free trial -not really free

1
Out of 10

The free trial is really false advertising. The fine print says no claims will be paid during the first 30 days of sign up. Therefore - not really free is it? Its false advertising. My puppy came with a free trial and when I could not activate it, then I called in and was told that it only activates upon visiting the vet first and then activation within 24 hrs of that visit. So I went to the vet with them, then I registered them online. A week later, one of the puppies had low sugar and diarrhea. Trupanion wont cover the vet emergency as they said I did not activate the certificate within the time period (which I did according to the rep on the phone) and secondly, it is a precondition? Since when is low sugar and diarrhea a pre-condition? my pup stopped eating. I didn't know there was such a thing as precondition. Then the final thing: No coverage in the 1st 30 days of activation of certificate for free trial? Isn't that the point of free trial to get coverage and see if we liked it. I had registered to enrol further after my emergency visit and now I am going to remove all my pets from this insurance company. I have been led to believe that insurance is insurance, whether trial or not. I don't like to be falsely mislead.

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Injury/illness
low sugar and diahrea
Claim Amount
Over $1000
Breed

Chihuahua

Age of Pet
Under a year

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

Hi Mel,
I’m so sorry about that miscommunication. We went back and listened to your initial call and it looks like you weren’t given accurate information the first time. We’ve taken the steps to correct the issue, and are able to honor the original start date for your trial. If you have any questions about this, please give us a call at 888.733.2685.

Kind regards,
Laura

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

Hi Mel,I’m so sorry about that miscommunication. We went back and listened to your initial call and it looks like you weren’t given accurate information the first time. We’ve taken the steps to correct the issue, and are able to honor the original start date for your trial. If you have any questions about this, please give us a call at 888.733.2685.

Kind regards,
Maddy

Posted: 10/07/2015
By: Angie

My dog Savannah broke it's leg on my 30 day trial we received from the shelter we adopted her from and we got 6,000$ before paying a dime to Trupanion. We of course enrolled her after that. But they ABSOLUTELY pay claims in the trial period. I am the proof of it. So what your saying is just straight up not true. I will SING the praises to Trupanion to anyone who will listen.