Trupanion

Complaint: ***I am rejecting this response because: there is nothing to discuss I was lied to when I purchased the insurance I was told in clear language that any and all accidents were covered and in fact, they are not It is also the first line of the agreement, "All accidents are covered." Due to the very liberal termonolgy that I was given after the fact, it's up to the discretion of Trupainion to determine what is and what is not considered an "injury." My dog was injured, I have video and witness accounts as well as a police report I was told that in order for Trupanion to "maybe" cover it, I would incur upwards of $more worth of services (that aren't covered) as well as another two to three week delay while it's "under review." Unacceptable and not at all what I was told when I paid the $registration fee The supervisor that I spoke to is one that I have already spoken to and I have a message on my voicemail stating, "since there was no dollar amount refund discussed, we feel that the three dollar refund is sufficient." I will consider this matter closed upon full receipt of the $refund, anything less than a full refund is not only theft it's outright fraud Sincerely,*** ***

May 16th, We received the complaint filed by Ms*** and reviewed her concerns regarding the outcome of *** recent treatment for Protein Losing EnteropathyBased on the information we received from *** veterinarian we were unable to contribute to this particular visit
Ms*** spoke with a care specialist on 4/3/to discuss options after the claim for *** was deniedThe specialist advised on the appeals process and clarification we would need from *** veterinarian to re-as the claimWe received clarification from her veterinarian on 04/21/ We completed the secondary review for coverage of protein losing enteropathyUpon review of the records and the appeal letter provided by your veterinarian we have found the claim remains ineligible for coverage Clinical signs and lab abnormalities consistent with protein-losing enteropathy/hypoproteinemia predate policy coverageWhile the cPl was also abnormal, the cPl returns to and symptoms persistThe hypoproteinemia that predates coverage is treated with a plasma transfusion, temporarily elevating the serum proteins before they drop againThe symptoms remained persistentAs the condition claimed is supported as a continuum of the symptoms first manifesting prior to policy coverage, there can be no coverage extended for this claim We were able to connect Ms*** with our appeal manager on May 10th and again on May 12th to get a better understanding of the outcome of *** claimsWe have come to a mutual understanding of why we were unable to cover the treatment for *** PLE (Protein Losing Enteropathy)We are not able to extend coverage for this condition or anything medically related to itShould any new conditions arise that are unrelated to the PLE we will be able to review for coverage We believe that we have settled Ms***’s complaint, as she requested, and we feel this matter has been resolvedWe encourage Ms*** to please reach out to us directly if she has any additional questionsWe can be reached anytime, 24/at Sincerely, Sarah - Trupanion

Complaint: ***I am rejecting this response because:
Unfortunately, Kesa’s response is simply not true. While reviewing her responses to other customers on Revdex.com’s website, she has a history of blaming Trupanion’s customers for their “misunderstandings” and denying flat out lies that came from her and her colleagues. We are both smart people and there was no confusion about which policy we contacted Trupanion about. We acted upon the information that Trupanion provided us, and now they won’t stand by their word. This is very concerning for an insurance company and I wouldn’t recommend them to anyone who values their pet’s health
Sincerely,*** ***

Date: 7/6/
Revdex.com case # ***
Policy # ***
Complainant: *** *** ***
We have received the rejection of our response filed by Mr*** and want him to know that we have reviewed his claim concerns using all avenues available to find resolutionWe are unable to honor his request for a full refund as we have provided the service of insurance for the pets he had enrolled with TrupanionHe received the same information from his Department of Insurance complaint as well
We are unable to cover the costs associated with his pet, *** conditions as the signs/symptoms were determined to be pre-existing to the policy coverage becoming effective and we cannot cover costs incurred by a pet owner when the policy does not cover those costs
Mr*** is asserting that he never received his email policy documents when he enrolled, however he did received the claim outcome emails for his claims and other email correspondence we have sent him, we are unable to determine how this would happenWe recommend that he check his email for the date that he enrolled to see if he can find the original documents that were sentOur system shows they were sent to him upon enrollment on 4/6/at 4:02:05PM Pacific TimeOur website at Trupanion.com also has a sample copy of the policy for reference and we are available 24/by phone as well as by email if Mr*** needed to obtain those documents again
Mr*** is asserting that he had no prior knowledge of the cracked teeth that his pet had until the dental cleaning was performed on 5/26/We understand that may have been the case, however, this does not have any bearing on whether the cracked teeth would be eligibleThe issue with eligibility of the cracked teeth is that the pet was noted to have dental disease in November of The Trupanion policy does not cover any endodontic treatments or extractions if the pet has any signs of dental disease pre-policy or during the waiting periodsThe dental issues were deemed ineligible for coverage as the date on the invoice for treatment of this condition was 5/26/and was over a year after the dental disease was noted, which makes it pre-existing to the policy coverage
Trupanion is currently working on an appeal (secondary review) of the claim for the dental issues and we show that an email was sent on 6/7/to advise him that the claim has been received and openedThis is the most up to date information available and Mr*** will get an email to advise him of the outcome once the claim has been finalized
Mr*** is in disagreement with the coverage that the Trupanion policy offers and the wording that the policy usesWe understand his concerns around his particular experience, however we are also being fair to all policyholders by using the same policy and guidelines for coverage for all the pets that we provide insurance coverageWe feel that we have made efforts to explain to Mr*** why his claims were ineligible and have reached an impasse as we are unable to provide the resolution that he is requesting
We do wish Mr*** and his pets the best
Sincerely,
Amber S- Trupanion
1-888-733-

Date: 3/10/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted]
Trupanion has received Mr. [redacted] concerns regarding his most recent claim. We have completed a secondary review of this claim and found that we were able to apply the charges on this invoice to a...

previously fulfilled deductible for an ongoing medical condition. The eligible portion reimbursed at 90% is $140.26 and we’re happy to say this was Mr. [redacted] desired settlement regarding this complaint. We have been in contact to advise him of the outcome of the secondary review.
We’re happy to get this remedied for Mr. [redacted] and apologize for an inconvenience this may have caused. We hope that his dog is feeling much better! At this time, we believe this matter to be resolved. We thank Mr. [redacted] for bringing this matter to our attention and we would encourage him to please give us a call if he has any further questions. We can be reached anytime, 24/7 at 855.210.8746.
Sincerely,
Kesa – Trupanion

Date: 8/10/16 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received the complaint from [redacted] in regard to the cancellation request. Per Mr. [redacted]’s request, we will not reach out to him to discuss the matter further. We apologize about...

any inconvenience the cancellation process may have caused. After review of the policy, we show that the date of the original request for cancellation on 7/29/2016 was honored and no further payments will process. We believe there may have been a miscommunication in regard to the cancellation process as the phone calls mentioned in the complaint were automated calls regarding past due payments. The policy did remain active while we attempted to allow Mr. [redacted] the opportunity to bring his account current. The policy cancellation was finalized the same day his complaint was sent and will result in no further payments on the account. Trupanion has emailed and mailed confirmation of this cancellation request. Trupanion believes this matter has now been resolved and await a response from Mr. [redacted] as to his satisfaction in this matter. Sincerely, Kesa – Trupanion (855)210-8746

Date 11/05/2015Revdex.com case # [redacted]Policy #[redacted]Owner: [redacted]
Pet: “[redacted]”
Ms. [redacted]’s concerns are in regards to being misled upon enrollment, however, our records indicate that her policy was enrolled online and not via telephone. We searched our incoming phone records and we did not receive any calls from you from the numbers in our records during the month of April (enrollment month).  We cannot approve her request for a couple of reasons – we are not able to corroborate her account of the discussion at enrollment and we’ve received a confirmation that the metal hardware from the first break contributed to the second break. Regardless, we are saddened about the situation and wish [redacted] and [redacted] the best. Sincerely Angela – Trupanion
p.s. Ms. [redacted]’s actual phone numbers were not included because of the Revdex.com requirement to omit any personal identifying information.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me pending an appeal of an initial claim ruling.  Account will remain open or be canceled based on the outcome of said appeal.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:You did not allow me to choose what third-party I would be most comfortable with. The email sent on March 3 was sent to the wrong email As stated in the email sent by trupanion on 5/19.  I never agreed to a third-party   Select it's solely by Trupanion!  I states before, I request a full refund of $6800Sincerely,[redacted]

Date: 6/8/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant:  [redacted]
We received the rejection to our response from Ms. [redacted] and hope to help her understand that she has exhausted all of her options to have her claim re-reviewed. The Independent Third Party Review (ITPV) process is the third and final review that Trupanion offers and the decision made by the ITPV specialist is binding on Trupanion. This information is stated in the policy document that was sent to Ms. [redacted] when she enrolled her pets.
In my previous reply I have explained how the diagnosis of Invertebrate Disk Disease (IVDD) was made by the treating veterinarian upon the initial injury. The second injury is also an injury of the spinal column which implicates IVDD as a contributing factor since it is a degenerative disease process. 
Ms. [redacted] is disputing the expertise of the specialist and I wish to explain that the specialists chosen to review the claims for the ITPV are chosen based on their expertise in the area of veterinary medicine that is in question. These specialists are not employed by or affiliated with Trupanion and are only compensated for the time they take to review these cases. The qualifications of this specialist were sent to Ms. [redacted] along with the detailed report of their findings. We want these reviews to be unbiased which is why the veterinarians involved in the pet’s actual treatment are not involved in this review process. The second review process (the appeal process) does allow the treating veterinarian to provide information and/or clarification on the condition and if the owner is unsatisfied with that outcome, we would then initiate the ITPV process as a third and final review. All of the re-review options have now been exhausted and the decision made by the ITPV specialist that this claim cannot be overturned will be upheld. For this reason we are unable to honor Ms. [redacted]’s request for reimbursement for this claim.
We did reach out to Ms. [redacted] on 3/3/2016 by email as we were advised that she wished to discuss the outcome of the second review (the appeal) with us. She was advised of the ITPV process and that it was a final and binding review. We were most recently contacted again on 5/19/2016 when we received the Revdex.com complaint.
We realize that this claim outcome has been unfavorable for Ms. [redacted], however Trupanion must adjudicate claims based on the policy and that has been done in her case. We wish her and her pets the best but we are unable to extend coverage for this claim.
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Date: 2/15/2017
Revdex.com case ID #[redacted]
Policy # [redacted]
Complainant: [redacted]
Trupanion has received the concerns presented by Ms. [redacted] to the Revdex.com. While we understand this isn’t the claim outcome she was hoping for, the Trupanion policy reviews claims based on the medical records...

received from the pet’s veterinarian directly. If a condition is showing symptoms or has been diagnosed prior to enrollment or during the waiting period, the condition would become pre-existing and ineligible for coverage. We have been in contact with Ms. [redacted] to help clarify and address any concerns she may have.
Upon review of Ms. [redacted] claims, it was found that the manifestation of allergy symptoms presented themselves prior to enrollment and during the initial waiting periods.
Per Ms. [redacted] request, the claim was sent off for a secondary review by an independent third party dermatology specialist, Joy B[redacted], DVM, MRCVS, DACVD. The specialist’s findings were consistent with Trupanion’s outcome of the claim for allergies and upheld the ineligibility.
“E) Summary and Claim decision:
Unfortunately, I must conclude that signs compatible with canine atopic dermatitis and canine adverse food reaction (they can look identical) were present at enrollment and during the waiting period. Therefore, according to the rules of coverage, atopic dermatitis/canine adverse food reaction must be considered pre-existing and claim denial is upheld for this condition…”
We understand that this time frame in which the symptoms presented are unfortunate. We are unable to honor Ms. [redacted] desired settlement to retroactively backdate the cancellation to October. In review of the policy on October 28th 2016, she spoke with our claims department and opted to keep her policy active to proceed with the independent third party review. The earliest written request for cancellation was dated 1/25/2017. As Ms. [redacted] has opted for cancellation, we have cancelled the policy effective 1/25/2017 and a pro-rated refund of $85.00 has been returned back to the payment method on file.
We always encourage Ms. [redacted] to please give us a call if she should wish to discuss further. We can be reached anytime at 855.210.8746.
Sincerely,
Kesa- Trupanion

Hi [redacted], 
Thank you for your message. [redacted] should have received a letter from us regarding your DOI complaint and this complaint regarding your rates. Please refer to the letter we sent you for details on your rate. You are always welcome to request the approved filing from CA using the tracking number we sent. California DOI approves our rates and they do not allow us to cap our rates. 
 
Thanks

Date: 7/6/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted]Trupanion has received the complaint filed by Mr. [redacted] in regards to his recent claim submission. We’ve been in contact with him to help address his concerns. A thorough review of Mr. [redacted]’s claims have been...

completed and Trupanion has processed the claim correctly according to the policy coverage, exclusions and optional deductible chosen by Mr. [redacted].
The invoice dated 6/24/2017 was in the total amount of $745.85. The Trupanion policy excludes the consultation fee ($185.00) and the deductible of his choice ($600.00). As these items that are not reimbursable, it resulted in no payout on the recent claim #[redacted]. We are unable to honor Mr. [redacted]’s desired settlement to reimburse beyond what the policy covers. We have been in contact and he has opted to cancel his Trupanion policy effective 6/29/2017. We encourage Mr. [redacted] to please give us a call if he should have any further questions, we are happy to help and can be reached anytime, 24/7 at 855.210.8746.
Thank you,Kesa – Trupanion

Date: 12/21/2016 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted]. [redacted] Trupanion has received the complaint filed by Mr. [redacted] regarding the cancellation of account number [redacted]. We have spoken with [redacted] to provide clarification about his concerns. The [redacted]...

family had two separate policies enrolled with Trupanion. The first policy number [redacted] was activated on April 10th, 2016 in [redacted]hew [redacted]’s name only. The second policy number [redacted] was activated for a separate cat on August 22nd, 2016 in [redacted]’s name only. [redacted]’s policy, [redacted] was activated as a thirty day certificate that had an automatic expiration date of 9/23/2016 if not continued. We believe the confusion may have started when she had called on October 4th, 2016 to confirm her policy had been cancelled. We did confirm that policy number [redacted], in [redacted]’s name, had not been continued and automatically expired after the 30 day coverage period. Trupanion has reviewed the conversation with our representative on October 4th, 2016 and unfortunately there was no mention of having multiple policies. Furthermore, [redacted] would not have been authorized to cancel [redacted]’s policy, [redacted] on October 4th, 2016 as she was not named as an authorized policy holder to make changes.
As the first cancellation request from [redacted] for his policy, [redacted] came in on 12/14/16, we have honored that date for cancellation and emailed a confirmation of cancellation to the email address on file and he should also expect a pro-rated refund of $19.57 to be mailed in the form of a check to the address on file.
While we understand this may have been confusing as Mr. and Ms. [redacted] had two separate policies in place, we must follow the guidelines outlined in our policy. We have discussed the situation further with [redacted] to help resolve his concerns. We encourage them to reach out to us with any further questions about the events that occurred and we believe this matter to be resolved.
Sincerely,
Kesa - Trupanion

Date: 6/17/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant: [redacted]
We have received the complaint filed by Mr. [redacted] and understand the concerns that have been presented. We are also reviewing the complaint Mr. [redacted] filed with the Department of...

Insurance as well. Since the complaint with the Department of Insurance is still under review we are able to advise Mr. [redacted] with the facts of the situation and once the Department of Insurance complaint has been reviewed we can address his concerns further should he need additional information.
Mr. [redacted] submitted information that was opened as claim [redacted] including an invoice from Studio City Animal Hospital dated 5/26/16 and claimed conditions are noted as dental disease and eyelid growth. The invoice submitted pertains to surgery, extractions and medications.
Records from Studio City Animal Hospital note within the policy illness waiting period on 4/22/16 "lower eyelid growth left eye" and prior to enrollment on 8/6/15 "dental disease". Pet presented on 5/26/16 for dental with extractions and removal of eyelid growth left eye.
The claim was processed based on the information provided in the pet’s medical records and found to be ineligible for coverage because the onset of eyelid growth was within illness waiting period and the onset of dental disease is pre-policy.
Trupanion policy sections that support the decision that this claim was inelgible:
9.A.I Illnesses that occur or reoccur within the 30 days following the policy enrollment date are deemed pre-existing conditions and not eligible for coverage.
7.C.I Endodontic treatments and extractions will not be covered if your pet has any signs of dental disease prior to the policy enrollment date or during the waiting periods.
9.B.I Illnesses or injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the policy enrollment date
While reviewing this claim it appears that a portion of the claim pertaining to an extraction of a fractured tooth could potentially be eligible, however complete pre-policy history is not on file. The claim has been opened as an appeal (secondary review) and is pending records and clarification from the veterinarian. Records and breakdown of the charges on invoice have also been requested from the clinic.
Once the Appeal (secondary review) is completed, the decision letter will be sent to Mr. [redacted] advising him on the outcome of the re-review of this claim.
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Date: 11/30/2016 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received the complaint filed by Mr. [redacted] in regards to his most recent claims for [redacted]. He has been in contact with one of our supervisors to discuss his claim concerns. While we understand this isn’t...

the claim outcome that Mr. [redacted] had hoped for, the industry is highly regulated and we must adjudicate all claims based on the policy verbiage as well as the medical records received directly from the veterinarian.
Mr. [redacted] is correct that the Trupanion policy reads in Section 9. B. PRE-EXISTING CONDITIONS: I. Illnesses or injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the policy enrollment date. Mr. [redacted] enrolled [redacted] in the Trupanion policy on 4/30/2014. Trupanion received medical records from [redacted]’ veterinarian that stated prior to enrollment [redacted] was noted to have stertorous breathing and stenotic nares which are consistent with brachycephalic airway syndrome. Post policy medical records note that the brachycephalic airway syndrome contributed to the hiatal hernia due to increased upper airway resistance. Brachycephalic airway syndrome typically involves one or more of the following airway abnormalities: elongated soft palate, stenotic nares, everted laryngeal saccules, and sometimes narrow trachea and laryngeal collapse or paralysis.
Upon review of [redacted]’ medical records the following clinical signs which appear consistent with the claimed condition are noted pre policy: From Northwest Veterinary Hospital: • 4/23/14: “minimal stertor; mild stenotic nares...” Post policy, the following notations also appear to be related to the claimed condition: From Northwest Veterinary Hospital: • 12/5/14: “ever since puppy, 11 months? [redacted] has been regurgitating food/liquids at least once a day…Occ [occasionally] has some actual foamy, white secretions that he brings up without food…elongated soft palate with audible stertor and upper airway noise. Stenotic nares; occasional hacking or gagging in room…GI [gastrointestinal]: signs are reported as regurgitation; chronic, non-progressive, months duration…Assessment: regurgitation. Differential diagnosis: esophageal dysfunction/motility defect, PRAA, hiatal hernia? Stricture of esophagus, etc. Brachycephalic syndrome: elongated soft palate and stenotic nares” • 12/10/14: “History: chronic, months (ever since young puppy) of regurgitation…also has brachycephalic airway signs (elongated palate, stenotic nares, etc)…referred upper airway noise/stertor…Assessment: regurgitation due to esophageal disease; megaesophagus? PRAA?...suspect mild bilateral pneumonia” From Seattle Veterinary Specialists: • 1/13/15: “A video xray stud today found that [redacted] has a hiatal hernia where the stomach slips in front of the diaphragm leading to regurgitation. This is most often found in dogs with compromised upper airway flow…Diagnosis: sliding hiatal hernia. Suspected elongated soft palate” • 1/14/15: “presented for further evaluation of chronic regurgitation. The owner has seen regurgitation since he was a puppy and it is getting worse…sterterous breathing present” • 1/15/15: “…The chronic regurgitation is suspected to be due to the hiatal hernia. [redacted] likely has secondary esophagitis which can exacerbate the regurgitation…The brachycephalic airway syndrome (elongated soft palate and possible everted saccules) do contribute to the hiatal hernia due to increased upper airway resistance. We would recommend repairing those changes at the time of surgery” • 1/28/15: “…chronic regurgitation and brachycephalic airway syndrome…[redacted] had a sedated airway exam today which revealed an elongated soft palate and bilateral everted saccules…staphylectomy and bilateral laryngeal sacculectomy performed…esophageal hiatus herniorrhaphy also performed” From Northwest Veterinary Hospital: • 1/15/15: “DX [diagnosis] of brachycephalic syndrome (elongated soft palate, nares stenosis and possible everted saccules)” • 4/21/15: “significant brachy upper airway stertor despite recent palate resection and rhinoplasty…brachycephalic airway syndrome” • 7/21/15: “did have soft palate resection and bilateral sacculectomy at time of GI surgery…excessive resp noise/stridor seems very hit or miss per owner, worse when > 70 degrees, but not observed every day when it is hot. Disc [discussed] possible tx [treatment] with cortisone given orally to decreased swelling/edema of soft tissues of pharynx” • 12/9/15: “some brachyceph [brachycephalic] noise/stertor” From Companion Animal Clinic: • 8/22/16: “Surgery: Soft palate resection, tonsillectomy…oral exam performed with large, everted and flaccid tonsils present bilateral. There is obvious everted/edematous laryngeal saccules protruding from ventral lumen of trachea…when you reflect the soft palate, there is a large formation of scar tissue that is positioned in the retropharyngeal region. When the tissue is exposed, it appears to become entrapped in the epiglottis and tracheal opening. This is considered an abnormal healing of the soft palate” As these signs were documented prior to enrollment and noted to reoccur post policy, there can be no further coverage for this condition. Per Mr. [redacted] request, Trupanion has sent these claims to an independent third-party veterinarian, Dr. H[redacted] BVSc, FRCVS, DipACVS, DipAVDC for an objective final review. After his thorough review of the claimed condition and medical records, Dr. H[redacted] agreed with the claim decision reached by Trupanion. Dr. H[redacted] advised: “Recommendation: Claim denied. This decision is based on the evidence for brachycephalic conformational abnormality and clinical signs being present prior to start of insurance coverage.” While we are unable to honor Mr. [redacted] desired settlement by removing all exclusions from his policy, we will not require Mr. [redacted] to reimburse us for the earlier claim payments and are pleased to confirm that we will settle this claim, however, please be aware that we will be unable to pay claims relating to the hiatal hernia/brachycephalic airway syndrome in the future. While the brachycephalic airway syndrome and any associated conditions have been deemed ineligible, this does not hinder [redacted]’ coverage for future unrelated medical conditions or new accidents going forward.
We encourage Mr. [redacted] to reach out to us if he has any further questions as we are happy to help within our policy guidelines. We can be reached anytime at 855.210.8746.
Sincerely, Kesa - Trupanion

Policy #[redacted] and [redacted]Pet:  [redacted]Enrollment Date: 07/02/2010Upon receipt of Ms. [redacted] Revdex.com complaint, a review of her policy was done to determine the nature of her concern. Ms. [redacted] 13 year old mixed breed female canine, [redacted],...

was enrolled with Trupanion on 07/02/2010. A claim was submitted for “Lumps” for the date of service as 02/05/15 under claim #[redacted]. Within this claim, there appears to be 5 different masses: one lipoma on the chest, one on the left hind leg, a dermatofibroma on right front leg, apocrine cyst right front leg, and a hamartoma on the right rear leg. As all the masses are different, they are completely different conditions. We have biopsy results to confirm that those are all different conditions; as such Trupanion is unable to apply these conditions under one deductible.Our deductibles are “per medical condition” meaning that for each new medical condition, a new deductible is applied. This information can be found under section 9.f of our policy:9.f: Deductible- the monetary amount that you pay for each condition. Once the deductible is met for a specific condition, the policy will then pay out for all future losses subject to all other terms and conditions. Trupanion representatives have discussed our deductible application over the phone with the policy holders and discussed the option of appeal.  An Appeal was initiated by Trupanion who reached out to the veterinarian and left a message.  Policy holder [redacted] called into Trupanion on 05/20/15 and advised that she would follow up with her veterinarian regarding an appeal. At this time, an appeal has not been started. Trupanion offers a variety of deductible options ranging from $0-$1000. Ms. [redacted] chose the $400 deductible range for pet [redacted]. She is able to change her deductible for future, unrelated conditions should she wish to do so. We thank Ms. [redacted] for her feedback and wish her and [redacted] the best in future. Sincerely, [redacted] –Trupanion[redacted]

Date: 1/27/2017 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received the complaint from Mr. [redacted] regarding our advertisements discussing our veterinarian direct pay option. We have been in contact with Mr. [redacted] by phone to address his concerns and...

feel that we were successful in doing so.
In the industry, Trupanion is very proud to offer the veterinarian direct pay option through our unique software. If the veterinarian should wish and has software that is compatible, we can install a program that allows for direct pay in a matter of minutes. We also have the option of direct deposit and/or check reimbursement to the veterinarian or the pet owner directly. As Trupanion allows their policyholders to visit any licensed veterinarian in the US, Canada and Puerto Rico, we don’t have a list of specific veterinarians that offer this option. The veterinarians can choose how they would like payment to be completed.
We know that Mr. [redacted]’s kitty Waldoff is going through some diagnostic testing this week and we wish the best for him and hope that all is well. We encourage Mr. [redacted] to please reach out to us if there is anything else we can do to assist.
Sincerely,
Kesa – Trupanion 855.210.8746

Date: 12/9/2016 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received the second response from Ms. [redacted]’s regarding her refund request. We understand where she is coming from and we want to help. Trupanion has reached out to Ms. [redacted] in response to the second request to confirm how she would like to proceed. On December 6th, 2016, the refund in the amount of $84.20, to correct the 30 day money back guarantee has been priority shipped overnight VIA FedEx to the mailing address that we have on file. We believe the refund to have been delivered on December 7th, 2016. Trupanion has reached out and left a voicemail with Ms. [redacted]’s to make sure she did receive the refund. We will await Ms. [redacted]' response and believe this matter to be resolved. If we can be of any further assistance, please don’t hesitate to reach out to us. We can be reached any time at 855.210.8746. Sincerely, Kesa - Trupanion

Date: 8/17/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted]
Trupanion has received the rejection of our original response and appeal request from Ms. [redacted] regarding her recent claim for degenerative joint disease, as well as the letters from her veterinarian. Trupanion has opened a secondary review of her claim and upon that review the claim remains ineligible. The below explanation was sent to the owner from one of our staff veterinarians, Dr. Sarah N[redacted]:
“Upon review of the records and the information you provided I have found that we are unable to extend coverage for the treatment of hind leg lameness. [redacted] was noted to be on a joint supplement, aspirin and fish oil in April 2015. Also, he was noted to have crepitus in both stifles in August 2015. He was found to have crepitus in both stifles in the current claim and was diagnosed with degenerative joint disease (osteoarthritis) in his stifles on radiographs. We do not determine if a condition is pre-existing based on the date of diagnosis. Our policy specifically states that if any illness for which signs or evidence of their potential manifestation existed within 18 months prior to enrollment or during the 30 days after enrollment that it is considered pre-existing.”
We understand this isn’t the claim outcome that Ms. [redacted] has hoped for. We encourage her to please give us a call if she should wish to discuss this claim outcome further. We’re here for her 24/7 at 855.210.8746.
Sincerely,
Kesa