Trupanion is a Racquet

1
Out of 10

Within a month of enrolling with Trupanion my border collie suffered a knee injury after she tripped on uneven ground in our backyard and began limping. My veterinarian diagnosed her injury as CCL strain or partial tear. I got the ball rolling with Trupanion to obtain TPLO surgery pre-approval and was very satisfied with the helpfulness of the representatives that I talked to. However I was not pleased with the outcome of the pre-approval when my claim was denied. It was on the basis that CCL injuries are considered an "illness" rather than an "injury" and at the time we submitted the claim, my dog was not yet past the illness coverage waiting period of 30 days.
I read my policy and understand the waiting periods, but what I don't understand is why my dog's knee INJURY was considered an illness. Upon asking for clarification from Trupanion on illness vs. injury I was told that an injury is caused by an accident while an illness is not caused by an accident. I then asked what is considered an accident. Per Trupanion "To clarify the difference between an accident and an illness, an example of an accident would be something like a pet spraining a leg jumping off a table as opposed to an illness like the animal developing a bacterial infection"

Based on the fact that my dog's injury was indeed the result of an accident, my vet and I worked together to explain to appeal the denial. This process took several months (of which I was paying the monthly premium), and it was denied for a second time. I am so thoroughly disappointed with Trupanion and how they could deny the evidence and testimony given by my vet. I can't stand by a company who claims to be in the best interest of pets and yet finds a way around actually helping them.

I understand that in some situations people can truly benefit from insurance, but in our experience Trupanion was a complete waste of our time and money.

Did you find this review helpful?
Injury/illness
CCL injury
Claim Amount
Over $1000
Breed

Border Collie

Age of Pet
1 - 8

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Posted: 11/25/2015
By: Laura at Trupanion

Hi Maddie,I’m sorry to hear about your dog’s knee injury and that you didn’t have a positive experience with us recently. CCL injuries are considered an illness based on the reasoning that an underlying illness weakened the CCL. While I understand you’ve already gone through the initial appeal process, please know you can request a second appeal that is then handled by an independent, board-certified, veterinarian. If you’d like to learn more about this process, please give us a call at 888.733.2685 and we’d be happy to walk you through it.

We hope your dog is recovering well from the surgery and wish you both all the best in the future!

Kind regards,
Laura

Posted: 10/06/2015
By: Maddy from Trupanion

Hi Maddie,I’m sorry to hear about your dog’s knee injury and that you didn’t have a positive experience with us recently. CCL injuries are considered an illness based on the reasoning that an underlying illness weakened the CCL. While I understand you’ve already gone through the initial appeal process, please know you can request a second appeal that is then handled by an independent, board-certified, veterinarian. If you’d like to learn more about this process, please give us a call at 888.733.2685 and we’d be happy to walk you through it.

We hope your dog is recovering well from the surgery and wish you both all the best in the future!

Kind regards,
Maddy