The person I spoke with was patient and knowledgeable about the specific case, however I was highly disappointed in the resolution to our claim. The reasons our claim (ectopic ureter) were rejected were incredibly arbitrary (drinking too much water) and both our vet and trainer wrote letters of support that this shouldn't have been considered a preexisting condition for the purposes of the policy. (We had just rescued our second dog and he had some behavioral issues that were being addressed by a trainer, including over consumption of water.) Trupanion used vet notes where we mentioned that our new pup drank more water than our old pup, and sometimes urinated in the house, as the basis for rejection. We have policies for both of our dogs (and have had the other policy for 2+ years). We have only filed claims once before, but were under the deductible so have never once benefited from having the policy. This would have been the first time that we were eligible and it seemed like we immediately were excluded for the most arbitrary reason. It left a very unsatisfied reason regarding Trupanion and we are highly considering canceling our policy, as we don't have a good feeling about future interactions with the company.