Waste of money

Out of 10

We took out Trupanion policies for both our puppies when they were about six months old. One dog suffered a poisoning from eating a cigarette butt and ran up a $900 vet bill, of which Trupanion acknowledged $800 would go towards our $1,000 annual deductible. Then the next year premiums came. Not only did rates go up for both dogs (who are still under 2 years old), but they also changed the terms of the policy so that $1,000 lifetime deductible is now "per diagnosis", not per pet. The customer service person I spoke to was rude and had an attitude of "well just cancel the policy if you don't like it." That's exactly what we will do! DON'T WASTE YOUR MONEY WITH THESE PEOPLE.

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Claim Amount
$500 - $1000


Age of Pet
1 - 8

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Posted: 01/07/2014
By: Joe @Trupanion

Our deductible has always been per-incident, for the lifetime of that condition. What that means is that you do need to meet the deductible separately for any different issues your pet experiences, but you will only have to meet the deductible once for as long as each condition requires treatment.For example my dog Walter was treated for a stomach issue as a puppy, diagnosed with Epilepsy right around his first birthday, and this time last year was treated for a nasal infection. Each of those issues is unrelated, so would have to meet the deductible separately. He'll require treatment for his Epilepsy for the rest of his life, and that will all be considered one incident for the rest of his life. Since it's all one incident, his medication,annual bloodwork, and any other treatment he needs for Epilepsy will only need to meet his deductible once for his whole life. I hope that clarifies for you, and I apologize if we contributed to your earlier confusion.

Thanks for the time to provide us feedback. We pride ourselves on offering a superb customer experience, and can only improve by hearing about when that doesn't happen. Your experience was clearly not what either us would've liked it to have been, and I appreciate you taking the time to let us know so we can do better.