I have loved Trupanion and felt it was 5 star for many years but this new landing page and sign-in is very bad. I often have to try multiple times and I do not like the predominance of French on the landing page. FYI, I speak and read French.

For the past three years, I’ve recommended Trupanion to every pet owner I know. Unfortunately, that will no longer be the case. It’s become clear to me that Trupanion relies on the fact that customers feel stuck once enrolled — knowing that switching providers means losing coverage for any existing conditions. Because of this, they don’t seem to take customer concerns seriously. As a business owner myself, I believe in doing what’s right when a mistake is made, and I’ve never taken advantage of a situation. Sadly, I can’t say the same for this company. Trupanion boasts a “98% continuous enrollment” rate, but this is misleading. That number doesn’t reflect satisfaction — it reflects the fact that most pet owners can’t risk switching insurers. Once you’re in, any issues you’ve faced with your pet become preexisting elsewhere, leaving customers feeling trapped rather than loyal. When I signed up, I was never informed that coverage for behavioral issues, like anxiety, required an add-on. Our representative listed what wasn’t included in our plan — anxiety was not mentioned. Now, three years later, my dog has been diagnosed with anxiety traits, and I was shocked to learn we’re not covered. Even worse, a Trupanion manager admitted on a recorded call that our representative failed to mention this important detail. And yet, they still refused to offer us the behavioral add-on — which is only around $5/month — despite it being their oversight. We absolutely would have chosen it had we known. It’s incredibly frustrating and disappointing. You expect better from a company you’ve trusted with your beloved pet’s health — especially given the premiums we’ve paid over the years. Instead of righting a wrong, they hid behind policy. Because of this, I can no longer in good conscience recommend Trupanion. We’ll be looking elsewhere for future coverage — even if it means paying premiums upfront. As French Bulldog owners, we’re constantly asked about pet insurance, and we used to be Trupanion’s biggest cheerleaders. Not anymore. Very upset and very let down. ***EDIT TO ADD SINCE I CANT RESPOND TO A REPLY— Cold, scripted responses do not make your customers feel valued. Simply repeating what was said over the phone does nothing to resolve the issue or take ownership of the situation. We chose to call in rather than apply online specifically to ensure we had all the necessary information before signing up. Your representative’s failure to mention a key detail about an add-on service is a clear lapse on your end. No one expects to comb through lengthy testimonials or fine print when speaking directly with a trained representative. Relying on the excuse that we “should have read the fine print” is a complete cop-out. Please don’t claim our concerns are important to you when your reply is clearly a copy-and-paste response with no genuine effort toward resolution. There would be no point to reach out on the matter further as Trupanion doesn’t offer any resolve

This company indicates it gives you back 90% which a lie NEVER have I gotten back nearly half of my vet bills. Always finding a loophole

Same information requested multiple times. Takes too long to process. Such a small amount paid hardly worth the coverage

Nationwide has been covering all my pets for more than a decade. I lost my job March 1st and missed a couple payments. I called to inform them of the situation, they said I could catch up when I'm able. Then, they cancelled my dogs policy in April and won't reinstate it in June. I paid from her birth until now, and now you're saying she might have pre-existing conditions. I will never use your service again, and will tell everyone I know not to. You are a scam.

I have been a customer for 4 years. I have paid approximately 9,000 in premiums, and have used the policy very little. In my last vet visit my dog received those annual shots. It was 10 days before the date allowed (unbeknownst to me) so my $100 reimbursement was declined. I canceled my insurance policy and will never recommend this company to anyone.

I have emailed time after time to have a dog dropped from my policy that is no longer my dog and they refuse to drop the dog and keep billing. I called and they said I had to email in writing. When I email they say I am emailing from the wrong email address and that is impossible and the eamil address they send billing, notices and emails to review them. Originally in 2020 they were great and easy to deal with when a dog had an injury. Since then they deny claims when they should not. And keep billing for a dog I have not had for over two years now. I should only be paying for 2 dogs not 3 so I have reently hired a lawyer and notified the insurance commission in Texas of the problem and their unwillingness to resolve. Well, here it is July 3 and we have still not heard from Trupanion even though they indicated they would review and reach out. Par for course.

Been a customer with 5 Pets on plans for over 4 (some of them 6) years and was given misinformation by one of the customer representatives causing 3 of my pets plans to lapse. I was very understanding that mistakes happen and I had to reenroll them.. that was up until through the process my within a year records weren’t good enough and now I have to pay for an exam that would’ve been covered had I not been given misinformation. - If I’m completely starting over with a company I’ve been loyal to but isn’t willing to work with me in return, might as well shop around since have to start from complete scratch anyway.

The Wellness coverage is disappointing. Other pet insurance companies offer better Wellness program coverage for an equivalent fee.

I was very transparent in my submission as to my dog's health and pre-existing conditions. Obviously, I realize that none of her pre-existing conditions would fall under allowable coverage, however, there's a lot more to a dog than a pre-existing condition. There are many areas of Health and Wellness that need to be addressed throughout the lifetime of a dog. Yet you declined my application. Not cool! I will never use Nationwide again nor will I refer any friends or family to it. I used Nationwide for a previous dog and I wasn't entirely satisfied with it then either.