Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi Trupanion Team,Id like to formally request a review and refund regarding a recent claim denial. You stated that my pets condition existed during the 30-day waiting period, but I strongly disagree this was not a pre-existing condition. My pet did not have symptoms, diagnosis, or treatment for this issue before coverage began. My vet at ****** also does not state there was any linkage between these. It was the first time he had a fever and the first time months later, he had skin allergies. Trupanion paid 0.00 and I paid months of insurance without any service. I feel scammed. Not only did I have to pay over $400 in insurance, but also incurred nearly $1000 in vet bills. I ask for vet bills to be reimbursed and my insurance paid. Sep 9, 2024 $99.06 Oct 8, 2024 $69.53 Nov 10, 2024 $68.31 Dec 9, 2024 $67.52 Jan 2025 $65.99 Feb 9, 2025 $66.30 Please re-evaluate the claim or escalate it for further review. I believe this denial was made in error, and I would appreciate a refund for the costs Ive incurred based on that decision.Looking forward to your response.

  

  Business Response

  Date: 07/25/2025

  Date: 7/25/2025
  BBB Case ID # ********
  Policy # TC0002226425
  Complainant: ******** ****

  
  Trupanion has received the complaints presented by *** ****,and we appreciate the opportunity to provide further clarification and support here. Were keeping her and her pet in our thoughts and sending lots of wishes for a smooth recovery her way. A thorough review of her claims has been completed to ensure that coverage has been applied fairly and accurately according to our coverage terms as detailed below.

  
  Our policies are here to help with the costs of treating pets for new conditions that they may develop after their coverage is fully in place and any applicable waiting periods are through. If a medical condition begins before this time, it will be pre-existing and ineligible for coverage. A diagnosis is not necessary for symptoms of a condition to not be covered. This is further outlined in section 9.B.I of our policy under What we do not cover. This section states that our policy does not cover treatments for illnesses or injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the Policy Enrollment Date.

  
  *** **** enrolled her dog, Baozi, on a standard Trupanion policy on 9/8/2024, which includes a 5-day waiting period for accidents, and a 30-day waiting period for illnesses. Per *** ***** medical records from ****************************, Baozi presented for No nasal/ocular discharge but he has a dry dermatitis around the peri-ocular area and dorsal muzzle and caudal to nostril with some excoriations on 9/11/2024, and again for Hx-licking his legs/paws a lot, started a couple weeks ago, also rubbing and scratching his face and hair loss around eyes and bridge of nose and sides of face and all 4 paws, redness and crusting on paws A-allergic skin dz r/o food allergy, atopy on 11/11/2024. Allergies have a range of clinical manifestations that tend to progress over time. These include otitis, dermatitis, and generalized itchiness.

  
  Because Baozi began showing signs and symptoms of allergies prior to the inception of *** ***** coverage plan, and continued through her policy start date, were unable to honor *** ***** desired settlement to extend coverage for this condition. While we understand that this may not be the outcome *** **** had hoped for, we believe this matter to be resolved and have no further information to provide at this time. Should *** **** have any further questions, we encourage her to please call us 24/7 at *************.

  
  Take care,
  The Trupanion Team

  
  

• Initial Complaint

  Date:07/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Owned dog since Oct 2023. Took dog to the vet once prior to purchasing a Trupanion policy in early 2024. Did not file first claim until approximately 1 year after purchasing the policy. Have now submitted 4 claims. Trupanion claims all diagnostic, medication and treatments are related to pre-existing conditions. Infections aren't often chronic conditions if appropriate treatment orders by a *** and owner is compliant with treatment regimen. How can it be considered pre-existing if the dog wasn't seen by a *** for over a year after first purchasing a Trupanion policy. I don't have any documents or explanation regarding the information related to the pre-existing ailments Trupanion is basing their decision on. I paid between $80-$100 per month for my policy for 1.5 years now. After submitting 4 claims Trupanion has denied reimbursement for each diagnostic test and medication. I have explanations regarding the denial of claims but I have no record of the information that is being used to support the pre-existing criteria Trupanion is using.

  

  Business Response

  Date: 07/25/2025

  Date: 7/25/2025
  BBB Case ID # ********
  Policy # TU0004415305
  Complainant: ****** *******

  
  Trupanion has received the complaints presented by *** *******,and we appreciate the opportunity to provide further clarification and support here. Were keeping her and her pet in our thoughts and sending lots of wishes for a smooth recovery her way. A thorough review of her claims has been completed to ensure that coverage has been applied fairly and accurately according to our coverage terms as detailed below.

  
  Our policies are here to help with the costs of treating pets for new conditions that they may develop after their coverage is fully in place and any applicable waiting periods are through. If a medical condition begins before this time, it will be pre-existing and ineligible for coverage. A diagnosis is not necessary for symptoms of a condition to not be covered. This is further outlined in section 9.B.I of our policy under What we do not cover. This section states that our policy does not cover treatments for illnesses or injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the Policy Enrollment Date.

  
  *** ******* enrolled her dog, Remy, on a standard Trupanion policy on 3/8/2024. Per *** ******** medical records from ********************************, Remy was seen on 3/6/2024 for itching  whole body started about a month ago, shaking head and tilting head and itching ears started also one month ago. hair loss around body also started a month ago. O does chlorex baths and has tried ********. They were also advised on 3/8/2024 that I/O that Remy's skin condition is now considered a pre-existing condition, and I am not sure if pet insurance will cover the skin tx/dx. Allergies have a range of clinical manifestations that tend to progress over time. These include otitis,dermatitis, and generalized itchiness.

  
  Because Remy began showing signs and symptoms of allergies prior to the inception of *** ******** policy, were unable to honor her desired settlement and extend coverage for this condition. While we understand this may not be the outcome *** ******* had hoped for, we do not have any further information to provide at this time and believe this matter to be resolved.Should *** ******* have any further questions, we encourage her to call us directly at ************* for the quickest support.

  
  Take care,
  The Trupanion Team

  
  

• Initial Complaint

  Date:07/15/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dog found and ate rat poison when moving into a new house. I took her to the vet and uploaded the invoice to Trupanion. They are refusing to pay for anything except the medication because exams arent a covered service. The vet had to examine the dog to see how extensive the poison damage was! Do to this they look at eyes,gums, listen to heart etc. THATS NOT A NORMAL EXAM! their policy says they dont cover exams because that is an expected expense which I agree an ANNUAL exam is a planned expense. This was related to her eating poison! The invoice even says it was an emergency exam not a normal exam.

  

  Business Response

  Date: 07/25/2025

  Date: 7/25/2025
  BBB Case ID # ********
  Policy # TU0004579357
  Complainant: ****** *******
  
  Trupanion has received the complaints presented by ********** and we appreciate the opportunity to offer further clarification and support regarding our plan details here. We hope her pet is feeling much better now.
  
  We understand that Ms. ******* has concerns regarding her coverage details regarding examination fees. Ms. ******* enrolled her pet, *****,on a standard Trupanion Policy on 1/05/2025. Trupanion policies are designed to help pet owners with the unexpected treatment costs when their pets are sick or injured. Because we focus on helping with treatment costs, we do not cover the cost of examination fees, regardless of whether the pet is being seen for a routine checkup or an emergency, at anytime.
  
  This is outlined in Ms. ******** policy documentation under Section 6.A Eligible Claims - What You Pay, which outlines A. Examination Fees, as well as Section 9.B.I, Other Exclusions, where it lists I.Examinations. Ms. ******** policy documentation further outlines what an Examination is in Section 10.J Definitions by explaining Examination and other derivations: Examination performed by or under the Direct or indirect Supervision of a Veterinarian, including but not limited to:a physical, physical consultation, inpatient Examination, in-HospitalExamination, consultation, office visit, office call, office fee,referral, recheck, telemedicine consultation or any type of planning fee including but not limited to anesthesia planning, surgicalplanning, or radiation planning.
  
  Because coverage has been applied to Ms. ******** claims fairly and accurately according to our plan terms and we do not cover examination fees at anytime, we cannot honor Ms. ******** desired settlement.While we understand this may not be the outcome that she had hoped for, we believe this matter to be resolved and do not have any further information to provide at this time. A member of our team has also been in contact with ********** directly to walk through her concerns with her and answer any questions she may have. Should Ms. ******* wish to discuss this any further, we encourage her to call us directly for the quickest support. Were available for her 24/7 at *************.
  
  Take care,
  The Trupanion Team
  

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently signed up for pet insurance through Trupanion and was surprised to find that they charged an account setup fee at the time of enrollment. I have never encountered an insurance company, whether for auto, home, health, or life, that charges a separate setup fee just for opening a policy. This is not an industry standard practice and feels both unusual and predatory.More importantly, this fee was never clearly disclosed at the time of enrollment. I was not informed in any visible or meaningful way that this charge would apply, and I only discovered it after checking my billing details. I believe this practice takes advantage of ******************* companies already profit from premiums and other policy structures, there is no justifiable reason to impose a hidden setup fee on top of that, especially in a way that lacks transparency. I am requesting a full refund of this setup fee.

  

  Business Response

  Date: 07/03/2025

  Date: 7/3/2025
  BBB Case ID # ********
  Policy # TU0004653205
  Complainant: ***** ******
  
  Trupanion has received the complaints presented by ********** and we appreciate him taking the time to share his feedback with us here. We understand that he has concerns regarding our enrollment fees that are associated with starting a Trupanion policy, and were glad for the opportunity to provide information here regarding our coverage plans and associated startup fees.

  
  We want all of our members to feel confident in the coverage plan they choose to protect their pets with, and transparency is important to us in all aspects of our coverage. Mr. ****** enrolled his pet on a standard Trupanion policy over the phone on 5/21/2025.

  
  During the enrollment process over the phone, Mr. ****** was played the following recorded disclosure: Your regular monthly payments are applied on the same day each month to your credit card, debit card, or bank account on file, beginning on your effective date of coverage. If you selected payment by *** and entered your bank account information, you agree that we will be debiting the account on file for your monthly cost and any additional,one-time fees shown on your checkout screen based on your selected billing preferences on or within 2 business days of the billing date of your policy.

  
  This pre-recorded disclosure notified Mr. ****** at the time of his enrollment that the preferred payment method he provided would be billed beginning on his effective date of coverage, alongside any additional one-time *******. ****** was also provided his declarations page at the time of enrollment to his email address on file, wherein the following information is stated: YOUR FIRST BILLING WILL BE $71.88. THIS INCLUDES YOUR FIRST MONTH'S PREMIUM AND A ONE-TIME ADMINISTRATION FEE OF $35.00.

  
  Because Mr. ****** was played the appropriate disclosures and provided with the correct information both verbally and via written documentation, we cannot honor his requested settlement. While we understand that this may not be the outcome Mr. ****** hoped for, we do not have any further information to provide at this time and believe this matter to be resolved. Should Mr. ****** have any further questions or concerns, we encourage him to call us directly at ************* for additional support. He can reach us 24/7.

  
  Take care,
  The Trupanion Team

• Initial Complaint

  Date:05/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trupanion raised our pet insurance by an exorbitant amount. The recent base rate increase in ******** reflects the continued rise in veterinary care costs across the region. Over the past several months, the cumulative rate adjustment has been approximately 25%, including an 18% increase implemented in mid-2023 and a prior 6% in late 2022. My insurance rate hike since 2023 has been nearly 60%, well above the 25% (cumulative) median described above. My insurance jumped about 28% in 2023 from $90.12 to $125.95. It then rose 18% from $125.95 to $152.96 in 2024. Finally, my upcoming raise to $197.13 reflects a 22% raise. Therefore, I believe my insurance premiums have increased in excess of the amount allowed.

  

  Business Response

  Date: 06/04/2025

  Date: 4/1/2025
  BBB Case ID # ********
  Policy # TU0004257324
  Complainant: **** *****

  
  Trupanion has received the complaints presented by *** *****,and we appreciate the opportunity to provide further support here. We have completed a thorough review of *** ****** pricing and confirmed it to be accurate based on the factors and review outlined below.

  
  As part of the highly regulated insurance industry, our rates must be reviewed and approved by the *********************** where *** ***** is located. We strive to ensure that each pets monthly cost is accurate, fair,and non-discriminatory while also supporting the unlimited payouts we provide to our members in the event of the unexpected.

  
  Every pet is different, so their monthly cost is also unique to them and based on their individual characteristics that are established on the date they enroll. These characteristics include their breed, ***, age at enrollment, as well as their geographical location and the coverage options selected for their plan.

  
  These characteristics always form the basis of each pets monthly cost, which means we do not change a pets pricing because they get older after signing up or need to use their plan. Instead, we regularly review our pricing alongside overall trends in the cost and use of veterinary treatments. This means that changes in our pricing are mainly due to an overall increased use of veterinary care and improvements to that care through better technology. By keeping our pricing in line with the industry we cover, we can continue to support the unlimited payouts we promise for every pet we protect.

  
  During this review, we analyze trends including how much veterinary treatments cost, how many treatments are being provided, and how those treatments may be improving with technology. For example, we consider how expensive a treatment like an x-ray is, as well as how many treatments are being performed on pets, and whether pets are receiving more sophisticated treatments, such as MRIs, instead of x-rays. We then apply this analysis to the individual characteristics mentioned above to develop a pets unique monthly cost.

  
  Because *** ****** monthly cost is accurate according to his pets individual factors and regular pricing review as outlined above, we are unable to honor the desired settlement here. While we understand this may not be the outcome he hoped for, we believe this matter is resolved. A member of our team has also been in touch directly to offer further support. Should *** ***** have any further questions, we encourage him to please reach out to us directly at ************* or by live chat through his online account. Were available 24/7.

  
  Take care,
  The Trupanion Team

  
  

  Customer Answer

  Date: 06/04/2025

   
  Complaint: 23376613
  
  I am rejecting this response because:

  I have requested the allowable insurance rate hikes from this company and they have refused to state what it is.

  According to a June 2023 press release statement, their rate hikes were approved in NYS for 25%. Our pets insurance (confirmed by a Trupanion manager) has risen nearly 57%. 
  

  The company has repeatedly stated information about their operating costs, but has not disclosed the allowable NYS rate increase. 
  

  Once that information is verified and communicated explicitly, I will be more than happy to resolve this complaint.

  
  Sincerely,
  
  **** *****

  

  Business Response

  Date: 06/17/2025

  Date: 6/17/2025
  BBB Case ID # ********
  Policy # TU0004257324
  Complainant: **** *****

  
  Trupanion has received further concerns presented by ********* and we appreciate the opportunity to provide additional information and support here.

  
  We understand that Mr. ***** has additional concerns regarding changes to his pricing. Well regularly review our rates to ensure that we continue to stay priced to support the coverage we provide to all of our members. Our rates have changed since 2023, and as part of the highly-regulated insurance industry, those changes must be reviewed and approved by the department of insurance where Mr. ***** is located, which in Mr. ****** situation is **************. Once approved, we apply those rates to his pets pricing factors to determine his monthly cost. By doing so, we continue to price all of our members fairly and accurately.

  
  We have thoroughly reviewed Mr. ****** account and have confirmed that his pets pricing is accurate according to the pricing factors outlined above. While we understand this may not be the outcome Mr. ***** had hoped for,we have no further information to provide and consider this matter to be resolved.Should Mr. ***** have any additional questions or wish to speak with us further regarding his pricing, we encourage him to reach out to us directly at *************.Were available for him 24/7.

  
  Take care,
  The Trupanion Team
  
  

  
  

  Customer Answer

  Date: 06/17/2025

   
  Complaint: 23376613
  
  I am rejecting this response because:

  I am in disagreement as to the statement provided by Trupanion on 6/17/25. I have requested multiple times for them to provide documentation to prove that my increase was allowable with my states insurance regulations. Trupanion has not sent a single response or official document that included exact information on the allowable rate increase.
  

  Therefore, this matter has been presented elsewhere for further review and oversight.

  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I enrolled my dog at about six months of age and Trupanion. Currently all three of my animals are covered at around $200 a month.Trupanion for the last six years has been declining to cover my dogs Apple quill, which over the last five years has cost me about $4000. It isnot a cheap medicine. When Xena was three months old, she had allergic reaction to carpet deodorizer. Trupanion has tried to use this excuse to say that this is why they will not cover seasonal allergies. Anyone with half of a brain knows that being allergic to something that causes dermatitis is very different than something that causes seasonal allergies. A few months ago, I had my doctor, my veterinarian, fill out an appeal stating that the two things were not related and that dogs dont get seasonal allergies at five months of age. Which is what Trupanion is trying to argue.Trupanion denied my claim. Then they told me that there were notes in her records that said she had a yeast infection. Oh so a yeast infection is seasonal allergies?Heres whats going to happen Trupanion is gonna proactively reimburse and pay me for all of the ***** that I have spent money on for the pastfive years which at this point is probably $4000 or, Ill take them to court. Its simple.

  

  Business Response

  Date: 06/03/2025

  Date: 6/3/2025
  BBB Case ID # ********
  Policy #TU0003071666
  Complainant: ******** *******

  
  Trupanion has received the complaints presented by Ms. ******** and we appreciate the opportunity to offer our support here. Were keeping her and her pet in our thoughts and hope theyre feeling better now. We have thoroughly reviewed Ms. ******** claims to ensure that coverage has been applied fairly and accurately according to our coverage terms.

  
  Our policies are here to help with the costs of treating pets for new conditions that they may develop after their coverage is fully in place and any applicable waiting periods are through. If a medical condition begins before this time, it will be pre-existing and ineligible for coverage. A diagnosis is not necessary for symptoms of a condition to not be covered. This is further outlined in section 9.B.I of our policy under What we do not cover. This section states that our policy does not cover treatments for illnesses or injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the Policy Enrollment Date.

  
  Ms. ******* enrolled her pet, Xena, on a Trupanion policy with us on 3/21/2019. Per Xenas medical records from Chesapeake Animal Clinic,she was seen for sneezing on 11/02/2018, where it was noted that Since she sounds and looks normal, I suspect her sneezing could be mild allergies especially if she is sniffing a lot of things. Xena was again seen for a mild yeast like otitis despite claro and flush on 11/29/2018, and again on 3/21/2019 where records noted several small pyoderma bumps on R cheek and a small excoriation above L eye and Pyoderma, likely secondary to seasonal allergies.Allergies have a range of clinical manifestations that tend to progress over time. These include otitis, dermatitis, and generalized itchiness.

  
  Because Xena began showing signs and symptoms of allergies prior to the inception of her coverage plan, and continued through her policy start date, were unable to honor Ms. ******** desired settlement to extend coverage for this condition. While we understand that this may not be the outcome Ms. ******* had hoped for, we believe this matter to be resolved and have no further information to provide at this time. Should Ms. ******* have any further questions, we encourage her to please call us 24/7 at *************.

  
  Take care,
  The Trupanion Team
  
  

  
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/11/2025 I took my dog to the Pet ER because he injured his right rear paw and it would not stop bleeding. I took him to the Pet ER at which he left a ****** trail all the way from the front desk to the exam/ treatment area. They examined his foot to determine the extent of damage and the treatment plan as well as checking the rest of his body for other possible injuries. The total bill was $400.94 which included 2 prescription and a cone for his head to keep him from licking the wound. Trupanion ************* is refusing to pay 90% less the $250 claiming exams are excluded from coverage. I looked over the welcome documents which states exams are excluded to which the way it reads they owe me $135.84 as their portion of the responsibility.

  

  Business Response

  Date: 05/30/2025

  Date: 5/30/2025
  BBB Case ID #********
  Policy # TU0001999077
  Complainant: ******* ********
  
  Trupanion has received the complaints presented by *********** and we appreciate the opportunity to offer further clarification and support regarding our plan details here. We hope his pet is feeling much better now.

  We understand that Mr. ******** has concerns regarding his coverage details regarding examination fees. Mr. ******** enrolled his pet,Atlas, on a standard Trupanion Policy on 12/27/2024. Trupanion policies are designed to help pet owners with the unexpected treatment costs when their pets are sick or injured. Because we focus on helping with treatment costs, we do not cover the cost of examination fees, regardless of whether the pet is being seen for a routine checkup or an unexpected emergency, at anytime.

  This is outlined in Mr. ********* policy documentation under Section 6.A What You Must Pay, which outlines A. Examination Fees, as well as Section 9.B.I, Other Exclusions, where it lists I. Examinations. Mr.********* policy documentation further outlines what an Examination is in Section 10.J Definitions by explaining Examination and other derivations:Examination performed by or under the Direct or indirect Supervision of a Veterinarian, including but not limited to: a physical,physical consultation, inpatient Examination, in-Hospital Examination,consultation, office visit, office call, office fee, referral, recheck,telemedicine consultation or any type of planning fee including but not limited to anesthesia planning, surgical planning, or radiation planning.

  Because coverage has been applied to Mr. ********* claims fairly and accurately according to our plan terms and we do not cover examination fees at anytime, we cannot honor Mr. ********* desired settlement.While we understand this may not be the outcome that he had hoped for, we believe this matter to be resolved and do not have any further information to provide at this time. Should Mr. ******** have any further questions, we encourage him to call us directly for the quickest support. Were available for him 24/7 at *************.

  Take care,
  The Trupanion Team

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dog has been "covered" by Trupanion for almost 10 years. I currently pay $90 a month for their services. I have never needed to use their pet insurance until now. My dog has multiple growths in his mouth and needs to get some teeth removed. My deductible is $1000 and I pay 10% on top of that. *he surgery is to cost $5,252.11. After going through the "pre-approval" process they have decided they will only pay $1722.70 because I did not get my dogs teeth cleaned when it was "recommended" by my vet. My vet did not put a timeframe on the teeth cleaning and even said that they can clean his teeth when the surgery is executed. My vet called me and told me to submit this through BBB because that teeth cleaning has nothing to do with the surgery. I followed my vet's instructions to the * despite a "chart" from over a year ago stating that a teeth cleaning was in order for my dog.

  

  Business Response

  Date: 05/30/2025

  Date: 5/30/2025
  BBB Case ID #********
  Policy # TU0001999077
  Complainant: ******* ********
  
  Trupanion has received the complaints presented by Mr. ********* and we appreciate the opportunity to provide further support here. Were keeping him and his pet in our thoughts and hope theyre feeling better now. We have thoroughly reviewed Mr. ********* claims to ensure that coverage has been applied fairly and accurately according to his coverage terms.

  
  We review all claims submitted to us in accordance with both our plan terms as well as each pets medical records as provided by their veterinarian. A Dental Prophylaxis,or Dental Cleaning, was recommended to Mr. ******** for his pet, Remington,according to Remingtons records from ***** ****** ************* on 6/17/2024.Notes include Rec dental cleaning with oral mass removal, biopsy.

  
  Mr. ********* coverage plan specifies under Section 7.A.III,Things You Must Do To Receive Dental Illness Coverage, that you must follow your veterinarians advice about dental care, and if recommended, your pet must undergo Dental Prophylaxis performed by or under the direct supervision of a veterinarian within the recommended timeframe. If your veterinarian does not provide a recommended timeframe, then the specified treatment must be completed within 3 months of the date of recommendation.

  
  Because Mr. ******** did not complete a Dental Prophylaxis for his pet within 3 months of the date of recommendation, and no alternate timeline was notated in his pets medical records, were unable to honor his desired settlement to extend coverage. While we understand this may not be the outcome that Mr. ******** hoped for, we believe this matter to be resolved and have no further information to provide at this time. Should Mr. ******** have any remaining concerns or questions regarding his coverage, we encourage him to please call us directly for the best possible support. Were available for him 24/7 at *************.

  
  Take care,
  The Trupanion Team
  

  
  

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an accident only policy for my dog through Trupanion. He fell trying to get on my sons bed and ended up herniating two discs which caused him to need surgery. Trupanion denied the claims associated with the fall because they said his MRI showed intervertebral disc disease and considered that the reason for why he herniated his discs. They did not ask to see where he fell from or how high up it was. They did not take into consideration that a fall may have caused the disc herniation. No one can say without a doubt if the fall caused him to herniate a disc or the ***** His IVDD was just diagnosed through this accident. He has no past medical history for it.

  

  Business Response

  Date: 05/23/2025

  Date: 5/23/2025
  BBB Case ID # ********
  Policy # P057324 
  Complainant: ******* *****

  
  Trupanion has received the complaints presented by ********* and we appreciate the opportunity to provide further support here. Were keeping her and her pet in our thoughts and hope theyre feeling better now. We have thoroughly reviewed Ms. ****** claims to ensure that coverage has been applied fairly and accurately according to her coverage terms.

  
  Ms. ***** enrolled her pet, Bucky, in a Chewy Accident Only Plan on 6/12/2024. Per Ms. ****** policy documents, her coverage plan is here to help with his plan covers accidents and cruciate knee injuries, and will not cover the cost of treatment for illnesses. More information regarding Ms.****** coverage details can be found in her policy documentation.

  
  Ms. ****** pet, Bucky, presented for hind end issues on 4/21/2025. Per Buckys medical records provided by *** ********************************, Pelvic limb ataxia with delayed CP's of the pelvic limbs; pelvic limbs crossover when standing [] Problem List: **-S3 myelopathy - r/o IVDD vs FCE vs inflammatory/infectious vs neoplasia vs other were noted during this visit. Per Buckys MRI on 4/23/2025 for the same hind end issues, the following was noted: L4-L5 disc herniation with multifocal IVDD [] Bucky's MRI revealed a disc herniation at L4-L5 (between the 4th and 5th vertebrae) causing severe compression of his spinal cord.

  
  Because IVDD, otherwise known as Intervertebral Disc Disease,is an illness, it is not eligible for coverage under Ms. ****** Accident Only plan, and were unable to honor her desired settlement. While we understand this may not be the outcome Ms. ***** was hoping for, we believe this matter to be resolved and have no further information to provide. If Ms. ***** has any further concerns or questions, we encourage her to reach out to us directly for the best support. Were here for her 24/7 at *************.

  
  Take care,
  The Trupanion Team

  
  

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23328765
  
  I am rejecting this response because:
  
  there is no definitive way to know if the fall caused the disc herniation or the ***** He may have IVDD, but the fact remains my dog suffered a fall. His vet confirmed they couldnt say without a doubt that IVDD caused his discs to rupture or the fact that he fell five feet and hit tile. If my dog was hit by a car and IVDD was discovered, youre saying you wouldnt cover the damage done by the car?  Ridiculous. No one has even asked to see where he fell from or what he hit when he fell to fully investigate the claim. 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 06/05/2025

  Date: 6/5/2025
  BBB Case ID # ********
  Policy # P057324 
  Complainant: ******* *****

  
  Trupanion has received further concerns presented by ********* and we appreciate the opportunity to provide additional information and support here.

  
  Per **************** policy, her plan is an Accident Only plan.
  

  Buckys medical records from ************************************ on 4/23/2025 state that he was presented to **************** ** and seen through our ***************** today, April 23, 2025, for progressive hind end issues after being seen through the ** previously 4/21/25. Thursday he tried to jump onto the bed but didn't make it. He was then taken for an MRI,from which the findings note ***** was then placed under general anesthesia and an MRI was performed to further evaluate for the cause of Bucky's clinical signs. Bucky's MRI revealed a disc herniation at L4-L5 (between the 4th and 5th vertebrae) causing severe compression of his spinal cord.
  

  It is further stated in Buckys records that: [IVDD]degeneration changes the consistency of the material in the center of the disc;from a gelatinous material to a thicker, pasty material or firm material. If weakened enough, this can lead to a sudden disc rupture or herniation (also known as a "slipped disc"). While Buckys ***************** may have contributed to the herniated disc and onset of symptoms, subsequent diagnostic testing and results show that the underlying cause of Buckys fall is due to IVDD,or Intervertebral Disc Disease. Because IVDD is classified as an illness, and Bucky is on an Accident Only policy, we remain unable to extend coverage.
  

  We understand that this is not the outcome that Ms. ***** had hoped for. We believe this matter to be resolved at this time and have no further information to provide. Should Ms. ***** have any questions, or wish to review her claims with us further, we encourage her to please call us anytime at *************, or chat with us live online through her member portal. Were available for her 24/7.
  

  Take care,
  The Trupanion Team

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23328765
  
  I am rejecting this response because:
  
  the business states while the fall may have caused the disc herniation.that in itself is showing my dog had an accident and they should cover the issue. Rest assured, legal action will be forthcoming. 
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pet insurance policy from Trupanion for $266.11 a month back in August 2024, under the impression that they would thoroughly review my pets medical history and notify me within 30 days if there were any issues. That never happened. I heard nothingno email, no letter, no phone call.Four months later, I submitted a claim in December, which was declined. Then, I submitted another claim at the end of April 2025. Again, it was denied, this time due to a so-called preexisting spinal condition. This was a complete shock because my pet has never been treated or diagnosed with any spinal issues.I appealed the decision and had my vet send a written statement confirming that there were no preexisting spinal conditions. Despite this, Trupanion responded by saying my pet has IVDDa condition that is not mentioned anywhere in my pets medical records. It felt like they were grasping for a reason not to pay.When I asked why I was never informed about any of this upfront, they admitted they couldnt even find the email that was supposedly sent to notify me. That tells me they never sent one and simply continued charging me every month, fully aware theyd deny any future claims.This experience has been frustrating, disheartening, and feels borderline dishonest. I would strongly caution other pet owners to be extremely careful before choosing Trupanion.I sincerely hope Trupanion reviews this case properly and corrects their mistake. My pet deserves better, and so do I.

  

  Business Response

  Date: 05/23/2025

  Date: 5/23/2025
  BBB Case ID # ********
  Policy # TU0004496798
  Complainant: **** *******

  
  Trupanion has received the complaints presented by *********** and we appreciate the opportunity to offer our support here. Were keeping him and his pet in our thoughts and hope theyre feeling better now. We have thoroughly reviewed Mr. ******** claims to ensure that coverage has been applied fairly and accurately according to our coverage terms.

  
  Our policies are here to help with the costs of treating pets for new conditions that they may develop after their coverage is fully in place and any applicable waiting periods are through. If a medical condition begins before this time, it will be pre-existing and ineligible for coverage. A diagnosis is not necessary for symptoms of a condition to not be covered. This is further outlined in section 9.B.I of our policy under What we do not cover. This section states that our policy does not cover treatments for illnesses or injuries for which signs or evidence of their potential manifestation existed within the 18 months prior to the Policy Enrollment Date.

  
  Mr. ******* enrolled his pet, ****** in a Trupanion policy on 8/1/2024, with standard waiting periods of 5 days for injuries and 30 days for illnesses. Per *****s veterinary records as provided by ********************************, ***** presented for shaking, walking slow, had unusual gait going upstairs [] not wanting to stand much at home, wouldnt put head down to sleep on 8/1/2024. Notes from the visit included suspect neck pain: r/o IVDD,soft tissue, other and based on history and breed, I am very suspicious of cervical spinal pain.

  
  Because Mr. ******** pet presented with signs and symptoms of this issue within his waiting periods, and again after coverage was fully active, this condition is considered pre-existing and not eligible for coverage,and were unable to honor Mr. ******** desired settlement. While we understand that this may not be the outcome hed hoped for, we have no further information to provide at this time and believe this matter to be resolved. A member of our team has also been in touch with Mr. ******* directly to provide further support regarding his claims. Should ********** have any further questions or concerns, we encourage him to please contact us directly at *************, or via live chat through his member portal online. Were available for him 24/7.

  
  Take care,
  The Trupanion Team