3
out of 5
Verified
Good, but still has kinks to work out
Unfortunately, I've submitted several claims over the past 2 wks and it doesn't seem like there's a consistent flow to invoices being submitted via the app by members. I understand that when a facility has your software and actually uses it, claims are processed much quicker than when a member submits an invoice via the app. However, there has been a complete lack of consistency in regards to the time frame of each of the claims I've recently submitted. To be completely transparent, if I'm spending money out of my pocket and some claims take 2 to 3 business days to be opened, processed and approved, I'm not sure why other claims for the same elegible condition would take 5 or 7 days to be opened, processed and approved. I've also been experiencing a multitude of issues recently with your app and email communications. They two are not syncing like in the past and it's frustrating and stressful to have to keep calling in regarding the aforementioned issues. I did however, make the time to call in at least 3 separate times regarding the above issues. These were notated and I was told other members had similar complaints. Example, I received an email claiming a pre authorization had been approved but for over 48hrs the app indicated "in review" for that exact same pre authorization. Also, in the past the app was always more up to date than email. Meaning, I could look at the app and see which claims had been approved and then anywhere from 3 to 8 hrs later I'd receive an email letting me know in writing that those same claims were approved. This is no longer the case. In general, my biggest complaint is that if I submit a final invoice for the same exact elegible condition that I already submitted a pre authorization for and got approved for, it shouldn't take 3 or 4 days to get that approved. Also, for an elegible condition that's already previously been covered, invoices I submit from the same facility or same online vendor shouldn't take 5 to 7 days to be approved. Again, I can only compare my recent negative experiences to other more positive experiences I've had in the past. I'd say there needs to be more consistency with the time frames invoices take to get opened, processed and approved. Please be cognitive that when a facility doesn't have your software it's a big inconvenience and financial burden to fork over a large sum of money (up front) and then have to wait 3 to 4 days for that to be approved and then another 2 to 3 additional days to receive the money via direct deposit. All of this is exacerbated when a pre authorization has already been submitted and approved. I understand you can't make a facility utilize your software, but are you even trying to pitch them? Nevertheless, the tech issues with the app and emails not syncing can definitely be addressed.
- INSURER: Trupanion
- POSTED: 09/09/2022
- BY: Natalie
- BREED:
- AGE OF PET: 0 - 3