Reviews

Review Details

• Review fromJack

  Date: 10/11/2024

  1 star

  Jack

  Date: 10/11/2024

  As a new customer I thought ********************** was great. 2 years into it, they have raised the cost of the insurance twice and now paying double what I initially was paying. When you call there, they are reading off a script trying to justify why their rates are Increasing. Corporate greed is the reason the rates are increasing. I pay more for cat insurance than I pay for my house and car insurance. Its robbery!!!
  

  Trupanion

  Date: 12/11/2024

  Hi *******,
  
  Thank you for your feedback. We understand you have concerns about your pricing, and we would like to provide some information here that may be helpful.
  
  We first want to assure you that our top priority is providing unlimited, lifetime payouts when pets need treatment for new injuries or illnesses. It is essential that our pricing always supports this promise for every pet we protect, so we regularly review our rates alongside overall trends in the cost and use of veterinary treatments.
  
  In recent years, we have seen treatment costs fluctuating to keep pace with external economic factors like inflation. At the same time,veterinary treatment technology has also advanced to become more sophisticated and widely available, which has allowed more pets to receive better care more often. By staying aligned with trends in the industry we cover, we know we can be here for our members and their pets when they need us.
  
  Our team is always available to review your account in more detail, and we would be glad to further discuss what can cause pricing to change. Please call us at ************* or chat with us online any time we can offer support.
  
  Take care,
  The Trupanion Team

  Jack

  Date: 19/11/2024

  Thank you for taking the time to copy and paste your script. You have given me the same response 2 years in a row now. I regret not doing more research before choosing to purchase insurance with your company. While the initial rates were appealing, its clear now that this is part of a strategy to attract clients, only to raise prices significantly lateroften to an unaffordable level. Youre banking on the fact that customers hesitate to switch providers due to the risk of past medical issues being classified as pre-existing and therefore excluded by new insurers.After reading reviews here and on ********, its clear that Im not alone in experiencing these frustrations. Whats even more disheartening is discovering that some alternative options I was considering are simply offshoots of Trupanion, underwritten by the same company. It feels like the insurance industry is following the same playbook as big telecom companies, where a few parent companies own all the smaller providers, leaving consumers with limited real choice and bearing the financial burden. It's a shame really!

• Review fromRebekah P

  Date: 21/10/2024

  1 star

  Rebekah P

  Date: 21/10/2024

  I got my 10 year old dog insured with Trupanion. They have denied all 7/8 of my claims saying its pre-existing condition which it is not. They are terrible to work with. As soon as they see one key word that might have been on a previous invoice, they write it off as pre-existing. My dog would often get swollen neck when shes not feeling well. This is normal when a dog or human is sick they get swollen lymph nodes. They would not honour any claim if they say her lymph nodes were swollen so I lost over 7000 grand of things that should have been covered. I had to appeal 7 times which involves asking the vet for more information for the insurance company (huge waste of time for the vets and vet techs). Then they would still reject claims. DO NOT USE THIS COMPANY. They are the worst to deal with, more work then even taking your dog to the vet. You will need to fight them every time. NOT worth it. I am spending 350 dollars a month for nothing.
  

  Trupanion

  Date: 22/10/2024

  Hi *******,We know we've been in touch on another platform, and wanted to respond here as well. We take your concerns seriously, and we're so sorry to hear that your pup needed medical treatment. We're keeping you both in our thoughts and sending lots of wishes for a smooth recovery your way. We understand we haven't provided you with the claims experience you'd hoped for, and we'd like the opportunity to review your specific situation with you in further detail to offer our support. We believe we've located your account with the information provided here, and a member of our team is currently reviewing your ***'s claims. They'll be in touch directly at the contact details listed on your plan as soon as possible to provide additional help. In the meantime, please let us know if there is a better way to reach you by giving us a call at *************. We're here for you 24/7. Take care, The Trupanion Team

• Review fromPatricis R

  Date: 28/05/2024

  1 star

  Patricis R

  Date: 28/05/2024

  J’ai cancelle ma police qlq jours seulement après m’être inscrite ,depuis le 14 mars dernier on repousse mon remboursement avec des histoires de glitch, « le compte ne s’est automatiquement accordé au site…. Je vais le réouvrir je prends 640.00 à nouveau ne vous inquiétez pas tout vous sera remboursé au plus tard le 28 mai! »   C’était le 14 mai dernier , rien reçu il va sans dire! 1081.57 plus tard . Compagnie insouciante.aucun service n’a été utilisé et je peine à être remboursée. Inconcevable, ne faite pas affaire avec eux.
  
  
  
  

  Trupanion

  Date: 29/05/2024

  Bonjour Patricis,
  
  
  
  Merci davoir pris le temps de partager vos commentaires.Nous sommes dsols dapprendre que vous avez choisi dannuler votre compte.
  
  
  
  Sachez que nous nous efforons dmettre tous les remboursements le plus rapidement possible. Notre quipe aimerait avoir loccasion dexaminer votre compte et doffrir toute laide ou les mises jour que nous pouvons. Nous croyons que nous avons localis votre plan et nous communiquerons avec vous ds que possible vos coordonnes au dossier. Si vous avez des questions ou si vous souhaitez parler avec nous entre-temps, veuillez appeler notre quipe au **************. Nous esprons nous connecter avec vous bientt.
  
  
  
  Meilleurs vux
  
  Lquipe Trupanion

• Review fromViolet F

  Date: 19/02/2024

  1 star

  Violet F

  Date: 19/02/2024

  I am writing to file a formal complaint against Trupanion, a pet insurance company, for their ********** practices concerning coverage and the excessive difficulties I encountered while attempting to cancel my policy. My experiences with Trupanion have been extremely disappointing, prompting me to seek assistance from the Better Business Bureau to resolve these issues.1. ********** Coverage and High Charges: Trupanion promotes their pet insurance plans as comprehensive coverage solutions for pet owners. However, I have found that they only cover illnesses, despite charging high premiums for their insurance plans. This discrepancy between their advertised services and actual coverage is ********** and has resulted in financial strain, as I was under the impression that the plan would offer more extensive coverage.2. Obstacles in Cancelling the Plan: My attempt to cancel the insurance plan was met with an unreasonable and frustrating process. When I called their customer service to initiate the cancellation, my call was transferred between several agents. Each agent required me to provide my complete information again, only to inform me subsequently that they could not process the cancellation and then transfer the call to another representative. This cycle repeated multiple times, giving me the impression that Trupanion's representatives were deliberately stalling and playing games to prevent me from cancelling my plan. This ****** is not only unprofessional but also disrespectful to customers wishing to make informed decisions about their finances and pet care.
  

  Trupanion

  Date: 20/02/2024

  Hi ******,
  
  
  
  Thank you for sharing these concerns. Transparency is important to us in all aspects of our plan and communications. This includes our coverage as well as our support when members request to cancel. We’d like to offer information here that may be helpful.
  
  
  
  Our plan is here to help with the unexpected costs of treatments pets may need when they’re sick or hurt. We can cover treatments like diagnostic testing, medications, surgeries, and hospitalizations – all without any payout caps or limits. By ensuring our pricing supports this unlimited coverage for every pet we protect, we know we can be here for our members if and when they need us.
  
  
  
  It's important to us that our members feel comfortable with their decision to maintain or discontinue coverage, so a licensed member of our team is required to talk through cancellation information and disclosures with you directly. We apologize for any frustration this caused and see you’ve now been able to connect with our team to finalize your request.
  
  
  
  We’re sorry your experience did not exceed your expectations. Please know we’re still always available if you have questions or would like to further discuss your concerns. Call us at (855)210-8746 or chat with us online any time we can offer help or clarification.
  
  
  
  Take care,
  
  The Trupanion Team

• Review fromRobin F

  Date: 24/12/2023

  1 star

  Robin F

  Date: 24/12/2023

  TruPanion has increased our monthly EVERY year, even when we haven’t made a single claim. This year the monthly increase is nearly $20 more per month, and they sent us the information on Christmas even just to make it classy. Honestly they are the absolute worst for annual cost hikes and it’s disgusting. Every year when they increase our fees on both pets I reach out to talk to them and they give the speech about rising vet costs in our area blah blah which I have actually asked our vet about and our vet said it’s not true. They’re capitalizing on the provincial government’s changes to insurance caps and blaming vets when really they’re choosing to up the costs annually.
  
  

  Trupanion

  Date: 28/12/2023

  Hi *****, 
  
  
  
  We understand how hard it is to see large changes to your monthly cost, and we appreciate you taking the time to share your experience with us here. Your concerns are important to us, and we understand this isn't the experience you'd hoped for. Transparency is important to us in all aspects of our coverage, including how we price and factors we'll review to ensure we stay priced to support every pet with a Trupanion plan. 
  
  
  
  Our topmost priority is making sure that our members have access to lifetime unlimited medical coverage in the event of the unexpected. To do this, it's essential that we stay priced to support unlimited payouts to every pet with a Trupanion plan, no matter what changes over time within the industry that we cover - veterinary medicine. We'll review a number of factors to make sure we're still priced to support our coverage promise to our members, such as fluctuating treatment costs due to inflation, the increased use of better veterinary technology in the field, and how many pets we're helping get the treatment they need as more families welcome new members into their homes. Based on this review, your individual pricing may fluctuate over time, but we want to assure you that your pet's unlimited coverage remains the same no matter what. 
  
  
  
  We take your feedback seriously, and we'd like the opportunity to look further into your billing and concerns with you directly to offer the best information and support we can. Please call us anytime at *************. Our team is available for you 24/7. We hope to speak with you soon. 
  
  
  
  Take care, 
  
  The Trupanion Team

• Review fromJennie G

  Date: 09/06/2023

  1 star

  Jennie G

  Date: 09/06/2023

  Do not use..take your monies and **** **** ****** **** ****...in middle of appeal and please do not use this insurance program .
  

  Trupanion

  Date: 10/06/2023

  Hi ******,We appreciate you taking the time to share your concerns with ** here. We're so sorry to hear that your pet needed medical treatment, and we're sending wishes for a smooth recovery your way. Our team values your feedback, and we'd like the opportunity to connect with you directly to review your specific situation further to better understand your concerns and offer the best support and clarification we can. Please give us a call anytime at ************* - we're available 24/7. We hope to speak with you soon.Take care,The Trupanion Team

• Review fromPeggy-Anne R

  Date: 12/11/2022

  5 stars

  Peggy-Anne R

  Date: 12/11/2022

  I have been a trupanion client for over 14 years now. I have never had any problems with claims. They covered the majority of cost when my senior dog needed surgery and a stay overnight at an emergency clinic. Yes, the coverage rates have gone up, but what hasnt, House insurance, food, car insurance everything. I just dont understand why people seem to think they should get the same rate every year. I am very pleased with trupanion as a pet insurance company
  

  Trupanion

  Date: 16/11/2022

  Hi **********,
  Thank you for sharing your review! We're glad you're part of our Trupanion family, and we appreciate your support. Please let us know any time we can help you or your family in the future - our team is here for you 24/7. Give your pup some head pats from us!
  Best wishes,
  The Trupanion Team

• Review fromEsterina M

  Date: 04/11/2022

  1 star

  Esterina M

  Date: 04/11/2022

  I just rescued a6 tear old border collie cross. On line it’s says pls. Start at $30 a month. My quote was $757 PER MONTH.
  There is something wrong here. Pet insurance Planck are $38-$100 depending on the company. They are false advertising their prices. Unbelievable. Wow!!
  

  Trupanion

  Date: 08/11/2022

  Hi ********,
  Transparency is important to us in all aspects of our plan and we’re glad to offer more information here. We want to assure you that our unlimited, lifetime medical coverage is at the heart of everything we do, including our pricing.
  Each pet’s monthly cost is unique to them because we understand that every pet is different. We base a pet’s monthly cost on their individual characteristics, such as their breed and age when they start a plan, as well as their location and the coverage options chosen for their plan. Our plan includes a variety of coverage options to help pet owners find one that meets their pet’s needs.
  Our team would like the opportunity to learn more about your experience and speak to your pet’s specific cost in more detail. Please give us a call at *************. We’re here to help 24/7.
  Take care,
  The Trupanion Team