Glad I have it but...

Out of 10

Molly had a growth in her throat. The issue required an emergency vet visit, a follow up and then surgery. Trupanion was quick to respond and to pay the claims. The representatives were always friendly and informative. I chose a higher deductible for the policy; my out of pocket expense was $505. plus $394 for services not covered. When I add up the premiums paid plus the out of pocket, I am almost even.I am not sure in this case the insurance was ideal. My complaint would be that Trupanion does not cover exams. The explanation that I was given doesn't make sense. "It is Trupanions way of making sure that people are not taking their animal to the vet for exams in order to satisfy the deductible". I am not sure I will keep the policy.

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Claim Amount
Over $1000

Golden Retriever

Age of Pet
1 - 8

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Posted: 02/27/2013
By: Joe @Trupanion

Hey Linda-
I'm sorry your experience with us so far hasn't been ideal.

I wanted to clarify our exam fee exclusion for you though. The reason Trupanion has chosen to exclude exam fees is actually to discourage frivolous use of the coverage. With the high percentage of coverage we offer, there would be people who would run to their vet for every tiny little issue, knowing they'd be financially responsible for very little.

While we absolutely want all pets to see the vet when they need to, we also want them to see the vet only when they actually need to. If someone doesn't feel Fluffy's little cough at 3am doesn't justify the $200 emergency exam fee, then they probably don't need to see the emergency vet and wrack up the large testing bill that would likely also accompany that visit.

Frivolous use of the coverage would drive up the average claims cost per pet to us, which would in turn drive up the premiums to our policy holders. Rather than find ourselves in a situation where our premiums are too high to be affordable, we've instead decided to exclude the exam fee.

I hope this clears things up for you, and should Molly need to use the coverage again in the future I'm confident that you'll have a much better experience.