Trupanion

Date: 09/07/2016 Revdex.com case ID #[redacted] Policy #[redacted] Complainant: [redacted]. [redacted] Trupanion has received the complaint from Ms. [redacted] in regards to her recent claims experience. While we understand this isn’t the claim outcome that Ms. [redacted] was looking for, the insurance...

industry is a highly regulated industry and we have to adjudicate claims based on the policy verbiage as well as the medical records received. We always encourage policy holders to review the policy verbiage so that they are fully aware of how the insurance can work for them. The Trupanion policy reads in Section 9. A. WAITING PERIODS: 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. 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. Upon review of Ms. [redacted]’s policy, Trupanion has deemed the gastrointestinal issues to be ineligible 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 3/24/2016. Under the Trupanion policy, there is a five day waiting period for accident coverage to take effect and a 30 day waiting period for any illness coverage to take effect. Ms. [redacted]’s waiting periods for accidents finished on 3/29/2016 and the illness waiting period finished on 4/23/2016. As all claims are adjudicated based on the medical records received from her veterinarian. The medical records received showed signs and symptoms of gastrointestinal issues recurrent and present prior to the date of enrollment: Banfield –Norwalk noted • 03/24/16- “Recurrent colitis. Discussed that I am concerned there is an underlying cause for recurrent illness. Metronidazole was dispensed. “ Two days later, during the initial enrollment waiting periods on 3/26/2016 it was noted from Banfield – Nowalk: • “Patient has had off and on diarrhea since October. Hospitalized at CUVS in November because she was vomiting/diarrhea/collapsed. After reviewing the record and seeing the history of the CUVS visit, I agree that Addison’s is definitely something we want to rule out.” Continuing during the waiting periods, from Banfield – Norwalk • 04/01/16- “Took longer to eat breakfast today and vomited after eating grass. Still on GI diet. Colitis.” Again, we completely understand that Ms. [redacted] is unhappy with the outcome of this claim. We must be fair to all policyholders and process claims per the terms and conditions of the Trupanion policy. We are unable to honor Ms. [redacted]’s desired settlement to refund all of her premiums as she is paying for the service of insurance coverage in the event an accident or illness occurs. As Ms. [redacted] has opted to cancel her insurance for [redacted] effective 8/19/2016, a prorated refund in the amount of $5.79 has been mailed to the address on file including a cancellation confirmation. If Ms. [redacted] has any questions, concerns or would like to discuss the policy details further, we encourage her to give us a call. We can be reached 24/7 at (855)210-8746. Sincerely, Kesa - Trupanion

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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:  We immediately sought coverage after [redacted]'s initial CCL injury since he was at risk for the same type of injury on his other leg.  This was clearly expressed when we inquired with Trupanion.  Plus, we were referred to Trupanion by [redacted]'s pet surgeon - who told us [redacted] is at risk again for the same injury and had recommended Trupanion for coverage.The Trupanion rep did not say that [redacted] will not be covered for a second CCL injury, instead, we were told that [redacted] would be covered for any surgery.  For this misleading response, I am seeking a refund in our policy.  Had we been told that [redacted] will not be covered for second CCL surgery, we would not have acquired a policy with Trupanion.Sincerely,[redacted]

With receipt of Ms. [redacted] initial complaint, a review of information provided to her upon enrollment was reviewed, including the early enrollment calls. Upon enrollment, it was explained to Ms. [redacted] that anything related to the pet's cruciate injury would be ineligible for coverage. At enrollment, a policy that outlines our coverage is sent via email (the policy is also always available online for our customers). Trupanion makes every effort to be as transparent and forthcoming as possible and that is why our policy clearly lists out that cruciate injuries are considered bilateral conditions and if a pet has an injury on one side prior to enrollment, the other side will not receive the benefit of insurance. This is the reason that we were unable to extend coverage for [redacted]'s current cruciate injury. We wish [redacted] the best of health in the future. [redacted] - Trupanion[redacted]

Complaint: [redacted]I am rejecting this response because we were in fact told that because [redacted]'s leg had been declared 100% healed prior to the second break by an impartial third party as evidenced in her file via report, it would not be considered pre-existing by Trupanion.  I've When I disputed this decision, Trupanion sent their decision to a NOT impartial third party for confirmation (they pay the professionals who make their final determinations on whether or not a decision is upheld or reversed). I have several professionals who state that her leg was completely healed and it shouldn't have been considered pre-existing.  That the way the second break occurred, it would have broken whether or not there was the first break earlier in the year or not.  The first break is not relevant to the second break.  When an 85lb dog jumps up and lands on the leg of a 4lb dog, the leg will break. 
Trupanion needs to live up to their obligation and pay all costs aside from the $200 deductible I signed up for.  If you would like a copy of the document that states [redacted]'s leg was 100% healed prior to the second break, please don't hesitate to let me know and I'll get that from her vet for you.  Trupanion likes to take excerpts from multiple pages and put them together so that the wording suits their purposes. They haven't given a 100% accurate accounting of anything yet.  Including the fact that I'm not a "Mr.", and no "Mr." has ever had any contact with them. Sincerely,[redacted]

Tell us why here...Date:  04/16/15Policy Number:  [redacted]Revdex.com Case Number:  [redacted]Policy Holder: [redacted]Pet Name: [redacted]Enrollment Date: 07/20/2011Cancellation date: 05/19/2014Upon receipt of Ms. [redacted]’s complaint, a review of her policy was done to determine the...

nature of her concern. In Ms. [redacted]’s complaint, she expresses that she had not intended to cancel her pet, [redacted]’s policy in April/May 2014. We reviewed her policy and found that Ms. [redacted] had emailed Trupanion on 04/22/2014 the following: “Hi, I need to cancel my dogs policy, should I call or can I email someone?”.  In response to this, Trupanion reached out to the customer by phone on 04/23/14, 04/26/14, and 05/6/14 as well as by email on 05/6 and then sending the cancellation confirmation email on 05/09/14. As Trupanion never heard back from Ms. [redacted], her original emailed request to cancel was respected and her policy ended with us on 05/19/14 (the end of her billing cycle). The cancellation confirmation that was sent to Ms. [redacted] advised her that her policy with Trupanion was cancelled and also advised that she had fifteen days to reinstate should she wish to. At this time, monthly billing was also terminated. Unfortunately we are unable to reinstate policies for pets who have cancelled. Ms. [redacted] is welcomed to start a new policy for [redacted] should she wish to. Sincerely, [redacted] Customer Resolution Lead[redacted] EXT 1330

We have reviewed the Revdex.com complaint submitted by [redacted] [redacted] on the annual rate change notification. We understand that a rate increase is not ideal and we want to assure [redacted] we do not change premiums without reason. Our policy offers 90% coverage of eligible costs based...

on the actual invoice. We do not have caps or limits on what we pay for eligible conditions. Since our policy has such great coverage we must adjust premiums when necessary to continue offer the same great coverage.Our rates and policy are reviewed by each state to be fair and not excessive or discriminatory. [redacted]’s rates are determined based on many factors including the pet’s age at enrollment, breed, gender, spay/neuter status and zip code. Premium changes cannot be attributed to the covered pet’s individual claims. We do not share our detailed actuarial data with policyholders as that is proprietary information and involves thousands of pricing factors. We are hopeful this information is helpful to [redacted] to help understand how we determine the cost of the policy.The secondary concern that [redacted] has is in regard to the policy verbiage about the rate cap. [redacted]’s policy includes a document called an amendatory endorsement which is a standard insurance document used to customize the policy based on what has been approved by each state where the insurance in offered. The California Amendatory Endorsement was included with the policy documents that were sent to [redacted] at enrollment and at each policy anniversary date when the rate notification is sent out.That document states:“CALIFORNIA AMENDATORY ENDORSEMENTTHIS ENDORSEMENT CHANGES YOUR POLICY. PLEASE READ THIS DOCUMENT CAREFULLY AND KEEP IT WITH YOUR POLICY.This endorsement, which is attached to and made a part of the policy, modifies insurance provided under the following:Trupanion Pet Health Insurance Policy1.      Paragraph B. ii. 4.b of section 1. INSURING AGREEMENT is deleted in its entirety.”The above referenced paragraph B.ii.4.b. is written into our basic policy and states: “This annual adjustment will never exceed 20% in any given year.”As stated in the California Amendatory Endorsement, that paragraph is deleted from the California policy. California did not approve a 20% rate cap for the policy which means that Trupanion will price the policy without a cap and so the premiums could change by more than 20% in a year if that is what the actuary data reflects for that group of like pets.We can’t negotiate the rate for the policy,  but we can change the deductible to a more comfortable payment. We think it is important to point out that since [redacted] has been enrolled she has had many covered conditions, many of which are ongoing. We hope that [redacted] has seen the value in the policy coverage and has a better understanding of how we adjust premiums.  We are always available via phone or email to discuss options for a deductible that may help reduce the monthly costs and still keep pet protected. We are available by phone 24/7 at 1-888-733-2685.

Date: 8/29/2016 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] Trupanion has received the rejection of our response to Ms. [redacted]. One of our senior supervisors has been in contact with her and we are waiting to hear if she wishes to have us proceed with gathering updated information from her veterinarians in attempt to appeal the giardia claim as well as open a new claim for [redacted] recent ear infection.
In the meantime, [redacted] has opted to cancel her Trupanion insurance policy. In an attempt to help, our senior supervisor has reached out to Ms. [redacted] to confirm this is how she would like to proceed. Ms. [redacted] confirmed that she would no longer like to keep [redacted] insurance active. Per Ms. [redacted]’s request, the Trupanion policy has been cancelled effective 8/26/2016 and a confirmation has been mailed and emailed to her, advising her of the cancellation date and prorated refund issued.
If Ms. [redacted] should need any further assistance, she can feel free to reach out to us. We wish Ms. [redacted] and [redacted] the best.
Sincerely, Kesa - Trupanion

Date: 4/22/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant: [redacted]
We have reviewed the Revdex.com complaint submitted by Ms. [redacted] in regard to her concerns for the ineligible claims she filed for her pet Onyx. Ms. [redacted] has asserted that she asked specifically...

about this condition before she enrolled but we are unable to verify that in reviewing the calls she had with us when she enrolled [redacted] or her other pet, [redacted], who was enrolled about 1 month prior.
In reviewing [redacted]’s enrollment call, the agent Ms. [redacted] spoke to discussed the policy coverage and stated that we do not cover pre-existing conditions. The agent also stated that we do not have breed restrictions and are able to cover claims for medical issues that Cane Corso’s are prone to, as long as it is not noted in the pet’s medical records prior to enrollment. He advised that if a condition is discovered while her pets are covered under the policy, then it would be eligible.
[redacted] was enrolled on 11/19/2015 and had a 5 day waiting period before accidents would be eligible for coverage and a 30 day waiting period before illnesses would be covered. This means that on 12/12/2015 when the prolapsed nictitans gland (Cherry Eye) was noted in [redacted] medical records, he was not yet through his illness waiting periods. That waiting period ended about a week later on 12/19/2015 which made his claim ineligible as he was not yet covered for illnesses under the policy.
Ms. [redacted] was made aware that her policy for [redacted] had waiting periods and was provided a copy of the policy as well as a declaration page that detailed her waiting periods. There was no discussion of any medical issues that were present or being treated at the time of [redacted] enrollment.
We completely understand that Ms. [redacted] is unhappy with the outcome of this claim. We must be fair to all policyholders and adjudicate claims per the terms and conditions of the Trupanion policy. We are unable to honor Mr. [redacted]’s desired settlement to refund her for all of her premiums for both pets as she is paying for the service of insurance coverage in the event an accident or illness occurs. Trupanion then adjudicates claims filed based on the policy and in this case we were unable to assist with [redacted] condition as it occurred before his coverage was in effect. If Ms. [redacted] has any specific questions about her policy coverage we are always here to help. [redacted] and [redacted]’s health is important to all of us here and we hope to continue our relationship for as long as it works for Ms. [redacted].
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Date: 12/02/16 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] We have received the rejected response from Ms. [redacted] and understand her concerns completely. We apologize about the confusion in the last response. Trupanion is happy to say that after a careful second review of the claims for [redacted], we were able to cover all eligible expenses submitted. Trupanion has issued Ms. [redacted] a check in the amount of $335.02 to help with [redacted]’s medical treatment. We have been in contact with Ms. [redacted] and believe this matter to be resolved. We apologize for any inconvenience this claim issue may have caused. As [redacted] and Ms. [redacted] are currently enrolled under a trial insurance policy, we have been in contact and notified them if they should wish to continue, when they would need to let us know by. If there is anything else we can do to assist with this matter, we encourage Ms. [redacted] to reach out. We are happy to help within our policy guidelines and we wish Ms. [redacted] and [redacted] the best. Sincerely, Kesa - Trupanion
855.210.8746

Date: 8/4/2016 Revdex.com case ID #[redacted] Policy # [redacted] Complainant: [redacted] We have received the complaint filed by Ms. [redacted] and have reviewed the concerns presented here. We have been in contact with her and are currently waiting for her to advise us on how she wishes to proceed...

with her concerns. With the Trupanion policy, all claims are adjudicated based on the notations in the pet’s medical records, therefore if a condition such as Giardia, was symptomatic prior to the policy inception or during the five day waiting period for accidents and 30 day waiting period for illness’ Trupanion would have to deem the condition or injury ineligible for coverage, as we would consider it pre-existing and the policy does not cover pre-existing conditions. The most recent claims reviewed by Trupanion pertaining to Giardia were considered ineligible due to medical records received from Bellevue Animal Hospital; Bellevue Animal Hospital on 4/07/16, during the initial 30 day illness waiting period: “Roundworms have resolved but now positive for giardia. Not shedding so poss [possible] that pt [pet] is not infected but as he is a puppy do recommend treating with another round of panacur.” • 4/19/16: “Gastrointestinal: very liquidy diarrhea for 2 days now…”. • 4/19/16: “All of PE [physical exam] good with the exception of Liquid Diarrhea – light brown in color. Bar [Bright, alert, responsive] although a little quieter than his normal. Ate Breakfast Normally this morning. No vomiting at any point. Had Giardia 2 weeks ago on a fecal – was on a panacur Course” Trupanion deemed this claim to be ineligible under Section 7.a.1 and 7.b.1 of our policy document: 7.a.1 Illnesses that occur or recur within the first 30 days of the policy enrollment date (or from policy enhancement date) 7.b.1 Illnesses for which any evidence and/or symptoms of their potential manifestation already exist at, or prior to, the policy enrollment date. Ms. [redacted] enrolled in the Trupanion policy on 3/20/16, which means Ms. [redacted]’s waiting period for illness expired after 4/19/16. The notations from [redacted] were present during the stated 30 day illness waiting period and the onset of symptoms began at or near the date of enrollment. Giardia is an infection that can be treated and resolve. We want Ms. [redacted] to know that future instances of this condition may be eligible. Trupanion would need to see a clear resolution to the claimed instance of Giardia before we would be able to consider it for coverage in the future. Upon review of Ms. [redacted]’s phone call with a Trupanion supervisor, she requested to cancel and receive a full refund of premiums. While Trupanion is not able to offer a full refund, as she is paying for the service of insurance should her pet need to utilize the coverage. Should an owner wish to cancel, a prorated refund of premiums based on the cancellation date would be issued. To authorize cancellation, the Trupanion supervisor sent an email to the confirmed email address on file asking Mrs. [redacted] to confirm her request to cancel in writing. There may have been a miscommunication with the email provided by Trupanion, as Ms. [redacted]’s policy does remains active and intact, until Trupanion receives a reply to the cancellation email to confirm the cancellation request in writing. We understand Ms. [redacted]’s concerns and are waiting to hear from her to see if she wishes to pursue her claim concern’s further. We wish her and [redacted] the best! Sincerely, Kesa- Trupanion

Date: 10/6/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted]
Trupanion has received the complaint filed by Mr. [redacted]. We’ve reviewed the details of his complaint and reached out to Mr. [redacted] to discuss his concerns. We would like to thank him for his patience...

and understanding while we worked to assist him and are pleased to advise that we have reached a mutually agreeable resolution and believe this matter to be resolved.
If there is anything else we can do to assist, please feel free to reach out to us.
Sincerely, Kesa – Trupanion
855.210.8746

I purchased insurance for my dog over 4 years ago. There are a few things made me to drop them. The main reason was a consistent rate increase, and since I leave in NY the 20% maximum did not apply to me. One year it was 30% + and the next year ( 2015 ) they jacked up the rate by 54% so in two years my rate was increased by over 80%. Despite what they tell you they do not pay bill in full, I am not referring to your detectable.
Ones I received notes of the premium increase by 54% I informed the company in writing that I do not wish to renew my policy. A few weeks later I received a call asking me if I am sure I would like to cancel I confirmed my decision. To my astonishment my credit card was billed for renewal. Stopping this people from billing your CC is next to impossible and you will have to file a dispute with your CC Company for refund of your money. This is very underhanded way to do business. Do your home work [redacted] before your go with Trupanion.

Date: 1/27/2016
Revdex.com case # [redacted]
Policy # [redacted]
Complainant: [redacted]. [redacted]
We have reviewed the complaint filed by Ms. [redacted] and it appears that all of her open claims were processed and finalized on 1/20/2016.
We understand that Ms. [redacted] was concerned about the length...

of time her claims took to process. In looking into this concern it appears that we had encountered issues with collecting the required medical records from the clinics her pet had visited and that delayed the claims process causing us to close the claims due to lack of medical records.
Ms. [redacted] spoke to supervisors at Trupanion to get assistance with her concerns and it appears she was advised of why we had closed her claims originally- we had not been able to successfully obtain the necessary medical records. Once we received clarification on the records from her clinics that the pet did not have any medical records from the dates requested, we were able to reopen the claims and process them.
We apologize for the delay that Ms. [redacted] experienced in having her claims processed, it was certainly not our intention to delay the processing of her claims. It is our hope that she has found a satisfactory resolution now that her claims have been completed. Ms. [redacted] has requested her policy be cancelled and we processed her cancellation request on 1/26/2016. We wish her and her pets the very best.
Sincerely,
Amber S. - Trupanion
1-888-733-2685

Complaint: [redacted]I am rejecting this response because:  The surgeon who performed surgery on [redacted] for her right hind leg, has clearly challenged Trupanion on what is or is not a bi-lateral condition.  [redacted] is recognized in the U.S. for it's excellence and research, and their expertise in these matters.  They are not just a veterinary hospital but also a veterinary school (university).  Over 80,000 patients are seen every year and hundreds of students go through their doors as well.  The surgeon who wrote the attached is their chief surgeon and a professor.  We are challenging Trupanion's expertise in even determining what constitutes a bi-lateral vs. a unilateral condition.    They need to pay this claim.  Both of [redacted]'s legs were closely examined back in 2013 and there was absolutely nothing wrong with her right hind leg --- and having a slow, progression to lameness on her left hind leg is not a "pre-existing condition" to a "trauma" suffered on her right rear leg only a month ago.  Frankly, Trupanion has worded their policies so vaguely and broadly as to allow themselves loopholes to get out of having to honor paying out legitimate claims. Their stock answer, over and over to people who file complaints with the Revdex.com should be evidence enough of their fraud.  They care nothing for their clients, they simply double down on their ridiculous, unresearched and unsubstantiated verbiage around medical terms and conditions they know absolutely nothing about.   When an expert such as the leading orthopedic surgeon who wrote the attached appeals letter for me, tells them they are ludicrous and fraudulent, you would think they would finally, and humbly, pay out on this claim. But not Trupanion --- because as another former client and lawyer said so succinctly about this company --  "For Trupanion, the Name of the Game is to Deny Your Claim."I have asked Trupanion to contact me via email so I have a paper trail of everything they say.  They insist on trying to get me on the phone so nothing is recorded and they can just give me the "aww shucks maam" speech.  They need to put into writing a valid argument for their position and not just another cut and paste of their stock policy verbiage into the email as if that will be acceptable...I repeat --- we are challenging their claims of what constitutes a "bi-lateral" condition vs. unilateral.  Where are their veterinary experts who can support their position and provide a scientific, fact based rebuttal to what my dog's surgeon has put forth? Continuing to just respond to Revdex.com complaints with the same tired old cut and paste should not be acceptable to the Revdex.com and it is certainly not acceptable to me.Sincerely,[redacted]

Date: 8/30/2016 Revdex.com case ID #[redacted] Policy #[redacted] Complainant: [redacted] Trupanion has received the complaint from Ms. [redacted] in regards to the outcome of her most recent claims. We understand her concerns regarding the outcome of the secondary review. Based on the most updated information...

available, we show that an independent third party review is currently being assessed in regard to this claim. This third party review is an opportunity for a neutral specialist to review the details of the case as they pertain to the pet’s condition and make a determination based on their findings. As this third party review is still in process, we are unable to speak to the outcome at this time. Per Ms. [redacted]’s request, a claims manager has left a voicemail and sent an email to set up a time to discuss the claimed condition further. We want Ms. [redacted] to know that we understand this is a difficult condition and we hope that her discussion with our claims manager is helpful to address her concerns. Once the independent third party review is finalized, a full report along with the outcome will be sent to Ms. [redacted] via email. We wish Ms. [redacted] and her dog the very best. Please feel free to reach out to us if we can be of any further assistance with this matter.
Sincerely,
Kesa – Trupanion

Date: 12/4/2015Revdex.com case # [redacted]Policy # [redacted]Complainant: [redacted]We have reviewed Ms. [redacted] Revdex.com complaint, the two claims in question, and the two subsequent appeals.The first claim [redacted] from 10/13/2015 was determined ineligible and then re-reviewed on appeal. The ineligible...

decision and appeal decision were determined because the claimed conditions and treatments were direct policy exclusions. The exam fee, flea and tick preventive medication, and x-rays were noted in the pet’s medical records as preventive measures. From the medical history: “O [Owner] presented P [Pet] for x-rays of hips to see if P [Pet] may have hip dysplasia for preventative purposes.”Hip Dysplasia coverage was not assessed at this time as it was not diagnosed. Because x-rays were performed as a preventive measure to check for Hip Dysplasia, they are ineligible for coverage under the Trupanion policy:“Section 9 (C.): What We Do Not Cover- Preventative Care: Preventative care, including but not limited to vaccinations or titer tests, flea control, tick control, heartworm medication, dental care and prophylaxis (defined as scaling, cleaning and polishing of the teeth), deworming, nail trimming, or other grooming expenses.”The second claim in question: 1473031 from 10/15/2015 was determined ineligible on the first assessment, but was overturned after it was appealed. The medication Dasuquin was determined eligible (upon appeal) to treat the condition of spondylosis deformans which was discovered on 10/13/2015.It is unfortunate that Ms. [redacted] decided to cancel [redacted] policy. [redacted] condition of spondylosis deformans was covered, but we were not able to cover the x-rays since they were noted by her veterinarian as preventative.We also are not able to refund Ms. [redacted] for the premiums she paid to have coverage for her pet since the policy inception in August 2015. Insurance regulations prevent us from refunding premiums when a valid policy was in effect. Ms. [redacted] claim for the medication was eligible and applied toward the $250 deductible she had on the policy. The items we excluded from coverage were within the scope of ineligible items within our policy.We wish Ms. [redacted] and Pepper the best in the future.Sincerely,Amber S. - T[redacted]

Complaint: [redacted]I am rejecting this response because: We enrolled [redacted] with Trupanion knowing full well we had to pay for [redacted]s initial surgery and requested that we obtain coverage in case of a recurring injury in his other leg.  They misled us to believe that he would be covered on his other leg.  We did not try to obtain coverage for his initial injury from Trupanion.  In any case, there is a misunderstanding and we request a refund.Sincerely,[redacted]

Thank you for the reply, [redacted]. I understand that this situation has been frustrating. A denied claim is certainly never the outcome that we want for our customers. Our on-staff veterinarian had a very productive conversation with the surgeon who performed the surgery for your pet, Hermoine. He now understands our policy and how Trupanion views cruciate ligaments. This outcome is not a matter of medical nuance, since a bilateral CCL is specifically excluded in the policy language if the first CCL has occurred within the 18 months prior to policy enrollment.  A copy of the policy is available online or we are happy to email or mail you one. I apologize that our agents have reached out to you via phone as opposed to email. We have found that often times a phone call can be more productive and more personal in these instances however we certainly want to respect your wishes.Our policy is the legal document that outlines our coverage. What Trupanion considers to be bilateral is not up for debate. The policy applies to all those insured under it so that we may assess and adjudicate claims fairly. We wish Hermoine a swift recovery. Best wishes, Malari – [redacted]Trupanion

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I spoke to a rep of Trupanion. The issue  is they pride themselves of being the only animal insurance who does direct pay. They even install the software for the vets if they ask. So when your animal gets sick and you call them to ask them what vet takes direct pay they tell you that they cant tell you. You need to search on your own they say. Not good this is the reason I bought this policy. So as a example you pay premiums for 3 years your pet gets sick you call them asking for a vet who does direct pay and they say they cant tell you even thought the installed the software for the vets. So lets say you don't have the $ 4000.00 to pay for your sick pet the only choice you have is to put the pet down. Now Trupanion by not telling you who does direct pay not only has collected all your payments but has not had to pay out a claim. That is the whole idea of direct pay is to relieve financial burden on working people I feel real strong about this issue this is very misleading to customers. So misleading that I am asking my states Attorneys General office to look into this and possibly the Federal Trade Commission. As far as my cat that they mentioned in their statement he may need mor treatment for this condition. I hope by me drafting this letter that it does not affect the approval of his treatment