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:12/31/2024

  Type:Product 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 am writing to express my deep dissatisfaction with Trupanions handling of my dogs mast cell tumor cancer treatment. When I first enrolled in May 2024, I was assured that the policy would cover any new diagnosis, which was a critical factor in choosing Trupanion. However, despite these assurances, Trupanion refused to cover the treatment, claiming the cancer was related to a prior incident of facial *********** clarify, my dog experienced facial swelling before being diagnosed with cancer, but at the time, there was no diagnosis or indication that this swelling was connected to mast cell tumors. The cancer diagnosis was made after further investigation and was entirely separate from the earlier swelling incident. This denial of coverage feels unjust and contrary to the terms of the policy.When I initially tried to cancel the policy, Trupanion representatives assured me that my dogs condition should be covered. Trusting this, I stayed with the company, only to have my claims denied again. This added to the months of frustrating back-and-forth and left me feeling misled and unsupported during a critical ********, in December 2024, I am canceling the policy. Over this period, I have paid $1,883.12 in premiums for a service that was not honored as promised. I am requesting a full refund of the premiums due to Trupanions failure to provide the coverage I was assured.I trusted Trupanion to be there for my pet in times of need. Instead, this experience has caused significant stress and financial burden. I urge the company to reconsider its practices and better align its actions with the promises it makes to pet owners. If youre considering Trupanion, think twice before entrusting your pets care to a provider that may not uphold its commitments.

  

  Business Response

  Date: 01/08/2025

  Date: 1/8/2025
  BBB Case ID # ********
  Policy # TU0004174463
  Complainant: ***** ****
  
  Trupanion has received the concerns presented by Ms. **** and we appreciate the opportunity to offer support here. We are sorry to hear that her pup needed treatment.
  
  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. Our plan focuses on helping with the costs of treating pets for new conditions they may develop after their coverage is fully in place. In the event a pets medical records indicate that a condition is present before that time, it is not something our plan covers. This is further outlined in section 9.B.I and 9.B.VII of our plan under What we do not cover: pre-existing conditions.
  
  Our team has completed a thorough secondary review of Ms. ***** claim and confirmed that coverage was applied correctly per our plans terms and her pets medical records on file. We are therefore unable to honor the desired settlement here.
  
  While we understand this is not the outcome Ms. **** hoped for, we have no further information to provide and believe this matter is resolved. Should she have any further questions, we encourage Ms. **** to please call us directly at ************* or chat with our team online.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22750559
  
  I am rejecting this response because: as our vet had indicated in previous communications with Trupanion, this condition was NOT present prior to our insurance policy. There were other issues which could seem similar however were diagnosed previously and unrelated to the denied claim i.e. Non-specific Mass:  Lypoma vs. Mast Cell Tumor. Regardless, I had called to cancel my policy after the initial denial and appeal denial and was reassured they would be able to cover my claims so I should not cancel my policy. I am frustrated by the clear scam to keep me paying monthly while we wait for further appeals to then be met with yet more denials. We should receive full reimbursement for the premiums paid in that time as we had attempted to cancel. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/28/2024

  Type:Product 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.

  Summary:Trupanion misrepresented its policy terms during sign-up and engaged in unfair claims handling. They failed to disclose that deductibles are per condition, not annual, and excluded exam fees from coverage, which was hidden in fine print. They applied two $200 deductibles to a single vet visit without justification, ignored the vet's diagnosis, and refused to issue a full refund of $397.34 after I cancelled. This caused financial harm and delayed care for my sick pet.Complaint Details:Misrepresentation: Trupanion's deductible terms and lack of exam coverage were hidden in fine print, deviating from industry norms and causing me to unknowingly purchase inadequate coverage.Unfair Claims Handling: They wrongly applied two deductibles for a single vet visit, claiming two illnesses, which was unsupported by my vet's evaluation.Unjust Refund Policy: After cancellation, they refunded only the prorated amount, refusing a full refund despite misleading me.Desired Resolution:A full refund of $397.34 for a misrepresented policy.A review of Trupanion's practices to ensure key terms are clearly disclosed.Compensation for the financial burden of their incorrect claims processing.

  

  Business Response

  Date: 01/06/2025

  Date: 1/6/2025
  BBB Case ID # ********
  Policy # TU0004548515
  Complainant: ***** ****
  
  Trupanion has received the concerns presented by Ms. ***** We appreciate the opportunity to look into this for her and offer support.
  
  Our team has thoroughly reviewed ************************ with our team and confirmed she was provided with accurate information at all times. We also determined that her coverage has been applied correctly and her account was canceled in line with our plan terms. We are therefore unable to honor the desired settlement of further refund here. A prorated refund of premiums paid has been issued directly to the payment method on file 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 to be resolved. If she has any questions, we encourage her to please call us any time at ************* or chat with us online.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 01/13/2025

   
  Complaint: 22740603
  
  I am rejecting this response because:
  
  

  Trupanion has failed to address one of my primary concerns: the misleading nature of the website quote and application process. Specifically, the process does not clearly disclose that the deductible is applied per occurrence rather than annually.
  
  

  
  The industry standard for insurance policies is an annual deductible, not a per-occurrence deductible. This creates a preconceived notion for the average customer, and *********************** failure to explicitly highlight this key difference during the quote and application process is misleading. Without clear and prominent disclosure of this critical detail, customers like myself are misled into purchasing a policy based on incomplete or unclear information.
  
  
  Had this been clearly stated, I would not have applied for coverage. To my knowledge, other pet insurance providers are far more transparent about their terms and follow the annual deductible standard.
  
  
  I am requesting a full refund, as I would not have purchased this policy if the terms were communicated clearly. I urge Trupanion to review and revise its quote and application process to ensure greater transparency and prevent future customers from being misled.
  
  
  

   

   

  
  Sincerely,
  
  ***** ****

  

  Business Response

  Date: 01/29/2025

  Date: 1/29/2025
  BBB Case ID # ********
  Policy # TU0004548515
  Complainant: ***** ****
  
  Trupanion has received the further concerns presented by Ms. ***** We appreciate the opportunity to provide additional clarification.
  
  Our plan provides a unique deductible that is lifetime per-incident. This means that once the chosen deductible is met for an illness or injury, we can provide unlimited payouts on related treatment costs. Our deductible is further explained in section 1.B.I of our plan, ************** agreement: Deductible.
  
  We understand this is unusual, so we make every effort to ensure our members are fully informed about this aspect of coverage. We see that Ms. **** started coverage online. Pet parents can find information about our coverage terms, including deductibles, before signing up online by reviewing our website FAQs and coverage information, as well as by accessing a sample plan for their area. Details about our deductible are also available throughout the online signup process. Pet parents can also connect with our team 24/7 by live chat through our website or by phone to talk through coverage before or after starting their plan.
  
  Additionally, the deductible is further called out on each pets coverage Declarations Page that is sent by email after signup is complete. We have attached Ms. ***** specific Declarations Page here, which shows that her pet carried a $100 per illness or injury deductible.
  
  Because Ms. **** was provided with access to accurate information both before and after signing up, we remain unable to honor the desired settlement here. We understand this is not the outcome Ms. **** hoped for, and we are available any time if she has any further concerns.
  
  Take care,
  The Trupanion Team
  ************* 

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22740603
  
  I am rejecting this response because:
  
  Per my previous message these are deceptive business practices. The quote page doesnt make it obvious that their method of applying deductibles is unconventional.

  You have to click on the iwhich is easy to overlook as most individuals familiar with insurance would not expect to see this unconventional method of multiple deductibles as opposed to an annual one.

  Sincerely,
  ***** ****

• Initial Complaint

  Date:11/23/2024

  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.

  In August 2023, I enrolled my service dog, Bandit, with Trupanion Insurance. On September 27th, 2024, Bandit had attended a local vet to be treated for an aural hematoma. This hematoma was as a result of new allergies. We had sent in an invoice to Trupanion but my claim was denied. Bandit also revisited the vet for a check up on October 26th, 2024.Trupanion, is denying my claim with the "reasoning" being that this hematoma is related to a preexisitng condition. However, this is not the case. This has been explicitly stated to them by the veterinarian, and myself as well. They are quoting an incident back in 2022. Bandit was seen by the vet, and had mild debris present within both ears. As a result, this debris had caused for thickening of his ears canals. In their denial, they explain that "While we understand the current aural hematoma and otitis are suspected to be due to an underlying allergy, Bandit was noted to have problems with his ears, thickened ear canals and was treated with Burows solution prior to enrollment. These are all clinical signs associated with ear infections (otitis)." and "Ear infections (otitis) are a well-recognized manifestation of underlying allergic skin disease. As Bandit was noted to have clinical signs related to otitis prior to enrollment, allergies, otitis and complications of them are not eligible for coverage."However, in this explanation they conveniently omit the fact that these symptoms were from debris - foreign objects - in his ears. They are stating that ear infections are a well-recognized manifestation of underlying allergic skin disease, except, in this case, that would not be the case, as explained by the vet as well, as his ear infection was from debris. The ear infection did not just come to be, foreign objects in both ears, caused these symptoms. Therefore, like the vet had stated, and myself, these events, their root causes, and symptoms, are entirely unrelated. This claim should not have been denied.

  

  Business Response

  Date: 12/03/2024

  Date: 12/3/2024
  BBB Case ID # ********
  Policy # TC0002101280
  Complainant: Jaxzon *******Rose
  
  Trupanion has received the concerns presented by Mr. ************ and we appreciate the opportunity to offer support. We hope Bandit is feeling better now.
  
  Our team has thoroughly researched Mr. *******Roses coverage, and we have reached out to him directly to provide more information. If he has any questions, we encourage him to please respond directly to our email message and we will gladly offer additional help.
  
  Take care,
  The Trupanion Team
  ************* 

  Customer Answer

  Date: 12/20/2024

  This matter is still not resolved; There is no resolution as of yet. I was just informed today that the matter will be sent to an independent third party. A response is not expected for three weeks.
  
  At this time Trupanion is still denying coverage for this matter and as a result, my dog has been unable to receive the care he needs and should be entitled to.
  
  Thanks
  Jaxzon
  

  
  

  

  Business Response

  Date: 01/17/2025

  Date: 1/17/2025
  BBB Case ID # ********
  Policy # TC0002101280
  Complainant: Jaxzon ***********
  
  Trupanion has received the further concerns presented by Mr. *********** and we appreciate the opportunity to provide information here. We hope both he and his pet are doing well.
  
  The independent third-party tertiary review of Mr. ***********s claim was recently completed. We notified Mr. *********** of the outcome of this review by email. We have no further information to provide and believe this matter is fully resolved. If Mr. *********** has questions, we encourage him to please contact us directly by phone or live online chat.  
  
  Take care,
  The Trupanion Team
  ************* 

  Customer Answer

  Date: 01/26/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and agree to have this complaint marked as resolved and therefore closed.
  

• Initial Complaint

  Date:11/15/2024

  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.

  Im trying to get pet insurance thru Trupanion Only to find out there is another dog on my Email. They r refusing to edit it and take off They r being rude and trying to tell me they r trying to fix it that is behond unprofessional Im not working on any thing with them They have no right to use my email with Another dogs name on there they do not have that right. That is illegal

  

  Business Response

  Date: 11/22/2024

  Date: 11/22/2024
  BBB Case ID # ********
  Policy # TU0002111998 & TU0002008599
  Complainant: *. ******
  
  Trupanion has received the concerns presented by Mx. ******.We appreciate the opportunity to offer information and support here.
  
  We offer members the option to begin plans over the phone with a licensed agent, or on their own via our website. Our team has thoroughly reviewed the account TU0002008599 in question. This account was opened online through our website on 12/22/2015 using an offer code that provided 30 days of coverage at no cost. The account was subsequently closed 30 days later on 1/21/2016.
  
  We have confirmed that no one, including Mx. ******, was charged a premium for the plan in question. Because no premiums were billed for this enrollment, we are unable to honor the desired settlement of Billing Adjustment here.
  
  Per Mx. Bedards request, we have removed their email address from this account. We believe this matter to be resolved.
  
  If Mx. ****** has any additional questions or would like speak with a member of our team, we encourage them to please contact us directly. Our team can be reached 24/7 by phone at ************* or by live chat online.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:10/28/2024

  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.

  This company offered reasonable pet insurance for years. Our 9-year-old dog had a policy with them for $65 per month and it would go up or down 5% each year from 2015 to 2019. In 2020 the increase was around 8%, they increased it 13% in 2021, and then another 16% in 2022. I understand costs went up, so we thought the company was doing what they needed to. In 2023 we saw the largest increase yet at 32% and they just sent a notice that they're going up another 44% moving forward. The monthly cost for our 9-year-old dog has almost tripled. We brought home a puppy in 2022 (when costs were still reasonable) and the monthly cost has almost doubled for our 2-year-old dog. We've been with Trupanion since our dogs were 8 weeks old and always paid the premiums on time. We should be locked in for better pricing. If we were to leave and go to another company, it would cost a fortune as our dogs aren't 8 weeks old any longer. This company knows we can't go anywhere and they're taking full advantage of this. I see the vet bills and I know they've increased 5-10% but this company is using this as an excuse to premiums 249% since 2020. I'm happy to share any other documentation you need to make this right. I'm sure there are many others that are as frustrated as we are.

  

  Business Response

  Date: 11/05/2024

  Date: 11/5/2024
  BBB Case ID # ********
  Policy # TU0001983530
  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 and have confirmed 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 department of insurance 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 the unlimited, lifetime medical coverage we provide.
  
  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 sign up, as well as their geographical location and the coverage options selected for their plan. While we regularly review our pricing as outlined below, we want to assure Mr. ****** that these factors will always be the basis of his monthly cost.
  
  This means that Trupanion does not change a pets cost because they get older after signing up or because they use their coverage.Instead, changes in our pricing are based on trends in the overall cost and use of veterinary care to ensure that 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 realize 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.While we understand this may not be the outcome he hoped for, believe this matter to be resolved. If he has any additional questions or would like to talk through his plan in more detail, we encourage Mr. ****** to please contact us directly. Our team can be reached 24/7 by phone at ************* or by live chat through his online account.
  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:10/17/2024

  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 believe this company is fraudulently collecting insurance payments without any intention of ever paying the policyholder. Unlike other insurance companies where there is a yearly deductible, this company has a condition deductible. They are supposed to pay out when youve exceeded the deductible for a certain condition. When it actually came time for them to pay, they reclassified the diagnosis so that They could claim I still havent met the deductible. They reclassified the diagnosis to say it was a pre-existing condition and therefore it would never be eligible for reimbursement. Ive paid this business thousands of dollars in addition to the thousands of dollars that I pay for veterinary care for my dog. Additionally, Any claim Ive submitted to them Has been deemed a pre-existing condition when there was no history of the condition prior to registering for pet insurance. Finally, they made me wait over a Month for a response so I paid for an additional month of insurance that again they never had any intention of paying out the policy.

  

  Business Response

  Date: 10/25/2024

  Date: 10/25/2024
  BBB Case ID # ********
  Policy # TU0004152543
  Complainant: ********** **********
  
  Trupanion has received the concerns presented by Ms. ************* are sorry to hear that her pet needed treatment, and we hope they feel better soon. We appreciate the opportunity to offer support here.
  
  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. Our plan focuses on helping with the costs of treating pets for new conditions they may develop after their coverage is fully in place. In the event a pets medical records indicate that a condition is present before that time, it is not something our plan covers. This is further outlined in section 9.B of our plan under What we do not cover:pre-existing conditions.
  
  Our team has thoroughly reviewed Ms. *********** recent claim and confirmed that coverage was applied correctly per our plans terms and her pets medical records on file. We are therefore unable to honor the desired settlement here. While we understand this is not the outcome ************* hoped for, we have no further information to provide and believe this matter is resolved.
  

  We see that Ms. ********** has since chosen to cancel her plan. A prorated refund of premiums has been issued directly back to her premium payment method on file per our plans terms. Our team is still available any time if she has questions or would like to further discuss her concerns. We encourage Ms. ********** to please call us directly at ************* or chat with our team online any time.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22435833
  
  I am rejecting this response because:

  As you can see, they approved the claims for the polyderma until I met my deductible. Once I met my deductible, they claimed it was a pre-existing condition. 

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

• Initial Complaint

  Date:10/09/2024

  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 been paying trupanion for my dog mj for 5 plus years and upon attempting to make our first claim they have been giving us the run around with saying they had medical files from our current vet but not from the previous one after 3 weeks of them saying they couldn't contact the vet I had to take a day off work which was not fees able at all contact the vet and get the info for them now they have changed their story to the tune that they need the medical info from our current vet which 3 over 3 weeks ago they claimed they had and were just waiting for the old vets info I have been paying for over 5yrs with the false pretense that my Lil girl was insured buyers beware of trupanion they are all hype no service

  Customer Answer

  Date: 10/10/2024

  My issue has been resolved thanks for your help 

• Initial Complaint

  Date:10/02/2024

  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.

  This is about pet insurance. I pay Trupanion a monthly premium for pet insurance for my dog, Beau. My policy has a $1,000 deductible (which they won't ever let me lower, but that's another complaint) with 90% coinsurance. In the past, my claims have been processed as follows: 1. Subtract anything not covered (taxes, exam fee, etc.) from the total 2. Apply the deductible. 3. Take 90% of the remaining balance and reimburse me directly for payments I've already made.Their new process is to subtract anything not covered, take 90% of the balance, then apply the deductible. This results in substantially lower reimbursement costs. For example, I just submitted a claim that totaled $1602.61. Not covered items include exam fee ($175) and taxes ($12.01). This would bring my total potential for reimbursement to $1,415.60. They would have then subtracted my $1,000 deductible, bringing me to $415.60 and then reimbursed me for 90% of that amount ($374.04). Instead, they took 90% of $1,415.60, bringing me to $1,274.04, then subtracted my $1,000 deductible to reimburse me $274.04. This is $100 less than how they handled reimbursements previously and the company did not inform me they were changing how they paid out reimbursements and applied deductibles and co-insurance. I feel this is fraudulent on their part since they are changing how claims are processed and they owe me that extra $100.

  

  Business Response

  Date: 10/07/2024

  Date: 10/7/2024
  BBB Case ID # ********
  Membership # TU0003543842
  Complainant: ******* ********
  
  Trupanion has received the concerns presented by Ms. ******** and we appreciate the opportunity to offer support. Were sorry to hear that her pup needed treatment and we hope **** is feeling better now.
  
  Our team has thoroughly reviewed this claim and reached out to Ms. ******** directly to discuss her coverage. We hope this matter to be resolved. If she has any questions or would like to talk through her plan in more detail, we encourage Ms. ******** to please call or chat with us online any time.
  
  Take care,
  The Trupanion Team
  *************
  

  Customer Answer

  Date: 10/09/2024

   
  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:09/16/2024

  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.

  Trupanion rejected a claim stating: A note from our claims team: Notes from ****************************** showed signs consistent with this condition. These include crusting lesions- crusting erythematous lesion on right eyelid on August 26, 2022 and itching more, scab on lumbar spine and small area of hair loss and scab on left hind limb paw. Scabs and pruritus on September 30, 2022. Because these signs were noted before you enrolled and again post policy, this portion of the claim cant be covered.That was RINGWORM.I went through the appeals process. Our veterinarian supplied the required information. Trupanion rejected again saying the information wasn't enough.Trupanion doesn't realize that RINGWORM is FUNGAL & not ALLERGIC. Our vet was repetitive & clear.

  

  Business Response

  Date: 09/18/2024

  Date: 9/18/2024
  BBB Case ID # ********
  Policy # TU0004011066
  Complainant: ***************************************
  
  Trupanion has received the concerns presented by ************************. We appreciate the opportunity to look into this and offer support. We hope her pet is feeling better now.
  
  We have completed a thorough reassessment of Ms. *********** claim, and were happy to report that we are able to extend coverage here. An updated explanation of benefits has been sent to Ms. *********** email address on file and any payout will be issued to her preferred claims payment method on file. A member of our team has also reached out to ************************ directly to provide more information about this reassessment.
  
  We believe this matter to be resolved. If ************************ has any further questions, we encourage her to please contact us directly by phone at ************* or by live chat through her online account.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 09/19/2024

   
  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. I apologize: I forgot to write to say that they  did respond. Thank you.
  
  Sincerely,
  
  ***************************************

• Initial Complaint

  Date:09/10/2024

  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.

  I was required to sign up for a free trial of pet insurance through Trupanion by our breeder. When I signed up with Trupanion for the free trial on December 17th of 2023, Trupanion told me it would not renew unless I called them to continue services. They told me they needed a credit card on file just in case to sign up for the trial. I was even sent an email saying my coverage end day was January 16th of 2024. I noticed in April of this year Trupanion continued to bill me monthly for January, February, March, and April. They told me I signed up for insurance past the trial because I gave them my credit card information. I never agreed to monthly service beyond the free trial and was forced to give credit card information for the free trial. Trupanion would only let me cancel for April and refused to refund me for January, February, and March even though I did not agree to services in those months.

  

  Business Response

  Date: 09/19/2024

  Date: 9/19/2024
  BBB Case ID # ********
  Policy # TU0004369370
  Complainant: ******** *****
  
  Trupanion has received the concerns presented by Ms. ****** We appreciate the opportunity to look into this for her and offer support. A member of our team has also reached out to Ms. ***** directly to provide more information.
  
  Our team has thoroughly reviewed ********* communication with our team and confirmed she was correctly informed about her enrollment options at all times. We have determined that her plan was canceled in line with our plan terms and are therefore unable to honor the desired settlement of further refund here. A prorated refund of premiums paid has been issued directly to the payment method on file 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 to be resolved. If she has any questions, we encourage her to please call us any time at ************* or chat with us online.
  
  Take care,
  The Trupanion Team