Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
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A confusing let down, in the end they were not there when i needed them
After 15 years of paying premiums for my beautiful cat, during the most vulnerable time during terminal illness I became embossed in a months long back and forth maze of emails to try and get reimbursed for her treatment. While the customer service people were friendly, they came back time and time again with denials. For a single claim, each message was replied to by a different person each time. I had to present the situation to over and over again, making the whole process heart-breaking and confusing while I was already feeling so upset over my cat’s health. And it was all unnecessary, the basis of their denials was due to arbitrarily re-classifying the claim based on things I had not yet paid the deductible on. Due to their rigid procedures it was then up me to the present evidence and proof that it was incorrect, which added up to hours of time, frustration and stress. They would the apologize, do the appeal, and reclassify it in some other way that avoided payment- only for the process to begin again. When I appealed, they told me I should bring my dying elder cat, who at this point was no longer eating and preparing for her journey, on a stressful trip back to the vet for more extensive testing to prove that it was part of her chronic condition. Since having experienced this, I have connected with many others that had similar heartbreaking experiences. So, while on the surface this company seems friendly enough, I would not expect support from them. They are like a sugar coated razor blade. Instead, if I decide to have another pet in the future I will follow the suggestion that many vets now make (after seeing this process over and over again), I will put the amount I would pay on a deductible in a separate bank account to save up for unexpected vet bills. When you are self-insured you can avoid the disrespect and stress associated with dealing with a large company like Trupanion that firmly places profits over fair treatment and wellbeing.
Insurer: Trupanion Canada
By: M
Best insurance provider for your pet
I am the owner of a 15 year old female toy Pomeranian. Bella was diagnosed with collapsed trachea at the age of nine. At that point the vet told me that she was not going to have a good quality of life and I should think about putting her down. Of course I ran away from that vet and went to a different one.Between nine and 15 she has developed severe pulmonary hypertension along with collapsed trachea, arthritis and other small elements. No matter if I submit a bill for as little as $45.99 or $3400.00 trupanion addresses the invoice within hours. Not to mention payment is forthcoming within days of the invoice if it’s not hours of being submitted. Yes trupanion has raised my policy over the years as I other insurance companies, however a small price to pay for the knowing that I can provide the best care for my pet, loved one family member. Thank you Trupanion and your team.
Insurer: Trupanion
By: Gabriel
Quick, Easy & SO helpful!!!
I submitted my invoice from the vet - not sure if there was anything they can do. They reviewed the invoice and very quickly notified me of what they would cover and how much money I would be reimbursed. So awesome. And such a help! :)
Insurer: Trupanion Canada
By: Kristina
Bringing Walker Home
Dianne Kennedy was so helpful when I called and called and called!! She explained and answered very well! then when we picked up Walker from the breeder there were so many little extras from Trupanion...thank you!
Insurer: Trupanion Canada
By:
fast and convenience
fast and convenience
Insurer: Trupanion Canada
By:
First class response time
First class response time
Insurer: Trupanion Canada
By:
My chihuahua Sugoi is 9 years this year.
My chihuahua, Sugoi is 9 years this year. Setting up insurance for him when he was a puppy has been added to the list of smart things I¡¦ve done. He became very ill this past year so having Trupanion literally saved his life and kept my little buddy with me! No hassle, the emergency vet I had to go to said Trupanion is the only insurance they direct bill and I am so thankful that I have this coverage to keep caring for my fur-baby. ?? I tell everyone about my experience and recommend Trupanion. I signed up for this insurance because I never wanted to be the position to have to make a decision about my Sugoi based on money. Thankfully, I haven¡¦t had to do and because of the care he received he is back to his spunky and loving self!??
Insurer: Trupanion Canada
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Great sign-up experience
quick, efficient and employee was very friendly and helpful
Insurer: Trupanion Canada
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Very informative introduction
The gentleman I spoke with Brian was wonderful and answered all my questions.
Insurer: Trupanion Canada
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The girl was really nice and took time to explain all the options
The girl was really nice and took time to explain all the options
Insurer: Trupanion Canada
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