Trupanion Canada | Pet Insurance Review

I recently paid $2000 for a surgery that Trupanion had previously pre-approved. What they neglected to include in their pre-approval was that they only cover anesthetic (the largest item on any surgical invoice) at 50% and covered none of the pre-anesthetic work-up. That 90% they boast about covering? They didn't cover even 50% of my bill. My clinic attempted to obtain information on my behalf on what was not covered and the reasoning behind it, the clinic's office manager was told TWICE that Trupanion would reach out to me directly. I never received a call at all. When I called Trupanion, the promise of them calling me was noted (yet not completed) and the agent on the line was able to only speak in generalities (not nearly useful enough to file an appeal) and when I expressed my frustration at the whole situation, she had the gall to tell me how I should have handled my pet's surgery differently as I wouldn't be in the predicament I am currently in. Nice. I did appeal Trupanion's decision a week ago and to date, have not heard whether they have even received the information my vet clinic had sent by email. Who knows how long it will take before this company reviews my appeal?? Seriously, a total lack of communication here! Today I cancelled my policies (after leaving 3 messages requesting callback to take care of this), figured I should get out while I still have a few dollars left in my pocket. The confirmation email I received was a laugh and, dare I say it - full of false claims: "If you ever need medical insurance for your pets again in the future, we hope you’ll think of us. We’ll always be here when you need help, day or night, with the same great benefits you have now: 1. Total peace of mind. Your Trupanion coverage can help you budget for unexpected veterinary care—without maxing out a credit card or digging into your savings. You should never have to make a tough choice between finances and the care your pet needs. (I had ZERO peace of mind during my pet's illness and the stress Trupanion has put me through by not living up to their commitments has not helped my mental health at all. I also absolutely DID need to “dig into my savings” to pay the bill that Trupanion refused to.) 2. No out-of-pocket expense for covered costs. Trupanion members don’t have to wait for reimbursement, because we can pay veterinarians directly, within seconds, for all covered costs—and we can do it while you’re checking out. (This is true that they do pay veterinarians directly {note: unless they screw things up and “assume” I need to pay my deductible a second time, as they did with the same pet on a completely different issue earlier in the year - which once again took multiple calls and resubmitting invoices before they would admit their error}; however when they don't stand behind their coverage, members absolutely DO pay out-of-pocket {until they admit they screwed things up the first time}.) 3. The most comprehensive coverage. Your Trupanion coverage includes things that a lot of other policies don’t, including dental coverage, food and supplement coverage, and no payout caps or limits. See how we stack up against the competition." (This bullet is a blatant lie - my cat was diagnosed not long ago with struvites and immediately put on a urinary prescription diet. Trupanion does not pay for this required diet. Dental coverage is also not included, and apparently neither is half of other anesthetic). TLDR: In short - if you value your pets and your pocketbook, look elsewhere for pet insurance, because you won’t get what you are promised from Trupanion.

You are a great company and helped with our dog Sam when he broke his back. You were there in a time of need and truly cared

While I have three pets with Trupanion I cannot enrol my new dog with you. $400/month is just too much. And unfortunately when I asked if there was any kind of loyalty discount, I was told the costs are what they are. Carmen was lovely on the phone. She transferred me to a Canadian rep who is the one I discussed the above with.

Very straight forward and not stressful at all.

Very prompt response. Thanks.