Complaint Handling Protocol

At Trupanion, we pride ourselves on our customer service. If you have a complaint about our services or policies, please let us know how we can do better. If you have a complaint about privacy, please see our Privacy Policy.

  1. Give us a call or send us an email. Trupanion’s award-winning customer care specialists are available 24/7 to talk to you about any concerns or questions you may have. You can reach us at (888) 615-8318. You can also email us anytime at [email protected]. We’re pretty confident that our excellent Customer Care Team will be able to resolve most concerns working directly with you.

  2. If you’re not satisfied or your complaint requires further review or investigation, your complaint can be escalated to a manager. You will be contacted by a manager within 72 hours. In the rare instance that your issue requires more time, we’ll keep you regularly updated.

  3. If you’re still not satisfied, you can contact our Compliance Officer by submitting your complaint in writing with all supporting documentation to Trupanion, 201-185 Forester Street, North Vancouver, BC V7H 0A6

  4. If at any time, you would instead prefer to contact our underwriter, Omega General Insurance Company, you may contact the Omega Complaint Liaison Office by emailing [email protected], calling (416) 361-1728, or writing to 34 King Street East, Suite 1200, Toronto, Ontario M5C 2X8.

  5. And, if you’re still not satisfied after steps 1-4, you can contact the appropriate regulatory and industry bodies.
  • General Insurance OmbudService (GIO): A national independent dispute resolution service for Canadian consumers of insurance.
    • (877) 225-0446 | www.giocanada.org |4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8 Fax (416) 299-4261

  • Autorité des marchés financiers (AMF): The Quebec regulatory body that oversees consumer issues for financial products and services in Quebec.
  • Financial Consumer Agency of Canada (FCAC): An independent body working to protect consumers of financial products and services.

If you have a complaint regarding this complaint handling procedure or a specific consumer provision, you may raise these concerns with the FCAC. For more information on the FCAC, you may visit their website or call them toll-free at (866) 461-3222.