Pet Name: Enzo
Treated For: Myelopathy
Total Repaid: $4,502.98
Time to Process Claims: 2 days
I apologize for taking so long to send this email, it was a long time overdue, believe me. Enzo had his surgery on June 29 and convalesced for 6 days until this past Tuesday. He is on crate rest but is doing exceptionally well, walking around in his crate at the same capacity as he was before surgery, which is quite promising considering that he is expected to improve considerably from just days after surgery. He is now in good hands at home, where he is expected to make full recovery, and hopefully, regain full use of his legs.
The entire hospital was quite impressed with Trupanion, they remarked at how they could not recall such a caring and cooperative Company as they had encountered with Trupanion, and I wholeheartedly agree. I am deeply touched with how expediently and professionally you rallied to assist us in this emergency situation. Specifically, it turns out Enzo was born without discs in the thoracic portion of his spine, and the good doctor implemented a procedure used on humans to treat Enzo (fitting as he is like a human to us), grafting bone from his legs to fuse together his spine.
All considering, we feel tremendously blessed that the stars aligned so wonderfully to give us a doctor equipped to handle such an operation and a supportive and caring team of individuals at Trupanion, who without the help of which, this would not have been possible in such a short time.
A special thanks is in order to you Joe, as your initial involvement and attention with this matter really served as a driving force to make what happened, happen. To say that you are good at the job that you do is akin to saying the Titanic was just a pretty big boat, words fail to do your performance proper justice.
Please also forward this email to Diana, whom I would be remiss for not properly thanking. Diana, your actions were truly all-star. While the hospital may be unaware, it was the expedience within which you made your decision to reverse the initially rejected claim, and the ensuing attention to the preapproval documents, that was a hugely contributing factor as to why Enzo is where he is today. You specifically altered the tide of this dire situation, and I just wanted you to know that. Your extra efforts in being available via cell phone for the preapproval, did not go unnoticed, and Jennifer and I will never forget your dedication in helping us obtain the treatment Enzo deserved so he would not be forced to limp for the rest of his life– at best.
On behalf of my family, and Enzo, I thank you all from the bottom of my heart. Trupanion has a customer for life.