The whole issue of starting a new claim every time my veterinarian calls the condition diarrhea and a new deductible is more than frustrating. It feels dishonest. The dog has chronic diarrhea well controlled with medication….. we have tried to determine a cause. If the claims adjuster would look at the record this would be clear. Then am told “we don’t go back that far because diarrhea is a symptom not a condition”. Apparently they are reviewing this but after at least six calls with different people and my veterinarian having to resend the dogs entire medical record ( he is 9 years old!). Prior claims were handled in a satisfactory manner but not this condition. Come live at my house for a while and experience living with a dog that has intermittent diarrhea then you may have some empathy

The app is easy to use and easy to submit claims, especially after a recent updates in the past year. Most of my experiences with customer service have been positive. The turnaround time is sometimes slow on claims , I have had issues with a few claims that should’ve been covered, and the price going up significantly in the past year- these are the reasons I am not giving a higher rating

I was kind of little shocked when i inquired about the bill for teddy. I asked the gentleman why i was charged 200 something one charge then another 600 again right away for his coverage. We have been a policyholder for Teddy since he's been 9 weeks old. He told me well that raise increase because our pet is getting older, well no dam kidding. That's why we got the insurance in the first place. I have insurance on myself and as a human I have more risk as i get older but my damn insurance does not increase! It stays at the same rate. When we got insurance we thought we got the best plus its associated with my other insurance USAA. I really do not understand this big of a increase from the time we started to now.

Two policies were set up for the same dog. I called the Nationwide representative twice, left a message at his extension, and never received acknowledgment or a call back. I called the general line a day later, and the situation was resolved. Not using email in this day and age (fax, really?) is ridiculous. If my company didn't offer a discount for pet insurance through Nationwide, I would have gone with another insurer.

This company can improve by covering services for our pets that we are paying for. I submitted an appeal for a denied claim for my cat who had a enucleation surgery *before* he came to me. He developed cysts only *after* the enucleation surgery, but y’all have denied paying that claim saying it was pre-existing. It was not pre-existing and my vet made it clear that it was not pre-existing yet y’all still will not pay. At this time, I am considering canceling coverage for all six of my cats because y’all are simply not paying.

A faster turnaround would have been appreciated

THEY ONLY PAID $5 for a submitted claim for $1467. FIGO agreed $1293 was eligible. Policy for $10,000 max annually, $900 deductible, then 70% coverage. $1293 - $900 deductible = $393. $393 remaining times 70% = $275 to be paid by FIGO. Insured pays $900 deductible and remaining balance $118. ONLY WAS PAID $5. WHAT A SCAM

I love Trupanion‘s Customer Service, I love the expedited payment process, that being said, I am extremely displeased with how Trupanion has changed their policy on covering exam fees. When you take your pet to a specialty hospital, the exam fees are astronomical. I just paid over $800 in exam fees alone. None, of which were reimbursed. This does not way favorably on Trupanion‘s behalf. Trupanion says that exam fees are “routine fees“ and can be planned for. I disagree totally. I have a 90% deductible. I pay $200 a month for coverage for two pets. Coming out of my pocket for 800+ dollars for an EMERGENCY Visit is not routine, nor can it be planned for. I truly wish Trupanion would reconsider the decision about exam fees. Veterinarians keep raising their prices, and it makes it more and more a major part of the bill.

Took out a policy more than a week ago never heard another word. Don’t know if I have coverage or not. Not sure I want to do business with the company who tells me my files and underwriting and they’ll get back to me when they make a decision. In reading through the reviews, this appears to be a very common problem that either you never hear back from them while your file is an underwriting, you do hear back from them and they cancel your policy before it’s even issued for underwriting reasons, or lastly policy just shows up in the mail with no explanation as to why it took so darn long to get there, and you find that the effective date of your coverage is weeks after you applied. This is very poor insurance underwriting to say the least. Wondering what individual state departments of insurance would think of these tactics. Also seems to be a common theme where after you have a claim, even though your policy is still active, they’ll cancel your coverage and then invite you to reapply only to add multiple exclusions based upon prior claims. Update, will give another star. Never heard from them until I got a policy in the mail. Maybe I missed something but in the whole process I never saw anywhere that said there was a waiting period for a brand new kitten that had been to the vet for a vet check prior to purchasing. Long story, short, When I got my policy, it was dated 14 days after I submitted my application. We’ll see what happens when I take my kitten in for a neuter in the next couple of months. I’m still not happy with the lack of transparency, and follow through to let me know that they had received my paperwork and that my policy would begin on a certain date. I’m not holding much hope that this company will pay its claims without a fight. Will update in a few months.

It was EXTREMELY difficult to understand your representative on the phone. She was VERY nice but she had to repeat things MANY times. She spoke too loud and too fast! As a result, I'm sure I missed some important information.