Pet Insurance

Out of 10

I will admit I was very impressed with this insurance company when my Lab needed surgery. Now when she is going to be needing physical therapy, they are telling she doesn't have that coverage. I'm very disappointed that no one ever mentioned plan A or plan B on top of the insurance you already have, which I would have paid out as well, and the person on the phone wasn't very pleasant either. I'm always telling people I meet how great this insurance was with my Lab, but now I'm not too sure. I don't receive newsletters about upgrades to my original insurance, so how would one know they need to upgrade? I'm very disappointed.

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Claim Amount
Over $1000

Labrador Retriever

Age of Pet
1 - 8

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Posted: 02/18/2014

Thanks for taking the time to provide us feedback, and I hope Chloe is feeling better.

I've done some investigating on your situation. Chloe's injury and subsequent surgery that lead to her needing physical therapy all occurred over two years ago. At that time, the state of California had not yet approved the Additional Care Package, so we weren't able to offer it in your state. It was approved while she was undergoing treatment for her injury, but because that injury already existed it would not have been eligible for coverage under the new options.

I do show though that in May 2013 an email was sent to your email address on file letting you know about recent improvements to our policy, including the Additional Care Package. If you did not receive that email, it's very possible that it was filtered by your email provider. I'd suggest adding Trupanion to your safe senders list to prevent that from happening in the future.

I have shared your feedback about your recent call with our customer service team. They are investigating on their side, and will address any training opportunities they find.

Thanks again for your feedback, and I hope you and Chloe are doing well.