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My wife and I adopted an older cat and put insurance on him the very first day. Since his history wasn't known or documented there weren't any pre-existing conditions. Unfortunately about 18 months in our boy started having health problems and things escalated quickly. He endured 3 emergency life saving surgeries in 3 months and it wasn't until the last surgery that the cause of all the issues was finally determined, he had cancer. We submitted our first set of claims and heard nothing. We submitted more claims, and still radio silence. I sent emails, and no reply. Finally when I was about $6,000 out of pocket and not a single peep from Trupanion, and having found out he needed another surgery I called their customer service line. The person was extremely helpful and in reading the timeline of events even she was surprised that it had been 5 weeks of waiting and nobody from Trupanion had done anything to advance the case. We ended the call with the rep agreeing to escalate the issue and she would call me back when she had information. A few hours later i got a flood of emails that my claims were approved and a check was in the mail and true to her word, that rep called me back. She didn't provide explanation or excuses but simply said the problem was resolved and any claim submitted moving forward would be handled within a more appropriate timeframe. Needless to say from that point on the claims process was flawless. We'd submit the claim and typically within 7 business days would have our reimbursement check. Our boy ended up passing away but all told trupanion probably covered somewhere around $15,000 in 3 months for his treatments. I'm disappointed that during this stressful time they made it my responsibility to monitor them and hold them accountable to do their job but once someone finally took accountability they were excellent.

My wife and I adopted an older cat and put insurance on him the very first day. Since his history wasn't known or documented there weren't any pre-existing conditions. Unfortunately about 18 months in our boy started having health problems and things escalated quickly. He endured 3 emergency life saving surgeries in 3 months and it wasn't until the last surgery that the cause of all the issues was finally determined, he had cancer. We submitted our first set of claims and heard nothing. We submitted more claims, and still radio silence. I sent emails, and no reply. Finally when I was about $6,000 out of pocket and not a single peep from Trupanion, and having found out he needed another surgery I called their customer service line. The person was extremely helpful and in reading the timeline of events even she was surprised that it had been 5 weeks of waiting and nobody from Trupanion had done anything to advance the case. We ended the call with the rep agreeing to escalate the issue and she would call me back when she had information. A few hours later i got a flood of emails that my claims were approved and a check was in the mail and true to her word, that rep called me back. She didn't provide explanation or excuses but simply said the problem was resolved and any claim submitted moving forward would be handled within a more appropriate timeframe. Needless to say from that point on the claims process was flawless. We'd submit the claim and typically within 7 business days would have our reimbursement check. Our boy ended up passing away but all told trupanion probably covered somewhere around $15,000 in 3 months for his treatments. I'm disappointed that during this stressful time they made it my responsibility to monitor them and hold them accountable to do their job but once someone finally took accountability they were excellent.

Wonderful, fast service, and exactly what they tell you is what you get. No hidden fees, or service that they don't except.

IF I COULD GIVE THIS COMPANY 0 STARS I WOULD. BEFORE SETTING UP OUR POLICIES (BY THE WAY THE HIGHEST ON THE MARKET $79.A MONTH EACH DOG) I WENT THROUGH MY DOGS MEDICAL RECORDS THROUGHLY WITH THE COMPANY REP. SHE ENSURED ME THAT NO OF MY CONCERNS WERE PRE EXISTING MEDICAL ISSUES AND THAT MY DOG WOULD BE COVERED IF ANY INJURY OCCURRED. WELL LOW AND BEHOLD MY DOG WAS INJURED AND EVERYTHING WAS PRE EXISTING. NOT COVERED, NOT EVEN CLOSE!!!!! TAKE NOTE IF YOU HAVE TIME READ THE ARTICLE IN THE NY TIMES ABOUT PET INSURANCE ITS WORTH THE READ, ITS ALL A HOAX, BIG MONEY MAKING OPPORTUNITY FOR THE INSURANCE COMPANY. 10-20% OF ALL INJURIES ARE REALLY COVERED. WE INVESTED A TON ON MONEY INTO TRUPANION INSURANCE TO ONLY BE DENIED OUR CLAIMS. TAKE THE MONEY YOU WERE GOING TO PAY FOR INSURANCE AND PUT IN INTO A PET EMERGENCY SAVINGS AND YOU WILL COME OUT WAY AHEAD.....WE WOULD HAVE ACTUALLY HAD MONEY LEFT!

I am not able to access the on line system to check my claim despite being told that I have an account. Email to supervisor of claim rep from days ago has gone unanswered.

I've had my Dalmatians insured through Embrace for 2.5 years. They are a great company! Easy to deal with, claims pay quickly, not a lot of paperwork, and it's great to be able to customize your plan and coverage to fit your budget. Couldn't ask for more.

One of our dogs had an emergency room visit on December 20; after numerous contacts and several delays, we just received the claim check yesterday (February 28). Although the people were consistently helpful, we felt as if we needed to keep prodding to get the claim processed and accepted. This is our first experience with Embrace, and it may be that initial claims require more paperwork and processing than future claims will. We will wait and see for now.

After 9 years with Trupanion I am totally happy with the service and care I have received. I have a Dachshund that I purchased coverage for approximately 9 years ago. That is the best investment I have ever made. He started having neurological problems when he was very young. I had to take him to the animal emergency room. This turned out to be a very expensive visit. We submitted the records for neck and back disc problems and the claims were paid without any problems. Now years later they are still paying claims for this condition. He has also been diagnosed with pancreatitis and gastritis. They have always expressed care and concern for my best friend. All claims are handled efficiently. I am very happy with my Trupanion Insurance policy and the Company.

After 9 years with Trupanion I am totally happy with the service and care I have received. I have a Dachshund that I purchased coverage for approximately 9 years ago. That is the best investment I have ever made. He started having neurological problems when he was very young. I had to take him to the animal emergency room. This turned out to be a very expensive visit. We submitted the records for neck and back disc problems and the claims were paid without any problems. Now years later they are still paying claims for this condition. He has also been diagnosed with pancreatitis and gastritis. They have always expressed care and concern for my best friend. All claims are handled efficiently. I am very happy with my Trupanion Insurance policy and the Company.

Thank you Embrace! We could not have given our 7 year old boxer she needed last year. She had a acl surgery and ''tis now recovering from an ulcer in her eye.