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:25/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  

  Business Response

  Date: 25/03/2024

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

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

• Initial Complaint

  Date:21/11/2023

  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.

  My fully vaccinated one year old indoor adopted cat who have 42.25 Cad/month insurance premium with Trupanion vomited and showed sign of illness, I booked urgent appointment for next day with vet. Turpanion refused claim , the cat ended up having worms and according to Trupanion adjustors this is not illness and could have been prevented ! This is against what policy claim to cover and insurance company thing they can go away with this , they charge premium and not cover a legit claim. there is nothing more preventive i can do other than doing all Vet visits and any recommended vaccination , the cat is indoor , i feed cat with best food . not sure what else trupanion expect to cover an emergency illness . I feel ******** and want my money back since the insurance was a ***.
  

  

  Business Response

  Date: 29/11/2023

  Date: 11/29/2023
  BBB Case ID # ********
  Membership # ************
  Complainant: ***** ********
  
  Trupanion has received the concerns presented by Mx. ********. Transparency is important to us in all aspects of our plan, including what is not covered. We appreciate the opportunity to offer support here and hope their pet is feeling better now.
  
  Our plan focuses on helping with the unexpected costs of treating new conditions that pets may develop after their coverage is fully in place. Since we’re here for those unexpected treatment costs, our plan does not cover conditions that can be prevented through the use of readily available preventative treatments. This includes parasitic infections like intestinal worms as outlined further in section 9.C.XVI of our plan under “What we do not cover.” We review all claims for coverage according to these plan terms and the medical information on file from Mx. ******** and their veterinarian.
  
  Based on the information on file and within Mx. ********’s complaint, their pet required treatment for intestinal worms. Because treatment for this type of condition is not eligible for coverage under our plan, we are unable to provide reimbursement here.
  
  Our plan allows for a full refund of premiums paid if a member chooses to discontinue coverage within the first 30 days of their pets’ plan. This is further detailed in section 3.J of our plan under “General conditions of coverage.” Because Mx. ******** requested cancellation after the initial 30-day period, a prorated refund of premiums has been issued in accordance with the plan terms above and we are unable to honor the desired settlement of further refund.
  
  While we understand this is not the outcome Mx. ******** hoped for, we believe this matter to be resolved. If they have further questions or would like additional support, we encourage Mx. ******** to please contact us directly at *************.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 29/11/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  This ambiguous clause " conditions that can be prevented through the use of readily available preventative treatments" used by insurance provider is a **** and goes against the insurance provider commitment to cover for the unknown arising new medical condition.  I do my part as a pet owner, fulfil all vet visit required, buy best quality food, keep cat indoor protected other than that a 42.5 dollar insurance premium plan should cover! full stop!
  
  I am sure by law insurance company are covered because you have fleet of lawyers/adjustors who tailored those ambiguous insurance policy clauses so they can ***** covering true arising medical conditions. 
  
  Here my situation in simple consumer's language, My cat vomited and showed signs of severe illness-> I contacted vet same day requesting urgent appointment ->next day cat got diagnosed and provided medical support for the arising case by Vet -> Smart insurance company denied coverage for this emergency medical case -> i am not interested in the insurance company ******* ************ responses, i want my money back!  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/12/2023

  Date: 12/8/2023
  BBB Case ID # ********
  Membership # ************
  Complainant: ***************************
  

  Trupanion has received the further concerns presented by Mx. ********. We understand this is not the outcome they hoped for, and we appreciate the opportunity to offer further clarification here.
  
  As insurance, we are bound by and must follow all terms and conditions as set forth in our plan. Section 9.********* of our plan states that we do not cover at any time or for any reason the costs, fees, or expenses associated with Parasitic infection, infestation, treatment, diagnostics, or control for internal or external parasites for which there are readily available preventive treatments. Because Mx. ********s pet required treatment for a parasitic infection of this nature, we are unable to provide reimbursement here.
  
  Section 3.J of our plan details when a full refund of premiums is due to a member upon cancellation. That section provides that If You cancel Your policy for any reason within the first 30 days and We have not paid You a claim within that period, You will receive 100%of Your premium and enrollment fee (if applicable) back. Mx. ******** requested cancellation more than 30 days after their policy inception, so we are unable to offer further refund of premiums.
  
  We want to assure Mx. ******** that we have issued a prorated refund of premiums in accordance with these plan terms. That refund was issued directly back to their premium payment method on file.
  
  We have no further information to provide and believe this matter to be resolved. If they have further questions or would like additional support, we encourage Mx. ******** to please contact us directly at *************.
  
  Take care,
  The Trupanion Team

  
  

• Initial Complaint

  Date:10/11/2023

  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.

  $3,941.39 In total premiums paid to Trupanion between November 2019-October 2023. August 11, 2023 received pre approval for dental surgery from Trupanion. Submitted claim for dental surgery on October 10, 2023. To this date an agent has not yet been assigned to the claim and no reimbursement has been made. When prompted for an explanation from Trupanion repeatedly told that there was a glitch in their system and they do not have any available agents to review the claim.

  

  Business Response

  Date: 13/11/2023

  ***** **********
  *** **** ** * ********
  ****** * ************
  Complainant: *********************************
  

  Trupanion has received the concerns presented by **********************. We want to assure her that we strive to complete all claims as quickly as possible and were sorry to hear her recent experience hasnt exceeded expectations. We appreciate the opportunity to offer support here.
  

  We are happy to report that ************************ claim is now complete. A full explanation of benefits has been sent to the email address on file for her account and payout has been issued by her preferred claims payment method.
  

  We believe this matter to be resolved. Should she have further questions or concerns, we encourage ********************** to please contact ** directly. Were available 24/7 at *************.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 14/11/2023

   
  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:11/10/2023

  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.

  Please see attached "Summary of Issue with Trupanion" for my detailed account of this issue.

  Customer Answer

  Date: 12/10/2023

  My Dog Sako has been insured with Trupanion since October 16, 2015. I have always paid for coverage under both the standard and Rehabilitation and Recovery rider on his policy. Sako has ongoing claims for Degenerative Joint Disease and Limping with Trupaion. As a result, Sako was referred to ******* ****** ************* *** ******* ****** (******* ******)by our Veterinarian in 2021. Sako has been swimming with ******* ******** at ******* ****** since 2021 and his claims have always been covered by Trupanion without issue until August 2023.
  
  In August 2023, Trupanion denied Sako’s claim on the basis that they had re-assessed the ******* ****** Facility and that it was not eligible for coverage because services were not provided under the direct supervision of a Veterinarian (which as you will see below is not a requirement based on the language in my Rider). Trupanion has taken the position that they should have never covered services offered by this facility and that they will not be covering services moving forward.
  
  My efforts to resolve this issue have been unsuccessful thus far. For the reasons that follow, I believe Trupanion is not acting in good faith. Importantly, there have been no changes to my coverage nor to the staff or facility at ******* ****** – the only thing that has changed is Trupanion’s opinion about whether or not to cover services provided.
  
  My Recovery and Complementary Care Rider states:
  
  3. HYDROTHERAPY
  "It must be recommended by your veterinarian and provided by or under the direct supervision of a licensed veterinarian or a qualified professional (e.g., a registered and credentialed member of the ****** ************** Institute and/or the ******** *********** of Rehabilitation Veterinarians).
  
  In my view, this policy is clear that Hydrotherapy must be recommended by a veterinarian AND provided by or under the direct supervision of a licensed veterinarian OR a qualified professional. As such, the policy is clear that direct supervision by a veterinarian is NOT required for hydrotherapy coverage as long as the hydrotherapy is provided by a qualified professional.
  
  Furthermore, it is clear to me that the policy sets out a list of other “qualified professionals” but it is clear that what is provided in the rider is not an exhaustive list, simply examples of what “qualified professionals” might be.
  
  ******* is a Registered Canine Hydrotherapist through the ** based ******** *********** of Registered Canine Hydrotherapists. ******* also holds a Diploma in Hydrotherapy for Small Animals (Dip.HSA). This Diploma was obtained through ********** ********** ************** *********, an ******** *********** of Veterinary State Boards (*****) **** approved training course / continuing education provider.
  
  In 2019, David M****, the Vancouver Island Trupanion representative sought out and attended ******* ****** to speak with the staff.  He left them a stack of Trupanion pamphlets, and advised them that clients with the appropriate rehabilitation rider would be eligible for hydrotherapy coverage at ******* ******. When Sako was injured, I was speak with *******, the owner of ******* ******, at an ******* Event where I was competing with my other dogs, and she advised me that services at her pool would be covered by Trupanion and that I should speak to my Veterinarian and consider whether or not Sako would be suitable and would benefit from Hydrotheraphy.
  
  Hydrotheraphy was recommended for Sako by our Veterinarian (as required by our Rider) and he proceeded to swim at ******* ****** from February 2021 to August 2023, during which time Trupanion approved and covered all expenses pursuant to the terms of my policy. In August 2023 Trupanion denied my now routine claim for Sako on the basis that services were not provided under the direct supervision of a Veterinarian, which is clearly not required by the Rider. I have had multiple emails and phone calls with Trupanion trying to rectify this issue and have made no progress.
  
  Firstly, I feel as though the staff at ******* ****** do fit the definition of “Qualified Professional” and that services at ******* ****** ought to be covered for individuals who purchase the Recovery Rider.
  
  However, in the event I am not correct, I believe that Trupanion needs to acknowledge and take ownership of the fact that their staff, David M****, made representations to ******* ******, that those representations were relied up, and that Trupanion has an obligation to stand by those representations and continue provide coverage for Sako, and for my other two dogs, both of whom I purchased and insured with the Recovery Rider in part because of my ability to access services at ******* ******.

  

  Business Response

  Date: 20/10/2023

  Date: 10/20/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: ****** *****
  
  Trupanion has received the concerns presented by Ms. *****. We appreciate the opportunity to offer clarification
  and support here.
  
  We apply coverage according to our plan’s terms as laid out
  in our policy. This includes the additional coverage provided through our
  Recovery and Complementary Care package. This package provides coverage for hydrotherapy,
  as well as other treatments as outlined in section 2.B of our plan under
  “Policy benefits in detail.” All treatments must be provided by a licensed
  veterinarian per section 3.D of our policy, “General conditions of coverage,”
  or by a properly credentialed provider as outlined in section 3 of the Recovery
  and Complementary Care rider under “Hydrotherapy.”
  
  It’s important to us that we do what we say, so we regularly
  review our claims to ensure we’re applying our plan terms correctly. In the
  event that we determine coverage has not been applied correctly, we will take
  corrective action and notify any affected members of this action. This is
  further outlined in section 5.D of our plan, “Our claims process.”
  
  Upon thorough review of Ms. *****’s claims, we determined
  that treatments provided by ******* ****** ************ *** ******* ****** do
  not meet the requirements as outlined in our plan terms above because there is
  no veterinarian on staff to supervise treatment and the facility’s providers do
  not carry the credentials required by our plan. We notified Ms. ***** of this
  decision and encourage her to visit a properly credentialed provider in her
  area.
  
  We are bound by these terms of our policy and are therefore
  unable to honor the desired settlement here. While we understand this is not
  the outcome Ms. ***** hoped for, we believe the matter to be resolved. Our team
  has been in regular direct contact with Ms. ***** to provide this information
  and further support. Should she have additional questions or concerns, we
  encourage her to please contact us directly.
  
  Take care,
  The Trupanion Team
  ************* 

  Customer Answer

  Date: 25/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I do not accept that the service providers at ******* ****** do not meet the definition of “qualified professional”. The Recovery and Care Rider section in question reads as follows:

  3. HYDROTHERAPY
  "It must be recommended by your veterinarian and provided by or under the direct supervision of a licensed veterinarian or a qualified professional (e.g., a registered and credentialed member of the ****** ************** Institute and/or the ******** *********** of Rehabilitation Veterinarians).
  
  it is clear to me that the policy sets out a list of other “qualified professionals” but it is clear that what is provided in the rider is not an exhaustive list, simply examples of what “qualified professionals” might be.
  
  The Staff at ******* ****** are Registered Canine Hydrotherapist through the ** based ******** *********** of Registered Canine Hydrotherapists. They also hold a Diploma’s in Hydrotherapy for Small Animals (Dip.HSA). Their Diploma’s were obtained through ********** ********** ************** *********, an ******** *********** of Veterinary State Boards (*****) **** approved training course / continuing education provider.
  
  These qualifications are specific to hydrotherapy performed in a pool, which matches the services they offer. It makes no sense to me that Trupanion would reject these qualifications and determine they were not “qualified professionals” to provide hydrotherapy. Importantly, there are no clinics that offer hydrotherapy in a pool on Vancouver Island – all other hydrotherapy offered consists of underwater treadmills. The only people who are qualified and who offer Hydrotherapy in a pool are not being accepted by Trupanion as “qualified professionals”. I don’t understand how their qualifications could be satisfactory for the ******** *********** of Veterinary State Boards but fall short for Trupanion, it defies logic.
  
  Trupanion’s explanation for denying coverage on the basis that the staff are not “qualified professionals” is wholly insufficient and appears to have been made in bad faith, particularly in light of the representations their employee made that services provided at ******* ****** would be covered by the Recovery and Care Rider.
  
  I would like Trupanion to accept the qualifications of the Staff at ******* ****** and declare that, as long as they continue to hold those qualifications, they will meet the definition of “qualified professionals” from section 3 of the rider and that services provided at ******* ****** by these qualified professionals will be eligible for coverage by Trupanion clients who have paid for the Recovery and Care Rider.  
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 03/11/2023

  Date: 11/3/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: ****** *****
  
  Trupanion has received the further concerns presented by Ms. ***** and we appreciate the opportunity to address
  them here.
  
  The credentials called out in our plan are
  exhaustive of what we can accept. Our team has thoroughly reviewed the
  credentials of providers at the facility in question and determined they do not
  satisfy our plan’s requirements. Treatments provided at this facility are therefore
  not eligible for coverage and we remain unable to honor the desired settlement
  here.
  
  We have no further
  information to provide and believe this matter is resolved. Should Ms.
  ***** have additional questions or concerns, we encourage her to please contact
  us directly at *************.
  
  Take care,
  The Trupanion Team
  

  Customer Answer

  Date: 04/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response is not sufficient. It would be one thing if I simply sought out and obtained services at ******* ******, submitted receipts, received coverage and then, after some sort of internal audit, Trupanion determined that the staff were not properly credentialed. But the fact that Trupanion Employee David M**** sought out ******* ******, attended their premises, met with the owner, and made representations to the owner that clients who purchased the Recovery Rider and who were referred to ******* ****** by their vet WOULD be covered by Trupanion – coupled with the fact that Trupanion then did cover services rendered by ******* ****** for over two years – changes everything.
  
  I have asked Trupanion time and time again for some sort of explanation as to how this error could have occurred and have been told over the phone that it is none of my business, it is an internal issue, and it doesn’t matter (in their view). I was also told in writing in an email from Manager Toni J**** on September 21, 2023 that they “remain unable to provide clarification on how it happened”. Please see the full email chain attached. This lack of transparency is a fundamental problem.  It certainly appears to me that this is evidence of an insurance company acting in bad faith. Obviously Trupanion determined that ******* ****** was eligible for coverage at one point – their employee attended the facility and said so directly. I cannot accept now, two years later, that ******* ******’s services no longer meet the definition for acceptable coverage. Trupanion has never said that David M**** or any other Trupanion Staff member made an error two years ago when they represented to ******* ****** that their services would be covered. The natural inference then is that Trupanion has arbitrarily changed their position to now deny coverage without explanation and in bad faith.
  
  The staff at ******* ****** are well educated. Their certifications are obtained through an ******** *********** of Veterinary State Boards (*****) **** approved training course / continuing education provider. Trupanion has stated they cannot accept those credentials which is patently untrue. They did accept those credentials for over two years and they can continue to do so, they are simply choosing not to.
  
  Furthermore, Trupanion stated in their response to my BBB complaint on November 3, 2023:
  
  "We have no further information to provide and believe this matter is resolved. Should Ms. ***** have additional questions or concerns, we encourage her to please contact us directly at *************.”
  
  This matter is most certainly not resolved and I do not feel as though I can contact them directly given that, I received the following email on October 13, 2023 from Manager Toni J**** stating in no uncertain terms that Trupanion would not discuss this matter over the phone with me any further. Full text of that email is as follows:
  
  From: Trupanion Information ******************
  Subject: Re: Manager Follow Up Trupanion:********
  Date: October 13, 2023 at 1:49 PM
  To: ****** ***** ******l*****@*****.com
  
  Hi ******,
  
  Thank you for taking the time to reach out again, I hope that you and your loved ones are doing well. I know that the discontinuation of coverage for services provided at ****** ****** has been frustrating and I understand wanting more information. 
  
  At this time we have provided the following both verbally and in writing:
  We do reserve the right to discontinue coverage for ineligible services even if we did provide coverage for them at any time (Section 5.D.)
  We have no further information to provide aside from what has already been shared with you regarding how and why coverage was initially extended for ******* ******’s services
  ******* ******’s services are not and will not be eligible for coverage
  
  The above information and decisions have not changed. You are welcome to seek hydrotherapy services at another facility that is appropriately credentialed for coverage if you would like coverage for these services.
  
  I understand that you have requested a phone conversation regarding this. I do not have anything more to share with you over the phone on this discontinuation of coverage. I will do my best to answer any further questions or concerns you have in writing, just respond to this email and your inquiry will come directly to me
  Thank you for your time.
   
  Best Wishes,
  
  Toni J****| Manager
  
  (NOTE : Emphasis added by ****** ***** for BBB Response.)
  
  I do not feel that Trupanion has taken accountability for the representations made by their employee David M**** nor do I feel that they have adequately explained why services were approved for coverage for over two years and then arbitrarily stopped. Their lack of transparency and position that the cause of this issue is an internal matter only leads me to believe they are hiding something and are acting in bad faith. The fact that they are now representing to the BBB that they will speak with me via telephone when they clearly put in writing to me that they would not is further evidence that Trupanion cannot be trusted to be transparent regarding this issue.
  
  I have proposed a resolution which Trupanion has repeatedly refused to honour. They have proposed nothing in return except that I drop this matter and go away. This is not an acceptable response from a business, particularly when this entire issue was caused by unsolicited representations made by one of their own employee’s. As a longstanding client of Trupanion, I expect more and, at the very least, I expect transparency.
  
  I look forward to a meaningful and substantive response from Trupanion regarding this matter.

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

• Initial Complaint

  Date:21/07/2023

  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 was offered a 30-Day FREE Trial with Trupanion through my vet, at which time I had to provide my credit card but was told I would not be billed unless I chose to continue with a membership. Before it ended I received a number of calls from their customer service to advise if I wanted to lock in they could offer me a few different prices that were varying due to deductible amount, but if I did not lock in before the trial expired these offers would no longer be available to me and if I wanted to set up pet insurance for this pet (***** in the future that the lower deductible amounts would not be offered to me and all pricing may be subject to change. I had done some research and decided that the premiums were not likely justifiable for my healthy young pup and as such I never called back to lock in. Fast forward to a few days ago when I was looking into some fraudulent activity on my credit card and discovered charges from Trupanion dating back to March 2023. I had recently had Lumi in for a spay so thought, well, I've already paid for it, so might as well see what this plan is that they are billing me for, submitted the claim and it came back declined. Called today to advise of what I see as unauthorized billing, shared all the above and was told they could cancel my membership, effective today, that I would not be further billed, but they would not refund the previous 4 months billing. I simply pay the amount owing on my credit card every so often, but haven't been monitoring it to verify whether billers are legit or not, so this evaded me from March until now. I've futhermore been told that because I did not specifically tell them not to bill me that I am liable for the billing. This is not true. As it was left with the representative, I had stated I didn't think it was going to be something I'd be interested in and get back to them. I'm seeking a full refund. This is a very slippery slope where verbiage is being used to make me liable for billing I did not authorize. Please help!

  

  Business Response

  Date: 01/08/2023

  Date: 8/1/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: ***** ******

  
  Trupanion has received the concerns presented by Ms. ******.
  We’re sorry to hear her experience did not exceed her expectations, and we
  appreciate the opportunity to offer support here.
  

  We provide members with the option to begin coverage over
  the phone with a licensed agent, or on their own via our website. Ms. ****** activated
  an offer for 30 days of coverage through our website on 2/17/2023. On 3/9/2023,
  payment information was added to Ms. ******’s account online to continue her
  pet’s coverage after the 30-day offer expired. That same day, Ms. ******
  contacted our team by phone to advise she had opted to continue coverage and
  had some questions about the plan, which our agent addressed.
  

  In cases where information is provided to us online, we rely
  on the accuracy of those details as entered through our website. This includes
  payment information to continue coverage after any offer period expires. Until
  advised otherwise by a member, their plan will remain in effect with payments processing
  to the payment information provided through their activity online.
  

  Our plan allows for a full refund of
  premiums paid if a member chooses to discontinue coverage within the first 30
  days of their pets’ plan. This is further detailed in section 3.J of our plan
  under “General conditions of coverage.” Ms. ****** contacted us on
  7/19/2023 to request cancellation and her request was honored effective that
  date. Since her request for cancellation is outside of
  this 30-day timeframe, a prorated refund of premiums has been issued
  accordingly. Because of this, and because Ms. ******’s plan started
  online, we are unable to honor the desired settlement of further refund.
  

  We understand Ms. ****** has further concerns about her
  claims experience. Our plan is here to help with the unexpected costs of
  treating pets for new injuries or illnesses they may develop after their
  coverage is in place. Since we focus on helping with treating pets when they’re
  sick or hurt, we do not cover routine or preventative procedures like spaying. Further
  information can be found in section 9.C.XV of our plan under “What we do not
  cover.”
  

  We know this isn’t the outcome Ms. ****** hoped for, and
  we’re here any time if she would like to further discuss her concerns. We
  believe this matter to be resolved and we ask that Ms. ****** please call us
  directly at (855)210-8746 if we can provide more information or support.
  

  Sincerely,
  The Trupanion Team

  Customer Answer

  Date: 02/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is not what was discussed or explained to me. There were several calls both incoming and outgoing to discuss options, but I believed I only had a set amount of time to ‘lock in’ or the promotional offers for lower deductible would not be an option and with this I also believed that having not made a final decisions as to level of coverage I might get be interested in, if any, that my coverage would cease to exist. If Trupanion has call logs I’d like a chance to review these and think they would be paramount in coming to a satisfactory resolution in this matter. As it stands, I have yet to receive my prorated refund after being told I would no longer be billed and I feel that the prior amounts I was charged were wholly unauthorized due to reasons previously stated. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/08/2023

  Date: 8/8/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: ***** ******
  
  Trupanion has received the further concerns presented by Ms.
  ****** and we’re glad to offer support here.
  
  We take Ms. ******’s privacy seriously, and a member of our
  team has reached out to her directly by email to provide specific details about
  her phone conversations with our team. Our phone calls are recorded for
  internal use only to ensure quality and provide training, so we are not able to
  release them to parties outside of Trupanion. Ms. ****** has been made aware of
  this.
  
  Upon further review of Ms. ******’s account, we see that her
  regular payment date was the 19th of each month. Since she requested
  to cancel on her July billing date of 7/19/2023, Ms. ****** simply wasn’t
  charged for the month and no refund was due. We apologize for any confusion and
  have also reviewed this with her directly to provide clarification.
  
  Based on our further review of Ms. ******’s phone calls and
  account, we remain unable to honor the desired settlement here. We believe this
  matter to be fully resolved. Should she have further questions, we ask that Ms.
  ****** please contact us directly.
  
  Sincerely,
  The Trupanion Team
  (855)210-8746 

  Customer Answer

  Date: 09/08/2023

  
  
  
  Complaint: ********
  
  I am rejecting this response because: I ended the last call with uncertainty, advising I would call back once I did more research. Again, my understanding was that coverage would terminate at the conclusion of 30-day trial if I did not sign up for a specific plan. I didn’t think for one minute I had committed to a contract as terms were not specifically gone over.

  
  To quote from call log interpretation (as supplied to me by Trupanion, also found in the attachment supplied alongside my response, today), “*** ****** **** ******* **** ***** **** ** **** *** ** ****** *** ******* ***** *** ******** **** ******** *** ****** **** *** ***** ******* *** ****** ** ****** ****** ** **** *** ******** ** *** ***** *** ****** **** **** *** ***** *** *** **** ****.”

  
  I’ve also responded to Trupanion’s email received earlier today asking that they email or provide links to the audio files for my review.

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

  

  Business Response

  Date: 17/08/2023

  Date: 8/17/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: ***** ******
  
  Trupanion has received the additional concerns presented by
  Ms. ******. We have thoroughly reviewed Ms. ******’s account and we appreciate
  the opportunity to offer information here.
  
  During this review, it was determined that Ms. ****** made
  the decision to enter payment information and continue coverage online and
  independently of our agents. When speaking with our team, Ms. ****** gave no indication
  that she did not expect coverage to continue. We have provided Ms. ****** with
  summaries of all calls by email.
  
  While we understand this is not the outcome Ms. ****** hoped
  for, we have no further details to provide and believe this matter is resolved.
  Our agent has also responded to Ms. ******’s email with this information. Should she have
  further questions, we ask that Ms. ****** please contact us directly.
  
  Sincerely,
  The Trupanion Team
  (855)210-8746
  

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because Trupanion is stating their policy (which they say is "standard across all industries") is not to share call logs. This leaves us in a situation where it's their word over mine. At best, the circumstances surrounding understanding and obligation have found us in a grey area. Does the BBB assist in making any determinations of settlement or are we (plaintiff/respondent) left to simply use this platform as a means of communication with one another in working toward resolve? I stand firm in my claim that I did not understand that I was in contract with Trupanion after the discussions had during the calls that took place and as such, I further believe that Trupanion could and should do better in properly advising and serving potential customers and that they are being unwavering and a little unreasonable in light of all that's been presented Without production of call logs, this is a matter of interpretation by both parties (myself and Trupanion). If Trupanion remains firm in their decision to not share call recordings (as stated in private email), how do we properly determine who is right, who is wrong or if the grey area that seems to have presented itself is one that could equally hold both parties to some account? I'd like to add that I ran a call center for backend merchant support of credit card processing for many years, we were required to record all calls and if a dispute should arise and call logs be requested, with proper identification of the requesting party, they were provdied. A little research tells me that refusing to hand over call recordings is not law but a discretionary undertaking that is being strictly adhered to by Trupanion, so I ask again, who makes the final determination in the money matters of this claim; if Trupanion refuses to share these call recordings whilst also precluding themselves from harm, how is this fair? I'm asking for full disclosure, including release of call recordings so all involved (BBB, too) may review and gain a better understanding of how we found ourselves in this dispute as we work toward a more reasonable resolution or that they refund my money. Some clarification as to BBB's position and role would be greatly appreciated as well.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 18/08/2023

  Date: 8/18/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: ***** ******
  
  Trupanion has received the further concerns presented by
  Ms. ******. We are sorry to hear she remains dissatisfied.
  
  Ms.
  ****** has been provided with summaries of all of her calls by email. These
  summaries include the dates, times, and an overview of what was discussed
  during each of her calls with our agents. She has also been informed of our protocol
  regarding phone recordings.
  
  We
  have no further information to provide and remain unable to honor the desired
  settlement here. Should she have further questions, we ask that Ms. ******
  please contact us directly.
  
  Sincerely,
  The Trupanion Team
  (855)210-8746
  
  

  Customer Answer

  Date: 18/08/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response for all previously stated reasons. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:19/06/2023

  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.

  Last fall our pet fell ill and we attended emergency hospital. She was kept there to stabilize and then transferred to the internal specialty section of the same hospital where she stayed a number more days. She was diagnosed with IBD lymphoplasmatic type. The same specialist performed biopsy, provided diagnosis and has been treating her. since Also, the same specialist provided a letter to the insurance company Trupanion advising that this particular condition could not have been pre-existing as symptoms would not have presented until our pet was about 1.5 yrs old. Trupanion declined all claims in the amount of $10,500.00 as well as declined the appeal for which the specialist prepared expert opinion letter and made herself available to discuss her conclusions. Trupanion claimed our pet had previously had incidents where she had digestive issues, i.e upon eating something she should not have and getting a diarrhoea, even though and as per the specialist who reviewed our pet's regular vet's notes, all situations were. cleared in the same matter as regular instances where pets get into eating foods/items they should not. The specialist specifically addressed the distinction between this condition (for which she was hospitalized) and anything else. The specialist also addressed the fact that our pet could not have had this condition earlier in life due to when and how disease presents. On top of declining our claim, since this year, Trupanion increased monthly payment by $50.00. There is no doubt Trupanion acted in poor faith having had all information from an unbiased expert to advise that our pet was to be covered, that her condition was not pre-existing. Apart from $10,500.00 we have endured additional expenses that should have been covered since the diagnoses, and as per policy.

  

  Business Response

  Date: 28/06/2023

  Date: 6/28/2023
  *** **** ** * ********
  ****** * ************
  ************ *******************
  
  Trupanion has received the concerns presented by **************** and we appreciate the opportunity to offer support. Our team has reached out to **************** to review her concerns and well continue working directly with her and her veterinarian. In the meantime, our team is always available and wed be glad to answer any questions she may have. We encourage **************** to please give us a call any time at *************.
  
  Take care,
  The Trupanion Team

  Customer Answer

  Date: 29/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  There has been no meaningful contact made with myself or the veterinary expert who diagnosed and treated our dog. Trupanion sent an email advising they will be forwarding the complaint to an independent advisor they have contracted. The independent advisor will contact me and the veterinary expert that treated our dog. No contact has been made with either of us by the independent advisor. Once this takes place and they have investigated and concluded their findings, we will be able to make informed decisions about whether to accept or reject the findings.

  I hope this is helpful, thank you

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

  

  Business Response

  Date: 08/07/2023

  Date: 7/8/2023
  *** **** ** * ********
  ****** * ************
  ************ *******************

  
  Trupanion has received the further concerns presented by ****************. Were glad to offer clarification.
  

  The independent veterinary consultant for Trupanion reviewing this case required additional medical records to begin their analysis. Our team was able to collect those records directly from the veterinary hospital and the independent review process will continue. **************** will be directly informed of her cases progress and provided with information about what to expect as this independent review proceeds.
  Our team is here to help with any further questions or concerns **************** may have in the meantime, and we ask that she please call us for additional support.
  

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

  Customer Answer

  Date: 10/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Business' response is clarifying the process not offering a solution. Once the response is provided, I will be able to determine if it is acceptable. 
  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 18/07/2023

  Date: 7/18/2023
  *** **** ** * ********
  ****** * ************
  ************ *******************

  Trupanion has received the further concerns presented by **************** and were glad to offer additional clarification here.
  

  Ms. ******* case has been sent to a consulting veterinarian for independent review. These reviews can take longer than standard reviews because they require additional research and further conversations with Ms. ******* veterinary team. The specific timeline for resolution can depend on the complexity of the individual case. We want to assure **************** that the consulting veterinarian working on her case will complete their review as quickly as possible.
  

  While we understand this may not be the timeframe **************** hoped for, we have provided all of the information and updates we can at this time and believe this matter to be resolved. Both *************** and her veterinarian will be directly informed of her cases outcome once it is finalized.  Until then, we encourage **************** to contact the consulting veterinarian directly if she has any questions about her cases status.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 22/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not see any new information in this communication.  I understand from the communication to us from the independent expert that he will be ruling in our favour, however, this does not resolve nearly 30% monthly payment increase. This may require additional communication with Trupanion.  Also, I would very much appreciate if the complaint was not closed yet until Trupanion properly processes everything. We have had a bad experience.

  
  Thank you
  
  Sincerely,
  
  *******************
  
  
  

  

  Business Response

  Date: 01/08/2023

  Date: 8/1/2023
  *** **** ** * ********
  ****** * ************
  ************ *******************

  
  Trupanion has received the additional concerns presented by ****************. Were glad to hear that she was able to connect with the independent consultant for an update on her claim, and we appreciate the opportunity to offer more details about our pricing here. Additionally, we have also reviewed Ms. ******* account to confirm her pricing is correct and have set up a time to discuss this with her in more detail.
  

  Our top priority is to provide members like **************** with unlimited medical coverage when their pets are sick or hurt. This coverage guides everything we do, including our pricing. We start by basing each pets monthly cost on their individual characteristics to ensure our rates are fair,accurate, and non-discriminatory. These characteristics include a pets breed and age at enrollment, as well as their geographical location and the coverage options selected for their plan.
  

  We then regularly review our pricing alongside trends in the overall cost and use of veterinary care to make sure our rates continue to support the coverage we provide. Based on this review, a members individual monthly cost can increase, decrease, or stay the same over time. In general,recent trends indicate that more pets than ever are receiving veterinary care,and the treatments veterinarians use are improving. These trends are reflected in our pricing.
  

  To further illustrate how these trends affect our rate review process: we consider the cost of veterinary treatments, how many treatments are performed, and how the treatments have improved with technology.For example, well see how expensive an x-ray is, plus how many x-rays are being done on pets, and if pets are receiving more MRIs instead of x-rays. We then apply this analysis to each pets individual characteristics mentioned above and develop their unique monthly cost.
  

  We hope **************************** this information helpful and we believe this matter to be fully resolved. If she has any additional questions,we encourage **************** to please call us. Our team is available to help 24/7 at *************. **************** can also find further details about our pricing online here: ******************************************************.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 07/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  The invoices for our pet's care have not been fully processed yet.  With respect to 30% increase in payments, a call was scheduled by Trupanion manager which she cancelled the day of.  As per her assistant, the call was to be rescheduled which has not happened yet.  Trupanion was aware of the bread of our dog and general health issues her breed may have (each breed may have their own) upon submitting the original application for insurance. We believe that 30% increase, which is extreme, is a result of Trupanion realizing that our dog is not insurable with another insurance company for the condition this claim is about. Nothing stops Trupanion from increasing the payments by 30% annually from this point forward ***** ** *** **** ******* ******** ***** ****.

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

  

  Business Response

  Date: 16/08/2023

  Date: 8/16/2023
  *** **** ** * ********
  ****** * ************
  ************ *******************

  Trupanion has received the additional concerns presented by ****************. Were glad to report that a member of our team was able to connect with her by phone to discuss her monthly cost. We appreciate her taking time to speak with us and want to assure her that her monthly cost is based on the factors and considerations as detailed in our previous response.
  

  Were also pleased to share that Ms. ******* open claims on file have been completed. Our team thoroughly reviewed these claims to ensure they are adjudicated in line with our plans terms. We have been in touch with **************** directly to notify her of these claim outcomes and answer any questions she may have.
  

  We have no further details to provide and believe this matter to be fully resolved. Our team is available to help 24/7 at ************* and we ask that **************** please connect with us directly if she has questions or would like further information.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 17/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  
  Complaint: ********
  
  I am rejecting this response because:
  Upon speaking with Trupanion about the 30% increase in my monthly payments, I was advised that the increase (well over customary 5-15% as acknowledged by Trupanion representative), applied to all BMD in the area of Nepean.  As Trupanion advised, the agency needs to make profit and if there is an estimate of expense per dog per life as $10000 and claims increase to $12000 so does the insurance.  I pointed out that 30% increase could potentially mean that at this rate I would be expected to pay $668 monthly in five years (started at $180 upon getting this insurance).  During ****** life, at the rate of $180 monthly, Turpanion would have received $21000 (life span approx eleven-twelve years, she was 1.5 years old when insured)  This is certainly a profit considering the overage medical cost per dog per life.  With the increase to $230 in ten years Trupanion will have charged $27600 and that assumes no further increase; considering this extreme bump after one year, this is unlikely.  To justify 30% increase for the area of Barrhaven specifically for BMD bread, there would have to be a completely out of the ordinary increase in medical needs specifically for this bread specifically in this area. How could this be possible? Also, why is this a permanent increase, are these claims continuing at this elevated rate indefinitely? Since we don't get to see any evidence that this is the case, I am left with the impression that the reason for the increase is solely profit beyond industry standards and I feel mislead.  Now that we are unable to seek insurance elsewhere, Trupanion can literally increase payments without any reason indefinitely and we have no recourse.
  The second issue is the claim by Trupanion that there is no cap on treatment for a particular condition, once approved.  This is heavily advertised when customers seek to compare insurances and was one of the factors in why we selected this insurance company.  Our dog requires specific food for the rest of her life otherwise she will die.  Last week we met with her vet who advised that **** will need to remain on this food for the reminder of her life. This is not a matter of us preferring certain foods.  This is a necessity and this food is the actual medicine she is on. Yet, Trupanion advised they will cover 50% of first two months of cost since the incident.  The projected cost for us is minimum $7500 for the duration of ****** life.  ** ******* ** *** ****** **** ***** ** ** *** ** * ********* **** ** ******** *** ****** ******* ***** ********** ** ** *** *****   This is a good example of how something deemed essential to the treatment of the condition (the condition now accepted by Trupanion) is rejected by Trupanion and where cap is applied. 
  I want to acknowledge that the representatives I have been dealing with have been courteous  

  
  Thank you,
  
  *******************

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

• Initial Complaint

  Date:03/05/2023

  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.

  -All claims under their policy for my pet have been denied, despite them being within the scope of what they are said to cover -They claimed he had pre-existing conditions although he did not, which my veterinarian confirmed with them. I enrolled with them at my first vet visit, and everything from that visit on was supposed to be covered under their policy, they have made invalid reasons for every denied claim -Most recently, they denied all claims for emergency care because the condition is 100% preventable in their terms, which it is not, and my vet also affirmed that -They increased their rates to $167 a month with a $200 deductible, much higher than when we enrolled on 12/21/20, and much higher than any other pet insurance company -they have covered $9 over the course of these 2.5 years, none of their rejected claims were for valid reasoning. Myself and vets have tried to appeal over and over, and they wont budge.

  

  Business Response

  Date: 12/05/2023

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

  Trupanion has received the concerns presented by *** ***** and were sorry to hear her pet has needed treatment. Transparency is important to ** in all aspects of our plan and we appreciate the opportunity to offer further details and support here.
  

  We review all claims for coverage according to our plan terms and each pets medical records as provided by their treating veterinarian. Our plan is here to help with the unexpected costs of treating pets for new conditions that they may develop after their coverage is fully in place. If a medical condition unfortunately begins before that time, 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 of our plan under What we do not cover.
  

  *** ***** enrolled her pet on a new Trupanion plan with an offer code on 12/21/2020. This offer code requires a full physical examination of her pet prior to being activated. Any conditions or symptoms noted during that required offer examination will be pre-existing to and not eligible for coverage. During the offer examination on 12/21/2020,*** ****** pet was noted to present with eye and ear irritation. Shortly after enrolling, her pet presented with hot spots, dermatitis, and ear infections.Eye and ear irritation along with hot spots, dermatitis, and ear infections are all consistent with the condition of underlying skin allergies. Because these symptoms began before coverage was in place and continued after enrollment,this condition is pre-existing and not eligible for coverage. A thorough secondary review of this condition has confirmed that all related claims were adjudicated correctly.
  

  Since we focus on helping with unexpected costs, our plan does not cover treatment for conditions that can be easily prevented, such as parasitic infections. *** ****** pet recently received treatment for hookworms, a parasitic infection. Because treatment for these types of infections is a direct exclusion under our plan, we are unable to extend coverage for this condition. Further details can be found in section 9.********* of our plan under What we do not cover.
  

  For the reasons outlined above, we are unable to honor ********* desired settlement of a refund. We understand this is not the outcome she hoped for, and wed like to offer any further information or support we can. A member of our team has reached out to *** ***** directly by phone and email to discuss her experience in more detail. Should she have any additional questions or concerns, we ask that she please return our call or respond to our message.
  

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

• Initial Complaint

  Date:13/03/2023

  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 enrolled my dog to pet insurance when she was puppy because its cheaper monthly premium. However, they increased premium every year on her birthday based on the breed, same breed in my neighborhood and other peoples usage of the insurance claim etc. see the ******* Trupanions pricing philosophy.**************************** ****** said he is not disclosing the increase in premium when we enrolled. He also said not penalizing the animals but actually his company is penalizing the aging pets!!! I regret the enrollment of my dog with this company. Puppy price category?! If the company is increasing the premium, they should inform every customers when we enrolled our pets. Very misleading. My dogs premium jumped $85 to $103 in the year!!! My dog is 7 year old now and I am scared to think when my dog is 10 or 12 year old, the dogs premium will be $200 or more?! Who knows.If my dog doesnt have any surgeries rest of her life, we never recuperate the money we paid. I shouldve put money into **** or something, at least we dont lose money. I dont understand that any company can run business without disclosing to its customers and then a year later increases its premium. Its not transparent at all. Very dirty business.

  

  Business Response

  Date: 16/03/2023

  Date: 3/16/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: *********************
  

  Trupanion has received the concerns presented by *****************Transparency is important to us in all aspects of our coverage, and we appreciate the opportunity to offer more information about our pricing here. Our team has reviewed ****************** account and confirmed that her pets monthly cost is accurate.
  

  Our top priority is to help loving and responsible pet owners budget for their pets medical care by providing them with access to unlimited claim payouts if their pets get sick or hurt. It is essential that our pricing supports these payouts for every pet we protect. As insurance, we provide this unlimited coverage by spreading the risk, or cost, of injury and illness among similar pets. For example, we group pets of the same breed together, as well as pets who enrolled as puppies, or pets who live in a specific geographic area. Every pet belongs to multiple groups based on their individual characteristics.
  

  These characteristics include their age when they enroll,their breed and ***, as well as their geographic location and the coverage options selected for their plan. By basing each pets monthly cost on the same set of characteristics, we ensure that their pricing is accurate, fair and non-discriminatory. We want to assure **************** that her monthly cost does not change as a result of her pet getting older after starting coverage.
  

  Instead, we review our pricing on a regular basis to make sure it continues to support the coverage we provide. As **************** notes, changes to our pricing are mainly driven by an overall increase in cost and use of veterinary care for similar pets. We will always notify members of any scheduled changes to their pricing at least 30 days before they take effect,and we promise not to change an individual pets monthly cost more than once in a 12-month period as long as they remain at the same address. This is further outlined in section 3.C of our plan, General conditions of coverage.
  

  Because ****************** monthly cost is accurate based on our pricing review, we are unable to honor the desired settlement here. While we understand this may not be the outcome **************** wanted, we hope this matter to be resolved. If she has any additional questions, we encourage her to please call us. Our team is available to help 24/7 at *************.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 16/03/2023

  Complaint: ********

  
  

  I am rejecting this response because:Trupanio didn't provide me answers to why Trupanion didn't inform new customers that the prmium will increase every year before we enrolled  our pets.

   

  Sincerely,

  
  

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

  

  Business Response

  Date: 21/03/2023

  Date: 3/21/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: *********************

  Trupanion has received the further concerns presented by *************** and were glad to offer additional support.
  

  We strive to ensure our members understand all aspects of their plan, including their monthly cost and how it may change. When **************** started coverage for her pet in 2016, we provided her with an emailed copy of all of her coverage documents, including a copy of her plan. The plan in effect at that time stated in section 1.B.4 under Your insurance agreement that her premium may be adjusted every year on [her] pets enrollment anniversary date.
  

  We provide updated coverage documents to **************** annually and sent her the most recent documents for her plan on 2/7/2023. These documents include our current plan with the following information in section 3.C of under General conditions of coverage:
  We may change Your monthly premium at any time by providing a written notice to You at least 30 days prior to the effective date of the change. Your monthly premium will not adjust more than one time in any continuous 12-month period.
  

  These documents consistently indicated that ****************** monthly cost could change over time. We hope this helps resolve her further concerns.
  

  Our team is always available by phone to provide additional clarification, and we ask that she call us any time shed like to discuss her monthly cost in more detail.
  

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

  Customer Answer

  Date: 26/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I feel my question was not properly answered. I asked why the business did not disclose to a pet owner(s) about premium increase  before the pet owner enroll their pet. I am aware of the business is informing the pet owner BEFORE the pets anniversary date for increasing its premium. I appreciate that notifying the pet owners and also I am not saying the monthly premium is wrong.

  I also understand Trupanion explained to me on the phone about 5, 6 years ago and the previous response stating, For example, we group pets of the same breed together, as well as pets who enrolled as puppies, or pets who live in a specific geographic area. Every pet belongs to multiple groups based on their individual characteristics. These characteristics include their age when they enroll, their breed and ***, as well as their geographic location and coverage options selected for their plan.

  As the business stated Transparency is important to us in all aspects of our coverage, and we appreciate the opportunity to offer more information about our pricing here.

  I would like to request to see a result how the business determined the monthly premium for a pet. The business must have some type of statistics to decide the premium for each pets because they are considering so many things (as above in the quotation). As a pet owner, I believe we have a right to know how the premium is determined. For example, in my area, how many Huskies are living, out of those, what % Husky used a vet and Trupanion paid out ** amount of dollars and etc thats why my premium is increased nice to receive email with premium increase notice.

  
  I believe almost every year a pets monthly premium is going to increase due to increase of vet costs and inflation. If there is some credit or cash back to pet owners every year if the pet stayed healthy and didnt use your service.
  One of a pet owner, my family and I are very cautious about our pets health. We are looking out for her all times.

  I really appreciate your business is taking time for my questions.

   

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

  

  Business Response

  Date: 28/03/2023

  Date: 3/28/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: *********************

  
  Trupanion has received the additional concerns presented by ****************. While we understand this may not be the experience she hoped for,we have provided all of the information possible for her accounts pricing and have no further details to add. **************** can read more under Your Cost at **********************************************************.

  
  We want to again assure **************** that our rates are required to be fair, accurate, and non-discriminatory. If she has any questions, we encourage her to please call our team directly. We hope this matter to be resolved.
  

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

  Customer Answer

  Date: 02/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did not receive any answers I asked for. Then asking me to contact directly.  I would like to Trupanion to provide me with answers while I am writing on BBB.

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

  

  Business Response

  Date: 07/04/2023

  Date: 4/7/2023
  BBB Case ID # ********
  Policy # ************
  Complainant: *********************
  
  Trupanion has received the concerns presented by *****************We understand she has not been satisfied by the answers provided in previous responses, and it is important to us that our members feel confident in their pricing. To that end, a member of our team has reached out to **************** directly to discuss her specific accounts pricing and provide further support.
  
  Trupanion has no additional details to provide and propose we resolve this matter. As always, we encourage **************** to contact us any time she would like to discuss her account in more detail. Were available 24/7 at *************.
  
  Take care,
  The Trupanion Team
  

• Initial Complaint

  Date:01/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled my dog **** into Trupanion pet insurance on 9/21/2022 with a deductible of $700. In late November 2022, I found a Mass on her head and I took her to a vet. The vet did some exam and performed the operation on her. The vet submitted the claim for me and the total cost is $963 (I paid $700 +exam fee, trupanion paid around $260). The vet told me the mass on head is probably due to sodium in ****'s blood and asked me to do a follow up exam 1-month after the operation. Therefore, vet helped me submit an estimate to Trupanion and we get the pre-approval letter from Trupanion on Dec 29, 2022. In the letter, Trupanion would cover 90% of a total cost of $224.6, which is $202.14. However, after we did the exam, Trupanion refused to reimburse the fee and classified it as a new issue. But it is same issue according to the vet and we got the pre-approval.
  I appealed this issue and Trupanion still declined.
  
  I would like you to help me ask Trupanion to honor their pre-approval and pay the fee. Otherwise, there is no need to pre-approve.
  Also, if they still don't honor, is there an organization that I can report this issue to?

  

  Business Response

  Date: 15/03/2023

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

  Trupanion has received the concerns
  presented by *** **** We’re glad to honor her desired settlement of
  contact from our team and we’ve reached out to her
  directly to offer support. We hope this matter to be resolved. If she has any additional
  questions or would like further support, we encourage Ms. Liu to call us at (855)210-8746.
  

  Take care,
  The Trupanion Team

• Initial Complaint

  Date:20/10/2022

  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 enrolled with this pet insurance company because they publicly advertise that policy prices do not fluctuate according to the pet's age, sickness or the amount of claims a client makes.
  For two years I made no claims and the price of my insurance did not change. My dog is 13 yrs old and got sick, I made claims and Trupanion raised my policy of $381.86 for the year.
  I asked Trupanion to provide my file's data that would justify such an increase as this sudden increase aligns with my dog's sudden illness and my claims and they advertise that they do not raise prices according to age, illness or claims made. I specified that I do not want confidential information only public and personal file information. They have refused to provide this to me. I believe they are doing false advertisement and that they do charge clients more when dogs get, sick or when claims are filed. I am asking for evidence that they are not advertising falsely by asking personal file information justifying this increase in policy. They are refusing to provide this.

  

  Business Response

  Date: 28/10/2022

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

  
  Trupanion has received the concerns presented by Ms. ****
  and we appreciate the opportunity to address them in more detail. Our team has
  reviewed Ms. ****’s account and confirmed that her pet’s monthly cost is
  accurate.
  

  Each pet’s monthly cost is unique to them and based on their
  individual characteristics, such as their breed and age at enrollment, as well
  as their geographical location and the coverage options selected for their plan.
  We want to make sure that our monthly costs stay in line with those factors and
  are accurate, fair and non-discriminatory.
  

  We want to assure Ms. **** that her monthly cost will not
  change just because her pet gets older after starting coverage or because her
  pet uses the coverage. Instead, we review our pricing regularly to make sure it
  supports the unlimited, lifetime medical coverage we provide. Changes in
  Trupanion’s pricing are mainly driven by increased use of improved care with
  new technology.
  

  When reviewing our pricing, we look at the cost of services,
  how many are performed, and how they improve with technology. For example,
  we’ll see how expensive an x-ray is, plus how many x-rays are being done on
  pets, and if pets are receiving more MRI’s instead of x-rays. We then apply
  this to the individual characteristics mentioned above to develop a pet’s
  unique monthly cost.
  

  A member of our team has reached out to Ms. **** directly to
  provide further details about her specific account, and we hope this matter to
  be resolved. If she has any additional questions, we encourage her to please
  call us. Our team is available to help 24/7 at (855)210-8746.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 03/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have specifically asked the business to provide exact data (numbers) of public and personal information pertaining to my file that would justify a yearly raise of 381.96$ on my policy.

  This Business advertises that they do not raise policy amounts according to the dog's age, illnesses or policy claimed. However, I have been with them 2 years and made no claims and the price of the policy even went down a bit. As soon as my dog got ill and I made claims, the policy price was raised of $381.96 for the year. I believe they are falsely advertising and am asking for specific data justifying 2 years of no policy raise and an excessive raise as soon as I made claims for my aging dog.

  This insurance company has only provided vague general information and continues to completely ignore my request for specific personal data and calculation pertaining to my file justifying 2 years with no policy raise and a sudden excessive raise when claims were made and age and illness affected our pet. Our pet passed away on October 23rd, this insurance company's refusal to answer clear simple questions has not helped with the grieving process much harder.

  
  
  
  Sincerely,
  
  
  
  **** ****

  

  Business Response

  Date: 11/11/2022

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

  Trupanion has received the further concerns presented by Ms.
  **** and we appreciate the opportunity to address them.
  

  We have been in touch with Ms. **** directly to share the
  factors that most impacted her monthly cost and want to assure her that we have
  provided all available pricing information for her account. Because we do not
  base changes to pricing on an individual member's personal data, such as claims
  activity or their pet aging after starting a plan, we are unable to honor the
  desired settlement here. We believe this matter to be resolved.
  

  If she has any additional questions, we encourage Ms. **** to
  please contact us directly. Our team can be reached any time at (855)210-8746.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 14/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As mentioned to the business, any increase to a policy was produced by a calculation made from a staff member where it was concluded that my policy should be raised of three hundred plus dollars.

  The business has refused to provide this calculation. Any increase to a policy must be justified and have it's reasons to increase. 

  As mentioned, this company falsely advertises that policies are not raised according to claims, illnesses and age. Without the calculation made to justify a three hundred dollar plus increase, the business can not prove  they have not falsely advertised that pet policies never raise according to age, illness or claims.

  
  
  
  Sincerely,
  
  
  
  **** ****