Overall I am satisfied

Out of 10

I had to call several times and spoke to several people until an x-ray was included as part of the deductible. I brought a sick cat into vet's office and bloodwork and xray were ordered. Trupanion felt the xray was not necessary because it did not involve the eye even though the cat had respiratory symptoms as well as vomiting. Of course the xray would be ordered. I had to fight for that. It took 5-6 weeks after the first visit to receive reimbursement. Too long. But overall I am satisfied because in the end they paid what should have been paid.

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Eye problem

herpetic keratitis
Claim Amount
$100 - $500

Domestic Mediumhair

Age of Pet
1 - 8

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Posted: 12/10/2012
By: Joe @Trupanion

Hey Lori-
I'm glad everything was straightened out with Rudy's claims.

I took a look at your policy to see if I could get any more clarity for you. It looks like the x-ray was never not included, but because Rudy had two separate problems going on, the issues had to be processed separately for your deductible. So the care for his eye problem was processed separately from his stomach issue.

I do want to apologize for the time it took to process your claim. It's extremely important to us to process every claim as quickly as possible. With this being Rudy's first claim with us, we had to gather all of his past medical records and it looks like we had a tough time getting everything, which definitely slowed things down.

The good news is that now we have all of those past records, and should you need to file any future claims (hopefully he lives a long healthy life and you never need to file a claim!) things will move much faster.

I hope he's feeling much better!