Terrible Service and Rip Off

Out of 10

We got our pet insurance from trupanion for our two dogs. We have our pet insurance early this year (2011) and the only time we use our insurance is when both of our dog got ill. I sent them to the vet the first week I suspect they have kennel cough, so we don't have to pay too much for the vet bill although we have pet insurance. Right after they've been seen I mail the claim and the same week I received a notice from trupanion regarding about our claim being process.... (2months later) I call and ask to see how long it's going to take before we get our reimbursement.... they said they're waiting for the Vet to send the copy of the medical record. They called few times and left a message but they haven't recieve any feedback from our vet. which I doubt!... Our vet is easy to get a hold of and at one time we are out of town and needed the copy of our dogs medical record, they sent us right away... they mail and fax it to us to make sure we recieve the copy. After I hang up the phone with them, I call our vet and told them whats going on and what they told us is they never recieve a phone call nor notice from mail asking the copy of our pet's medical record. Called back trupanion and told them what happen on the phone. I ask them to double check the contact number and yah! they just figure our that they've been contacting the wrong place. I told trupanion, they have the copy of our vet bill and all the information they need regarding the information of our vet is just right th

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Skin problem

Claim Amount
$100 - $500

Labrador Retriever

Age of Pet
1 - 8

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Posted: 09/26/2011
By: Stacy at Trupanion

Hi there,Since you decided not to leave your name, I cannot look into your policy to provide you with specific information. When you file your first claim, we contact your veterinarian(s) to collect all prior medical history that is available to help us process the claim. Sometimes there is a delay, for example, if it's with a veterinarian who has never worked with us before.
I assure you that we were not trying to cause you further troubles, but wanted to obtain all necessary copies of the documents so that we could accurately assess your claim. Now that we have your dog's records, your next claim (should you have to file one) should be a much smoother and quicker process.