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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Trupanion is a great company.
Trupanion is a great company. Very helpful
Insurer: Trupanion
By:
Highly satisfied with Trupanion.
We have been insured with Trupanion for over 5 years and this is the first time we have had to submit a claim. We couldn’t be more satisfied. Approval came within a few days after uploading the invoices and funds were deposited in our bank account shortly thereafter. We would definitely recommend Trupanion.
Insurer: Trupanion
By:
Up to this day my little pug Diva is doing fine and hope it's going to stay like that.
Up to this day my little pug Diva is doing fine and hope it's going to stay like that. She will be one on June 8, 2021 and she still is a puppy. I had to make a call to get some help with some changes on line. The person who helped me and updated my dog information was so kind and asked if Diva was fine and told me that if I had any questions, concerns about the coverage they would be happy to give the information needed. I will certainly let them know how it's going and contact them if anything happens to Diva. So far so good. cross my fingers
Insurer: Trupanion Canada
By:
Great experience very helpful and informative!
Great experience, very helpful and informative!
Insurer: Trupanion
By:
I have had my policy for 8 years only having to use it once early on!
I have had my policy for 8 years only having to use it once early on! Unfortunately my furry son has not been well during the last week and has spent much time at the vet! I am grateful I can submit my receipts for monies paid and can look forward to a reimbursement for all minus the $200 deductible per illness! I look forward to a speedy payment! Thank you! I’ll continue to recommend Trupanion to my friends and family!
Insurer: Trupanion
By:
Primarily that you process the claims quickly although at times I find it difficult to understand the explanation of benefits.
Primarily that you process the claims quickly although at times I find it difficult to understand the explanation of benefits. The site itself is easy to use although there are a few items I'd like to share my feedback on. Update Payment Details 1) I feel the word "Update" should be removed from the menu. Once you select this option, the heading reads "Payment Details", and the menu should match the initial heading. Once users select the menu option, it's pretty clear that you have the option to update any of the payment methods by selecting the "edit" button. 2) In addition, if the system recognizes that a user has direct deposit for their claims, the "Did You Know" message that automatically displays from the right of the screen is a little annoying. Why would I receive a message asking 'Did you know you can sign up for direct deposit...(or whatever ir said)?' if I have direct deposit already. It makes a user think that there is something wrong. 3) I know I can submit a claim and have you pay my vet directly but I wouldn't have known that I could have it processed before I leave the vet's offce had I not selected "Activate An Offer" and viewed other page information. If this is an option, couldn't there be a section under Update Payment Details>Payment Details>Claim? I would think the Claims section would have an additional option to "Pay My Vet Directly". Then a message "For a list of participating clinics/hospitals/veterinarians etc.", then display the "Select your state" with the drop down of states. The customer would need the option to select the Vet, and Trupanion would most likely need to create a process on the back-end to initiate a message to the Vet indicating which customer and pet the option was chosen for. Once acknowledged the Vet would be added and added to the Claims section. The chosen Vet would typically be displayed within the Claims section with a "Pending" message until the Vet sends an acknowlegement. Additionally, the customer should be able to add multiple Vets. The Chewy.com site has something similar for their prescriptions. Add A Pet 1) Was I still on the Trupanion page or taken to a third-party site since all the menu options disappeared and it's a different look and feel? If it's a third-party, you could have the customer complete the form on your site by imbedding the underwriter's form on your page. Then, a button would be at the bottom of the form with a permission disclaimer letting the customer know that the information provided will be submitted to "xxxxx". Or, keep it as it is now but provide a message telling the customer they are being redirected to "xxxxx" with an "ok" button. Once on the new page, there 'should be' an option to return back to the previous page. That's where this became confusing. Since the page took on a different look and feel, how do I know that I'm still within Trupanion's site or taken somewhere else? The customer could click on the logo to go back, but I did that and it became even more confusing as it appeared as if I had to log back in even though my name was still at the top. But when I selected "My Account" it displayed "Sign in" and a couple other things. When I selected Sign In, I didn't have to, it took me back to the main page. If I were older, disabled or didn't understand sites, these things would be very confusing. In days where spoofing, spam and all the other fraud in our lives derived on the internet, these things become important, especially to aging individuals who are taken advantage of.
Insurer: Trupanion
By:
Sweet Touch
There were questions that needed to be clarified prior to processing, however the representative was nice and knew my Genghis by name!!!! Such a sweet touch to customer service, sure makes a stressful time manageable
Insurer: Trupanion
By:
we've always had very good information helpful customer service and coverage is extensive especially the supplemental coverage that other pet insurance are not covering.
we've always had very good information, helpful customer service and coverage is extensive especially the supplemental coverage that other pet insurance are not covering.
Insurer: Trupanion
By:
Friendly helpful easy to deal with - AMAZING!
Friendly, helpful, easy to deal with - AMAZING!
Insurer: Trupanion Canada
By:
Confused
Ive made 2 claims prior to this.. apparently they only go through when the vet does it for me? Was told the process is easy... been waiting months for my other two claims but this one came through so fast
Insurer: Trupanion Canada
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