I submitted the same claim 3 times to Trupanion. First by regular US mail. I never heard back. When I called to check, they had no record of the claim. Second time, the claim was faxed by the vet. Still no word. I called again and once again Trupanion claimed they never received it. The vet faxed it for the 3rd time and I finally received an e-mail that the claim was under review.
It took a total of 9 months to get them to review the claim. Half way through the process, we stopped paying our premium because of the poor service. We honestly felt like we had been duped.
When I finally heard back after the 3rd submission, they claimed they could not process it because we had not paid our premiums for the last few months, even though the INCIDENT HAD OCCURRED WHEN OUR PREMIUMS WERE UP TO DATE.
I am still haggling with them over this.
DO NOT USE TRUPANION.