Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
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Trupanion coverage = scam
Have been paying Trupanion for 2+ years for our puppy, who had a tumor removed recently. The company does its best to avoid paying out for legitimate claims by: a) separating multiple claims for the same injury/illness given coverage is based on "condition" (you need to watch this closely and complain), b) co-insurance 10% cost to you is NOT counted towards deductible, c) not covering vet visit related to the injury/illness (only procedure and meds), and d) broadly not covering routine check-ups and routine procedures (neuter/spay - which is expensive). Additionally, claims process takes a week or more, clearly in hopes that you aren't paying attention to their scam. Save your money and find a real insurance provider that bases coverage on total $$ annual expenses.
Insurer: Trupanion
By: Ted
So glad we had pet insurance
We have 2 little furbabies. They were always so healthy. I never filed a claim, even considered terminating our policy. Why pay that and never use it? Then one developed lymphoma. I phoned for advice about filing. I had never used it. Customer Service was great. They explained everything. Claims were so easy. There were even multiple ways to file so you could pick what was easiest. My only complaint was the mobile app. Sometimes it just wouldn’t let me log in, and the structure of the app was a little confusing. There were days I just wondered what was going on and the app was no help. But overall, I highly recommend MetLife for your pet insurance needs.
Insurer: MetLife
By: Sharon
Prompt response to claims and great customer service
This is the second dog we have had covered in a Trupanion plan. Our 1st dog never had a claim until she was 13 years old. I didn't even know the process and if they would cover her surgery at a specialty hospital. I was pleasantly surprised with the coverage and the kindness of the customer service rep. We adopted a young rescue dog in the fall last year and put her on the plan. The offerings are even more comprehensive and in keeping with the times. So we added a rider that would cover alternative treatments. I didn't think we would be actually using the coverage for many years, but our playful 2 year old developed an issue with her eye. It is taking more time than we expected but the response to the claim submission is astounding. A recent claim was submitted by the vet office yesterday evening and I received a response by the time I woke up this morning with the outcome. Thank you for the peace of mind.
Insurer: Trupanion Canada
By: Michelle
Appreciated the helpful service!
Appreciated the helpful service!
Insurer: Trupanion Canada
By: Janis
Because you were able to pay my vet upfront and quickly.
Because you were able to pay my vet upfront and quickly. Thank you
Insurer: Trupanion Canada
By: Stephanie
I choose 10 because I have always been very pleased with your pet insurance.
I choose 10 because I have always been very pleased with your pet insurance. I tell everyone I meet with puppies how important it is to have pet insurance. I recommend Trupanion for 12 years and hopefully a good many more years of my and Etta's lives.
Insurer: Trupanion Canada
By: Nancy
Coal - Black Long Haired Chihuahua
No Hassle. Nanin great representative. Although, there are a couple other companies out there that don't charge registration fees and offer a few more items, I felt worth trying as new pup.
Insurer: Trupanion Canada
By: Marlene
The staff at Trupanion is very friendly and knowledgeable.
The staff at Trupanion is very friendly and knowledgeable.
Insurer: Trupanion Canada
By: Rebecca
Kris
2 years ago I had to use my policy when my other dog was injured. Turn around on claims took about 24 hours. Now it is days and weeks for claims to be processed. This is very horrific as most vets are not online for direct pay with Trupanion. I can't afford to continue certain treatments not knowing for weeks if a claim will be reimbursed, or having to wait weeks for reimbursement. For 10 years, I have recommended Trupanion for everyone I know with a pet, but this go around has been taxing as it comes while my sweet pup is dying. I got insurance to not have these financial worries when my pups are sick or injured. It is absolutely devastating. Please hire enough staff to rapidly turn around claims again.
Insurer: Trupanion
By: Kris