Trupanion User Reviews

Name: Trupanion
Rating: 2.31395 (172 reviews)

Trupanion

Trupanion, Inc

🌟 Lifestyle

💰 Finance

What users say

Summarized from real user reviews of Trupanion. Based on 172 reviews and a 2.3/5 average, it highlights the 5 positives and 10 negatives reviewers mention most about this Finance app.

Positive things

👍Easy claim submission process
💰Excellent insurance coverage and reimbursement
🤝Outstanding customer service
📱Convenient mobile access to account
✅Simple and straightforward interface design

Negative things

🐢Extremely slow loading times
🐛Frequent app crashes and freezes
❌Claims not displaying or syncing properly
⚠️Payment information section fails to load
🔄App doesn't sync with website data
💸Significant premium rate increases
🚫Login and authentication issues
📊Missing pet information and profile data
🔧Unresponsive UI elements and tabs
⏳Persistent loading spinner without completion

Top reviews

Most Recent Highest Rated Lowest Rated

Painful

The app is very glitchy.
Successfully submitted one claim for one of my cats, then when submitting for another cat with the same vet clinic it wouldn’t accept the postal code and didn’t give the option to create a new one. I already used the same postal code for the first cat.
It doesn’t recognize it and you can’t move forward at all.

Pretty good👌

2 years ago

Good but laggy

If it wasn’t slow, it would be a 5 star

BeThankful

2 years ago

Horrible Technology

I have been a customer for over 14 years and although the company is great, which is the most important thing, their APP is horrible!! It was great until about 10 months ago. I used to submit my invoices via the APP in less than a minute. Now the APP won’t load the area to submit the invoice, it shows I have no pets (I have 9 cats insured) and I can’t view any claims.
This problem forces me to have to submit invoices through the website which is also very slow and requires you to answer the same questions about your pet every time (has this pet ever been insured by another company) which is ridiculous!
There are other good pet insurance companies out there and given the technology issues this one has I’m considering going with a different company.

wsvgrounhgtwq

2 years ago

Response from developer

Hi there, Thank you for trusting us with your kitties’ medical coverage over the years. We hope all of you are doing well! Our team is working to improve your mobile experience, and we appreciate your feedback. In the meantime, we’re here to help 24/7 and we’d like to offer any support we can. Please call us at (855)210-8746 or chat with us online any time. Take care, The Trupanion Team

Was great but then…,.

Loved this app for about Two years but then one day the app no longer had any of my pets information and all of my information was missing. Now being told when I log in that “It looks like this is you first time using the app” No that’s not so. They won’t let me submit an invoice. If you call Trupanion, they say you can send an email to them with a copy of the invoice but they also must send a claim form for you to fill out or you may not be reimbursed. I was told months ago that the app was being updated snd all info would be back in from customers , however that is also not true.

Will never go back

2 years ago

Response from developer

Hi there, Thank you for your feedback. Our team is currently working on improvements to your mobile experience. In the meantime, please know you can submit invoices through your online account by logging in using a browser on your phone, tablet, or computer. We’re always available if you have any questions, and we’d love to provide any help we can. Please call us at (855)210-8746 or chat with us through your online account any time! Take care, The Trupanion Team

Extremely slow and buggy app

Every action is lagged and sometimes non responsive. The app is so bad that it makes you think if Trupanion purposefully made it hard to use.

JZhangQ

2 years ago

Disappointed

I was really turned off about all the reviews and the fact that you only had 2 stars and decided against not purchasing at first but then I realized that it was just from the app and your insurance part of the company wasn’t the issue.. if the app is the problem then call customer service.. I know the app is more convenient but their performance, customer service and coverage is more important than the app so I decided to purchase after all since they came recommended by our vet and office staff. Signing up was easy and so far I’ve had zero problems with the app.

Lisena72

2 years ago

Response from developer

Hi there, Please know that our team is actively working on improvements to our mobile experience. In the meantime, we’d love to talk through how our plan’s unlimited payouts and ability to pay the clinic directly at checkout make our coverage unique. Please call us at (855)210-8746 or chat with us online any time we can offer information or support. We’re here to help 24/7! Take care, The Trupanion Team

App doesn’t work

I have 2 dogs on their insurance and for the most part they have been good. Their app on the other hand is useless! Yes I can go on my computer to submit and view claims but why have an app if you can’t have the advantage of using it. I used to be able to use the app about a year ago but then it stopped updating claims and only ones more than a year old showed, now it won’t load and and shows their was an error and try again later. So frustrating!!! Plus the prices keep going up. With 2 dogs on the plan it’s like having another car payment or mortgage! Their should be a discount for multiple pets.

Snunes1

2 years ago

Response from developer

Hi there, We hope you and your pups are all doing well! Thank you for trusting us with their medical coverage, and for sharing this feedback. You can be assured that we are working to improve your mobile experience. In the meantime, our team would like the opportunity to discuss your concerns and offer any support or information we can. Please call us at (855)210-8746 or chat with us online any time we can help! Take care, The Trupanion Team

Barely usable

It is so slow that it’s impossible to open any page in it.

kyrylomyr

2 years ago

Terrible app

I was hoping to use Trupanion as a friend of mine who is a vet highly recommended it for the ease of use/plans. However after using the trial period given to me for my puppy by the breeder, I am going elsewhere as the app is TERRIBLE. Upon logging in, the loading wheel just spins and spins without loading anything in the app. Bummer, as Trupanion seems like a good insurance company otherwise, but don’t want to pay for something that’s impossible to access.

P.k7

2 years ago

Response from developer

Hi there, Thank you for sharing this feedback. We know how important it is to have access to your account when you need it. We want to assure you that we offer several support options for our members. In addition to our app, please know you can also access your account any time by logging in through a web browser, or by contacting our team directly for live 24/7 support over the phone at (855)210-8746 or via online chat. We understand you’ve chosen not to continue your pup’s coverage and we’re sorry to hear that. Please know that our team is still here for you any time if you have questions or if we can offer help. Take care, The Trupanion Team

This company is amazing

I cannot express how grateful I am for Trupanion. Having their policy quite literally saved my best friends life last night when I was given a euthanasia, or thousands and thousands of dollars for surgery ultimatum after a late night trip to the emergency vet.

I called Trupanion to check and see if this was something my plan would coverage, and the person who helped me was so sweet, understanding, and helpful. I couldn’t have been the easiest to understand with how exasperated and emotional t r sudden and urgreat situation I was in. Thank you, thank you, thank you.

TheDude9992

2 years ago

Response from developer

Hi there, Thank you for sharing such kind words with us! We’re glad we could offer our support during a stressful time, and we’ll be sending your pet wishes for a smooth and speedy recovery. Please let us know any time we can help along the way. Our team is here for you 24/7 by phone or live online chat! Best wishes, The Trupanion Team

Please fix the questions in filing a claim

It’s a fairly straightforward app, however, it asks me on -every- claim if my cat has been spayed. That information should be saved to her profile, and I shouldn’t have to enter it in every single time I file a claim. It’s very inefficient, and a waste of time. I have to scroll back years – and the older she gets the more annoying that’s going to be. It’s not like her organs are regenerating themselves, and I have to get her spayed every year for God sake. Please fix that feature ASAP.

noctua10

2 years ago

Response from developer

Hi there, Thank you for trusting us with your kitty’s medical coverage. We hope both of you are doing well! It’s important to us that your claims experience is smooth from start to finish. We appreciate your feedback and have shared it with our team for further review. In the meantime, please let us know any time you have questions or if we can offer support. We’re here to help 24/7 at (855)210-8746! Best wishes, The Trupanion Team

APP is terrible!

App does not update information timely as well as payment section just keeps spooling! Very frustrating when we are encouraged to use the app for info but app does not provide current information nor are all tabs of app are working. Very disappointing and frustrating!! Called customer service line and they had no answers other than to write up a ticket for IT to look into. Seems this has been a long standing issue.

Meows25

2 years ago

Response from developer

Hi there, Thank you for sharing these concerns and for taking time to connect with our team directly. Please know that we’re working to improve all aspects of our app performance, including the payment functionality. In the meantime, our team is happy to help update your information over the phone any time at (855)210-8746. You can also update your details online by logging into your member account account through the web browser on your phone, tablet, or computer. Please let us know if you have questions – we’re available by phone and live chat 24/7! Take care, The Trupanion Team

WONT LOAD

I see from one year ago a person left a review that states exactly what your app is doing on my phone. I try to get into payments and it never will load. I think the other guy whom left a complaint called it a throbber that just continues to circle but never loading. I pay a lot of money for my dog’s insurance and would like to be able to access your app and use it. Please see if you can get it fixed for me. Respectfully, Happy with everything else but this app.

BillandBaily

3 years ago

Response from developer

Hi there, Thank you for trusting us with your pup’s medical coverage, and for sharing this feedback. Please know that our team is actively working to improve all aspects of our app performance. In the meantime, we’re always here to help and we’d like to offer support. Call us at (855)210-8746 or chat with our team through your online account any time we can provide help or information. Take care, The Trupanion Team

I cannot get informations

This app is good to submit invoice; but beside that it does not work for me. I cannot see any claims, I cannot see my payment information. For my payment info, it tries to load the info but never get it. It just shows loading sign and never completes. I submit a few claims but it says no claims. I am not sure if this is because my setting or app does not get those information even though they do have tag for it. I am not sure.

hakariza

3 years ago

Response from developer

Hi there, Thank you for sharing this feedback. Please know that our team is actively working to improve all aspects of our app performance. In the meantime, we’re always here to help and we’d like to offer support. Please call us at (855)210-8746 or chat with our team through your online account any time we can provide help or information. Take care, The Trupanion Team

Claims not showing since 9/2 (3 missing)

Contacted Trupanion - apparently the website reflects all of the claims but they are aware of an issue since Sept impacting some customers where claims are no longer showing on the app under claims. There is no ETA or plan if or when this will be fixed for those impacted - this caused multiple duplicate submissions as I had no notice of an issue. Previously I managed everything through the app.

Terra Y.

3 years ago

Response from developer

Hi there, We’re sorry to hear that your recent app experience hasn’t exceeded your expectations. Please know that our team is looking into this issue and working on a resolution. In the meantime, we’re always here to help and we’d like to offer support. Please give us a call us at (855)210-8746 or chat with our team through your online account any time we can provide more information. Take care, The Trupanion Team

Can’t see my claims for my pets anymore

The app was working fine until a few weeks ago. I’ve tried deleting and reinstalling, logging out and back in, and checking for app updates, but I still can’t see my pets’ claims in the app anymore. I can see them on desktop just fine, but not the app.

SheAllWrite

3 years ago

Response from developer

Hi there, Thank you for sharing this feedback with us. We hope you and your pets are all doing well. Our team is aware that some claims aren’t visible on our app and we’re working on a resolution. In the meantime, we’re always here to help and we’d be glad to offer support. Please call us at (855)210-8746 or log into your online account to chat with our team any time you have questions or if we can provide more information. Take care, The Trupanion Team

Very slow loading

I concur with the top review that the server-side response is still very slow. I’ve been able to login to the app but cannot access any information. Even my name and Trupanion policy # take at least a minute to load when navigating to the profile section. Will be using the online portal instead until this is fixed

DabAppReview

3 years ago

Response from developer

Hi there, Thank you for sharing this feedback. We’re aware that some users are experiencing slow load times in the app and our team is working on a solution. In the meantime, we’re always here to help and we’d be glad to provide any help we can. Please call us at (855)210-8746 or chat with a member of our team through your online account any time we can offer support. Take care, The Trupanion Team

Trupanion saved me thousands

I had a cat with chronic kidney disease, who ended up with a lengthy emergency care hospital stay. Trupanion saved me several thousand dollars on this and hundreds more on other visits. Their customer service is great and the claims process is very easy through the app. Recently their claims department has been backed up and I hope they can hire more people or whatever they need to do to get back to what used to be a very quick reimbursement process. When my cat passed away in September I closed my account in November after receiving reimbursement for tests and care on her last visit. Trupanion reimbursed me for the last two months of service without me even having to ask. I would 100% recommend Trupanion and would use them again.

AmandaDickson

3 years ago

No longer updated

The app no longer shows current claims so it’s basically useless. Signing out & back in doesn’t solve it. Deleting the app & downloading again doesn’t solve it. What’s the point of the app when it doesn’t sync with the account? Trying to check on the submitted claims shows no claims on the app, but 5 claims on the website. 🤷‍♂️

leorich1

3 years ago

Response from developer

Hi there, Thank you for trusting us with your pet's medical coverage, and for sharing this feedback. Our team is aware of this issue and we’re working on a resolution. In the meantime, we’re always here to help and we’d be glad to offer support. Please give us a call any time at (855)210-8746 or log into your online account to chat with our team at https://members.trupanion.com/login/signin. Take care, The Trupanion Team

App doesn’t work properly, high premiums

The app doesn’t show any open or pending claims like someone else mentioned. It will only show completed claims. Also 9 times out of 10 the payment section will not load at all. I need to change my payment method but that whole section of the app doesn’t work or load. It’s happened several times before this too. Yes I’ve uninstalled, reinstalled, rebooted… etc. then I’ve been paying around $150 a month for my 1 and only dog and they suddenly just jacked it up to $200 a month. It’s crazy. I’ve been with them for 4 years. Have a $250 deductible. I was pretty happy with them until this huge price hike. Raise it $10 or maybe $20 but don’t suddenly raise it $50 out of no where. What a crap thing to do to your loyal customers.

Stephaniet711

3 years ago

Response from developer

Hi there, Thank you for sharing this feedback. Members like you mean the world to us and we’re sorry to hear your experience hasn’t exceeded your expectations. Our team would like the opportunity to learn more about your feedback and offer support. Please call us at (855)210-8746 or log into your online account to chat with our team at any time we can help. Take care, The Trupanion Team