I am paying premiums for nothing!

Out of 10

I have been with trupanion for a year and am very disappointed. I submitted a claim for a laceration on my cat's leg, they delayed payment for weeks by asking for the same information that had been submitted previously. Then they denied sedation coverage because the cat "demonstrated behavioral issues prior to the policy inception"...really?? that is absurd! I am canceling my coverage.

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leg laceration
Claim Amount
$100 - $500

American Shorthair

Age of Pet
1 - 8

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Posted: 10/04/2013

I'm sorry for your frustration.

We definitely do our best to pay claims as quickly as possible. In your case it looks like we had a difficult time getting complete records from a couple of clinics, which caused the delay.

Marney's sedation charges were due to a specific behavior that was noted in her medical records prior to her being covered by us, which does make that behavior a pre-existing condition. We also do not cover behavioral treatment under our core policy, but instead include it in the optional Complimentary Care Package. As you do not carry that optional package, Marney is not covered for an care related to behavior.

While I understand your frustration, we do try to be as clear as possible about what is and is not covered under our policy. Our policy is written in every day language, and we've intentionally steered clear of "fine print" and using insurance industry lingo. We want to be sure that anyone can read the policy and be sure of what is and is not covered. We also make our policy wording available to anyone, whether they have a policy or not, on our website.

If you'd like to go over your coverage with us to avoid any potential future surprises, you're welcome to call us any time at 1.800.569.7913.

Posted: 04/19/2014

I'm confused...there is no cat that I know of who would not freak out at the vet when having a laceration treated. Or, you know, just being at the vet with nothing being done at all. They are scared. They are not like dogs, most of whom are "better" at the vet than any cat will be. It's not a "behavior issue", as in a behavioral problem in the cat, at all. Yes, it is "behavior", as defined in the dictionary....so is sitting quietly. Anything any person or animal does is BEHAVIOR. It seems to me Trupanion likes to pull the behavior card quite a bit according to these reviews. I wanted to switch to them but now I'm not so sure.