Trupanion is fine... sometimes. Over the past two years it appears they are desperately trying to not pay claims. In particular, recurrent health issues with your pet are becoming a challenge. This is because the claims specialists "tag" each claim. This is done manually, and often has significant error. As such, you wind up paying deductibles multiple times. Trupanion isn't particularly helpful on this issue. They explain that they "cannot initiate appeals" legally, but are unable to answer why this is a legal requirement when pressed. Moreover, they put the onus on the customer to try to link together all records (which are in their claim system already), populate an extensive form, etc. It appears that Trupanion is trying to leverage this tactic to make it a highly manual and labor intensive process, making the customer "give up" in the process. I'm also surprised that Trupanion is one of the few companies where I do not see a NPS question after an interaction or are offered the opportunity for a survey. I used to highly recommend Trupanion, but now I would say to avoid and consider other options.

Trupanion was wonderful. I was a little disappointed that I still had to pay for most of the event bill even though I have the 90% plan it’s all the little hidden cost, but it was easy to use and friendly staff when I called.

I’ve just filed a claim for my kitty that’s been having episodes of blood in his poop again which I’ve observed to happen mostly when he gets anxious. I took him to the Vet for his wellness check and further investigation of the above issue and a stool exam was ordered. I submitted a copy of the paid invoice to Trupanion and for some reason they came up with a diagnosis of Diarrhea and I really don’t know where they got that from. Since it’s a new diagnosis as per their underwriting, I have to start paying a new deductible again. They turned a blind eye on the actual issue of Anxiety, maybe because the deductible for that condition has been met. Now they want me to file an appeal for their own mistakes. It’s the same issue everytime I file a claim. It always ends up with filing an appeal because of their mistakes. And to top it all, Trupanion is again increasing my monthly payment from $66 to $98 because they said the average cost and use of vet services in my area has increased. The insurance payments for my cat started at $37 when he was a kitten and has increased yearly for these 4years. Is it really the same for everybody else?

Redundant filling of information when submitting a claim. Nebulous explanation of benefits. Unclear, unpleasant web site. Rare to find veterinary practices accepting the direct payment from Trupanion.

Trupanion gets A for speed, but when I purchase insurance for my dogs I expected Trupanion to pay doctor's fees for an accident. I knew it didn't pay for routine visits and wellness, but REALLY an accident! How is the vet supposed to know how the animal should be treated without a vet's opinion. Waste of my premiums. A $6,000 bill and, maybe, Trupanion will pay $35%.

Disappointed Registered for the free 30 day trial and when Cooper (10 weeks old) hurt his paw I was denied coverage for the vet bill and X-ray because he didn’t have a vet inspection first, even though I got him from a breeder and he had been seen by a vet for his first shots. I WILL DEFINITELY be looking at other plans.

This company can improve by covering services for our pets that we are paying for. I submitted an appeal for a denied claim for my cat who had a enucleation surgery *before* he came to me. He developed cysts only *after* the enucleation surgery, but y’all have denied paying that claim saying it was pre-existing. It was not pre-existing and my vet made it clear that it was not pre-existing yet y’all still will not pay. At this time, I am considering canceling coverage for all six of my cats because y’all are simply not paying.

The amount of coverage is abysmal. For a policy that costs 120/month and to only get 50 back on a 500 dollar emergency visit for a paralyzed leg is a joke

The whole issue of starting a new claim every time my veterinarian calls the condition diarrhea and a new deductible is more than frustrating. It feels dishonest. The dog has chronic diarrhea well controlled with medication….. we have tried to determine a cause. If the claims adjuster would look at the record this would be clear. Then am told “we don’t go back that far because diarrhea is a symptom not a condition”. Apparently they are reviewing this but after at least six calls with different people and my veterinarian having to resend the dogs entire medical record ( he is 9 years old!). Prior claims were handled in a satisfactory manner but not this condition. Come live at my house for a while and experience living with a dog that has intermittent diarrhea then you may have some empathy

I love Trupanion‘s Customer Service, I love the expedited payment process, that being said, I am extremely displeased with how Trupanion has changed their policy on covering exam fees. When you take your pet to a specialty hospital, the exam fees are astronomical. I just paid over $800 in exam fees alone. None, of which were reimbursed. This does not way favorably on Trupanion‘s behalf. Trupanion says that exam fees are “routine fees“ and can be planned for. I disagree totally. I have a 90% deductible. I pay $200 a month for coverage for two pets. Coming out of my pocket for 800+ dollars for an EMERGENCY Visit is not routine, nor can it be planned for. I truly wish Trupanion would reconsider the decision about exam fees. Veterinarians keep raising their prices, and it makes it more and more a major part of the bill.