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So far they have my experience pleasurable ; very smooth process and me & my pet are happy knowing he is covered

I signed up with Embrace when I got my puppy when he was about 6 months old. He got sick and needed to go to the hospital. I tried to upload the claim forms on their website and it never worked. I needed to call and email them over. This caused increase time. Once the forms were received I received my reimbursement in a timely manner. What I am upset about is that my puppy's liver enzymes were found to be elevated. The vet does not know why and will need further tests. Now Embrace denied payment for the blood work and stated they will deny anything further having to do with this illness or condition. This is not fair. We don't even know what is wrong. Now I have to take my baby for a $500 scan that embrace will not pay. Also, when my puppy was 9 weeks old he would get car motion sickness for 1 week until he got used to the car. The vet has this in his records. So Embrace stated they will not cover anything that has to do with motion sickness. In summary, they won't pay for anything that your pet had before signing up with them. If I had signed up when I first got my pup at 9 weeks old then they would pay. Any condition before signing up is considered preexisting. Pretty unbelievable. My puppy is now only 10 months old and he may need further tests and even treatment and Embrace won't pay.

representative was courteous and helpful.

She was very helpful on the phone I just didn't like the reason for the increase on monthly payments we went from $137 monthly to $199 in just 3 years I have needed to use my insurance last year for my dog Roxy which helped a lot glad we had insurance. Just don't understand why it has to increase every year .. our own health insurance doesn't increase why should pet insurance?

Thank you

The representative was very interested in the well being of my pet which surprised and impressed me.

The representatives seemed to truly care about my dog and his medical situation. I appreciated their genuine conversation.

I love Trupanion, but I feel if a Cardiologist orders a test and it comes back normal, I should still be reimbursed. He wants it done every 6 months!!! I have 4 cats insured with you, and pay you a lot of money. I feel that if the Vet requests it, no matter the result, it should be covered. I'm not very happy at the moment. Not to mention my premium just went up and I pay. No questions asked.

Happy so far with the experience and coverage. The website needs some work as the online claim button was tricky to find. Could use a better layout

We'e been treated extremely well until a recent claim. During the most recent claim the correspondence was poor. Our emails were answered & ignored, so finally we had to make a phone call the get the matter rectified. The call taker was very good.