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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Very helpful
The customer service has been very helpful when I had to really start using the insurance for my dog that was recently diagnosed with cancer, had to have an amputation, and now has a few other medical issues that she needs medication for.
Insurer: ASPCA
By: Heather
Knowledgeable, kind customer service team!
The staff at ASPCA is always great. I love that every time I call they ask how my pet is doing. They always answer all my questions and I have a lot! The claims are easy to submit and you get reimbursed quickly. I highly recommend them to anyone looking a great, knowledgeable company that really cares about your pets.
Insurer: ASPCA
By: Kim
Extremely disappointed with Trupanion, use someone else.
I have 5 pets, all insured with Trupanion for years. They raise the premiums every year (significantly) and there is no cap on how much they can raise them. They will quote you a great rate to start but the next year they can raise it as much as they want. Personally mine have gone up $15/month but I have friends whose have gone up more than $50/month. As they did raise the premiums quite high, I used their chat on their website to raise my deductibles and lower the premiums, I clearly stated it was only temporary so I could work the new premiums into my budget. I specifically asked if the new deductibles would only apply to NEW claims, the advisor responded with 'exactly' and then proceeded with some blurb about how it works. Apparently, I missed the fact that his blurb did not specify new claims. Fast forward a few months, when I want to bring the deductibles down again, I am told that now any old claims I will now have to pay the new deductible even though I am reducing them, essentially they were PERMANENTLY changed to the higher deductible even though I had SPECIFICALLY asked about this and was told old claims wouldn't be affected. There is now also a 1 month waiting period for the lower deductibles to kick in (even though you pay for them) - which I was ALSO not advised about. Since it is in their policy / fine print, they refuse to help me, in fact when I asked a manager if there was anything they could do her answer was straight up 'no.' without even asking what she could do to help. All I wanted was for them to essentially reverse the deductible change in the first place, I offered to pay the difference in what my premiums would have been for the three months. They said no. So, essentially, to save $30/month on premiums, if I ever have to use an old claim again (ie allergies for my dog, urinary issues for my cat) I now have to pay HUNDREDS of dollars. That isn't even logical, I would not have changed my deductibles had I been provided that information. They refuse to help or even offer ANYTHING whatsoever. They don't care about client retention at all because they know that I am trapped with Trupanion because switching insurance companies, everything I've ever claimed or had issues with is considered 'pre existing' to another company. My suggestion? Go with Pets + Us. By the way, I work in the industry (at a clinic) and I repeatedly watch Trupanion deny claims, apply deductibles where they shouldn't be, and cause grief to already stressed out pet parents and to the clinics as well. Save your money, go somewhere else. Pets + Us will do direct billing too especially if it is a larger claim. Don't be fooled by their overly friendly sales people, they don't care at all about customers, pets, truly a greedy insurance company to the core.
Insurer: Trupanion Canada
By: Stephanie
A long time, happy client!
Although we take the best care of our beloved rescue pups, we have run into some serious health scares and each time, Trupanion responds quickly, efficiently and with so much kindness, knowing the anguish we experience when our furry family member is hurting.
Insurer: Trupanion
By: Susan
Trupanion is the best!
I have been recommending Trupanion to my friends who owns pets. Staff from the company are very professional, efficient and fast in processing claims. Is a very outstanding insurance company for pets.
Insurer: Trupanion
By: Sa
O'be and I love Trupanion they are there for us
O'be and I love Trupanion, they are there for us!
Insurer: Trupanion
By: Barbara
Great experience with a claim
Representatives on the phone were patient and answered all my questions. They had a great positive attitude. Claim process was so fast and I was shocked how fast my return was deposited into my account. I am very glad I chose this insurance company for my pet.
Insurer: Trupanion
By: Natasha
Amazing Response time
Turnaround time is amazing. You must have a great staff to get it done so quickly. Congratulations!
Insurer: Trupanion
By: Lynn