The SOAP notes have been holding me up. The vet office doesnt typically share these so I have to make several additional attempts to gather everything needed to get a claim paid. I wish there was a direct line from the vet to the ins so I didnt have to ask for this each time.

I had already got a quote and had to request a second quote which was higher than my first. In addition I have not received any new information on if it was approved or not

Not a great experience with these guys unfortunately. The first claim we made took 5 weeks to process. All communication was restricted to the app. Price was increased by 15% after 5 months. The PDS (Product Disclosure Statement) is not available in .pdf and only on the app. Additionally the app PDS does not share the details of the $ coverage for each aillment (i.e ticks), making it difficult to compare to alternative insurance providers. I've switched to Budget Direct who were significantly cheaper, provide a detailed PDS in .pdf via email and have both an app chat and call centre for any claims/questions.

Terrible customer service. I was hit by one of their customers and it's a nightmare trying to get the car fixed and a rental car. It is days before hearing back from emails. The check was somehow sent to an incorrect address and took a month to find out why. You get what you pay for and this company must be the cheapest insurance option available because they have the worst customer service I've ever experienced.

I wasn’t able to complete my claim online. The person I chatted with said she would send me an online and she would send me a claim form online to fill out and then upload. Luckily, I haven’t had to have any claims, but never mentioned what I then saw after I was frustrated and got off the phone that you needed to update your password if you hadn’t been on the site this year, so all that time and $77 a month was not anybody even mentioning that could’ve been an issue I figured it out myself I’ve said this once before to this organization you’re charging $77 and change a month for 20 month old I mean a 20 pound dog And so I am fact would expect more than that in customer service

I filled out the application online for new pet insurance and when I submitted it, the website told me there was an error and it was not submitted. I chalked it up as a loss and moved on to the next insurance company to get a quote. The next quote I got was only marginally more expensive, so I went ahead and started my policy with the other insurance company. About an hour later I got an email that my application did go through, but it will be 3 business days before my policy starts. Now I have no one to contact to cancel the policy.

there is no customer service. Chat box does not allow you to speak to an agent or even type the issue. You need to spend too much time just to find an answer to a simple question.

Hire more people so the wait on the phone isn't soooo long.

They are not transparent in the status of the backend processing. I expect: 1) automated updates on processing 2) an option to choose how to be refunded 3) an proactive posture towards updates.

Premiums going up and service going down. Incoherent denials. Even my vet said she is not happy with trupanion these days.