Customer ReviewsforTrupanion

I enrolled two cats in 2020, supposedly with a locked in rate for their respective ages. After four years, my insurance premiums nearly tripled. I finally made my first claim in 2024, which Trupanion (took two or three months to "process," then) denied. In their denial, Trupanion said that without complete veterinary records, beginning in 2018, they could not cover the claim because they could not verify pre-existing conditions. I noticed that they didn't ask me to sign an authorization form so that they could collect the records-- they told me they couldn't process my claim unless I gathered the records for them. But veterinarians are not legally required to keep records for this many years, and there is no way for me to provide full records from 2018. Because Trupanion negligently did not gather the records when I enrolled my pets in 2020, there is no way to gather the complete records now, so any and all claims would likely be denied because they cannot verify whether there were pre-existing health conditions. Moreover, I heard from my current veterinarian's office that Trupanion's agent actually tried to get my veterinarian to change his clinical notes to support their not paying my claim. I would have been better served to set aside some money in a savings account dedicated to pet care each month. I'm sorry to say that Trupanion added no value or support, after years of faithfully paying dues.

Hi *******,

Thank you for sharing your concerns. We hope you and your pets are all doing well. We understand this isn't the experience you hoped for, and we appreciate the opportunity to provide some information here that may be helpful.  

Each pets coverage is based on their individual records, so we work to collect their complete medical history directly from your veterinarian when reviewing their first claim. If that history isnt available, your veterinary clinic can let us know and we will gladly proceed to complete review with the information we are able to collect.

Our team is always here if you or your clinic have questions about coverage or how we review claims. Please give us a call at ************* or chat with us online any time we can provide more information or support.

Take care,
The Trupanion Team

I pay a small fortune for my premiums and they deny everything for pre-ex despite dr. notes stating conditions are new. They use observations from radiographs that were ordered for something else to deny claims. I've called repeated over 12.5 weeks and am owed in excess of 3k at this point.

Hi ******,

We know weve been in touch on other platforms, and we wanted to respond here as well because your experience is important to us. Were sorry to hear your pet has needed treatment, and we will be keeping both of you in our thoughts.

We believe weve located your account and we see that a member of our team has reached out by email to provide an update regarding your concerns. If you have further questions, please respond to that email, or contact us directly by phone or chat.

Take care,
The Trupanion Team 
*************

Scam. Will do everything from wrongly labeling a claim to making you do extra paperwork for covered conditions to get reimbursement. ***** spend more time fighting with Trupanion to get them to pay out covered benefits than its worth. They deliberately mislabeled a claimed condition to dental to avoid paying even though it was an acute injury. Next, a chronic condition requiring bi-annual lab work claim is on hold for more info from our vet ??? I switched to Embrace for my two other dogs and have had no issues. Sadly stuck with Trupanion for my one senior dog since I effectively invested to much now (their lifetime coverage) to switch and her chronic conditions would be excluded from any new coverage as pre-existing.

Horrible,I have had Trupanion for three years and every year my rates have gone up 30%. I am paying over $100 for a dog that is three years old and healthy. Theres much more competitive pricing out there with stellar service

Hi ****,

We understand it can be difficult to see your cost change over time, and we appreciate you sharing your concerns. We know weve been in touch on another platform, and we wanted to respond here as well to provide some information that *** be helpful.

First and foremost, we want to assure you that your cost isnt set to increase every year. Instead, we regularly review our pricing to make sure it stays in line with the unlimited, lifetime payouts we promise to provide when pets are sick or hurt. In the event we find that our pricing is not aligned with our coverage promise, we will make the difficult but necessary decision to adjust our rates.  

During this review we analyze our pricing alongside overall trends in the cost and use of veterinary care. In recent years, weve seen changes to treatment costs as external economic trends like inflation have impacted the veterinary industry. At the same time, treatment technology has also improved to become more sophisticated and widely available, which has enabled more pets to receive better care more often. By keeping up with these trends, we know we can continue to be here for members like you if and when you need us.

Our team is available 24/7, and we hope youve been able to connect with us directly to review your specific account in more detail. Wed love to offer any further support or clarification we can. Please give us a call at ************* or chat with us through your online account any time youd like to speak with a member of our team.

Take care,
The Trupanion Team

SCAM SCAM SCAM: Complaint Against Trupanion for Unfair Denial of Coverage Based on my experience, I strongly advise pet owners to seek insurance coverage from more trustworthy providers who are committed to supporting their policyholders in a fair and ethical manner.BBB: I am writing to formally lodge a complaint against Trupanion regarding their unjust denial of a coverage claim for my puppy's medical expenses. This denial was based on the assertion that a minor ear infection my puppy experienced at a few weeks old constitutes a pre-existing condition.I enrolled my puppy in a Trupanion insurance plan with the understanding that I was securing reliable and comprehensive health coverage. Unfortunately, when I recently submitted a claim for medical expenses, Trupanion denied it, citing a skin lesion my puppy developed after swimming in a filthy body of water. They then linked this incident to the early ear infection, claiming it was allergy-related and therefore a pre-existing condition.Trupanion's decision to classify these unrelated issues as pre-existing conditions is both unreasonable and unjustifiable. This denial contradicts the promises made by Trupanion regarding the coverage they would provide in times of need. Instead of fulfilling their obligations, Trupanion has chosen to evade responsibility.I am seeking the BBB's assistance in resolving this matter and ensuring that Trupanion honors their contractual commitments. Specifically, I request:1. An immediate reconsideration and approval of my claim.2. Reimbursement for the medical expenses incurred.3. A review of Trupanion's claims process to ensure fair and ethical treatment of policyholders. BBB should be aware of Trupanion's practices and to take appropriate action to prevent other pet owners from experiencing similar issues. Consumers SPEAK UP. Our silence is what allows TruPanion is to continue these questionable habits.

Hi ***,

We understand you have some concerns about your claim experience, and we appreciate the opportunity to offer support here. We hope your pup is feeling better now.

Our plan includes the option of a secondary review in the event you or your veterinarian disagree with a claim outcome. Were available 24/7 to talk through how you can start this kind of review with your veterinarians help, and wed love to answer any questions you may have. Please call us at ************* or chat with us through your online account any time for more information.

Take care,
The Trupanion Team

I enrolled my perfectly healthy 8-week-old puppy with Trupanion based on their assurances of stable premium rates at the time of enrollment. However, I recently discovered a staggering 36% increase in my premiums, despite my dog remaining in excellent health and no claims being made.When I initially signed up, Trupanion explicitly stated that the premiums quoted would remain consistent throughout the policy term for a healthy puppy like mine. This sudden increase directly contradicts their promises and feels like a breach of trust.Attempts to seek clarification from customer service have been met with vague explanations and no satisfactory resolution. This experience has left me deeply disappointed and questioning the integrity of Trupanion's marketing claims.I urge potential customers to carefully review all policy details and consider whether Trupanion's practices align with their expectations before committing. As a consumer, transparency and reliability are crucial when choosing a pet insurance provider, and unfortunately, Trupanion has failed to deliver on these fronts.

Hi there,

Thank you for expressing these concerns. We understand it can be difficult to see this kind of change in your cost, and wed like to offer some information here that *** be helpful.

We know that every pet is unique, so we create a monthly cost that is specific to them and based on their individual characteristics. These characteristics include their age when they enroll, their breed and ***, as well as their geographic location and the options selected for their plan. You can be assured that these factors will always be the basis for your pups monthly cost.

Rather than automatically changing this cost as your pup gets older, for example, we instead carefully review our pricing alongside trends in the cost and use of veterinary care on a regular basis. We consider trends like how much veterinary treatments cost, how often treatments are being provided, and how those treatments *** be improving with better technology. This helps ensure that were always priced to support the unlimited payouts we promise to provide when pets need treatment for new conditions that begin after their coverage is fully in place.

We appreciate that youve taken time to connect with our team to discuss your concerns, and wed love the opportunity to provide any additional support or clarification we can. Were unable to locate your plan with the details here, so please call us at ************* or chat with us online any time youd like to connect with a member of our team.

Take care,
The Trupanion Team 

Trupanion - A Complete Betrayal of Trust and a Waste of Money I am beyond disappointed and disgusted with Trupanion's blatant refusal to honor their commitment to my dog. For over seven years, I faithfully paid over $100 a month in premiums, believing I was securing her health and well-being. However, when she needed a $4,000 surgery to remove unrelated masses, Trupanion showed their true colors.Despite a detailed appeal from the veterinary surgeon confirming the masses were not pre-existing, Trupanion denied coverage, leaving me with the entire financial burden. Their excuse? They needed a "finalized invoice and additional information," even though they already possessed all the relevant details. This is a clear case of insurance bad faith, designed to delay and avoid paying legitimate claims.Trupanion's actions are not only unethical but also cruel. They prey on pet owners' love and concern for their animals, collecting hefty premiums only to abandon them in their time of need. My experience serves as a warning to others: Trupanion is not a trustworthy company and will likely leave you high and dry when you need them most. Save your money and find a pet insurance provider that genuinely cares for the well-being of your furry family members.Note that I have paid into Trupanion almost 3x of what this procedure cost and in my entire time as a customer have never received a single payout. Don't make the same mistake I did. Avoid Trupanion at all costs.

Hi ****,

Thank you for taking time to share your concerns. We know weve been in touch on another platform, and we wanted to respond here as well to offer support. Were sorry your pup needs treatment, and we hope she feels better soon.

Our team would like the opportunity to offer any help or information we can. We believe weve located your account and a member of our team will reach out to you at your contact information on file as soon as possible. If you have questions or would like to connect with us in the meantime, please call us at ************* or chat with us through your online account. We hope to talk with you soon.

Take care,
The Trupanion Team