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Although I was on hold for a bit, the message assuring me they wanted to answer my call as soon as possible, continuing t reassure me that I wasn't lost Ina a black hole of hold

The person I spoke with was patient and knowledgeable about the specific case, however I was highly disappointed in the resolution to our claim. The reasons our claim (ectopic ureter) were rejected were incredibly arbitrary (drinking too much water) and both our vet and trainer wrote letters of support that this shouldn't have been considered a preexisting condition for the purposes of the policy. (We had just rescued our second dog and he had some behavioral issues that were being addressed by a trainer, including over consumption of water.) Trupanion used vet notes where we mentioned that our new pup drank more water than our old pup, and sometimes urinated in the house, as the basis for rejection. We have policies for both of our dogs (and have had the other policy for 2+ years). We have only filed claims once before, but were under the deductible so have never once benefited from having the policy. This would have been the first time that we were eligible and it seemed like we immediately were excluded for the most arbitrary reason. It left a very unsatisfied reason regarding Trupanion and we are highly considering canceling our policy, as we don't have a good feeling about future interactions with the company.

I. Spoke with Jennifer. She is a caring compassionate person!

We were calling regarding a possible poison eaten and the individual seemed confused on how to answer. It took him a few minutes to figure out Vet and or poision number.

While we have been fortunate to not need turpanion that much yet the experiences we have have been great! Only issue I have a may lead me to leave turpanion is that they do not cover any portion of the gastroplexy surgery. I realize it is a preventive surgery but considering there is a small number of breeds that need it and it literally can make the difference between life and death in the future, why not even cover part of it? Sadly I am looking at other companies as the survival rate is not high with out the surgery.

LOVE Trupanion!!!!

Very happy with my overall experience!

I was told that Trupanion has a quick TAT on claims. I have multiple claims ALL for the same issue which is skin infection related since February. I have provided ALL medical records and billing, etc., to expedite the process and make it easier for you. I was told that you still have at least 2 more weeks before any of my claims are going to be reviewed and that it's taking a lot longer then promised because you are behind. I need some of this money for Mia to see the Dermatology specialist 7/3/17 because they are very expensive. I've been waiting for months for this appt. There should only be 1 deductible of $260 bc this is ALL for the same condition.

yOUR DEDUCTABLE MAKES THE USE OF YOUR PLAN ALMOST PROHIBITIVE.

I find the customer reps to be friendly and helpful which in times of stress due to a sick or injured pet makes a huge difference. Thank you Trupanion for your concern.