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Initial Complaint
04/09/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have paid Trupanion premiums for my dog for 7 years. He suddenly became ill with breaking difficulty. I have filed claims to find the diagnosis. All claims state breathing difficulties. All the claims come back charging me the 200 dollar deductible. The claims department does not call me even though I have asked several times.If this is the way they conduct business, I want all or three quarters of what I have paid Trupanion back so I can then get treatment for my dog. I am very serious in this request.
Business response
04/12/2024
Date: 4/12/2023
BBB Case ID # ********
Policy # TU0002219660
Complainant: *******************

Trupanion has received the concerns presented by ****************, and we appreciate the opportunity to offer support. We hope her pup is feeling better soon.

Our team has thoroughly reviewed Ms. ******* claims and reached out to her directly to provide further information about our findings. We believe this matter to be resolved. Should she have further questions or wish to discuss her coverage in more detail, we ask **************** to please reach out to us directly. Our team is available 24/7 at ************* or by live chat through her online account.

Take care,
The Trupanion Team
Customer response
04/18/2024

Better Business Bureau:
Trupanion took care of my complaint and solved the issue. Happy with resolution
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
04/04/2024
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Trupanion is engaging in a deceptive practice in where their website states that We wont increase premiums just because your pet gets older however the premium rate is increased annually as the pet ages under the guise of a rate adjustment based on inflation and the cost and utilization of care in your area. When I initially signed with the company when my cat was 3 months old, my rate at 100% coverage was $69.08, the following year it was increased to $129.92 and this year it was increased to $327.07. My cat is currently 3 years old. Also Trupanion does not include the market anaylsis as part of the notification the rate is increasing. I did not see the notification email as it went to spam (there is only one notification email sent for the increase in cost), as soon as I received a notification from my bank of the unexpected charge, I contacted Trupanion whose solution was to decrease my coverage to 70% to reduce my rate. Also they were unable to refund the difference of the price change for the unexpected charge today and advised that it would reflect the reduction in coverage and cost as of 5/3. I elected into this service at the recommendation of my vet, I will ensure that this information is provided to my vet so that they will no longer recommend this service to other clients.
Business response
04/12/2024
Date: 4/12/2024
BBB Case ID # ********
Policy # TU0003797322
Complainant: ***************************

Trupanion has received the concerns presented by **************.Transparency is important to us in all aspects of our coverage, and we appreciate the opportunity to offer more information about our pricing here.

As insurance, were highly regulated and our rates must be reviewed and approved by the department of insurance where ************** is located. We strive to ensure that each pets monthly cost is accurate, fair and non-discriminatory while also supporting the unlimited, lifetime medical coverage we provide.

Every pet is different, so their monthly cost is also unique to them and based on their individual characteristics that are established on the date they enroll. These characteristics include their breed, ***, and age at enrollment, as well as their geographical location and the coverage options selected for their plan. This means that Trupanion does not automatically increase our members monthly costs as a result of their pets getting older after signing up.

Instead, we regularly review our pricing to ensure it continues to support the unlimited medical coverage we promise for every pet we protect.This review considers overall trends in the cost and use of veterinary treatments, so changes in our pricing are mainly driven by more frequent use of veterinary treatments and improvements to those treatments through better technology. While this data is confidential and proprietary, we are happy to further outline what our pricing review entails.

When reviewing our pricing, we look at the overall cost of treatments,how often treatments are provided, and how those treatments are changing with technology. For example, well see how expensive an x-ray is, as well as how many x-rays are being done on pets, and whether pets are receiving more MRIs instead of x-rays. We then apply this to the individual characteristics mentioned above to develop a pets unique monthly cost. Its important to us that members are aware of any upcoming changes to their monthly cost, so we notify them of any updates by email at least 30 days in advance.

Our team has reviewed Ms. ****** account and confirmed that she was provided with proper notification regarding her account update. We have also verified that her monthly cost is accurate based on her pets individual factors and review as outlined above, as well as the rates approved for use in her area. We are therefore unable to honor the desired settlement here.

While we understand this may not be the outcome ************** hoped for, we believe this matter to be resolved. If she has further questions or would like to discuss her account in more detail, we ask that she please contact us directly. Our team is available 24/7 at ************* or by live chat through her online account.

Take care,
The Trupanion Team
Initial Complaint
03/29/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Increased my policy premium by over 70%.
Business response
04/05/2024
Date: 4/5/2024
BBB Case ID # ********
Policy # TU0004246575
Complainant: *****************************************

Trupanion has received the concerns presented by ****************************.We understand how difficult it can be to see this kind of change in cost and we appreciate the opportunity to offer more information about our pricing here. Our team has thoroughly reviewed his account and confirmed that his monthly cost is correct.

As insurance, were highly regulated and our rates must be reviewed and approved by the department of insurance where Mr. ************ is located. We strive to ensure that each pets monthly cost is accurate, fair, and non-discriminatory while also supporting *************, lifetime medical coverage we provide.

We regularly review our rates to ensure they remain in line with ************* medical coverage we promise for every pet we protect. During this review, we look at the overall cost of treatments, how often treatments are provided, and how those treatments are changing with technology. This means that changes in our pricing are mainly driven by trends in the use of veterinary care and improvements to that care through better technology. In the event we find that our pricing is not in line with these trends and the coverage we provide, we will make the difficult but necessary decision to move forward with correcting our rates. By making this correction as soon as possible, we can prevent future pricing changes of similar significance.

Because Mr. ************ monthly cost is correct based on this review and the rates approved for use in his area, we are unable to honor the desired settlement of a billing adjustment here. While we understand this may not be the outcome he hoped for, we believe this matter is resolved.

We see that **************************** has requested to discontinue his pets coverage. Our team has advised him on the next steps in this process and we encourage him to please contact us directly if he has questions or would like to further discuss his account. Were available 24/7 by phone at ************* or by live chat through his online account.

Take care,
The Trupanion Team
*************
Customer response
04/05/2024

Complaint: 21505341

I am rejecting this response because:
A 70% price increase is absurd and their explanation is ridiculous. After reviewing other customer complaints, this seems to be a common practice which clearly shows why they have a terrible BBB rating. Yes, I informed them I will not be renewing my policy after the effective date.
Sincerely,

*****************************************
Initial Complaint
03/21/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I've been a client of TRUPANION pet insurance since 12/2012. They recently refused to cover a claim for my dog's periodontal disease. The procedure was done by the BRONX VET CENTER in Sept 2023. I submitted a "pre-approval form" with TRUPANION, but it was denied. Upon my inquiry, I was told that I was informed about my dog's illness back in November 2022. I insisted that this was an error, because I was just alerted to his periodontal disease in Aug 2023. TRUPANION told me to straighten this out with the ****************. After dialoging with the BRONX VET CENTER's owner ( *************************** and the **** ******************************* ) ... they supported my claim that there was some sort of error on there part, and they know that I am a responsible and caring pet parent. Essentially, they gracefully admitted their mistake. My yorkie had the procedure and ********************** filed the claim with TRUPANION , and attached a letter explaining what happened, and supporting me. They admitted that I was NOT informed of *****'s ( my ******'s name ) condition in Nov. 2022, and there was an error with the file submission.TRUPANION denied the claim, stating that I did not follow my vet's instructions from Nov. 2022.Despite my repeated claims, and the BRONX VET's admission...they stuck to the same narrative.A SECOND APPEAL was filed, and the BRONX VET GM ********************** spoke directly with the TRUPANION claims specialist. Again, the claim was denied ... with the same narrative. It looks like TRUPANION simply does not want to cover this claim ( $2500 ), despite what the BRONX CENTER and I are explaining. I was told by TRUPANION that I can file a third appeal, which will be reviewed by an independent third party. I tried to accomplish this...only to be told that only two appeals are allowed ( ??? ) TRUPANION has a storied history of mistreating their clients when it comes to claims. This is blatantly unfair !!
Business response
03/25/2024
Date: 3/25/2024
BBB Case ID # ********
Policy # TU0001620270
Complainant: ***************************

Trupanion has received the concerns presented by ****************. Were sorry to hear that his pup needed treatment and we appreciate the opportunity to offer support. We hope ***** is feeling better now.

Our team has thoroughly reviewed **************** claim and weve reached out to him directly to provide further information about our findings. We believe this matter to be resolved. Should he have further questions or wish to discuss her coverage in more detail, we ask **************** to please reach out to us directly.Our team is available 24/7.
Take care,
The Trupanion Team
*************
Initial Complaint
03/13/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Abusive prices to my policy #TU0004083011 with a policy that paid $117.42 were adjusted to an obscene monthly price of$409.30 now effective in April.This is not a fair business practice, And I want them to prove the reasoning for this absurd change - as per the agent - the costs they pay for claims needed to be adjusted to the area I live. That's is not an adjustment, it's an unacceptable piecing policy. I want to bring the monthly value back to $117+20% adjustment ****
Business response
03/22/2024
Date: 3/22/2024
BBB Case ID # ********
Policy # TU0004083011
Complainant: *********************************

Trupanion has received the concerns presented by **************** Pilotto. We understand how difficult it can be to see this kind of change in cost and we appreciate the opportunity to offer more information about our pricing here. Our team has thoroughly reviewed **************** Pilottos account and confirmed that his monthly cost is correct based on his pets individual factors and review as described below.

As insurance, were highly regulated and our rates must be reviewed and approved by the department of insurance where **************** Pilotto is located. We strive to ensure that each pets monthly cost is accurate, fair, and non-discriminatory while also supporting *************, lifetime medical coverage we provide.

Every pet is different, so their monthly cost is also unique to them and based on their individual characteristics that are established on the date they enroll. These characteristics include their breed, ***, and age at enrollment, as well as their geographical location and the coverage options selected for their plan.

We regularly review our rates to ensure our pricing continues to support ************* medical coverage we promise for every pet we protect. During this review, we look at the overall cost of treatments, how often treatments are provided, and how those treatments are changing with technology. For example, well see how expensive an x-ray is, as well as how often pets are receiving x-rays, and whether pets are receiving more MRIs instead of x-rays.We then apply this to the individual characteristics mentioned above to develop a pets unique monthly cost.

This means that changes in our pricing are mainly driven by the increased use of veterinary care and improvements to that care through better technology. In the event we find that our pricing is not in line with these trends and the coverage we provide, we will make the difficult but necessary decision to move forward with correcting our rates. By making this correction as soon as possible, we can prevent future pricing changes of similar significance.

Because **************** Pilottos monthly cost is correct, we are unable to honor the desired settlement here. While we understand this may not be the outcome he hoped for, we believe this matter is resolved. We encourage **************** Pilotto to please contact our team directly if he has questions or would like to further discuss his account. Our team is available 24/7 by phone at ************* or by live chat through his online account.

Take care,
The Trupanion Team
*************
Customer response
03/22/2024

Complaint: 21430838

I am rejecting this response because there is no rationale for making the price 4 x the original price while there are other vendors offering a reasonable price at ******* range ( with better coverage btw).
Abusive prices. Im cancelling the contract now. This is a an obscene practice from your company.
I am canceling my contract now.

Sincerely,

*********************************
Business response
04/01/2024
Date: 4/1/2024
BBB Case ID # ********
Policy # TU0004083011
Complainant: *********************************

Trupanion has received the further concerns presented by *************** Pilotto. While were sorry we couldnt provide the information he hoped for, we have no further details to offer regarding his pricing.

We see that ************************ has chosen to cancel his account. Our team has reached out to him directly to offer support with this request and we believe this matter is resolved. Our team is still available any time if ************************ has questions or would like to discuss his experience in more detail. We encourage him to please contact us directly any time he requires further support.

Take care,
The Trupanion Team
*************
Initial Complaint
03/11/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
The company offers lifetime deductible for each diagnosis, however has charged me twice for the same issue for this deductible, and declined appeal stating the veterinarian put a different cause of the diagnosis, which they did not per their records. I had to fight with them about discluding future payments for my pets for diagnosis they never had, including having the vet write a letter to them for their misunderstanding medical records. Also increased rates by 32% without any increase of insurance use on my end claiming others in my area increased insurance use and that is how they justify increasing my cost. I have had paid out much less than I have paid in for the year. I was advised they don't increase cost due to the animal getting older, yet do adjust every year as if that is not the same exact thing. When you contact the company, you get an email back 3-4 weeks later, or by chat, you get someone who can almost never help with anything, they only want to get you into a different plan.
Business response
03/20/2024
Date: 3/20/2024
BBB Case ID # ********
Policy # TU0004102938
Complainant: ***************************
Trupanion has received the concerns presented by **************. Were sorry this experience hasnt exceeded her expectations and we appreciate the opportunity to offer support.
Our team has thoroughly reviewed Ms. ****** account and we are happy to report that her claims have now been adjudicated correctly. We have further verified that her pets Medical Record Summaries are also all accurate.A member of our team has also reached out to ************** directly to provide further support and discuss her pricing. We believe this matter is resolved.
If she has questions, we encourage ************** to please contact our team directly. Were available 24/7 by phone at ************* and by live chat through her online account.
Take care,
The Trupanion Team

Customer response
03/21/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
03/09/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was told to choose Trupanion for my pet insurance provider because they were quick and easy to work with when claims were filed. I found neither to be true. They took almost three weeks to reject a straight forward claim based on 'Pre-existing conditions' which did not apply as the reason for the surgery that was being claimed. When I called to ask about this I was told the actual reason did not show up in the history from 2 months ago. However the 'Pre-existing condition' they found was from 4 years ago. All they told me was I could appeal - meaning I would have to call my vet and ask them to call the insurance company. If they need history/reason why they surgery was performed, it should have been their job in the first place. They basically just lump everything together to come up with an untrue reason to reject a claim rather than doing their job and due diligence. Instead they chose to ignore records that would make the claim valid.
Business response
03/18/2024
Date: 3/18/2024
BBB Case ID # ********
Policy # TU0003920352
Complainant: *************************

Trupanion has received the concerns presented by ******************.Were sorry to hear that her pet has needed treatment and we appreciate the opportunity to offer support.

Our team has thoroughly reviewed Ms. ******** claims and weve reached out to her directly to provide further information about our findings. We believe this matter to be resolved. Should she have further questions or wish to discuss her coverage in more detail, we ask ****************** to please reach out to us directly.Our team is available 24/7 by phone at ************* or by live chat through her online account.

Take care,
The Trupanion Team
Customer response
03/23/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However it should be noted that while Trupanion eventually made the correct assessment, that assessment should have been made the first time around. There were no new facts or reports provided for appeal of the initial claim. Meaning the first attempt was either done incompletely, incompetently, or with the intent to deny the claim no matter the actual circumstances. They denied the same claim they later accepted, based on the hope that people will not look into the matter further.

Sincerely,

*************************
Initial Complaint
03/04/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Trupanion was sold to me when we got our dog, ****. He had several health issues. Trupanion never paid. I figured there might be an issue at a later date, so, we continued to pay for the insurance. After **** turned 1-year old, I called to cancel the insurance. I've called multiple times and there is never a "licensed" specialist to assist me with cancellation....what?! really? I hear every time that someone will contact me within 48 - 72 hours to cancel. NO WAY. I want this policy cancelled today, March 4, 2024. **** will be 3 years old in May. This is ridiculous.
Business response
03/05/2024
Date: 3/5/2024
BBB Case ID # ********
Policy # TU0003844772
Complainant: *********************

Trupanion has received the concerns presented by **************** and we will honor the desired settlement here. *************** account is now canceled effective the date requested. Confirmation of this cancelation has been sent to her contact information on file.

We believe this matter to be resolved. Should she have any questions, we encourage **************** to please contact ** directly. Our team is available 24/7 by phone at ************* or by live online chat at www.Trupanion.com.

Take care,
The Trupanion Team
Initial Complaint
03/02/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We signed up for Truepanion pet insurance in 2017 after our (at the time) puppy had a second incident of eating something he shouldn't, resulting in surgery. When I called the company, I told them what had happened and SPECIFICALLY ASKED if this happened again, would it be covered by the insurance? The answer was ABSOLUTELY, which is THE reason we signed up for this policy. Over the 7 years we had this policy, we had never filed one single claim until January of 2024, when he ate a chocolate edible on my adult daughter's floor and got very sick. I was confident (based on what they had told me when we signed up) that this would be covered, but all we got was a rejection and a $1,400+ bill, which we had to pay out of pocket. They also increased our premiums by 50% over the 7 years, from $35.85/month to $63.32/month, despite the fact we had never filed a claim and he is a healthy 7 year old dog. In addition, when we called to cancel, they would not "allow" me to cancel because my husband's name is listed first on the account. When we finally got through to someone, they told me we have to speak to a "licensed" agent in order to cancel. They make it as difficult as possible. This is fraud, and I want my money back.
Business response
03/08/2024
Date: 3/8/2024
BBB Case ID # ********
Policy # TU0002211965
Complainant: ***********************

Trupanion has received the concerns presented by *****************. We understand this isnt the outcome she expected, and we appreciate the opportunity to offer clarification here.

As insurance, we are highly regulated and must apply our coverage according to each pets medical records as provided by their treating veterinarian(s), as well as our plans terms as approved by the state where ***************** is located. Our plan states that any medical conditions showing signs before enrolling or during the applicable waiting periods will be pre-existing and not eligible for coverage. Conditions that are the result of a specific repetitive activity, including foreign material ingestions, are not eligible for coverage if the same or similar activity occurred more than once before a pets coverage is in place. This is further outlined in section 9.B.VI under What we do not cover.

****************** started coverage for her pet on 1/14/2017.According to the medical records on file, her pet presented with a foreign material ingestion on 3/9/2016 and again on 1/4/2017. Because the medical records for her pet include more than one instance of foreign material ingestion before coverage started, the current claim for ingesting a chocolate edible cannot be covered under our plan. We are therefore unable to honor the desired settlement here.

We understand that ****************** has chosen to cancel her account. A prorated refund of premiums has been issued in accordance with our plans terms. If she has any additional questions, we encourage ****************** to please call us directly at ************* or chat with us online.

Sincerely,
The Trupanion Team
Customer response
03/09/2024

Complaint: 21376472

I am rejecting this response because:
I *specifically* TOLD Truepanion what had happened to the then puppy before we signed up & asked if it would be covered if it happened again. I was assured it would be covered. No one asked me how many times it had happened before or anything else. I feel Truepanion intentionally misled me as to what would be covered. This is *THE* reason we got this coverage. You need to be up front with customers before they sign up & lose a ton of money. We have lost over $3,000 with monthly payments, PLUS over $1,400 for the last inciddent, and this is our very first time filing. I would have just saved up my money had I known ********** would not abide by what I was told. Plus, the incidents happened seven years ago. He was a baby. To other potential customers: AVOID, AVOID, AVOID.

Sincerely,

***********************
Initial Complaint
02/29/2024
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
My dog, ******, had abscess/inflammation from dental disease covered by trupanions policy. First claim was # *******, when I brought ****** in to have swelling under her eye which turned out to be an abscess due to broken tooth/dental disease. She then had the recommended surgery which I submitted the claim *******. A few years later she had the same issue with another abscess due to dental disease/broken tooth, claim was submitted for initial abscess and approved on ********, the vet recommended surgery for dental disease claim filed on *******. All of these claims have been approved, but they coded the problems as different issues so I never hit my deductible. I appealed to trupanion about the above issue and they approved my appeal and she hit her deductible for "dental disease and broken tooth". My dog broke another tooth due to dental disease and had surgery on 1/19/24 and I submitted a claim to trupanion. They approved the condition under "dental(tooth) fracture" but said I did not meet my deductible even though I had in my previous approved claims. They also added a new diagnosis "epulis" and split the cost of the surgery for her broken tooth. I reached out to trupanion and they stated although she is covered for dental condition "dental/disease and broken tooth" because it occurred years later it could not be applied to the same condition. This is not stated anywhere in their coverage policy. They requested I make another appeal to get reimbursed for a condition "dental disease/broken tooth" which has been previously approved and met the deductible.
Business response
03/08/2024
Date: 3/8/2024
BBB Case ID # ********
Policy # TU0003654257
Complainant: ***************************

Trupanion has received the concerns presented by ****************** and we appreciate the opportunity to offer support here.

After researching Ms. ******** claims, our team has determined that they would benefit from review by an independent veterinary consultant. This consultant has been in touch with ****************** directly to provide details about the review process.

In the meantime, our team is here to help with any further concerns she may have. We encourage ****************** to contact us directly by phone at ************* or by live chat through her online account any time we can offer information or support.

Take care,
The Trupanion Team
*************
Customer response
03/11/2024
Hi,

Trupanions response is to have a review by an independent veterinary consultant. This is essentially trupanions appeal process. As I mentioned in my initial complaint, I first had to appeal this issue about reimbursement for dental disease/broken teeth on Aug 18, 2023. As this was a covered issued that the company refused to reimburse until I went through the appeal process.

I did complete the initial appeal. Trupanion approved dental disease/broken teeth and did reimburse my claim, however, they changed Maggies diagnosis to dental fracture. Changing diagnosis names, makes it very difficult to get reimbursed for claims that have previously hit their deductible.

Ive attached claim from trupanion (claim ID ********* that uses the diagnosis broken tooth this is a covered issued and you can see I met my deductible and tupanion paid 90% of that bill. However, the most recent bill uses the diagnosis dental (tooth) fracture (claim ID ********* and my deductible which is met, is not applied.
The previous appeal process took months to complete. I am willing to go through the appeal process with an independent veterinary consultant, but I request this case remains open with BBB until the completion of the review. I hope this ensures the company will complete the review in a timely manner, and avoid incorrect diagnosis, or changes to covered diagnosis.

When insurance companies, like trupanion, change a diagnosis, it makes it extremely difficult to get reimbursement for a covered issue as the customer does not know if they should put the initial diagnosis or the changed one. Whatever trupanion decided to call dental disease/broken teeth/fracture diagnosis, is a covered condition for my dog. In review of my policy with them, their policy does not state anything not covering conditions due to timing restrictions, which was falsely reported to me.

I have reached out to the independent reviewer to start the appeal process. I hope BBB is willing to continue following this case.
Customer response
03/15/2024

Complaint: 21365733

I am rejecting this response because:
I asked the company to provide a list of ******'s conditions and deductible amount either remaining or met (email from trupanion attached below). They provided the list , which does not reflect the condition and deductible amounts provided from my account on the website. You can see claims from website showing periodontal/dental disease with my deductible met in 2020 and broken tooth met in 2023 and abscess still having $325 remaining on my deductible.
An independent vet review will not fix a major problem with the company's ability to track claim amounts associated with specific diagnosis.
I am asking the company cover costs for surgery in 2024 on a condition (dental disease/broken tooth) that met its deductible.

Sincerely,

***************************
Business response
03/22/2024
Date: 3/22/2024
BBB Case ID # ********
Policy # TU0003654257
Complainant: ***************************

Trupanion has received the further concerns presented by ****************** and were glad to provide additional information here. Our team has thoroughly reviewed her claim and confirmed it was correctly adjudicated based on the information below. We have also been in touch with ****************** directly to provide a full breakdown of her claims history as requested.

Our plan includes an optional deductible that applies per-condition for the lifetime of the condition. Once that deductible is met for a condition, we can cover related treatments without any payout caps or limits. We will always refer to a pets medical records from their treating veterinarian and our plan terms to determine if treatments are related to an ongoing condition.

According to our plan terms, a condition that arises from physical damage caused by a traumatic incident unrelated to an underlying disease process is an injury. Since each injury is separate and unrelated to one another, a new deductible will apply to treatment costs resulting from each individual incident. Further information about injuries can be found in section 10.K of our plan under Definitions.

Dental fractures and broken teeth are typically due to trauma and are considered an injury under our plan unless a pets medical records indicate otherwise. Each individual incident of dental fracture is therefore subject to a unique deductible. Because Ms. ******** claim is for a new dental fracture, and because her pets medical records do not support that the fracture is due to an underlying disease process or other ongoing condition, a new deductible must apply in accordance with our plan terms. We are therefore unable to honor the desired settlement here.

While we understand this may not be the outcome ****************** hoped for, we believe this matter is resolved. If she has questions or would like to further discuss her pets coverage, we ask that she please contact us directly by phone or chat. Were available to help 24/7.

Take care,
The Trupanion Team
*************

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Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Customer response

Business response

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