Signs or symptoms
Anything that suggests your pet may have a condition. Signs or symptoms can be noticed by you or your vet, and a condition doesn't need to be formally diagnosed for signs or symptoms to count.
Signs or symptoms can include:
Changes you noticed at home (e.g. behaviour, appetite, drinking, weight, mobility)
Something a vet diagnosed, treated, recorded, investigated, or recommended for investigation
Test or scan results pointing to an underlying issue, such as:
Results outside normal range (e.g. blood tests, urinalysis, biopsies)
Structural issues found during examinations (e.g. narrowed airway)
Findings on imaging (e.g. hip dysplasia on X-ray)
If any injury, illness, dental, or behavioural issue where their first signs or symptoms were noticed by you or your vet before your pet's cover started (including during waiting periods) it's treated as a pre-existing condition and isn't covered, even without a formal diagnosis.
Intro
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Welcome to your pet's Fetch Plan and PDS
This is your Product Disclosure Statement (PDS). It explains how your pet's Fetch plan works, what's covered, what's not covered, and how we check and pay claims.
Your pet's plan number (sometimes called a policy number) is just your email address.
We, Fetch, look after your pet's plan, your claims, and help with any questions or complaints. The plan is underwritten by Pacific International Insurance.
Your pet's plan renews each month automatically. If the premium or any plan details change, we'll let you know at least one month in advance.
This cover applies to conditions covered in your pet's plan. We don't cover any pre-existing conditions, and some terms and conditions apply. Please also read our Financial Services Guide (FSG) and Target Market Determination (TMD).
If you have any questions or feedback, please message us in-app – we're always here to help.
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12-month limit
Your pet's 12-month limit is $40,000
This is the maximum we'll pay for treatment costs in a 12-month period.
The limit resets every 12 months on the anniversary of the start date of your pet's plan
Once the limit is reached, we won't cover further claims until it resets
You need to keep up your pet's plan payments to make claims
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Cover %
Your pet's plan can cover 80%, 90%, or 100%.
The cover % is how much Fetch pays towards covered treatment costs after your condition excess (sometimes called a reimbursement or benefit).
For example, with 90% cover, Fetch pays 90% of covered costs (after condition excess) and you pay the remaining 10% as part of your contribution.
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Condition excess
Your pet's plan can have a condition excess of $0, $100, $200, or $500 per condition.
The condition excess is the fixed amount you pay per condition (not per claim).
If your pet's claim is for one condition, you'll pay one excess
If your pet's claim covers multiple conditions, an excess applies to each
If follow-up visits are for the same ongoing condition, you won't pay the excess again
If the same issue happens again due to a new, unrelated cause, a new excess applies
If your pet's claim is less than your excess, the amount counts towards the excess, and the leftover carries forward for future claims related to that condition
For example:
If your pet's claim is for two conditions at once (e.g. a skin infection and an unrelated episode of vomiting and diarrhoea), you'll pay two excesses. If the skin condition becomes ongoing, you pay the excess once only (no extra excess for future skin-related visits). If gastro happens again later from a new, unrelated cause, a new excess applies.
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Waiting periods
Injury: 2 days
Illness, dental disease, and behavioural conditions: 30 days
Any cruciate ligament issue, patellar luxation, hip dysplasia, elbow dysplasia, BOAS, cherry eye, IVDD, FLUTD: 90 days
Waiting periods are the time from your pet's plan start date until cover starts for each type of condition. Your pet's plan covers conditions that start after the applicable waiting period ends.
At Fetch, you can skip waiting periods by completing the in-app steps so we can check your pet appears healthy. Even if you skip the waiting periods, any injury, illness, dental, or behavioural issue where the first signs or symptoms were noticed by you or your vet before your pet's cover starts (including during waiting periods) is considered a pre-existing condition and isn't covered.
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Pre-existing conditions
A pre-existing condition is any injury, illness, dental, or behavioural issue where their first signs or symptoms were noticed by you or your vet before your pet's cover started (including during waiting periods) whether or not a diagnosis was made at that time. Pre-existing conditions aren't covered.
Signs or symptoms include:
Changes you noticed at home (e.g. behaviour, appetite, drinking, weight, mobility)
Anything a vet diagnosed, treated, recorded, investigated, or recommended for investigation
Test or scan results indicating an underlying issue, such as:
Results outside normal range (e.g. blood tests, urinalysis, biopsies)
Structural issues found during examinations (e.g. narrowed airway)
Findings on imaging (e.g. hip dysplasia on X-ray)
Pre-existing conditions also apply to:
Conditions that started earlier and come back over time, even if symptoms settle for a while (e.g. seasonal allergies, intermittent limping)
Congenital or hereditary conditions you or your vet knew about before cover started
Bilateral conditions affecting paired body parts (e.g. knees, hips, eyes, ears) – if one side showed symptoms before cover started, both sides count as pre-existing
Conditions linked to, caused by, or resulting from a pre-existing condition (e.g. arthritis after a joint injury, ear infections linked to underlying allergies)
See common examples of pre-existing conditions here.
To check your pet's pre-existing conditions:
Request a pre-existing condition check or start a new claim in-app. When requesting a pre-existing check, you agree to give Fetch permission to collect vet records from any vet you've taken your pet to. This helps us to check your pet's health history quickly and efficiently.
Our veterinary team will check your pet's records using clinical knowledge and the latest veterinary information on how conditions usually develop.
We'll let you know of any pre-existing conditions and list them in-app
If we later receive new information showing a condition started before cover started, we'll update your pet's pre-existing conditions
We can recheck a condition if the treating vet provides updated clinical records with a clear explanation of what's changed
Understanding your pet's cover
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Vet Consults
Fetch covers vet consults for diagnosing and treating covered conditions. We don't cover routine visits like general check-ups, vaccinations, or preventative care.
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Illness
Fetch covers treatment for illnesses covered by your pet's plan, such as vet visits, tests, medication, hospital care, and follow-up checks.
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Injury
Fetch covers treatment for injuries covered in your pet's plan, such as vet visits, tests, medication, hospital care, and follow-up checks.
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Medication
Fetch covers prescription medications prescribed by your vet, including medicated shampoo and treatments for diagnosed skin conditions.
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Dental
Fetch covers new dental illnesses and injuries that develop after the waiting period, as long as they're not pre-existing. When you join Fetch, we can check your pet's vet records and confirm what's covered.
For dental cover to be active:
Vet records need to show no evidence of dental disease before cover starts, such as:
Tartar or calculus
Gingivitis or periodontal disease
FORLs (feline odontoclastic resorptive lesions)
Any recorded dental grade above "0"
Any other evidence of dental disease, like tooth removal not due to trauma
A vet has checked your pet's teeth within the last 12 months (and it's noted in the records)
You've followed any dental advice from your vet, (e.g. brushing, special diets, professional cleans)
We cover:
New dental illnesses that begin after cover starts
Tooth fractures and oral trauma from a specific injury that occurred after cover starts, including any teeth that need removing
Removing baby teeth if they're causing problems or haven't fallen out after adult teeth have come through (as long as it wasn't pre-existing)
We don't cover:
Any dental condition, fracture, or damage that happened before cover started (pre-existing)
Descaling and polishing
Routine dental care such as dental check-ups, prophylaxis, dental X-rays, or dental products
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BOAS (Brachycephalic Obstructive Airway Syndrome)
Fetch covers BOAS – common in breeds like French Bulldogs, Pugs, and Boston Terriers – as long as your pet had no signs or symptoms before cover started, including during applicable waiting periods.
We can check your pet's vet records when you join Fetch and let you know if BOAS is covered. If vet records show any signs or symptoms of BOAS before cover started (even without a formal diagnosis), BOAS is treated as a pre-existing condition and won't be covered.
Signs or symptoms include:
Snorting or noisy breathing
Snoring or open-mouth breathing
Laboured breathing or difficulty exercising
Stenotic (narrowed) nostrils
Elongated soft palate
Heat sensitivity, even in mild weather
Regurgitation
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Food
Fetch covers food provided by your vet:
Prescribed by your vet for treating a diagnosed chronic condition, for up to 1 month
We don't cover food for general feeding, undiagnosed issues, selective eating, or weight management.
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Home visits and transport
Fetch covers home visits or transport for a covered condition if:
A vet recommends it because moving your pet would put their health at risk
Your pet needs emergency treatment and you were incapacitated in the same event
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Emergency Boarding
Fetch covers boarding at a licensed kennel or cattery for up to 2 weeks if you're hospitalised and no one at home can reasonably care for your pet.
We don't cover boarding for holidays, convenience, or to give medication if you can't be there to care for your pet.
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Lost pet support
If your pet goes missing, let us know and we'll run a social media campaign targeting up to 5,000 people in your postcode to help find them.
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Behavioural Cover
Fetch covers up to 8 treatment sessions for a diagnosed behavioural condition, provided by your vet or someone your vet refers you to, as long as:
Your pet had no signs or symptoms of any behavioural issues, including anxiety or aggression, before cover started (including during waiting periods), and
You've met your pet's basic needs for training, socialisation, exercise, housing, nutrition, and care, and the issue isn't due to leaving them alone for extended periods
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Snake bites
Fetch covers treatment for snake bites. Learn more here.
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Ticks & Parasites
Fetch covers parasite infections if you've used a licensed preventative product for that parasite and followed your vet's advice.
We don't cover parasite infections that started before you started prevention, or where prevention wasn't used as advised. Learn more here.
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Vaccinatable diseases
Fetch covers vaccinatable diseases if your pet is:
Up to-date with the specific vaccine for that disease, or
Has a valid, current antibody test taken before becoming unwell
We don't cover the costs of vaccinations or routine titre tests themselves.
Things we don't cover
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Accessories
We don't cover any pet accessories, for example, cages, crates, collars, harnesses, clothes, leads, toys, brushes, bedding, bowls, or feeding utensils.
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Routine care & vaccinations
We don't cover routine care like vaccinations, dental scale and polish, parasite control, bathing, grooming, clipping, coat treatments or shampoos.
We don't cover anal gland expression for full or impacted glands unless there's a specific diagnosed problem being treated at the time (e.g. a tumour).
We also don't cover microchipping or registration fees.
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Desexing
We don't cover the cost of desexing your pet or any related complications. We don't cover cryptorchidism and the investigation of absent or retained testicles.
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Breeding
We don't cover any costs related to breeding, or anything that happens as a result of using your pet for breeding. This includes health checks, breeding soundness tests, pregnancy care, giving birth (including caesarean surgery), and any treatment for your pet and their puppies or kittens after birth.
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Elective and cosmetic procedures
We don't cover elective or cosmetic procedures, health screening, or preventative procedures where there are no clinical signs or symptoms, for example, JPS (Juvenile Pubic Symphysiodesis) hip screening X-rays or dew claw removal. We don't cover complications which arise from elective and cosmetic procedures.
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Administration fees
We don't cover administration fees such as postage, report preparation, or vet fees to submit an insurance claim.
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Other treatments we don't cover
We don't cover:
Health checks for travel, work, racing, breeding, or sale
Experimental treatments or surgery
Open-heart surgery, pacemakers, organ transplants, cancer vaccinations, or stem-cell therapy (except stem-cell therapy for osteoarthritis)
Genetic testing, cloning, harvesting, storing, or manipulation of genetic material.
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Significant local or national events
We don't cover claims resulting from:
Illegal acts, including those involving illegal drugs or violence
Epidemics or pandemics (as defined by government, health, or agricultural authorities)
Notifiable diseases (as defined by government, health, or agricultural authorities)
Acts of war, terrorism, riots, or civil unrest
Nuclear or radioactive incidents
How to make a claim
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Pre-approvals
You can check what's covered, and what you'll need to pay, before treatment.
Start a pre-approval in-app
We'll contact your pet's vets for everything we need and confirm what's covered, what's not, and your contribution
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Claims
After your pet's treatment, you can submit a claim in-app. If your vet is connected (and you're set up), they can submit it for you during Fetch opening hours.
You can track progress in-app, including when we're waiting on information from you or your vet. When you submit a claim, you agree to give Fetch permission to collect vet records from any vet you've taken your pet to.
To check the claim, we'll ask your vet for what we need, including:
Full medical history
An itemised invoice
Relevant test results
After we've received everything, our veterinary team will check if the condition is covered, which items we can cover, and what your contribution is.
If costs are shared across conditions (e.g. imaging or anaesthetic), we'll split them. If one condition isn't covered, we'll only pay the covered share.
New or updated information
If records show a condition began before cover started, we'll update your pet's pre-existing conditions
We can recheck a condition if your treating vet provides updated records and explains what's changed
If any information provided by you or your vet isn't accurate, we may ask for claim repayment or cancel your pet's plan. Please see Providing accurate information for more information
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Your contribution
Your contribution is what you pay towards a claim, which can include:
Costs for conditions that aren't covered (including pre-existing conditions)
Your Condition excess (applied per condition, so multiple excesses may apply)
Your share based on your chosen cover % (e.g. 10% if you have 90% cover)
Items we don't cover (e.g. accessories, administration fees)
Any costs above your 12-month limit for the current period
You can update your cover % or condition excess at any time. However, the cover in place when a condition first showed signs or symptoms remains for that condition and any related issues.
The condition excess applies just once per condition, as long as your pet's plan stays active.
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Paying claims
When a claim is covered, we'll pay the treatment amount, minus your contribution. If your pet's plan has any missed payments, we'll take this off the claim payment.
How we pay claims:
Reimburse you (you've paid the vet)
We'll reimburse you the treatment amount, minus your contribution.
Pay your vet (direct payment)
If your vet accepts direct payments and you haven't paid them yet, you pay your contribution in-app to Fetch, and we'll pay your vet the treatment amount.
If you've paid a deposit or part of the bill:
You'll pay your contribution to Fetch in-app, minus what you've already paid the vet
If you've paid more than your contribution, we'll reimburse you the difference
We'll pay your vet the remaining balance so they receive the full treatment amount overall
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Healthcare plans, other cover, and discounts
Fetch cover applies to the amount left after any benefits, discounts, credits, refunds, rebates, or other contributions have been applied. Total claim payments can't exceed your actual treatment costs. Please let us know if any of these apply to your claim:
Vet healthcare plan benefits (e.g. consultations, dental care, or discounts)
Discounts (e.g. staff, family, or friends)
Refunds, rebates, or account credits
Another insurance plan covering part or all of the claim
Payments from third parties or charities
Additional Information
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Renewals
Your pet's plan renews automatically each month using your saved payment method. If your premium or any plan details change, we'll let you know at least one month in advance.
You can check your pet's plan, payments, and manage renewal notifications anytime in-app.
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Cancelling your pet's plan
You can cancel your pet's plan anytime by messaging us in-app. We'll refund any unused days for that month.
When you first join, you have a 14-day cooling-off period. If you cancel within this time and you haven't made any claims, you'll get a full refund.
If we need to cancel your pet’s plan, we’ll do so in line with this PDS and relevant insurance regulations. We’ll let you know the reason and give you an opportunity to respond to any questions we have.
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Complaints
If you're not happy, we're not happy. If you have any complaints, please message us in-app or email support@fetchpet.au
We'll reply within one working day, keep you updated at least every 10 days. We'll provide you with a written response to your complaint within 30 calendar days.
If we can't resolve things or you're unhappy with the outcome, you can contact the Australian Financial Complaints Authority (AFCA):
Phone: 1800 931 678
Email: info@afca.org.au
Web: afca.org.au
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Extra support
We're here if you need support due to personal circumstances. Please message us in-app or email support@fetchpet.au. You can also read our Financial Hardship and Family & Domestic Violence policies.
We follow the General Insurance Code of Practice, learn more at insurancecouncil.com.au/cop/.
To see how we collect, hold, use, and disclose your personal information, please read our Privacy Policy.
T&Cs
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Caring for your pet
We're here to help you keep your pet healthy. We can't cover issues caused by not keeping them safe or providing appropriate care, so to keep your pet's cover active, you'll need to:
Feed them a suitable diet for their species, breed, and age
Make sure they're not obese or underweight - speak to your vet about an ideal weight
Keep them and their living space clean to help prevent things like skin or coat issues
Provide a safe, secure home where they can't escape or injure themselves
Give them a rich environment (toys, training, and play) to reduce behavioural issues
Only use pet-safe products made for the right purpose – don't use human medicines or shampoos
Treat them regularly for parasites
Keep them safe outside - only let them off-lead in designated areas, away from traffic and other dangers
Follow all your vet's advice, including medication directions, recovery times, and follow-up appointments
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Using the Fetch app
Fetch is completely digital and managed in-app. You'll need to use the app to:
Update your pet's plan details
Skip waiting periods
Request pre-existing condition checks
Submit and manage claims, and pre-approvals
Check your PDS and FSG
You can message us via the in-app chat or email. If you'd rather speak with someone, request a call via chat and we'll book a time that works for you.
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Paying your premium
You'll need to pay your monthly premiums to keep your pet's plan active and make claims.
If you miss a payment, we'll let you know and help you keep your pet's plan active
If your pet's plan has any missed payments, we'll take this off any claim payments
If the plan is cancelled, you can't claim for treatments after the cancellation date
Your premium can change, and will go up over time. We update premiums due to factors such as breed, age, gender, location, vet costs, and other factors. If your premium changes, we'll always give you at least one month's notice.
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Providing accurate information
You need to answer our questions honestly, accurately, and completely. This is part of your duty to take reasonable care whenever you share information with Fetch (including at sign-up, when we check pre-existing conditions, or when you make a claim).
You'll also need to keep your information up to date and tell us as soon as possible if anything changes. This includes your address, where your pet lives, your pet's details (breed, age, desexed status), ownership, whether your pet is declared dangerous or menacing, or whether your pet is used for commercial or working purposes.
If the information you give us is incorrect, incomplete, false, or misleading – or if you knowingly let someone else provide incorrect or misleading information – it can affect your pet's cover. For example, a claim may not be covered, we may need to recover payments, or your pet's plan may be cancelled.
To review your pet's plan or claim, we may use an external agency or investigator. In serious cases, we may report the matter to authorities.
Need help? If you've got questions, please chat with us.
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Right to keep pets
We can't cover your pet if you, or anyone in your household, is prohibited from keeping pets by a local, state, or federal authority.
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Restricted or dangerous pets
We can't cover pets declared dangerous or menacing, or classified as a restricted breed.
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Commercial or working dogs
We cover assistance dogs.
We don't cover pets used for commercial or working purposes, including guarding or security, law enforcement, racing, herding, hunting, or gun sports.
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Location and provision of treatments
Treatments must be in Australia and either carried out by, or recommended and endorsed by, a vet who's registered and based in Australia.
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Recoveries
If someone else is responsible for your pet's illness or injury, we may seek to recover our costs from them.
Definitions, words with special meanings
