Trupanion

Complaint: [redacted]I am rejecting this response because: There very well may not be a record of my call. I often set my phone to No Caller ID for business purposes, and don't take the time to return it to Caller ID displayed for personal calls. There have been several incidences of there being no record of my calling into Trupanion, despite the fact that I most certainly had a phone conversation with someone there, yet when I call in again, the next person can't find any record of the conversation that was had prior to that call, and we had to go through the entire rigamarole again. Unfortunately, the Trupanion phone record system isn't perfect. 
So while I appreciate your attempt to validate my claim utilizing phone records, unfortunately, you're not going to be able to do so. Unless of course you can prove that your system has never missed a call in its entire history, which isn't possible, because it's missed more than one of my calls. 
Please live up to your end of the contract, and pay the medical bills for [redacted] immediately.  You are responsible to make deliver on what your employees state. 
Sincerely,[redacted]

Date: 8/7/2017
Revdex.com case ID #[redacted]
Policy #[redacted]
Complainant: [redacted]. [redacted]
Trupanion has received the complaint filed by Mr. [redacted] regarding his cancellation request.
We’ve been in touch with him to finalize his cancellation request. After discussion with Mr....

[redacted], he has opted to keep his policy active and as is.
As such, we believe this matter to be resolved. We encourage if Mr. [redacted] has any other questions or concerns, to please reach out to us directly. We can be reached anytime, 24/7 at 855.210.8746.
Sincerely,
Kesa

Complaint: [redacted]I am rejecting this response because:
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 BROADEFINITION OF WHAT THEY REFER TO  AS “PRE EXISTING” CONDITIONS - THAT NO ITEM WILL EVER BE COVERED.   
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. 3. While Trupanion states that they are reviewing the claim again and that the tooth extractions or at least one of them might be covered. I am requesting a full refund of the two months the premiums were paid. I think that is a fair resolution
In the future, the insurance commission or other legislative body should require these type of insurance companies to state what they will exclude in advance to provide the consumer with a better understanding of what will not be covered for their specific pet. The company could charge a fee for the review of the pet's records. They already charge an enrollment fee but could increase it to cover their costs. 
 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 wouldhave 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. 
In my experience, I never really had insurance for my pets. I have older dogs and a company like Trupanion could go through their records and find any minor detail in order to support the denial of a claim. Maybe they view this a good business but it is unfair to the consumer. I learned about Trupanion through the VCA hospitals and I am going to let tmeh know and any other vetinary businesses about my experience with this company. After reviewing Trupanion on YELP and other websites, I am now aware that they deny claims in the same manner for many people. 
 
 
 
  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]

Date: 09/13/2016 Revdex.com case ID #[redacted] Policy #[redacted] Complainant: [redacted] Trupanion has received the response from Ms. [redacted]. We understand where she is coming from, however the Trupanion policy is required to follow all rules and guidelines set forth by the insurance commission and our policy verbiage. If a condition is deemed ineligible it is not applicable towards the deductible. Claims are not adjudicated based on a diagnosis, rather based on signs or symptoms as they present. As the signs or symptoms pre-policy are similar to those that have been claimed and are recurrent, we are unable to extend coverage. The Trupanion policy is bound by the medical records and the veterinarian in the medical history has pre-dated this condition to the policy, this is why Trupanion has been unable to extend coverage for this gastrointestinal issue. Banfield Norwalk has noted the date of enrollment before full coverage on 03/24 : “Recurrent colitis. Discussed that I am concerned there is an underlying cause for recurrent illness. Metronidazole was dispensed.” Also notated from Banfield Norwalk on 03/26 during the initial waiting periods : “S/W O [spoke with owner] We received the record from the previous bet. O[owner] and I discussed her history. O’s boyfriend brought [redacted] in for the visit the other day but didn’t relay the history adequately. She actually just finished a course of metronidazole and panacur. Patient has had on and off diarrhea since October last year. At one point she was hospitalized at CUVS in November bc [because] she was vomiting/diarrhea/collapsed. They did testing and thought her symptoms were consistent with Liver flukes (patient was a rescue from texas and that apparently is common for that region). She was treated for that. O[owner] said the reason they came in this week for exam was bc [because] she was due for vaccinations but was not herself after the medications were finished. Dr. M[redacted] discussed ACTH stim testing to r/o [ruleout] addison’s. After reviewing the record and seeing the history of the CUVS visit, I agree that addison’s is definitely something we want to r/o [Ruleout]. Gave O an estimate for testing. O just got her insurance but it doesn’t kick in for a few weeks. O will most likely set up testing then.” As these notations from Banfield advised that the recurrent Gastrointestinal issues have been present since October 2015 and because all of this was notated during the initial waiting periods when Ms. [redacted]’s policy had not yet kicked in, this does fall as a pre-existing condition and is not able to be applied towards the deductible. As previously stated, we are unable to honor Ms. [redacted]’s desired settlement to refund her for all of her premiums as she is paying for the service of insurance coverage in the event an accident or illness occurred within the policy coverage timeframe. 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. We wish Ms. [redacted] and her pet the very best. Sincerely, Kesa - Trupanion