Trupanion

Date: 7/19/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant:  [redacted]
 
We have received the complaint filed by Mr. [redacted] and have review his concerns presented here. We have been in contact with him and are currently waiting for him to advise us on how he...

wishes to proceed with his concerns.
Mr. [redacted]’s pet, [redacted], an 11 year old mixed breed dog had presented at the vet for limping in an unlocalised limb pre-policy on March 24, 2016. On March 26, 2016 [redacted] started a Trupanion policy. Because the Trupanion policy does not cover conditions that showed signs/symptoms before the policy coverage becomes effective, we were unable to extend coverage for the visit on May 16, 2016 where the pet was again seen for limping, falling/tripping occasionally.
Trupanion reviewed this claim on an initial review and again on a secondary review (Appeal) and the original decision that this claim is ineligible as it is pre-existing to the policy stands.
These notes from the pet’s medical records show that there is a history of this issue that began pre-policy and has seemed to continue:
“From Banfield Pet Hospital-La Cienega:
• 01/04/16: O[wner] states that pet has lost some energy.
From Beverly Oaks Animal Hospital: • 3/24/2016: She does not want to walk, she has a history of lameness in unlocalized limb. Tachycardia, anorexia, lethargy, hypertensive. Recommended blood pressure, bloodwork, ECG. Owners declined all diagnostics.
Post policy, the following notations also appear to be related to the claimed condition: From Beverly Oaks Animal Hospital: • 5/16/2016: Limping/falling occasionally – no specific limb per owner. Owner’s cousin is a vet in Peru and was pet sitting and she noticed a similar incident. Radiographs reveal Lumbar IVDD.”
Upon review of the medical records and appeal letter we have found as the current limping/falling over/IVDD cannot be fully differentiated as not being related to or a manifestation of the pre-policy lameness in unlocalized limb, we remain unable to provide coverage for this claim.
Mr. [redacted] asserts that he was not told by Trupanion’s sales person that the policy does not cover pre-existing conditions, Trupanion routinely advises policyholders of the exclusion to policy coverage, Mr. [redacted] was emailed policy documents at the inception of the policy. It is the responsibility of the policyholder to review these documents to become familiar with the coverage they have purchased and to contact us if they have any questions. Exclusion of pre-existing conditions is a standard in the Pet Insurance industry.
We understand Mr. [redacted]’s concerns and are waiting to hear from him to see if he wishes to pursue this claim concern further. We wish him and [redacted] the best!
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Date: 8/7/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted]
Trupanion has received the complaint filed by Ms. [redacted] and has been in contact with her to discuss her concerns in further detail.
We understand this isn’t the claim outcome that Ms. [redacted] was hoping...

for. Trupanion reviews claims based on the policy terms and conditions in addition to the medical records received from the veterinarian.
The Trupanion policy reads in Section 9. What we do not cover 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.
Upon review of Ms. [redacted]’s claim, Trupanion has deemed the limping/degenerative joint disease pre-existing and ineligible for coverage as the first signs or symptoms of the condition were noted to be present prior to attainment of the full coverage. Ms. [redacted] enrolled her dog in the Trupanion policy on 2/21/2016. Noted in the medical records:
From the Animal Hospital of Lynnfield:
• 4/13/15: “takes aspirin, fish oil and glucosamine…decreased hip ROM [range of motion]”
• 8/11/15: “O knows that he has hip dysplasia – O gives him glucosamine supplements for this…slight arthritis in left hip & knee – he still gets around fine…mild crepitus palpated in both hips and stifles”
Post policy, the following notations also appear to be related to the claimed condition:
From Woburn Animal Hospital:
• 4/20/17: “[check] limping…sometimes limps after long walks…crepitus of stifles L [greater than] R…sl [decreased] ROM [Range of Motion] of hips…hind end lameness…Deramaxx”
• 4/25/17: “Meds – Deramaxx…R & L stifle – DJD [Degenerative Joint Disease] w/ L [greater than] R…suggest IA injections…NSAI…for pain…PSGAG’s for joint support…omega 3 FAs for joint support…discussed arthritis…Adequan…Deramaxx…cortisone shots…o felt Deramaxx was helping”
As signs and symptoms were documented prior to policy inception, there can be no coverage for this claimed condition. Because of this, we’re unable to honor Ms. [redacted]’s desired settlement to cover the claim and because she was paying for the service of insurance, we’re also unable to offer a full refund.
When speaking with Ms. [redacted] regarding her claim concerns, she has opted to cancel her Trupanion policy effective 7/26/2017. Trupanion believes this matter to be resolved.
Please feel free to give us a call if we can be of any further assistance. We can be reached anytime, 24/7 at 855.210.8746.
Sincerely,
Kesa

Date: 7/14/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant:  [redacted]
We have reviewed the Revdex.com complaint submitted by Ms. [redacted] in regard to her concerns. She enrolled her pets in a standard Trupanion insurance policy online on 6/30/2016 at 5:25 PM and 5:59 PM...

respectively. Standard enrollments have waiting periods before the coverage begins of 5 days for accidents and 30 days for illness.
On 7/1/2016 at approximately 1:30 AM Ms. [redacted] called our contact center and advised the representative that she had a promotional certificate (which would waive her waiting periods) that her veterinarian had provided her after her vet visit on 6/30/2016. This certificate was provided after she had already enrolled in a standard policy online.
Ms. [redacted] was advised by our agent that she would reach out to a manager to see if we could add the promotional code to her policy and would follow up to advise her. On 7/1/2016 at approximately 5PM Ms. [redacted] called back to follow up on her request. She was informed at that time that because she had already signed up for a standard policy and she was not given the promotional certificate prior to enrolling, but had obtained it after she enrolled, she would not be able to use the promotional certificate. Ms. [redacted] then requested to cancel her policy and re-enroll with the certificate instead. We advised her that we are unable to honor the promotional code as it requires activation within 24 hours of her veterinary exam and since it was already outside that time frame it would no longer be valid. Aside from that, the purpose of the promotional certificates is to expose people to the benefits of pet insurance and since Ms. [redacted] had already signed up for the policy coverage, the certificate is not applicable. We must be fair to all policyholders and cannot make exceptions in regard to this matter.
Trupanion’s sales manager has reached out to Ms. [redacted] by phone and by email to discuss this matter further and Ms. [redacted]’s only reply was via email to request cancellation. We can certainly honor her request to cancel her policy and issue a full refund as she is requesting cancellation within the first 30 days. We would prefer to discuss this situation with her prior to her cancellation as we feel there is a great value to keeping her pets covered and we would like the opportunity to discuss this with her so that she can have a better understanding of the situation. We understand that Ms. [redacted] was upset that the email was addressed to the wrong name and that was an honest mistake for which we extend our apologies. If Ms. [redacted] indeed wants to cancel her policy we will certainly honor her cancellation request.
We apologize for Ms. [redacted]’s experience and wish her and her pets the very best!
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Date: 5/12/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant:  [redacted]
We have reviewed the Revdex.com complaint submitted by Ms. [redacted] in regard to her dog’s Cranial Cruciate Ligament (CCL) injury that was unable to be covered by her Trupanion policy and the concerns she...

has expressed for the refund she received when she cancelled her policy. We were contacted by Ms. [redacted] about this situation by phone on May 3rd when she requested to discuss her concerns with a supervisor. No one was available at that time and we advised her that she would get a call back the next morning. We have made efforts to reach her via phone twice on May 4th and again by email on May 9th. We would like the opportunity to discuss this matter with her further and see if we can help her understand why the claim was adjudicated and found to be ineligible.
We would encourage Ms. [redacted] to contact us to have a discussion about the claim outcome. The claim specialist left a voice message as well as emailed direct contact information so that Ms. [redacted] can contact her directly.
 
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Complaint: [redacted]I am rejecting this response because: 
 I received your letter June 21, 2016 letter today pertaining to my request for a REFUND of two months of premiums and initiation fee from TRUPANION PET INSURANCE policy [redacted]. I would like to file and post the following reply.
1.         Trupanion states that the exclusions for my pets were indicated in the polciy. However, I was never supplied an actual policy outlining those exclusions at the time I spoke to the sales person. 2.         Secondly, there was no previous knowledge of the cracked teeth until my pet underwent a dental cleaning… all of these items are covered. TRUPANION DID NOT PROVIDED ANY OF THIS INFORMATION AND HAS SUCH A BROAD                         DEFINITION OF WHAT THEY REFER TO        AS “PRE EXISTING” CONDITIONS - THAT NO ITEM WILL EVER BE COVERED.   3.         Trupanion states that they are reviewing the claim again and that the tooth extractions or at least one of them might be covered. NO CORRESPONDENCE HAS BEEN SENT TO ME REGARDING REOPENING THIS CLAIM.
             I think that the the Trupanion should review the pet records and set what items would be excluded from a given policy in advance. The company could have the pets vet certify such conditions in advance. Then the consumer would                            have the option to purchase the insurance. What exists now, is Trupanion requires you to pay premiums and then reserves the right, using very broad and sweeping definitions, to exclude almost all claims.     
 
            I don’t consider at Pet dental cleaning as an existing definition of dental disease. Almost all pets have their teeth cleaned, nails trimmed, have small growths on their skin… 
            Trupanion takes these normal conditions and connects them at will to any condition the pet might have in the future in order to deny a claim. TO RESOLVE THIS ISSUE.REFUND THE PREMIUM PAID FOR MY THREE PETS (IT’S ONLY TWO MONTHS) AND SET UP FEE - $507.92 (I have cancelled the policy to avoid future charges. )Sincerely,[redacted]

May 17th, 2017
We received the complaint filed by Ms. [redacted] and reviewed her concerns about her refund after cancelling her medical insurance policy for her pet.
We talked to Ms. [redacted] and finalized the cancellation on 11/03/2016. A prorated refund of the unused portion of her premium was...

returned to her bank account. This refund failed and our billing system did not notify us of this error.
After researching this Revdex.com complaint that was filed on 05/08/2017 we discovered the error in regards to the missing refund.
We reached out to Ms. [redacted] on 5/17/2017 to apologize and to advise this was the first we had heard of this issue and were eager to refund her the amount she was owed. We confirmed her address and let her know we would be sending her check by express mail. She should receive this check tomorrow (5/18/2017).

We believe that we have settled Ms. [redacted]’s complaint, as she requested and we feel this matter has been resolved. We apologize for any inconvenience this has caused her and encourage her to give us a call with any additional questions or concerns.
We can be reached anytime, 24/7 at 855.210.8746.
Sincerely,
Sarah - Trupanion

Complaint: [redacted]I am rejecting this response because:
I had previously filed a complaint under [redacted] on November 18th with the Revdex.com that this company did not refund my money as they promised. And, as of this writing, I have no check from them. I had multiple emails from them, one dated November 22nd, text of which as follows, 11/22/2016 [redacted] [redacted]?? [redacted]? Policy: [redacted] Dear [redacted], Per your request, this letter confirms that your policy for Martini was cancelled effective on 08/24/2016. Your refund of $117.00 will be mailed to your above noted address separately. If you have questions or think this information is incorrect, please contact us at 888.733.2685. Sincerely, The Trupanion Team 888.733.2685" I also spoke with Kesa at Trupanion last week who said they mailed the check, but, as of now, I have no check. My issue is not yet resolved.Sincerely,[redacted]

Date: 12/17/2015
Revdex.com case # [redacted]
Policy #[redacted]
Complainant: [redacted]
We have reviewed the Revdex.com complaint from [redacted] in regard to the policy rate change. We spoke with the other policy holder [redacted] 12/15/2015 and explained how and why rates can change....

The fact that rates can change is also detailed in the policy documents that are sent out to each policyholder at the time of enrollment.
This policy is issued in the state of California, our rates are approved by the Board of Insurance in California. To be approved in California, the Board of Insurance must determine our rates are fair and not excessive or arbitrary. One part of our policy that California did not approve is our self- imposed rate cap. Since there isn’t a rate cap in California we have added an amendment to the policy in the state of California.
Even without the rate cap our policy is still valuable and you are getting 90% coverage on eligible conditions without any caps or limits on the coverage. We reimburse on the actual veterinary bill, and do not use a schedule of benefits to determine coverage. We want to continue to offer 90% coverage, so we must adjust the premiums to provide the coverage without any limits on the dollar amount we can reimburse.
We adjust premiums for many reasons, a few examples are breed, sex, age at enrollment, and zip code. This information that was provided to [redacted] on 12/15/2015. There is no additional information that we can provide to her in regard to the rate change.
Our customers can change the deductible to adjust the monthly premium. The only way to lower the monthly premium is to take on a higher deductible. [redacted] was advised of this option on 12/15/2015 and declined.
[redacted] requested a refund of all paid premiums, and we cannot offer this and refund her for the insurance she has already been provided.
We hope this explanation helps. We encourage [redacted] to contact us if she has any further questions or decides to explore other deductible options. We can be reached 24/7 at 1-888-733-2685.
Sincerely,
Amber S.
Trupanion
[redacted]

Date: 8/4/2017   Revdex.com case ID #[redacted]   Policy #[redacted]   Complainant: [redacted]    Trupanion has received the complaint filed by Ms. [redacted] and has been in contact with her to discuss her concerns in further detail. While we understand this isn’t the claim outcome...

that Ms. [redacted] was hoping for, we must review claims based on the policy terms and conditions in addition to the medical records received from the veterinarian.   Ms. [redacted] enrolled her pet, Blondie on 2/27/2017.   Noted in the medical history from Canyon Creek Pet Hospital on 2/26/2017:   “Mild right stifle effusion is present and there is mild osteophyte production around the joint.  Mild bilateral stifle joint osteoarthrosis with evidence of complete cranial cruciate rupture on the left.”   As osteophytes and osteoarthrosis are signs consistent with cruciate ligament disease and these signs were noted to be present in the right limb prior to enrolment this precludes coverage for this condition and complications of the condition as pre-existing under our policy.   Upon review of the enrollment call, Trupanion advised that we do not cover pre-existing conditions or anything related to any pre-existing conditions. We also advised that we recommend reviewing the policy terms and conditions that were emailed to her at the time of enrollment to fully understand how the Trupanion policy can work for her.   We are unable to honor Ms. [redacted]’s desired settlement to reimburse for the claimed condition as it was noted prior to enrollment. When discussing the claim outcome with Ms. [redacted], she had requested cancellation effective 08/2/2017. Trupanion has sent an email to Ms. [redacted] asking her to confirm this cancellation. We will await a response from her as to how she would like to proceed regarding the cancellation of her Trupanion policy. We can be reached anytime, 24/7 at 855.210.8746. Sincerely, Kesa

Trupanion has received the complaint from Ms. [redacted] regarding her cancellation refund. We apologize as the incorrect refund was issued for this cancellation request. As Ms. [redacted] enrolled her pet on 07/26/2016 and requested cancellation via email on 08/24/2016, a full refund of premiums and...

enrollment fee has now been issued to Ms. [redacted] in the form of a check. The full premiums and membership fee paid equals $117.00. In September Trupanion had previously issued Ms. [redacted] a check of $32.80. The remaining balance refunded is $84.20 and has been issued to her today. Trupanion has also sent Ms. [redacted] a new cancellation confirmation showing the correct date and refund. Trupanion has reached out to Ms. [redacted] to apologize for the inconvenience and confirm the refund correction. We believe this matter to be resolved. We will await her response as to her satisfaction. If there is anything else we can do to assist, please don’t hesitate to reach out to us. We can be reached 24/7 at 855.210.8746. Sincerely, Kesa - Trupanion

Complaint: [redacted]I am rejecting this response because:
Here is some updated Information from the policy. It clearly states that the policy monthly payment cannot no more than 20% in a year. The email that I just received has my monthly payment increasing by 135%. Attached below is the language from their policy:
 
According to your policy, it states the following:b. MONTHLY PREMIUM: Your monthly premium is found on theDeclarations Page. The premium amount is determined by thefollowing enrollment factors:(1) Age at enrollment;(2) Breed;(3) Gender;(4) Local cost of veterinary care, (i.e., by postal/zip code);(5) Therapeutic pet food discount, as applicable;(6) Deductible choice;(7) Working pet activities;(8) Rider A choice; and(9) Rider B choice.c. CHANGES TO YOUR PREMIUM: Your premium will not change dueto your pet aging or your pet’s individual claims experience. However,your monthly premium may change (up or down) during the life of thepolicy as a result of changes in the overall cost of veterinary care foryour enrollment factors. Such changes will never occur more thanonce per year and will not exceed 20%. If your premium changes, wewill notify you in writing, by regular mail or by email (to the lastaddresses made known to us), at least 30 days before your change is totake effect.
 
Thank you
 
[redacted]

Wednesday, October 28, 2015
Policy # [redacted]
Pet: [redacted]
Enrollment Date: 4/3/2015
Upon receipt of Ms. [redacted]’s Revdex.com complaint, a review of her policy was done to determine the nature of her concern.Ms. [redacted]’s 11 month old, female Chihuahua dog, [redacted],...

was enrolled with Trupanion on 4/3/2015. [redacted] had a fracture to her left front leg prior to enrollment where a plate and screw were surgically inserted to fix the leg fracture, this occurred 3/11/2015 while the dog was playing with her larger dog.
Ms. [redacted] enrolled with Trupanion on 4/3/2015 through our website. We do not have any record of a conversation with Mr. [redacted] prior to her enrollment or at all until 8/11/2015 when she called to change her payment method. On 8/20/2015 she called to inquire for coverage for [redacted]’s leg that was broken (a second time) while playing with her larger dog and she was advised that we cannot guarantee coverage over the phone, that the only way to know if it would be eligible for sure would be to file a claim or a pre-approval. Based on the notes on the policy the agent clarified this information with an internal department that handles claim questions and advised Ms. [redacted] that coverage would depend on whether this fracture was a new fracture or a complication of the prior fracture.Ms. [redacted] filed a pre-approval for the leg fracture which was not able to be completed prior to the surgery she had scheduled to amputate the leg, as there were delays in getting the pet’s complete prior medical records and radiographs that were needed to determine eligibility. Ms. [redacted] proceeded with the amputation surgery and her initial pre-approval claim for the leg fracture was completed as ineligible because the second leg fracture was seen as a complication from the original leg fracture.The outcome letter for the pre-approval details the information from [redacted]’s medical records that were used to make the decision on eligibility:
“Bone fracture (Fracture) - IneligibleUpon review of [redacted]’s claim, it appears the left front radius and ulna fractures are a complication of the fractures dated 03/11/15 as noted:
Noted prior to enrollment: From Ingle[redacted] • 3/11/15- “non-weight bearing lame LF [left front], mild to moderate soft tissue swelling proximal to the carpus…Rads: distal L radius and ulna are fractured and proximally displaced…Strongly recommend referral to orthopedic surgeon for repair. This type of fracture does not heal well with conservative treatment like splinting…Radiograph report: Case history: P [pet] presents for acute non-weight bearing lameness LF [left front]. O [owner] states that pet was playing outside this am with their larger dogs…grade 5/5 lame LF [left front], mild to moderate swelling proximal to the L [left] carpus. Findings: There is an interdigitating transverse fracture of the distal radial and ulnar as described. Recommend surgical repair given the breed involved and the type of fracture. Although no Physeal injury is noted at this time; delayed repeat radiography is recommended not only to assess fracture healing but to assess for occult trauma to the physes.
” From [redacted] of Arizona. • 3/12/15 “Presents for left R/U [radius/ulna] fracture…Assessment: Distal L [left] transverse R/U [radius/ulna] fracture. Plan: recommended open reduction and internal fixation with a bone plate for best chances of healing well…
” From [redacted] • 3/13/15
“Fx [fracture] repair set up for Tuesday” Post policy, the following clinical signs are noted to continue:
From [redacted]:
  • 8/20/15 “Patient was playing with other dog in household and owner heard a yelp about 30 minutes ago…Left forelimb-non-weight bearing with valgus deviation of distal forelimb. Assessment: left forelimb-lateral deviation of distal left forelimb-fracture…viewed radiographs with owner - informed owner that fracture appears to be in the place as previous fracture in March 2015- discussed that there also appears to be areas of bony lysis on lower (distal) part of the radius- not certain if area is where screw was seated but discussed that there appears to be no healing that has occurred between March and today- discussed that when bone heals properly a callous forms- no callous is seen…
” • 8/21/15 “Radiograph Report: Relevant History: had fracture repair in March 2015 for distal radial and ulnar fracture-was repaired at another facility. Owner stated that was playing with other dog in home late this afternoon when leg broke again. Findings: Markedly displaced, closed transverse distal left radial and ulnar fracture at distal plate screw. Conclusions: The prior fracture had healed but the distal screw hole can act as a stress riser and the plate can cause some osteopenia. Recommendations: Repair is possible with plating. Plate removal may be indicated after bony Union to reduce the risk of refracture.
” As 03/11/15 fracture is not claimable as per section 9.B.I we are unable to extend coverage for this claim.
Upon review of the records I have found that prior to enrollment, [redacted] is noted to have a fracture of the left front leg that was surgically repaired with plates and screws. She presented post policy on 8/20/15 for limping on the left front leg in which the radiograph report showed that the previous fracture had healed but that the current condition could be a complication of the previous plate/screws as the previous screw hole can act as a stress point and the plate can cause some osteopenia. Our policy is based on clinical signs. We are not able medically disconnect the current condition from the clinical signs noted prior to enrollment as it appears that [redacted]’s current condition is a complication of the fracture that occurred prior to enrollment. As such we are unable to extend coverage for this condition.”
Based Based on the information in the medical records listed above, we have determined that this issue is a complication of an injury that was pre-existing to her policy coverage and ineligible based on our policy coverage criteria. Information about this coverage exclusion can be found in our policy in section 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.” And in section: 9.D.vi: “We do not insure the costs, fees, or expenses associated with complications of or diagnostic tests for illnesses and injuries excluded or restricted by this policy.”
After this review Ms. [redacted] had an appeal of the claim started where a complete re-review of the claim was done and we came up with the same findings, the post policy leg fracture was a complication of the pre policy leg fracture because the screw used to repair the leg caused a stress point in the bone.
Based on the information in the medical records listed above, we have determined that this issue is a complication of an injury that was pre-existing to her policy coverage and ineligible based on our policy coverage criteria. Information about this coverage exclusion can be found in our policy in section 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.” And in section: 9.D.vi: “We do not insure the costs, fees, or expenses associated with complications of or diagnostic tests for illnesses and injuries excluded or restricted by this policy.”
After this review Ms. [redacted] had an appeal of the claim started where a complete re-review of the claim was done and we came up with the same findings, the post policy leg fracture was a complication of the pre policy leg fracture because the screw used to repair the leg caused a stress point in the bone.
Ms. [redacted] then elected to have the claim reviewed a third and final time through our Independent Third Party Review process. These reviews are done by a specialist in the field that they are experts in. Ms. [redacted] calls attention to the fact that the specialists are compensated for the time to review these cases. I do wish to clarify that they are not employed by Trupanion and have no reason to make a decision based on anything other than the facts of the case they are reviewing as they are paid for their time to review the case, regardless of the outcome.
Ms. [redacted] has received a fair and thorough evaluation of her claim each of the three times it was reviewed for coverage. She paid for the service of insurance coverage and this claim was not eligible under the terms and conditions of her policy with Trupanion. We are unable to refund Ms. [redacted] for the cost of the policy simply because we were unable to cover her claims related to this issue. She canceled her policy on 10/7/2015 and we issued a prorated refund for the remainder of what she had already paid for through the end of her billing period in the amount of $37.76.
We wish Ms. [redacted] and [redacted] the best in the future.
Sincerely,Angela – Trupanion[redacted]

Complaint: [redacted]I am rejecting this response because: you went through a third party that is believed to be in your pocket. Your "third party" is neither a practicing surgeon or practicing vet. They are all professors at universities. That is completely unacceptable! Why was I not able to pick my own third party from a list of [redacted]'s neurosurgeon's PRACTICING equals? You have already received several letters from Dr [redacted] informing you that there is no evidence of it being the same issue as the first surgery. In fact, he has produced and sent you evidence PROVING it is not a preexisting condition. I have read many reviews on your company, and it seems you like to claim "PREEXISTING" for quite a lot of cases using your so called third party. This is both unacceptable and negligent behavior! I am expecting payment in full! And it seems a little piculuar that you have done nothing to resolve this with me until I contacted the Revdex.comSincerely,[redacted]

Date: 2/3/2017 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received Ms. [redacted] concerns regarding her rate adjustment. We have reached out to her by phone to discuss further. We believe that we were able to address her concerns and reiterate the...

financial options going forward. We were also able to clarify many policy details to help Ms. [redacted] understand how the Trupanion policy can work for her going forward. At this time, we believe this matter to be resolved. We would encourage Ms. [redacted] to please give us a call if she has any further questions. We are happy to help and can be reached anytime, 24/7 at 855.210.8746. Thank you, Kesa – Trupanion

Ok, we will wait for your reply. 
Thanks,

Policy #[redacted]Pet:  [redacted]Enrollment Date: 10/14/14Upon receipt of Ms. [redacted]’ Revdex.com complaint, a review of her policy was done to determine the nature of her concern. Ms. [redacted]’s 4 year old mixed breed female canine, [redacted], was enrolled with Trupanion on...

10/14/14. Prior to enrollment on 05/07/2013, [redacted] experienced “left hind lameness” according to her records from [redacted] for Small Animals at [redacted] that was consistent with cranial cruciate injury.  Surgery to correct the CCL injury (a TPLO) was performed on 05/08/13. Recently, [redacted] experienced an injury to her right hind leg that resulted in a TPLO surgery for a cruciate injury. Trupanion was unable to extend coverage to this condition because Trupanion looks at cruciate injuries as “bilateral” – the exact exclusion in the policy reads:9.b.iv: The cost of treatment of bilateral conditions presenting on one side of the body, if that condition was a pre-existing condition on the other side of the body, such as luxating patella or anterior cruciate ligament (ACL ) or glaucoma, within 18 months of the policy enrollment date;Since [redacted] had a ruptured CCL (CCL and ACL are synonymous) on her left hind leg in May of 2013, and then enrolled on 10/14/14, this places her initial injury within the 18 months prior to policy enrollment and therefore we are unable to extend coverage for the ACL rupture on her right side that occurred in May 2015. Policy documents are provided to a policy holder upon enrollment via email and are also always available online.Trupanion managers have been able to talk to Ms. [redacted] and are currently reviewing whether or not an appeal is the best option for [redacted]’s claim. Trupanion will guide Ms. [redacted] into next steps should that be the case.Trupanion strives to pay claims that meet the criteria set forth by our policy wording. We understand that it is a frustrating experience to receive an ineligible claim, but in order to remain fair and just to all policy holders we have a duty to adjudicate claims in the same manner for all those enrolled with us. We thank Ms. [redacted] for her feedback and wish her and [redacted] the best in future. Sincerely, Malari – Trupanion[redacted]

Date: 11/22/2016 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received the complaint filed by Ms. [redacted] in regards to her claim concerns for [redacted]. We have been in contact with her in hopes to resolve the matter. We are currently re-reviewing all of the...

claims submitted for [redacted]. We apologize for any inconvenience this may have caused and will be in contact as soon as they have been re-reviewed. We will follow up with Ms. [redacted] next week regarding the status to make sure that we maintain communication throughout this process. Please don’t hesitate to reach out to us directly if there is anything else we can do to assist. We can be reached 24/7 at 855.210.8746. Sincerely, Kesa

Complaint: [redacted]I am rejecting this response because: The harassment letters and calls seems to have stopped at  this time, I don't know if Revdex.com contacting them helped in this matter Let's wait and see what happensSincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:They have not issued a full refund, they just applied the amount towards the deductible and told me that they are unlikely to cover another UTI if she had one. 
Sincerely,
[redacted]

Date: 6/6/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted] [redacted] 
Trupanion has received the complaint filed by Ms. [redacted] in regards to her claims being ineligible for her pet, [redacted].
Since this complaint has come into Trupanion through both the...

Revdex.com and the California Department of Insurance, Trupanion will post a response to the complaints at the same time.
Once a thorough review of the complaints has been completed, Trupanion will post a full response back to Ms. [redacted], the Revdex.com and the California Department of Insurance.
Thank you,
Kesa – Trupanion
1855-210-8746