Trupanion pet insurance FAQs
Trupanion's customer care specialists are available 24/7 to address any questions. Call 888.733.2685 to learn more.
The Trupanion policy reimburses 90% of covered veterinary costs that arise from a pet getting sick or injured. Reimbursement is based on the actual cost a veterinarian charges for diagnostic testing, surgeries, medications, hospitalizations, supplements1, prescription pet foods2, orthotic devices, prosthetic devices, carts, and other treatments, less the exam fee and sales tax where applicable.* The policy includes coverage for hereditary and congenital conditions as well.
- Coverage applies to supplements and prescription pet foods prescribed by and purchased through a veterinarian for the treatment of injuries and illnesses.
- We cover ½ of the cost of prescription pet foods for up to two months of normal feeding.
Any applicable taxes
Wellness and preventive care (parasite control, spay/neuter, vaccinations)
Pre-existing conditionsA pre-existing condition is an illness or condition which first occurred or displayed signs prior to your pet's coverage effective date. A pre-existing condition can also be an injury or recurrence of an injury that occurred prior to your pet's coverage effective date.
Certain alternative therapies and treatment types are also excluded unless the Recovery and Complementary Care Rider* is added to the policy prior to the onset of any condition to be treated with the alternative therapies. See applicable policy overview for details.
*For an additional cost.
A pre-existing condition is any illness, condition, or injury for which signs or evidence of their potential manifestation existed within the 18 months prior to the policy enrollment date, or during applicable waiting periods. A pre-existing condition can also be an injury or recurrence of an injury that occurred prior to your pet’s coverage effective date.
Routine and wellness care, such as regular vet check-ups, vaccines, and preventive medications are to be expected during the life of a pet. Because these costs can be planned and budgeted, they are not included in coverage. Pet insurance is most appropriate for helping with unexpected costs, such as an injury or illness.
The Trupanion policy has a 5-day waiting period for injuries and a 30-day waiting period for illnesses. This means that injuries that happen 5 days after enrollment and any illnesses that develop 30 days after enrollment are eligible for coverage (as long as there's no evidence that the illness or injury already existed). Please note that any injuries that occur during the 5 day waiting period or illnesses that begin during the 30 day waiting period are considered pre-existing and not eligible for coverage.
A deductible is the monetary amount that you pay for each illness or injury before you can receive reimbursement or payment for eligible medical expenses.
The deductible is a lifetime per incident deductible. This means it is applied only once to any given condition during the lifetime of your pet. Once the deductible amount has been met for any given injury or illness, all future medical costs associated with that injury or illness will be eligible for coverage.
You have the option to choose any deductible from $0 to $1,000.
No. Rather than raising rates and offering various discounts, we offer all customers the lowest possible premiums across the board.
No. If you are referred to a specialist or visit an emergency hospital, you will still see 90% reimbursement for all eligible costs. Please remember that the veterinary exam fee is your responsibility, so if you are charged a specialist fee or emergency fee, this is regarded as the same.
After you take your pet to the vet, submitting a claim takes just a few minutes.
IF YOU PREFER PAPER:
First, download a claim form and fill it out. Then, take a picture of or scan the claim form and your itemized invoice from your pet’s visit and send it to us. Send claim forms and invoices to either:
Email: [email protected]
We process and pay claims faster if they're emailed or faxed to us, but you can mail them to us as well.
You can download a claim form online, or you can contact one of our pet-loving Customer Care Representatives at 888.733.2685 and we will mail, email, or fax one to you.
Yes! Because your deductible is per condition, you should always file claims, even if they are below the amount of your deductible. This reduces the amount of the deductible you will be responsible for on the next veterinary bill related to that particular condition. Once you meet your deductible for a particular condition, it is met for the life of your pet's policy for the same condition. It is important to point out that the number of claims you submit will not affect your monthly premium.
We will send you a check in the mail. You also have the option to receive your claims payment directly into a checking or savings account via direct deposit. You can set this up by calling 888.733.2685.
You can pay by debit card, credit card (Visa, MasterCard, or American Express) or set up monthly bank account withdrawals and your premium will automatically be charged each month.
We recommend using a bank account for the fastest claims payments. Using a bank account allows us to expedite the claims process by speeding up reimbursement delivery. With direct deposit, you won't need to wait for a check in the mail or take it to the bank. Bank accounts also safeguard your policy from lapsing where credit cards will eventually expire and can become frozen or cancelled.
Just log into your account in the policyholders section and click on "Edit" next to Billing Information, or give us a call at 888.733.2685.
Hip dysplasia is a genetic disorder in which the ball and socket of the pet’s hip joint do not properly develop and they fit together loosely, causing pain and lameness. Larger dogs may be pre disposed to develop hip dysplasia, however smaller dogs and even cats can also be affected. Hip dysplasia coverage is included in Trupanion's core policy.
Core policy coverage includes bone marrow transplants, colloidal silver treatments, gold seed therapy, herbal therapy, hyperbaric oxygen therapy, kidney transplants, platelet rich plasma injections, polyethylene glycol medication, and stem cell therapy. For other alternative therapies, our Recovery and Complementary Care Rider is available for an additional cost, and includes coverage for rehabilitative therapy (physical therapy), acupuncture, hydrotherapy, chiropractic, behavioral modification and therapy, homeopathy, and naturopathy.
Yes, the Trupanion policy covers 50% of the cost of prescription pet foods, less the deductible and 10% coinsurance, when recommended by your veterinarian for the treatment of covered injuries or illnesses for up to two months of normal feeding.
Yes, prescribed or recommended supplements purchased through your veterinarian are covered if they are used for the treatment of eligible illnesses or injuries.
Yes, so long as the condition is not pre-existing, all recommended or required vaccinations are current, and preventative measures have been taken.
Yes, when recommended by your veterinarian due to the progression or presence of an eligible condition.
No, you may visit any licensed veterinarian in the US, Puerto Rico, or Canada.
You can enroll your pet any time before your pet’s 14th birthday.
Yes, you may cancel your policy at any time with written notice.
Hereditary conditions are diseases or disorders inherited genetically. Congenital conditions are present from birth and may or may not be genetic. When a congenital condition is not genetic, it may be the result of an error during development at any stage prior to birth. Certain breeds of dogs and cats are prone to specific conditions. Some pet insurance providers limit or exclude any conditions considered hereditary. Trupanion's policy covers all hereditary and congenital conditions so long as there are no pre-existing signs or symptoms.
You can transfer the policy to the new owner. We simply need to speak with both the former and new pet owner to verify the transfer and update the account and billing information.
No, there are not any eligibility restrictions for pets who are fed a raw diet. However, raw diets are not eligible for coverage under the Trupanion policy.
Yes, your pet is covered under your policy while you travel throughout the United States of America, Canada, or Puerto Rico including all US and Canadian territories and military bases.
Pricing is determined based on the attending veterinarian’s best estimate of your pet’s age (as recorded in its medical history).
When you file your first claim, all available medical records from adoption through any applicable waiting periods (if you've had your pet less than 18 months) will be requested. If you've had the pet longer than 18 months, then the collected medical records will date back 18 months prior to policy inception through any applicable waiting periods. A Claims Specialist then reviews your pet's provided medical history to assess whether a condition is pre-existing or not.
You can lower or raise your deductible, or choose not to have one at all. Remember, when you change your deductible your monthly price will change as well.
Lowering your deductible: You have 30 days after you enroll to lower your deductible. If you do lower it, conditions that showed signs before you lower your deductible (or during the waiting periods) still need to meet the higher deductible.
Raising your deductible: Great news - you can increase your deductible at any time. Any conditions that were present before your raised your deductible will need to meet the new, higher deductible.