Terri R.

I had a decent experience with this company handling claims until they started raising my premiums for no obvious reason. My fees increased 12 percent from $45 in May 2017 to $51.35 three months later in August 2017. If that wasn't enough Trupanion then raised it an enormous 38 percent from $51.35 to $82.73 a year later in August 2018! I emailed them to cancel the policy. They have no way to cancel on their website or any other way except to call them by phone so instead I sent them an email. They would not immediately cancel and left me multiple messages to call them to 'talk about it.'' I was appalled and did not call them. Finally they let me know the policy was canceled but they charged me a prorated fee at this exorbitant, inflated premium for one day because I didn't realize they had raised their rates until I saw it on my credit card a day after the first of the month. I contacted my credit card company and they said to contact the vendor again. I did and Trupanion refused to remove the charge, or charge me for the lower premium approved credit card rate. This is dishonest, unscrupulous and underhanded business practice and they should know better than to treat their customers so poorly. I highly suggest you avoid enrolling your pet with their insurance because my guess is they will eventually do the same kind of thing to you.

This company is dishonest and underhanded. If I could give a zero star, I would. I ordered an item from their website but the wrong item appeared in the email order confirmation. I emailed immediately to change it but they said they could not fix it because the order had processed. When I called to make an exchange, they said I had to use their website to get a return form. Their website contains a checkbox saying you agree to their return policy. The policy says they are not responsible for web order differences and customers are responsible for shipping charges. I called them again and they put me on hold over 30 minutes until past closing time. I sent a chat request and they left me hanging with no reply for over 20 minutes. I called again days later and they said I had to pay return shipping and additionally it would cost me $7.00 in shipping to have the original $27.98 item I ordered shipped to me. I do NOT recommend ordering anything from this corrupt company.