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Description

Medical insurance for cats and dogs.


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Trupanion meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Trupanion include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 65 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

65 complaints closed with BBB in last 3 years | 27 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 11
Billing/Collection Issues 8
Delivery Issues 0
Guarantee/Warranty Issues 2
Problems with Product/Service 44
Total Closed Complaints 65

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Trupanion
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: July 10, 2008 Business started: 02/01/2000 Business started locally: 02/01/2000 Business incorporated: 04/30/2007 in DE
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Washington Secretary of State Corporations Division
801 Capitol Way S, Olympia WA 98504
http://www.secstate.wa.gov/corps
Phone Number: (360) 725-0377
corps@sos.wa.gov

Type of Entity

Corporation

Business Management
Mr. Darryl Rawlings, CEO Ms. Ronaye Verigin, Vice President of Customer Service
Contact Information
Principal: Mr. Darryl Rawlings, CEO
Customer Contact: Ms. Ronaye Verigin, Vice President of Customer Service
Business Category

Insurance Companies Pet Health Plans

Products & Services

Trupanion sells the following brand(s): Trupanion

Trupanion offers the following product(s): Medical Insurance for cats and dogs.

Method(s) of Payment
ACH, Visa, MasterCard, AMEX, and Amazon Wallet
Refund and Exchange Policy
30 day money back guarantee, if no paid claim has occurred within the first 30 days of enrollment.
Alternate Business Names
Trupanion, Inc Vetinsurance International, Inc VetInsurance Managers Inc

Customer Review Rating plus BBB Rating Summary

Trupanion has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 907 NW Ballard Way Ste 100

    Seattle, WA 98107 (888) 738-7478 (800) 569-7913

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

4/27/2015 Problems with Product/Service
4/12/2015 Advertising/Sales Issues
3/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At my Veterinarian's recommendation, I purchased health insurance policies for both of my dogs. On January 2, 2015 my Maltese, "*****" jumped off a bed and injured his right rear ACL. I am in a unique position to be able to diagnose his injury because in April, 2014 ***** tore his left rear ACL and the injury looked identical. After paying for the very expensive surgery in April 2014, the Vet stated I should get pet insurance - the co-pay is only 10% of the bill. Trupanion is REFUSING to pay the claim, stating that it it a "pre-existing" condition (it is not, it is an injury resulting from an accident). ***** DID tear his ACL on his left rear leg in April 2013. Post operatively, I took him to the Vet twice a week for therapy to speed his recovery. This period was closely monitored by both my Vet (Dr ******) and the Veterinary Orthopedic Surgeon (Dr. *****). I was told ***** had made a full recovery. There was no cause for concern. Had ***** had a "bilateral condition" as you put it, the Veterinarians would have been negligent not to tell me. They did not tell me, because no other condition existed. It was my Vet who gave me the TruPanion brochure and urged me to get coverage so I would not be strapped with a large medical bill.

Desired Settlement: Pay the bill.

Business Response: Policy #************
***** ******
Pet: *****
Enrollment Date: 12/25/2014
Upon receiving Ms. ******** complaint to the Better Business Bureau, a review of her policy was done to determine if a resolution could be reached to gain clarity of the nature of the complaint.
In Ms. ******** complaint, she expresses that the injury to her pet's (*****) leg was not pre-existing to the policy inception date as it was "an injury resulting from an accident". She also expressed that ***** had a pre-policy tear to his left ACL in April 2013.

Ms. ****** submitted a claim for her Maltese canine, *****, for the date of service of 1/3/15. Claim #******* was a "Pre-Approval" for the condition of "Right Cruciate Repair" which was denied by Trupanion based on the policy exclusions:

9.A.i Illnesses that occur or recur within the first 30 days from the policy enrollment date are deemed preexisting conditions and are not eligible for coverage
&
9.B.iv The cost of treatment for bilateral conditions presenting on one side of the body, if that condition was a pre-existing condition on the other side of the body, such as luxating patella or anterior cruciate ligament (ACL) or glaucoma, within 18 months of the policy enrollment date

In *****'s medical records from ******* ****** ********, it reads:
4/4/14: "Dog is limping on LH left hind leg. He is getting worse... Dog is holding LH left hind leg up. Drawer movement present. ACL anterior cruciate ligament ligament rupture...Rec recommend sx surgical ACL anterior cruciate ligament ligament repair."
4/7/14: Surgical repair of Left Hind ACL anterior cruciate ligament injury.
1/3/15: "Acute right rear non wt weight bearing lameness... R right rear drawer sign. Torn ACL anterior cruciate ligament." As these signs were documented prior to enrollment and continued into the illness waiting period, there can be no coverage for this claim.

***** had an injury to his left cranial cruciate ligament prior to policy inception with Trupanion and because of the "bilateral conditions" exclusion (9.b.iv) it is not considered eligible. Also, since *****'s injury to his right cruciate ligament occurred during his 30 day illness waiting periods and as Trupanion reviews cranial cruciate injuries as an illness and not an accident, we were unable to extend coverage to the claim for *****'s most current ACL injury.
We understand how heartbreaking it can be to receive an ineligible claim when your pet is ill or injured and our hearts go out to Ms. ****** and ***** during this time, however, in order to be fair and just to all policy holders, we must adjudicate claims based on the criteria that is outlined in our policy.
We wish ***** a swift recovery.
Sincerely,
****** ******
Customer Resolution Lead
************ *** ****
*************@trupanion.com

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
Trupanion stated that the dog's injury was "pre-existing", as he had torn the ACL of his left hind leg in April 2014. My Vet recommended I buy this insurance to protect against future large bills. If this was a "pre-existing" condition, the Vet would not have given the dog a "clean bill of health" (that would be malpractice!) Additionally, if the dog HAD a pre-existing condition, the VET would know that the insurance would NEVER cover the claim. The policy states that it goes into effect in 30 days, EXCEPT in the case of an ACCIDENT (then it is in effect in 5 days). This little dog jumped off the bed 4 feet off the floor. The dog is 7 inches tall. This was an ACCIDENT! I have asked for a refund of my premiums (I canceled the policies for both dogs), I have yet to see a check or a credit to my Visa account. The trupanion representative I spoke to told me they would NEVER cover an ACL injury when there had been a previous one, EVEN IF IT WAS YEARS LATER! It is still considered pre-existing! Can you imagine the gall they have charging outrageous premiums and REFUSING TO PAY CLAIMS! I want to warn everyone NOT to do business with this unscrupulous company.

Business Response:

Policy #************
***** ******
Pet: *****
Enrollment Date: 12/25/2014
 
Trupanion values our relationships with veterinary professionals across the United States and Canada, and many recommend Trupanion to their clientele, however many veterinarians may not know the exact details of the policy’s exclusions and how they may apply to insured pets.
Trupanion looks at ACL injuries as “bilateral” – the exact exclusion in the policy reads:
9.B.iv: The cost of treatment of bilateral conditions presenting on one side of the body, if that condition was a pre-existing condition on the other side of the body, such as luxating patella or anterior cruciate ligament (ACL) or glaucoma, within 18 months of the policy enrollment date.
Since ***** had a ruptured ACL on his left hind leg in April of 2014, and then enrolled in December of 2014, this places his initial injury within the 18 months prior to policy enrollment and therefore we are unable to extend coverage for the ACL rupture on his right side that occurred in January 2015.
Trupanion can confirm that Ms. ******** policy for both of her pets has been cancelled, and a full refund was issued to Ms. ****** on February 11, 2015. If Ms. ****** has not received this refund, she should contact Trupanion directly at *************
We thank Ms. ****** for her feedback and wish her, ***** and **** the best in future.
Sincerely,
****** ******
Customer Resolution Lead
************ *** ****
*************@trupanion.com

3/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have been paying our monthly premium fees to Trupanion for about 5 years without filing a single claim, trusting that our policy terms would be honored. We have 2 pets covered by Trupanion. Recently, we received notice that the premium for the younger dog would not go up this year but it would be raised $10/month for the older dog. According to the advertising and policy terms, "Trupanion's insurer, ****, will not increase premiums due to the pet aging" and instead will be based on the cost of veterinary care in the area. We think this policy is fair but were confused why 2 dogs living in the same household would receive such as drastic difference in rate increases. In particular, we were concerned that they were raising the price for the older dog, since we had invested so many years of monthly fees already. Unfortunately, our concerns were confirmed in an email exchange with a Trupanion representative. This representative explained, "Several factors dictate a particular pet's premium, including age, breed, gender, spay/neuter status, etc. So, pets with different parameters can see different rate adjustments. In other words, a 5-year-old French bulldog could experience a significantly different rate change than a 10-week-old French bulldog living in the same house." From any interpretation, this statement indicates that price is based on the aging of pets, which is direct contradiction to the Trupanion policy.

Desired Settlement: Refund, with appropriate interest, of all monthly premium fees paid to Trupanion over the course of the last few years.

Business Response: Date:  2/26/2015
Policy Number:  ************
BBB Case Number: ********
Policy Holder: ******** *******
Pet Name: “****” and “******”
Enrollment Date: 3/21/2011 and 12/3/2013
Upon receipt of Mrs. ********* complaint, a thorough review of her policy was done to determine the nature of her concern.  
One of our representatives, ***** *********, exchanged emails with Mrs. *******, which ultimately led to the complaint being filed.
On 2/19/2015, ***** explained, correctly, that the factors involved in determining our premium include age, breed, gender, and zip/postal code. Later on 2/19/2015, Mrs. ******* replied asking why age was a factor, when Trupanion's advertising states that we do not increase rates based on the fact that your pet is getting older.
On 2/19/2015, ***** replied, clarifying that rates are evaluated based on age of enrollment, not their current age. So for instance, a 10-year-old pet that initially enrolled as a 1-year-old is evaluated as a 1-year-old, not a 10-year-old.
Mrs. ********* pets were enrolled at 2 different age brackets. “******” was enrolled in the youngest age bracket possible, 8 weeks to 12 months old. Her other pet, “****”, is enrolled as a 1 year old. This means that ****** will likely always have a slightly less expensive price, because he was enrolled earlier in his life. This does not mean their rates will increase, just that they will continue to be priced at their respective age brackets. 
Our actuarial team looks at factors such as age of enrollment, but further they consider breed and gender, and consider the risk of insuring that particular “group” of pets. So for ****, the older dog, enrolled at a later point in her life, we look at the overall costs to insure Cavalier King Charles Spaniels in her age bracket (1 to 2 years), and the fact that she is a female (and may have different health issues), in the 90077 area. 
Because ****** was enrolled as a puppy, our actuarial team looks at male Cavalier King Charles Spaniels in the 90077 area, which is a cheaper group of pets to ensure overall, so our rates adjust accordingly.
In March, ****’s rate is scheduled to increase to $51.43. This reflects an adjustment by our actuarial team to bring **** closer to her group of like pets since the last March anniversary date.   
Also consider that **** also has a $150 deductible, whereas ****** has a $300 deductible, which makes causes ****’s premium to be higher at the moment. We can always adjust ****’s deductible to a higher amount, which would actually bring her policy to a premium closer to ****** at the same deductible. So currently, at a $300 deductible, **** would have a $45.23 premium, whereas ****** is at $41.31. However all rates are subject to change.
Lastly-all of our rates are reviewed by the state insurance commission board of California, to ensure that they are fair, not excessive, and non-discriminatory. What we state in how we factor our premiums have been vetted and reviewed by the board for accuracy.
We apologize for any confusion regarding this pricing policy, and hope we have addressed any concerns.
Sincerely,
*** ******** 
Client Resolutions Coordinator
************ *** *****
************@trupanion.com

3/19/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trupanion is the biggest waste of time and money we have EVER spent. We purchased insurance for our oldest dog last year (December 8, 2014) and once it was purchased, I called our vet to make an appointment for updated vaccinations for our dog and mentioned we should maybe have him looked at more closely since he was getting older and we noticed he started to get a little stiff when playing outside in the cold. The vet tech then explained their great rehab division and that we could make an appointment with the veterinarian Dr. **** to have a full evaluation done on our dog, as is very common for older dogs to slow up a little as they age. Trupanion took that ONE phone conversation we had with a scheduling vet technician and used it as their "proof" of a pre-existing condition and so now will not cover anything involving our dog's now diagnosed arthritis. Our dog did NOT have any previous medical issues or diagnosis of arthritis or any other kind of problems, yet Trupanion thinks it is acceptable to slap the "pre-existing" condition label on the dog because of a side comment I made while making an appointment. How is it that a casual phone conversation with a vet technician is now all of a sudden evidence of a medical diagnosis? I was not aware that either myself or the vet technician were certified medical personnel capable of diagnosing a pet with a medical condition... pretty sure that is what we pay the veterinarian for?? An observation by a pet owner does not equal a pre-existing condition and nowhere in their disclaimer regarding pre-existing conditions does it state they can use a conversation by non-medically certified people to determine pre-existing medical conditions.

Desired Settlement: A reversal of the denial to cover any of the costs associated with our dogs now diagnosed arthritis condition and a written apology for the emotional distress they have caused my husband and I over this whole issue. We were encouraged to purchase pet insurance from this company by our vet and we got quotes from them in February and in August of 2014 before we finally decided to buy in December 2014. We have paid them in full each month through direct billing for the services they are alleging they provide and we have been denied service we paid for.

Business Response: Date: 02/20/2015
BBB Case #********
Policy #T***********
Name: ******** *******
Pet: ******
Enrollment Date: 12/8/2014
Cancellation Date: 02/06/2015
Claim # *******
Upon receipt of Ms. *******'s BBB complaint, a review of her policy was done to determine the nature of her concern. In her complaint, Ms. ******* expresses frustration over and disputes the outcome of her pet ******'s recent claim. Claim #******* for "Severe Bilateral Shoulder and Stifle OA (osteoarthritis), moderate carpal OA, lumbar spinal pain" was deemed ineligible on first review. An appeal letter was received from Ms. ******* and her veterinarian and reviewed in appeal, but the condition remained ineligible.
****** was enrolled into a standard policy on 12/8/14 - a standard policy has a five day accident waiting period and a thirty day illness waiting period. Any accident or illness that shows signs or evidence of their potential manifestation during the waiting periods or prior to policy inception is considered ineligible. This can be referenced under Section 9.A.i & ii, as well as 9.B.i of Trupanion's policy.

A. Waiting Periods:

I. Illnesses that occur or recur within the first 30 days from the policy enrollment date are deemed pre-existing conditions and are not eligible for coverage.
II. Injuries from an accident that occurs within the first 5 days from the policy enrollment date are deemed pre-existing conditions and are not eligible for coverage.

B. Pre-Existing Conditions:

I. Illnesses or injuries for which signs are or evidence of their potential manifestation existed within the 18 months prior to the policy enrollment date.

As we base our claim outcomes on when signs or symptoms of a condition first occur, and not when a diagnosis is made, the claim for ****** was denied. In ******'s medical records from ******** ****** **** of Colorado:
12/8/14: "Pt (patient) is now on Trupanion with the extra package to cover rehab- discussed O (owner) calling Trupanion with her questions on what they will cover for ******. O (owner) notice when it is cold outside and pt (patient) plays in the snow for long period of time he becomes stiff in HL (hind leg) and all around- very mild and only during cold season."
1/22/15: "Female O (owner) thinks cold affects HL (hind leg) and makes pt (patient) stiff. In am and pm pt (patient) is stiff HL (hind limb), almost crawling/very slow. Then pt (patient) goes outside and will run full boar without pain, when comes back inside isn't stiff. Will run in yard very intense with no issues, off and on for the last 2 months (has been issue prior but more noticeably)"
As these signs were documented to have started prior to enrollment and continue through the 30 day illness waiting period, there can be no coverage for this claim.
As medical records are a legal document, we are bound to adjudicate claims based on the information provided by them. Although ****** was not examined on 12/8/14, it was reported by the policy holder that ****** was demonstrating symptoms of stiffness. This is supported by the fact that the policy holder booked an appointment with the Rehabilitation department at this time. Noted on 1/15/15: "Called owner to reschedule for the 22nd." Also during this appointment, it is noted that symptoms had been present "off and on for the last 2 months (has been issue prior but more noticeably)". As the illness eligibility date for this policy is 1/7/15, this places the onset of symptoms prior to the illness eligibility date.
Also in the medical records, it is noted on 1/22/15 that the Right hind limb has "stifle moderate medial buttress, painful hyperextension....mild crepitus," and the Left Hind limb has "stifle- severe medial buttress, painful hyperextension, mild palpable effusion.....Assessment: Overweight, Osteoarthritis- stifles, hips, shoulders, carpi". As the stifles are noted to have moderate-severe buttressing, this finding supports that this has been an ongoing condition for ******, and not an acute trauma. As the symptoms reported on 12/8/14 are supported by the timeline noted on 1/22/15, and the clinical findings found during the Rehabilitation Initial Consultation, the condition predates the policy inception/illness eligibility date, and is ineligible for coverage.

We understand how heartbreaking it can be to receive an ineligible claim when your pet is ill or injured and our hearts go out to Mrs. ******* and ****** during this time, however, in order to be fair and just to all policy holders, we must adjudicate claims based on the criteria that is outlined in our policy.
We wish ****** a swift recovery.
Sincerely,
****** ******
Customer Resolution Lead
************ *** ****
*************@trupanion.com

Consumer Response:  
Complaint: ********

I am rejecting this response because:  This pathetic attempt to hide behind the "legal jargon" of YOUR definition of a pre-existing condition is absolutely the most pathetic thing I have ever seen a company do.  I will be publicizing your horrible company and have already contacted local news affiliates about this story and they are very interested in your lack of concern and hiding behind a very well written exemption clause.  Pre-existing conditions have NEVER in my entire life been based on an "observation" and only when diagnosed by a medical professional.  I made a side comment to a vet technician about observations of my pet in the cold.  He has never, and was never diagnosed with any sort of medical condition regarding arthritis prior to his appointment on January 22nd.

I do not accept you lackluster "heartfelt" sympathies regarding our pet because your company is anything but pet friendly.  Go ahead and hide behind your ridiculous legal clauses if it makes you feel better.  Truth is you do it so you don't have to help pet owners when they need it the most and God forbid you actually have to shell out some $$$ to help a pet when they have a medical diagnosis actually covered under your insurance.  We should have known better than to trust an insurance company who promised so much but delivered absolutely nothing when it came down to needing their services.

Sincerely,

******** ********

3/11/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Changed billing without notification. Contract to date has specified amount yet Trupanion charged more.

Desired Settlement: Refund for over charges.

Business Response: BBB Case #********
Policy #************
Name: ***** **** **** ******
Pet: *******
Enrollment Date: 05/02/2013
Cancellation Date: 01/13/2015

Upon receipt of ********** BBB complaint, a review of her policy was done to determine the nature of her concern.
In her complaint, *** ***** states that Trupanion "changed billing without notification". On 04/02/14, a letter was emailed to *** ***** stating that on the date of 06/02/14 her premium would be increasing. The premium increase was a standard rate review and the factors associated with her account indicated that her premium needed to be adjusted. Trupanion notifies their policy holders thirty to sixty days prior to a rate adjustment.
Our records reflect that *** ***** called into Trupanion on 04/03/2014 and adjusted her deductible (which adjusts the premium) on her current premium pricing - not on the upcoming change that was to take place on 06/02/2014. We believe that this is where the confusion lays - We believe that *** ***** was intending to change her deductible for her upcoming rate increase, and did not realize that by changing the deductible prior to the rate change, she would still experience the rate change on 06/02/014.
We are sorry to hear that this incident caused frustration for *** ***** and hope that this explanation helps to clear up any remaining concerns.
Best wishes,
****** ****** - Customer Resolution Lead
*********** *** ****
*************@trupanion.com

1/26/2015 Problems with Product/Service
1/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They offer a free 30 day trial. They also promise an answer to a claim in 7 days. They promise if you care for your pet, and an accident occurs, they will cover it. They accused me of insurance scam because my pet had an accident in the first 30 day trial period. They didn't give me a response to my first claim until after 30 days. Didn't get a check for over 6 weeks. I had a 1 year old dog that my regular veterinarian agreed had to pre existing conditions. The ER doctor and two board certified veterinarians also agreed it wasn't pre existing, but they still denied the claim.

Desired Settlement: I expect them to approve the claim.

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ First Response BBB #XXXXXXXX Policy #TUXXXXXXXXXX Owner: ***** ******* Pet: ****** Enrollment Date: 05/01/2014 Upon receiving this complaint from the Better Business Bureau, a review of the policy was to determine if a resolution to the policy holder's concerns could be reached and to gain clarity of the nature of the complaint. In the complaint, Ms. ******* expresses her opinion that her pet's condition of "Bilateral ACL complete tear and meniscus" was not pre-existing to the policy, but a new accident that occurred during the 30-day trial certificate. Ms. ******* did not agree with the original review of the claim and sought an appeal. Trupanion's appeal team processed and reviewed all available information plus additional information provided by Ms. *******. However the appeal ruling upheld the denial as per Trupanion's policy exclusion 9.B.i and 9.D.vi: 9.B.i: Illnesses or injuries for which signs and evidence of their potential manifestation existed within the 18 months prior to the policy enrollment date.; 9.D.vi: We do not insure the costs, fees, or expenses associated with complications of or diagnostic tests for the illnesses and injuries excluded or restricted by this policy. The appeal was then reviewed in the Independent Third Party Veterinarian process and the denial was upheld by Dr.****** ** ****, Diplomat, ******** ******* of ********** ******** under the same denial reasoning of 9.B.i and 9.D.vi (as detailed above). Often, it is not intuitive to relate a canine's cranial cruciate rupture as an illness as opposed to an accident. According to Dr. ****, in dogs cranial cruciate ligament rupture (CCLR) is very common. Unlike its counterpart in humans, this injury or disease is characterized by a slowly progressive degeneration of the cranial cruciate ligament rather than an acute rupture. In ******** case, the left CCL had ruptured by the examination of 05/07/2014 while the right CCL was still in its early stages of degeneration. Bilateral tears are common. Acute CCL tears are rare in dogs and they would not be accompanied by osteoarthritis during the first week after occurrence. The presence of osteoarthritis in the left stifle of this dog proves chronicity; therefor the claim remained denied in the Independent Third Party review process. Trupanion has had Dr. ****** ******* DVM, MBA and the Director of Veterinary Services, review and discuss the outcome of ******** claim with ******** veterinarian and Ms. ******* herself to explain the reasoning behind the denial. ****** did receive the benefit of a 30 day Trial Certificate, which was activated on 05/01/2014. We try our absolute best to process claims in a timely manner, however claims are occasionally delayed due to information requests for medical records - once received, claims are processed in a timely matter. We apologize for any delay in the processing of ******** claims as they were not intentional. Trupanion paid claim #XXXXXX for Lameness on 05/13/14. This claim was approved as a preapproval using the exam information at the time. The radiographs were then received from that visit to show chronicity in that joint and subsequently a disease process that started prior to the policy inception. The charges that were preapproved and guaranteed were covered and subsequent charges were not eligible as they related to the preexisting chronic condition that was diagnosed on the radiographs taken on the initial claim. Trupanion feels like they have offered every available avenue to allow for a fair and just review of the ******** claimed condition. Trupanion understands how heartbreaking it can be for our policy holders when their pets are sick or injured and our hearts go out to Ms. *******. Our goal at Trupanion is to offer the very best coverage industry wide and compassionate ******** service. We remain dedicated to offering the most comprehensive policy and all claims to be reviewed in a fair and just manner for all policy holders. At this time, Trupanion considers this case closed. ************* Research and Resolution T:XXX-XXX-XXXX Ext: **** E: *************@trupanion.com Initial Consumer Rebuttal /* (3000, 7, 2014/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation for Trupanion's denial confirms they are a company build on fraud. They are completely ripping off the American animal lover. Trupanion advertises they are a pet insurance for ACCIDENTS. They don't cover basic exams, vaccines, or dental cleanings. They cover ACCIDENTS. They also verify you take your pet to the veterinarian regularly for exams. Your pet MUST be seen by your veterinarian in the last 6 months or your claim is denied. Your pet must be current on vaccines, or your claim is denied. They want to make sure you are a responsible pet owner, and these accidents could not have been prevented. So if you're a responsible pet owner and current on vaccines, which I am; seen by the veterinarian in the last six months, which I did; then how can this accident be predicted? In Trupanion's response, they state "this injury or disease is characterized by a slowly progressive degeneration of the cranial cruciate ligament rather than an acute rupture. In ********* case, the left CCL had ruptured by the examination of 05/07/2014 while the right CCL was still in its early stages of degeneration." By their own words, when I took ****** into the emergency the left CCL ruptured. By their own claim they should allow coverage to surgically repair her left CCL. Once again, this company tracks down any and all paperwork to make sure you're a good pet owner. That was not only confirmed on paper, but verbally by my veterinarian. In their response they admitted to speaking to ********* veterinarian. That veterinarian was also angered because his opinion was ignored. Trupanion also spoke with the emergency veterinarian that verified this was an accidental injury. In Trupanion's response, they state "Acute CCL tears are rare in dogs and they would not be accompanied by osteoarthritis during the first week after occurrence" So they deny claims based on rarity. This bias, subjective, narrow minded statement just proves that the claim was going to be denied the minute the report landed on their desk. They had no intention of approving the claim. The telephone call with Dr. ****** ****** was extremely insulting. In that phone call she alluded to the fact that I was a bad pet owner. I wasn't "outside watching my pet at all times" while playing in the fenced in yard, so the injury could have taken place there. She also insinuated that I was committing insurance fraud and many scam them so she can't trust people. I informed her that many insurance companies commit insurance fraud and deny claims so they can save their company money. She also got angry at me because I didnt know the name of the receptionist who checked us into the ER that night. The girl checked us in and incorrectly wrote the presenting complaint wrong. The manager from The Emergency Clinic apologized for it and corrected. Trupanion later that day, called them interrogating them to get the name of the receptionist. Your company has resorted to harassing receptionists who make errors on check in at busy emergency clinic. The case went into appeal because Dr. Petryk admitted that night that ******'s claim was denied based on her surgery radiology report 3 weeks later. When I asked, "why wasn't the denial based on her initial radiology report on 5/7/2014?" She admitted she never had it. So instead of harassing receptionist's errors, *** ****** needs to examine her own paperwork errors before making a denial. Trupanion has the power to deny every claim based on pre existing condition. Cells are growing and dividing daily, even cancerous ones. If I could predict when my pet was going to be suddenly ill, or injured I wouldn't need pet insurance. If I come home and my pet can't walk, I take him to a veterinarian, as every good pet owner would do. If the vet tells me there is no way I could have known prior to that day my pet wouldn't be able to walk, it's an accident. If I have to take my pet to the veterinarian once a month for blood work and x-rays, for the rest of his life to be able to predict what future accidents will take place, than why do I need accidental insurance? Final Consumer Response /* (4200, 11, 2014/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Unfortunately, Trupanion is a high priced accidental insurance that cannot reply to my valid points. They are only able to repeat the same response over and over again to EVERY single denied claim. They are unable to individualize any claim. As I've proven already, they denied my claim before even reviewing the initial radiographs. They deny claims before they have all the data. I submitted all my factual details, and evidence in my prior statements. I will only add new information to further prove their corrupt corporation. Based on ************** 5 minute Veterinary Consult" By ************ Cranial Cruciate Ligament Disease, states that on physical exam "acute rupture results in non-weight bearing lameness, joint effusion, and the affected limb held in partial flexion while standing." My dog is a 1 year old, female, spayed, and not overweight. She is regularly seen by 2 veterinarians that are both A.B.V.P certified. When her "Acute Lameness" occurred, she was immediately seen by an emergency veterinarian. Then, she was examined by 2 orthopedic surgeons; both are DVM, MS, and ACVS. Personally, I am a Registered Veterinary Technician that has been licensed, and practicing for over 15 years. I find it professionally insulting that I would be unaware of previous illness going on with my dog. My dogs get blood work and x-rays on a regular basis for monitoring. My dogs come to work with me, and are seen by veterinarians daily. Once again, your company clearly only allows a certain number of claims a year. I obviously was not the lucky contestant picked from your magical hat. Final Business Response /* (4000, 19, 2014/12/29) */ Date: 12/19/14 BBB Case #: XXXXXXXX Ms. ***** ******* Policy #: TUXXXXXXXXXX Pet: ********** Enrollment date: 05/01/2014 We understand that the condition may not have been something visible in ********* daily disposition and we honor that Ms. ******* acted quickly to appropriately care for ****** as soon as the condition presented. However the presence of osteoarthritis is evidence that this condition is not an accident, but an illness. We process claims based on our policy documents and a pet's medical records. We must adjudicate claims fairly for all those enrolled with Trupanion. There is no "set number of claims" that we process a year - customers are welcomed to send in as many claims as they need to for review and we will process them fairly and in accordance with our policy. We wish Ms. ******* and ****** the best in the future. Sincerely, ****** ****** Research and Resolution T:XXX-XXX-XXXX EXT **** E: *************@gmail.com

1/12/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Became of member of Trupanion in June 2014 after vet highly recommended their pet ins product. In September 2014 we filed our first of 2 claims for an emergency visit for our then 6 month old puppy who had developed severe Colitis. Both claims were denied for "pre-exisiting Condition" with the company stating because our puppy had been seen in June of 2014 prior to our policy being instated for diarrhea. That visit was for symptoms related to round worm which was confirmed by our local vet a few days later when all of the worms passed. Essentially the company is stating if my dog ever has diarrhea or vomiting as part of the symptoms on a claim he will not be covered because it was pre-exisiting. The 2 visits were completely separate and not for the same cause!! In the future if my dog is vomiting due to eating something poisonous he won't be covered. Having diarrhea or vomiting prior to policy being created is a pretty broad pre-exisiting condition and will essentially void his policy.

Desired Settlement: I would like the 2 claims under file #XXXXXXX to be paid ASAP. We spent over $700 on vet fees for 2 visits and were told all claims were 90% reimbursable. Trupanion policy #TUXXXXXXXXXX

Business Response: Initial Business Response /* (1000, 7, 2014/12/17) */ First Response Policy# TUXXXXXXXXXX Owner: ****** ******** Pet: ****** Enrollment Date: 06/19/2014 Upon receipt of complaint from Ms. ********, a review was done of ******'s policy to determine whether all steps toward a resolution had taken place. Ms. ******** is disputing the outcome of claim #XXXXXXX for "Vomiting, rule out colitis vs. inflammatory bowel disease vs. bowel intestinal overgrowth". This claim was originally denied as "pre-existing" due to ******'s medical records from ******* ****** ******** which states prior to policy inception: 06/11/14: Owner rescued recently on 05/17 from puppy mill, dewormed with panacur, drontal. Flagyl- finished course. Picky appetite, has had d+ (diarrhea) since she has had her, Rectal: brown diarrhea, Parvo snap (negative), Fecal (negative), Diarrhea (R/O (rule out) secondary to parasitism), owner to start Albon pending coccidian - will d/c (discontinue) in case (-)(negative) fecal. 06/15/14: LMOM (left message on machine) Fecal was negative for eggs & worms, call if there's still concerns. Unfortunately ******'s condition continues post policy: 09/25/14: Chronic D+, now V+ (vomiting), goes through cycles of D+ right now for 2 weeks, owner found V+ tonight, previously tested for parasites, Parvo, etc., Assessment: Open: Rule out IBD (inflammatory bowel disease) vs. food allergy vs. neoplasia vs. infectious vs. PLE (protein losing enteropathy) vs. SIBO (small intestine bacterial overgrowth) vs. EPI (exocrine pancreatic insufficiency) vs. other, Recommend Abd (abdominal) U/S (ultrasound) +/- GI biopsies +/- GI Malabs. Panel. 10/02/14: Chronic cycles of D+ since adoption, some days D - some days constipated - occ. V+, Since on Z/D & Flagyl - stool is formed/no V+/gained wt. A negative fecal was run on 6/11/2014 and as such we have insufficient medical evidence to state the condition on that date was due to parasitism. As the diarrhea was documented to have started prior to enrollment and continued post policy with no medical differentiation from the claimed condition, there can be no coverage for this claim. After original denial, an appeal was completed as well as a "veterinary to veterinary" conversation between Trupanion's veterinarian, *** ***** ******** and *** ****** of ******* ****** ******** in November 2014 to explain the reason for the denied appeal. Quoted from Dr. ***** ******** in his assessment of the claimed condition: The puppy had diarrhea for 1 month after rescue, and a "picky appetite"; arguably this could have been due to parasites. After a thorough worming (Panacur, Flagyl, Albon) the diarrhea persisted intermittently until the pup was seen again on 9.25 when at that time it was described as "chronic diarrhea" plus vomiting. You explained that the use of the word 'chronic' is open to interpretation, though at that time the rDVM (regular veterinarian) suggested potential differentials of varying degrees of chronicity, which persuades me that this was not just a temporary or recent problem. Since that time the puppy has done, and is doing, very well on Z/D and Tylan, and has gained weight. It is probably this latter fact which tipped the argument since it appears the puppy needs either dietary manipulation and/or chronic antibiotics to do well. Of course the issue will be seeing what happens to it when not on any controlling diet/medications, but I am having huge difficulty separating the pre-existing GI problems from the ones which have chronically followed the inception of insurance (typically, as I explained, we try to find ways to pay the claim, rather than the inverse, by being able to dissociate pre- and post- symptoms). I am certainly willing to look at these claims again if and when the dog is not on any potentially 'masking' treatments, and the policy-holder should know this. On 12/16/14, Trupanion reached out to Ms. ******** and offered to push appeal forward into our third and final appeal process called Independent Third Party Review (ITPV) - During the call, ****** let us know that she would like to pursue this, but would like to supply supporting documentation. Trupanion advised Ms. ******** that we would await her supporting documents before sending the claim for ITPV. Trupanion understands the frustration and emotion that is involved in receiving an ineligible claim and it is definitely not our intention for this to be Ms. ********'s experience. In order to continue offering insurance at a reasonable rate without unnecessary and unfair inflation, we can only pay claims that meet the standards set forth by our policy. We hope that ******'s condition is manageable and wish both he and Ms. ******** the best health in the future. ****** ****** T:XXX-XXX-XXXX EXT **** E: *************@trupanion.com

12/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: denied claim by putting all skin conditions as pre-existing condition, when new condition was something different from pre-existing two year old episode

Desired Settlement: want coverage for medical condition

Business Response: Initial Business Response /* (1000, 5, 2014/12/10) */ First Response Policy# TUXXXXXXXXXX Owner: *** ************ Pet: ******* Enrollment Date: 12/12/12 Upon receipt of complaint from Dr. ************, a review was done of ******** policy to determine whether all steps toward a resolution had taken place. Dr. ************ called in and spoke to a Care Representative on November 26, 2014 to discuss the outcome of *******'s recent claims for "Fever, Rash, and Skin Lesions". During this call, *** ************ was advised of the reasoning behind the denial and then was advised of our appeal process. *** ************ opted to pursue the appeal option. A Care Representative emailed ****** ******** of North Myrtle Beach to begin the appeal process. At this time, we have not yet received an appeal letter. *******'s claims for "Fever, Rash, and Skin Lesions" were denied as pre-existing. Based on ******** medical records from ****** ******** of North Myrtle Beach prior to policy enrollment: 8/20/12: "check ears - shaking head - check skin, has hotspots... check feet, very red and irritated. All 4 feet b/t between pads erythemic, focal areas of alopecia dorsal neck & rear legs. Skin scrape - neg negative. R/O rule out allergic derm dermatitis" Vetalog given, Ciprofloxacin, Mometamax dispensed. 9/7/12: "check ears... still have light tan exudate & moist. Ear swab - yeasts... skin scrape left forearm - neg negative. Moth eaten ventral body & legs." Cephalexin, Mometamax dispensed. 10/9/12: "R right ear canal still erythemic. Ear swab - yeast." Easotic dispensed. 12/3/12: "Ear swab - yeast. R right canal erythemic. R/O rule out otitis externa." TrizUltra, Mometamax dispensed. 12/13/12: "check growth - check top of head noticed a week ago had big red head - now flat & scabby... 1 cm centimeter round excoriated dermal lesion on top of head... AD right ear = canal clean, narrowed, mild erythema... Ddx differential diagnoses otitis externa, histiocytoma... continue cleaning, medicating R right ear daily." Post policy, the following notations also appear to be related to the claimed condition: From ****** ******** of North Myrtle Beach 1/22/13: "o owner would like ears rechecked today due to hx history of infection - p patient also chews bottom of paws excessively - front R right paw is red & irritated... chews feet - all 4 red. Scotch tape RF right front palmar - 3 yeasts/hpf per high power field. Ear swab - rt right ear yeasts +++. Dexamethasone injection given." Keto Tris and Amoxi dispensed. 7/10/14: "check ears - shaking head per o owner. O owner says keeps licking inside pads of right front paw - always red. check paw... erythemic paws; flaky skin on back. R/O rule out: allergies. Switch to d/d" 8/16/14: "check ears. O states dog has excessive wax in ears, a little pink inside... AD right ear mild erythema and tan ceruminous... ear cytology = rare yeast." Epi Otic, Easotic dispensed. 8/29/14: "Owner noticed crusty lesions popped up this week - on his back & behind... crusty, odorous, epi epidermal collarettes on back & trunk. R/O: secondary bact. bacterial inf infection or fungal." 10/16/14: "O owner says inside all paw pads they are red, and sores on belly... biopsy - R right medial thigh and R right axilla... Convenia... ulcerated lesions (round epi epidermal collarettes) under R right axilla & R right med medial thigh; abdomen covered in epi epidermal coll. collarettes." 10/17/14: "blood for allergy test drawn." 10/20/14: "Red lesions all over... palmar and plantar moist erythema, erosion rt right axilla & inguinal... R/O drug eruption... or immune mediated disease or resistant infection." 10/24/14: "Spoke w/o with owner a/b about skin biopsy & allergy test results - would like for us to order serum & would like a copy of the allergens." 11/12/14: "O owner noticed just today - AD right ear is red; bumpy. Was perfectly normal 2 days ago. R right ear - Ear swab yeast +++... RH & LF right hind and left front - erythemic b/t between digits of paws... ok for o owner to give ketoconazole. Ok to give... Benadryl." Mometamax dispensed. As these signs were documented prior to enrollment and noted to recur post policy, there can be no coverage for this claim. We recognize that it is not intuitive for a pet owner to make an association between otitis (ears), skin lesions/rash, and pododermatitis (paws) however a veterinary professional is aware of the link as allergies/atopy is a common problem among cats and dogs. Both condition r Trupanion understands the frustration and emotion that is involved in receiving a denied claim and it is definitely not our intention for this to be Dr. ************'s experience. In order to continue offering insurance at a reasonable rate without unnecessary and unfair inflation, we can only pay claims that meet the standards set forth by our policy. We will allow the appeal process to determine the condition's secondary outcome and in the event of a re-denial, we have a third and final appeal option of an "Independent Third Party Review". Dr. ************ could pursue this if necessary. We hope that *******'s condition is manageable and wish both he and Dr. ************ the best health in the future. ************* T:XXX-XXX-XXXX EXT **** E: *************@trupanion.com

12/9/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I put a claim in for my dogs leg to get fixed, which is suppose to be covered by them, and they denied the claim saying that it is a pre existing problem, and when I signed up with them she had 100 percent healthy legs no problems at all. She did have a problem after I signed up with them from a accident with the opposite leg, but nothing at all wrong with the leg that I sent the claim inf or now. I pay $127 a month for the insurance and this should be covered.

Desired Settlement: I just want the surgery for the leg to be done, and for them to cover her which they are suppose to do , and that is why I pay $127 a month for.

Business Response: Initial Business Response /* (1000, 5, 2014/11/21) */ BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX ******** ****/**** Slaughter Pet: ***** Enrollment Date: 07/17/2014 Upon receiving Ms. ****'s complaint to the Better Business Bureau, a review of her policy was done to determine if a resolution could be reached to gain clarity of the nature of the complaint. In Ms. ****'s complaint, she expresses that the injury to her pet's ******* leg was not pre-existing to the policy inception date and that the original injury was to the pets "opposite" leg. Ms. **** submitted a claim for her female mixed breed canine, *****, for the date of service of 10/31/14. Claim #XXXXXXX was a "Pre-Approval" for the condition of "Torn ACL (surgery)" which was denied by Trupanion based on the policy exclusions: 7.b.1 Illnesses for which any evidence and/or symptoms of their potential manifestation already exist at, or prior to the policy enrollment date 7.b.2 The cost of treatment for bilateral conditions on one side of the body, if that condition was a pre-existing condition on the other side of the body (such as luxating patella or anterior cruciate ligament (ACL) weakness). In ******** medical records from ************************, it reads: "03/01/2014 (Prior to policy inception): R (right) hind leg - NWB (Non-weight bearing) lameness w/ (with) mod (moderate) edema @ (at) stifle. Was dx'd (diagnosed) @ (at) Southern Keru w/ (with) ligament rupture. Given pain meds (medication) and told it would heal. CCL (cranial cruciate ligament) rupture sx (surgery)..." Since ***** had an injury to her right cranial cruciate ligament prior to policy inception with Trupanion and because of the "bilateral conditions" exclusion (7.b.2), we were unable to extend coverage to the claim for ******** most current ACL injury. We understand how heartbreaking it can be to receive an ineligible claim when your pet is ill or injured and our hearts go out to Ms. **** and ***** during this time, however, in order to be fair and just to all policy holders, we must adjudicate claims based on the criteria that is outlined in our policy. We wish ***** a swift recovery. Sincerely, ****** ****** Customer Resolution Lead XXX-XXX-XXXX EXT **** *************@trupanion.com

11/25/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I called the company to cancel the coverage for my two former pets, which were taken from me and no longer in my possession. I was told that they would not cancel the policy, and continue charging me, even though I don't even know where these pets are located, until I spoke with an "********" at (XXX) XXX-XXXX X ***** I have tried repeatedly to call this person without success. I have told this company that I no longer own these pets, and that I want to cancel coverage. I see no reason why I have to try to play phone tag and speak with any one particular person in order to cancel the coverage when I have already informed the company that I don't own the pets any more. I find this practice of theirs completely unreasonable.

Desired Settlement: They need to stop the coverage as requested and quit harassing me with unreasonable requests in order for this cessation of coverage to go through.

Business Response: Initial Business Response /* (1000, 5, 2014/11/05) */ Case # XXXXXXXX Policy #TUXXXXXXXXXX ***** ****** Pets: ******* and ******* Enrollment Date: 04/12/2010 Upon receiving Mr. ******'s complaint to the Better Business Bureau, a review of his policy was done to determine if a resolution could be reached to gain clarity of the nature of the complaint. Mr. ****** called to request cancellation of his policy on October 19th, 2014. He spoke to one of our Care representatives who passed along the cancellation request to our Customer Specialist team who handle cancellation requests. On October 22nd, a Customer Specialist called Mr. ****** to finalize cancellation and a message was left. At this time, the cancellation request was not finalized as we require a written request to complete the process. Upon receipt of Mr. ******'s BBB complaint on 10/29, his account was cancelled as the written complaint was enough to finalize the request. Confirmation of cancellation was then emailed to the address we have on file. At this time, his policy with Trupanion has been cancelled. We are truly sorry if Mr. ****** found this process difficult in anyway. We strive to provide excellent customer service and communication and wish Mr. ****** the best in the future. At this time, we consider this case closed. Sincerely, ****** ****** Customer Resolution Lead XXX-XXX-XXXX EXT **** *************@trupanion.com

11/18/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have been making attempts to cancel my pet insurance policy since October 14, 2014 with no success. I've spoken to individuals on the telephone, via chat, and via email and the policy is still not cancelled. My last attempt to cancel it was today, October 16, 2014. I do not wish to be billed again for this service.

Desired Settlement: Cancelled policy, no future billing.

Business Response: Initial Business Response /* (1000, 6, 2014/10/30) */ Policy#TUXXXXXXXXXX Owner: ****** **** & ****** **** Policy Enrollment Date: 6/25/2011 Pet: **** Reason for BBB complaint: Policy Cancellation Request/No further billing Upon receiving Mr. ****'s complaint to the Better Business Bureau, a review of the policy was done to determine if a resolution could be reached and to gain clarity of the nature of this complaint. Mr. **** had called in on 10/15/2014 to request his policy be cancelled for dog ***** Mr. **** was connected with a specialist who explained the cancellation process in detail. As written notice to cancel is required for Mr. ****'s state, he was instructed that he would receive an email to reply to with his intention of policy cancellation. On 10/16/2014 Mr. ****'s reply email was received by Trupanion and the policy was canceled for ***** Confirmation of policy cancellation and discontinuation of billing was then emailed to Mr. ****. We are truly sorry if Mr. **** found this process difficult in anyway. Should Mr. **** have any further questions or concerns I am happy to assist in any way I can. At this time Trupanion considers this case closed.

10/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I purchased Pet Insurance through the named company. I received a packet in the mail detailing my policy. Shortly after my purchase my pet got sick called the vet and had to go see a specialist in Honolulu, thinking that my pet had cancer. I found out my pet did not have cancer but bladder stones and have to be put on medicine and special food. I submitted a claim, spoke to a representative thinking my claims were going to be paid only to find out that there was a waiting period that was not disclosed. Not in the packet and not by the representative I had spoken with, my total bills have been so far around $2000.00, did expect to be reimbursed for the entire amount but for 90% which was the high option plan I have been paying for.

Desired Settlement: I expect to be reimbursed for what my plan states...90% of my out of pocket costs.

Business Response: Initial Business Response /* (1000, 5, 2014/08/22) */ BBB Complaint #XXXXXXXX Owner: ******* ***** Policy #TUXXXXXXXXXX Pet's name: ****** ***** Policy Enrollment Date: 5/20/2014 Injury Eligible Date:5/25/2014 Illness Eligible Date:6/19/2014 Claim #XXXXXX & #XXXXXX Claimed Condition: Moderate cystitis, urinary bladder, mild to moderate sediment/tiny calculi Claim Conclusion: Ineligible due to waiting periods Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to Ms. *****'s concerns could be met. In the BBB complaint, Ms. ***** is seeking coverage for the above listed claims. Sadly Trupanion was not able to approve these claims as the date of loss was prior to the Illness eligibility date. The date of service for Claim #XXXXXX was 5/27/2014 & #XXXXXX was 6/19/2014. Trupanion is unable to extend coverage to illnesses or accidents that have exhibited signs or symptoms prior to policy inception or during the waiting periods. Please find the exact policy wording shown below. WAITING PERIODS: (1) Illnesses that occur or recur within the first 30 days from the Policy enrollment date (or from a policy enhancement date); or (2) Injuries from an accident that occurs within the first 5 days from The policy enrollment date (or from a policy enhancement date). PRE-EXISTING EXCLUSIONS: (A)Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Our goal at Trupanion is to offer the best coverage industry wide. We work very hard to make sure that the policy wording is transparent and easy to understand. We remain dedicated to the very best care for pets and customer service for our policy holders. I left a message by phone for Ms. ***** that I am happy to be a point of contact for her and to answers any question she may have. At this time Trupanion considers this case as closed. ******** ******** Research and Resolution t: XXX-XXX-XXXX; ext. **** e:*****************@trupanion.com Initial Consumer Rebuttal /* (3000, 7, 2014/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did get a message from Trupanion but no one ever told me that there was a waiting period. That last sentence from ******** ******** speaks for itself. Trupanion considers this case closed. They take money from consumers and do not provide insurance in time of need. It is consider false advertising. I want my money refunded to me for all monthly insurance payments to them if they are not going to keep up their end of the deal. I do want this complaint to be posted. They do not inform their clients that there is a waiting period. And yes ******** did contact me but only after I started asking question about payment and when I would receive refund. Final Business Response /* (4000, 9, 2014/09/18) */ BBB Complaint ********* (Rebuttal) Owner: ******* ***** Policy #TUXXXXXXXXXX Pet's name: ****** ***** Policy Enrollment Date: 5/20/2014t Injury Eligible Date: 5/25/2014 Illness Eligible Date: 6/19/2014 Claim #XXXXXX & #XXXXXX Claimed Condition: Moderate cystitis, urinary bladder, mild to moderate sediment/tiny calculi Claim Conclusion: Ineligible due to waiting periods Upon receiving the complaint rebuttal to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. While we can understand how frustrating it can be to have a denied claim, it is important to note that Ms. ***** did enroll her dog ****** through the Trupanion web site. Trupanion has worked very hard to ensure all the pertinent information is visible and easy to understand at every step of the online enrollment process. Once the enrollment was completed online, Mr. ***** was emailed a copy of the policy, ******'s Declaration Page and welcome information. All of the waiting periods are also stated in this paperwork. I attempted to reach out to Ms. ***** on 9/17/2014 by phone. Sadly Ms. ***** explained to me that my call was at a bad time and she could not talk. With this call, I had hoped to come to some sort of resolution even though Trupanion cannot give back premiums on an active policy. Perhaps with direct communication I could be of more assistance to Mr. *****. Therefore I remain available to take Ms. *****'s call at any point should she wish to discuss ******'s policy further. While we know that it may not seem like it now, the coverage that ****** has for future illnesses and accidents is vast. Trupanion would hate for any pet parent to be put in a situation where coverage that could have been eligible is needed but not applicable. We whole heartily encourage Ms. ***** to consider keeping the policy for future, unknown accidents and illnesses At this time Trupanion considers this case as closed. ******** ******** Research and Resolution t: XXX-XXX-XXXX; ext. **** e:*****************@trupanion.com Final Consumer Response /* (4200, 11, 2014/10/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Yes, ******** ******** did call me, during my lunch hour seconds before I was to clock back into work-I did explained to her that I was unable to speak at this time. *** ******** was very rude, she did not apologize or try to start dialog with me. She simple asked would you like to could you policy through Trupanion, I stated once again that I needed to go right now- I had to go back to work. I do not believe that terminating my pets policy is resolution, Honesty and doing the right thing by the company and its policy-would be resolution. I am not satisfied with this response, I believe that Trupanion needs to except fault and resolve this issue. Thank You, ******* *****

10/15/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Our pet had preapproved surgery which was to involve a $300 deductible - Trupanion paid $300 less than we are owed claiming there should be two $300 deductibles for the same surgical operation that removed two growths from our pet at the same visit.

Desired Settlement: $300

Business Response: Initial Business Response /* (1000, 5, 2014/08/11) */ BBB Complaint #XXXXXXXX Owner: ****** ****** Policy ****** Pet's name: ***** Policy enrollment date: 10/2/2009 Injury coverage eligible date: 10/7/2009 Illness coverage eligible date: 11/1/2009 Deductible $300.00 per-condition Claim #XXXXXX Condition: Mast Cell Tumor Removal Claim conclusion: Condition eligible Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. In the BBB complaint, Mr. ****** is unhappy that each Mast Cell Tumor is subject to its own deductible of $300.00. Trupanion had the pleasure of processing a claim #XXXXXX for ****** ***** had surgery on 7/16/2014 where he had 2 Mast Cell Neoplasm tumors removed. We were please to advise the ****** family that these two conditions were eligible for coverage. However each of these tumors is viewed as its own conditions. Mr. ****** emailed in to Trupanion on 7/25/2014 with questions regarding this claim. I responded that although I can understand how frustrating it can be, Mast Cell Tumors are common and may be found solitary or multiple on a pet's body. In the event there are multiple masses, if there is not a direct lymphatic or vascular connection between them, they are considered independent tumors. Therefore in a case such as this, if there is a deductible as chosen by the policy holder, it would be applied to each Mast Cell Tumor. DEFINITION: (F) The monetary amount that you pay for each condition. Once the deductible amount has been met for a specific condition, the policy will then pay out all future losses subject to all other terms and conditions. Further in my email response I explained to Mr. ****** that Trupanion has a compressive appeals process. Should his veterinary be able to provide new histopathology results that may put these Mast Cell Tumors in another category, the appeals team would be happy to look over the claim once again. I gave Mr. ****** my direct fax number and advised that I would assist him through the appeals process. I have not yet seen an appeal letter as of yet. CLAIM PROCESS: (C) In the event of a disagreement between you and us concerning the coverage of a claim, you may request a review of Trupanion denial pursuant to our voluntary denied claims review process. If Trupanion affirms denial of your claim, you may further request that your claim be reviewed by an independent third-party veterinarian "ITPV" to adjudicate whether the medical reasoning for denial is justified. The ITPV's decision shall be final and binding on Trupanion. Our goal at Trupanion is to offer the best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. We wish for a happy and healthy future for ***** and we are truly happy that he is a part of the Trupanion family. I remain a point of contact for Mr. ****** and will happy to assist in anyway. At this time Trupanion assumes this complaint as closed. ***************** Research and Resolution t: XXX-XXX-XXXX; ext. **** e:*****************@trupanion.com Initial Consumer Rebuttal /* (3000, 7, 2014/08/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trupanion's assertion that two deductible amounts for one surgery is unacceptable. There was one surgical procedure removing two masses. One deductible only should apply. This is just an excuse for Trupanion to avoid paying a justly filed claim. They have a history of looking for ways to avoid paying claims as was demonstrated when they previously denied a claim on our dog's hip operation saying that it was a preexisting condition because she had the other hip operated on. I request fairness - I agreed to pay one $300 deductible - NOT two for one surgical session. Pay the claim and have some respect for honoring a long paying customer. Final Business Response /* (4000, 9, 2014/09/02) */ Owner: ****** ****** (Rebuttal) Policy ****** Pet's name: ***** Policy enrollment date: 10/2/2009 Injury coverage eligible date: 10/7/2009 Illness coverage eligible date: 11/1/2009 Deductible $300.00 per-condition Claim #XXXXXX Condition: Mast Cell Tumor Removal Claim conclusion: Condition eligible Trupanion is truly happy to assist our policy holders with any questions that they might have. We also understand the frustration and emotion that is involved when caring for a sick pet and making the best decision for them. However as outlined in the first response, Trupanion has a policy in place that allows an owner to choose a deductible that best suits their financial needs. It is definitely not our intention to upset Mr. ****** but we do have to uphold the policy and be fair to all policy holders. In order to continue offering insurance at a reasonable rate without unnecessary and unfair inflation, we can only pay claims that meet the standard set for the by our policy. As noted in our first response, if Mr. ****** wants to appeal the se specific masses, I am happy to be a point of contact and assist with that appeals process. We hope that ***** is happy and healthy and we are so glad that he is a part of the Trupanion family. At this time Trupanion does consider this case as closed. However we are always here to assist in any way we can. Sincerley, *********** ******** Research and Resolution T:XXX-XXX-XXXX ext. **** E:*****************@trupanion.com Final Consumer Response /* (4200, 11, 2014/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trupanion is once again manipulating the facts to avoid paying a legitimate claim. They are insisting on charging two $300 deductibles on the same surgical session to remove two growths suspecting on being mast cell cancerous tumors. Trupanion has a history of manipulating the truth to avoid paying rightful claims. I have and continue to pay my monthly premiums but when the one time in the many years we have paid these premiums, we make a claim, Trupanion tries to cheat me by charging two deductible amounts during the same surgical session for removal of two growths. That is unacceptable and Trupanion should be ashamed to try to save $300 when they have been paid thousands of dollars over many years. Do the right thing Trupanion and stop cheating your customers!

9/23/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Trupanion accepted ********* as a non neutered pet when she was 7, but they are refusing to cover the emergency spay due to pyometra citing that it is because she was not neutered before she was one. Well, that's the third story. the first was that she was a "working dog." the second was that she was a breeding dog. Then, when the vet sent a letter saying she had never been bred and it was a life threatening illness, they claim they told me "in a conversation" that I needed a breeding clause even though I had no plans to breed her. A conversation they can provide no copy of.

Desired Settlement: payment for the vet bill in the amount of $2800 for the surgery needed to save the dog

Business Response: Initial Business Response /* (1000, 5, 2014/09/05) */ Date: September 5th, 2014 BBB Case #: XXXXXXXX Ms. ******* ******* Policy #: TUXXXXXXXXXX Pet: "*********" Enrollment date: 01/17/2014 We have reviewed the claims filed by Ms. ******* and affirm the denial for the condition of "Pyometra". Ms. *******'s Afghan hound, "*********", was intact and not spayed at the time of the claimed condition. The condition of Pyometra occurs in unspayed females. Ms. ******* enrolled ********* on January 7th, 2014, endured a five day waiting period before accident coverage began and a thirty day waiting period before illness coverage began. Ms. ******* called into Trupanion on January 7th and was advised by a staff member to consider adding the "Breeding Endorsement (Rider)" onto her standard core coverage. The "Breeding Endorsement (Rider)" allows for extended coverage as our policy includes limitations for intact pets (See section 6.d). At the time, Ms. ******* declined. The condition claimed for on claim #XXXXXX was "Adrenal Gland Tumor + Pyometra - surgery". Trupanion was able to offer coverage to the condition of "Adrenal Gland Tumor/mass". The condition of "Pyometra" was denied under the Section 6.d of the policy: Section 6.d "You must arrange for your pet to be neutered or spayed prior to its first birthday. If you do not comply, no coverage shall apply for illnesses related to prostate problems, hormonal skin conditions, perianal hernias, testicular tumors, perianal tumors, mammary tumors, uterine and ovarian conditions, birthing, or injury due to fighting, collision with a motor vehicle, or aggressive behavior. This stipulation does not apply to pets where the timing of being spayed or neutered was in conjunction with their veterinarian's medical recommendations, or to pets spayed or neutered within 60 days of being adopted." Our goal at Trupanion is to offer the very best coverage industry wide and compassionate customer care. We remain dedicated to offering the most comprehensive policy and all claims to be reviewed in a fair and just manner for all those enrolled with us. ****** ****** Research and Resolution T:XXX-XXX-XXXX *** **** E: *************@trupanion.com

9/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: This company withdrew funds from my checking account 10 days prior to the date that was agreed upon causing an overdraft fee on my account as I am on disability and I explained the funds were not available yet! I spoke to a supervisor who assured me this error would be corrected and a full refund would be given to me and returned to my mastercard on file with in 3 days and I recieved an email stating such as well! On day two I called and left a message! Noone called me back! On day three I called my bank and the funds were not returned I called this company again another voice message was, left! I then called back to customer service and was told by the same supervisor a check was issued! In the meantime my bank has charged me an overdraft fee because the bank covered the early withdrawal of the funds! Now with the check being issued and I will not recieve any funds until the end of the month I will be assessed another overdraft fee so this original $93 dollar bill will, now cost me an additional $70! I was told by the supervisor that the company will cover all fees after I submit proof of the overdraft fees! Now keep in mind I am disabled and have to figure out a way to get a copy of my account summary emailed or faxed to them!! Terrible just simply inexcusable on their part! Are these people trained at all..

Desired Settlement: I want my $93 refunded to my bank account and all the overdraft fees covered! They need better training as professionals and a clear policy needs to be put in place! As far as a negative, rating with my bank I am not sure how this can be fixed! In today's society credit bureau check into accounts to make sure they are in good standing and now this company error has made a negative remark on my banking account! I wonder if they did this thinking because I am disabled that I can be easily taken advantage of!!

Business Response: Initial Business Response /* (1000, 5, 2014/09/08) */ Policy #TUXXXXXXXXXX Owners Name: ****** ****** Pet's name: ********* Policy enrollment date: 7/16/2014 Injury coverage eligible date: 7/16/2014 Illness coverage eligible date: 7/16/2014 Deductible $500.00 per-condition Complaint: Refund and overdraft fee Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns in this complaint could be met. In this BBB complaint, Mr. ****** is unhappy that his payment was not pulled on the date he felt was agreed upon with Trupanion. Due to this payment pull, Mr. ****** claimed that he incurred an NSF fee. Mr. ****** has requested to have a full refund of his premium and his NSF fee re-funded to him. Trupanion is truly sorry that this event has taken place and that Mr. ****** was inconvenienced. As if September 5th, 2014 a check for the full re-fund and the NSF fee has been issued to Mr. ******. At this time the policy for ********* is cancelled but we would love to see her covered by Trupanion again in the near future. Our goal at Trupanion is to offer the best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. We wish for a happy and healthy future for *********. I will remain a point of contact for Mr. ****** and will happy to assist in anyway. At this time Trupanion assumes this complaint as closed. ******** ******** Research and Resolution t: XXX-XXX-XXXX; ext.***** e:*****************@trupanion.com Initial Consumer Rebuttal /* (2000, 7, 2014/09/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Last October I took out a policy with Trupanion for my dog ********* At 1st his Vet thought he had been poisoned..That was ruled out. Then She diagnosed him with late "Onset epilepsy". I called Trupanion in Jan and asked if "Diagnostic services" would be covered. The lady said "Sure, I don't see why not."..So, I took him to ******* ********** *********** who suggested he have an MRI.. ( $2200.00) which showed he had a "Brain tumor".His Dr said he should have the surgery ASAP..Thinking I had Pet Ins of course I had him do it. ($6000.00 plus)..Then radiation at *** ********** ******** ******* ( $4000.00 plus). Just last month he had to be readmitted to *** for a few days. I took him 1st to "Access ER" ( $330.00) I didn't submit the last bill to Trupanion as they say everything is "Pre-existing"..I am spending a small fortune in his meds every month..I am a widow living on a fixed income and live all alone except for my doggy. I had to take out a "Special credit card" to pay for all of this. They don't care. They even had me get proof of the prior Pet Ins he did have that I had canceled..I asked "Why?" And the lady said "So we know who pays 1st"..As soon as they received the email saying his old ins policy had been canceled I got an email from them saying "No, we are not paying..it is "Pre-existing"

Desired Settlement: I would like for them to pay as his policy states..or at least help out..I do not want to lose my dog because I cannot afford his meds or cannot afford to take him to his Dr.

Business Response: Initial Business Response /* (1000, 5, 2014/07/25) */ BBB Case #XXXXXXXX Policy holder: ******* ****** Policy #TUXXXXXXXXXX Pet: ******** Enrollment Date: 10/25/13 Upon receipt of Ms. ******'s complaint with the Better Business Bureau, the policy was reviewed to determine if a resolution to Ms. ******'s concerns could be established. In the complaint, Ms. ****** expresses her opinion that her pet's condition of "Seizure, Brain Tumor" was not related to the pre-policy seizure condition. Ms. ****** did not agree with the original review of the claim and sought an appeal. Trupanion's appeal processed reviewed all available information plus additional information provided by Ms. ******'s veterinarian. However the appeal ruling upheld the denial as per Trupanion's policy exclusion 7.b.1: b. Conditions Not Covered (1) Illnesses for which any evidence and/or symptoms of their potential manifestation exist at, or prior to, the policy enrollment date; In ********'s medical records from ****** **** ****** ******** on October 2013 it reads: 10/17/13 "... stopped by w/ ********, they were in the car when his body suddenly stiffened and his eyes rolled back, this lasted about a minute and when she came in she said he was acting normally then. She made an appt to see Dr. **** tomorrow.." 10/18/13 "Yesterday, body stiffened, eyes rolled back, lasted about a minute. Diagnosis: Seizures" " 1. Discussed safe seizuring and when to medicate 2. keep a seizure log 3. Plan pending blood work 4. If seizures become more frequent, see **** *******. 10/21/13 "If ******** seizes 2 more times in the next 3 weeks, we need to send him to see **** ********. The cause for acute onset of seizures in a 9 year old dog will require a neurologist." Noted post enrollment, but within illness waiting periods: ********'s signs and symptoms continued during the initial accident and illness waiting periods (5 and 30 days, respectively) as recorded in the medical records from ****** **** ****** ********* 11/12/13 "Another seizure/pooped in house and seems to have lost vision. ******** had another seizure last night. Initially ******** was walking in circles and he defecated. Owner heard ******** collapse then saw him kicking and paddling. After ******** was able to get back up on his feet he seemed blind. Similar abnormal neurologic activity early this morning and again early this afternoon. Sometimes ******** has tonic/clonic activity when he collapses, sometimes he is extensor rigid and trembling. Diagnosis: Seizures. Discussed meds vs neuro consult vs meds and neuro consult. Gave owner contact information for Dr. ******* at SVS. Rx Phenobarbital" As these signs and symptoms were noted prior to enrollment in the policy and during the initial waiting periods, it makes this condition, and anything related to the condition ineligible as in accordance with Trupanion's policy. As Trupanion is secondary insurance, we do require either proof of cancellation of previous insurance policies or we ask that you submit your claims through the primary company first, and then re-submit with the primary company's explanation of benefits for review. Trupanion feels like they have offered every available avenue to allow for a fair and just review of the ********'s claimed condition. Unfortunately, Trupanion was unable to find enough evidence to disconnect the current claimed condition with the pre-policy signs and symptoms. Trupanion understands how heartbreaking it can be for our policy holders when their pets are sick or injured and our hearts go out to Ms. ******. Our goal at Trupanion is to offer the very best coverage industry wide and compassionate ******** service. We remain dedicated to offering the most comprehensive policy and all claims to be reviewed in a fair and just manner for all policy holders. At this time, Trupanion considers this case closed. Sincerely, ************* Research and Resolution lead XXX-XXX-XXXX EXT **** *************@trupanion.com Initial Consumer Rebuttal /* (3000, 7, 2014/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) In ********'s records it states "Late onset epilpsey" as his condition. I have those records. He has since been hospitalized once more..if this happens again, I cannot afford to have my 4-legged child anymore. How sad is that??!! Final Business Response /* (4000, 9, 2014/08/07) */ BBB Case #XXXXXXXX Policy holder: ******* ****** Policy #: TUXXXXXXXXXX Pet: ******** Enrollment Date: 10/25/13 Trupanion has thoroughly reviewed all medical records, appeal letters, and questions and concerns from Ms. ****** in regards to *********** policy. We believe that we have treated this case in a fair and just process as the previous responses outlined the steps we took to address the concern. Trupanion understands the frustration and emotion that is involved in receiving a denied claim, and it is definitely not our intention for this to be Ms. ******'s experience. In order to continue offering insurance at a reasonable rate without unnecessary and unfair inflation, we can only pay claims that meet the standards set forth by our policy. We hope that *********** condition is manageable and wish both her and Ms. ****** the best health in the future. At this time Trupanion does consider this case closed. Sincerely, ****** ****** T: XXX-XXX-XXXX EXT **** E: *************@trupanion.com

8/5/2014 Problems with Product/Service | Read Complaint Details
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Complaint: May 26, 2014 BBB of Alaska, Oregon and Western Washington 1000 Station Drive, Ste 222 DuPont, Washington XXXXX To Whom it May Concern: Please accept this as my formal complaint against Trupanion Insurance for not acting in good faith in terms of honoring claims submitted for my dog, ********* related to a condition he began having with inflamed paws after I signed up for insurance with the company and began paying premiums in the amount in excess of $80.00 per month. After adopting ******** from his former owners who moved out of the country, I signed him up for Trupanion Pet Insurance. Sometime later, ******** began having significant discomfort and obvious inflammation on all four of his paws. He licked them constantly, and didn't want to go for walks or play. I took ******** to see Dr. **** **** at **** **** ****** ******* which happens to be the same clinic his former owners had taken him to since he was a puppy. As a result, **** **** was familiar with ******** and had his complete medical history. Upon examining him, Dr. **** determined that ********* problem was due to either spontaneous contact or a wound and that he needed to begin taking the drug Cyclosporin immediately in order to treat it. While it is a fairly expensive drug, I purchased it right away and then filed a claim with Trupanion for reimbursement. I was surprised when the company denied the claim, stating that ******** had previously suffered from chronic ear infections, which according to Trupanion, qualified as a pre-existing condition and that the previous ear infections were somehow related to his current problems with his paws. I called Dr. ***** who said while she could understand how Trupanion could tie the two conditions together in some cases, it was her professional opinion in examining him that the two were not at all related in ********* case. She was confident enough in that she wrote to Trupanion to support my claim for reimbursement for the Cyclosporin. (A copy of Dr. ****** letter is available upon request.) I then appealed to Trupanion, stating that Dr. ***** who is a very well-respected vet in this region, did not believe there was a correlation between ********* paw problem and previous ear infections. Trupanion had one of its in-house vets talk to Dr. ***** at which time she assured him of the same. Trupanion continued to accept ********* insurance premium for several months while they considered my appeal. After another denial, they sent the case to their "independent veterinarian" for a final review. That report came back stating their vet determined there was a correlation between the current problem with ********* paws and his previous chronic ear infections and, therefore, my claim was denied. I immediately cancelled my insurance policy. I do not understand how Trupanion could come to such a conclusion when it isn't a cut and dry situation, and the veterinarian examining the animal emphatically states there is no preexisting condition with such confidence that she is willing to put it in writing. I spoke with a Trupanion representative to let them know how troubled and disappointed I was with what I saw as an arbitrary determination that was disputed by a professional veterinarian who had the dog and his full set of records in front of her. I have not filed this complaint until now as I waited until I had irrefutable proof that Trupanion's decision was wrong. After several months on Cyclosporin, ****** has not had one recurrence of any problems with his paws. He has, however, had a very serious ear infection that required immediate medical attention while he was on the drug, proving the two conditions are not related. If they were, either he would not have had another ear infection or the problems with his paws would not have been addressed. As an insurance company, I believe Trupanion did not act in good faith in that they completely ignored the diagnoses of the doctor who had a long history with the animal and who could physically see the difference between the two problems. As a result, I am requesting that you conduct an investigation of this matter and any other complaints you may have received against the company. Many people pay their pet's insurance premiums expecting that problems like this would be covered if they arise. Clearly, I would never have expected ear infections to be covered as his file clearly showed he had many throughout his life. The inflammation of his paws is another matter. I am also filing a complaint with the ********** ***** ********* ************ and would appreciate if you would let me know what your investigation reveals I would be happy to discuss this matter in more detail or answer any questions you might have if you call me at***/XXX-XXXX. I also believe Dr. **** would be willing to talk to you as well. She can be reached at ***/XXX-XXXX. Thank you in advance for your help and consideration, and I look forward to hearing from you. Sincerely, **** ** *****

Desired Settlement: I wish to be be fully reimbursed for all of the insurance premiums I paid to Trupanion for ******** as I believe the company did not act in good faith or honor their obligation to pay for his care in this case.

Business Response: Initial Business Response /* (1000, 6, 2014/05/30) */ BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX Owner: **** ***** Pet: "******" Enrollment date: 05/14/2013 Upon receiving this complaint from the Better Business Bureau, a review of the policy was to determine if a resolution to the policy holder's concerns could be reached and to gain clarity of the nature of the complaint. In the complaint, Ms. ***** expresses her opinion that her pet's condition of ************** was not related to the pre-policy ******** condition. Ms. ***** did not agree with the original review of the claim and sought an appeal. Trupanion's appeal processed reviewed all available information plus additional information provided by Ms. *****'s veterinarian. However the appeal ruling upheld the denial as per Trupanion's policy exclusion 7.b.1: 7.b.1: b. Conditions Not Covered (1). Illnesses for which any evidence and/or symptoms of their manifestation already exist at, or prior to, the policy enrollment date; ******'s medical records reflect extensive history ******-like symptoms as described in the appeal ruling: Secondary Review Comments: Appeal: **************: Remains denied. Pre-policy pet displays recurrent ******/ ******** ****** symptoms. **** are chronic recurrent with refills and treatment of **** noted for y**** and most recently as April 2013- just prior to enrollment. Claimed condition presents just outside all waiting periods and app**** initially as an isolated focal **************, but progresses to affect all ******************, ****** becomes a component in subsequent visit and condition is then assessed as "continued *****" and pet is placed on ******a. This condition is consistent with a continuum/progression of the pre-policy *******/******** ****** symptoms and is treated as such. After the appeal, our staff veterinarian, Dr. ************** reached out to Dr. **** at *********************** at the request of Ms. *****. Dr. ********'s review of the conversation with Dr. **** was that both doctors agreed that this dog's pre-existing problems are associated with current claim. Ms. ***** reached out to management at Trupanion and further discussed options. She opted to pursue the Independent Third Party Veterinarian ("ITPV") review to adjudicate whether the medical reasoning for the denial is justified. The "ITPV" decision is final and binding on Trupanion. The veterinarian, who is a board-certified specialist in veterinary dermatology, reviewed all available medical records as well as Dr. ****' s original appeal letter. The ITPV outcome upheld the original denial and stated in conclusion, "As such, all claims for ******, **************, secondary ********** h***************, secondary ************************ and any/all secondary ********* associated with ******* (****** dermatitis and food *******) should be considered pre-existing". Trupanion feels like they have offered every available avenue to allow for a fair and just review of the ******'s claimed condition. Unfortunately, Trupanion was unable to find enough evidence to disconnect the current claimed condition with the pre-policy signs and symptoms. Trupanion understands how heartbreaking it can be for our policy holders when their pets are sick or injured and our hearts go out to Ms. *****. Our goal at Trupanion is to offer the very best coverage industry wide and compassionate ******** service. We remain dedicated to offering the most comprehensive policy and all claims to be reviewed in a fair and just manner for all policy holders. At this time, Trupanion considers this case closed. ************* Research and Resolution T:XXX-XXX-XXXX Ext: **** E: *************@trupanion.com Initial Consumer Rebuttal /* (3000, 8, 2014/06/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trupanion continues to claim that my dog's long history of ear infections indicate a preexisting condition in relation to the problems he experienced years later with his paws. As stated previously, the veternarian who examined him vehemently disagreed as she saw the paws as a contact reaction as opposed to a systemic allergic reaction. Trupanion continues to repeadtedly state the paw issue was pre-existing despite the fact we subsequently proved beyond any reasonable doubt that it was not, when the ongoing treatment of Cyclosporin has completely eradicated any and all issues with his paws, while his chronic ear infections continue. Again, if the two illnesses were related, the Cyclosporin would address both. My dog's vet records are available for review if needed. It concerns me that even with irrefutable, factual proof, Trupanion is unwilling to reverse its original decision and admit the denial was made in error. It is simply wrong and I consider it not only to be a bad business practice, it is nothing less than a breach of contract. Final Consumer Response /* (4200, 12, 2014/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) (The consumer indicated he/she DID NOT accept the response from the business.) Trupanion continues to claim that my dog's long history of ear infections indicate a preexisting condition in relation to the problems he experienced years later with his paws. As stated previously, the veternarian who examined him vehemently disagreed as she saw the paws as a contact reaction as opposed to a systemic allergic reaction. Trupanion continues to repeadtedly state the paw issue was pre-existing despite the fact we subsequently proved beyond any reasonable doubt that it was not, when the ongoing treatment of Cyclosporin has completely eradicated any and all issues with his paws, while his chronic ear infections continue. Again, if the two illnesses were related, the Cyclosporin would address both. My dog's vet records are available for review if needed. It concerns me that even with irrefutable, factual proof, Trupanion is unwilling to reverse its original decision and admit the denial was made in error. It is simply wrong and I consider it not only to be a bad business practice, it is nothing less than a breach of contract Final Business Response /* (4000, 15, 2014/07/02) */ Policy #TUXXXXXXXXXX Owner: **** ***** Pet: ********** Enrollment date: 05/14/2013 Trupanion has thoroughly reviewed all medical records, appeal letters, and questions and concerns from Ms. ***** in regards to ********* policy. We believe that we have treated this case in a fair and just process as the previous responses outlined the steps we took to address the concern. The Independent Third Party Review appeal is final and binding on the claim outcome as per our policy document, section 4.c. We wish Ms. ***** and ****** the best in the future. At this time Trupanion does consider this case closed. Sincerely, ****** ****** T: XXX-XXX-XXXX EXT **** E: *************@trupanion.com

8/4/2014 Problems with Product/Service | Read Complaint Details
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Complaint: June XX XXXX at 7:47pm I enrolled my pet ***** ***** because Trupanion was offering a free trial at my place of employment for all employees. Shortly after enrollment my dog had severe bloody diarrhea and was relieved that I had signed up for this insurance. I took her to the vet which is my secondary place of employment and performed radiographs and blood work. The Doctor on staff determined that ***** would have to stay over night. Something I would have never done if I had not had insurance. All said and done I submitted a claim to Trupanion. Which was quickly denied. Their first reasoning for the denial was that ***** had eaten a chicken 7 days prior, which later Trupanion was told by the Doctor that, that was unrelated to his diagnosis and was just taking a good history of the patient. A secondary denial was that the time stamp to the Idexx(lab) machines where previous to enrolllment. I had one of the practice managers and Doctor on the case confirm there was an error on the machines(the machines where 2 hours and some change off) and informed Trupanion of this. Unsure of what time I had gotten ***** to the vet I had told the representative I would get paper documentation because I knew it was sometime after enrollment that I had brought her. I sent in paper documentation that I checked into the hospital at 8:20PM, that is clearly MORE than one hour after enrollment. However because I was unsure of the times and the woman on the phone was using the times I had said AFTER I had clearly said I am not sure exactly let me get documentation. My claim was declined. This is an outrage to me. All proper protocols were preformed. This was not a preexisting condition prior to enrollment. Trupanion has all of these documents.

Desired Settlement: The policy that I signed up for is a $250 and a 90% pay out. The bill is $1,046.40. I am responsible for a $250 deductible and the remanding 10%. That is what I am seeking from Trupanion.

Business Response: Initial Business Response /* (1000, 5, 2014/07/09) */ BBB Complaint #XXXXXXXX Owner: **** ********* Policy #TUXXXXXXXXXX Pet's name: ***** ***** Policy Enrollment Date: 6/13/2014 Claim #XXXXXX /Invoice Amount $1,046.40 Claimed Condition: Hematochezia Claim Conclusion: Ineligible Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. In the BBB complaint, Ms. ********* has concerns regarding the denial of claim #XXXXXX for her pet ***********. The claimed condition of Hematochezia was found to be ineligible. Based on the time stamps noted by Idexx Chemistry labs, the diagnostic testing was started for ***********'s condition at 6:55 p.m. EST. However the 30-day trail Declaration page indicates that enrollment began at 7:37 p.m. EST. Because of these time stamps, the claim was deemed ineligible in accordance with the policy. Unfortunately Trupanion is unable to extend coverage to illnesses or accidents that have exhibited signs or symptoms prior to policy inception. PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Upon learning of the denied claim, Ms. ********* and her vet *** ******** request an appeal for claim #XXXXXX. To support her appeal, Ms. ********* sent in evidence she felt proved that the Idexx time stamps were incorrect. *** ******** also stated that *********** was already enrolled when she began to treat him that night. As Trupanion has a comprehensive appeal process, all the new info provided to Trupanion was reviewed by the Appeals team. Sadly upon second review the claim for *********** remained denied. CLAIM PROCESS: (C) In the event of a disagreement between you and us concerning the coverage of a claim, you may request a review of Trupanion denial pursuant to our voluntary denied claims review process. If Trupanion affirms denial of your claim, you may further request that your claim be reviewed by an independent third-party veterinarian "ITPV" to adjudicate whether the medical reasoning for denial is justified. The ITPV's decision shall be final and binding on Trupanion. Our goal at Trupanion is to offer the best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. I have been in contact with Ms. ********* by phone on a few occasions. Ms. ********* remains dissatisfied with the appeal denial. I have advised Ms. ********* that Trupanion is still looking into this case for her. At this time there is no agreed upon resolution between parties. As new info becomes available, I will update this BBB case. Ms. ********* is aware that I am acting as her point of contact and that I will reach out to her with questions or any new information that I have. At this time *********** is still on his 30-day trial however it will expire on 7/13/2014. We hope Ms. ********* will continue ***********s insurance and convert to a full policy. We would love to continue to be a part of ***********'s life and hope that he stays with Trupanion for many more years. ******** ******** Research and Resolution t: XXX-XXX-XXXX; ext. **** e:*****************@trupanion.com Initial Consumer Rebuttal /* (3000, 7, 2014/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) As explained by myself, the doctor on the case and Practice manager the time stamps on the lab machines were incorrect. The check in sheet shows that I arrived at 8:20pm X-rays also were time stamped for 8:20pm I performed blood work after the fact. This information also was given to Trupanion. I feel even with my supporting documentation Trupanion just will not abide by their own policies. This was NOT a preexisting condition. Trupanion will not give me coverage because of human error that I had no control over, a simple mistake was made by not having the correct time stamp. Final Business Response /* (4000, 9, 2014/07/21) */ Case rebuttal:XXXXXXXX Complaint or Desired Resolution: Denied claim Policy I.D. #TUXXXXXXXXXX Owner: **** ********* with dog ***** ***** Enrollment Date: 6/13/2014 Eligibility date: 6/13/2014 Claimed Condition: Hematochezia Claim#: XXXXXX/Invoice Amount $1,046.40 Claim Conclusion: Ineligible Outcome: Claim denial stands *First signs or symptoms presented at exam on 6/13/2014 prior to enrollment. As per the trial, any new conditions that occurs after the trial enrollment is eligible for coverage. We are so sorry to hear that Ms. ********* remains unhappy with the claim denial. Our goal at Trupanion is to offer the very best coverage industry wide. Pets are our passion *** we completely understand how frustrating it can be when your pet is sick or injured. So Trupanion would not want to put Ms. ********* in the position of not being reimbursed for a claim unless we could reach a solid conclusion that we stand behind. In an effort to be completely fair, Trupanion veterinarian *** ***** ******** looked into this case extensively. *** ******** was in close communication with *** ******* from *************************** who did confirmed that *********** was seen somewhere between 7-8 p.m. for the condition of Hemotochezia. The final ruling on this claim is that Trupanion can find no evidence that the time stamps for the diagnostic tests ran for *********** are incorrect. *** ******* has confirmed that the first labs started at 6:55 p.m. and the last at 7:19 p.m. So Trupanion is confident that the free 30-day trial in questions was activated after *********** was already admitted to the hospital. Even though we are unable to pay this claim we would like to extent our gratitude for allowing us to assist Ms. ********* with her medical needs for ***********. Currently ***********'s policy is cancelled however I remain a point of contact for Ms. ********* and welcome any questions she may have. Lastly we wish *********** health and happiness. ******** ******** Research and Resolution T:XXX-XXX-XXXX xt. **** e:*****************@trupanion.com

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have been trying to cancel my policy with Trupanion for the last 3 months. I have called 3 times and they always say that someone will get back to me and they never do. This is an automatic withdrawal every month and I feel that I should be reimbursed for the last 3 months that I have been unable to contact them to stop these withdrawals.

Desired Settlement: DesiredSettlementID: Refund Refund for the past 3 month's for which I did not want service.

Business Response: Initial Business Response /* (1000, 5, 2014/07/11) */ BBB Case #XXXXXXXX Policy holder: *** ******* Policy #TUXXXXXXXXXX Pet: ***** and **** Upon receipt of *** *******'s complaint with the Better Business Bureau, the policy was reviewed to determine if a resolution to Ms. *******'s concerns could be established. Upon reviewing Ms. *******'s account, it has been confirmed cancelled on June 30, 2014 when email confirmation was received. Trupanion must receive written (or emailed) request in order to cancel a policy as required by state insurance law. Trupanion found that Ms. ******* attempted to cancel her account by phone on April 2nd, 2014. The representative sent Ms. ******* an email to respond to so that Trupanion may finalize the cancellation. After fifteen days, the cancellation request was voided and the account remained active as Trupanion had not received response. As Trupanion has already refunded for the remaining days in June (amounting in $63.95 for 23 prorated days), we are willing to compromise and refund the policy holder the premium cost for the month of May 2014 if that will assist the policy holder and address her frustration. At this time, Trupanion considers this case closed. Sincerely, ****** ****** Research and Resolution Manager XXX-XXX-XXXX EXT **** *************@trupanion.com Initial Consumer Rebuttal /* (2000, 7, 2014/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes, I will accept this compromise and take the refund for the month of May.

7/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I have a pet that just had to have surgery that cost over $5000 and they will not pay any of the claim. They are denying my claim because they say it was a "pre-existing condition" YET my Veterinarian wrote a letter to them specifically stating that it was not a pre-existing condition and that they have no right to deny my claim based on this. I was told that their veterinarian, who has never seen my dog, thinks it was a pre-existing condition so they are not going to pay it! Additionally, I was sent a letter stating that my claim was denied because the accident occurred before the policy was in place. However, the agent with the company incorrectly imputed the date and therefore it was not before the policy was in effect. However, when this was brought to their attention, they quickly came up with another excuse as to why they would not pay the claim. This is an unfair business tactic used to avoid making a payment on a valid claim.

Desired Settlement: Payment of the claim that was filed with the company.

Business Response: Initial Business Response /* (1000, 7, 2014/06/06) */ Upon receiving this complaint from the Better Business Bureau, a review of the policy was done to determine if a resolution to the policy holders concerns could be reached and to gain clarity of the nature of the complaint. In the complaint Ms. ******** stated that her vet did not agree with the denied claim for Hind Limb Parasis/Disc Disease. While processing the claim Trupanion found that in the medical records clinical signs or symptoms that were pre-policy were present. As per the Trupanion policy section (5.C.1.) the condition was denied on the basis of being a pre-exiting condition. PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Trupanion offers a comprehensive appeal process where Ms. ******** and her vet requested an appeal of the denied claim. This condition has been reviewed by an independent third party specialist for final determination of eligibility. Unfortunately the ruling came back as also denied. There can be no coverage extended. Ms. ******** and her veterinary were notified on 6/4/2014 by phone and in writing. CLAIM PROCESS: (C) In the event of a disagreement between you and us concerning the coverage of a claim, you may request a review of Trupanion denial pursuant to our voluntary denied claims review process. If Trupanion affirms denial of your claim, you may further request that your claim be reviewed by an independent third-party veterinarian "ITPV" to adjudicate whether the medical reasoning for denial is justified. The ITPV's decision shall be final and binding on Trupanion. The team here at Trupanion absolutely understands how heartbreaking it can be for our policy holders when their pets are sick, injured or pass away. We too are pet owners and lovers and share these same struggles. Although Trupanion will not be able to cover this claimed condition, there is still so much value as we can never plan what will happen to our pet's health. I remain a contact point for Ms. ******** should she have any further questions. At this time Trupanion considers this case closed. Sincerely, ******** ******** Customer Experience Lead P: XXX-XXX-XXXX:Opt # ********** Initial Consumer Rebuttal /* (3000, 10, 2014/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is just the same thing they told me on the phone. Their vet, who has never seen my pet, has decided that there was something wrong with my pet and therefore the company would not cover my claim because they say it is a pre-existing condition. My vet, who has been seeing my pet for over 4 years, said that it was not a pre-existing condition. How can a company on the opposite side of the country know what has happened to my pet? I think this company is just like every other insurance company out there who does everything they can not to pay your legitimate claims. I would not recommend this company to anyone. They are a RIPOFF! Final Business Response /* (4000, 12, 2014/07/01) */ Case rebuttal: # XXXXXXXX Complaint or Desired Resolution: Denied claim Policy I.D. #TUXXXXXXXXXX Owner: ****** ******** & dog ***** Enrollment date: 4/18/2014 Eligibility date: 4/18/2014 First signs or symptoms presented at exam on 4/18/2014. As per the trial, any new conditions that occurs after the trial enrollment is eligible for coverage. Outcome: Claim denial upheld by ITPV We are so sorry to hear that Ms. ******** remains unhappy with the results of the Independent Third Party Review. Our goal at Trupanion is to offer the very best coverage industry wide. Pets are our passion and we completely understand how frustrating it can be when a pet is sick or injured. Although Ms. ******** disagrees with the ruling, Trupanion remains confident that Dr. ********* ** ******* who is board certified animal Neurology, has fairly reviewed and made an unbiased ruling in accordance with the policy terms and conditions. Even though ******** policy is cancelled at this point, I remain as a point of contact for Ms.******** and welcome any questions she may have. Lastly we wish ***** health and happiness. Sincerely, ******** ******** Research and Resolution *****************@trupanion.com XXX-XXX-XXXX ext ****

7/3/2014 Problems with Product/Service | Read Complaint Details
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Complaint: ***** from customer service handled my shock over a less than half payment on a claim with a very passive-aggressive demeanor. This was my first and only claim in the year I have been a customer. Not only did the clain take a very long time to complete with numerous confusing emails, many requests for information, and an untrained entry level customer service rep but the manager ***** that I spoke with after I was sent an email with all kinds of exclusions in it, treated my concerns with a highly passive aggressive and aggravating conversation. She seemed unaffected and haughty about the company and offered no feeling of customer service regarding my issues. I asked who the CEO was and she told me it was Mr ********. When I told her that the claim only paid me back what I had spent on premiums over the one year I had been a customer, she just kept saying, I apologize you feel that way. I then asked how I could cancel and she seemed happy to tell me how. I will let everyone on the internet and in the dog community know that this company is not worth the money spent. They seem to just be about finding everyway they can exclude themselevs from paying this amount and that amount, until you are left with 40% actual payout. Overall the claim took far too long, the reps are inexperienced, the payouts minimal, and the supervisor ***** pushed me out the door. ****** was a pleasure to deal with but ***** acted like she was doing me a favor and was abrupt. when I asked her to have her manager call me so that I could complain, she said what number should she call? I told her to use the # on file. ***** then said what number is that. I said you have the number and know that I am who I say I am so why are you asking me? She said it is a violation of privacy to tell me what my own phone number is??! She was difficult and I never want to deal with them again, while still sending money to them for that kind of poor service and coverage. Product_Or_Service: pet insurance Account_Number: TUXXXXXXXXX

Desired Settlement: DesiredSettlementID: Replacement I would like to speak to the executive level of management to let them know what I had to deal with and how I felt cheated by the process, payout, exclusions, and customer service. the xrays, mandatory cleaning to derail infection from the infected tooth, and examination fee were part of one accidental condition and should not be viewed as exclusions. I followed the doctors orders for my beloved pet's health.

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ BBB Case #XXXXXXXX Policy#TUXXXXXXXXXX Owner: ******* ******** & dog Delgado Policy Enrollment Date: 7/31/2013 Claim #XXXXXX/Payout ******* Date of Loss ******** Claim Condition: Trauma & Tooth Death, Traumatic Periodontal Disease Upon receiving Ms. ********'s complaint to the Better Business Bureau, a review of the policy was done to determine if a resolution to Ms. ********'s concerns could be reached and to gain clarity of the nature of the complaint. I would like to begin by addressing Ms. ********'s concerns about the interactions she has had with a team member here at Trupanion on 6/6/2014. Trupanion is dedicated to providing you with the best pet insurance plan possible, so owners can easily and safely protect their pets in the event of unforeseen injury or illness. Each and every one who is employed at Trupanion is a pet lover and works tirelessly to assist pet parents to their best ability. However if we fall short of offering the highest level of customer service, we take it very seriously. I can assure ************* that management has taken her complaint as a training opportunity and will address the issue internally. In the BBB complaint Ms. ******** expressed that she would like to speak with a member of the executive team about her concerns. I am happy to serve as a point of contact for Ms. ******** and phacilitate a phone call with an executive at a time that is convent for her. I have reached out to Ms. ******** on 6/17/2014 and sent her my contact info by email. I look forward to speaking with her soon and setting up this call. I am happy to report that claim #XXXXXX was deemed eligible for coverage and a refund check in the amount of $760.95 was issued to Ms. ********. However as shown below, there are some stipulations to the Policy that directly affected this claim. For instance the Root Canal and endodontics treatment performed were on a tooth that is not a canine or carnassial. This portion of the claim equaled $ 253.00 and was not eligible for coverage. Further there was an exam fee and cleaning not eligible for coverage. These exclusions are stated in the policy and outlined below: 3. ELIGIBLE CLIAMS-WHAT YOU PAY: a. Veterinary Examination Fees. 7. WHAT WE DO NOT COVER: c. PREVENTIVE CARE - Preventive care such as, but not limited to, Vaccinations or titer test, flea control, tick control, heartworm Medication, dental care and prophylaxis (meaning cleansing of tooth Surfaces), deworming, nail trim, or other grooming. d. DENTAL - Coverage for the cost of scaling, cleaning and polishing the Teeth at any time, and for any reason. 8. STIPULATIONS c. DENTAL - We will pay for endodontic treatment due to dental Disease or trauma for canine and carnassial teeth. If endodontic Treatment is performed on any other teeth, we will pay for the Cost of extraction. In conclusion it is our goal at Trupanion to offer the very best coverage industry wide. We remain dedicated the best care available for pets and customer service that is superior to none. Once Ms. ********'s has had the opportunity to speak with an executive at Trupanion; I will update this complaint with the BBB. Sincerely, ******** ******** Customer Experience Lead P: **************** # ********** *** NW ******* Way: Seattle, WA XXXXX http://trupanion.com

6/20/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I submitted out first claim, for my dog *****, for a behavioral consultation. I was told I will not be covered due to a veterinary record that stated our dog was being enrolled into Pet Training classes due to my concern about aggressive behavior. This record was prior to his enrollment into Trupanion. ***** was a rescue puppy, a Cockamo mix, we adopted at 8 weeks of age. This vet examined him right after we adopted him. I told this vet he was a very hyper puppy and was biting everything. I enrolled him in classes as soon as he was old enough to go. Trupanion enrolled ***** on 8/7/12 when he was 10 weeks old. I am sure during my many phone chats with Trupanion I told the girl I spoke to during enrollment he was a very nippy puppy and I was enrolling him in classes. What puppy doesn't bite? ***** has completed many levels of training and is now enrolled in a tricks class. He outgrew (with the help of positive reinforcement training) his rough play. He is now 21 months old and has developed an occasional tic and seems nervous at times. He bit my hand about a month ago so our current vet and trainer recommended seeing a behaviorist and neurologist. He is a wonderful dog so this was quite a surprise. Now because the vet we used until he was about 5 months old used the word aggressive in describing why our 10 week old puppy was enrolling in puppy training,Trupanion who enrolled him at 10 weeks of age is trying to use this not to cover his bill. I called them on 3/25/13 and was told the supervisor would call me back. I called today and told them they never returned my call. I was told the supervisor would call me back shortly. I am still waiting.

Desired Settlement: Coverage for his behavioral veterinary care and they should not be allowed to use enrolling our 10 week old puppy into training classes to correct puppy behaviors as grounds to deny a claim.

Business Response: Initial Business Response /* (1000, 7, 2014/04/18) */ BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX Owner: ***** ******* regarding pet, "***** ******* Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. In the BBB complaint, Ms. ******* had concerns regarding the denial of a recent claim submitted for her pet, "***** ******** The claim in question was for a behavioral consultation for her pet's aggressive behavior. The claim was deemed ineligible in accordance with our policy document which outlines that we are unable to extend coverage to illnesses or accidents that have exhibited signs or symptoms prior to policy inception. This exclusion can be reviewed under section 7, part b.1: b. CONDITIONS NOT COVERED (1) Illnesses for which any evidence and/or symptoms of their potential manifestation already exist at, or prior to, the policy enrollment date; As the medical records for "***** ******* reflects that on August 7th, 2012 (pet's enrollment date was January 8th, 2013) he is noted to have "aggressive tendencies" and that the policy holder has a six week training class due to a concern about "aggressive behavior", the claim was consider pre-existing and therefore denied. However, on April 9th, 2014, Trupanion reached out to Ms. ******* and advised her that in the event a policy holder disagrees with the outcome of a claim, they are welcome to appeal the outcome. An appeal letter was received by Trupanion on April 9th, 2014 and is currently is process of review. At this time, we do not have the outcome as it is still under review. Our goal at Trupanion is to offer the very best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. Ms. ******* reached out to Trupanion regarding the initial denial on March 24th, 2014. A called was then placed back to her by a manager on March 27th, 2014 and a message was left at the residence. Ms. ******* called back into Trupanion on April 4th, 2014, where she was connected with a manger and advised to appeal. Trupanion apologizes for any missed opportunities to discuss her concerns and are pleased that we have been able to make a connection. Trupanion will notify Ms. ******* of the outcome of her appeal as soon as it is complete. At this time, Trupanion considers this case closed. Sincerely, ****** ****** Research and Resolution Manager P:XXX-XXX-XXXX Ext***** *************@trupanion.com Initial Consumer Rebuttal /* (3000, 9, 2014/05/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) We enrolled ***** on 1/8/2013 when he was 7 months old. We told them that he was in puppy classes from 10 weeks of age, They have tape recordings of my conversations with their agent. The agent sold us a policy with an additional Rider A that covers many extra treatments including being seen by Behaviorist. They are saying that at 8 weeks old when we adopted him that he is considered to be aggressive because we enrolled him in puppy training classes. We were being responsible owners giving him proper socialization and training. Rescue said he is a cross between a hunting dog and a herding dog, so understanding the "drive" of these breeds we did not want aggression problems and have kept him in training classes up to present day. We discussed with our veterinarian how the trainer worked with him concerning his puppy issues which he outgrew. The trainer wrote a letter to Trupanion stating that all his issues were typical of a puppy, addressed, and resolved. On Sept.11, 2013 he past his K9 Good Citizenship test. Now we are being told that his ears may not be covered if we submit a claim. This is due to when we adopted him he had very dirty ears. The vet treated the ears to make sure he would not have any issues. He also cut his ear when he was a few months old and they treated whet appeared to be an infection. So, we are paying $53.22 a month for the better policy that they told us would cover all the above and now they say they won't cover him. Final Business Response /* (4000, 22, 2014/06/11) */ Date 06/11/2014 BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX Owner: ***** ******* regarding pet, "***** ******* We are hoping to address all of Mrs. *******'s remaining questions in this response. We are sorry that she does not feel satisfied with our explanation of our coverage and how it applied to "***** *****" claim #XXXXXX. We hope that this explanation will help Mrs. ******* better understand. Upon enrollment with Trupanion, the policy exclusions were explained to Mrs. *******, including the pre-existing exclusion that reports how we are not able to offer coverage to any condition that shows signs or symptoms prior to enrollment or within the initial waiting periods (five days for accidents and thirty days for illness, respectively). After the enrollment call, Mrs. ******* was emailed our policy document (standard for all enrolled pets) that outlines the coverage she can expect from Trupanion. As her pet's aggressive tendencies were not disclosed to Trupanion, there was no way, at the time of enrollment, to go over the coverage for this condition. Trupanion is unable to extend further coverage for his behavioral condition as it showed signs and symptoms prior to policy inception. Mrs. ******* is able to remove the additional rider that offers behavioral coverage at any time - however she should know that this rider has many other benefits that could be useful should "***** *****" ever come down with an eligible illness or accident. I am happy to go over the coverage of this package with Mrs. ******* if she wishes to learn more. On 05/2/14, Mrs. ******* spoke to a representative at Trupanion who was able to start a Paw Print for her. A Paw Print is a "snap shot" of the medical records and will outline what types of conditions will be pre-existing and other signs or symptoms that need further assessment should they ever show up again in the pet's health. This Paw Print was completed on 05/02/14 and a copy was emailed to Mrs. *******. We are happy to review our coverage with Mrs. ******* again if she has outstanding questions. We review all claims based on the individual pet's medical record and our policy document. We are obligated to reviewing claims in a fair and just manner to all those enrolled with Trupanion. Unfortunately, I cannot offer a number of behaviorist claims that have been submitted and paid as each claim is unique to the medical history of the insured pet. Trupanion wishes "***** *****" the best health in the future and are happy to be a part of his health care. At this time, Trupanion considers this case closed. Sincerely, ************* - Trupanion Research and Resolution Lead XXX-XXX-XXXX EXT **** Final Consumer Response /* (4200, 20, 2014/05/30) */ Please do not close this case. I find Trupanion's response to be very unsatisfactory. They sold me a policy along with an additional more costly premium that covered treatments for conditions such as behavioral problems. I have no way to hear the numerous phone conversations that took place between us at the time of taking out the policy, but I am sure if you were able to listen to them it would clearly show that I was lead to believe the policy they were charging me extra for would pay for these charges. Now after my last conversation with them it is clear they may try to get out of other future bills. I cannot get them to tell us what they will exclude based on his health records in the future. Maybe the BBB can get them to commit to what they will exclude, and why. Also, maybe the BBB could find out how many bills to cover a behaviorist have been submitted by other customers, and how many have been declined. Thank you.

6/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Our Claim # XXXXXX v. *** Our dog has a partial cruciate ligament tear on his right leg and Trupanion states that since he had a pulled sore muscle on his left leg, almost a year prior, its related to him slipping in the snow and tearing his ligament in his knee on his right leg. Every dog owner in America has had a dog that at one point gets a sore muscle from running around. A sore muscle is completely different than a partially torn ligament. The torn ligament wasn't from running as it was from slipping on the snow that we had in March. He was 100% healthy all winter until he slipped on the snow. I also want it on the record that we weren't going to the vet each time because he had a sore muscle. We were going to the vet for routine checkups and just happened to mention that he had a sore muscle that went away in 3-4 days. Every dog I've ever owned would have a sore muscle from time to time. The same thing happens to humans. Our vet reviewed the rejection notice and feels that Trupanion misconstrued their notes and doesn't agree with Trupanion's assessment. Trupanion are insurance professionals, they are not in the industry of treating animals, so I have a hard time understanding their judgment. Are they certified to know the difference between a sore muscle on one leg and a ligament tear in the opposite knee? Three different vets who have seen this claim disagree with Trupanion's assessment that should tell you something. If you really look into the details, of all visits, you will see that its clear there was no issue with his knees. Like I said above a partial tear on the knee is completely different then a hip issue or a sore muscle from running. I play hockey and my muscles and hip flexor are sore all the time after a big game. If it was a tear I wouldn't be able to skate. Same thing here, if my dog had torn his cruciate back in 2012 I can promise you both his knees would be replaced. Once a ligament is torn, the dog doesn't put weight on the leg at all. All these cases above he was still putting weight on his left leg and had no trouble with stairs. To be honest after reading these notes you would think he had a hip issue, which is NOT the case. IF you talk to any physical therapist in the pet industry they will tell you hundreds of dogs sprain their hip flexors from running. A hip flexor has nothing to do with slipping on snow and tearing a cruciate in the knee. Also, if there was an ongoing hip problem, which there ISN'T, he would be slow getting up, climbing stairs and he would hop. Our dog does NONE of that.

Desired Settlement: For Trupanion to cover 90% of the estimated total of $4374.05.

Business Response: Initial Business Response /* (1000, 5, 2014/05/15) */ BBB Case ********* (TUXXXXXXXXXX) Upon receiving this complaint from the Better Business Bureau, a review of the policy was done to determine if a resolution to the policy holders concerns could be reached and to gain clarity of the nature of the complaint. In the complaint Mr. ******** stated that he and his vet did not agree with the denied claim for Rear Hind end lameness. While processing the claim Trupanion found the in the medical records clinical signs or symptoms that were pre-policy appear. As per the Trupanion policy section (5.C.1.) the condition was denied on the basis of being a pre-exiting condition. PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Trupanion offers a comprehensive appeal process where Mr. ******** and his vet requested an appeal of the denied claim. With more information provided to us, Trupanion was able to overturn the condition. Mr. ******** and his veterinary were notified on 5/12/2014. CLAIM PROCESS: (C) In the event of a disagreement between you and us concerning the coverage of a claim, you may request a review of Trupanion denial pursuant to our voluntary denied claims review process. If Trupanion affirms denial of your claim, you may further request that your claim be reviewed by an independent third-party veterinarian "ITPV" to adjudicate whether the medical reasoning for denial is justified. The ITPV's decision shall be final and binding on Trupanion. The team here at Trupanion absolutely understands how heartbreaking it can be for our policy holders when their pets are sick, injured or pass away. We too are pet owners and lovers and share these kinds of struggles. So the team here at Trupanion is always excited when an appeal is overturned and a claim is paid out. It was truly a pleasure to work with the ******** family through this process. The team here at Trupanion is excited to continue to assist with ********* heath care in the future. Sincerely, ******** ******** Customer Experience Lead P: XXX-XXX-XXXX:Opt # **********

6/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My puppy was seen by a vet about 3 times when we 1st bought him. He had an ear, eye and respiratory infection that was found in those visits. After me,ds, all infections cleared up. He is a Shar Pei and he is most likely to have many hereditary problems. After my 30 day waiting pd. he was seen by an eye dr. because he wasn't able to see and was bumping into tables etc. The claim I submitted for the eye exam was denied saying if was pre-existing due to him seeing the dr. during my 30 day waiting pd. The vet agreed, that the condition they treated him for was not related to the eye condition. Later he had nose surgery that was also denied stating that it was pre-existing due to the vet seeing him during waiting pd. and saw that his nasel passages were very narrow. This is all hereditary due to the type of dog he is. I called this co. prior to enrolling my puppy to make sure he would be covered and the person over the phone said because he is a Shar Pei, it should be considered hereditary. The vet has stated to them it's not linked and that he was born with conditions but yet we wait for the appeal process and they continue to take monthly payments out of my account when I specifically told them I was upset with this and wanted to cancel my policy if they weren't going to cover my puppy. The policy stresses on hereditary conditions and how this co. pays those claims. This poor puppy was born with extra skin over his eyes that needed to be removed so he could see and he needed his nasal passages *** away so he could breathe. That's a hereditary condition plan and simple. I have been contacting this co. Since March and still have not one paid claim.

Desired Settlement: I either want my claims paid due to hereditary condition. If they won't pay and since I have been at this since the beginning of the policy, would like all my money back that I paid. A payment is due again and still no resolution, I can't afford to pay the vet bills plus their premiums if they won't pay. It was my understanding after reading the policy and talking to a rep. from this co. that my poor puppy would be covered. I really feel this is a scam and they put my claims on hold so they can continue to collect money.

Business Response: Initial Business Response /* (1000, 6, 2014/05/29) */ BBB Complaint #XXXXXXX Owner: ******** *********** & dog ****** Policy #TUXXXXXXXXXX Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. In the BBB complaint, Ms. *********** had concerns regarding the denial of a recent claim submitted for her pet, *********** The claims in question were for ******** ***** and ********* ********* condition. The claim was deemed ineligible in accordance with our policy document which outlines that we are unable to extend coverage to illnesses or accidents that have exhibited signs or symptoms prior to policy inception. PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Ms. *********** was in constant communication with a supervisor from Trupanion, Malari Fraser. While trying to assist Ms. ***********, Malari advised that Trupanion does have a comprehensive appeals process. Upon receipt of a letter from ******'s Veterinary, the appeal was opened for the denied claims. CLAIM PROCESS: (C) In the event of a disagreement between you and us concerning the coverage of a claim, you may request a review of Trupanion denial pursuant to our voluntary denied claims review process. If Trupanion affirms denial of your claim, you may further request that your claim be reviewed by an independent third-party veterinarian "ITPV" to adjudicate whether the medical reasoning for denial is justified. The ITPV's decision shall be final and binding on Trupanion. Sadly upon second review the claims for ****** remained denied. Ms. *********** was issued a refund of three months and her policy was closed upon her request. Our goal at Trupanion is to offer the very best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. At this time, Trupanion considers this case closed. However I will remain a point of contact should Ms. *********** have any further questions or concerns. We wish Ms. *********** and ****** all the best and thank them for allowing us to assist with his medical insurance needs. ******** ******** Research and Resolution t: XXX-XXX-XXXX; ext. **** e:*****************@trupanion.com Initial Consumer Rebuttal /* (3000, 8, 2014/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to fight to get the premium's back and followed all the policy procedures but this co. does not care about animals and only the money. My puppy was born with hereditary conditions but occurred infections due to negligent care prior to me owning him. Trupanion, linked the smallest sickness to a surgery and did not cover it. I did a lot of investigating before signing up and also spoke with an employee that said he would be covered for surgeries needed due to hereditary conditions. That was a lie. They tell you it's covered but it's very hard to get claims paid. Buyer beware! I feel putting money away in a account is much safer and if you don't make any claims then you still keep YOUR money. There is no safe pet insurance.

5/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased pet insurance from Trumpanion for my dog in May of 2013. I was thoroughly informed that any preexisting conditions would not be covered. My dog developed additional eye problems unrelated to his documented seasonal allergies of years past. He was first diagnosed by his regular Vet ******** **********) with an ulcer in his left eye on 11/25/13. He continued to have difficulty and was seen by an ophthalmologist on 2/28/14 where he was officially diagnosed for the first time with KCS (dry eye) and an indolent ulcer. A procedure had to be done to address the eye ulcer and he will continue to need eye drops for the remainder of his life. Claims were submitted to Trupanion and immediately denied. They were appealed and Trupanion acknowledged only the KCS and not the ulcer. In the ophthalmologist's report it clearly stated that KCS and ulcers go hand in hand and ulcers can reoccur with this condition. I still disagreed with half coverage for they eye diagnosis and it was then passed on to a third party for review. As of 4/14/14 all coverage was denied for any eye issue. I believe Trupanion is not acknowledging this new diagnosis and treatment needed (eye drops as well as a procedure performed) and denying me reimbursement for all medical attention needed. They continue to claim that it is a pre-existing condition. They have been provided with all medical records which clearly indicate that my dog has NEVER been diagnosed with KCS or an ulcer prior to the policy purchased in May of 2013. They refuse to provide coverage that they are liable for in this case. They were provided with 3 letters from vets along with a report from the ophthalmologist. They continue to disregard the professional opinions of vets and specialist that KCS/ulcer are unrelated to allergies.

Desired Settlement: To provide reimbursement of all medical needs after my $1000 dollar deductible is met. To acknowledge the diagnosis of KCS and indolent ulcer as a new eye issue after purchase of policy unrelated to seasonal allergies.

Business Response: Initial Business Response /* (1000, 5, 2014/04/27) */ BBB Case #XXXXXXXX Upon receiving Ms.****'s Better Business Bureau complaint, a review of the policy was done to determine if a resolution could be reached and to gain clarity of the nature of the complaint. Under policy review, all claims submitted for Ms. ****'s dog ******* have been deemed ineligible due to pre-existing conditions as outlined under section 1. (Pre-Existing Exclusions) PRE-EXISTING EXCLUSIONS: (1)Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Trupanion offers a comprehensive appeal process and upon Ms. ****'s request, the claim was sent for a third and final review by Dr. ****** who is a board certified Ophthalmologist. Unfortunately, Dr. ****** also found the eye condition had signs documented prior to enrollment. As this was the final review, the claim conclusion stands as denied and there can be no coverage for this claim. Independent Third Party Review is outlined under section 4. (J. General Conditions) GENERAL CONDITIONS: 4. (J) In the event of any disagreement between you and us with regards to a claim, the matter will be review internally. If the matter is still not resolved, we shall appoint an independent third party veterinarian who consults as a member of our expert veterinary panel. This decision shall be final and binding on all parties. The team here at Trupanion absolutely understands how frustrating it can be to have a denied claim. We too are pet owners and lovers and understand how our policy holders feel when their pets are sick or injured. As such, throughout the appeal process Ms. **** and her vet were kept in close contact throughout the appeals process. Upon receiving this BBB complaint I have left another voice message for Ms. **** explaining that I remain a point of contact and am happy to assist in any way I can. As this claim has gone through the final appeal stage and was found to be not eligible, Trupanion considers this case as closed. Sincerely, ******** ******** Customer Experience Lead P: ************* Opt # ** ******** ******************* Seattle, WA XXXXX http://trupanion.com Initial Consumer Rebuttal /* (3000, 7, 2014/04/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am highly disappointed with Trupanion's decision to not provide coverage for my pet. While this insurance was purchased when he was of 7 1/2 years of age and not a puppy, he has never been formally diagnosed with KCS or an ulcer, only allergies. Simply stated, the diagnosis of KCS and the ulcer is NOT a pre-existing condition as there is no documentation stating so. As for Trupanion's claim that there is evidence of this diagnosis in his records, I submitted three veterinarian letters (ones he has seen over the course of 7 1/2 yrs) signed stating the condition/s were unrelated to allergies. There was also the report of the ophthalmologist. I feel like my pet has been discriminated against the fact that this policy was purchased in his later years. Basically, any conditions could be considered pre-existing if you skew the information. I find it very difficult to accept that multiple underwriters and an ophthalmologist (3rd party) who has never laid "eyes" on my pet deem this a pre-existing condition when those who have seen my pet over his years have indicated this is a new condition. I will certainly voice my opinion and experience with Trupanion to other pet owners and through other social forums. In my "eyes," Trupanion should have done the right thing and covered my pet with this particular situation. There is no way that I can live up to their logo on the pamphlet of "Be a Tru Hero" with "Trupanion gives you the power to protect your pet with NO LIMITS." My pet is not covered for this condition should there be future problems and clearly that limits me as his owner. Final Business Response /* (4000, 9, 2014/05/08) */ Our goal at Trupanion is to offer the very best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. While Ms. **** continues to remain unhappy with the results of the appeal, Trupanion is confident that the ruling is in accordance with the policy terms and conditions and is fair. As always Trupanion welcomes any opportunity to assist our policy holders. We too are pet parents and have claims ourselves that are not eligible for coverage on occasion. We can understand how frustrating it can be to have a sick pet. I will remain a point of contact for the Ms. **** and welcome any questions she may have. Lastly we wish ******* a speedy recovery! Sincerely, ******** ******** Research and Resolutions P: ************* Opt # ** ******** ***************************, WA XXXXX http://trupanion.com

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I signed up for trupanion on 5/2012. I didn't have a claim for my pet ***** until 12/2013. once the vet submitted the claim I was constantly harassed for her previous vet's names. I did not have their names as I divorced my husband and no longer had access to a rolodex. I paid $70 per month for almost 2 full years and when I had a claim for $350 dollars all they did was ask for previous vet information. I could only provide them with the name of 1 vet so they want to close my case stating that I need to provide them with *****s previous health records for 2 yrs before I signed her up for pet insurance. Why didn't they ask for this information when they accepted my application. This company is the biggest scam. Don't buy into it. They won't want to pay a claim when you finally have one. I've paid over $1,400 in premiums but cannot get them to pay on a claim for $350. They say they need her heart worm medication paperwork. She is not being treated for heartworm so what does that have to do with my claim? Do NOT sign up for Trupanions Pet Insurance. It is the biggest ripoff and the employees do not care at all about you or your puppy. Stay away!!

Desired Settlement: At this point I would like all the premiums that I paid refunded as they entered into this contract in bad faith. What health insurance compay signs you up for coverage and once you have a claim expects you to prove you were healthy 2 years before you signed up after you signed up. Do it BEFORE someone signs up for your pet insurance. It's unfair to ask for it after you've alreay

Business Response: Initial Business Response /* (1000, 5, 2014/03/24) */ BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX Owner: ****** ****** with dog Lacey Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. In the BBB complaint the Ms. ****** states that she is being constantly harassed for her previous vets name and that she does not have access to the records needed to establish her pet's medical history. Ms. ****** expresses in her complaint that she would like to see Trupanion collect a pet's medical history before policy enrollment. Our goal at Trupanion is to offer the very best coverage industry wide. We remain dedicated to the very best care for pets and customer service for our policy holders. The highly skilled claims team works closely with owners when the first claim is submitted. Owners often need help gathering the required information on a pet's history and a pet's complete medical history is required from all vets they have seen. This includes current and previous veterinarians as well as specialty/emergency hospitals. This can take approximately 7-10 days depending on how long it takes for us to receive all necessary information from all hospitals involved. We are truly sorry if this process has proven difficult for Ms. ******* in any way or frustrating. Medical history collection for a pet is outlined in the policy as shown below: GENERAL CONDITIONS: 4. (A) You must provide to us, when requested, all medical history associated with your pet. You authorize us, at the time of enrollment, to contact any and all veterinary clinics or hospitals in your area to obtain all available medical records for your pet that exist prior to your enrollment. You authorize any and all veterinary clinics or hospitals to release to us all medical records for your pet that may exist when requested by us. Failure or refusal to disclose all medical history for your pet when requested may result in the denial of your claim(s) and the voiding of your policy. If your policy is voided, the policy premium paid will be refunded to you. Upon receipt of this BBB case I reached out to Ms. ****** by phone on 3/12/2014 and again on 3/20/2014. Voice messages were left with my contact information. An email was also sent on 3/20/2014. As of today's date I have not made contact with Ms. ******, however I have advised her in my messages that I am searching for the missing medical history. Trupanion would like to attempt once more to find this information before the claim is closed. Trupanion will continue to communicate and seek resolutions to this complaint. Our goal is to offer Ms. ****** as smooth claims process as possible and to assure her full satisfaction. As more information becomes available this BBB case will be updated. As always Trupanion welcomes any opportunity to assist our policy holders. I will remain a point of contact for the Ms. ****** and welcome any questions. Sincerely, ******** ******** Research and Resolutions P: ************* Opt # ** ******** ******************: Seattle, WA XXXXX http://trupanion.com

3/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On I received my credit card statement and it listed a charge for $226.51 by True Companion pet insurance. I cancelled the policy in July of 2013 but they still collected the payments monthly for a total of $1359.06 from my credit card account. I called and talked to ****** ***** and asked why I was still being bill and I was told calling was not enough and I should have sent a letter to cancel the policy. She said they had a recording of the conversation that I agree to do so. She told me I was not authorize to hear it and I would have to take their word for it.I asked to speak to a supervisor and I would be called that day. No call. I sent to e-mails and no answer. I haven't had any replies to my inquires. Product_Or_Service: pet insurance

Desired Settlement: DesiredSettlementID: Refund I would like a full refund of the monies they charge me on my credit card to the amount of $1359.06 plus a reasonable interest payment.I can not believe I would have so much of a problem canceling a policy and not be able to hear a recording of a phone call they are using as a reason not to refund money I was charged after I cancelled the policy I will not ever let..anyone have a have access to my card again..

Business Response: Initial Business Response /* (1000, 5, 2014/02/28) */ BBB Case ********* (TUXXXXXXXXXX) Upon receiving this complaint from the Better Business Bureau, a review of the policy was done to determine if a resolution to the policy holders concerns could be reached and to gain clarity of the nature of the complaint. In the complaint, *** **** states that he had attempted to cancel his policy for his three pets with Trupanion in July of 2013. The cancellation process is outlined in Trupanion's policy, "General Conditions" section (5.b) General Conditions: b. You may cancel your policy by notifying us in writing via mail, fax or email. Unfortunately Trupanion is not able to cancel insurance policies without written consent and until receipt of this BBB report, Trupanion had not received a written request for policy termination. During the phone calls to Trupanion on July 3, 2013 and then again on February 10, 2014, *** **** was advised to submit his cancellation request by email or by letter through the post. He was advised that Trupanion cannot finalize the cancellation request verbally. *** **** also requested to be contacted by a manager during his call on February 10, 2014. It is a goal of Trupanion to always respond to contact requests within 24 hours; however it does appear that his request was not responded to when it was requested through our contact center. This is not a common occurrence and we apologize for not following up with *** ****. Trupanion reached out to *** **** on February 25, 2014 and left a voicemail at the number we have on file. As of February 19, 2014, upon receipt of the written BBB report and in accordance to our policy, Trupanion has cancelled *** ****'s three-pet policy. At this time, Trupanion considers this case closed. Sincerely, ****** ****** Research and Resolution Manager P: XXX-XXX-XXXX EXT **** *************@trupanion.com Final Consumer Response /* (2000, 11, 2014/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Something is better than 0 Final Business Response /* (4000, 9, 2014/03/17) */ BBB Complaint Case #XXXXXXXX ********. **** Policy # TUXXXXXXXXXX Final Rebuttal - 3/16/14 Upon receipt of initial BBB concern, Trupanion has reached out to the client on 02/25/14 and left a voicemail with return contact information. As of 03/16/14, Trupanion has not heard back from the client to resolve the issue. The case has been reviewed by management and as goodwill, would like to refund back 2 months premium payment to policy holder. The refund amount will be the premiums paid for the months of November and December 2013, totaling $453.02. Trupanion does record all phone conversations but we do not share them with the public, nor can we use them in place of a legal, written cancellation notice. Trupanion considers this case closed.

3/17/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I enrolled my Lab in 3/2011$41.76 One yr later I received an email stating my policy was increasing to $109.30 thats a 162% rate hike!!! I called and complained they said costs of vet care have increased and they havent raised their rates in 4 yrs thus the substantial rate hike. Well, The Bureau of Labor Statistics only showed an inflation of California vet care costs to be 2.4% increase from 2011-2012 so why the 162% rate increase? Trupanion could not justify their rates and they just sent me another email stating my policy rates are going up another 20%!! Unbelievable!!! It's the bait and switch. When I signed up trupanion said the age and # of claims doesnt effect your rate but it most certainly does!!!!! I'd like trupanion to disclose where they get their information regarding vet costs for labradors.

Desired Settlement: I would like trupanion to disclose where they get their information on rising costs in vet care, because the CA dept of insurance only shows less than a 4% increase in vet costs. Since trupanion has already raised my rates over 100% I would expect my rates to maintain the same for the life of my dog.

Business Response: Initial Business Response /* (1000, 5, 2014/03/01) */ BBB Case #XXXXXXXX *** ***** & ***** ********* Upon receiving the complaint to the Better Business Bureau, a review has been done to determine if a resolution to the concerns could be met. In the BBB complaint the *********'s claim that they had a 162% rate increases. They would also like Trupanion to disclose where the actuarial data used to create rates is collected from. Prior to the receipt of this BBB complaint, the management team at Trupanion had already been made aware of the *********'s concerns and had initiated contact. To date Trupanion's C.E.O Mr. ****** ******** has had two phone conversations with Mrs. ********* and further communication is scheduled in the immediate future.Trupanion will continue to communicate and seek resolutions to this complaint. As more information becomes available this BBB case will be updated. Our goal at Trupanion is to offer the very best coverage industry wide.We remain dedicated to the very best care for pets and customer service for our policy holders.Trupanion works diligently to keep premiums as up-to-date as possible so that policyholders only experience slight fluctuations in premiums over the lifetime of their policy rather than any significant changes. Simply put, the value of any insurance policy is the percentage of premiums that are paid back in claims. This amount has increased every year for Trupanion - which highlights the exceptional value of our insurance coverage. Currently we pay out more of our premiums relative to claims cost than any other pet insurance company. It's important to also note that Trupanion is approved in each state or providence it provides coverage in and all governing bodies' rules and regulations are adhered to. Trupanion is approved to pay out more than 70 cents on the dollar while industry wide this percentage is only 50%. As a pet owner you don't know when your pet will get sick. Trupanion is dedicated to offering 90% coverage with no limits regardless of how much has been collected in premiums. As always Trupanion welcomes any opportunity to assist our policy holders. I will remain a point of contact for the Schofields and welcome any questions. Sincerely, ******** ******** Research and Resolutions P: **************** # ********** *** ** ******* *** : Seattle, WA 98107 http://trupanion.com

2/14/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: WHEN I FIRST SIGNED UP FOR INSURANCE WITH THIS COMPANY, I SIGNED UP MY CAT FOR $19/MONTH. NOT I JUST GOT AN EMAIL FOR THE 3 YEAR IN A ROW THAT MY PREMIUM WILL BE RAISED AGAIN. IT IS NOW AT $36/MONTH!!!!!!! THEY STATE THEY ONLY RAISE THE PREMIUMS DUE TO INFLATION. THIS IS JUST NOT TRUE. THEY HAVE BEEN GIVING ME YEARLY RAISES. THEY KEEP GOING UP ON THEIR PRICES EVERY YEAR, TO THE POINT WHERE I CANNOT ALMOST NO LONGER AFFORD THIS. I COMPLAINED LAST YEAR, AND WAS TOLD IT WOULD STOP SOON BECAUSE "INFLATION" WILL CATCH UP.I NOW NOW HAVE TO CANCEL ONE OF MY CATS BECAUSE I CANT AFFORD $80/MONTH WHEN 3 YEARS AGO IT WAS $39. THIS IS NOT RIGHT, AND HOW IS THIS LEGAL. THEY SHOULD NOT BE GETTING AWAY WITH THIS EVERY SINGLE YEAR. I HAVE A SICK CAT AND CANNOT CANCEL HIM, HE NEEDS MEDS BUT THIS IS BECOMING OVER THE TOP! IF IT KEEPS GOING UP LIKE THE COMPANY IS CHARGING IT'S CUSTOMERS, THE ORGINAL $20/MONTH I ORIGINALLY AGREED TO WILL GO UP TO $120/MONTH IN THREE YEARS!!!! THIS IS NOT RIGHT!!!!!!!!!!

Desired Settlement: I WANT THEM TO STOP LYING TO CUSTOMERS. WHY DON'T THEY JUST SAY WHEN THE CUSTOMER SIGNS UP THAT THEY WILL RECEIVE YEARLY INCREASES; MY PREMIUM DOUBLED IN 3 YEARS. THIS SHOULD BE ILLEGAL. THEY ARE LYING ABOUT INFLATION, FLAT OUT LYING. I HAVE A SICK CAT NOW AND CANNNOT GET INSURANCE THROUGH ANOTHER COMPANY AND I AM STUCK WITH THEM. IT'S GONE UP SO MUCH THEY ARE FORCING ME TO CANCEL INSURANCE ON MY SECOND CAT NOW...

Business Response: Initial Business Response /* (1000, 5, 2014/01/16) */ BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX *** ******** ***** with ************* Upon receiving the complaint to the Better Business Bureau, a review of the complaint has been done to determine if a resolution to the concerns could be met. In the BBB complaint *** ***** states that her premium has been raised 3 years in a row. That Trupanion should tell policy holders at enrollment that their rates will increase yearly. However the exact info about rates is clearly stated in the policy: As per the policy 1). INSURING AGREEMENT * CHANGES TO YOUR PREMIUM: Your premium will not change due to your pet aging or your pet's individual claims experience. However, your monthly premium may change (up or down) during the life of the policy as a result of changes in the overall cost of veterinary care for your enrollment factors. Such changes will never occur more than once per year and will not exceed 20%. If your premium changes, we will notify you in writing, by regular mail or by email (to the last addresses made known to us), at least 30 days before your changes is to take effect. Here at Trupanion we understand that rate changes are never fun. However we do not raise our rates arbitrarily. Because we cover 90% of the actual bill with no limits, we must adjust our rates to keep in line with the amount of animal health care being delivered. Premiums are based on the cost of the average pet of your situation (breed, age at enrollment, deductible chosen and geographical location). If your premium increases, that is a sign of more health care being delivered and more claims being paid out for the average pet of your situation. All rates are guaranteed for 12 months unless the policyholder makes elective changes to their policy, i.e. adds a rider or working pet status, or changes the deductible. In order to make sure all of this data is processed effectively, Trupanion has a dedicated staff of Actuaries who work diligently to calibrate rates to ensure they are not excessive, inadequate, or unfairly discriminatory for all policyholders. It had been brought to my attention on January 8th 2014 that *** ***** was upset with the rate increase information sent to her. I reached out and left a voice message on that date and also sent an email in an attempt to make contact. Another voice message was left again on January 15th 2014 as well. To this date there has not been a return call. I remain available to assist *** ***** in any way I can. My contact is shown below and I look forward to any further questions *** ***** might have. At this time Trupanion considers this case closed. Sincerely, ******** ******** Research and Resolutions P: **************** # ********** *** ** ******* *** : Seattle, WA 98107 http://trupanion.com   Final Consumer Response /* (3000, 7, 2014/01/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I understand that it increases due to inflation... That is all I ever hear; but whatever data you have I cannot see. And since it is approved I'm sure Trupanion works through some sort of loop holes to be able to get away with such high increases each year. However, when you state that it will occasionally increase due to vet medicine inflation; most people (like me) are not assuming it will go up 100% in 3 years. Also, Trupanion is trying to make the deductible go higher for the customers who have a low deductible. And there is just no point in paying a company $20 a month and then still paying $1000 for a vet bill before I can even use my insurance. That makes no sense, and most people do not have $1000 vet bill all that often, so that just wouldn't work out for me. If this is the situation that I was going to be left with when I signed up (An ultimatum almost: Less raise if you switch to a higher deductible; much higher raise for staying with a low deductible), then I never would have signed up both my cats and I would have put the $40 and the deductible money away in a separate account. If that is how Trupanion wants it to work, then there seems to be less of a point to pet insurance if you need such a high deductible for your rates not to increase over 20% each year. I know I am not the only customer unhappy about this. There is no solution that would make me happy unless the percentage stops increasing by so much each year just because I have a lower deductible. I expect I will be paying $70 around this time next year for both cats and that is not an acceptable increase from a consumers point of view. Again, based on the amount of people that are unhappy with this, it seems to be a problem with the company. Adjust your quotes that you give to new customers then!!!! Final Business Response /* (4000, 9, 2014/01/31) */ BBB Case ********* (Rebuttal) Policy #TUXXXXXXXXXX *** ******** ***** with ************* Upon receiving the rebuttal complaint to the Better Business Bureau, a review of the complaint has been done to determine if a resolution to the concerns could be met. In the BBB rebuttal complaint *** ***** states Trupanion works through loop holes to be able to get away with high increases each year. While we understand that a rate change can be frustrating, it is important to know that the Insurance Commission Boards approve all our rates changes. While our actuarial data is proprietary, you can rest assured that Trupanion works full compliance with all governing bodies. Our goal at Trupanion is to keep premiums as up-to-date as possible so that policyholders only experience slight fluctuations in premiums over the lifetime of their policy rather than any significant changes. Simply put, the value of any insurance policy is the percentage of premiums that are paid back in claims. This amount has increased every year for Trupanion - which highlights the exceptional value of our insurance coverage. Currently we pay out more of our premiums relative to claims cost than any other pet insurance company. The current average in the pet insurance industry is 52-55% ! We have had 7 rate increases over the last 10 years, and not one penny of those rate changes has been used to pay administration costs or overhead. In fact, all administrative costs and overhead have decreased as a percentage of your premium year over year, we're becoming more efficient and this helps us offer the lowest cost of premium based on our generous benefits of 90% with no limit Trupanion is dedicated to holding our target profit margins flat. This means that our earnings go into our product, not into our pockets! Lastly and most importantly, Trupanion is approved in each state and providence to pay out more than 70 cents on the dollar. For the average pet, if you put 70 cents on the dollar in a cookie jar, at the end of your pet's life, your cookie jar would be empty. Insurance offers financial security that a savings account can't match. As a pet owner you don't know when your pet will get sick. You may not have a full cookie jar to work with. We're here for 90% with no limit regardless of how much has been collected in premiums. I remain available to assist *** ***** in any way I can. My contact is shown below and I look forward to any further questions *** ***** might have. At this time Trupanion considers this case closed. Sincerely, ******** ******** Research and Resolutions P: **************** # ********** *** ** ******* *** : Seattle, WA 98107 http://trupanion.com  

1/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In trying to set up a Pet insurance plain from Trupanion, I received an unsolicited email from them clearly stating "If you're still interested in enrolling Koko you can save $15 off the enrollment." That is an offer to save $15.00 and there is no exclusions stated. They denied the $15.00 savings. My problem is not really about the small amount of $15.00, but if the company is going to quibble over a stated $15.00 promotion that they sent to us, unsolicited, - I am VERY VERY skeptical if we were to have a major Vet bill come along that we would then have a MAJOR PROBLEM with the company handling its responsibility in settling it. It seems their use of the email to offer a savings is simply FALSE and misleading. After contacting them about the matter they admitted that they knew about it and yet they continue to send out the false promotions regardless - I received a second email today with the same offer. They boasted in there reply to me that - "We have been accredited with the BBB since 2008 currently with an A+ rating..." It would be very disheartening to find out that the BBB gives an A+ rating to a company that knowingly uses misleading promotional tactics.

Desired Settlement: Trupanion needs to stop the use of false and misleading promotion. Trupanion needs to have their rating with the BBB reduce to a more appropriate rating.

Business Response: Initial Business Response /* (1000, 7, 2013/12/20) */ BBB Case #XXXXXXXX Policy # TUXXXXXXXXXX ***** ******** & Koko Upon receiving the complaint to the Better Business Bureau, a review of the policy was done to determine if a resolution to the concerns could be reached and to gain clarity of the nature of the complaint. Upon review it appears that the complaint stems from an overlap of two promotions that were made available to the ************ Through our marketing tracking we can see that the person using the email address shown on the BBB complaint had found their way to Trupanion's web site and was offered a $15.00 off enrollment on 11/23/2013. This would allow an owner to save a bit of money and begin to enjoy insurance coverage for their pet. This is a standard enrollment process and it does require a waiting period of 30 days for illness and 5 days for illness. Further it appears that the *********** received a free 30-day trial for Koko upon a puppy exam with their vet on 11/23/2013. It is important to note that not all clinics offer these trials. Should a clinic run out or not participate, the trial may not be available to a new pet owner. Should an owner receive this trial they are to enroll with 24 hours of the exam and the above mentioned waiting periods are waived. ***** ******** did in fact enroll Koko in this trial to Trupanion's delight. With this trial there is no billing for the 1st 30-days and depending on what deductible the *********** would have chosen on a standard enrollment, they saved anywhere from $58.00 to $25.25. Trupanion feels this is a much better promotion and for those few owners who receive it, it can make an emergency room visit in those 30-days, a lifesaving event! While we can understand the *********** frustration, Trupanion stands behind both promotions. We have also made a commitment to be smart with our money while helping our policy holders keep their pets healthy and happy. This does require limitations to be put on the number of promotions that can be given to one pet at once. At this time KoKo is still on her 30-day free trial. As there has not yet been a claim submitted, we can assume she is a happy healthy puppy! We are so glad for that. However we would love the Thompson's to give us a call and convert her to a full policy. Trupanion would like to be a part of her life for a long time. A voice message was left for the *********** on 11/20/2013. As I mentioned in the voice message, I am happy to assist in any way I can. I would like to be a point of contact for the Thompson's and my contact info is below and left on the voice message. At this time Trupanion considers this case as closed. Sincerely, ******** ******** Customer Experience Lead P: XXX-XXX-XXXX:************** 907 NW Ballard Way: Seattle, WA XXXXX http://trupanion.com Final Consumer Response /* (4200, 13, 2014/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) ******** ******** did contact me on the two occasions she mentioned. On 12/12/13 I was available to speak with her, she was very kind and professional to speak with. ******** acknowledged what the problem is, but had no resolution for the problem. Trupanion is STILL sending out unsolicited promotions and is STILL not honoring them if the customer is previously using the 30 day trial, as we did. She acknowledged that this is a problem for Trupanion and has no resolution for the problem. I feel strongly if a company is capable in setting up an unsolicited deceptive promotional program - they are also capable of correcting the program if they were required to. It is apparent that they do not care to make this correction. As a senior citizen I feel companies that pry upon the public, especially seniors on a fixed/limited income and use their loving pets to do so, should not be allowed to operate and promote their company the way that Trupanion finds it necessary to do. It is sad that "...Trupanion considers this case as closed." as it has not even tried to correct their acknowledged deceptive practices. This complaint is NOT about us getting anything from Trupanion, it is about Trupanion stepping up and operating in a way that is not deceptive. I do not consider this case closed until they have stopped the promotion(s) they use in this manner. I still find it very disheartening that the BBB gives an A+ rating to a company that knowingly uses misleading promotional tactics. Final Business Response /* (4000, 11, 2014/01/10) */ BBB Case #XXXXXXXX Policy #TUXXXXXXXXXX ***** ******** & Koko Upon receiving the complaint to the Better Business Bureau, a review of the complaint has been done to determine if a resolution to the concerns could be met. Trupanion understands that **** ******* & ***** ******** feel that by offering two different kinds of promotions and not honoring them both serves as deceptive practices. The team here at Trupanion takes every comment and concern given to us by policy holders seriously. We are always striving to help our customers in the best most efficient way possible. So we have taken another look into this case. While we stand behind the promotions offered and that on occasion a pet might be offered more than one for various reasons, we wish there had been better customer service offered at the time of the call. With a bit more research and reaching out to a manager, perhaps both promotions could have been honored. We have seized this as learning opportunity and hope to better address such issues in the future. On 1/10/2014 I spoke with *** **** ******* by phone and explained that I had reached out to him to try and assist back on 12/12/2013. I explained that we are happy to assist in anyway and thanked him for bringing his concerns to our attention. At this time Koko has an insurance policy with another company and Trupanion considers this case as closed. ******** ******** Research and Resolutions P: XXX-XXX-XXXX:Opt: ******** *** ** ******* **** Seattle, WA 98107 http://trupanion.com

11/12/2013 Problems with Product/Service | Read Complaint Details
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Complaint: The policy that I purchased had a hidden clause stating that Trupanion redefines the term preexisting condition to encompass issues that may happen in the future but currently show no signs of having a problem. I believe it to be unfair for an company to hide such an important part of a policy in pages and pages of terms and conditions. I was told on the phone by ****** ***** the Trupanion representative thats been dealing with me that if I had signed up over the phone opposed to utilizing their web site that the sales person would have told me about this clause in their policy.

Desired Settlement: I would like for Trupanion to honor my claim that I filed with them for my dogs surgery. My claim ID is XXXXX X, and the total amount due to me is 2,641.68.

Business Response: Initial Business Response /* (1000, 5, 2013/10/29) */ BBB Complaint Case #XXXXXXXX *** ****** Policy # TUXXXXXXXXXX Upon receiving *** ******'s complaint with the Better Business Bureau, a review of the policy was done to determine if a resolution to ***'s concerns could be resolved and to gain clarity of the nature of the complaint. Under policy review, one claim, claim #XXXXXX, dated 06/20/13, for his pet named Frank was determined to be ineligible. The claimed condition for an "Left Cranial Cruciate Ligament Rupture" had been denied as ineligible due to the Bilateral Exclusion under Trupanion's policy. The Bilateral Exclusion is outlined under section 7.b.2: B. Conditions Not Covered (2). The cost of bilateral conditions presenting on one side of the body, if that condition was a pre-existing condition on the other side of the body (such as luxating patella or anterior cruciate ligament(ACL)weakness); Trupanion reviewed the denial a second time to ensure it followed protocol of claims processing. Trupanion reached out to *** ****** by telephone on 10/29/13 and made contact with him. The denial reasoning was explained in detail as well as Trupanion's policy coverage. *** ****** accepted a goodwill premium refund for three months and decided to end his relationship with Trupanion. At this time, Trupanion considers this case closed.

10/21/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Trupanion changed its policy on coverage continuously. I was told there was a waiting period, however in MD there is no waiting period for pet insurance. I had to always appeal every claim, and had to always get letters from vets etc I paid my paid my payment on time every month. And it seemed like the only time you got reimbursed was when you paid for zero deductible. I was never told that my 650 deductible was for every new injury or illness. I had to figure out the physical therapy was a separate add on. When I did add it on, it still covered nothing. Trupanion is a scam and I would like some of my monthly payments back. It was a joke and the customer service is. The worse.

Desired Settlement: Partial reimbursement or some coverage for my least the physical therapy. Since there is no waiting time in Md.

Business Response: Initial Business Response /* (1000, 5, 2013/10/16) */ BBB Case ******** (TCXXXXXXXXXX) Upon receiving this complaint from the Better Business Bureau, a review of the policy was done to determine if a resolution to the policy holders concerns could be reached and to gain clarity of the nature of the complaint. In the complaint ******* ****** stated that Trupanion's policy is always changing. It is true that the team at Trupanion is always looking for ways to improve and add even more coverage for our policy holders. On Zoe's anniversary date her policy did roll into our new policy with more coverage and options. A nothing is ever taken away in a policy, only enhanced and written notice of at least 30 days in advance is given. Also in the complaint there comments on waiting period, however Zoe had met her waiting periods back when she originally enrolled back in August of 2011. When looking over Zoe's claim history I see a total of 22 claims that were processed. 5 of these claims were deemed ineligible due to pre-existing conditions. 1 claim was in fact appealed and overturned. Under Trupanion policy, the pre-existing condition exclusion is outlined under section (5.C.1 PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. I see that for Zoe's policy there is a $650.00 deductible per condition. Trupanion is currently the only pet insurance provider in the United States and Canada that offers the pet owner to select any deductible from 0 dollars to 1,000 dollars. A higher deductible reflects a lower monthly premium, and vice versa. By paying slightly higher monthly premiums, pet owners are responsible for a much smaller overall portion of their vet bills. Although a higher deductible makes for a lower monthly payment it can take longer for a claim payout on new conditions. This choice is left to each pet owner to determine and it can be changed at any point. Upon enrollment or at any point an owner makes a change, a Declaration Page is sent to the email address on file. On this Declaration Page it is outlined that the chosen deductible is per condition. As well as outlined in the policy under section 9. F. DEFINITIONS: (F) Deductible-The monetary amount that you pay for each condition. Once the deductible amount has been met for specific conditions, the policy will then pay out all future losses subject to all other terms and conditions. The team here at Trupanion absolutely understands how frustrating it can be for our policy holders when their pets are sick or injured as we too are pet owners and lovers. We are truly sanded to hear a policy holder feels they were not treated well during their communication with Trupanion. I can assure you that we all want to make sure Zoe's health needs are met to the best of our abilities. I see the most recent contact was attempted 10/7/2013 to ******* ****** but the call was disconnected by *******. I have also left a message as of today 10/16/2013 by way of voice message. I would love to see Zoe keep her policy active and I await a return call where I can be of more assistance. At this time, Trupanion considers this to be case closed. Sincerely, ******** ******** Customer Experience Lead P: **************** # ********** *** ** ******* *** : Seattle, WA 98107 http://trupanion.com Final Consumer Response /* (4200, 11, 2013/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trupanion continues to tell me about the claims that have been processed. Which some of them were the same claim, but it had to resubmit a few times. They never told me my deductible was per injury. And I was told of a waiting period. This is a company that I would never use again or refer anyone too Final Business Response /* (4000, 9, 2013/10/18) */ BBB Case ******** (TCXXXXXXXXXX) Rebuttal Upon receiving this complaint from the Better Business Bureau, a review of the policy was done to determine if a resolution to the policy holders concerns could be reached and to gain clarity of the nature of the complaint. As stated in the previous letter we have reached out to ******* ****** on 10/7/2013 & 10/16/2013 by phone with no success. I await a return call where I can be of more assistance. Trupanion truly values our policy holders and their pets. Often a one on one conversation can bring resolution. This case has been reviewed by management and we are all in agreement that the policy information was made available to the owner and that the denied claims' ruling was fair and according to policy. At this time, Trupanion considers this to be a closed case. Sincerely, ******** ******** Customer Experience Lead P: **************** # ********** *** ** ******* *** : Seattle, WA 98107 http://trupanion.com

10/15/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trupanion (underwritten by ******************************) has engaged in deceptive claims processing for the four claims referenced below: XXXXXX X/9/2013 $15.54 Finalized:Closed XXXXXX X/7/2013 $28.68 Finalized:Closed XXXXXX X/3/2013 $177.55 Finalized:Closed XXXXXX X/7/2013 $82.46 Finalized:Closed Trupanion has failed to conduct proper due diligence prior to denying the above referenced claims, which were not caused to "7.b.1 Illnesses for which any evidence and/or symptoms of their potential manifestation already exist at, or prior to, the policy enrollment date" but rather from the onset of a new illness.

Desired Settlement: Reimbursement under policy for claims: XXXXXX X/9/2013 $15.54 Finalized:Closed XXXXXX X/7/2013 $28.68 Finalized:Closed XXXXXX X/3/2013 $177.55 Finalized:Closed XXXXXX X/7/2013 $82.46 Finalized:Closed

Business Response: Initial Business Response /* (1000, 5, 2013/09/25) */ Trupanion has been working with *** ********* regarding his pet Lola's denied claim to address concerns raised that our initial decision was not correct. We ended up collecting additional medical history for his pet, which then shed new light on what could have caused the diarrhea episode. As a result, we overturned our initial decision and paid Lola's claims for diarrhea. Trupanion apologizes for the frustration this claim has caused *** *********. We are glad that after a more thorough review, we were able to pay his claims. Claim checks were mailed to *** ********* on September 20th. We believe we've addressed the concerns of this complaint. Thank you, ****** ******* Final Consumer Response /* (2000, 19, 2013/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Business Response /* (1000, 17, 2013/10/14) */ Trupanion has spoken with Mr. ********* regarding his open concern with how we've decisioned Lola's otitis externa claims. We've determined we have previously paid otitis externa claims and therefore the right thing to do is to pay the recent otitis claim for Lola. In review of these claims, we believe we likely should not have intially paid these claims as they appear to be related to a pre-existing allergy condition. To ensure smooth sailing for *** ********* in the future, we will proactively send Lola's medical history to an independent 3rd party veterinarian for them to determine if otitis externa is associated with symptoms that were pre-existing. Our goal is to be transparent and helpful and to keep *** ********* as a happy client. We appreciate how responsive and interactive he's been to work with during this claim review. At this time, we've resolved the concerns outlined in the BBB complaint. Thank you, ****** *******

9/23/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: The Trupanion advertising states that they will cover all Diagnostic tests. I went to my regular Vet. to look at my dog's eye, and he sent me to **** ***** *** *********** in Houston, as my vet did not know what was wrong with her. **** ***** did approximately 15 diagnostic exams with different instruments to diagnose my dog had shattered cataracts in her eye. **** ***** wrote a letter stating the diagnosis; the letter was faxed 4 times to Trupanion, and the only reply I would get was the same one requesting a letter from my vet. I finally realized they were going to do nothing, and I asked for my initial fee of $35.00 to join and a fee of $30.00 a month fees. I asked for all fees paid to be returned to me , and I was not satisfied with the business. They would NOT address my problem and kept sending me the same letters asking for the same information. Nothing was ever resolved.

Desired Settlement: Settlement of $157.00 for fees paid to them, and I never received any payment. Fees for false & deceptive advertising.

Business Response: Business' Initial Response /* (1000, 5, 2013/06/14) */ Contact Name and Title: ****** ******* Manager Contact Phone: XXX-XXX-XXXX Contact Email: *************@************* Upon receiving **** ******' complaint with the Better Business Bureau, a review of the policy was done to determine if a resolution to ****'s concerns had already been completed and what the situation was. Under policy review, two claims for her pet named **** were completed. The claimed condition for cataracts had been covered and eligible charges were applied to the deductible of $300.00. The fee for the exam itself ($100.00) had been a direct denial under Trupanion's policy, section 5.a.1. In a situation where a policy holder disagrees with the claim outcome, Trupanion does provide an appeal process for secondary review. The policy holder's veterinarian had submitted a letter for clarification on what the exam included, as the policy holder believed that testing was involved under the banner of the exam. The appeal letter received from **** ***** ****** *** ****** explained that the charge for the exam was $100.00, not including any other tests. With this clarification, Trupanion maintained the denial of the exam fee. **** ****** was contacted and a message was left advising of the appeal clarification on March 19, 2013. The policy was cancelled on February 15, 2013 due to payment lapse. No written request was received. Upon receipt of the BBB concern, Trupanion reached out to **** ****** on 6/12/13 and left a voice mail. On 06/14/13, they attempted contact again and were successful. Trupanion explained reason behind exam denial and offered explanation of what an itemized invoice was and why it is required for claim processing. Mrs. ****** was not interested in discussing the case further. Trupanion considers this case closed. Consumer's Final Response /* (-5, 10, 2013/07/02) */ Why is this case closed? I never agreed with any resolution with Trupanion Pet Insurance. Nothing has been settled. I would like to re-open this case on past informaation. **** ******

9/17/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have made numerous calls to this company to cancel the policy I set up and they make it nearly impossible to do because they insist I speak to one agent in regards to this. I am a busy person like most everyone and had to go out of my way to speak with her. I then received an email after she went on and on about what my options are for lowering the cost, etc. I thought it had been canceled because I did speak with her on the phone and I find out today that they have chraged my credt card for September.

Desired Settlement: I want the policy canceled and the money returned immediately and I do not want to talk to anyone else about this I just want it done!

Business Response: Business' Initial Response /* (1000, 5, 2013/09/05) */ BBB # XXXXXXXX Policy #TUXXXXXXXXXX Date: 09/04/2013 Upon receiving *** **** ************'s complaint with the Better Business Bureau, his policy was reviewed to determine the nature of his concern and to determine a resolution. It appears that *** ************ had been in contact with Trupanion via telephone requesting cancellation of his policy. The first point of contact was 8/4/2012. A Trupanion representative reached out on 8/7/13, again on 8/23/13, 8/26/13. A cancellation email was sent to *** ************ on 8/26/13 from Trupanion. *** ************ responded via email on 9/3/13, requesting the cancellation in writing. His policy was terminated on 09/04/13. In a situation where a policy holder requests cancellation, Trupanion requires a written (or emailed) request as required by state insurance law. Upon review of *** ************'s policy, September 3rd was the first time Trupanion received written request and his policy was terminated within one business day of receipt. A refund was issued to *** ************ as his premium was due the same date of cancellation. Trupanion considers this case closed. Consumer's Final Response /* (2000, 7, 2013/09/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) I finally received a refund check over the weekend

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I submitted 3 claims to Trupanion: 2 on 7/29/2013 and 1 on 7/30/2013. I called numerous times after these dates to check on the status of the claims and to see if they had recieved the medical history from the vet. Trupanion's customer service people were very rude with me and kept telling me that it takes 72 hours to attach paperwork to a policy and I needed to continue to wait. On 8/6/2013 I recieved 3 e-mails from Trupanion (1 for each claim) saying that each claim was under review by a claim adjuster. I called Trupanion the next day 8/7/2013 to see what this next step was as I have never filed a claim yet and was unsure of the process and how long it was expected to take. I was told that Trupanion had recieved almost everything from the vet, but they were waiting for 1 page of documentation for a November 2011 visit. I inquired about whether I should call the vet or if they would do that. I was told they had already contacted the vet, and again it would take 72 hours to attach to the policy once it was faxed in. I did follow up with the vet the same day to ensure the documentation was faxed, which they reported it was. I waited 48 hours and on 8/8/13 I called Trupanion again to see if by chance they recieved the fax. I was told they had not and to call back on Monday or Tuesday. Again I followed up with the vet and was told they would re-fax the documentation. On 8/13/2013 I called Trupanion again and was told no the paperwork still wasn't there. The woman I spoke to placed me on hold and called the vet herself while I was on hold. She reported that they were going to fax the paperwork again. The woman also said that she would call me back or e-mail me before she left for the day as she was going to check the fax to ensure the documentation came. This woman never called me back nor did I get an e-mail. First thing on 8/14/2013 I called Trupanion again to check on the status. The man I spoke to was extremely rude and told me I didn't need to keep calling and that first time claims take 4-6 weeks to process. I had always been told when I called that first time claims take 2-4 weeks. I informed him of this and he said he didn't know anything. The afternoon of 8/14/2013 a manager by the name of ****** called me to say that Trupanion has had all the documentation since 8/6/2013 and my claims were going to go to some review board meeting. She told me that the customer service employees were instructed to lie to me and keep telling me that there was missing documentaion when in fact all documentation was recieved. ****** is hoping to hold this meeting on Friday otherwise it would be next week. I am not sure why Trupanion is not processing my 3 claims in a timely fashion and why they have been lieing to me about "missing documentation". The Trupanion customer service people are not helpful and everyone has just been rude when I called. I understand I have called a lot, but I want to get these claims processed and paid in a timely manner, which Trupanion hasn't been doing.

Desired Settlement: I would like Trupanion to pay on my 3 claims.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/27) */ BBB Case #******** (************) Upon receiving Ms. *******’s complaint to the Better Business Bureau, a review of the policy was done to determine if a resolution to Ms. *******’s concerns could be reached and to gain clarity of the nature of the complaint. Under policy review, all claims submitted for Ms. *******’s cat ******, have been deemed ineligible due to pre-existing conditions. Under Trupanion’s policy, the pre-existing condition exclusion is outlined under section 5.C.1. PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. The team here at Trupanion absolutely understands how frustrating it can be to wait on claims to be processed. We too are pet owners and lovers and understand how our policy holders feel when their pets are sick or injured. For this reason ****** ******* the claims adjuster charged with ******’s claims, reached out to Ms. ******* on 8/14/2013. ****** apologized that the process was taking so long, but wanted to make sure that Ms. ******* was aware that ******’s case is complex with a documented history of pre-existing conditions. That she was waiting to consult with Trupanion’s vet on staff, as well as a meeting with management was scheduled to jointly review ******’s claims. ****** did confirm that Trupanion is working on the claims and appreciated the patience Ms. ******* was extending. ****** also advised Ms. ******* that there was a strong possibility that ******’s claims would not qualify for coverage. Subsequently on 8/16/2013 ******’s claims were processed and deemed ineligible based on pre-existing conditions. As per Ms. *******’s policy, Trupanion does request all medical history for each pet at the time of 1st claim process. Although it does not happen often, there are occasions when a fax does not come through and those records need to be re-requested. It appears that was the case in ******’s records collection. Please note that as outlined under section 4. A) of the policy. GENERAL CONDITIONS: 4. (A) You must provide to us, when requested, all medical history associated with your pet. You authorize us, at the time of enrollment, to contact any and all veterinary clinics or hospitals in your area to obtain all available medical records for your pet that exist prior to your enrollment. You authorize any and all veterinary clinics or hospitals to release to us all medical records for your pet that may exist when requested by us. Failure or refusal to disclose all medical history for your pet when requested may result in the denial of your claim(s) and the voiding of your policy. If your policy is voided, the policy premium paid will be refunded to you. While reviewing notes and listing to calls that took place between Ms. ******* and the Trupanion staff, I could find no evidence of employees lying or being told to lie. I am truly sorry if at any time Ms. ******* felt she was treated rudely. However I also see no evidence of such treatment. Should Ms. ******* wish to appeal the denied claim I am happy to be a point of contact and expedite the process. Trupanion reached out to Ms. ******* and left a voice message 8/23/2013. At this time, Trupanion considers this case closed. Sincerely, ******** ******** Customer Experience Lead P: ************:Opt # *:Ext#**** ****************** : Seattle, WA ***** http://trupanion.com Consumer's Final Response /* (4200, 11, 2013/09/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Again, the vets involved with ******'s care are refusing to write a letter so I can appeal Trupanion's decision as they state the evidence in their documentation that was sent to Trupanion is pretty clear that they were treating 2 different conditions that yes manifested with similar symptoms. Without this letter, Trupanion is refusing to re-investigate my claims. Yes, I have cancelled my policy as I am very dissatisfied with Trupanion. Business' Final Response /* (4000, 9, 2013/09/09) */ BBB Case #******** (************) Rebuttal Upon receiving Ms. *******’s rebuttal to the Better Business Bureau, a review of the policy was done to determine if a resolution to Ms. *******’s concerns could be reached and to gain clarity of the nature of the complaint. Under policy review, all claims submitted for Ms. *******’s cat ******, have been deemed ineligible due to pre-existing conditions. Under Trupanion’s policy, the pre-existing condition exclusion is outlined under section 5.C.1. PRE-EXISTING EXCLUSIONS: (A) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Trupanion offers policy holders a comprehensive appeal process as outlined under section 4.J. Even though Ms. *******’s policy is currently closed, the appeal process is still available for a period of 6 months from the date of denial. As expressed in the previous response, I would be happy to be a point of contact should Ms. ******* wish to appeal. However Trupanion would need new or supporting documentation from a licensed veterinarian for this claim to be re-opened. We are truly sorry that Ms. ******* is unhappy. However without an official appeal in process, we can only consider this case as closed. We hope that she and ****** are doing well! Sincerely, ******** ******** Customer Experience Lead P: ************:Opt # *:Ext#**** ****************** : Seattle, WA ***** http://trupanion.com

8/20/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My dog got stung by a bee and went into anaphylaxis which was an emergency visit to the vet. I submitted the claim and they didn't reimburse me and said it was pre-existing.

Desired Settlement: I want them to pay for the ER visit. I have been paying premiums every month and they are supposed to cover emergency visits.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/06) */ BBB Complaint Case #XXXXXXXX ******** **** Policy # ************ Upon receiving ******** ****'s complaint with the Better Business Bureau, a review of the policy was done to determine if a resolution to ********'s concerns could be resolved and to gain clarity of the nature of the complaint. Under policy review, one claim, claim #XXXXXX, dated 6/14/13, for her pet named **** was determined to be ineligible. The claimed condition for an "Anaphylactic reaction" had been denied as ineligible due to multiple pre-existing episodes of anaphylactic reaction that occur prior to policy inception. Under Trupanion's policy, the pre-existing condition exclusion is outlined under section 5.c.1: c. PRE-EXISTING EXCLUSIONS We do not cover: (1) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestation already exist at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions Trupanion reached out to Ms. **** by telephone on 08/06/2013 and made contact with her. The denial reasoning was explained in detail as well as Trupanion's policy coverage. Trupanion offered to send the policy to Ms. ****, but she declined, stating she would seek the information from the website. During the call, ******** appeared to be content with Trupanion's explanation of the denied claims and seemed satisfied. At this time, Trupanion considers this case closed.

8/19/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Started an insurance policy with them in February of 2013. My pet was tested and diagnosed with Cushings disease in May of 2013. They claim because my dog was hungry all the time in September and December of 2012 that he exhibited symtoms of the disease at that time, although there was no I repeat no diagnoses until May of 2013 through blood test. All dogs are hungry all the time, yet the denied my numerous claims because he was hungry in the prior year.

Desired Settlement: I want the claim to be approved and for them to not use an excuse that because your dog was hungry in September and December of 2012 to not use this as an excuse to deny the claim. They have no way of knowing what was going on in Sept and Dec when she was hungry.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/08) */ BBB Case #XXXXXXXX Upon receiving Mr. *****’s complaint with the Better Business Bureau, a review of the policy was done to determine if a resolution to Mr. *****’s concerns could be reached and to gain clarity of the nature of the complaint. Under policy review, all claims submitted for Mr. *****’s dog ******, have been deemed ineligible due to pre-existing conditions. Under Trupanion’s policy, the pre-existing condition exclusion is outlined under section 5.C.1: C. PRE-EXISTING EXCLUSIONS We do not cover: (1) Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. Trupanion reached out to Mr. ***** by phone on 8/6/2013 and contact was made. The denial reasoning was explained in details as well Trupanion’s policy coverage. Mr. ****’s policy will remain closed as per his request. At this time, Trupanion considers this case closed. Thanks so much! ******** ******** Customer Experience Lead ****************************** ****************** : Seattle, WA XXXXX http://trupanion.com Consumer's Final Response /* (4200, 11, 2013/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Trupanion policy indicates in bold that any illness diagnosed within 30 days of the policy starting will be considered pre-existing. Only after submitting a claim do they guide you to the paragraph that indicates any indication or symptoms in the 18 months prior to the policy starting will be considered as preexisting. So in their opinion almost anything can be used to deny a claim on an older dog. I have already informally appealed the claim and they denied it further appeal would be fruitless. I want this posted so those considering a policy through this company will be aware of the 18 months pre-existing so called symptoms are well known before per suing a policy with this company. Once again I started this policy four months prior to any mention of Cushing's disease by my vet or my pet being diagnosed with this disease. They denied the claim because I said in late 2012 that my pet was hungry all the time. (Like most dogs). Business' Final Response /* (4000, 9, 2013/08/15) */ BBB Case #******** (Rebuttal Reply) Upon receiving Mr. *****’s rebuttal to the Better Business Bureau, a review of the policy was done to determine if a resolution to Mr. *****’s concerns could be reached and to gain clarity of the nature of the complaint. Under policy review, all claims submitted for Mr. *****’s dog ******, have been deemed ineligible due to pre-existing conditions. Under Trupanion’s policy, the pre-existing condition exclusion is outlined under section 5.C.1. PRE-EXISTING EXCLUSIONS: (1)Illness resulting from any condition for which evidence and/or symptoms of their potential manifestations already exists at, or during the 18 months prior to, the policy enrollment date. Illnesses that occur during the 30 day waiting period and accidents that occur during the 5 day waiting period will be considered pre-existing conditions. As explained on the phone to Mr. ***** on 8/6/2013, Trupanion offers policy holders a comprehensive appeal process as outlined under section 4.J. I advised Mr. ***** during this call, that even though his policy is currently closed, the appeal process is still available to him for a period of 6 months from the date of denial. I did inform Mr. ***** that I would be happy to be his point of contact should he wish to appeal and that I would assist in streamlining the process for him. GENERAL CONDITIONS: 4. (J) In the event of any disagreement between you and us with regards to a claim, the matter will be review internally. If the matter is still not resolved, we shall appoint an independent third party veterinarian who consults as a member of our expert veterinary panel. This decision shall be final and binding on all parties. In Mr. *****’s rebuttal letter he states that “Trupanion dug through her medical records”. That is in fact true, as outlined under section 4. A) of the policy. GENERAL CONDITIONS: 4. (A) You must provide to us, when requested, all medical history associated with your pet. You authorize us, at the time of enrollment, to contact any and all veterinary clinics or hospitals in your area to obtain all available medical records for your pet that exist prior to your enrollment. You authorize any and all veterinary clinics or hospitals to release to us all medical records for your pet that may exist when requested by us. Failure or refusal to disclose all medical history for your pet when requested may result in the denial of your claim(s) and the voiding of your policy. If your policy is voided, the policy premium paid will be refunded to you. Trupanion reached out to Mr. ***** by phone on 8/6/2013 and contact was made. The denial reasoning was explained in detail as well Trupanion’s policy coverage. Mr. ****’s policy will remain closed as per his request. At this time, Trupanion considers this case closed. Sincerely, ******** ******** Customer Experience Lead ******************************** ****************** : Seattle, WA XXXXX http://trupanion.com

8/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: HAD A CLAIM THAT WAS SUBMITTED AND INSURANCE WAS IN FORCE AT THE TIME. NOW COMPANY DRAGGING THEIR FEET TO NOT PAY THE CLAIM BECAUSE I LET THE PET INSURANCE LAPSE.tOLD THEM WHY SHOULD I CONTINUE PAYING THEM WHEN THEY CAN PAY A CLAIM ALREADY IN THE SYSTEM. THEY ARE ILLEGALLY TRYING TO FORCE PEOPLE TO PAY AND THREATING THEM WITH HIGHER PREMIUMS AND THEN CALLING THE PRIOR CLAIM A PREEXISTING CONDITION.

Desired Settlement: PAY CLAIM.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/26) */ Please see attached BBB Case #XXXXXXXX Upon receiving ****** ******'s complaint with the Better Business Bureau on 7/16/2013, a review of his policy for ******* was done to determine if a resolution to his concerns could be met. Prior to presenting the complaint to the BBB, Mr. ****** had sent Trupanion an email expressing his frustration and was personally contacted by a supervisor ****** ******. Mr. ****** was advised that payment for his account was 3 months overdue and he was in immediate jeopardy of the policy lapsing if he did not bring his account up to current as described in Trupanion's policy 1.1.B) We provide the insurance described in this policy in return for payment of the premium and in reliance upon the statements you made in the application, and subject to the terms and conditions set out in the policy. After multiple collection attempts, the policy has lapsed and has now been cancelled. In his complaint to the BBB, Mr. ****** expressed concern that Trupanion is "Illegally trying to force people to pay and threating them with higher premiumsTrupanion's policy ". outlines how rates are determined and adjusted in section (1.1.C): your premium will not change due to your pet aging or your pet's individual claims experience. However, your monthly premium may change (up or down) during the life of the policy as a result of changes in the overall cost of veterinary care for your enrollment factors. Such changes will never occur more than once per year and will not exceed 20%. If your premium changes, we will notify you in writing, by regular mail or by email (to the last addresses made known to us), at least 30 days before your change is to take effect. In his experience with Trupanion, Mr. ****** was never issued a rate change to his policy nor was a higher premium price ever threatened. Trupanion does require policy holders to keep their accounts current by making timely payments for our services. Lastly, Mr. ****** expressed his concern that the only claim processed for ******* was deemed ineligible based on pre-policy vet exam notes. As per .b.1) Conditions section (7not covered: Illnesses for which any evidence and/or symptoms of their potential manifestation already exist at, or prior to, the policy enrollment date. As this is direct policy exclusion, there can be no coverage for this condition. We are disappointed to have lost Mr. ****** as a member of Trupanion. Should he be interested in having coverage again for his cat, *******, we welcome him to rejoin at any time. Trupanion does consider this issue as being resolved. Sincerely, ******** ******** Customer Experience Lead P: ************:Opt#*:Ext#**** ****************** : Seattle, WA XXXXX http://trupanion.com

8/9/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On approximately 6/19/2013, I went online to try to cancel my Trupanion policy (because of a premium change). I searched online for a while and realized there is no way for you to cancel online. That day I called them and asked to cancel. I was informed that the customer service line you call can not cancel your policy. They told me that someone would call me in 48 hours max to help me out. It took 120 hours for them to call me back instead of the 48 hours. I missed the call when they initially called me back. Luckily they left an extension number, however it took three days and 6 calls to finally reach this person. After about 30 minutes of the representative explaining to me why I shouldn't cancel, she finally allowed me to do so. The representative said that in order to cancel she would have to send me an email that I would have to sign and reply to. This was on 6/27/2013. It has now been 20 days since I first tried to cancel my premium. I have yet to receive the email that is required for me to be able to cancel. Trupanion obviously has set up their phone service, website, and staff to intentionally stall the customer from being able to cancel. This may be in an attempt to have the customer give up and never actually cancel. This type of business practice is outrageous!

Desired Settlement: I would like to see Trupanion allow their customers to cancel their policy online. I would also like them to allow their customer to cancel by calling their 1800 number. It should not take a customer over 20 days and a complaint from the BBB in order to cancel their service.

Business Response: Business' Initial Response /* (1000, 5, 2013/07/15) */ Upon receiving ***** *****' complaint with the Better Business Bureau, the policy was reviewed to determine if a resolution to Mr. *****' concerns regarding his cancellation request had already been completed. In a situation such as Mr. *****', where a policy holder requests cancellation, Trupanion must receive a written (or emailed) request as required by state insurance law. Upon policy review, Trupanion found that Mr. ***** had requested to cancel by telephone, but Trupanion had not yet received the written cancellation required to legally terminate his policy. Mr. *****' policy for his pet ***** has now been terminated, using his BBB case as written request. Trupanion has backdated his cancellation to his original request date of 06/20/2013. Trupanion considers this case closed. Consumer's Final Response /* (3000, 7, 2013/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They canceled the policy without speaking to me or actually addressing my frustration. They did not speak to their intentionality poor response time or my demands to allow customers to cancel through their website or by calling their main line. A written request email could easily be set up and accessed on their website of they cared to. Business' Final Response /* (4000, 9, 2013/07/25) */ BBB Complaint Case # XXXXXXXX ***** ***** Policy # ************** Trupanion's policy requires cancellation requests in writing (General Conditions; 5.b: You may cancel your policy by notifying us in writing via mail, fax or email). Trupanion does not offer a link to cancel on its web site, as that communication path is not compliant with the formats required in our policy. Trupanion will continue this as its current business practice. Trupanion thanks Mr. ***** for his suggestion and will take it into consideration at the next policy update. Mr. ***** called ************ on June 20, 2013 to cancel his policy. His request was forwarded to a cancellation specialist. His call was returned three business days after his original request. On June 25, 2013, a message was left to discuss his request for cancellation. Mr. ***** called right back and left a message. Trupanion called right back and had to leave another message. All communication on June 25th occurred within a time span of 37 minutes. On June 27, 2013, the cancellation specialist and Mr. ***** had a live conversation to discuss his reasons for cancelling his policy. An email was sent to Mr. *****, asking him to confirm his request to cancel. We have found that points of confusion and many issues that may cause someone to wish to cancel can be resolved in verbal communication by calling ************* However, written request is still required. Mr. *****' policy has been cancelled, retroactive to June 20, 2013. At this time, Trupanion considers this case closed.

6/25/2013 Problems with Product/Service
6/19/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After repeated tries to get this company to pay claims and having paid them for several years, I canceled the policy and told them they were not to take any more money from my account. ON 21 May 2013 they took another payment in the amount of $40.31. This company does not pay claims and has all kinds of excuses why they won't pay. Very unhappy!

Desired Settlement: I want my last payment returned to my account immediately. The other payments I know are lost but they were told not to take any more payments and they did. $40.31 on 21 May 201

Business Response: Business' Initial Response /* (1000, 5, 2013/06/05) */ Contact Name and Title: ****** ******* Lead Contact Phone: XXX-XXX-XXXX ******* Contact Email: *************@************* Consumer: ****** ******* BBB Case #: XXXXXXXX On June 4, 2013, Trupanion reached out via phone to policy holder ****** ******* (Policy ************). Trupanion discussed the reason that Claim #XXXXXX was ineligible for coverage and offered a secondary review of the claim if the policy holder wished to do so. At this time, the policy holder has decided against pursuing the appeal option. The policy holder then asked for a full refund of the premium that was billed during the month in which she cancelled her policy. Trupanion refunded one month's premium in the amount of $40.31. The call ended amicably, and the policy remains cancelled.

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