The worst!

Out of 10

I am a very unhappy with the service of Trupanion. They have just denied for the second time a claim for the amount of $800. I have had my Gordon Setter Duke for 6 months. We called Trupanion confirming if he was eligible for coverage along with our other dog and 4 cats. We were told that he had to remain healthy without illness for the first 30 days,which we understood. Of course, he got diarrhea within in first 30 days and after fecal tests were completed was diagnosed with Giardia. Again two months later Duke had diarrhea again and had different fecal tests and was then diagnosed with Clostridium. The tests, vet visit and medication were $800. Trupanion denied the claim stating that reimbursment claims are measured on symptoms not diagnosis. So if Duke every has diarrhea again, his claims would not be reimbursed because he had diarrhea within his first 30 days of the policy. I and my vet were very concerned so an appeal letter was written by my vet explaining the symptoms for the two different diagnosises. The claim was denied again. Claims should be measured on diagnosis no symptoms. Stay away from TRUPANION!

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Claim Amount
$500 - $1000

Gordon Setter

Age of Pet
1 - 8

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Posted: 04/26/2015
By: Barb

This is actually ridiculous... for example, renal failure in a cat have MANY different symptoms and indicators, of which my cat shows many: being 17 years old, vomiting foam or clear fluid, excessive drinking, constipation, excessive peeing, UTI, high Creatinine levels, High CPK levels, etc. I took my cat to a vet here for the first time as he was constipated. Trupanion picked out excessive drinking and constipation of the symptons,a dn applied my $1000 deductible to both these symptoms. My question is.. if I need this loser veterinarian (who failed to tell me my cat had an UTI and who never called me with the blood test results which came in 2 days after I picked him up from the vet) to continue to investigate this possible renal issue so I can get him on medication to avoid any further damage to his kidneys... will each new symptom investigated render a new deductible per symptom? After 4 years I am this close to cancel as it is pointless as I see it to use them. I also need to know if I can change veterinarian for future care for my cat as I am appalled my current vet did not connect the dots with all my cats symptoms to talk to me about renal failure and to investigate that further.

Posted: 06/10/2011
By: Stacy at Trupanion

Trupanion covers veterinary medical costs due to unexpected illness or accidents. Our determining factor is the first appearances of symptoms for an illness or accident since communications with our pets can be limiting. When reviewing a claim for coverage, we do take into consideration the whole picture of what is going on for a pet. If symptoms are consistent prior to coverage and again during coverage, we reference what is presented on the claim form and in a pet's medical records. If consistent symptoms are present and no medical reasoning can be explained for their difference then we are not able to extend coverage on a claim. We use symptoms rather than diagnosis so that we can start to cover claims sooner rather than waiting for a diagnosis to be made. It is not uncommon to see symptoms being present with no definitive diagnosis made. If you still have questions about your claim, please give us a call.

Posted: 05/24/2011
By: Randy

Seems like reading through the reviews, you seem to be the only one of many unhappy. I have had Trupanion for years and when they pay out thousands for cancer and reimbursed within 10 days, I can't think of a better company to count on when my dog gets sick.

Posted: 05/29/2011
By: Fitzwilliam

I can sympathize with your situation, but if you find a pet insurance company that measures its claims by diagnosis versus symptoms, please let the rest of us know because from what I can tell, they all do. If I ever get another pet, the first thing I'll do -- before I take them to a vet -- will be to get them enrolled in insurance. Then after six months, I'll take them to the vet. I know, it's a bit ridiculous, but it's obviously just not people insurance that needs an overhaul.