Complaints
Customer Complaints Summary
- 21 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:24/08/2022
Type: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 filed my initial claim with them for my dog experiencing back pain and an ear infection. Once the reimbursement letter came in, I was told that only the back pain would be covered as the ear infection is pre existing. This is false and my dog has not had an ear infection prior to this incident. They tried to pin it on his allergies as the cause for the ear infection which is bizarre and not logical.
Business Response
Date: 02/09/2022
***** ********
*** **** ** * ********
****** * ************
************ ***** *******Trupanion received the concerns presented by Mr. ******* and
we appreciate the opportunity to address them in more detail. We hope his pup
is on the mend and feeling better now.Our plan is here to help with the costs of treating new
conditions that pets may develop after their coverage is in place. We review all
claims according to each pet’s medical records provided by the treating
veterinarian and in accordance with our plan. Our plan states that any medical
conditions showing signs before enrolling or during the applicable waiting
periods will be pre-existing and not eligible for coverage. This is further
outlined in section 9.B.I under “What we do not cover.”Mr. ******* started coverage for his pet on 4/7/2022. Before
enrollment, his pet was treated several times for conditions consistent with
skin allergies. Because ear infections are also consistent with skin allergies,
and because his pet presented with similar issues before coverage started, we
are unable to honor his desired settlement and cover ear infections for his pet.We understand this is not the outcome Mr. ******* hoped for
and a member of our team has been in touch with him by email to offer
further support and clarification. Should he have any additional
questions, we ask that Mr. ******* please contact us directly.Sincerely,
The Trupanion Team
*************Customer Answer
Date: 03/09/2022
Complaint: ********
I am rejecting this response because the ear infection is unrelated to my dogs skin allergies. Nothing in my dog's medical records indicates such linkage and in fact this ear infection was a one time episode that could have been caused by a number of other factors such as ear mites, foreign bodies, etc. Trupanion assumed because my dog has allergies that all of a sudden the ear infection has been caused by that. Also important to note that a full medical review of my dog's history was never provided yet the claim was marked as closed and processed.Business Response
Date: 15/09/2022
***** *********
*** **** ** * ********
****** * ************
************ ***** *******Trupanion received the further concerns presented by Mr. *******.
Our team has been in touch with him directly to advise on his claim outcome, as
well as provide next steps for further review. Should he have any additional questions about how to proceed, we ask that
Mr. ******* please contact us directly.Sincerely,
The Trupanion Team
*************Customer Answer
Date: 17/09/2022
Complaint: ********
The matter is still unresolved and trupanion is still not covering the ear infection based on the assumption of their blanket statement that the majority of ear infections are caused by allergies. I was told to have another vet review the history already provided. This is a waste of time as they should be able to review the documents again and reach the necessary conclusion with the detailed medical history already provided. Also to date j have not received the analysis of Leo's medical history and am being told more notes are required from the vet although the history was fully encompassing.
Sincerely,
***** *******Business Response
Date: 27/09/2022
***** *********
*** **** ** * ********
****** * ************
************ ***** *******Trupanion received the further concerns presented by Mr.
*******. We confirmed that his claim has been correctly adjudicated based on
both our plan terms and the medical history we have on file for his pet.Our team has informed Mr. ******* that we are unable to move
forward with his case until we have additional information and medical records.
This is necessary to complete his pet’s medical records summary and take
another look at his claim.We have reached out to Mr. ******* to request his help with
getting the information and records we need to proceed. Our team also recently
sent him a follow-up email to reiterate our desire to work with him on this
matter. We ask that he please respond to that email request as soon as
possible.Sincerely,
The Trupanion Team
*************Customer Answer
Date: 01/10/2022
Complaint: ********
I am rejecting this response because nothing was resolved. Trupanion still stands behind their original decision, and even after providing the full medical history, I'm still being asked for more details on each specific visit. It is evident that they do not honour their protection and when questioned about it, they will just keep requesting more and more details until you give up on them. Odd how they need more information to revisit the claim but we're extremely quick to jump to conclusions on what was not covered from my initial claim. Buyer beware! This is also my 2nd time using trupanion but I will not be back and I have now learned my lesson. Please cancel my policy effective immediately and I would like a reimbursement of the months I paid for.
Sincerely,
***** *******Business Response
Date: 07/10/2022
***** *********
*** **** ** * ********
****** * ************
************ ***** *******Trupanion received Mr. *******’s further concerns and we’re
sorry to hear he’s decided to cancel coverage. A licensed member of our team
has reached out to help with this request and a prorated refund of premiums
will be issued in accordance with our plan’s terms. If he has questions or
would like further support, we ask that he please contact us directly.Sincerely,
The Trupanion Team
*************Customer Answer
Date: 12/10/2022
Complaint: 17760855
I am rejecting this response because I'd like a full refund.
Sincerely,
***** *******Business Response
Date: 14/10/2022
***** **********
*** **** ** * ********
****** * ************
************ ***** *******Trupanion received Mr. *******’s further request and we
appreciate the opportunity to address it here.Our plan allows for a full refund of premiums in the event a
member cancels their plan within the first 30 days of coverage. This is further
outlined in section 3.J of our plan under “General Conditions of Coverage.”Mr. ******* started coverage for his pet on 4/7/2022 and
later requested to cancel his plan on 10/1/2022. Because the cancellation
request falls outside of the first 30 days of coverage, we are unable to honor
the desired settlement of issuing a full refund of premiums here. A prorated
refund of premiums has been issued accordingly.We understand this is not the answer Mr. ******* hoped for
and we ask that he please contact us directly with additional
questions or if we can provide more clarification.Sincerely,
The Trupanion Team
*************
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