My owner called Hartville to make sure that her dog's TPLO surgery from tearing her cruciate ligament (ACL for people), and they said that it would be covered. They have now denied the $5000 claim after she's already paid for it, and their stance is that since the owner did not see an accident or injury, it's not an injury. They say it is an illness that causes the rupture and thus is not covered under her accidental/injury policy. I responded with a long letter about how this patient had no orthopedic history and was acutely unable to put weight on their leg one day after coming in from the backyard, obviously indicating an acute injury. Their response was, "Knee and ligament conditions are orthopedic illnesses...regardless of cause". Do not use this company, as they are the only ones I know of who can deny a simple knee surgery, so there is no telling what else they would deny.

Spent almost $90 per month for a year, never used it and then they raised my rate to $120, so I canceled. THEN they told me they had a special rate at $14/month for major incidents only (which is all I really wanted anyway). Not impressed

Run! They bound a policy though a third party without asking for the account owner name, charged my card, and bound it to the wrong person. Fetch then refused to cancel my policy or refund my card without “consent of the person on the policy” even though it was their system that made a mistake when binding it. Ridiculous. I talked to an agent and even after explaining what happened there was no resolution they kept repeating the same thing over and over, I asked to talk to someone else and explained the bug in their system, and she still kept repeating the same thing. I asked for a refund or cancellation and got the same thing. The only way I can get a refund is by a chargeback, and I am unable to get the policy changed.

ASPCA is the WORST pet insurance out there! They’ve gone downhill severely in the last 2 years! They rejected a claim stating that the condition started prior to me having the cat who was rescued off the streets… So how are they stating it’s a preexisting condition, when the cat had never been seen by a vet before I rescued it. The vet put a wrong date in the record and send a letter to clear it up, taking accountability for their mistake, BUT ASPCA still rejected claims stating preexisting condition… it’s a scam “insurer” RUN DON’T WALK AWAY!!! I encourage any user who has been denied a claim improperly by this sham of an insurance company to please file a complaint with the National Association of Insurance Commissioners (NAIC) against them! If you search NAIC file a complaint, you will find the form, as this site does not let me include a link

I’m not really sure what I’m getting for the very high cost. They have been taking my money the past year without having to pay anything (my dog is about 15 months now). Yet they’ve told me my monthly is going to go up like 40%. They hooked me with the fact that supposedly your vet can submit claims directly to them, but none of the vets I’ve been to are willing to do this (despite the fact that, according to Trupanion, they have the software and capability). I’m not sure why it’s so much more expensive than other pet insurance companies. I can’t even look up the details of my dog’s coverage on my account page on their website (it shows no details). You’d think for a “high-end” pet insurance company, they could provide more. I’m disappointed we went with trupanion, and going to be getting other quotes.

I was told over a year ago that my monthly laser treatments for my old dogs arthritis would not be covered I still continue as I could see it benefit her. I come to find out it would have been covered all this time! I was also told a year ago that the lower back issue my other dog would not be covered but as a good pet parent continue out of pocket to have him also treated. I come to find out now that this too would have been covered after his issues have become chronic and needed to see a specialist. The customer service people need better education and maybe provide a list of what is covered to insurance holders. I’m upset that all the money I put out for insurance and only come to find out now that I could have put in claims all this time. It was implied to only use the insurance for emergencies. Which I have done! Makes me not happy with the company.

On an $800 vet bill they could have paid something but did not pay out one cent to help cover the vet bill.

Embrace kept denying my claims stating unclear invoice. We were sending a very clear invoice and the claims were piling up. Finally I called and was told it was because there was not a year included on the invoices. Just the month and day. This was a very legitimate reason but would have been SO MUCH EASIER for me if I was told the reason in the first place.

Enjoy the quick turnaround. Too bad they don't cover much for annual exams.

The low monthly rates are disconnected from actually out of pocket costs for Wellness exams and vaccines. For example the actually cost of the wellness exam is capped at $50 when today’s cost are significantly higher. They will only pay once in a lifetime for bordetella when this shot should be done annually.