After almost three years of fighting for my dog’s coverage, I’ve learned exactly what Trupanion’s “customer care” really means: delay, deny, and deflect. I provided every document they asked for to prove my dog’s medication was eligible. Instead of taking responsibility for their repeated mistakes, they blocked my number, forced me into email-only communication, and still refuse to provide real answers. Because Trupanion now labels my dog’s condition as “pre-existing,” I’m trapped — paying premiums to a company that refuses to do what it promises. They advertise compassion and transparency, but the reality is cold, dismissive, and profit-driven. Trupanion has turned what should have been support during a stressful time into a three-year nightmare of frustration and financial loss. If you truly care about your pet, stay as far away from this company as possible. They don’t deserve your trust, your money, or the responsibility of protecting your animal’s health. I wish I never went with this company

Will not recommend this insurance to anyone! They are deceiving and salting false promises. Policies changes as the pet gets older ! I have been paying for pet insurance for my two dogs, 14 years for one and 8 years for the other dog. The first dog became ill and I have been running to the veterinary on many occasions and to the emergency room. Then awaiting for reimbursements for over a month. Upon contacting their office I was advised that nothing much was being approved. Illness became office visits and emergency was not covered! I spent over $3000 on medical expenses and still waiting for reimbursement check that is not coming! I was left without money to keep my dog alive and had no more option than to euthanize my beloved pet. I was then promised that funeral expenses were going to be covered, but not until today I am advised that cremation is not part of the coverage. So why sell a policy when is useless! If I had saved the monthly payments, I would have had money to keep my dog alive !

I've had Trupanion for my cats for over 2 decades. It provides very good coverage for everything but routine vet visits and vaccines. The reason I didn't give it 4 or 5 stars is because the rates go up significantly every year--much more than the cost of inflation. You have to be quite well-off to afford Trupanion coverage now compared to when I first signed up. There are other, less costly pet insurance plans but once your cat has a medical condition you have to stay with the one you have as no pet insurance covers pre-existing conditions. On a positive note, my cat was recently diagnosed with feline diabetes and Trupanion has covered all her diagnostics, bloodwork and medications for this condition. So I am very happy about that.

I've dealt with them several times and have found them to be VERY SLOW in processing claims. Additionally, they say they've paid a claim and it takes forever to actually receive it. Also, when asked why it takes so long, they simply say "short staffed." I made the comment, "maybe I should have considered a different pet insurer," their response was simply, "that's totally up to you. I guess they figure that one less client means less claims to process. I would seriously suggest that you consider other pet insurance options.

Your pre-qualification folks have repeatedly declined to provide coverage for new incidents claiming they were the result of a pre-existing condition without bothering to check if that was truly the case. When I tried to appeal the decision, I had to go through a long process only to find out that a case for this was never created. When I checked back after a couple weeks of hearing nothing, a very nice lady created the case and you paid only $540 from a $1400 bill because of your mess.

I got a quick response, but it didn't answer my question. I've asked again twice, but to no avail. ☹️

Embrace is a total scam. You are better off saving the premium money for when your pet needs to see a vet. Despite having received my vet records for the 12 month pre-policy Embrace is still withholding reimbursement for an emergency vet visit due to an insect bite 6 months ago. They are now requesting vet records from 4 years ago so they can keep hunting to try to find that pre-existing condition to get them out of reimbursing me. Beware.

Easy to sign up, customer service is not good and daily email reminders are pushed to get your pet’s vet records. Had a question immediately after signing up, called customer support and got a recording directing me to leave a message. Left a message, called right back and now a rep answered. Wanted to cancel immediately but the rep assured me that they offered good service and she would call me back Monday (this was on Friday) I was in the middle of speaking with her and got disconnected. No call back and now 7:00 pm on Monday, haven’t heard a thing. I don’t trust that trying to file a claim with this company will be a good experience. Cancelling.

I have been paying monthly for pet insurance and every time I turn in a vet bill, they argue and don't reimburse as they're supposed to. I'm so upset right now because they have been taking my money every month, but they do not reimburse you! My vet has repeatedly sent them everything they needed, and even talked to them on the phone (8 times). They just kept finding every excuse to not pay. I do not recommend them! There's much better pet insurance out there. Met pet insurance, is a joke!! They owe me over $1,600.00.

Somewhere along the way, they changed their terms to not cover the exam. My bad for not reading the small print I guess. So with a 1K deductible, my urgent care trip of $1500 only got me back a couple of hundred bucks. They also have not managed to get their portion to me in the 72 hours they tout it would happen. IN THE FOLLOWING RESPONSE WE GOT THE STANDARD "WE REALLY CARE..." MESSAGE AND A REQUEST TO CALL. NOTE THAT AS REGARDS BOTH OF THESE ISSUES, I ALREADY DID THAT. STILL NO PAYOUT. BUT I AM NOT GONNA CALL AGAIN TO GET THE SAME "ANSWER' AS BEFORE. JUST SEND THE PAYOUT MONEY THAT IS DUE, PLEASE.