healthline’ to talk to our emergency triage team 24/7.

For more general pet advice, simply start a chat with us in-app and one of us will be with you shortly.

How do I get 24/7 vet support?

Open your app, under the treatments tab and tap ‘Pet Healthline’ to talk to our emergency triage team 24/7.

For more general pet advice, simply start a chat with us in-app and one of us will be with you shortly.

How do I get 24/7 vet support?

Open your app, under the treatments tab and tap ‘Pet Healthline’ to talk to our emergency triage team 24/7.

For more general pet advice, simply start a chat with us in-app and one of us will be with you shortly.

How do I get 24/7 vet support?

Open your app, under the treatments tab and tap ‘Pet Healthline’ to talk to our emergency triage team 24/7.

For more general pet advice, simply start a chat with us in-app and one of us will be with you shortly.

How do I check cover when you’re closed?

We know emergencies don’t always happen in office hours. Here’s how to check your cover if we’re closed:

In the plan section of your app you can check:
- If your pet has any waiting periods or pre-existing conditions (after you’ve setup Fast Claims)
- Your pet’s remaining annual limit, excess and cover%
- Your pet’s plan PDS on what we cover, don’t cover and any t&cs

Remember, injuries are covered (up to the remaining annual limit and to the terms in your PDS) if they happen after your waiting period. For example, if your pet has been hit by a car or had a snake bite.

How do I check cover when you’re closed?

We know emergencies don’t always happen in office hours. Here’s how to check your cover if we’re closed:

How do I check cover when you’re closed?

We know emergencies don’t always happen in office hours. Here’s how to check your cover if we’re closed:

How do I check cover when you’re closed?

We know emergencies don’t always happen in office hours. Here’s how to check your cover if we’re closed:

Need extra support?

Have hearing or speech difficulties?

If you need help talking to us as you have hearing or speech difficulties:

National Relay Service (NRS) is a government service for people who have hearing or speaking difficulties make and receive phone calls. Visit their website to learn more. You can also chat to us online or in-app.

Have hearing or speech difficulties?

If you need help talking to us as you have hearing or speech difficulties:

Have hearing or speech difficulties?

If you need help talking to us as you have hearing or speech difficulties:

Have hearing or speech difficulties?

If you need help talking to us as you have hearing or speech difficulties:

Need translation support?

If you need help talking to us and need a translator:

TIS National is a free service that helps people who aren't fluent in English. They'll help you talk to us. Visit their website for more information or call on 131 450.

Need translation support?

If you need help talking to us and need a translator:

TIS National is a free service that helps people who aren't fluent in English. They'll help you talk to us. Visit their website for more information or call on 131 450.

Need translation support?

If you need help talking to us and need a translator:

TIS National is a free service that helps people who aren't fluent in English. They'll help you talk to us. Visit their website for more information or call on 131 450.

Need translation support?

If you need help talking to us and need a translator:

TIS National is a free service that helps people who aren't fluent in English. They'll help you talk to us. Visit their website for more information or call on 131 450.

Experiencing family or domestic violence?

Throughout Australia, people are unfortunately experiencing family and domestic violence every day. We're committed to supporting our staff and customers affected by family violence in any way we can.

Your personal safety is paramount, and we'll always put that first. If you’re in immediate danger, please call the police or ambulance services on 000 (triple zero).

Our team will take extra care to protect your private and confidential information and we’ll try to minimise the number of times you need to disclose information to us about your circumstances.

We understand that family and domestic violence circumstances can also create financial hardship, and we can discuss options with you to try to relieve the pressure.

You can contact us any time in chat, or if you’d prefer via email support@fetchpet.au

There are also free services that can help with confidential counselling (both online and over the phone), as well as give you more information or refer you to specialists:

1800RESPECT or phone (24/7) 1800 737 732

Full Stop Australia or phone (24/7) 1800 385 578

Family Violence Law Help

Experiencing family or domestic violence?

Your personal safety is paramount, and we'll always put that first. If you’re in immediate danger, please call the police or ambulance services on 000 (triple zero).

Our team will take extra care to protect your private and confidential information and we’ll try to minimise the number of times you need to disclose information to us about your circumstances.

We understand that family and domestic violence circumstances can also create financial hardship, and we can discuss options with you to try to relieve the pressure.

You can contact us any time in chat, or if you’d prefer via email support@fetchpet.au

There are also free services that can help with confidential counselling (both online and over the phone), as well as give you more information or refer you to specialists:

1800RESPECT or phone (24/7) 1800 737 732

Full Stop Australia or phone (24/7) 1800 385 578

Family Violence Law Help

Experiencing family or domestic violence?

Your personal safety is paramount, and we'll always put that first. If you’re in immediate danger, please call the police or ambulance services on 000 (triple zero).

Our team will take extra care to protect your private and confidential information and we’ll try to minimise the number of times you need to disclose information to us about your circumstances.

We understand that family and domestic violence circumstances can also create financial hardship, and we can discuss options with you to try to relieve the pressure.

You can contact us any time in chat, or if you’d prefer via email support@fetchpet.au

There are also free services that can help with confidential counselling (both online and over the phone), as well as give you more information or refer you to specialists:

1800RESPECT or phone (24/7) 1800 737 732

Full Stop Australia or phone (24/7) 1800 385 578

Family Violence Law Help

Experiencing family or domestic violence?

Your personal safety is paramount, and we'll always put that first. If you’re in immediate danger, please call the police or ambulance services on 000 (triple zero).

Our team will take extra care to protect your private and confidential information and we’ll try to minimise the number of times you need to disclose information to us about your circumstances.

We understand that family and domestic violence circumstances can also create financial hardship, and we can discuss options with you to try to relieve the pressure.

You can contact us any time in chat, or if you’d prefer via email support@fetchpet.au

There are also free services that can help with confidential counselling (both online and over the phone), as well as give you more information or refer you to specialists:

1800RESPECT or phone (24/7) 1800 737 732

Full Stop Australia or phone (24/7) 1800 385 578

Family Violence Law Help

Experiencing financial hardship?

We appreciate there are times when circumstances beyond your control can make it difficult to meet your financial commitments, and we're committed to supporting customers facing financial hardship.

How we can help

If you’re having trouble paying money you owe us due to financial hardship, we'll work with our insurer to find a solution, and we might be able to help by:

Extending your payment due dates
Developing a payment plan with you
Postponing one or more instalments
Fast tracking your claim

If you are going through financial hardship, please contact us as soon as possible. We can discuss your situation and assist you to apply for financial hardship assistance. You can contact us anytime in chat, or if you’d prefer via email: support@fetchpet.au

Other Support

You may also wish to consider contacting the National Debt Helpline on 1800 007 007 which is a free and confidential financial counselling service.

Experiencing financial hardship?

We appreciate there are times when circumstances beyond your control can make it difficult to meet your financial commitments, and we're committed to supporting customers facing financial hardship.

How we can help

If you’re having trouble paying money you owe us due to financial hardship, we'll work with our insurer to find a solution, and we might be able to help by:

Extending your payment due dates
Developing a payment plan with you
Postponing one or more instalments
Fast tracking your claim

Other Support

You may also wish to consider contacting the National Debt Helpline on 1800 007 007 which is a free and confidential financial counselling service.

Experiencing financial hardship?

We appreciate there are times when circumstances beyond your control can make it difficult to meet your financial commitments, and we're committed to supporting customers facing financial hardship.

How we can help

If you’re having trouble paying money you owe us due to financial hardship, we'll work with our insurer to find a solution, and we might be able to help by:

Extending your payment due dates
Developing a payment plan with you
Postponing one or more instalments
Fast tracking your claim

Other Support

You may also wish to consider contacting the National Debt Helpline on 1800 007 007 which is a free and confidential financial counselling service.

Experiencing financial hardship?

We appreciate there are times when circumstances beyond your control can make it difficult to meet your financial commitments, and we're committed to supporting customers facing financial hardship.

How we can help

If you’re having trouble paying money you owe us due to financial hardship, we'll work with our insurer to find a solution, and we might be able to help by: