# Trupanion — user reviews > 84 indexed App Store user reviews of Trupanion by Trupanion, Inc, rated 2.31/5 from 172 ratings. - Source: https://appshunter.io/ios/app/trupanion/id1510455128/reviews - App overview in markdown: https://appshunter.io/ios/app/trupanion/id1510455128.md - Rating breakdown: 5★ 40 · 4★ 2 · 3★ 18 · 2★ 24 · 1★ 88 ## What do users think of Trupanion? Overall sentiment: negative **Pros** - 👍 Easy claim submission process - 💰 Excellent insurance coverage and reimbursement - 🤝 Outstanding customer service - 📱 Convenient mobile access to account - ✅ Simple and straightforward interface design **Cons** - 🐢 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 **Commonly reported bugs** - App won't load claims section - Payment information page fails to load - Postal code validation errors during claim submission - Pet information disappears after login - Claims missing from app but visible on website - Login spinner never completes - Error messages when updating pet information - Blank pages when accessing policy documents - Error 400 and Error 500 responses - Overlapping text on FAQ pages - Pages larger than screen display - App shows no pets despite active policies - Duplicate claim submissions due to visibility issues **Most requested features** - Add pet photos to profiles - Save pet medical history to avoid repetitive questions - Offline functionality for faster access - Direct contact support within the app - Responsive design for smaller screens - Multi-pet discount options - Real-time claim status notifications ## Newest reviews (16 of 84) ### 4/5 — Good but laggy *2024-09-05* If it wasn’t slow, it would be a 5 star ### 3/5 — Please fix the questions in filing a claim *2024-02-26* 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. **Developer response:** 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 ### 2/5 — WONT LOAD *2024-01-10* 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. **Developer response:** 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 ### 2/5 — I cannot get informations *2023-12-17* 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. **Developer response:** 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 ### 2/5 — Can’t see my claims for my pets anymore *2023-12-02* 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. **Developer response:** 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 ### 3/5 — Very slow loading *2023-11-26* 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 **Developer response:** 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 ### 3/5 — No longer updated *2023-11-01* 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. 🤷‍♂️ **Developer response:** 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 ### 1/5 — Not showing claims that are open or pending *2023-10-24* The app is not showing open or pending claims. I have to go directly to the website to see them. This was not an issue before. There’s no place on the app to contact support on this issue. The purpose of the app is so you can see where your claims are at among other things. Right now the app just takes up useless space on my phone. Please fix the app. **Developer response:** Hi there, Thank you for sharing this feedback. Our team is aware of this issue and we’re working on a resolution. In the meantime, we’re here for you 24/7 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 ### 4/5 — Hey Trupanion *2023-10-09* When are we going to be able to personalize the App by adding our pet’s picture to their profile? That’s the only reason you are getting 4 rather than 5 ⭐️ ### 1/5 — Worthless *2023-09-28* This app is worthless. The load times are so slow, and by so slow I mean nothing ever loads. Just the wheel of death over and over for at least 10 minutes. Then you just give up and go on the website, which is also terrible. Haven’t used them for insurance yet but I’ve sure been paying them! **Developer response:** Hi there, Thank you for sharing this feedback. We’re sorry to hear your experience hasn’t exceeded your expectations and we’d like to offer any help we can. Our team is here for you 24/7, so please give us a call at (855)210-8746 any time you have questions or if we can offer support. Take care, The Trupanion Team ### 2/5 — Great Insurance Company, Poorly Programmed App *2023-09-25* The Payment Information screen takes FOREVER to load or it just never loads up at all. Sure, I can review the amount of each pet, add them up, and look through my checking account history on when’s the last time Trupanion withdrew and go by that day of the month….But I shouldn’t be doing it that way if you’re app provides me a Payment Information screen. Please get that fixed. It helps me to figure out my monthly budget easier once the Payment Information section is fixed. Thank you. **Developer response:** Hi there, Thank you for sharing this with us, and for trusting us with your pets’ medical coverage. Our team is aware that some users are experiencing slow load times in the app and we are working on a solution. In the meantime, please know that you can always access your payment information and history through your online account at https://members.trupanion.com/billing. We’re here to help 24/7, so please give us a call at (855)210-8746 any time you have questions or if we can offer support! Take care, The Trupanion Team ### 1/5 — Won’t load my claims *2023-08-25* Keeps telling me it cannot load my claims and try again later when I can see clearly them all on website so it’s an issue with the app. Clearly this is a huge glitch! Only being able to to see one dog’s claims when I have 4 with trupanion is not a help to use the app. I guess I will stick with using the website. **Developer response:** Hi there, We’re aware that some members are unable to view claims through the app and we we’re sorry to hear this is affecting your experience. We are actively working on a resolution. In the meantime, please know that our team is always here to help and we’d love to offer any support we can. Please give us a call any time at (855)210-8746 – we’re available by phone 24/7! Take care, The Trupanion Team ### 1/5 — Terrible App For A Terrible Company *2023-08-22* Apparently they don’t cover incidents that have repeated in the past. Imagine if my medical insurance didn’t cover me having the flu because I had it 6 months previously? Explain the logic? What exactly am I paying you guys for if you don’t actually do anything. I’m down $900 dollars because of your stingy company… and in this economy that’s a LOT of money. ### 1/5 — This app doesn’t properly work *2023-08-18* This app doesn’t properly work like my gosh We need an app that works and is quick ### 1/5 — This isn’t even a functional app *2023-07-20* This app is the worst. It’s slower than molasses in January. Nothing loads. I can brew a pot of coffee before I can see anything in my account. It’s not like there is a ton of information it’s trying to load. This is making me look for a different pet insurance… not worth the frustration. And before you try to ask me to do troubleshooting steps, I’ve tried them all. I have a new phone, updated software, deleted and re-added the app, used wifi and cellular. This is the worst app ever. I deserve a discount on my pet insurance for having to deal with how much time I’ve wasted trying to get it to work. ### 1/5 — Poor service, secret fees. *2023-07-19* Signing up for Trupanion includes previously undisclosed set up fees. The reps at the call centre do not understand the policies. Save yourself frustration and go to another company. ## Most critical reviews (10 lowest-rated) ### 1/5 — Painful *2024-09-12* 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. ### 1/5 — Horrible Technology *2024-09-02* 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. **Developer response:** 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 ### 1/5 — Was great but then…,. *2024-07-14* 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. **Developer response:** 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 ### 1/5 — Extremely slow and buggy app *2024-06-23* 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. ### 1/5 — App doesn’t work *2024-05-25* 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. **Developer response:** 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 ### 1/5 — Barely usable *2024-05-09* It is so slow that it’s impossible to open any page in it. ### 1/5 — Terrible app *2024-04-11* 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. **Developer response:** 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 ### 1/5 — APP is terrible! *2024-01-25* 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. **Developer response:** 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 ### 1/5 — Claims not showing since 9/2 (3 missing) *2023-12-06* 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. **Developer response:** 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 ### 1/5 — App doesn’t work properly, high premiums *2023-10-30* 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. **Developer response:** 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 ## Most praised reviews (10 highest-rated) ### 5/5 — Disappointed *2024-06-12* 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. **Developer response:** 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 ### 5/5 — This company is amazing *2024-04-05* 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. **Developer response:** 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 ### 5/5 — Trupanion saved me thousands *2023-11-18* 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. ### 5/5 — The best insurance company and app is great! *2023-10-20* I don’t understand the bad reviews. Maybe they have updated the app. It’s easy to use with no lag. I absolutely love trupanion and glad I can use their app now instead of on my safari browser. I would get logged out but not on the app. Easy to navigate. Easy to check on claims. **Developer response:** Hi there, Thanks so much for sharing this review! We appreciate your kind words and we’re glad you’re part of our Trupanion family. Our team is always here for you, so please call us at (855)210-8746 any time we can offer our support. Give your pet extra snuggles and head rubs from us! Best wishes, The Trupanion Team ### 5/5 — Best Insurance / Easy Submission Process *2021-10-18, version 2.2* Couldn’t be happier! Thanks for everything. ### 5/5 — Very easy to use *2021-03-23, version 1.1* Simple and easy to use in case your vet cannot submit the claim for you. ### 5/5 — Easy to use *2021-03-12, version 1.1* I submitted a claim in just a few seconds, super easy and quick to use! I love when my vet takes direct payment from Trupanion but this is a great claims option too. Trupanion has paid about $700 in claims for my dogs allergy treatments and meds in the last 6 weeks alone! **Developer response:** Thank you for sharing your feedback with us! We hope your pup's allergy treatments are going well! If there is anything that we can do to support going forward, please let us know! Best wishes, The Trupanion Team ### 5/5 — So easy to submit a claim! *2021-01-23, version 1.1* Thanks for making this process easy. The app looks great. ### 5/5 — Well Worth the Wait *2020-12-01, version 1.0* Super excited about this. Fantastic ease of use so far. Looking forward to continue using this for claims! ### 5/5 — All my info in one place *2020-11-25, version 1.0* Great app! The ease of submitting a claim and seeing claim history is fantastic. Simple to use and I can even get info on my policy. --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-06-10.*