Watch your credit card statements!

2
Out of 10

We had Trupanion for several months and made a few claims (nothing huge, no surgeries, etc.). About 9 months after inception of the policy, I received a call from a supervisor saying that Trupanion had accidentally forgotten to charge their customers' credit cards for several months -pretty loose accounting practices (I hadn't noticed as my husband handles them). The customer service supervisor gave me the option of continuing the policy and getting those months caught up by my paying them, or cancelling the policy altogether (even though I had made claims during that period). I decided to cancel the insurance as it was very expensive for our dog $84/month, and we weren't using it much. Fast forward seven months later. Today we received seven charges (all dated the same date) on our credit card bill, each $84. I called Trupanion and they argued that I needed to repay them what they had forgotten to bill me last year. I told them about the conversation I had with the supervisor last year. I also asked them why are they are trying to charge me NOW for those months? They replied, "Our end-of-year accounting showed that we never did." So, their accounting department has made two pretty serious errors on the same account, and I'm supposed to pay for it?

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Injury/illness
Claim Amount
$100 - $500
Breed

Great Pyrenees

Age of Pet
1 - 8

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Posted: 01/25/2011
By: Stacy at Trupanion

Dee, I have spoken with our customer service manager and accounting department but we are unable to locate a policy that matches what you are describing. Would you mind providing your policy number and/or full name to denise.connors@trupanion.com so we can ensure that this issue becomes resolved?

Posted: 04/13/2011
By: Eric

Was this ever resolved?