Out of 10

As I thought this company cared about pets, one has to remember that it is still a business. I insured my less than a year old puppy and added hip dysplasia insurance.
Upon bringing her to the vet for a regular checkup, my vet said that she was standing "odd". I did not think anythin of it, but my vet wanted to do an x-ray. I let him, only for him to come back letting me know she has hip dysplasia. I was shocked and did not even see this coming!

I collected all the relevant forms and followed all the instructions from the Trupanion website. I faxed everything in, just claiming the x-ray and meds. Trupanion emailed me that day notifying that they refuse to pay. There reasoning: the condition was found within the first 30 days of my insurance -- I only had two more weeks to go.

I called to see if any further coverage would be available after the 30 days and was told "no". I even explained that I did not even know and that it was not even my choice to get the x-ray done then! Trupanion still refused.

I realize that it is in their policy but there has to be an exception in some cases. I could even have the vet write a letter explaining that it was his idea and not mine, but that would still do no good.

Since Trupanion has done absolutely nothing for me, I asked for a refund for my coverage (2 months) and was refused on that as well. They just offered a $5 refund on the hip dysplasia.

To everyone out there, be wary on your policy start date and allow your pet to suffer until the 30 days is up. This is was Trupanion forces you to do.

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Posted: 03/02/2010

When you enroll your pet with Trupanion, there is a 5 day waiting period for accidents and a 30 day waiting period for illnesses. This means any conditions or symptoms that arise within those waiting periods will be considered pre-existing. Trupanion does its best to communicate the waiting periods with every new enrollment. Each new member receives a confirmation email right after enrolling to ensure your policy documents are received right away. Plus, we offer a 30 day money back guarantee for a full refund if a claim has not been submitted during the first 30 days.

Posted: 03/16/2010

This seems really unfair to the company -- they have a four-week waiting period, and there was "only two weeks left". In other words, 50% of the waiting period.

Posted: 06/03/2010

I am all for coming on here and giving bad customer service experiences and fraudulent insurance practices.....but COME ON, this was clearly against their terms and conditions which, unlike some of the other insurances, are actually fairly easy to understand. Sorry about what happened to your pup, but this is an unfair review in my opinion.

Posted: 06/15/2010

I do not like this. This is not a fair review. It should be removed. They have to protect themselves. How do they know your dog was not walking funny so you went out a got some insurance? I mean then everyone could run out and get some coverage for a very expensive condition. Pet Best I had my dog on for over a year and he had an accident and they told me it was not covered as it was congenital, really an injury is congenital and it did not show up till the dog was five?Right after he landed funny and yelped and limped and got taken to the vet? That happened in the womb that is what they said. Really, I understand your frustration but if your dog was standing funny then he was showing symptoms, x ray or not.

Posted: 07/13/2010

Dude, when you bought the policy you agreed to the terms and conditions. They were that you have to wait 30 days. This is not their fault. Most companies have policies like this, including human health insurances. I don't see this as their fault because you want special treatment.