Complaints handling process

At Trupanion, we are committed to providing excellent service to our members. If you have a concern about your policy, claim, or experience with us, we want to hear from you and work toward a resolution.

If your concern relates to how your personal information is handled, please review our Privacy Policy for additional information.

To help us address your concern as quickly as possible, please follow the steps below.

Step 1: Contact customer care

Many concerns can be resolved quickly by speaking with one of our Customer Care Specialists. Our team is available 24 hours a day, 7 days a week to answer questions, review concerns, and assist with your policy or claim.

You can reach us by:

Phone: (888) 733-2685
Email: Info@Trupanion.com
Chat: Available at Trupanion.com

When contacting us, it may be helpful to provide any documents or information related to your concern so we can conduct a thorough review.

If your concern involves a claim decision and cannot be resolved during the initial review, our team can provide information about the appeals process. We encourage you to work with your veterinarian to complete the appeal form and submit any medical records or supporting documentation that may assist with the review.

Step 2: Manager review

If you are not satisfied with the initial response, you may request that a manager review your concern.

A manager will review the matter and will generally contact you within 72 hours. Some concerns may require additional research or coordination with other departments. If more time is needed, we will keep you informed throughout the review process.

Step 3: Formal complaint review

If your concern remains unresolved after the management review, you may submit a formal written complaint to Trupanion's Legal & Compliance Team for further review.

Please include:

• Your full name and policy number
• A detailed description of your concern
• Any supporting documents or information related to the issue

Formal complaints may be submitted by:
Email: Legal-Claims@Trupanion.com

Our team will carefully review the matter and provide a written response once the review is complete.

If our Legal & Compliance Team has reviewed your concerns and they have not been resolved to your satisfaction, you may contact your State Department of Insurance for additional guidance or assistance.

We appreciate the opportunity to review your concerns and remain committed to providing fair, responsive, and supportive service to our members.