Not a great experience with these guys unfortunately. The first claim we made took 5 weeks to process. All communication was restricted to the app. Price was increased by 15% after 5 months. The PDS (Product Disclosure Statement) is not available in .pdf and only on the app. Additionally the app PDS does not share the details of the $ coverage for each aillment (i.e ticks), making it difficult to compare to alternative insurance providers. I've switched to Budget Direct who were significantly cheaper, provide a detailed PDS in .pdf via email and have both an app chat and call centre for any claims/questions.

I had already got a quote and had to request a second quote which was higher than my first. In addition I have not received any new information on if it was approved or not

Reply from Trupanion

I get the Pet Insurance so that I can be able to go and do the things that I need to do for my animal so I can afford it. Just to find out that I have to go and pay for a physical examination first before you’ll even consider ensuring them, which is also covered by the Insurance no I didn’t end up going with a plan.

The SOAP notes have been holding me up. The vet office doesnt typically share these so I have to make several additional attempts to gather everything needed to get a claim paid. I wish there was a direct line from the vet to the ins so I didnt have to ask for this each time.

Payments for reimbursements take far too long. Mistakes are made and are difficult to resolve, requiring long phone calls for attempted resolution.

Very difficult to submit claims. Every claim needs doctors office notes even for annual routine visits and vaccinations. I was required to even get explanations of benefits from my prior pet insurance. I never had to jump through so many hoops with pet insurance as I do with MetLife. I am sorry I switched.

Premiums going up and service going down. Incoherent denials. Even my vet said she is not happy with trupanion these days.

I filled out the application online for new pet insurance and when I submitted it, the website told me there was an error and it was not submitted. I chalked it up as a loss and moved on to the next insurance company to get a quote. The next quote I got was only marginally more expensive, so I went ahead and started my policy with the other insurance company. About an hour later I got an email that my application did go through, but it will be 3 business days before my policy starts. Now I have no one to contact to cancel the policy.

I had a terrible time with the online system today. I had three claims to submit and had to do each one smore than one time as something always popped up and caused a restart. Also, the menu for the hospital names jumped a few times causing me to select the wrong provider and having to go back and try again. Not a very good experience today.