4.9★ Google
#1 CHOICE rated*
Sign up to FetchPay™
Let us know which vet Practice Management System (PMS) you use and we'll send back what's involved
How it works
Step 1
Submit straight from your vet system super fast
No more downloading and uploading histories and invoices.
Step 2
We check cover within 15 minutes*
Mon-Fri 8am-8pm, Sat 8am-5pm, Sun 8am-1pm (Australian Eastern Time).
*Where pre-existing checks are set up
Step 3
Your client pays their share in-app
Their excess, contribution, and anything not covered - all settled on their phone.
Step 4
Fetch pays you the full invoice
The whole amount lands in your account. No processing or card fees here.
"Really pleased with Fetch. Better value cover, and you can actually understand it."
Mini & Naomi
Questions vets ask
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’ve created a super simple, easy-to-understand PDS with great cover. We can pay you directly so your client isn’t out of pocket. We have a vet portal where you to easily upload claims and histories. We’re now also rolling out FetchPay™ that lets you do that from the comfort of your Practice Management System (PMS). Interested? Let us know at vetpartnerships@fetchpet.au.
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).
What is FetchPay™?
FetchPay™ is our integrated claims service for vet clinics. Your PMS connects to Fetch, so you can submit claims straight from your system – no portal upload, no email. Outcomes come back in around 15 minutes during business hours Mon-Fri 8am-8pm, Sat 8am-5pm, Sun 8am-1pm (Australian Eastern Time).
Direct payments are built in: when a claim's covered, your client pays their contribution in-app and Fetch pays the rest of the invoice directly to your clinic, on NPP, in real-time. No fees.
If your clinic isn't on FetchPay™ yet but you'd like us to pay you directly for a particular client, chat with us – we can usually set that up case by case.
If a new client visits my clinic, will FetchPay™ work?
Your clinic will need to be added in the Fetch app by your client before you’re able to submit a claim - the process typically takes around 30 seconds.
If you go to submit a claim and no policy shows up, please don’t add one manually - we need it to sync through the proper Fetch link so everything matches up seamlessly on our end.
Please ask the client to add your clinic as their vet in the app, give it about 30 seconds, then refresh and try again.
Still not seeing it? Jump onto chat via our website and let us know you’re a vet - we’ll get it sorted for you quickly.
What if my client leaves before the assessment is finished?
Submit the claim from your PMS as normal.
If it's covered, we'll collect the contribution from your client in-app and pay you the full invoice.
If your client decided to pay the full bill before leaving, we'll refund them their share once we've assessed it.
If it's not covered, we'll bill the client for the full amount and pay you once they've paid us.
Either way, you don't need to issue any refunds yourself.
How do I get FetchPay™ support?
Quickest path is chat on our website - just mention "I'm a vet" and we'll route you straight to the right team.
For non-urgent questions, email vetpartnerships@fetchpet.au.
What if I'm on a Practice Management System (PMS) that doesn't support FetchPay™?
FetchPay™ is rolling out across different Practice Management System (PMS) providers – if yours isn't integrated yet, no stress.
Fill out the sign-up form on this page and we'll automatically add you to the waitlist for your PMS. We'll let you know as soon as your integration is ready to go.
In the meantime, your clients can still claim through the Fetch app as normal, and we can set up direct payments to your clinic on a case-by-case basis – just chat with us.
How do claims work?
How do I submit a pet insurance pre-approval?
We can do pre-approvals for you and your client, here's how it works:
Client requests pre-approval: The pet parent starts a new pre-approval in their Fetch app 📲 and lets us know it's with you.
Receive pre-approval request: We'll get in touch via email 📧 to ask for the clinical notes and estimated costs. We'll let you know if we need any more info.
Process pre-approval: If you're happy for us to pay you directly, the client has pre-existing checks set up, and it's within our opening hours, we can work out the cover while you're at the vet.
After treatment: We can change the pre-approval to a claim. Please send us the updated invoice and medical notes and we'll process this for your client. You'll receive the full amount directly from us once the pet parent pays their contribution in-app. If not, we'll reimburse your client directly after deducting their contribution. 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.
On FetchPay™? For now, your client still kicks off the pre-approval from the app. Vet-initiated pre-approvals straight from your PMS are on the way – we'll let you know when they're live.
How do I submit a pet insurance claim?
There are two ways, depending on whether your clinic is integrated with FetchPay™.
If your clinic is on FetchPay™
Finalise in your PMS: Write up the patient's history and prep the invoice as you would for any visit.
Submit the claim from your PMS: A few clicks and it comes straight to us – no portal upload, no email. As long as the patient's pre-existing checks are done and it's within business hours, we'll work out the cover in real-time, usually in around 15 minutes.
We're flexible to suit you: They can hang out in the waiting room until we get back to you, head home and pay their contribution in-app once we've checked (we'll pay you as soon as they do), or pay you a deposit or the full bill upfront and we'll settle any difference with them. Nothing to chase or refund from your end either way, and totally up to you.
We pay you: Once your client has paid their contribution in-app, we pay the rest of the invoice directly to your clinic – in real-time, on NPP, no fees.
If your clinic isn't on FetchPay™ yet
Client lodges claim: Your client can start a new claim in their Fetch app 📲 and let us know it's with you.
Receive claim request: You'll get an email 📩 with a link to upload the invoice and clinical notes to our portal. We'll let you know if we need any more info.
Process claim: If you're happy for us to pay you directly, your client has pre-existing checks set up, and it's within our opening hours, we can work out the cover while your client is in your waiting room. You'll receive the full invoice payment directly from us once they pay their contribution in-app. If not, we'll reimburse them directly after deducting their contribution.
Can Fetch pet insurance pay vets directly?
Yes – direct payments work two ways, depending on whether your clinic is integrated.
If your clinic is on FetchPay™ – Direct payments are built in. Submit the claim through your PMS once you've finalised the history and invoice. Your client pays their contribution in-app and Fetch pays the rest of the invoice directly to your clinic, in real-time during business hours. The whole thing happens at checkout, so there's nothing to chase later. No fees, runs on NPP. The patient will need their pre-existing checks done for real-time claim assessment.
If your clinic isn't on FetchPay™ yet – We can still organise direct payments for an individual client on request. Just chat with us and we'll set it up. You'd submit the claim through the vet portal or email like normal, and we'd take care of paying you direct so your client isn't out of pocket. No fees here either, and depending on your bank, payment can land in real-time.
Either way, claims are checked and paid as a priority once we have everything we need.
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 client. Here’s how it works:
When a pet joins Fetch, we ask the pet parent every vet they've visited and collate their vet history to identify any pre-existing conditions. This helps them know their pet’s cover upfront.
Sometimes this process can take a little time while we gather all the pet's medical records for each of their vets.
Does Fetch cover online pharmacy claims?
If you provide a client with 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 the clients claim, they'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 you refer your client to another vet 👩⚕️, such as a specialist, we’ve made the process easy for both of you. Your client can make a new claim in their Fetch app 📲, just like they would with you, and we’ll take care of contacting the new vet to process the claim.
Meet the Fetch veterinary team
