Fetch Pet Insurance 4+

Nailing it. Great insurance and highly engaged tech team

Woah. PetPlan blew me away with their support in a recent app bug. I noted issues in a review and a tech-team/CX member called me and did a full UX walkthrough - then it was fully fixed within 24 hours. Seriously next level product management. With that fixed, PetPlan is now completely easy to use. Claims are processed rapidly and clearly. I can (now - yay!) handle everything in the app. And they text automatic updates on claim processing that are really helpful. Oooo ooo ok I also almost forgot… I dig the added feature of direct deposit for my insurance claim payments (instead of the prior mailed checks). Lots of ease has been added. Appreciate it all.
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PRIOR REVIEW (100% resolved w/in 24 hours): I can’t get the app to complete any of the core actions… most impactfully, I can’t submit claims on the app. Some sort of invisible/white modal covers 95% of the screen and the only way out is to close the app and lose all progress. I have to use the web version via my phone to submit anything. I really wish it would work.

Developer Response ,

We're sorry to have caused frustration with submitting claims on the app. We have made updates that should resolve this issue. If you still need help, please email your policy information and details about what you're experiencing to us at help@fetchpet.com.

Embarrassingly bad

I’m not sure who designed and approved this app, but they need to find a new career. It’s shockingly bad. It does function after the recent update, which is a good first step, but you can’t see enough info about your policies and claims. The billing tab makes no sense and the payments don’t match what actually comes out of my account. All you can see of your claims is the number, which means nothing to me when I track what invoices I’ve sent in, and the amount paid. You used to be able to see the EOB. Leo and the claim submission is awful, I don’t understand who thought that would be an improvement over clicking a few buttons and entering some basic info. It’s all so inefficient. You have to call to figure out anything about your policies, and the phone recording says “use our new app to check your claim status, update your payment information, etc”; it’s very strange that they’re pushing people to use the app when it’s not useful at all. And I’d love to use the app instead because I hate calling any company, but I can’t. Because the app is useless.

Update - it’s gotten worse, if that was even possible, since I originally wrote this. Now I can only see 3 claims for each of my pets, still can’t see the EOBs, can’t load the documents I’ve uploaded for claims, keep getting an error message when I try to enter my direct deposit info and update the card on file. What is happening? Please take these comments seriously and fix the app.

Developer Response ,

We appreciate you sharing your feedback and are sorry for the problems you experienced. We are releasing a new update that should make our app faster and easier to use. If you still need help, please email us at help@gopetplan.com. We’re always working hard to improve the app, so check back weekly for updates in the near future.

App chooses when it wants to work, the website had zero issues.

Got my reimbursement from my first claim with Fetch. Some representatives tell me that they can expedite and then in the next phone call other say they’re not able to expedite anything. I got my last claim and it said it was missing documents. Tell me why I got told by the representative that time that she could put a note that would make it so that it would stop requiring me to upload documents I don’t have. Then our vet actually gave us more notes on the same visit and now that I had them, I went to go submit them and the submit button does not even work. I tried doing one by one. I tried sending them all at once, but I ended up doing since I couldn’t get a person and just kept getting texted links through a bot which led me back to my app that was not letting me submit anything. it’s good for notifications but the text notifications. So really it’s only been good for reviewing now and I ended up uploading the documents in JPEG form via email and via the physical website… probably won’t get my reimbursement for 2 to 3 weeks. If I don’t get it back, then I’m going to another pet insurance or maybe not at all because Figo was useless got nothing back and got nothing from Nationwide either