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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 Licence (AFSL No 540762), and our insurance is underwritten by Pacific International Insurance Pty Ltd (ABN 83 169 311 193).
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, distributing and administering the insurance, managing claims, to chatting to you about all things pets!
The insurance is issued and underwritten by an APRA licensed underwriter called Pacific International Insurance Pty LTD ABN 83 169 311 193, who have around 20 years insurance experience in Australia.
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 pet insurance work?
Does Fetch cover routine care or vaccinations?
We cover vet consults as part of diagnosis and treatment for covered conditions, but we don't cover the costs of your pet’s routine care.
For example:
Vaccinations
Parasite control (fleas, ticks, worms, etc.)
Bathing, grooming, clipping, de-matting, coat treatments, or shampoos
Emptying anal glands, unless your pet has a specific problem such as an abscess or tumour
Microchipping and registration costs
Routine and preventative care are a normal part of looking after your pet. Your pet’s plan is designed to help with unexpected surprises like when your pet gets sick or injured not the regular check-ups or day-to-day care. 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, while their plan remains active. 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, remaining cover percentage, non-covered items, and amounts over your limit. If you’ve paid the vet already, we’ll reimburse you our share of the treatment costs. 💵
For more details and examples, check our PDS.
Does pet insurance cover pre-existing conditions?
Unfortunately, we can’t cover pre-existing conditions 🙁.
We don’t cover any costs related to pre-existing conditions that were present before cover was active, including during any waiting periods ⏱️.
These could include any injury, illness, behavioural problem, issue, signs or symptoms you or your vet were aware of.
Pre-existing conditions can also include hereditary or congenital conditions, as well as bilateral conditions or linked conditions related to pre-existing issues.
Why can’t we cover pre-existing conditions? 🤷♀️
Like most pet insurers, we’re unable to cover pre-existing conditions because our cover and prices assume your pet has a normal chance of having any issues for their breed.
When do I find out about pre-existing conditions?
After signing up, provide your pet’s vet info in-app, and we’ll contact them to check their medical history. We can then let you know if there are any pre-existing conditions.
You can also set your cover to start in the future if you’d like us to check this before cancelling any existing policies.
Where can I see my pet’s pre-existing conditions?
You’ll be able to view any confirmed pre-existing and linked conditions in the plan section of your app 📲.
Examples of pre-existing conditions ⚕️
These are usually considered pre-existing:
Seasonal allergies 🤧 – if your pet has recurring skin flare-ups each spring that need treatment every year, and these were noted before your pet's plan started, this is considered a pre-existing condition because it’s regular and ongoing.
Cushing’s disease – if diagnosed before your pet's plan starts, it becomes an ongoing hormonal condition that needs lifelong medication and monitoring.
Limping after a jump from the car 🚗 – if the limping was found to be from a ruptured cruciate ligament that occurred before cover began, that cruciate injury (and any related knee issues) would be pre-existing. Any condition (bilateral) affecting a paired structure within their body (such as the knees, eyes, ears, hips or elbows) we'll consider this as a single condition. This applies even though it may affect each side at different times.
Elbow arthritis 🦴 – if arthritis in a specific joint was diagnosed or noted before your pet's plan began, it’s considered pre-existing because it’s progressive and will worsen over time.
Hip dysplasia🦵 – if diagnosed before your pet's plan starts or during any waiting period, treatment for hip dysplasia and any related conditions (like hip arthritis) won’t be covered.
These are not usually considered pre-existing:
Vomiting after eating something on a walk 🌳 – if your dog ate something inappropriate and became sick before you took out your pet's plan, and later vomits again after eating something else, these are separate incidents with different causes, so they’re not pre-existing.
Diarrhoea due to overeating 🍗 – if your pet overate before joining Fetch and later had a one-off upset stomach again, it wouldn’t be considered pre-existing, as long as it didn’t cause any lasting organ damage (like to the liver or kidneys).
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:
Injuries (e.g., a broken leg from a fall or a cut paw): 48 hours
Illnesses (e.g., a tumour 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.
Waiting period 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.
Does Fetch cover hereditary or genetic conditions?
We cover hereditary or genetic conditions where they're not pre-existing.
If you’ve seen signs or symptoms of a hereditary or congenital condition, or one has been diagnosed or treated before cover was activated (including any wait periods), we can’t cover it. Learn more here.
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.
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 pre-existing checks is set up, it’s within opening hours, we can check cover quickly while you're at the vet. 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 pre-existing checks is set up, it’s within opening hours, and your vet allows direct payments, we can work out cover 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.
Can Fetch pet insurance pay vets directly?
Fetch has 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 can be checked and paid while you're at the vet once all necessary information is provided.
How do Fetch pre-existing checks work?
Fetch pre-existing checks⚡️ is designed to make the claims process quick and easy for you and your vet. Here’s how it works:
Review 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 as a priority, during opening hours and once all necessary information is provided.
Does Fetch cover online pharmacy claims?
If your vet provides a prescription for an online pharmacy 💊, we’ll cover the medication and the prescription fee, as long as it relates to a covered condition. To process your claim, you’ll need to submit the pharmacy invoice and a copy of the prescription.
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 I?
Do I need to use the 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
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 in 30 days, or if you're 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 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 contact Fetch Pet?
We’re a digital-first product, so the quickest and easiest way to reach us is through chat.
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)
You can contact us in a few ways:
Chat with us directly in your Fetch app 💬
Chat with us on our website 🌐
Email us at support@fetchpet.au 📧
If you need to update your pet's plan details, you can do this anytime in-app under the home page, no need to wait for us to open.
If you need urgent vet advice, open your app and tap ‘Pet Healthline’ 📞 under the treatments tab to speak to our 24/7 triage team.
For claim emergencies during office hours, we can call you or your vet, just message us in-app with the best number to reach you on.
If you can’t log in to your app, email us at support@fetchpet.au for help.
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 what you can check in your app:
Any waiting periods or pre-existing conditions (once your pre-existing condition checks are complete)
Your pet’s PDS - what we cover, don’t cover, and any T&Cs
Remember, injuries are covered (up to your remaining annual limit and within the PDS terms) if they happen after your waiting period for example, if your pet has been hit by a car or had a snake bite.
Need help right away? You can still access the 24/7 ‘Pet Healthline’ 📞 in your app’s treatments tab for urgent vet advice, even when we’re closed.
Need extra support?
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.
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.
Experiencing grief and pet loss?
If you're feeling overwhelmed or finding things difficult, we wanted to let you know about Lifeline and Beyond Blue, which offers free, confidential support 24/7. They’re there to help with anything you might need—whether you want someone to talk to or guidance on managing stress and challenges.
Lifeline 13 11 14
Beyond Blue 1300 224 636
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 you, 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 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
Fetch support team
HC
Dr Tina
Vet
Annie
Vet Nurse
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Leanne
Vet Nurse
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Dr Andrew
Vet
HC
Katrina
Vet Nurse
HC
Kate
Vet Student
HC
Aisling
Vet Student
HC
Amanda
Vet Nurse
HC
Ash
Vet Nurse
HC
Luci
Vet Nurse
