Trupanion is Deceitful

Out of 10

Trupanion's web site and their phone representatives leave off what I think is critical information about their coverage. The Web site, in more than one location makes a point of saying it's important for the consumer to know what is not covered by the policy, and then it lists a few things. However, when I filed a claim for physical therapy for an injury my dog sustained, they refused to pay it saying I needed to have purchased additional coverage for that.
I checked the Web site again and my notes from when I bought the policy. The person I spoke with said hip dysplasia was not covered but she never mentioned anything else. On the Web, in the section where it allows you to compare Trupanion coverage with that of other companies, it has long lists of things not covered by the others but only two things listed for Trupanion -- hip dysplasia and pre-existing conditions.

Why don't they list all the things they don't cover? One woman I spoke with told me that "Well, then, the insurance wouldn't be very appealing." I'm sure she was not supposed to say that, and she soon passed me on to her supervisor who kept insisting "We're not trying to hide anything." Don't believe it. I am reporting them to our state's consumer protection agency.

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Claim Amount
$500 - $1000

Mixed Breed

Age of Pet
1 - 8

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Posted: 12/05/2011

Hi Barbara,I apologize for the misunderstanding about our coverage and the frustration that it may have caused. We strive to be very transparent with what is and is not covered by making a sample copy of the policy available on our website. Our core policy covers 90% of the costs of diagnostic testing, surgeries, and prescription medications for accidents and illnesses.
Very recently, we updated our policy to include coverage for prosthetic devices as well as supplements and prescription foods to treat covered accidents/illnesses. At the same time, we also added our Optional Benefits package which includes coverage for alternative therapy, hip dysplasia, as well as a few other items.
Unfortunately, physical therapy is considered to be an alternative form of treatment which is why it was not covered on your bill. If alternative coverage is something that you would be interested in for the future, I encourage you to give us a call and we can add it to your policy.