5
out of 5
POSTED: | BY: Janet
More than fair in the appeal process.
My dog had surgery for a ruptured disc prior to obtaining insurance. After spending long hours at the Specialty Emergency Hospital with our dog & seeing all the accident & illness coming through the door we decided to get insurance for her & called Trupanion since that seemed to be the company used there. Since she had one ruptured disc we wondered if another would be covered & ask that question & discussed it with a representative on a couple different recorded calls. We were told that if it was a different disc than the one that previously ruptured it would be covered. Well unfortunately our dog did have another ruptured disc(different one)! The claim was denied because it was considered to be an illness that existed prior to coverage. We resubmitted it with a statement from the surgeon that it was a different disc. Again it was denied. We appealed based on what we were told on the recorded phone calls. During the appeal process they listened to the recorded phone calls & agreed that although it was a condition that existed prior per there policy, they would pay the claim since we were told otherwise by their representative on the phone. We received a check a week later. I would have to say that they were more than fair about that since the policy itself using other examples could indicate otherwise which is why we ask. Even though I know that they won't cover any further disc ruptures, I do still have the insurance because I do feel confident that they will pay if other health problems arise.
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