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:09/25/2023

  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.

  Paid for insurance coverage on our dog - insurance was not honored due to a 7-minute delay in submitting the initial claim on pick-up date for our puppy. This led them to invalidate a $10,000 surgery claim that was covered by the terms and conditions we agreed to at time of purchasing the service. I am requesting that they honor these terms and conditions and pay out the claim as promised, dictated by the terms of the agreement we entered.Pick up date - 7/10 Sign-up date - 7/12 12:07 am

  

  Business Response

  Date: 10/04/2023

  Date: 10/4/2023
  BBB Case ID # ********
  Policy # TU0004279105
  Complainant: *********************
  
  Trupanion received the concerns presented by **************. Were sorry to hear his pet needed treatment and we hope theyre feeling better soon.We appreciate the opportunity to address his experience here in more detail.
  
  As insurance, we are highly regulated and must follow all terms and conditions as outlined in our plan and approved by the department of insurance in Mr. ****** state. This includes the terms and conditions surrounding coverage offers provided by participating breeders.
  
  ************** received such an offer through his breeder. When activated within 24 hours of bringing a new pet home, this offer can waive the initial standard waiting periods of 5 days for new injury coverage and 30 days for new illness coverage. If the offer is not activated within the first 24 hours of bringing a new pet home, the standard 5 and 30 day waiting periods will apply. This is outlined in the waiting period waiver document that is sent upon enrollment.
  
  ************** has confirmed that his pet came home on 7/10/2023 and enrolled in a Trupanion plan on 7/12/2023. Because this falls outside of the 24-hour offer activation window, standard waiting periods applied to Mr. ****** plan for his pet. This means that Mr. ****** pet had coverage for new injuries after 7/17/2023 and for new illnesses after 8/11/2023.
  
  If a medical condition is unfortunately present during those initial waiting periods, it is pre-existing to the policy and not something that we can cover. This is further outlined in section 9.A.I and 9.A.II of our plan under What we do not cover. We review all claims for coverage according to these plan terms and the medical records provided by Mr. ****** veterinarian.
  
  According to the medical records on file, Mr. ****** pet presented with a heart murmur during waiting periods on 7/14/2023. Further diagnostic testing revealed that this was consistent with underlying pulmonic stenosis, which required surgery to treat. Because this condition presented during the waiting periods that applied for Mr. ****** pet, we are unable to honor the desired settlement to extend coverage for this condition and related treatments, including surgery.
  
  While we understand this is not the outcome ************** hoped for, we believe this matter to be resolved. We see that ************** has chosen to cancel his account, and a prorated refund of premiums has been issued according to our plans terms and conditions. If he has any additional questions, we encourage ************** to please give us a call directly at *************.
  
  Sincerely,
  The Trupanion Team
  

  Customer Answer

  Date: 10/05/2023

   
  Complaint: 20654166
  
  I am rejecting this response because:

  There is no addressing the potential time gap or system delay that was mentioned in the initial complaint - only dates which in my opinion do not tell the entire story of Trupanion's dishonest and misleading practices.

  I believe other consumers should be made aware that this company is NOT on the side of the consumer, and will instead do everything in their power to keep money from everyday people who love their pets and want to see them taken care of. I am fortunate enough to be in a position that the surgery bill that Trupanion agreed to cover a portion of is an expense my family and I can absorb with minimal financial stress, but I am aware other families are not so fortunate.

  Trupanion and their unfair business practices, coupled with the misleading response they provided, further solidify my opinion other people should hear my story so they are aware of the moral integrity of the company they are relying on to help them care for their pets. 

  I am not satisfied with Trupanions's response to my complaint, and I will continue to tell my story to any pet parents interested in caring for their four-legged family members long-term.

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

• Initial Complaint

  Date:09/25/2023

  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.

  On 8/20/2023, I submitted an claim through Trupanion for reimbursement for my dog's surgery as I currently hold a policy with them for my French Bulldog. After 2 weeks of not being reimbursed, I spoke with someone through their customer service chat feature who said they were short staffed but the invoice was received and they needed nothing additional on my end. On 9/20/2023, I again reached out as the claim was updated as "pending information". Again, through the chat, I was told they needed an invoice showing payment in full and to send the information to ********************************** On 9/20/23 an email was sent with the invoices requested, and a confirmation email was received. On 9/25/23 the Claim was still stating "pending info". For the the third time I reached out to the customer service chat requesting an update and they claimed they had not received the invoice, though I had confirmation email from them. They then had me submit the invoices for the third time to another email ************************************** The customer service agent, ******, confirmed they had everything and while I requested to stay on the chat while the claim was updated, ****** abruptly closed the chat. I immediately got an email from Trupanion stating "Unfortunately, not all the required information was provided to process the claim". It goes on to say that information would need to be forwarded on in order for them to process the request, but left blank the area that stated what additional information was needed. I believe this company to be fraudulent and have no intention on providing reimbursement on claims submitted in accordance with their policies they sell consumers. Any assistance you can provide would be greatly appreciated.

  

  Business Response

  Date: 09/29/2023

  Date: 9/29/2023
  BBB Case ID #********
  Policy # TU0004262596
  Complainant: ***** Paces
  
  Trupanion has received the concerns presented by Ms. ***** and we appreciate the opportunity to offer support. Were sorry to hear her pet needed treatment and we hope theyre on the mend now.
  
  We want to assure Ms. ***** that we strive to complete all claims as quickly as possible. Upon review of Ms. ***** information on file,we were able to complete these claims. A full explanation of benefits for each claim has been sent to the email address on file for her account and payment will be issued by her preferred claims payout method. A member of our team has also reached out to Ms. ***** directly to let her know what to expect.
  
  We believe this matter to be resolved. Should she have further questions or concerns, we encourage Ms. ***** to please call us directly at *************.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:09/18/2023

  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.

  They will make up any excuse to deny a claim. My vet specifically told them multiple times that my dog's surgery was in no way related to any pre-existing condition. She provided x-rays and test results as well as her professional opinion. They DON'T care. They will deny you over and over again, wasting more time and money.

  

  Business Response

  Date: 09/26/2023

  Date: 9/26/2023
  BBB Case ID # ********
  Membership # TU0004177099
  Complainant: ****** DaPrato     
  

  Trupanion has received the concerns presented by ******************. Were sorry to hear her pet needed treatment and we hope theyre feeling better now.
  

  A thorough tertiary review of this claim has been completed by an independent third-party veterinarian. This independent review confirmed that Ms. ******** claim was adjudicated correctly and in line with our plan terms. We appreciate the opportunity to offer further clarification 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. If a medical condition unfortunately shows signs before enrollment or during any applicable waiting periods, it will be pre-existing and not eligible 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 and 9.B.II of our plan under What we do not cover. We review all claims for coverage according to these plan terms and each pets medical records as provided by their treating veterinarian.
  

  ****************** started her pets plan on 2/9/2023. This included standard waiting periods of 5 days for new injuries and 30 days for new illnesses, which means her pets coverage for new injuries kicked in after 2/14/2023 and for new illnesses after 3/11/2023.
  

  According to the medical records on file from 2/9/2023, Ms.******** pet was noted to have been vomiting for 24 hours and was suspected to have ingested part of a toy rope. Later, after coverage was in effect, the medical records on 4/13/2023 indicate that her pets vomiting had not resolved and reoccurred regularly following the suspected ingestion on 2/9/2023. Further diagnostic testing at that time produced results consistent with complications resulting from the previous foreign material ingestion of the toy rope.
  

  Because this condition presented before coverage was active and continued after coverage was in place, we are unable to honor the desired settlement here. We see that ****************** has chosen to cancel her plan and a prorated refund of premiums has been issued according to our plan terms.
  

  While we understand this is not the outcome ***************** hoped for, we believe this matter to be resolved. If she has questions or would like additional support, we encourage her to please contact us directly at *************.
  

  Take care,
  The Trupanion Team
  

  
  

• Initial Complaint

  Date:09/18/2023

  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.

  Trupanion has denied an insurance claim under the very general term of pre-existing condition. When we got my dog as a puppy had diarrhea and vomiting due to a common parasite (giardia). This condition lasted several weeks even over a month due to the parasite being resistant to the first medications administered. The problem was later diagnosed as resistant giardia and cleared up with a different medication. As new dog owners we exacerbated and prolonged the problem by changing his diet to quickly causing another bout of diarrhea but that was just bad parenting. We learned our lessons and my dog now almost 4 having has had normal bowel movements for years now w/ only occasional diarrhea/vomiting (usually after swimming) as most dogs do maybe once or twice a year.My dog was signed up for Trupanion 4-5 weeks after we got him and because he had that issue with giardia - Trupanion is denying a claim for him because it is gastrointestinal. Stating that he had a GI issue prior to enrollment. I do not deny the fact that he had diarrhea prior to enrollment, but that GI issue was diagnosed as resistant giardia and eventually cleared up with the proper medication. Todays claim was for stress induced ulcers when we put him in a "doggie daycare" kennel for a week while we went on a vacation. Vets concluded the dog was under considerable stress caused by a change of routine and the "busy" atmosphere at the kennel thus causing ulcers. These ulcers were bleeding so bad that he needed emergency care and nearly needed a blood transfusion.Trupanion has filed this claim under the umbrella of pre-existing GI issue is fraudulent. A dog that has a parasite that is treated and cured as a puppy cannot be denied coverage for ANYTHING that has to do with his gastrointestinal system. Trupanion has denied approximately $11k in claims for this one incident.The emergency vet has stated that this has nothing to do with his "pre-existing" condition.

  

  Business Response

  Date: 09/27/2023

  Date: 9/27/2023
  BBB Case ID # ********
  Policy # TU0003667749
  Complainant: ***********************
  
  Trupanion has received the concerns presented by ********************. Were sorry to hear his pup has needed treatment and we hope he is feeling better now. We appreciate the opportunity to offer support.
  
  A member of our team has thoroughly reviewed Mr. ********* claims and reached out to him directly to provide further information. We believe this matter to be resolved. Should he have any questions, we encourage ******************** to please contact us directly. Our team is available 24/7 at *************.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 10/05/2023

  Trupanion reached out and made it right. Although it took a complaint to the BBB for my bills to be paid - they were eventually paid. Thank you. 

• Initial Complaint

  Date:09/15/2023

  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 had Trupanion since my dog was about 6 months old. Throughout that time I have had no issues have it my claims resolved in a timely manner, until last month. My dog suffered a freak accident and ruptured his CCL. I went to an emergency hospital on Saturday August 5th for a definitive diagnoses at which point they advised surgery. I submitted my claim the same day. The next day I was asked for a full Invoice as the original one was partially obscured. An updated invoice was sent immediately back to them. Surgery was subsequently scheduled at a different hospital due to the long wait at the original after a consult on Wednesday Aug 9. Surgery Thursday August 10th. I submitted the claim on Friday 11th.August 20th I received an email that my first claim was under review and the 25th that my second claim was too. I called 9/5 to ask if anything else was needed with my claim and the ** rep said that everything looked to be in order but she would follow up with the adjuster and let me know. I received an email on 9/5 with the following, just wanted to reach out to let you know that I spoke with the adjuster about your claims. She verified that nothing else is needed to process this and is in review. She advised you should receive your explanation of benefits within the next couple of days if not sooner as the claim is just being reviewed.I waited until 9/8 asking why I had not received any notice as the email indicated and received no response so I called on 9/10 again. I was assured that everything was fine with the claims. That they were experiencing a high volume and claims were taking 4-5 weeks to process. I was informed the same ******** was assigned to both claims and that they werent in the office yet but would request a follow up and call me. I never received a phone call. I again sent an email on 9/13 requesting an update and have received nothing.At this point in time it has been 5/6 weeks since my claims were opened with no resolution.

  

  Business Response

  Date: 09/15/2023

  Date: 9/15/2023
  BBB Case ID # ********
  Policy # TU0002863861
  Complainant: ***********************
  
  Trupanion received the concerns presented by **************. Were sorry to hear that her recent experience hasnt exceeded her expectations and we appreciate the opportunity to offer support here.
  
  We want to assure ************** that we work to complete all claims as quickly as possible, and we appreciate her patience. Upon review of her claims and information on file, were happy to report that we were able to complete her claims. A full explanation of benefits for each claim will be sent to her by email, and payment will be issued by her preferred claims payout method.
  
  We believe this matter to be resolved. Should she have further questions or concerns, we encourage ************** to please call us directly at ************* or chat with our team through her online account at ************************************************************ available 24/7.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 09/22/2023

   
  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:09/13/2023

  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 pet insurance is avoiding contractual obligations to assist my pet; the insured policyholder in an emergency situation. Im now having to pay out of pocket upfront to receive the care that Trupanion happily markets as their planning for the unexpected.The insurance adjusters for the company gave myself and the emergency veterinary clinic a hard time, being put on hold and ignored when attempting to utilize services stating they didnt have my pets medical history to adequately assist with claim process.

  

  Business Response

  Date: 09/15/2023

  Date: 9/15/2023
  BBB Case ID # ********
  Policy # TU0004221137
  Complainant: *******************************
  
  Trupanion has received the concerns presented by ******************** and we appreciate the opportunity to offer support here. Were sorry to hear his pet needed treatment and we hope theyre feeling better soon.
  
  We want to assure ******************** that we strive to complete all claims as quickly as possible. When reviewing a pets first claims, well also work directly with ******************** clinics to establish his pets full medical history to ensure our coverage is applied accurately and fairly. Once we have those records on file, future claims can be completed more quickly. This is further detailed in section 5.B of our plan under Our claims process What happens if you need to make a claim.
  
  Upon review of Mr. ******** information on file, we were able to complete these claims. A full explanation of benefits for each claim has been sent to the email address on file for his account.
  We believe this matter to be resolved. Should he have further questions or concerns, we encourage ******************** to please call us directly at *************.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:09/05/2023

  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 have been a customer for 6+ years and all claims up until this point have been paid in a very timely manner. All previous claims were applied to my deductible so no actual payment to me was required nor had Trupanion ever contacted me or my veterinarian to request updated records. I filed my most recent claims on 8/26/23. Almost immediately the first claim showed as paid. Several hours later I checked the account again to see the status of the other claims and found that they all said In Review as did the claim that initially showed as Paid. I contact Trupanion and was informed that they needed updated records from my veterinarian. Those documents were provided by my veterinarian on 8/29/23 as told to me by Trupanion when I called to check the claim status on 8/31/23. I was informed at that time that payment should be issued within a couple of days. I again contacted Trupanion on 9/3/23 regarding these claims and was told that a manager or adjuster, Just needs to push the button, its that simple. On 9/4/23 I again called regarding these claims and, once again, received no definitive information on when to expect payment. I sent an email on 9/5/23 and have received no response. I also engaged in a live chat on 9/5/23 with the same result. It has now been 10+ days with no communication forthcoming other than a text 5 days ago saying my claims were being processed. It seems as though these claims are being withheld for no reason.

  

  Business Response

  Date: 09/06/2023

  Date: 9/6/2023
  BBB Case ID # ********
  Policy # TU0002225297
  Complainant: ***********************
  
  Trupanion received the concerns presented by ************. Were sorry to hear that her recent experience hasnt exceeded her expectations and we appreciate the opportunity to offer support here.
  
  We want to assure ************ that we work to review all claims as quickly as possible, and were happy to report that her claims are now complete. We have sent a full explanation of benefits for each claim to her by email and payment will be issued by her preferred claims payout method. A member of our team has also connected with ************ directly to provide further support. We believe this matter to be resolved.
  
  Should she have further questions or concerns, we encourage ************ to please call us directly at *************. Our team is available by phone 24/7.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:08/30/2023

  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 have been with Trupanion for approximately 8 years. During this time my premiums began at about $70 a month has grown to now nearly $190 a month -on average $2000 or more for the past 3 years. When ******************************************************************************* his hips. Initially Trupanion covered chiropractor treatments for 2 or 3 visits, but then denied subsequent claims -stating paid on a prior treatment claim. On appeal they changed the denial basis to be " being treated primarily for hips with benefit also for "spinal arthritis" a condition.Allocating bill 50% hips (premium satisifed) 50% "spinaL Arthritis" a condition my dog was not being treated for. Our vet has spent an inordinate amount of time on phone calls and holds with Trupanion to no avail. She has continually and repeatedly informed them that my dog is not treated for spinal arthritis, but rather has arthritis in hips- a skeletal condition. Trupanion continues to falsely assert they based their decision on our veterinarian. To bolster their position they provided a link to a sole practitioner vet article as to connection between hip dysplasia and hip arthritis. .. with no reference to a condition "spinal arthritis"Nationwide known and respected facilities e.g. VCA - discuss the exact issue online. Again no mention of Spinal arthritis. Consistent with my dog who when 14 when diagnosed - more often than not when diagnosed later in life hip arthritis - similar to humans who develop arthritis as they age and if hip dysplasia - not an unusual event, and not a separate condition. Trupanion's actions designed for the sole purpose to save themselves nominal sums equal to an additional deductible for a non-existing new condition are in bad faith and egregious and seem to be a business tactic by Trupanion to minimize payouts on a ****** that few will complain. I have attempted repeatedly to address this with them to no avail and they refuse to speak by phone.

  

  Business Response

  Date: 09/08/2023

  Date: 9/8/2023
  BBB Case ID # ********
  Policy # TU0001983649
  Complainant: *************************
  
  Trupanion has received the concerns presented by ****************. Were sorry to hear her experience hasnt exceeded her expectations and we appreciate the opportunity to offer support here.
  
  Upon review of her claims and information on file, we have determined that further reimbursement is due for this condition. Additional payment will be issued by Ms. ******* preferred payout method and we will send her updated benefit explanations by email.
  
  We hope this matter to be resolved. Our team is always here to help and we encourage **************** to please give ** a call at ************* any time she has questions or would like to further discuss her experience.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:08/30/2023

  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.

  In April of 2021 I signed on to Trupanion to acquire dog insurance for my Dalmation ****. My premium at that time was $147 a month. fast forward to May of this year 2023. My daughter was cutting tulips in our garage, and **** ate one. He got sick, my daughter got worried and took the dog to "Alantic Coast vetenary hospital." He was tested treated and he came home that same day. the coast for the visit was $850. I submitted the Claim to Trupanion and they denied my claim. reason: they told me that **** had a preexisting condition. The condition was, I was told, is that **** has eaten something unusual before. This is true. In April of 2020 **** ate glove while out for a walk. Now this is an entire year before I even had insurance coverage. It turns out Trupanion has given themselves a vert liberal time frame for preexisting conditions. 18 months if the animal does something, more than once within eighteen months, it is prexisting. This includes within 18 months of signing on to ********************* This did not come to light until May of 2023. when **** ate the tulip and we submitted a claim. that's when they told me it was a preexisting condition.The said I could appeal, I did. the attending dr wrote a letter to Trupanion saying this was not a preexisting condition. Trupanion denied the appeal. I then read the trupanion policy information sheet and that is when I learned about the 18 month rule. I contacted Trupanion and pointed out that the two incidents were more that 18 months apart. they replied that I should contact ****************** about an incident on April 1 2021. I knew that there were no other ingestion incidents, but I called the Vet. they sent me the report of that day. **** was brought in for a lethargy and coughing and a nose bleed. in the report the dr wrote that ****, "has a history of eating random things a home like a sock or other cloth objects." The only thing I had mentioned to the dr was the glove. but This is their proof. antidotal

  

  Business Response

  Date: 09/06/2023

  Date: 9/6/2023
  BBB Case ID #********
  Policy # TU0003796136
  Complainant: *******************************
  
  Trupanion received the concerns presented by ****************** and we appreciate the opportunity to address them in more detail. A thorough secondary review of this claim has been completed and confirmed that the claim was adjudicated correctly per our policy terms and conditions.
  
  We review all claims based on the medical records provided by the treating veterinarian and in accordance with our policy. Our policy states that any medical conditions showing signs before enrolling or during the applicable waiting periods will be pre-existing and not eligible for coverage. Conditions that are the result of a specific repetitive activity, including foreign material ingestions, are not eligible for coverage if a pet has multiple similar incidents before their plan is in place. This is further outlined in section 9.B.VI under What we do not cover.
  
  ****************** started coverage for his pet **** on 4/1/2021 through a standard enrollment. This enrollment included a 5 day waiting period for new injuries and a 30 day waiting period for new illnesses. This means Macks coverage for new injuries kicked in after 4/6/2021 and for new illnesses after 5/1/2021.
  
  Macks medical records from 4/1/2021 indicate that he had a known history of eating foreign objects at that time. Previously on 4/17/2020,**** was also noted to have eaten a glove. Because Macks medical records include notations of multiple instances of eating foreign objects, the current claim for ingesting tulip bulbs cannot be covered under our plan and we are unable to honor the desired settlement here.
  
  We understand that ****************** has chosen to cancel his account and a prorated refund of premiums has been issued according to our plans terms. If he has any additional questions, we encourage ****************** to please give us a call directly at *************.
  
  Sincerely,
  The Trupanion Team
  

• Initial Complaint

  Date:08/29/2023

  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 purchased Trupanion insurance when we adopted my puppy. I purchased this insurance because I wanted to prepare for a worst case scenario where an unexpected medical bill arose. This is my first BBB complaint. As it turns out, my puppy got sick over a weekend. Coughing, vomiting, lethargy. I took him to the vet, who administered both tests and medication. The bill came to approximately $800 which I paid in full. I received the paid invoice and breakdown of charges. I submitted records to Trupanion same day. Trupanion advertised "less than 48 hours." I gave it a few days and called for an update on 8/28/23. I spoke with a woman who confirmed all records had been received, were legible, but that they were having "new software" issues that had caused delay. As an attorney, it was later on that evening I realized I might be given the runaround. So I decided to message through their chat and see if they had the same excuse, betting they would not. Sure enough, "*****" informed me that they did not have all of the records in and, even once they were in, it might take 6-8 weeks to review. I explained that there were no extra records to review. The puppy is 7 months old with a clean history and yesterday (8/28) I had been informed by another employee that all records were in. The chat ended soon thereafter.I would urge anyone considering Trupanion to avoid. I had confidence based on some good reviews I had read that it would be a positive experience. Unfortunately, now, in addition to this BBB complaint, I will likely have to reach out to the AGs office for a fraud investigation. Being told my claim had been properly received with all relevant documents but that a company "software" update is causing some delays in the three to four week range, to the next day being told it was improper submission of records and would be a six to eight week delay is insurance fraud and bad faith [again, I practice law as a personal injury attorney]. Avoid at all costs.

  

  Business Response

  Date: 09/06/2023

  Date: 9/6/2023
  BBB Case ID # ********
  Policy # TU0004237895
  Complainant: *********************************
  
  Trupanion received the concerns presented by ******************. We strive to be transparent throughout the claims process and we appreciate the opportunity to offer support here.
  
  We want to assure ****************** that we work to review all claims as quickly as possible. When reviewing a pets first claims, well also work directly with Mr. ******** clinic to establish his pets full medical history to ensure our coverage is applied accurately and fairly. Once we have those records on file, future claims can be completed more quickly. This is further detailed in section 5.B of our plan under Our claims process What happens if you need to make a claim.
  
  Upon review of Mr. ******** claims and information on file,were happy to report that we were able to complete these claims. A full explanation of benefits for each claim will be sent to him by email, and payment will be issued by his preferred claims payout method. We believe this matter to be resolved.
  
  Should he have further questions or concerns, we encourage ***************** to please call us directly at ************* or respond to our email regarding his pets claim.
  
  Take care,
  The Trupanion Team