Trupanion Canada | Pet Insurance Review

Where to start. From the minute we knew we were getting a new puppy we knew we needed pet insurance we did our homework and with the endorsement from our breeder and dog walker it was Trupanion all the way. Our questions answered both before our policy started and after. The customer service team are amazing. Thank you to all of you we know that our new puppy is covered at a rate that we were able to create for us. Thank you for providing us with a piece of mind our puppy is covered.

I have had my two dogs with Trupanion for several years. In the last 2 yrs my premiums have increased overall by just shy of 70%! Based on my most recent claims experience, I will be cancelling my policies at the end of this month. I have a $200 deductible and 90% coverage and in the few (2) claims I have needed they have fallen short of my expectations. Most recent claim for cracked teeth requiring extraction estimated at $2000, of which Trupanion only will cover $900. Trupanion does not make my policy document available to read via mobile website and SURPRISE! they won’t cover all of the anesthesiology scope (only half) because the Vet included a cleaning in the estimate scope. Buried in the vague, generalist info the policy says you may be prorated for certain scope. So, now, based on the principle of the situation, I have spoken to my Vet and she is quite surprised and is willing to remove the cleaning (Tooth prophylaxis, polishing and fluoride). This is the only way Trupanion will pay the full $638 for the anesthesiology in full. I have spoken to multiple managers (Boomer (yes, that’s actually his name! And Aaron) to no avail. These managers consistently tell you your only recourse is to increase your deductible so you’ll pay less per month. This would just shift the risk back to me. I have pleaded with them to embrace a culture of customer SATISFACTION in their business model. There is no interest in measuring, nor following up on customer satisfaction in any instance. Annually, I receive and email outlining the consistent increase in my policies stating that although my dog will not be discriminated by age or claim volume. One minor claim prior. Apparently my postal code region in rural Nova Scotia is a hotbed of Vet price increases (although my bills for wellness have shown otherwise) and there are many “unlucky” pets out here who are subsidizing the costs of “lucky” pets. This is their explanation: my dog is “unlucky”, yet there have only been now 2 claims in more than 8 years with a 70% increase in premium. Do yourself a favour - take the advice of Consumer Reports. There isn’t a single pet insurance company they will recommend. Not one! I’m putting my $140 every month from now on in a tax free savings account. I encourage you to look at Trupanion’s company balance sheet to see where they stand: Q1 2025 - operating at a loss. Q2 likely the same (Aug 7th earnings call). Company CEO and COO are selling their company shares a lot this year - CEO Margaret Tooth sold ~15000 shares alone! She seems to be anticipating a drop in share price with Q2 earnings announcement. Wait and see and steer clear of this stagnating company. Update (31 July 25): I continue to call (daily) Trupanion in the interest of speaking to senior management. Today, I talked to Chandra from customer service and like the three other days I have called, I have requested to speak to a senior manager about my situation and advocate for others in a similar situation. Boomer and Aaron (CS managers) said they would put in a request for me and it could take up to 7 business days! This proves my key point: Trupanion is in no way focussed on customer satisfaction. I challenge anyone to query their website and find anything regarding customer satisfaction. Further, query their investment website the same. You aren’t even called customer; you’re called a “subscriber”. I encourage you to go to /investors.trupanion.com/ and watch the 2024 Investor Day Highlights YouTube video. Corporate bafflegab focussed on Vets getting more subscribers to Trupanion. No mention or measurement whatsoever of customer satisfaction and related retention. A business model that is failing because of no focus on the customer. Vets and pets. Last time I checked, I’m still paying all of the bills. Why am I, the “subscriber” not part of the equation? Update (1 Aug 25): A “Toni” from Trupanion called me to follow up on my dissatisfaction overall. Absolutely no change. Only option, increase your deductible. Stay away from Trupanion. The rot goes to the top.

I've been a Trupanion member for 15 years. The coverage plan is straight forward and I had very few issues over the first decade. However, the steep rate increases over the past three years have been alarming. The justification for the inflated rates no longer lines up with rational thought and it feels like the loyal client base is now being taken advantage of, not being able to switch providers if pets have developed pre-existing conditions. Hopefully a more competitive insurance provider steps into the market to help correct the issue. Update: I've already spoken to representatives about my rising rates (64% increase in just two years, to be precise) and was given the same fabricated reply about the rising costs of veterinary care (and as someone who works in the industry, the inflated rates and their trajectory don't trend in a way that coincides with the prices). I'm not interested in hearing the same regurgitation, or the messaging around being committed to the care of my pets. I would be interested to see the trend of clients who have cancelled coverage over the past few years because your commitment to their pets has put such a strain on their finances... which is something Trupanion used to pride itself in avoiding.

I’m disappointed that I was told my pet was able to get instant coverage if I signed up in the office. I took the offer. At the conclusion of the office visit I submitted a claim to see how it would work. I was instantly denied because coverage just started that day. That is misleading and false advertising. Now on top of that, if I decide to continue with this insurance the condition I took my dog in for would be considered “pre-existing” and she’ll never be covered for it. Turned me right off. I was going to continue after the 30 days free but you lost my trust immediately. No thanks.

The experience was great, I am a first time pet insurance policy holder. I asked many pet parents what insurance did they recommend and every response was Trupanion. The process of getting the policy set up was effortless and the customer service representative was excellent, patient and kind and very informative.