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Easy to submit paperwork. Quick turnaround for approval and prompt payment after determining how much to reimburse.

Primarily that you process the claims quickly although at times I find it difficult to understand the explanation of benefits. The site itself is easy to use although there are a few items I'd like to share my feedback on. Update Payment Details 1) I feel the word "Update" should be removed from the menu. Once you select this option, the heading reads "Payment Details", and the menu should match the initial heading. Once users select the menu option, it's pretty clear that you have the option to update any of the payment methods by selecting the "edit" button. 2) In addition, if the system recognizes that a user has direct deposit for their claims, the "Did You Know" message that automatically displays from the right of the screen is a little annoying. Why would I receive a message asking 'Did you know you can sign up for direct deposit...(or whatever ir said)?' if I have direct deposit already. It makes a user think that there is something wrong. 3) I know I can submit a claim and have you pay my vet directly but I wouldn't have known that I could have it processed before I leave the vet's offce had I not selected "Activate An Offer" and viewed other page information. If this is an option, couldn't there be a section under Update Payment Details>Payment Details>Claim? I would think the Claims section would have an additional option to "Pay My Vet Directly". Then a message "For a list of participating clinics/hospitals/veterinarians etc.", then display the "Select your state" with the drop down of states. The customer would need the option to select the Vet, and Trupanion would most likely need to create a process on the back-end to initiate a message to the Vet indicating which customer and pet the option was chosen for. Once acknowledged the Vet would be added and added to the Claims section. The chosen Vet would typically be displayed within the Claims section with a "Pending" message until the Vet sends an acknowlegement. Additionally, the customer should be able to add multiple Vets. The Chewy.com site has something similar for their prescriptions. Add A Pet 1) Was I still on the Trupanion page or taken to a third-party site since all the menu options disappeared and it's a different look and feel? If it's a third-party, you could have the customer complete the form on your site by imbedding the underwriter's form on your page. Then, a button would be at the bottom of the form with a permission disclaimer letting the customer know that the information provided will be submitted to "xxxxx". Or, keep it as it is now but provide a message telling the customer they are being redirected to "xxxxx" with an "ok" button. Once on the new page, there 'should be' an option to return back to the previous page. That's where this became confusing. Since the page took on a different look and feel, how do I know that I'm still within Trupanion's site or taken somewhere else? The customer could click on the logo to go back, but I did that and it became even more confusing as it appeared as if I had to log back in even though my name was still at the top. But when I selected "My Account" it displayed "Sign in" and a couple other things. When I selected Sign In, I didn't have to, it took me back to the main page. If I were older, disabled or didn't understand sites, these things would be very confusing. In days where spoofing, spam and all the other fraud in our lives derived on the internet, these things become important, especially to aging individuals who are taken advantage of.

Because she was helpful with my questions. She reassured me everything is taken care of. When Reugar was at the hospital it was good knowing he was covered.

Finally someone that listens and finds answers. I didn't feel like I was being read a script line upon line.

always very responsive and helpful

Trupanion always responds quickly to resolve claims and take care of clients. During these difficult times it’s comforting to know you are in my dogs corner. Thanks so much

The communication once a claim is sumbitted is amazing. Payment is quick.

Well this is a new relationship. More importantly, there was a disagreement with the manner of the waiting period. I have no issue with the waiting period but it makes no sense to charge a monthly premium and administrative fee if there is no coverage. The charge should start with the end of the waiting period. A premium is for coverage. If there is no coverage there should be no premium.

My puppy was seen for a routine check up before we were covered and we mentioned she had dry skin. Now it’s deemed a pre-existing condition. She has allergies but Trupanion won’t cover it.

The website is easy to navigate. I was reimbursed fairly quickly.