One Big Let Down

2
Out of 10

Trupanion denied coverage on the cost of euthenasia administered to Rez's brother for behavioural issues after having paid into the service for three years.
Rez is doing fine. His health concerns will continue to be monitored. My thoughts on Trupanion are not however doing so well.

Our friend died tragically at the minimal cost of $300. The denial of our claim has left a very bad taste in my mouth.

I am an animal behaviourist who has enthusiastically recommending Trupanion to my client base. I can't very well continue to do that.

Did you find this review helpful?
Injury/illness
mental illness/behavioural
Claim Amount
$100 - $500
Breed

Rottweiler

Age of Pet
1 - 8

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Posted: 05/17/2014
By: Courtney

You wanted them to pay to put your dog down for behavioral issues!? Get a life.

Posted: 05/22/2014
By: Joe @Trupanion

Maria-
I'm so sorry for your loss. Losing a pet is never easy, but having to lose them early under these circumstances must be incredibly heart-breaking.

I took a look at your policy to see what happened here. Trupanion does cover behavioral issues, but that coverage is part of an optional add-on package. You did not carry that additional coverage, so since his euthanasia was a result of behavioral issues we were unable to cover it. There was also a note in his medical records that he had demonstrated behavioral issues since adoption, which would make that a pre-existing issue.

As much as we'd love to pay every claim we receive, we do have to stay within the guidelines of our policy.

If you'd like to go over the details of your coverage to avoid any future surprises, our customer service team would be more than happy to walk through it with you. You can call us 24/7 at 1.888.733.2685. You can also find an overview of what is/isn't covered under our policy and a link to our actual policy wording at http://trupanion.com/interstitial-policy-overview.

I'm sorry again for your loss, and for your disappointment in this experience with us.