Agree with all comments made by others, how they request records over and over and try to find a reason not to pay you even when your vet will state something is not pre-existing. They paid for a so called "pre-existing condition last year" and now they don't. But don't go to their website and try to find anything - their claims page is an ABSOLUTE joke. The costs have gone up every year. We'd all be better off if we set aside a little money for our pets to use to pay the bills. Then we could invest it and not them. Like everything else, it is all about the money. By the way, I have pets insured with Trupanion (I will be discontinuing the policies and/or changing to other companies for at least 4 of them). For 5 pets, I pay them over $2,500 a year, and they denied me about $200 on a recent claim because it was pre-existing". Also, save every piece of paperwork from them and your vet, and we'll have tpo start blogging about the correct terminology to be used. Vets don't know - insurance is still new to them, too. If the vet submits the right code (an honest code), you get paid.