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Trupanion didn't come through when I needed them most.
The provider denied all my claims and appeals for my sick puppy. I purchased accident and illness insurance through Chewy Care Plus which partners with Trupanion, so I'm posting this review here since Trupanion is the provider who handled all the claims and appeals. All the customer service reps I spoke to were associated with Trupanion. My vet who helped me with my appeals had to speak to a specialist associated with Trupanion. After going through all the procedures and waiting several weeks for the final decision, I was denied any reimbursement by Trupanion. To say I was disappointed is like saying the iceberg that sank the Titanic was just a teeny tiny snowflake. Disappointment doesn't even begin to cover it. For clarification, I'll explain the circumstances. My puppy, Ginger, became very ill very early. I took her to an emergency vet while her policy was still in the waiting period. I knew the policy would not be active yet, so I didn't submit a claim. First, she was treated as an outpatient. When she went back later and had to be hospitalized AFTER the waiting period, they would not cover her hospital stay. They could see from her records that she had been there before, so they called it a preexisting condition. That loophole was stated in the policy, so I just swallowed the cost and sucked it up. The REAL issue I have with Trupanion is with the second hospitalization claim. She was hospitalized a second time, given different diagnostic tests, and received a different diagnosis. After reviewing all her medical records and speaking with Ginger's vet, they still denied the appeal, because, as they put it, "there was no disconnect." In other words, they wouldn't cover the treatment because they thought the two conditions were related. Ginger was also diagnosed with Coccidia and Giardia, parasitic infections which were unrelated to her respiratory infection. They wouldn't cover that treatment either, even when it was only a small amount that could have been applied toward her deductible. Her litter mate, Cinnamon, was also treated for Coccidia and Giardia and Trupanion applied that cost toward Cinnamon's deductible. It doesn't make sense that they didn't do the same thing with Ginger. I think the appeals team was negligent in their investigation. The assessment they made was inaccurate and unfair. It seemed to me that they were just looking for excuses to deny coverage without having any real proof. If I could afford it, I would sue them. I am still paying vet bills which have cost thousands. I got pet insurance so I wouldn't be in this situation. Given my bad experience, I can't recommend Trupanion or any other plan who partners with them.
Insurer: Trupanion
By: Deanna
Signing up for pet insurance with…
Signing up for pet insurance with Nationwide Pet Insurance was such an easy and positive experience thanks to Kia! He was friendly, knowledgeable, and took the time to answer all of my questions thoroughly. Kia made the entire process smooth and stress-free. Excellent customer service from start to finish!
Insurer: Nationwide
By: customer
Easy to upload the claims
Easy to upload the claims, quick responses and fast refunds.
Insurer: MetLife
By: customer
Helpful and Quick
"My poodle has allergies and Pet's Best has been great about processing his claims and helping him stay "itch free"! It has been a long process to find the exact combo that works for him, so he doesn't pull all his hair out! Pet's Best has been there supporting us the whole way! "
Excellent Service
"Pets Best kept me informed during the claims process. When I need to send more info, they didn't make a decision until I forwarded more of the doctor's procedures. When they still needed more info, they contacted the vet's office themselves, received their response, then made their decision on the claim. I'm extremely happy Pets Best did leg work on their own before finalizing the claim. What other insurance company does this? Pets Best is the BEST!"
Insurer: Pets Best
By: Renee
Excellent service
Excellent service, claims paid immediately, never having to worry about my pet's health costs.
Insurer: Pumpkin
By: Diane Hershfield
Quick and Easy
Pets Best makes the claim process easy and quick, and when you're already stressed about your pet's health, this support and customer care feels like a warm blanket. Thank you.
Faster than a speeding bullet
Got my claim done and money within 5 days that is spectacular work compared to how long other claims can usually take. And making a claim is as easy as 1 2 3... Keep up the great work pets Best!
Socks - 1st vaccines
Socks is a rescue kitten from eastern Kentucky. When I found her, she had a bad back leg and was unsure of her health. When I took her to the vet - Smoky Mountain Animal Clinic. The vet looked at her leg, decided to see if it would heal on its own. They also declared she was too young to start vaccines! They scheduled a second appointment- 4 weeks later! Took her back. They gave Socks her first round of vaccines. Checked her leg - healed on its own. She is doing great! Submitted the claim which was very easy on the app. Within 24 hours - I received confirmation of how much the return would be.
good customer service
good customer service
Insurer: Nationwide
By: afshan zulfiqar