QUESTIONS TO ASK ABOUT THE PROVIDER |
ANSWERS FROM TRUPANION: |
| How does this provider handle renewals? (Example: If my pet is diagnosed with hip dysplasia one year, is that problem considered a chronic or pre-existing condition when the policy comes up for renewal?)
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Trupanion’s policy is continuous until cancel, making all conditions (that were not pre-existing) covered for life. |
| Are there any complaints about this provider on record at the Better Business Bureau? |
No, Trupanion is a Better Business Bureau accredited business. |
| Does this provider have good ratings at independent websites that review and/or publish customer ratings of pet health insurance companies. |
Yes, please visit www.petinsurancereview.com and check out Trupanion and Vetinsurance (Canada). |
| Are this provider and the person selling the insurance licensed in my state? |
Trupanion is currently licensed in CO, CA, GA, IL, KY, MA, MD, MI, NC, NJ, NY, OH, OR, PA, SC, TN, TX, UT, VA, WA. (12/08) |
| Does this provider offer high-deductible policies? |
Yes, you can choose a deductible from $0 - $1,000. |
| Does this provider offer a money-back, trial period for new subscribers? |
Trupanion offers a 30 money-back guarantee, if you have not made a claim. |
| Does this provider exclude coverage for pets the same species, breed and age as mine? |
Trupanion enrolls all dogs and cats under a year old. |
| Did this provider respond quickly and thoroughly when I requested more information? |
Trupanion help is available 24 hours, 7 days a week at 1.800.569.7913. |
| Will this provider allow me to changes or revise my pet's policy before the renewal date without charge? |
You can always increase your deductible amount, but can never decrease. Hip dysplasia coverage can be added to a pet’s policy up to 30 days after policy effective date. These changes can be made without charge. |
| Does this provider offer multiple pet discounts? |
No. |
| Did my veterinarian recommend this provider? |
For puppies and kittens, Trupanion is the #1 choice by veterinarians. |
| Will this provider reimburse services provided my veterinarian, or am I required to use a veterinarian in this provider's network? |
Trupanion covers any licensed veterinarian, including 24 hour emergency centers and referral specialists, in the US or while temporarily in Canada. |
| Is the information I received from the provider consistent with what I read on the company's website and in its brochures? |
Trupanion strives to be consistent and transparent. If you have any questions please contact us at 1.800.569.7913. |
| Will this provider accept my pet for coverage if a different company provided health insurance for my pet in the past? |
Yes, but Trupanion pets must enroll before the age of 1 year. |
| Am I comfortable with this provider's complaint process? |
We welcome feedback as an opportunity to improve our services. Please direct all feedback to 1.800.569.7913. |
| Does this provider have an appeals process I can use if my claim is denied? |
Yes, you may appeal a claim denial, and we will send it to a third party board of veterinarians to review the claim. |
QUESTIONS TO ASK ABOUT THE POLICY |
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| Do I understand exactly what the policy covers? |
If you have any further questions please contact us at 1.800.569.7913. |
| Can I afford the monthly premium, deductible, and required co-pay? |
You are reimbursed 90% of covered claims. You can lower your monthly premium by selecting a deductible of $0-$1000; premium decreases as deductible increases. |
| How much coverage does this policy provide for chronic, hereditary or pre-existing conditions? |
Chronic, hereditary, and congenital disorders are covered 90%, pre-existing conditions are not covered. |
| Does this policy cover preventive care, and does that coverage justify a higher premium? |
No, we don’t feel that preventive care is ever in the best interest of a pet owner, as it doubles premiums without adding additional value. |
| Are there certain types of accidents or healthy problems that aren't covered? |
Hip dysplasia is optional coverage, and only included if you elect to have it. |
| How are claims submitted? How long do I have to submit a claim? Will my costs change based on the number of claims I submit? |
Claims can be submitted via fax or mail. You have 90 days after date of treatment to submit. Costs will not change based off the number of claims you submit. |
| How long does it take, on average, to be reimbursed? |
Trupanion processes initial claims in up to 7 days; all claims average 24 hour processing time. |
| Does this policy use a list of "usual and customary fees" to determine how much I will be reimbursed? Is that list up-to-date? Are the fees consistent with what my veterinarian expects to charge? |
No, Trupanion reimburses based on your veterinarian’s actual fees, and never based on any type of restrictive fee schedule. |
| Is there any penalty if I cancel my policy? |
No, you can cancel anytime. |