Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a claim for my dog's dental surgery on Sept 4, 2024. After a few appeals, Trupanion still decided to reject my claim, because a vet visit note in Dec 2023 showed a recommendation of dental procedure from my vet, which Truapnion thought I wasn't following the vets recommendation that a dental procedure should be done within the recommended timeframe. What happened was that after discussing, my vet gave an alternative recommendation that was verbally communicated. My vet has also provided explaination and supporting information to Trupanion in the appeal form. In fact, none of the policies state that the vet's recommendation should be in written format, or one should only follow the first recommendation from the vet. During my argument with Trupanion, the agent admitted that the policy wasn't clear, because "it's not possible to put all details in the policy". However in healthcare, no matter it's for human or animals, it is very common that one condition could be treated by different methods or ways. There is never only one way to treat a disease or condition. It is also common that the doctor or the vet give different opinions. Trupanion also refused to review any new information I provided for the case again, simply because "this case has been reviewed three times, and there was no need to review it again".I respect the policy, but it has to be fair. If the information is not stated on the policy, how is a customer supposed to know? My request is that Trupanion should handle my claims and all other the claims according to what is on the policy and with fairness.

  

  Business Response

  Date: 14/03/2025

  Date: 3/14/2025
  BBB Case ID # ********
  Policy # TC0002029493
  Complainant: ***** **
  
  Trupanion has received the concerns presented by Ms. *** and we appreciate the opportunity to address them in further detail here. We hope her pet is feeling better now. We have thoroughly reviewed Ms. *** claims to ensure that coverage has been applied fairly and accurately according to our coverage terms.
  
  We review all claims and apply coverage according to both our plan terms, as well as each pets medical records as provided by their treating veterinarian. According to ****** pets medical records on file from her pets examination on 12/13/2023,her veterinarian recommended that her pet undergo Dental Prophylaxis.
  
  Per Ms. *** coverage plan specifies under Section 7.A.III, Things You Must Do To Receive Dental Illness Coverage,that you must follow your veterinarians advice about dental care, and if recommended, your pet must undergo Dental Prophylaxis performed by or under the direct supervision of a veterinarian within the recommended timeframe. If your veterinarian does not provide a recommended timeframe, then the specified treatment must be completed within 3 months of the date of recommendation.Because Ms. ** did not complete a Dental Prophylaxis for her pet within 3 months of the date of recommendation, we are unable to extend coverage for her pets current dental illness claims.
  
  While we understand that this is not the outcome Ms. ** hoped for, we have no further information to provide and believe this matter to be fully resolved. A member of our team has also been in touch with Ms. ** directly to discuss her claims in further detail. If Ms. ** has any further questions, we encourage her to call us at ************** or chat with us online.
  
  Take care,
  The Trupanion Team
  
  

• Initial Complaint

  Date:08/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was attempting to change my deductible for Trupanion and was given two very different quotes within the matter of ********************************************************************************** to pay the high rate. I have attached the two pictures of the quotes given to me as well as the managers emails back and forth with acknowledgment that they messed up. To me this leaves me feeling as if the pricing can be.

  

  Business Response

  Date: 16/01/2025

  Date: 1/16/2025
  BBB Case ID # ********
  Policy # TC0001937564
  Complainant: ******** *******

  
  Trupanion has received the concerns presented by Ms. ********** understand there has been some confusion and we appreciate the opportunity to offer clarification here. Our team has thoroughly reviewed Ms. ******** specific account and confirmed that her monthly cost is accurate based on the information below.
  

  As an insurance provider, our priority is to ensure that our pricing aligns with the unlimited payouts we promise for every pet we ********** achieve this, we will conduct regular reviews of our rates in light of trends in veterinary care costs and usage. By adjusting our rates accordingly,we aim to guarantee that all members benefit from pricing that is accurate,fair, and non-discriminatory.
  

  After reviewing Ms. ******** account, we found that her pricing was scheduled to be adjusted on January 9, 2025. Prior to that date,Ms. ******* contacted our team and received initial quotes that did not reflect the updated rates applicable to her area. Later that same day, our team provided her with quotes based on the updated rates. Since Ms. ******* has received accurate information and we must ensure her pricing aligns with the current rates for her area, we are unable to honor her request to use the outdated pricing for her account.
  

  While we understand this may not be the outcome Ms. ******* hoped for, we have no further information to provide and believe this matter is resolved. If she has any additional questions or would like to talk through her plan in more detail, we encourage Ms. ******* to please contact us directly.Our team can be reached 24/7 by phone at ************* or by live chat through her online account.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 18/01/2025

   
  Complaint: 22780190
  
  I am rejecting this response because:
  
  To provide inaccurate pricing and then not honour is a scam to the consumer. Honour your mistakes or at least provide other options to the customer. 
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 30/01/2025

  Date: 1/30/2025
  BBB Case ID # ********
  Policy # TC0001937564
  Complainant: ******** *******
  
  Trupanion has received the further concerns presented by *********** We regret to inform her that we remain unable to provide the desired resolution she had hoped for.

  As insurance, we must treat all of our members fairly in all aspects of coverage and pricing. This means that all members must be subject to the same rates that are currently in effect for their area.
  
  The rates used calculate Ms. ******** monthly cost have been developed by our pricing actuaries and apply to all members in *************************. We are therefore unable to provide Ms. ******* with a lower rate, as doing so would be unfair to other members in the area.
  
  We do not have any additional information to share at this time and believe that this matter has been completely addressed. If she has any additional questions, we encourage Ms. ******* to please contact us directly.Our team is available 24/7 at ************* or by live online chat.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 30/01/2025

   
  Complaint: 22780190
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** *******

  Customer Answer

  Date: 31/01/2025

  I am rejecting due to the negligence Trupanion had with informing me about proper quotes when asked. The real quote is significantly more expensive for the consumer.

• Initial Complaint

  Date:26/11/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trupanion is claiming tooth surgery for our dog as ineligible. Here is what they said when we submitted a pre-approval request:"We can't cover this claim because you didn't follow your veterinarian's recommendations for dental care. In order to recieve coverage, your pet must recieve the recommended procedure within the suggested timeline provided by your veterinarian. If no timeline is given, the procedure must be done within 90 days of the inital recommendation. (7.A.III.)Notes from ************************** on May 2, 2023 showed a dental cleaning was recommended. These include crowding of lower incisors. Tartar and slight mobility. Mild recession around the k9s, recommend for owner to plan for a dental to remove crowded incisors . As this cleaning was not done within your veterinarian's recommended timeframe or within 3 months of the recommendation, this portion of the claim cant be covered."We were about to relocate to a new province for work and didn't go through with surgery at that time because our vet said that it could wait until we settled in our new city. Plus, the vet didn't have an opening for the surgery until late August 2023, and we needed to be in our new city by that point to start the new ****** soon as we arrived in our new house, we looked for a new vet to get the surgery done but unfortunately our dog got overdosed by a local vet and almost died. Our dog had compromised liver functions because of the overdose, so we needed to wait several months to put him through surgery.We are trying to get Trupanion to follow through with their coverage policy by accepting that our vet forgot to mention a recommended timeframe for dental cleaning and that this recommended timeframe was not 90 days. This surgery will cost us between $2,000-3,000 and is of paramount importance for the health of our ******'d be happy to provide any further details. Many thanks!

  

  Business Response

  Date: 05/12/2024

  Date: 12/5/2024
  BBB Case ID # ********
  Policy # TC0002005861
  Complainant: Desire ******** de ***** *****
  
  Trupanion has received the concerns presented by *** de ***** *****, and we appreciate the opportunity to offer support. We hope she and her pup are both doing well.
  
  Our team has completed a thorough review of *** de ***** ***** coverage and reached out to her directly to discuss our findings. We believe this matter to be resolved. If she has questions, we encourage *** de ***** ***** to please contact us directly.
  
  Take care,
  The Trupanion Team
  ************* 

  Customer Answer

  Date: 12/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Desire ******** De ***** *****

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Re: Trupanion **************** and Fraudulent Practices (October 28, 2024)We have been paying premiums to this company since July 2022 and we assumed our dog Nutmeg was covered by their pet insurance plan. We were just recently made aware that she was registered only a few days ago and so it seems that this was because they claimed repeatedly that they had not received the veterinary records. After these latest communications it appears that this was also false as we checked with our vet and the records were sent promptly when asked. I have discussed this situation with a lawyer friend, and he advised me that this constitutes fraud. The company collected premiums from us for more than two years increasing them substantially on each anniversary date when we were actually not insured. When we actually tried to make a claim they asked for the records again -- but were happy to collect the premiums in the meantime though we were not registered with them. We have since cancelled our 'coverage' and am seeking a refund for the premiums paid. It seems they have scammed many customers this way. They have also been very difficult to communicate with, though I was finally able to lodge a complaint through the companion website 'trust pilot.' Despite the recent communications, I am not happy with their response .

  

  Business Response

  Date: 11/11/2024

  Date: 11/11/2024
  BBB Case ID # ********
  Policy # N/A
  Complainant: ***** *********
  
  Trupanion has received the concerns presented by Mr. ********** We do not have an account associated with his name or contact information as provided in this complaint.Because we cannot verify that he is associated with a Trupanion account, we're unable to address these concerns. For the best support, we encourage ************ to please contact our team directly by phone at **************
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22499463
  
  I am rejecting this response because:

  This response seems to be a standard delay tactic.  The account code was provided to the company.  It was listed under my wife's name (****** ******) which would be easy to discern after the many emails to your company about this issue.   Please spend the necessary time to refer to the many complaints that were made to your company prior to this formal complaint to the BBB.  

  Sincerely,
  
  ***** *********

  

  Business Response

  Date: 18/11/2024

  Date: 11/18/2024
  BBB Case ID # ********
  Policy # N/A
  Complainant: ***** *********
  

  Trupanion has received the further information provided by Mr. ********** Because his name is not associated with a Trupanion account, we remain unable to address his concerns here. We again encourage Mr. ********* to please contact our team directly by phone at **************
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 19/11/2024

  Dear Trupanion,

  I reject this response for the same reasons as the first.  My email address was cc'd with the following response from your parent company just today.  Therefore it is clear that your company knows that Vajiramlie (my wife) and I ***** ********* are co-complainints on this file.  We also reject the response that is highlighted in the attached letter as it confirms we were not registered as insured by Trupanion while we were making payments.

  We will likely be taking this up in small claims court now if you fail to agrees this here.

   

  Thank you

  ***** ********* and Vajiramalie ******

  

  Business Response

  Date: 27/11/2024

  Date: 11/27/2024
  BBB Case ID # ********
  Policy # N/A
  Complainant: ***** *********
  
  Trupanion has received Mr. ********** further concerns. We see that he has been able to receive information via another venue, and we are glad to reiterate those details here. Our team has thoroughly reviewed this account and confirmed that coverage was handled appropriately with correct information provided to the named accountholder at all times.
  
  According to our plan terms, once a pet is signed up for coverage, their plan will remain active until cancelled. In the event a member requests cancellation within the first 30 days of signing up, they can be entitled to a full refund of premiums paid per section 3.J of our plan under General Conditions of Coverage.
  
  Our plan is here to help with the cost of treating pets for new conditions they may develop after their coverage is fully in place. We will apply coverage according to these plan terms, as well as each pets medical records as provided by their treating veterinarian. This is further outlined in section 5.B of our plan under Our claims process What happens if you need to make a claim. These records must be clear and legible to ensure accuracy in claims processing. Please note that medical records are not required for a pets plan to remain active; however, they are required when applying coverage to a claim.
  
  Based on the information on file, Nutmegs plan started on 7/4/2022. Cancellation of this plan was requested by the named accountholder on 10/23/2024. Because this is outside the 30-day window permitted by our plan for full refunds, we are unable to provide any additional refund of premiums here.A prorated refund of premiums paid has been correctly issued in accordance with our plan terms.
  
  We have also reviewed the medical record submission history for pet Nutmeg and confirmed it was handled appropriately. Records received in April 2024 from both ******* clinic and the named accountholder were illegible and therefore unusable. We notified both the clinic and named accountholder at that time that we required a clear copy of the files to assess future claims. Clear and legible medical records for pet Nutmeg were later received on 10/22/2024.
  
  There are no claims on file for assessment. We encourage the named accountholder to submit any claims for treatment ****** received between the policy start date and date of cancellation so we may review them for coverage.
  
  While we understand this may not be the answer Mr. ********* hoped for, we have no further information to provide and believe this matter is fully resolved. Should he have further questions or wish to discuss his concerns in more detail, we ask him to please contact us directly.
  
  Take care,
  The Trupanion Team
  *************
  

  Customer Answer

  Date: 28/11/2024

   
  Complaint: 22499463
  
  I am rejecting this response because it doesn't address the substance of my complaint.  It is a fraudulent practice to accept premiums when coverage has not been offered.  I will be taking this up in small claims court.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  Date:22/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been waiting for over a month for my claim to be processed I reached out to you guys a couple weeks ago and you contacted trupanion and the very next day after at least 10 attempts by myself you guys got it processed in one day then I waited for the money to deposited into my account only to find out another week later that they put it into a wrong old account after me updating the info well over 6 months ago and they have been using the account to withdraw my payments monthly but didn't put my claim monies in it when I contacted them I was told they made a mistake and I couldn't get my money that by law they owe because it's their policy so I don't feel I should have to wait because of their error can you get them to put my money in my account as per agreement in our contract/policy I want my money I'm owed

  

  Business Response

  Date: 30/10/2024

  Date: 10/30/2024
  BBB Case ID # ********
  Policy # TC0001637963
  Complainant: **** ********
  
  Trupanion has received the concerns presented by Mx. ********. Were sorry to hear their experience has not exceeded expectations, and we appreciate the opportunity to offer support.
  
  We are happy to report that their claim payout has now been issued by their preferred claims payment method. We believe this matter to be resolved. Should they have further questions or concerns, we encourage Mx. ******** to please contact us directly. Were available 24/7 at ************* or by live chat through their online account.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 30/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/06/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have pet insurance through Trupanion for my dog. I began paying for my plan in 2019 at less than $60 a month, I have since increased my deductible by 150% and then my rate increased to around $75 In 2021. Within three years my monthly insurance has increased from $76 to now $135 per month as of 2024. They state they do not raise rates due to age and they also claimed to have lowered my rate when a claim was made. I feel like Im being robbed and I know Im not the only one. The one and only time my insurance has decreased was when I raised my deductible.

  

  Business Response

  Date: 14/06/2024

  Date: 6/14/2024
  BBB Case ID # ********
  Policy # TC0001852227
  Complainant: *********************************
  
  Trupanion has received the concerns presented by **********************.We understand it can be difficult to see pricing change over time, and we appreciate the opportunity to offer support here. Our team has thoroughly reviewed Ms. ********** specific account in detail and confirmed that her monthly cost is correct based on the factors and review laid out below.
  
  Every pet is different, so their monthly cost is also unique to them and based on their individual characteristics that are established on the date they enroll. These characteristics include their breed, ***, and age at enrollment, as well as their geographical location and the coverage options selected for their plan. We strive to ensure that each pets monthly cost is accurate, fair, and non-discriminatory while also supporting the unlimited,lifetime payouts we promise to provide on treatments for new conditions pets may develop after their plan is fully in place.
  
  We regularly review our rates alongside economic trends like inflation, as well as overall trends specific to the industry we cover veterinary medicine. We consider how much veterinary treatments cost, how many treatments are being provided, and how those treatments may be improving with technology. For example, we look at how expensive a treatment like an x-ray is, as well as how many x-rays are being performed on pets, and whether pets are receiving sophisticated treatments like MRIs more often instead of x-rays.
  
  We then apply this analysis to the individual characteristics mentioned above to develop a pets unique monthly cost. By keeping our pricing in line with industry trends, we can ensure our rates continue to support unlimited payouts for every pet we protect.
  
  Because Ms. ********** monthly cost is accurate according to her pets individual factors and our pricing review as outlined above, we are unable to honor the desired settlement here. While we understand this may not be the outcome she hoped for, we have no further details to provide and believe this matter is resolved.
  
  A senior member of our team has also reached out to ********************** directly to offer support. If she has any additional questions or would like to further review her specific account and pricing history, we encourage ********************** to please contact us directly. Our team is available 24/7 by phone at ************* or by live chat through her online account.
  
  Take care,
  The Trupanion Team
  

• Initial Complaint

  Date:21/05/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had dog insurance with Trupanion which I had to cancel because Trupanion doesnt provide coverage in ***************. My dog and I had a trip that was going to last for a couple of months.When I returned to Canada, I reinstated my insurance, a month later I submitted a claim with Trupanion for my dog Reef, and it was denied under the statement that my dog had a pre-existing condition. My dog was previously treated, and a claim was sent and covered by Trupanion on my first policy before it was cancelled. When I submitted the claim for an issue that was covered in the past, Trupanion said that it was a pre-existing condition even though it was covered in the past under his old policy. Trupanion is refusing to cover my Service dog expenses.

  

  Business Response

  Date: 28/05/2024

  Date: 5/28/2024
  BBB Case ID # ********
  Membership # TC0002024652
  Complainant: *******************************
  
  Trupanion has received the concerns presented by ********************. We understand this is not the claim outcome he expected, and we appreciate the opportunity to offer support here.
  
  Our plan is here to help with the costs of treating new conditions that pets may develop after their coverage is fully in place. Any conditions that begin before that time will not be eligible for coverage. This is further outlined in section 9.B.I of our plan under What we do not cover:Pre-existing Conditions. This section states we do not cover treatments for Illnesses or Injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the Policy Enrollment Date. We apply coverage according to these plan terms and each pets medical records as provided by their treating veterinarian.
  
  ******************** initially started coverage for his pet on 2/15/2022. That coverage was canceled at Mr. ********* written request effective 1/1/2024. ******************** then started new coverage for his pet on 4/9/2024.His pets current coverage is therefore based on a Policy Enrollment Date of 4/9/2024.
  
  According to the medical records on file from *************************, Mr. ********* pet presented with limping on 1/27/2023.Further records from Paramount 24 ******************** also note a history of limping on 8/19/2023. The current claim is for mobility issues dated 5/17/2024.Because Mr. ********* pet presented with similar symptoms prior to the current Policy Enrollment Date, we are unable to honor the desired settlement of extending coverage to this condition.
  
  While we understand this is not the outcome ******************** hoped for, we have no further information to provide and believe this matter is resolved. A member of our team has also reached out to ******************* directly. If he has further questions or would like to discuss his experience in more detail, we encourage him to please contact our team any time by phone at ************* or by live chat through his online account.
  
  Take care,
  The Trupanion Team
  

• Initial Complaint

  Date:29/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year I enrolled for pet insurance for both my animals. The premium was approx $215 per month tx incl. I now received a notice for each of my pets and my total monthly premium will be approx $315 per month tx incl. This is an increase of over 46%. I've haven't made any claims on either of my pets. I do not accept this increase and find it criminal that Trupanion believes it can do this to consumers. Some quotes from Trupanion's website: ''To put it bluntly, we put pets before profit.'', ''Having to use your pets coverage shouldnt come with consequences, which is why we wont hike your monthly cost when your pet needs care.'' This is their "Pricing Promise". I am livid with the increase. It is unsubstantiated and unacceptable.I demand a billing adjustment downwards of at least 35%.

  

  Business Response

  Date: 07/05/2024

  Date: 5/7/2024
  BBB Case ID # ********
  Policy # TC0002135008
  Complainant: *****************************

  Trupanion has received the concerns presented by **********************.We understand how difficult it can be to see this kind of change and we appreciate the opportunity to offer support here. Our team has thoroughly reviewed ********************** specific account in detail and confirmed that her monthly cost is correct based on the factors and review detailed below.
  
  Every pet is different, so their monthly cost is also unique to them and based on their individual characteristics that are established on the date they enroll. These characteristics include their breed, ***, and age at enrollment, as well as their geographical location and the coverage options selected for their plan. We strive to ensure that each pets monthly cost is accurate, fair, and non-discriminatory while also supporting the unlimited,lifetime medical coverage we provide.
  
  We regularly review our pricing alongside overall trends in the cost and use of veterinary treatments to make sure were priced to support the unlimited coverage we promise for every pet we protect. This means that changes in our pricing are mainly due to an overall increased use of veterinary care and improvements to that care through better technology.
  
  During this review, we analyze trends including how much veterinary treatments cost, how many treatments are being provided, and how those treatments may be improving with technology. For example, we consider how expensive a treatment like an x-ray is, as well as how many treatments are being performed on pets, and whether pets are receiving sophisticated treatments like MRIs more often instead of x-rays. We then apply this analysis to the individual characteristics mentioned above to develop a pets unique monthly cost.
  
  Because ********************** monthly cost is accurate according to her pets individual factors and our pricing review as outlined above, we are unable to honor the desired settlement here. While we understand this may not be the outcome she hoped for, we have no further details to provide and believe this matter is resolved.

  A senior member of our team has also reached out to ********************** directly to discuss her specific account and pricing. If she has any additional questions or would like further support, we encourage ********************** to please contact us directly. Our team can be reached 24/7 by phone at ************* or by live chat through her online account.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:29/04/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trupanion received the attached letter sent by registered mail, with receipt confirmed by signature on April 12, 2024. The same letter was copied to ****** *****, Complaint Officer at ********** ********* ******* ** ******, the underwriting company, with receipt confirmed by signature on April 10, 2024. To date, neither Trupanion nor ********** has responded to the concerns raised in the letter. This complaint is being filed with the Better Business Bureau as one method to expose Trupanion's ********* practices and their unwillingness to address the ************* between their advertised policy and the actual coverage they provide. In summary, our dog underwent a necessary dental procedure on April 15, 2024, which cost $4,222.55. The dog has been insured with Trupanion since September 18, 2021 under a policy that stipulates 90% coverage and a $500 deductible per claim. However, Trupanion only reimbursed $2,266.52 for this procedure. The explanations provided for the significant amount not covered were either vague, inconsistent with the terms of the Trupanion Policy (Medical Insurance for the Life of Your Pet - **********), or entirely absent. In two instances, the reason given was simply stated as "Other," and no amounts were associated with any of the deductions. Please refer to the attached document for greater detail. Per the terms of our agreement, Trupanion should have paid $3,300.29 for this claim. I am therefore seeking an additional payment of $1,033.78 from Trupanion to rectify the discrepancy in alignment with the 90% coverage and $500 deductible stipulated in our policy.

  

  Business Response

  Date: 07/05/2024

  Date: 5/7/2024
  BBB Case ID # ********
  Policy # ************
  Complainant: ******* ********

  Trupanion has received the concerns presented by Mr. ********. We understand this experience hasn’t exceeded his expectations and we appreciate the opportunity to offer support.
  
  Our team has thoroughly reviewed Mr. ********’s claims and reached out to him directly to provide further information about our findings. We believe this matter to be resolved. Should he have further questions or wish to discuss his experience in more detail, we ask Mr. ******** to please reach out to us directly. Our team is available 24/7 at ************* or by live chat through his online account.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 08/05/2024

  
  Complaint: ********
  
  I reject Trupanion's response as I have not accepted any resolution. I invite Trupanion to detail the specific actions taken that led to their conclusion that this matter is resolved.
  
  ******* ********

  

  Business Response

  Date: 15/05/2024

  Date: 5/15/2024
  BBB Case ID # ********
  Policy # ************
  Complainant: ******* ********

  Trupanion has received the further concerns presented by Mr. ********. We’re glad to provide additional information here.
  
  Upon receiving Mr. ********’s initial complaint, our team undertook and completed a thorough secondary review of his claim. During this review, we ensured that Mr. ********’s claim was adjudicated correctly according to our coverage terms. This review resulted in additional payout on the claimed condition.
  
  Our team reached out to Mr. ******** directly by email to his email address as provided in this complaint to advise of the additional payout due to him, as well as to clarify our application of coverage during both our initial and secondary reviews. We also connected with his clinic to confirm payment information for the additional payout on this claim.
  
  While the total payout may not be the amount Mr. ******** hoped for, it is the correct amount per the terms and conditions of our plan. Our team has followed up with Mr. ******** directly to address his feedback and we have no further information to provide.
  
  We hope this resolves the concerns presented. Should he have further questions, we encourage Mr. ******** to please respond to our email or contact us directly.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 23/05/2024

  
  Complaint: ********

  While I am not satisfied with the response, I have provided more detail by email. There is also an investigation open with the **** (********* ******** ********** ********* ** *******), and I plan to pursue the matter in court, which may set precedent to support other clients in achieving equitable claims resolutions.

  BBB may close this file. Thank you for your assistance.

  ******* ********

• Initial Complaint

  Date:25/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to cancel my coverage on Friday March 22 and was assured I would receive an email within 24 hours confirming the cancellation of coverage the prorated refund amount.Then I get another call today want to "discuss my cancellation details and refund". And I had to call a number and I have been on hold for 7 minutes and counting.It was very easy to sign up. And they're making it unacceptably difficult to cancel the coverage.

  

  Business Response

  Date: 25/03/2024

  Date: 3/25/2024
  BBB Case ID # ********
  Policy # ************
  Complainant: *******************

  Trupanion has received the concerns presented by Mr. ***** and we appreciate the opportunity to offer support.
  
  Our goal is to ensure members are well-informed when choosing to maintain or discontinue coverage, so a licensed member of our team is required to talk through cancellation information and disclosures with our members directly. We apologize for any frustration this caused Mr. *****.
  
  We see ************** has been able to connect with our team to finalize his cancellation request. The desired settlement has been honored here and we believe this matter to be resolved. Should he have any questions, we encourage Mr.***** to please contact us directly. Our team is available 24/7 by phone at ************* or by live online chat at www.Trupanion.com.
  
  Take care,
  The Trupanion Team