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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Claims denied and now having to dispute.
I am in the process of appealing the claims as they were denied citing a pre-existing condition. Our cat had an ear infection when we rescued her (December 2018), but that had resolved within a month. The claims were submitted in October/November 2019 for a lesion she kept scratching on her head, in front of her left ear. This issue was not caused by an ear infection that had resolved 9 months earlier. Now, the frustration is trying to dispute this and provide documentation. If not successful, I will cancel the policy.
Insurer: Trupanion Canada
By: Lora
Although the customer service was fantastic and Brian was delightful the first claim that I submitted to Trupanion was denied.
Although the customer service was fantastic, and Brian was delightful, the first claim that I submitted to Trupanion was denied. My dog tore his paw, but it was a "preexisting condition." I'm not going to pay Trupanion $60/month to be denied coverage while my dog is recovering from the lifetime of abuse I saved him from.
Insurer: Trupanion Canada
By: Kaitlyn
I've had to make multiple inquiries with Trupanion re: a recent claim for my dog Percy.
I've had to make multiple inquiries with Trupanion re: a recent claim for my dog, Percy. It has become apparent that the responsibility for follow-up is the onus of the policyholder. Taking weeks to review the medical records of an eighteen month old puppy is frustrating at best. Like many insurance providers, you're very quick to collect monthly premiums but very slow in processing reimbursement.
Insurer: Trupanion Canada
By: Mark
Not pleased with length of time taking with appeal process as well as not receiving any information updating me on status.
Not pleased with length of time taking with appeal process as well as not receiving any information updating me on status.
Insurer: Trupanion Canada
By: Rona
Maggie's Claim
We are pleased with how Maggie's Dog Bite claims have been processed. I would highly recommend your company for that but am extremely disappointed with the outcome of the appeal. It appears to us as the insurance company using any technically to avoid paying a claim.Maggie never had an ear infection prior to that claim. Because we asked the Veterinarian to check her ears is not a prior condition because her ears were not infected and didn't show any signs of an infection. Dr Ashley's report clearly states that.This decision was strictly based on the owner's concern for the puppy's health and our pro active words are being used to justify the pre condition.I still see this outcome as the insurance company looking for any excuse to avoid paying the claim. Our trust in Trupanion was restored with the professional manner in which her recent claims were processed.Maggie suffered a major trauma as a result of these dog bites and I am happy to say she is almost back to being a playful and outgoing puppy again. Thank you for your help and we will recommend Trupanion to other dog owners along with our experience with the company.
Insurer: Trupanion Canada
By: John
I have had Birdie for almost 21/2 years.
I have had Birdie for almost 21/2 years. This is the third claim I have turned in, none of them anything too serious. This was the first time that it was a seamless and timely experience. Thank you.
Insurer: Trupanion Canada
By: Lorraine
All my questions are answered
All my questions are answered
Insurer: Trupanion Canada
By: Fay
Great experience
Always simple and quick response
Insurer: Trupanion Canada
By: Deborah
Because Trupanion always comes through for me and my 2 Kitty Cats!
Because Trupanion always comes through for me and my 2 Kitty Cats!
Insurer: Trupanion Canada
By: Mary
Bethany was great and helped me understand the process.
Bethany was great and helped me understand the process. Good experience.
Insurer: Trupanion Canada
By: George