Very Slow Response Time

Out of 10

When I signed up for Trupanion, I was told it takes 48 hours to receive claims. I have emailed my claims every time, and they don't mark them received for over a week. Their excuse in the beginning was that it's summer and they have a lot of claims they are backed up on, now it's fall and they say they have a lot of emailed claims to go through. It's been over 3 weeks and my claim still has not been processed. And I was told that you do not need a new claim form if it's for the same condition, if it has been claimed before, and every time I turn in a receipt for the same condition, they end up faxing a new claim form for my vet to fill out again. Tons of paperwork to keep up with. I am lucky my vet is so great and always willing to help me get some money back.

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Claim Amount
$100 - $500


Age of Pet
1 - 8

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Posted: 10/04/2013

Thanks so much for taking the time to give us feedback. We're actively working to make all of our processes better, and can only do that with feedback on how we can improve.

I'm also sorry you've had so much frustration trying to file claims. We know it's stressful enough dealing with your best buddy's health issues, and our goal is to make it less stressful not more stressful.

It is true that claims are usually opened within 2-3 business days, but as we've grown and our number of filed claims has also grown, we've seen some challenges with maintaining that speed. As I mentioned above, we're actively working on process improvements and are daily implementing improvements to ensure every claim is opened and processed as quickly as possible no matter how many claims we receive. I do apologize that that hasn't been your experience with us, but I assure you claims speed is one of our top priorities.

As for your claim form confusion, we do need a claim form with each claim. However, if you're filing a claim for the same condition and the invoice is from the same vet clinic, you can use the same claim form over again. My dog is on a monthly medication, and I just fax in the same claim form every month with the receipt from the pharmacy. Always having the claim form ensures that we know the documents are intended as a claim (rather than an update to the medical records) and also gives us all of the information to be sure we're opening the claim under the correct pet/policy.