Fine Print Deductible

Out of 10

Went in to see the vet with my four month old puppy with diarrhea and several other complaints. Bill tallied up to 1200$ and I was thinking "thank goodness I opted for insurance" however my $600 deductible is per issue and they broke down my claim into four different (but all connected to diarrhea ultimately) medical issues. They covered nothing and my deductible isn't close to being met on any of those issues so when I go next week for my follow up nothing will be covered still. Why am I giving them $50 a month if they won't help me get my puppy healthy. I am obviously frustrated but Trupanion might be more helpful if you choose to have no deductible but watch out for the monthly rate you'll have!

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Claim Amount
Over $1000

Labrador Retriever

Age of Pet
Under a year

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Posted: 07/14/2014
By: Joe @Trupanion

Jolene, thanks for taking the time to leave us feedback. We're always striving to improve, and customer feedback is what allows us to do so.
Our deductible applies per-incident (meaning per-problem), for as long as that particular problem needs treatment.

For example, my dog Walter has epilepsy. Diagnosing it meant a trip to the emergency vet, tests and medications to rule things like poisoning and a parasite out, several visits to our regular vet, and a trip to a neurologist. Now that he's diagnosed, he'll have to be on a daily medication and have blood work once or twice a year to ensure his body is tolerating the medication alright. That care has all been over the last 2 1/2 years and will continue for the rest of his life. That's all one incident because it's all connected to the same problem.

During that same time he's also been treated for a skin infection and once for a nasal infection. Those issues were both unrelated to each other and to his epilepsy. That makes a total of three separate incidents that he's been treated for, meaning his deductible needs to be met individually for each.

We do understand that life, finances, and preferences change though. Because of that, we allow you to change your deductible at any time. Having filed claims does cause some complication there though, so it's something that has to be done over the phone with one of our customer care agents. That way we can review the impact to your individual policy. If you'd like to explore changing your deductible, you're welcome to call us 24/7 at 1.855.266.2152.

If you feel the issues your pet was treated for are connected while we viewed them separately, we are happy to re-review your claim. To get that started, please have your vet fax or email a letter explaining why they believe the issues are connected and have them include your claim number. You can also call us to discuss the situation further. You can reach the claims team at 1.855.266.2151.