They are not transparent in the status of the backend processing. I expect: 1) automated updates on processing 2) an option to choose how to be refunded 3) an proactive posture towards updates.

We still have a claim from April for a puppy spay. We did not get all the money back e have coming to us. We called and spoke with CS numerous times, but it is still there over a year later.

Reply from MetLife Pet Insurance

I love that I had your 30 day trial. Helped me lots with my pups broken leg. But I requested multiple times for option packages so I can continue the insurance and maybe add another pup. I got no response!! My trial is running out .

Our costs have skyrocketed 158% since we started with Trupanion 10 years ago. This is a breach of trust from the agreement we entered into and we are beyond disappointed in this from a financial and ethical standpoint.

**REPLY TO DUTCH: Your team never reached out to me regarding tracking, your response is misleading. **INITAL REVIEW: They are missing the mark on user experience. Getting an appointment is great but it is impossible to find and track your pet's paid for medicine order. Told it would arrive in a day or two but no order or any tracking available on their actual site, I never recieved an email about my paid order, nor a text. Two days later I'm wondering what's going on, no notifications. I had to find the order via the webpage on my phone where I placed and paid for it initially, thank God I kept the page and didn't x out of it. Then was directed to a third party app from Shopify to track the order and there isn't any tracking there either. Dutch should have all of this information in one place, similar to Amazon. I shouldn't have to go to three different places to find and track a medical order. I still don't have any updates. One med says in transit but no tracking information, the other three look like they are sitting in the queue but again, no update. It's stressful, especially when you have a senior dog in pain. This site should allow images to be uploaded so that I can show the complicated steps it takes just to track medicine orders.

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

there is no customer service. Chat box does not allow you to speak to an agent or even type the issue. You need to spend too much time just to find an answer to a simple question.

Avoid at all costs! They increase rates by as much as 57% every year for a single healthy young pup. When you do file a claim, they often deny giving an accuse that the itemized bill isn't legible, when anyone with normal vision can read it perfectly fine.

Hire more people so the wait on the phone isn't soooo long.