Out of 10

So we switched to Trupanion on the reccomendation of our vet as we were not happy with the level of customer service at Petsecure (big mistake!). Then our older fellow was diagnosed with osteoarthritis-trupanion refused to cover as the vet had started him on supplements to help prevent problems due to aging. THEN, he had a stroke and turned dangerous requiring euthanasia....despite their claims that this was covered - refused as they called it a behaviour issue. Not only am I unhappy but my vet is removing ALL their brochures from the office since they refuse to listen to her! WORST company ever!

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stroke and death
Claim Amount
$100 - $500


Age of Pet
1 - 8

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Posted: 01/07/2014

I'm so sorry for the loss of your pet. It sounds both sudden and heart-breaking; something no one should have to go through.

We do cover treatment for behavioral issues (necessary euthanasia would be considered treatment), but only under our optional Additional Care Package. If you did not carry that optional coverage on your pet, anything relating to behavioral issues would not be eligible for coverage.

Any time there are notes of signs or symptoms of a condition in the medical records prior to enrollment, that condition is considered pre-existing. If your pet put your fella on supplements due to him showing signs of joint problems, that would indicate a pre-existing condition.

If the supplements were being used preventively, or if his euthanasia was due to a health issue rather than a behavioral issue, you could potentially explore our claims appeal options. The information you've provided here isn't enough for me to find your policy, so it's tough for me to say if this is a viable option for your situation. If you haven't discussed it already, it might be a good idea to call our customer care team to find out more about the appeal process and if this is a worthwhile option for you. You can reach them seven days a week at 1.800.569.7913.

I'm sorry again for the loss of your friend.