Pretty good customer service. Turn around time for reimbursements generally quick. The problem is the high increase of premium this year. GSD 8 years old. Pretty healthy overall. I believe that since he gets monthly shots and needs checkups for arthritis they increase payments more. Premium was raised almost $100! We had to greatly decrease our coverage for him to be able to afford it. Went from $200-$500 deductible. Dropped max yearly from $10,000 down to $5000. Went from 90% payback down to 70%. Seniors on a fixed income but we may end up not being able to keep up payments. They will do the same thing to us next year! We have it in case of emergency too, but it seems we are paying more than what we would pay out for him without this insurance. Also they told me once we decrease we cannot increase again. Well, who can afford to anyway. We are being penalized for actually using the insurance we pay for. It's not right! We will not refer anyone to Embrace! We feel price gouged in a big way... no matter Embrace's reasoning for it. When it comes to dog insurance or groceries it is time to cancel. Hence the 2 stars.

App sucks. This company truly needs to get there shit in order.

I truly wish I could leave negative stars. My sweet little dog is in advanced heart disease and has multiple ER visits a year, along with tons of vet appointments and medications. After raising the cost astronomically every year for the past 7 years, they are now canceling his insurance and giving me insurance that barely covers anything. Late-stage capitalism wins again. I'm so sick of this country and if I didn't love my niece and nephews so much, I'd be gone. I have no choice but to accept their terrible replacement insurance because he is 12 with preexisting conditions. I'll be cancelling ALL of my other Nationwide policies. Not that there is such thing as ethical, user-prioritized insurance of any kind in this god-forsaken country, but at least it will be satisfying to cancel my auto, home, and renters!

Scam! They tell you they reimburse a certain way, but when you file a claim, they don't cover anything you are paying premiums for. I pay for a 90% policy, but that is not how they processed our claims. High premiums compared to reimbursement. We are looking into new insurance. I would never recommend this company.

Your IT issues have became unbearable to me as the consumer The app used to be great now it doesn’t work. I have to send my claims now like the 1990s. I am very disappointed that you allowed your IT to fail and makes me question the company.

Was hard to confirm if I was approved or denied for insurance.

I started with them when my dog was 6 months old. At that time, I was paying about $50 per month. Now, he is 8 years old, and I pay $193/month.

We were Trupanion customers for 8 years and paid thousands of dollars without ever making a claim. However, when our credit card expired (as they do, after 8 years!!) and we missed a few payments they cancelled our $155 monthly plan and wanted 2.5x more ($380/mo) to reactivate it! To their credit, they did a good job trying to reach out before the cancellation, but unfortunately the email on file was also outdated. When I contacted customer service their "hands were tied" and the reps had no ability to customize my new quote to match my old payment. I would have been okay with a small rise in payment as I didn't catch the lack of payment fast enough, but a 250% increase is just insane. Buyer Beware: You can NOT set it and forget it with this company - dogs live a long time and they will cancel you and charge you an exorbitant amount if you want to continue with their services!

Not happy with increasing premiums. Also general information should be kept in my pets file with you so only minimal documents have to be submitted. Especially in the case of continuing prescriptions.

Half of my healthy 1 year old dog's body systems are not covered because she burped a few times as a puppy. Because occasional burping was noted in her medical record, ALL gastrointestinal and respiratory concerns will not covered for the entirety of her life. Insurance companies will nitpick for any opportunity possible to deny coverage; care of the pet and client is never a concern. As a veterinary professional, I am extremely disappointed in Trupanion.