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:04/11/2025

  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.

  Complaint Summary:I signed up for pet insurance with Trupanion for my new puppy, expecting peace of mind and help covering vet costs. Instead, I was charged a steep monthly fee, received no support for routine or initial care, and ended up spending significantly more than I would have without the insurance.Details:Trupanion charged me over $102.00 in addition to the $225 I already paid my vet making my first visit total over $327, when it could have been just $225. I was under the impression that the insurance would help offset that cost, but it covered absolutely nothing related to the appointment.Trupanion provides no benefits for preventive care or standard vet visits, which are the most common expenses for a new puppy. It only seems to be useful in extreme or emergency situations like end-of-life care. Thats not what I needed or was led to believe when signing up.When I tried to cancel and request a refund, I was told I wouldnt get my money back. I feel misled, and I would not recommend Trupanion to anyone. Its a waste of money and functions more like a scam than a helpful insurance service.Resolution Desired:I want a full refund of what I paid to Trupanion.

  

  Business Response

  Date: 04/21/2025

  Date: 4/21/2025
  BBB Case ID # ********
  Policy # TU0004614641
  Complainant: ***** *

  
  Trupanion has received the concerns presented by Ms. ** and we appreciate the opportunity to offer our support here.

  
  We strive to be transparent about all aspects of our coverage. Were here to help with the unexpected costs of treating new injuries and illnesses that pets may develop after their plan is in place. Because we focus on helping with treatment costs when pets are sick or injured, we do not cover preventative care or expected costs at anytime, such as vaccinations and wellness visits.

  
  This is further outlined in Ms. ** policy documents in Section 9.C, What We Do Not Cover, where it advises Other Exclusions: We do not cover at any time or for any reason the costs, fees, or expenses associated with; I. Examinations [] VII. Diagnostic Testing or Veterinary Treatment administered when the pet has not evidenced any sign or symptom of an illness or injury including but not limited to Routine or Preventative care.

  
  As Ms. * was paying for the service of insurance, we are unable to honor the desired settlement and refund all premiums paid. While we understand that this may not be the outcome Ms. * had hoped for, we believe this matter to be resolved and have no further information to provide. Should Ms. * have any further questions, we encourage her to call us directly at *************, or chat with us live online through her member portal.

  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:04/08/2025

  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.

  Trupanion has sold me a pet insurance product, which does not cover anything. They DO collect breed and age info, but refuse to cover anything. The very first claim was rejected. *** warned me this is the outcome with 99% of their clients.

  

  Business Response

  Date: 04/18/2025

  Date: 4/18/2025
  BBB Case ID # ********
  Policy # TU0004566200
  Complainant: ******* *********

  
  Trupanion has received the concerns presented by Mr. ********* regarding his claims, and we appreciate the opportunity to address them here. We hope his pet is feeling better now. We have thoroughly reviewed Mr. ********** claims to ensure that coverage has been applied fairly and accurately according to our coverage terms.

  
  Our policies are here to help with the costs of treating pets for new conditions that they may develop after their coverage is fully in place and any applicable waiting periods are through. If a medical condition begins before this time, it will be pre-existing and ineligible for coverage. A diagnosis is not necessary for symptoms of a condition to not be covered. This is further outlined in section 9.B.I of our policy under What we do not cover. This section states that our policy does 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.

  
  Mr. ********* enrolled his pet on a Trupanion policy on 12/12/2024. Per Mr. ********** pet medical records from **********************************, his pet presented on 11/25/2024 for a re-evaluation of skin. Owner notes worsening of swollen eyelids and muzzle [] Pt is very itchy per owner.Per the physical exam in the records from this date, the pet was also notated to have interdigital erythema on rear paws. Generalized erythema of skin.

  
  Records from this visit further notate that they discussed possibility of needing biopsy for definitive diagnosis if not well controlled/recurrent severe dermatitis. This pet was also diagnosed with dermatitis on their visit to ********************************** on 11/16/2024. Because Mr. ********** pet presented with symptoms consistent with this condition prior to starting coverage, were unable to extend coverage for his pets claim.

  
  We see that Mr. ********* has chosen to cancel his pets medical coverage with us. After careful consideration, and to show good faith,we have approved Mr. ********** request for a full refund of his premium in the amount of $419.98. If Mr. ********* should have any further questions concerning his account, we encourage him to please reach out to us directly at *************,or by chatting with us live online through his member portal.

  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:04/07/2025

  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.

  Buyer Beware** ?I enrolled with Trupanion hoping for reliable pet insurance, but my experience has been deeply disappointing. When my dog Ringo got sick from eating paint last June, I signed up same-day after seeing their ad at the vet, implying immediate coverage. Turns out, theres a 30-day waiting period, and they labeled his diarrhea a pre-existing condition, denying the $600 claim. I stuck with them anyway, paying $57/month. ??Then, in early 2025, Ringo had severe itching and redness all over Including his ears which were not infected at all, but itching from a new suspected food or seasonal allergytotally unrelated to earlier ear infections caused by bath-time issues when he was a puppy. Despite paying $175 out-of-pocket (past my $200 deductible), Trupanion denied this claim too, linking it to those old ear infections. Their broad, unfair definition of pre-existing conditions seems designed to reject claims rather than help pets. Ive canceled my policy and cant recommend themlook for a provider with clearer, more honest practices.

  

  Business Response

  Date: 04/17/2025

  Date: 4/1/2025
  BBB Case ID # ********
  Policy # TU0004468052
  Complainant: **** ******

  
  Trupanion has received the concerns presented by Ms. ****** regarding her claims, and we appreciate the opportunity to address them 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.

  
  Our policies are here to help with the costs of treating pets for new conditions that they may develop after their coverage is fully in place and any applicable waiting periods are through. If a medical condition begins before this time, it will be pre-existing and ineligible for coverage. A diagnosis is not necessary for symptoms of a condition to not be covered. This is further outlined in section 9.B.I of our policy under What we do not cover.This section states that our policy does 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.

  
  Ms. ****** enrolled her pet, Ringo, with a Trupanion policy on 6/13/2024 and was provided with her policy documents to her email address on file with us, which included her waiting periods. Ms. ******* medical records from ******************************* on 04/18/2024 state o gave p a bath 2 weeks ago and forgot to dry p ears. O stated p started pawing at ears afterwards. The pet was also diagnosed with otitis externa on this date. The pet then presented for a recheck on 05/06/2024 with notes stating today pt has been itching at ears a bit, and O did rinse out ears today.

  
  Because Ms. ******* pet presented with symptoms consistent with this condition prior to starting coverage, were unable to honor her desired settlement. While we understand that this may not be the outcome shed hoped for, we have no further information to provide at this time and believe this matter to be resolved. Should Ms. ****** have any further questions or concerns, we encourage her to please contact us directly at *************, or via live chat through her member portal online. Were available for her 24/7.

  
  Take care,
  The Trupanion Team  
  
  

  
  

  Customer Answer

  Date: 04/17/2025

   
  Complaint: 23173733
  
  I am rejecting this response because its still not a valid reason to deny the claim when my pet was never diagnosed with allergies in the past. He did not present signs of ear infection at his recent appointment and still does not have ear infections. Hes also no longer itching so its not like he would need constant allergy treatments. Its your companies loss not ours.
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:03/28/2025

  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.

  TO ANY PROSPECTIVE PET OWNERS READING THIS: ***DO NOT USE TRUPANION.*** The "per injury" coverage that Trupanion touts is the largest scam in the insurance industry. They will no doubt respond to this complaint citing some part of their fine print, nice and warm like a company that "cares" will. Our PER INJURY deductible is $1000 so that we can pay $115/month. We've had insurance since ****** was a baby, yet time and time again, we are told new incidents are considered a new deductible even when they involve the same body part. They do not care as they say they do. When ****** was a puppy, she had trouble with canines growing inwards (malediction), so we were told to try ball therapy and alternatives to removal. Unfortunately, later, two of her teeth broke, leading to a necessary removal BECAUSE of the broken teeth, NOT because of the malediction. 5 years later, and a new tooth broke. The claim was rejected, and upon calling the customer service line, we were met with absolutely no empathy; and we were told that every different tooth would be a new deductible and the surgery she had to do because of her broken teeth as a puppy was not counted because she had malediction. The obvious truth is that they refuse to acknowledge the fact that ****** would not have needed the surgery if her teeth had not broken. This is one example, and they hang on to the fact that they cover $50 every 6 months for medication for our dog as if that makes it worth staying. But they want me to hold on in case my dog needs expensive treatment for something like cancer? Really? Time & again Trupanion wiggles out of paying their customers money, like most insurance companies. Make no mistake, this is a business that doesn't care about your animal, they want money and will use fake compassion to get you to look past legal fine print in their agreement that makes sure you can't fight back. To whoever responds to these, I don't know how you sleep at night making excuses for this company practice.

  

  Business Response

  Date: 04/07/2025

  Date: 4/7/2025
  BBB Case ID # ********
  Policy # TC0001884976
  Complainant: **** ******
  
  Trupanion has received the complaints presented by Mr. ******* and we appreciate the opportunity to offer further support and clarification here. We hope his pet is feeling better now. Our team has confirmed that Mr. ******* claims were adjudicated correctly and in line with our plans terms.

  
  Our plan includes an optional deductible that is per-condition for the lifetime of that condition. This is further outlined in Mr. ******* plan under section 1.B.i, ************** agreement, where it advises that The deductible You select is defined as the monetary amount that You pay for an illness or Injury, prior to coverage. Once You meet the deductible amount for a specific Illness or Injury,this policy will pay out all future losses for that specific Illness or Injury,subject to all other terms and conditions of this policy.

  
  Per Mr. ******* medical records as provided by his veterinarian, his pet presented for a broken tooth on 3/21/2025. His medical records further notate that ****** *** presented for Broken tooth. She chipped her tooth last night. As this injury presented as an unrelated condition to any prior or ongoing injuries or illnesses for which a deductible had already been met, a new deductible was applied to the eligible treatment costs. We do want to assure Mr. ****** that once his deductible has been satisfied for any eligible injury or illness, we can pay out on related treatment costs without any caps or limits.

  
  Because ********** claims were adjudicated correctly, we are unable to honor his desired settlement here. While we understand that this may not be the outcome hed hoped for, we have no further information to provide at this time and believe this matter to be resolved. Should Mr. ****** have any further questions or concerns, we encourage him to please contact us directly at ************** or via live chat through his member portal online. Were available for him 24/7.

  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:03/28/2025

  Type:Sales and Advertising 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 Trupanion Insurance for my dog. I had an emergency on 11/26/24 that fell under their coverage. I submitted my claim for reimbursement on 3/2725. Trupanion responded that the amount of the requested reimbursement was applied to the deductible. I signed into my account on 3/28/25 to learn more about the deductible and found an FAQ that clearly stated there was no deductible. I reached out to Trupanion via email on 3/28/25. They agreed that the information was incorrect and still denied the request for reimbursement.

  

  Business Response

  Date: 04/07/2025

  Date: 4/7/2025
  BBB Case ID # ********
  Policy # TU0004587062
  Complainant: ***** *******

  
  Trupanion has received the complaints presented by *********** and we appreciate the opportunity to provide further support here. We have thoroughly reviewed Ms. ******** claims and confirmed coverage to have been applied fairly and accurately.
  

  Our plans can vary from state to state, so our FAQs provide information about all coverage options available across our service area. These FAQs also include directions to help members locate their specific coverage details on their pets documents and determine which plan they have in their area. The screenshots of our FAQ that Ms. ******* has provided reference the section of our FAQ titled The Trupanion Plan, Only Available in *******. As Ms. ******* is enrolled in a standard Trupanion policy with us, this section of our FAQ does not pertain to her plan terms and coverage.

  
  Ms. ******** plan documents further show that she has a Trupanion policy with a $250 deductible and 90% payout percentage once that deductible is met for any eligible condition. We have also provided Ms. ******** declaration page with our response, showing her correct Trupanion policy information,including her current deductible and payout percentage.

  
  Because coverage was applied fairly and accurately to *********** claims, we cannot honor Ms. ******** desired settlement. While this may not be the outcome she had hoped for, we have no further information to provide and believe this matter to be resolved. If Ms. ******* has any further questions, we encourage her to call us anytime at *************. Were available for you 24/7.

  
  Take care,
  The Trupanion Team 

  Customer Answer

  Date: 04/07/2025

   
  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:03/26/2025

  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.

  Signed up upon adopting my dog, was promised fixed, locked in rate for lifetime of my dog. 4 years later, received an email the pricing was increasing, citing a loophole that had never been mentioned when I called to cancel previously and was convinced to stay by the *** reminding me of the fixed rate that I would lose if I canceled the insurance. This is bait and switch, and based on my understanding of false advertising regulations, not legal or ethical

  

  Business Response

  Date: 04/04/2025

  Date: 4/4/2025
  BBB Case ID # ********
  Policy # TU0003800911
  Complainant: ***** *********

  
  Trupanion has received the complaints presented by ************* and we appreciate the opportunity to provide further support here.We have completed a thorough review of Mr. ********** pricing and confirmed it to be accurate based on the factors and review outlined below.

  
  As part of the highly regulated insurance industry, our rates must be reviewed and approved by the *********************** where ************ is located. We strive to ensure that each pets monthly cost is accurate, fair, and non-discriminatory while also supporting the unlimited payouts we provide to our members in the event of the unexpected.

  
  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, ***, age at enrollment, as well as their geographical location and the coverage options selected for their plan.

  
  These characteristics always form the basis of each pets monthly cost, which means we do not change a pets pricing because they get older after signing up or need to use their plan. Instead, we regularly review our pricing alongside overall trends in the cost and use of veterinary treatments. 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. By keeping our pricing in line with the industry we cover, we can continue to support the unlimited payouts we promise for every pet we protect.

  
  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 more sophisticated treatments, such as MRIs, instead of x-rays. We then apply this analysis to the individual characteristics mentioned above to develop a pets unique monthly cost.

  
  Because Mr. ********** monthly cost is accurate according to his pets individual factors and regular pricing review as outlined above,we are unable to honor the desired settlement here. While we understand this may not be the outcome he hoped for, we believe this matter is resolved. A member of our team has also been in touch directly to offer further support.Should Mr. ********* have any further questions, we encourage him to please reach out to us directly at ************* or by live chat through his online account. Were available 24/7.

  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23119844
  
  I am rejecting this response because:
  

  it addresses only insurance policy, not the basis of my complaint, which was that there was not a good faith effort to properly inform me of the potential for pricing adjustment, and in fact Trupanion representatives actually used the fixed pricing as an incentive to dissuade me from canceling my policy in the past. This presents as negligence at best, or intentional deception at worst.

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

• Initial Complaint

  Date:03/26/2025

  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 is pet medical insurance , I have 13 years old dog and I have a policy with TRupanion since my dog was 8 weeks old. just got a notification that they are increasing the ***************** payment by 28.6 % . Is it permissible to increase the fee by this much? Could this be considered discrimination because my dog is now older?b Trupanion # - TU0001575517

  

  Business Response

  Date: 04/04/2025

  Date: 4/4/2025
  BBB Case ID # ********
  Policy # TU0001575517
  Complainant: ********* **********
  
  Trupanion has received the complaints presented by ************** and we appreciate the opportunity to provide support here. Weve completed a thorough review of Ms. *********** monthly cost and have confirmed it to be accurate based on the factors and review detailed below.

  
  As insurance, were highly regulated and our rates must be reviewed and approved by the *********************** where Ms. ********** is located. We strive to ensure that each pets monthly cost is accurate, fair,and non-discriminatory while also supporting the unlimited payouts we provide in the event of the unexpected.

  
  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.

  
  These characteristics always form the basis of each pets monthly cost, which means we do not change a pets pricing because they get older after signing up or need to use their plan. Instead, we regularly review our pricing alongside overall trends in the cost and use of veterinary treatments. 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. By keeping our pricing in line with the industry we cover, we can continue to support the unlimited payouts we promise for every pet we protect.

  
  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 more sophisticated treatments, such as MRIs, instead of x-rays. We then apply this analysis to the individual characteristics mentioned above to develop a pets unique monthly cost.

  
  Because Ms. *********** monthly cost is accurate according to her pets individual factors and regular 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 believe this matter is resolved. A member of our team has also been in touch directly to offer further support.Should Ms. ********** have any further questions, we encourage her to please reach out to us directly at ************* or by live chat through her online account. Were available 24/7.

  
  Take care,
  The Trupanion Team

  
  

• Initial Complaint

  Date:03/16/2025

  Type:Sales and Advertising 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 had Trupanion pet insurance for my dog since 2016. They are wrongfully denying my claims and filing the same issue as different issues under different medical diagnoses so that I never reach my deductible. Anytime I submit a claim less than my deductible, the approve it. But it the claim will exceed my deductible and require a pay out from them, they find any reason possible to deny it. My dog had a stroke in 2024 and they denied her claims because she has scoliosis? My dog developed urinary incontinence in her older age and declined the stating that she had a urinary tract infection when she was 4 months old and that is was caused the urinary incontinence years later. Their denials are not plausible or ethical. I am a registered veterinary technician and have worked with many doctors who agree that these claims are being wrongfully denied and I have had to appeal claims for these wrongfully denied payouts. I have been paying for this insurance for almost a decade but they have yet to pay me out for anything. But I am stuck with them and they know it because pet insurance companies do not cover pre-existing conditions so I cannot even switch to a different company and gain coverage for my dog and they are exploiting that. I am have done everything right for my pets in trying to provide and prepare for the worse but companies like Trupanion have only ever taken my money and not provided me the service I have been paying for. They need to be investigated for unethical business practices.

  

  Business Response

  Date: 03/25/2025

  Date: 3/25/2025
  BBB Case ID # ********
  Policy # TU0002075035
  Complainant: ***** ***
  
  Trupanion has received the complaints presented by *** ***,and we appreciate the opportunity to offer support here. We hope her pet is feeling better now. A member of our team is in the process of completing a secondary review of *** **** claims history to ensure that coverage has been applied fairly and accurately, and has reached out to *** *** directly via email to schedule a call to provide direct assistance regarding her account.
  

  We encourage *** *** to please respond to that email so that we can be in touch to address her concerns further, and to call us anytime we can provide any additional support throughout this process. We are available for her 24/7 at *************.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:03/09/2025

  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.

  Dear Better Business Bureau, I am writing to formally lodge a complaint against Trupanion regarding their failure to process an invoice I submitted over three weeks ago. Despite my previous attempts to follow up on this matter, I have yet to receive any response or payment.The invoice was submitted for services related to my dog, Aspen, and it has now been an unreasonable amount of time without resolution. I have tried to reach out to Trupanion's customer service multiple times, but my concerns have not been addressed satisfactorily.Given the circumstances, I kindly request a full refund of the policy for Aspen. I believe this is a reasonable request considering the lack of response and payment from Trupanion. I appreciate your assistance in this matter and hope to see a resolution soon. Thank you for your attention to my complaint. Sincerely, ********* *********

  

  Business Response

  Date: 03/19/2025

  Date: 3/19/2025
  BBB Case ID # ********          
  Policy # TU0004583629
  Complainant: ********* *********
  
  Trupanion has received the concerns presented by ************* and we appreciate the opportunity to address them in further detail here. We hope his pet is feeling much better now. Weve completed a thorough review of his submitted invoice and were glad to inform Mr. ********* that weve determined his pets claimed condition to be eligible for coverage.
  
  A member of our team has been in touch with Mr. ********* directly to provide further information and support regarding the outcome of his claim, and we believe this matter to be resolved.If Mr. ********* has any further questions regarding his plan or claim details,we encourage him to reach out to us directly at *************, or by chatting with us online through his member portal.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:03/04/2025

  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.

  This complaint is being filed to ensure fair treatment for policyholders and to seek resolution regarding Trupanions pricing practices.I have been a Trupanion policyholder since 2018, insuring my dog since she was eight weeks old. My monthly premium increased 150% over seven years. This increase appears excessive, unfair, and raises serious concerns about Trupanions pricing practices. Recently, Trupanion notified me of policy changes that will allow them to adjust premiums more frequently based on the cost of veterinary care in your area. This practice seems arbitrary, discriminatory, and lacks transparency. I requested actuarial data showing how premiums are adjusted over time and across different regions, but I have yet to receive a satisfactory response. I am concerned that: 1. Long-term customers are being disproportionately affected by steep rate hikes. 2. Trupanions pricing model may unfairly penalize policyholders based on geographic location without clear justification. 3. The companys unilateral policy changes appear to undermine their previous Pricing Promise, raising potential legal and ethical concerns and imposing unpredictable and excessive cost increases as dogs age. If this matter is not resolved, customers should escalate complaint to state insurance regulators and explore additional consumer protection avenues.

  

  Business Response

  Date: 03/13/2025

  Date: 3/13/2025
  BBB Case ID # ********
  Policy # TU0003129785
  Complainant: ******* ******
  
  Trupanion has received the concerns presented by Mr. ********* understand it can be difficult to see costs change over time, and we appreciate the opportunity to offer more information about our pricing here.Our team has thoroughly reviewed Mr. ******* specific account to confirm that his monthly cost is accurate based on the factors and review detailed below.
  
  As insurance, were highly regulated and our rates must be reviewed and approved by the *********************** where Mr. ****** is located before going into effect. We strive to ensure that each pets monthly cost is accurate, fair, and non-discriminatory while also supporting unlimited payouts to each pet that we protect. Every pet is different, so their monthly cost is also unique to them and based on their individual characteristics that are established when they sign up. These characteristics include their breed,***, and age at the time of enrollment, as well as their geographical location and the coverage options selected for their plan.
  
  This means that Trupanion does not change a pets cost because they get older after signing up or because they need to use their coverage. Instead, changes in our pricing are based on trends in the overall cost and use of veterinary care to ensure our rates continue to support our lifetime coverage. We review information such as 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 more sophisticated treatments such as MRIs instead of x-rays. We then apply this analysis to the individual characteristics mentioned above to develop a pets unique monthly cost.
  
  We recognize that a lot has changed in the veterinary industry since Mr. ****** started his plan. In recent years, the cost of treatments has fluctuated to keep pace with external economic factors like inflation. At the same time, technology has improved to make veterinary treatments more sophisticated and widely available, which has enabled more pets to receive better care more frequently. Our pricing reflects these changes because we remain committed to being here for pets throughout their entire lives without any payout caps or limits.
  
  Because Mr. ******* monthly cost is accurate based on the information laid out above, we are unable to honor the desired settlement here.A member of our team has also reached out to Mr. ****** directly via email to provide further support regarding his concerns. While we understand that this may not be the outcome he had hoped for, we believe this matter to be resolved.If he has any additional questions, we encourage Mr. ****** to respond to the email we have sent directly. Our team can also be reached 24/7 at *************,or by live chat through his online account.
  
  Take care,
  The Trupanion Team