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Refusal to right THEIR mistake.
For the past three years, I’ve recommended Trupanion to every pet owner I know. Unfortunately, that will no longer be the case. It’s become clear to me that Trupanion relies on the fact that customers feel stuck once enrolled — knowing that switching providers means losing coverage for any existing conditions. Because of this, they don’t seem to take customer concerns seriously. As a business owner myself, I believe in doing what’s right when a mistake is made, and I’ve never taken advantage of a situation. Sadly, I can’t say the same for this company. Trupanion boasts a “98% continuous enrollment” rate, but this is misleading. That number doesn’t reflect satisfaction — it reflects the fact that most pet owners can’t risk switching insurers. Once you’re in, any issues you’ve faced with your pet become preexisting elsewhere, leaving customers feeling trapped rather than loyal. When I signed up, I was never informed that coverage for behavioral issues, like anxiety, required an add-on. Our representative listed what wasn’t included in our plan — anxiety was not mentioned. Now, three years later, my dog has been diagnosed with anxiety traits, and I was shocked to learn we’re not covered. Even worse, a Trupanion manager admitted on a recorded call that our representative failed to mention this important detail. And yet, they still refused to offer us the behavioral add-on — which is only around $5/month — despite it being their oversight. We absolutely would have chosen it had we known. It’s incredibly frustrating and disappointing. You expect better from a company you’ve trusted with your beloved pet’s health — especially given the premiums we’ve paid over the years. Instead of righting a wrong, they hid behind policy. Because of this, I can no longer in good conscience recommend Trupanion. We’ll be looking elsewhere for future coverage — even if it means paying premiums upfront. As French Bulldog owners, we’re constantly asked about pet insurance, and we used to be Trupanion’s biggest cheerleaders. Not anymore. Very upset and very let down. ***EDIT TO ADD SINCE I CANT RESPOND TO A REPLY— Cold, scripted responses do not make your customers feel valued. Simply repeating what was said over the phone does nothing to resolve the issue or take ownership of the situation. We chose to call in rather than apply online specifically to ensure we had all the necessary information before signing up. Your representative’s failure to mention a key detail about an add-on service is a clear lapse on your end. No one expects to comb through lengthy testimonials or fine print when speaking directly with a trained representative. Relying on the excuse that we “should have read the fine print” is a complete cop-out. Please don’t claim our concerns are important to you when your reply is clearly a copy-and-paste response with no genuine effort toward resolution. There would be no point to reach out on the matter further as Trupanion doesn’t offer any resolve. How a company handles situations like this is telling — and in this case, we’ve been left feeling ignored and dismissed. For that reason, we will not be future customers.
Insurer: Trupanion
By: Kayleigh Oakley
Very easy to use and computer friendly.
Very easy to use and computer friendly.
Insurer: Nationwide
By: JOI DENNIS
MetLife pet insurance has always been…
MetLife pet insurance has always been there for us. Anytime we call in the reps are always helpful and quick to resolve any “issues” Payments are always very quick too.
Insurer: MetLife
By: CHRISTOPHER LEE
Timely reimbursements and ease of using…
Timely reimbursements and ease of using the app
Insurer: MetLife
By: Heather
Very easy to use
Very easy to use. Submitting claims and receiving payments are simple to do! Used this insurance for a year, with no problems!
Insurer: MetLife
By: Christine ronquillo
Excellent coverage and of claim processing
Claims are easy to submit and are processed quickly. MetLife covers more than any other pet insurance I've owned.
Insurer: MetLife
By: David V.
I love the accuracy and speed of…
I love the accuracy and speed of response. Insurance is priced right.
Insurer: MetLife
By: Liseann Snedden
Very easy to submit claims
Very easy to submit claims. Paid in a timely manner.
Insurer: MetLife
By: Jackie Picard
Smooth and seamless claim processing
Smooth and seamless claim processing. I feel very secure having this pet insurance for my Mini Goldendoodle.
Insurer: MetLife
By: Duane Bergeron
I have an Irish Wolfhound
I have an Irish Wolfhound. I knew he was going to need a neuter and tummy tac, and decided to take out MetLife Pet insurance. It was a $4000 operation and Met Life paid all but $400! I was very happy that they stood behind the coverage they promised. They also pay for heartworm meds- for a dog that large it is pretty pricy. Sharing my experience with other Wolfie friends!
Insurer: MetLife
By: Sherry Arnold