Out of 10

my dog was approved for surgery at primary vet. when vet saw the extent of the injury,thankfully he said he was not qualified to do the surgery and sent us directly to trauma vet. trupanion did not want to pay because they had not approved for this vet to do surgery. thank God we didn't answer cell phone as we were driving and kept on to trauma vets office. we waited 41/2 hrs, with tru panion and the vets office telling them how badly she needed the surgery. they kept refusing, but after 4 hrs they relented and ok'd the surgery. we were all at our wits end by then. I am torn as to whether I would recommend them to anyone because of this. but they did ok surgery and gave me the amount I would be paying right away, so that was a positive in their favor.

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torn cruciate ligament.
Claim Amount
Over $1000

Cocker Spaniel

Age of Pet
1 - 8

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Posted: 01/27/2014

Firstly I'd like to say that I hope your kiddo is feeling better and has recovered well from surgery.

I looked over the notes on your policy and spoke to your claims adjuster, and the biggest thing I've found is that there was A LOT of confusion with your pre-approval. From what I've gathered we had a tough time getting the past medical records from your regular vet, and there was a lot of confusion with the name/address of the specialist you saw because they rent space from another clinic.

It looks like all of this resulted in a lot of frustration for everyone involved. Our mission is to keep everything as simple as possible, so I do apologize that there was so much confusion in this scenario.

One thing I can tell you is that once a condition is pre-approved, that pre-approval isn't revoked if you change clinics or treatment plans. We just ask for an updated estimate to make sure all of the planned treatment items are still eligible. In your case, we hadn't received all of the necessary medical history when you went to the specialist so your pre-approval had not yet been approved at that time.