Member Support Section

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Is there a limit to how much I can earn? There's no limit to the number of people you can refer. You can be rewarded for up to four referrals a year, or up to $100 in rewards. Rewards are not available in North Dakota or West Virginia.

How does the Trupanion Referral Program work? All you have to do is visit the share section of your account. Once there, you'll be able to access your unique URL that you can share with family and friends. To make this even easier, just choose one of the buttons to share via Facebook, Twitter, or email. If a friend is successfully referred using your link, you’ll get a $25 gift card of your choosing—and the satisfaction of knowing that you’ve helped protect another pet. Rewards are not available in North Dakota or West Virginia.

What is the Trupanion Referral Program? We’re here for you when the unexpected happens. Give your friends and family the same peace of mind by referring them to Trupanion. As a thanks to you, you can earn $25 for each referral, up to $100 a year. Rewards are not currently available in North Dakota, West Virginia, or Australia, but we still appreciate your advocacy about the importance of medical insurance for pets!

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What is the Trupanion Referral Program? How does the Trupanion Referral Program work? Is there a limit to how much I can earn?

REFERRING FRIENDS AND FAMILY

How do I cancel my pet's coverage? We'll miss you, but you can cancel your coverage at any time. There's a few things we need to go over with you over the phone before we can cancel your coverage, so just give us a call at 855.861.2415.

What do I do if my pet passes away? We know it’s never easy to lose a pet, and we’re here for you if that happens. When you’re ready, give us a call at 855.861.2415 and we can help cancel your coverage and discuss your refund. If you have any outstanding invoices from the time you had coverage, you can email or fax them to us for review, even after the coverage is cancelled.

I no longer own my pet. How can I transfer their coverage? To transfer coverage for your pet to their new owner, just give us a call. We'll first need to speak to you and then their new owner to verify the transfer and update the account and billing information.

What do I need to do if I'm moving? If you’re moving within the United States, Puerto Rico, Canada, or Australia, we’ve got you covered! You can visit the account section and enter your new address under ""Primary contact."" If you're moving to a new state with different coverage options, you may need to give us a call. We're always available at 855.404.3901. Please keep in mind that updating your address may change your monthly cost, since location is one of the factors we use to determine pricing. When you move, you may have more or less veterinary care options available to you. If you're moving to a country outside of our coverage area, give us a call to cancel your membership and discuss your refund. We'll be sad to see you go, but wish you and your pet the best in your new home! I no longer own my pet. How can I transfer their coverage? To transfer coverage for your pet to their new owner, just give us a call. We'll first need to speak to you and then their new owner to verify the transfer and update the account and billing information. What do I do if my pet passes away? We know it’s never easy to lose a pet, and we’re here for you if that happens. When you’re ready, give us a call at 855.861.2415 and we can help cancel your coverage and discuss your refund. If you have any outstanding invoices from the time you had coverage, you can email or fax them to us for review, even after the coverage is cancelled. How do I cancel my pet's coverage? We'll miss you, but you can cancel your coverage at any time. There's a few things we need to go over with you over the phone before we can cancel your coverage, so just give us a call at 855.861.2415.

How do I get coverage for another pet? We’re here for you and all your furry friends, so we make adding another pet to the Trupanion family easy. Simply tap "Add another pet" on your pets page. You can also call us anytime at 866.615.0125. If your pet is covered by Trupanion as a benefit through your employer, you won’t be able to add another pet online. To enroll another pet, please contact your benefits administrator.

How do I change my deductible or payout percentage? Depending on where you live and when you signed up, you may be able to change your deductible or payout percentage. Your policy may have a deductible and a fixed 90% payout. If you'd like to change your deductible, all you have to do is give us a call! You can lower your deductible within the first 30 days of enrolling a new pet, and you can raise your deductible at any time. If you chose your payout percentage at enrollment, you don't have a deductible and instead have the option to change your payout percentage. You can lower your payout percentage whenever and however often you'd like. You can only raise your payout percentage within 30 days of signing up your pet. To change your payout percentage, just give us a call anytime.

What's a payout percentage? Your payout percentage is, quite simply, the money that Trupanion contributes to your pet’s covered medical costs. You may have a fixed, 90% payout percentage with an optional deductible, or have selected your payout percentage at enrollment. Please review your policy documents for details.

How does my deductible apply? You have an optional deductible that applies to each condition for the lifetime of your pet (that means once you meet it, you don't have to meet it again!). Once you meet your chosen deductible for an injury or illness, future treatment costs are immediately eligible for coverage. That means you don't need to pay it at every visit. This also means its a good idea to send us an invoice, even if the total is smaller than your deductible. This reduces the amount of the deductible you'll be responsible for on the next veterinary bill related to that particular condition. If you chose your payout percentage at enrollment, you do not have a deductible. Please review your policy documents for details.

What's a deductible? A deductible is the amount you pay for each new injury or illness before your coverage kicks in for eligible costs. If your policy has a deductible, you have the option to chose what you want to pay at enrollment. If you chose your payout percentage at enrollment, you do not have a deductible. Please review your policy documents for details.

Where can I use my pet's coverage? Our coverage allows you to choose your own licensed veterinarian anywhere in the US, Canada, Puerto Rico, and Australia. You’re also covered on any US, Canadian, or Australian military installations and bases around the world. And if you decide to travel with your four-legged family member to any of these designated destinations, we’ve got you covered, too.

What can I do if I disagree with the outcome of my claim? If you believe an error was made with your claim outcome, you can start an appeal by following these steps: 1. Reach out to us by phone or email to request an appeal form. 2. Fill out the form and forward it, along with your claim outcome, to your veterinarian. Ask them to write a letter explaining why they believe your claim should be covered, including any documentation (radiographs, diagnostic imaging, lab results, etc.) that may provide more support. 3. Submit your appeal form and veterinarian’s letter to Appeals@Trupanion.com or by fax to 866.729.2915. Your veterinarian can also submit an appeal on your behalf by calling 888.733.2685 and asking to speak with an Appeals Specialist. Appeals specialist are available weekdays from 6 am – 6 pm PT.

I need to know if my pet's illness or injury will be covered before I move forward. What can I do? We understand that you might need to know if a pet’s illness or injury will be covered before making important medical decisions. In these situations, you can start a preapproval by following these steps: 1. Download a preapproval form. 2. Fill out all pertinent medical information with as much detail and accuracy as possible, and email your completed form to Priority@Trupanion.com. You can also fax it to 866.729.2915. To avoid processing delays, please don't submit a preapproval if you plan to move forward with treatment regardless of your coverage. Instead, just submit your itemized invoice after your pet receives treatment. In urgent, life-threatening situations, please call 888.733.2685 for a preapproval so that we can expedite the process—we’re here 24/7 for emergencies.

What happens after I submit my invoice? As we begin processing your invoice, you can keep track of your claim status by visiting the claims section of your account. Your claim status illustrates what stage your invoice is in, and this status will change as it moves through the process. Here are all the possible statuses you might see in your account and what each one means: I don’t see my claim yet — If you recently submitted an invoice, you may not see it just yet. It can take up to 24 hours for your claim to appear in your online account. Open — This means we have your invoice and our team has assigned a number to your claim. At this stage, we look at the details of your claim and identify any missing information we need to move forward. Pending info — Sometimes we need more information to move forward with your invoice, but you don't need to do anything at this stage. We'll reach out to you or your veterinarian directly if we need more information. In review — Once our team has all the information needed to process your invoice, a claims specialist will begin reviewing your claim. We likely don't need anything more from you or your veterinarian during this stage. Approved — Your claim has been closed and at least part of your invoice was covered. Ineligible — Your claim has been closed and your invoice couldn't be covered. Once your claim is closed, you can see more details in the "explanation of benefits" attachment under the closed claim. This includes a summary of the claim, payment breakdown, and any notes to help you understand our decision.

Did you receive my invoice? After you submit an invoice, you should receive an an email or text confirmation within 3 business days. It may also take up to 24 hours for your claim to appear in your account. If you don't hear from us within that timeframe, please give us a call. As a heads up, if you submit multiple invoices from different dates, you'll receive a separate email for each one.

Can you pay my veterinarian directly? Yes! Thanks to our revolutionary software and partnerships with veterinary hospitals, Trupanion members don’t have to wait for reimbursement. If your hospital has our software, we can pay our portion of the invoice before you even leave the vet's office, and we're the only ones in the industry who can. You never have to pay your invoice out of pocket and wait around for reimbursement. Ask your veterinarian if they have our software installed so that you can take advantage of this unique Trupanion member benefit! If not, please reach out to our team by chat or phone.

How do I get my payout? The fastest way to receive your claim payout is by setting up direct deposit. This allows us to deposit your payout directly into a checking or savings account, which means no waiting around for a check to arrive in the mail. You can easily set this up right here in your online account: 1. Visit the payment section of your account. 2. Select "Edit" under claims details. 3. Change your payout type from "Mailed check" to "Direct deposit." 4. Enter your bank account information in the spaces provided. If your monthly bill already comes out of your bank account, we'll use that same account for any direct deposits. You can also get your payout by mailed check. Simply choose this option under payout type and we will send the check to the address listed in your account.

How long will it take to process my invoice? Once you submit an invoice, we’ll be working hard behind the scenes so you can focus on taking care of your pet. Processing invoices quickly is a top priority for us—that’s why we developed software to pay your veterinary hospital directly at checkout, sometimes in just a few seconds! If you submit an invoice another way, like through your account, the Trupanion app, or by email, we try our best to process your invoice within a week. If it's your pet's first claim, it may take a little longer to process because we need to collect and review your pet's medical records from your veterinarian. First claims typically take 5-7 days to process and subsequent claims usually take 2-3 days to process.

When should I submit an invoice? We're here to help when your pet is sick or injured. If you’re ever unclear about when to submit an invoice for review, ask yourself these two questions: 1. Did you visit your veterinarian for wellness care (annual exams, vaccines, preventive care, routine teeth cleanings, etc.)? 2. Did this issue start before you signed up or before your coverage was effective (including during any waiting periods)? If you answered ‘yes’ to either of these questions, you may not need to send us your invoice. We don’t cover things like wellness exams, vaccinations, preventive care, or routine dental cleanings. We also don’t cover any illnesses, injuries, or behaviors that showed signs or evidence before your coverage began.

How do I submit a veterinary invoice? If your veterinary hospital has our software, you don’t have to pay your bill out of pocket, complete paperwork, upload invoices, or wait for reimbursement. You pay your portion of the bill at your veterinarian, and we take care of the rest. Ask your veterinarian if they have our software installed so that you can take advantage of this unique Trupanion member benefit! If your veterinarian doesn't use our software, you’ll need to have a copy of your pet’s complete invoice. There are a couple ways you can send it to us. SUBMIT ONLINE: You can quickly submit an invoice online and stay updated on your claims in the claims section of your account. 1. Sign in to your account on any device and tap submit invoice. 2. Tell us what happened by answering a few questions. Make sure to include an accurate description of the issue to ensure the fastest claims. 3. Upload a copy of your itemized veterinary invoice and you're all done! For a veterinary visit, you don't need to submit anything else besides your itemized invoice. If you have a prescription that was filled online or through an outside pharmacy, we’ll also need to see the online invoice or pharmacy stub. SUBMIT BY PAPER: Prefer paper? Download a claim form and fill it out with your policy details. Then send us the completed form and your itemized veterinary invoice. You can send your documents through any of the channels below—email is usually faster than the other methods. Email: Claims@Trupanion.com Just scan or send a picture of your forms if you choose to email your documents. Fax: 866.405.4536 Mail: 6100 4th Ave South, Suite 200, Seattle, WA 98108 No matter what method you use, to avoid delays, please make sure the entire invoice is visible. Please do not staple your receipt to the invoice, cross out, highlight, or cover up any part of the invoice, or write on the invoice.

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UPDATING MY ACCOUNT

DEDUCTIBLE AND PAYOUT PERCENTAGE

How do I submit a veterinary invoice? When should I submit an invoice? How long will it take to process my invoice? How do I get my payout? Can you pay my veterinarian directly? Did you receive my invoice? What happens after I submit my invoice? I need to know if my pet's illness or injury will be covered before I move forward. What can I do? What can I do if I disagree with the outcome of my claim? Where can I use my pet's coverage? What's a deductible? How does my deductible apply? What's a payout percentage? How do I change my deductible or payout percentage? How do I get coverage for another pet? What do I need to do if I'm moving? I no longer own my pet. How can I transfer their coverage? What do I do if my pet passes away? How do I cancel my pet's coverage?

USING MY COVERAGE

How can I lower my monthly cost? Our goal is to help remove the financial burden of unexpected vet bills. However, we can’t do that if pet owners can’t afford coverage in the first place. This is why we let you pick your monthly cost by choosing your own deductible or payout percentage. After all, when faced with the decision between the care your pet needs and what you can afford, insurance can really help. Your policy may have a fixed 90% payout and can choose any deductible at enrollment. If you need to change it moving forward, you can lower your deductible within the first 30 days of enrolling a new pet, and you can raise it at any time. If you selected a payout percentage at enrollment, you can lower your monthly cost by lowering your payout percentage. You can lower your payout percentage whenever and however often you'd like. You can only raise your payout percentage within 30 days of signing up your pet. Please review your policy documents to confirm which option applies to you. We want to make sure coverage works with your budget and lifestyle—so if you’d like to change your monthly cost, please give us a call anytime.

Will my cost increase every year? We continually evaluate monthly costs to make sure that you’re not over or under-paying for the cost of care in your area. Your monthly cost may increase annually due to advancements in veterinary medicine and increasing costs of veterinary care in your neighborhood. This doesn’t mean that your price will go up every year, though—monthly costs can go down as well. We promise to never change your monthly cost more than once in a 12-month period, and if we do make a change, we’ll notify you at least 30 days in advance. We’re proud to be one of the only insurance providers that does not automatically raise your cost as your pet gets older, and your monthly cost will never increase because you submit invoices.

Why did my monthly cost change? We review monthly costs regularly and may change them in order to uphold our pricing promise: to pay 70 cents of every dollar we take in back to our Trupanion family. If your monthly cost changed, it’s probably in response to the changing cost of veterinary care in your area or fluctuations in our members’ overall financial risk. Our goal is to make sure your pet has access to the best care possible while still ensuring we can cover invoices. Why would the cost of veterinary care in your area change? Veterinary medicine is constantly improving, and veterinarians are able to provide new treatments and better care than ever. That’s great news! Of course, this modern care can also be more expensive. We take these changes into account to successfully help Trupanion pets get the care they need, when they need it. Your cost will not change because you submit an invoice or your pet gets older. Any invoices you’ve filed have no direct impact on your pet's monthly cost. Unexpected veterinary bills are why you have pet medical insurance in the first place! Trupanion is unique because we're one of the only pet medical insurance providers to price based on the age your pet was when they signed up, rather than their current age. Most other companies use what is called "birthday pricing," which means they automatically increase your monthly cost when your pet has a birthday—on top of any changes for inflation and other factors. Not our favorite way to celebrate. Instead of punishing pets for aging, we believe in celebrating responsible pet owners—so we’ll always price your pet based on their age at sign-up. For example, if your dog signs up when they’re 8 weeks old, they’ll always be priced that way. They’ll be a puppy forever—both in your heart and in your monthly cost. We’ll never change your monthly cost more than once in a 12-month period, and we’ll tell you about any changes ahead of time.

How is my monthly cost determined? Your monthly cost is based on a number of factors, including your pet’s breed, age at enrollment, sex, and the neighborhood where your pet receives care. We use these factors to compile pricing categories and study trends that affect the overall cost of care. For example, knowing which illnesses Basset Hounds or pets in Nashville are most likely to develop over their lifetime can help us predict an average cost for their care—which is very different from the costs for domestic shorthair cats or pets in New York City. The costs of veterinary care provided in your area will change over time, so we’ll review the data and your monthly cost regularly to make sure that we can keep paying out 70 cents of every dollar we take in.

What is the Pet Owner Assistance Package? The Pet Owner Assistance Package helps give you some extra peace of mind and an added cushion in case any unexpected situations arise. This package is available to some members at an additional cost and includes: • Liability coverage for third-party property damage • Advertising and reward for lost pets • Boarding fees if you're hospitalized • Holiday vacation cancellation costs if your pet gets sick or hurt • Cremation or burial fees The Pet Owner Assistance Package is not available everywhere. If you have this option available in your area, you can add this rider at any time, and if you decide you no longer want the extra coverage, you can also remove it at any time. Give us a call if you’d like to add this rider to your coverage.

Will a previously-covered condition ever be considered pre-existing due to policy renewal? No way! Once an illness or injury is covered, we'll cover that condition for your pet's entire life. Please note that if you ever choose to cancel your coverage and either enroll with another provider or sign back up with us, any condition previously covered will be considered pre-existing.

How do you know whether a condition is pre-existing for a recently adopted pet? We try our best to look at all available medical records from the day you brought home your new furry family member. If you adopted your pet less than 18 months ago, we'll use what we can to process your claims. If you've owned your pet for longer, we'll look at their records from the last 18 months. A member from our claims team then reviews your pet's history to assess whether a condition was present before your coverage began.

How do you determine pre-existing conditions? We provide coverage for new illnesses and injuries—which means we don’t cover anything that showed signs or evidence before your coverage kicked in. This includes things that started or showed signs before you signed up and during any waiting periods. Why do we do this? Insurance is meant to help provide peace of mind and assist with things that may happen in the future—we don’t cover things that happened in the past. You may have access to a Medical Record Summary for your pet. We make every effort to gather your pet’s medical documents and build their unique Medical Record Summary within the first 30 days so that you know what to expect from your coverage. This helps you make informed decisions about your pet’s care and also provides you with complete transparency. Anything that isn’t listed on your Medical Record Summary can be covered—so if you ever need to use your insurance, you won’t have to worry or wonder about your coverage.

When can I use my coverage? Depending on where you live and when you signed up, you may have waiting periods. Please review your policy documents for more information. Your policy may have 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. Your policy may have one short 12-day waiting period—the shortest waiting period for illnesses in the industry! Any injuries or illnesses that start showing signs or evidence after this time can be covered. Anything that happens during the 12-day waiting period will not be covered. To help you understand what to expect from your Trupanion coverage, you’ll receive a Medical Record Summary within your first month of membership. Your policy may have no waiting periods. We don't charge you just to wait. Your complete coverage begins with your first payment. In the spirit of transparency, we also make every effort to gather your pet’s medical documents and build their unique Medical Record Summary within the first 30 days so that you know what to expect from your coverage. To check whether your policy has waiting periods please review your policy documents. You can also call or chat with us if you have questions.

Does Trupanion cover prescription pet foods? Yes! Transitioning to a new prescription food can be difficult, so we'll help your pet try a new diet before you commit to it. Depending on your policy, your coverage for prescription pet food may vary. Depending on your state and enrollment date, we offer two variations of this coverage. And we encourage you to look at your policy for information about your own coverage. Your policy may cover 50% of the cost of prescription food at 90% for up to two months from the date your pet’s prescription started when recommended by your veterinarian for the treatment of covered injuries or illnesses. Your policy may cover the cost of prescription food for up to 90 days throughout your pet’s lifetime. Please note that the food must be recommended by your veterinarian for the treatment of covered injuries or illnesses. Also, the 90 days-worth of coverage don't need to be taken consecutively, so you can break that time up into smaller chunks to potentially cover multiple dietary changes throughout your pet’s life. To check which coverage your pet has please review your policy documents. You can also call or chat with us if you have questions.

Do I have coverage at specialty and emergency hospitals? Whether you visit your family veterinarian, a specialty hospital, or need emergency care, we've got you covered. Just keep in mind that if you’re charged a specialist or emergency exam fee, this cost is still your responsibility.

Does Trupanion cover alternative medicine and therapies? We want your coverage to fit your needs, which is why we offer coverage for things like: • Rehabilitative therapy • Acupuncture • Hydrotherapy • Chiropractic treatment • Behavioral modification • Homeopathy • Naturopathy This coverage is either included in your core policy or available to you as an optional package. Please review your policy documents for details. The Recovery and Complementary Care Rider offers these individualized treatment options, focusing on treating the whole pet and promoting self-healing and pain relief, at an additional cost. These treatments are often used in combination with traditional veterinary therapies to assist in the treatment of injuries and illnesses. If this optional package is available to you, you can only add the rider within the first month of enrolling a pet. If you decide you no longer want the extra coverage, you can remove it at any time. Just give us a call if you’d like to add this rider to your coverage.

Why is wellness and preventive care not covered? We provide pet owners the best value at the best price, and covering wellness doesn't add much value—it also drives up your monthly cost. You can easily budget for wellness care or pay for routine costs out-of-pocket, but unexpected injuries and illnesses could set you back thousands of dollars. Wellness plans work as a reimbursement model, and most pet owners find it difficult to get value out of a wellness plan offered by an insurance company for a few reasons: 1. It's not always possible to use all covered procedures every year (for example, you'll only use a spay/neuter or micorchip benefit once). If you can’t commit to using all services included in your plan, you could lose money. 2. Your veterinarian may charge more or less than what a wellness plan will reimburse, and may recommend treatments not included in your plan. You could also hit the wellness plan’s reimbursement limit. The best treatment plan for your pet is one decided by you and your veterinarian—not an insurance company. It makes more sense for pet owners to pay their veterinarian directly for routine costs than to pay them through an insurance company "middleman" with an added mark up. Just as you don’t use insurance to buy new furniture for your home or an oil change for your car, you wouldn't use your pet's insurance for vaccines or flea control. These are just expected costs that come with having a pet.

What is not covered? Since our coverage is so broad, it’s often more simple to explain what we don’t cover. The things we don’t cover include: • Pre-existing conditions • Wellness or preventive care • Elective or cosmetic procedure (ear cropping or dew claw removal) • Exam fees • Sales tax (where applicable) We aren’t here for the cost of expected pet care, like wellness or things that happened before your coverage started. Our philosophy is, why should we charge more for expenses you can budget for?

What does Trupanion cover? Simply put, we cover a percentage of the cost to treat new injuries and illnesses—including conditions your pet's breed may be prone to (hereditary and congenital conditions). Whatever medical treatment your cat or dog needs for those unexpected injuries and illnesses, we’re here to cover. That includes things like: • Diagnostic testing • Surgeries • Medication • Prescribed supplements • Specialty care • Hospitalization • Prosthetic devices, pet wheelchairs • And more! If you want to get into the details, be sure to check out your full policy documents.

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Pricing

How is my monthly cost determined? Why did my monthly cost change? Will my cost increase every year? How can I lower my monthly cost?

What does Trupanion cover? What is not covered? Why is wellness and preventive care not covered? Does Trupanion cover alternative medicine and therapies? Do I have coverage at specialty and emergency hospitals? Does Trupanion cover prescription pet foods? When can I use my coverage? How do you determine pre-existing conditions? How do you know whether a condition is pre-existing for a recently adopted pet? Will a previously-covered condition ever be considered pre-existing due to policy renewal? What is the pet owner assistance package?

UNDERSTANDING MY COVERAGE

Still have questions? Call 855.404.3901

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Using my coverage

Understanding my coverage

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Making changes to my account

Using my coverage

Understanding my policy

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How to change your payout options or other account details

Learn when and how to submit an invoice, the claims process, and how to understand your claim outcome.

Learn what's covered, what's not, more about deductibles, and what determines your monthly cost.

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Learn how to change your billing or account details, add or removing pets from your policy and more.

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How can I transfer my pet's coverage?

What do I need to do if I'm moving?

Adding another pet to my account

How can I change my payout options?

My pet passed away We know it’s never easy to lose a pet and we want you to know that we’re here for you if that happens. When you’re ready, give us a call at 855.861.2415 and we can help cancel your coverage and discuss your refund. If you have any outstanding invoices from the time you had coverage, you can email or fax them to us for review, even after the coverage is cancelled. Cancel for another reason We'd miss you, but you can cancel your coverage at any time. Just give us a call at 855.861.2415 to discuss your refund.

How to cancel my coverage

If your pet no longer lives with you and you’d like to transfer your pet’s coverage to their new owner, just give us a call. We'll need to speak to both you and their new owner in that order to verify the transfer and update the account and billing information. Why should I transfer my pet’s coverage? If you transfer your pet’s coverage to their new owner, your pet’s coverage will retain three benefits: Most importantly, your pet will continue to be protected when the unexpected happens.

1. By transferring your pet’s coverage, their monthly cost will continue to be calculated based on their age at enrollment. This helps keep their monthly cost low for their new owner! 2. Your pet will continue to be covered for any symptomatic conditions that have previously been covered or which showed signs or symptoms during your coverage. 3. Since you’re transferring an existing membership, the pet’s new owner won’t be subjected to any new waiting periods.

How can I transfer my pet's coverage?

Learn how to update your address and why doing so might change your monthly cost. If you’re moving within the United States, Puerto Rico, Canada, or Australia, we’ve got you covered! Our coverage is slightly different in Florida, so give us a call and we’ll walk you through it. We can also update your address and let you know if your price will change, since location is one of the factors that determines your monthly cost. If you're moving to a country outside of our coverage area, give us a call to cancel your membership and discuss your refund. We'll be sad to see you go but wish you and your pet the best in your new home! Why would updating my address change my monthly cost? When you move from one geographic location to another, availability and use of veterinary care can sometimes change. This does not necessarily mean the same procedures and treatments cost more or less. Instead, what this typically means is that there are different veterinary care options available to you.

What do I need to do if I'm moving?

We’re here for you and all your furry friends, so we made adding another pet to the Trupanion family simple. Whether you’ve added a new best friend to the family or would like to get coverage for another pet, adding a pet to your account is something you can quickly do online. Links to add another pet can be found on the left side of your account or at the bottom of your mobile screen. You can also call us anytime at 866.615.0125. What if I receive my coverage as a benefit through my employer? If your pet is covered by Trupanion as a benefit through your employer, you won’t see the links to add another pet in your online account. To add a pet, please contact your benefits administrator.

Adding another pet to my account

After your claim is approved, you have the option to receive your claims payout via direct deposit or a mailed check. Set up direct deposit The fastest way to receive payouts is by setting up direct deposit. You can easily set this up right here in your account—just visit the billing section of your account and select ‘Edit’ under claims details. From there, change your payout type from ‘Mailed check’ to ‘Direct deposit.’ If your monthly bill already comes out of your bank account, we'll use that same account for any direct deposits. If not, just enter your bank account information in the spaces provided. Why should I choose direct deposit as my payout option? By selecting direct deposit as your payout option, we can deposit your reimbursement directly into a checking or savings account. That means no waiting for a check to arrive in the mail and money in your pocket sooner. Switch to mailed check If you prefer to receive your claim payout as a mailed check, just visit the billing section of your account and select ‘Edit’ under claims details. From there, change your payout type from ‘Direct deposit’ to ‘Mailed check.’

How can I change my payout options?

Making changes to my account

COVID-19 and my coverage

Is there anything I can do if I disagree with the outcome of my claim?

Tips to help you receive your payout faster

What happens after I submit my invoice?

The claims process

Where can I use my pet's coverage?

Before I move forward with treatment, I need to know if my pet's illness or injury will be covered

How to submit my invoice

Should I submit my invoice?

Submitting an invoice

My claim outcome

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A guided tour of my claim outcome letter

A guided tour of my claim outcome

If you believe an error was made in your claim outcome, you can start an appeal by following these steps. Can I write my own appeal letter? While you’re more than welcome to write your own appeal letter, we highly recommend asking your veterinarian to write it. They’ll be able to provide more clarification and context from a medical standpoint, which will help us better review your claim.

1. Reach out to us by phone or email to request an appeal form. 2. Fill out the form and forward it, along with your claim outcome, to your veterinarian. Ask them to write a letter explaining why they believe your claim should be covered, including any documentation (radiographs, diagnostic imaging, lab results, etc.) that may provide more support. 3. Submit your appeal form and veterinarian’s letter. You can submit these in writing, or your veterinarian can submit them for you in writing or by phone.

Written appeals: Send us your appeal form and letter by emailing Appeals@Trupanion.com or Isending a fax to 866.729.2915. Over the phone: Your veterinarian can submit an appeal on your behalf by calling 888.733.2685 and asking to speak with an Appeals Specialist. Appeals Specialists are available weekdays from 6 am – 6 pm PT.

Is there anything I can do if I disagree with the outcome of my claim?

Set up direct deposit The fastest way to receive future payouts is by setting up direct deposit. You can easily set this up right here in your account—just visit the billing section of your account and select ‘Edit’ under claims details. From there, change your payment type from ‘Mailed check’ to ‘Direct deposit.’ If your monthly bill already comes out of your bank account, we'll use that same account for any direct deposits. If not, just enter your bank account information in the spaces provided. Ask about vet direct pay Thanks to our revolutionary software and partnerships with veterinary hospitals, Trupanion members don’t have to wait for reimbursement. If your hospital has our software, they can submit your invoice for you at the time of check-out. We’ll quickly review it and pay our portion—sometimes in as little as 7 seconds—so you only need to pay the remainder. We’re the only pet medical insurance company with this capability. Thousands of veterinary hospitals currently use our software, and that number keeps growing. Ask your hospital if they have our software installed and reach out to our team by chat or phone if you have any other questions! Keep in mind, even if your hospital doesn’t have our software, your Trupanion coverage works in any hospital in the US, Canada, Puerto Rico, and Australia, including all US and Canadian territories and military bases.

Tips to help you receive your payout faster

Once you submit an invoice, we’ll be working behind the scenes so you can focus on your pet. In the meantime, here’s how you can track the status of your claim, when you should expect to hear from us about your invoice, and how to receive a faster payout. After we receive an invoice, we do everything we can to process your invoice as quickly as possible. Our claims experts will begin reviewing your pet’s medical records, policy notes, and invoice details to determine eligibility. You should receive an email confirming your new claim, and you may also receive a text message. If you don't receive that confirmation within 3 business days, please give us a call. As a heads up, if you submit multiple invoices from different dates, you'll receive a separate email for each one. If you submitted your invoice online or through email, fax or mail, we try our best to process it within a week. Sometimes it can take a bit longer if we need to gather more information from you or your veterinarian. If this is the case, we promise we're doing all we can to get the details we need! Stay updated with your claim status As we begin processing your invoice, you can keep track of your claim status by visiting the claims section of your account. The claim status shows you what stage your invoice is in, and this status will be updated as it moves along. Here are all the possible statuses you might see in your account and what each one means: Your claim outcome Once your claim is closed, you will get an email with the claim outcome. You can also see details in the Claim Outcome attachment under the closed claim. This includes a summary of the claim, payment breakdown, and any additional details to help you understand our decision.

• I don’t see my claim yet — If you recently submitted an invoice, you may not see it just yet. Your claim will appear in your account once our team has opened it and assigned a claim number. You’ll receive an email confirmation when this happens. • My claim is open — ‘Open’ means we have your invoice and our team has assigned a claim number. In this step we look at the details of the claim and identify any missing information we need to move forward. • My claim is in progress — ‘Pending info’ means we need more information to move forward with your invoice. We’ll work with your veterinarian to gather the information and will reach out to you directly if we need more. ‘In review’ means our team has information they need to review. We likely don’t need anything more from you or your veterinarian during this stage. • My claim is closed — ‘Approved’ and ‘Ineligible’ both mean your claim is closed. Approved means at least part of your invoice was covered while ineligible means your invoice could not be covered.

What happens after I submit my invoice?

Learn where you can use your coverage and if your pet is covered while you travel. Our coverage allows you to choose your own licensed veterinarian anywhere in the US, Canada, Puerto Rica, and Australia. You’re also covered on any US, Canadian, or Australian military installations and bases around the world. And if you decide to travel with your four-legged family member to any of these designated destinations, we’ve got you covered, too. Can I get coverage at a specialty or emergency hospital? If your veterinarian refers you to a specialty or emergency hospital, you're still eligible for the same 90% coverage for all eligible costs. Just keep in mind that if you’re charged a specialist or emergency exam fee, this cost is still your responsibility.

Where can I use my pet’s coverage?

Where can I use my pet's coverage?

We understand that you might need to know if a pet’s illness or injury will be covered before making important medical decisions. In these situations, you can start a preapproval by following these steps. To avoid processing delays, please do not submit a preapproval if you plan to move forward with treatment regardless of your coverage. Instead, just submit your itemized invoice after your pet receives treatment. In urgent, life-threatening situations, please call 888.733.2685 for a preapproval so that we can expedite the process—we’re here 24/7 for emergencies. If you have general questions about your coverage, we’re here 24/7 to help.

1. Download a preapproval form. 2. Fill out all pertinent medical information and email your completed form to Priority@Trupanion.com. You can also fax it to 866.729.2915.

Before I move forward with treatment, I need to know if my pet’s illness or injury will be covered

Before I move forward with treatment, I need to know if my pet's illness or injury will be covered

1. Sign in to your account on any device and go to the claims section. 2. Tell us what happened by answering a few questions. Make sure to include an accurate description of the issue to ensure the fastest claims. 3. Upload a copy of your itemized veterinary invoice and you’re all done! If you have a prescription that was filled online, we’ll also need to see the online invoice as well as proof of shipment or delivery.

Email: Claims@Trupanion.com — Just scan or send a picture of your forms if you choose to email your documents. Fax: 866.405.4536 Mail: 6100 4th Ave South, Suite 200, Seattle, WA 98108

• Use your full name and your pet’s full name. Do not use abbreviations or nicknames. • Try your best to enter an accurate diagnosis for your pet. • Your invoice needs to be whole. Do not write on, cover up, or staple your receipt to your invoice. We cannot process obstructed or incomplete invoices. • Make sure to mark if you’d like us to reimburse you or your veterinary clinic. • If this is your first time submitting an invoice, please fill out all the pertinent information about your pet.

If your veterinary hospital has our software, you don’t have to pay your bill out of pocket, complete paperwork, upload invoices, or wait for reimbursement. You pay your portion of the bill at your veterinarian, and we take care of the rest. Ask your veterinarian if they have our software installed so that you can take advantage of this unique Trupanion member benefit! If your veterinarian does not use our software, you’ll need to have a copy of your pet’s complete invoice. There are a couple ways you can send it to us. Submitting an invoice online You can quickly submit an invoice online or in the app and stay updated on your claims in the claims section of your account. Submitting an invoice by paper Prefer paper? Download a claim form and fill it out with your policy details. Then send us the completed form and your itemized veterinary invoice. You can send your documents through any of the channels below—email is usually faster than the other methods. Tips for submitting an invoice Reviewing your invoices is a top priority for us, and complete and accurate information helps us process your claims quicker—and helps you get paid faster. Use the tips below when submitting an invoice to ensure your invoice is processed quickly and accurately without delays. Following these tips will help prevent us from needing to contact you or your veterinary clinic for more information, which means money in your pocket sooner.

How to submit my invoice

After you take your pet to the veterinarian for an unexpected illness or injury, learn when to submit an invoice. When you take your pet to the veterinarian, you may be there for a number of reasons. We're here to help with the bill when your pet is sick or injured.* If you’re ever unclear about when to submit an invoice for review, ask yourself these 2 questions: 1. Did you visit your veterinarian for wellness care (annual exams, vaccines, preventive care, routine teeth cleanings, etc.)? 2. Did this issue start before you signed up or during any waiting periods? If you answered ‘yes’ to either of these questions, you may not need to send us your invoice. We don’t cover things like wellness exams, vaccinations, preventive care, or routine dental cleanings. We also don’t cover any illnesses, injuries, or behaviors that showed signs or evidence before your coverage began.

Should I submit my invoice?

Using my coverage

Lowering my monthly cost

Why my pet's monthly cost might change

How we determine your monthly cost

Changing my deductible

What's a per-condition deductible and how does it work?

Additional coverage options

What's a pre-existing condition?

When does my coverage start?

Why we don't cover wellness and preventive care

Understand my coverage

What's not covered?

Understand my coverage

What's covered?

Deductibles

Pricing

Our goal is to help remove the financial burden of unexpected vet bills. However, we can’t do that if pet owners can’t afford coverage in the first place. This is why we offer a customizable deductible so that every pet owner can afford medical insurance for their pet. After all, when faced with the decision between the care your pet needs and what you can afford, insurance can really help. You can choose any deductible when you enroll. For example, a lower deductible will translate to a higher monthly cost, but the amount you are responsible for before your 90% coverage kicks in is smaller. If you need to make changes to your deductible, you can lower your deductible within the first 30 days of enrolling a new pet, and you can raise it at any time. We want to make sure coverage works with your budget—so if you’d like to change your monthly cost, please give us a call anytime.

Lowering my monthly cost

We review monthly costs regularly and may change them in order to uphold our pricing promise: to pay 70 cents of every dollar we take in back to our Trupanion family. If your monthly cost changed, it’s probably in response to the changing cost of veterinary care in your area or fluctuations in our members’ overall financial risk. Our goal is to make sure your pet has access to the best care possible while still ensuring we can cover invoices. Why would the cost of veterinary care in your area change? Veterinary medicine is constantly improving, and veterinarians are able to provide new treatments and better care than ever. That’s great news! Of course, this modern care can also be more expensive. We take these changes into account to successfully help Trupanion pets get the care they need, when they need it. We continually evaluate monthly costs to make sure that you’re not over- or under-paying for the cost of care in your area. Your monthly cost may increase annually due to advancements in veterinary medicine and increasing costs of veterinary care in your area. This doesn’t mean that your price will go up every year, though—monthly costs can go down as well. We promise to never change your monthly cost more than once in a 12-month period, and if we do make a change, we’ll notify you at least 30 days in advance. We’ll never change your monthly cost more than once in a 12-month period, and we’ll tell you about any changes ahead of time. We never penalize pets for getting sick, submitting claims, or celebrating a birthday. Why would we punish your pet for things they can’t control, such as aging or becoming unlucky in health? Your pet aging Trupanion is unique because we are one of the only pet medical insurance providers to price based on the age your pet was when they signed up, rather than their current age. Most other companies use what is called ‘birthday pricing,’ which means they automatically increase your monthly cost when your pet has a birthday—on top of any changes for inflation and other factors. Not our favorite way to celebrate. Instead of punishing pets for aging, we believe in celebrating responsible pet owners—so we’ll always price your pet based on their age at sign-up. For example, if your dog signs up when they’re 8 weeks old, they’ll always be priced that way. They’ll be a puppy forever—both in your heart and in your monthly cost. Claims submitted Whether you submit one claim or 100 claims, your monthly cost will never change based on the number of claims you submit. Unexpected veterinary bills are why you have pet medical insurance in the first place! We’re here to help protect your pet from the unexpected, so why would we punish you if you have to use your coverage? Naturally, we want you to use medical insurance when you need to. At our core, we don’t punish unlucky pets. Rather, it’s our mission to help all the pets we love receive the best veterinary care.

Why my pet's monthly cost might change

What doesn't affect my monthly cost?

Why my pet's monthly cost might change

Learn what we look at to calculate your monthly cost and why your monthly cost might change. The Trupanion family is made up of lucky, unlucky, and average pets, who all share the financial risks of unexpected illness and injury. To make sure this risk is spread fairly and accurately, our team of licensed experts study it extensively and compile pricing categories. Then they add a 30% margin to each, which lets us pay back 70 cents on the dollar to the average pet owner over their pets’ lifetime. Since the shared risk and the costs of veterinary care are constantly changing, we regularly review monthly costs. We may make adjustments to make sure we can keep paying back 70 cents of every dollar to our Trupanion family. Your monthly cost is unique to your pet and based on a number of factors, including: • Breed • Gender • Age at enrollment • Where you live We use these factors to compile pricing categories and study trends that affect the overall cost of care. For example, knowing which illnesses Basset Hounds or pets in Nashville are most likely to develop over their lifetime can help us predict an average cost for their care—which is very different from the costs for Tabby cats or pets in New York City. The costs of veterinary care provided in your area will change over time, so we’ll review the data and your monthly cost regularly to make sure that we can keep paying out 70 cents of every dollar we take in.

How we determine your monthly cost

To change your deductible, all you have to do is give us a call! You can lower your deductible within the first 30 days of enrolling a new pet, and you can raise your deductible at any time.

Changing my deductible

We’re unique because we offer a lifetime, per-condition deductible. Here’s what that means for you. Your deductible is the portion of the cost you’re responsible for before your payout starts. To start seeing payout, the deductible must be met. We offer a customizable lifetime per-condition deductible so that every pet owner can afford medical insurance for their pet. When you enroll your pet, you choose your own deductible that caters to your unique financial needs. That deductible applies to each condition, or any unexpected injury or illness and any additional medical issues that occur as a result, for the lifetime of your pet. Once you meet that deductible, you don't have to meet it again and future treatment costs for that condition are immediately eligible for 90% coverage. While it might take more than one veterinary visit to meet your deductible, you don’t have to pay your deductible every time you visit the veterinarian and your deductible will never reset. Should I submit my invoice if it’s less than my deductible? Because your policy has a lifetime, per-condition deductible, you should always send us your invoice. Even if the total is smaller than your deductible, it still reduces the total amount you’re responsible for. Take it from us---small invoices can add up fast! Once you meet your deductible for a condition, your pet’s deductible will be fulfilled for that condition for the rest of their life. For example, say Marley the golden retriever has a $200 deductible and his owner spends $200 treating Marley’s allergies. Since Marley’s owner has met the $200 deductible, any invoices for Marley’s allergies will be paid at 90% for his entire life.

What's a per-condition deductible and how does it work?

We want your coverage to fit your needs, which is why we offer optional packages that complement your policy. Recovery and Complementary Care Rider The Recovery and Complementary Care Rider offers individualized treatment options, focusing on treating the whole pet and promoting self-healing and pain relief. This rider is available for an additional cost and offers coverage for veterinarian-recommended treatments, including: • Rehabilitative therapy • Acupuncture • Hydrotherapy • Chiropractic treatment • Behavioral modification • Homeopathy • Naturopathy These treatments are often used in combination with traditional veterinary therapies to assist in the treatment of injuries and illnesses. How to add or remove this coverage You can only add this rider within the first month of enrolling a pet. If you decide you no longer want the extra coverage, you can remove it at any time. Give us a call if you’d like to add this rider to your coverage! Pet Owner Assistance Package The Pet Owner Assistance Package helps give you some extra peace of mind and an added cushion in case any unexpected situations arise. This package is available at an additional cost and includes: • Liability coverage for third-party property damage • Advertising and reward for lost pets • Boarding fees if you're hospitalized • Holiday vacation cancellation costs if your pet gets sick or hurt • Cremation or burial fees The Pet Owner Assistance Package is not available in Missouri. How to add or remove this coverage You can add this rider at any time, and if you decide you no longer want the extra coverage, you can also remove it at any time. Give us a call if you’d like to add this rider to your coverage! Breeding Rider With the Breeding Rider, we provide coverage at an additional cost for illnesses and injuries related to: • Breeding • Whelping • Queening How to add or remove this coverage You can add this rider at any time. If you decide you no longer want the extra coverage, you can remove it from your account – just keep in mind that once you remove this rider, it cannot be re-added. Give us a call if you’d like to add this rider to your coverage!

Additional coverage options

We’re here to help you better understand what’s considered a pre-existing condition. Simply put, a pre-existing condition is any illness or injury that was treated or showed signs before your pet was enrolled or during any waiting periods. Determining a pre-existing condition When you submit an invoice, we look at your pet's medical records from 18 months before you enrolled through any waiting periods to determine whether the condition is pre-existing. We look for medical evidence to separate your pet's claimed condition from anything they had beforehand, so we can cover your claim. What about adopted pets? If the amount of time between your pet’s adoption date to when you enrolled them is less than 18 months, we’ll use what we can to process your claims. This includes all available medical records from adoption. If the amount of time between your pet’s adoption date to when you enrolled them is more than 18 months, we'll just look at their records from the 18 months prior to enrollment. We will review your pet's history to assess whether a condition is pre-existing.

What's a pre-existing condition?

Your full coverage kicks in after a short waiting period, which is the time between when you enroll your pet to when your coverage becomes fully active. The Trupanion policy has a 5-day waiting period for injuries and a 30-day waiting period for illnesses. As soon as those waiting periods pass, your pet is fully covered for new mishaps and ailments! Keep in mind that if your pet gets sick or hurt during the applicable waiting periods, the condition will be considered pre-existing and cannot be covered.

When does my coverage start?

Learn why we don’t cover things related to wellness or preventive care. Don't get us wrong, wellness and preventive care are super important! But we want to provide you the best value—and covering wellness care really doesn't really add any value. We know, that sounds kind of weird, but hear us out: providing you the best value means covering the things that you're not prepared for and that are often the most costly. Medical insurance is to here to help you face the unexpected. We’re here to help protect your finances while you give your pet the care they need for unexpected injuries and illnesses. We don’t cover wellness or preventive care because these are expected, budgetable expenses you can anticipate as a responsible and loving pet owner. By covering the veterinary costs associated with illnesses and injuries, we can better protect you from unexpected, costly expenses while keeping our prices fair. We believe the combination of medical insurance for your pet and a wellness plan offered by your veterinarian often presents the best value for loving pet owners. We recommend asking your veterinarian if they have a wellness option available.

Wellness and preventive care

Why we don't cover wellness and preventive care

Since our coverage is so broad, it’s often more simple to explain what we don’t cover. The things we don’t cover include: • Pre-existing conditions • Wellness or preventive care • Elective or cosmetic procedure (ear cropping or dew claw removal) • Exam fees • Sales tax (where applicable) We aren’t here for the cost of expected pet care, like wellness care or things that happened before your coverage started. Our philosophy is, why should we charge more for expenses you can budget for? Pre-existing conditions The Trupanion Policy covers treatment for new illnesses and injuries, so we don't cover anything that showed signs or is medically connected to something that started before your pet's coverage started. Exam Fees An exam fee is commonly the flat administrative cost you can budget for each time you take your pet to the veterinarian, whether it’s a wellness appointment or your pet needs treatment. This fee can also differ greatly from one veterinary clinic to another. We’re here to help protect you from veterinary costs associated with injuries and illnesses. By not including exam fees in our coverage, we can better protect you from unexpected and costly expenses—all while keeping our prices fair.

What's not covered?

Get to know your Trupanion Policy coverage by learning what’s covered and what’s not. Most Trupanion members have the Trupanion Policy. If you live in Florida and signed your pet up after March 9, 2020, you likely have the Trupanion Plan. The Trupanion Policy covers 90% of covered costs and has an optional deductible.* If you still aren’t sure which coverage your pet has, look no further than your pet’s profile on the Pets page. There, you can check your pet’s documents to verify that you have the Trupanion Policy. Simply put, your policy covers 90% of the cost to treat new injuries and illnesses—including conditions your pet's breed may be prone to (hereditary and congenital conditions).* Veterinary care for unexpected injuries and illnesses Whatever medical treatment your cat or dog needs for those unexpected injuries and illnesses, we’re here to cover. That includes things like: • Diagnostic testing • Surgeries • Medication • Prescribed supplements • Specialty care • Hospitalization • Prosthetic devices, pet wheelchairs • And more! * If you want to get into the details, be sure to check out your full policy. Visit the Pets page of your account and click the ‘See more’ tab to read your policy documents. Primary care, specialty and emergency hospitals Your coverage works anywhere and at any veterinary clinic in the United States, Canada, Puerto Rico, and Australia. If your veterinarian refers you to a specialty or emergency hospital, you're still eligible for the same 90% coverage for all eligible costs.* Just keep in mind that if you’re charged a specialist or emergency exam fee, this cost is still your responsibility. Prescription pet foods When recommended by your veterinarian for the treatment of covered injuries or illness, 50% of the cost of prescription food can be covered at 90% for up to two months from the date your pet’s prescription started.* Alternative medicine/therapies With the Trupanion Policy, certain types of alternative therapies and treatments are included in your coverage.* These include: • Bone marrow transplants • Colloidal silver treatments • Gold seed therapy • Herbal therapy • Hyperbaric oxygen therapy • Kidney transplants • Platelet rich plasma injections, • Polyethylene glycol medication • Stem cell therapy Optional coverage We want your coverage to fit your lifestyle, which is why we offer optional packages that complement your policy. The Recovery & Complementary Care Rider is available for an additional cost and offers coverage for veterinarian-recommended treatments, including rehabilitative therapy, acupuncture, hydrotherapy, chiropractic treatment, behavioral modification, homeopathy, and naturopathy. These treatments must be recommended and performed by a licensed veterinarian.* You can only add this rider within the first month of enrolling a pet. If you decide you no longer want the extra coverage, you can remove it at any time If you'd like to add or remove this additional coverage, give us a call!

Understand my coverage

What's covered?

Understand my coverage

The Trupanion Policy

Lowering my monthly cost

Why my pet's monthly cost might change

How we determine your monthly cost

Incomplete Medical Record Summaries

How we determine whether an illness, injury, or behavior is new

What's a Medical Record Summary and how are they created?

Understand my payout percentage

When does my coverage start?

Why we don't cover wellness and preventive care

What's not covered?

What's covered?

Understand my coverage

Medical Record Summaries

Pricing

Our goal is to help remove the financial burden of unexpected vet bills. However, we can’t do that if pet owners can’t afford coverage in the first place. The Trupanion Plan is easy to customize for your unique budget and lifestyle. Your monthly cost can be adjusted by lowering your payout percentage, which can be set anywhere between 50% and 90% in increments of 1%. Since an unexpected illness or injury can happen at any time, and costs can be hard to predict, it’s always best to review your payout percentage if you’re concerned about your monthly cost. Please give us a call 24/7 at 888.626.0917 to chat about your options.

Lowering my monthly cost

What doesn't affect my monthly cost?

Why my pet's monthly cost might change

How we determine your monthly cost

Your Trupanion Plan covers new illnesses, injuries, and behaviors—which means we don’t cover anything that showed signs or evidence before your coverage kicked in. This includes things that started or showed signs before you signed up and during your 12-day waiting period. Why do we do this? Insurance is meant to help provide peace of mind and assist with things that may happen in the future—we don’t cover things that happened in the past. In the spirit of transparency, we make every effort to gather your pet’s medical documents and build their unique Medical Record Summary within the first 30 days so that you know what to expect from your coverage. As long as we receive complete and correct records when you sign up, we’ll never change it. It doesn’t matter how many claims you file or how old your pet gets—we’ll honor your accurate Medical Record Summary for the lifetime of your pet, so that you never have to guess about your Trupanion coverage. By creating a unique Medical Record Summary for our members, you can make informed decisions about your pet’s care. Questions? We love it when our members are informed, so if you have any questions, we’d be happy to review your Medical Record Summary with you in detail. Just give us a call at 888.626.0917.

How we determine whether an illness, injury, or behavior is new

We’re committed to providing that transparency for you, so we work to build your pet’s personalized Medical Record Summary within 30 days after you sign up. To do this, we need your pet’s complete and accurate medical records. If we’re missing important documents that are needed to create your pet’s unique Medical Record Summary, you may receive a notice from us. Here’s what you can do to help: If your veterinary team has already sent us these records or has any questions, please encourage them to give us a call. We’ll work with them directly to get everything we need. If you have questions about your account or coverage, give us a call 24/7 at 888.626.0917. In situations where we don’t receive these records and are unable to complete your pet’s Medical Record Summary, your pet’s coverage could be canceled. We recognize that every case is slightly different, and we’ll work with you and your veterinarians to get the needed information. Have questions? Please give us a call at 888.626.0917.

• Call your veterinarian and ask them to send us the missing documents: Email us at PetInformation@Trupanion.com Fax us at 866.405.4536 • Look through your personal records and see if you have copies of any of the missing documents.

Incomplete Medical Record Summaries

Your pet’s Medical Record Summary is a personalized document that helps take the guesswork out of your coverage. Since the Trupanion Plan covers new injuries, illnesses, and behaviors—which is a lot—it’s easier to identify the things that won’t be covered. These are listed on your pet’s Medical Record Summary. Anything that isn’t listed on your Medical Record Summary can be covered—so if you ever need to use your insurance, you won’t have to worry or wonder about your coverage. In addition to making your coverage clearer, Medical Record Summaries also help speed up the claims process. When we already know your pet’s medical history, we can spend less time pulling records—which means we can process invoices faster. We make every effort to create an accurate Medical Record Summary, and as long as we receive complete and accurate records when you sign up, we’ll never change it. Your pet’s Medical Record Summary is available for you to review 24/7 in your account. How we create your Medical Record Summary In order to take the confusion out of your coverage and create your pet’s unique Medical Record Summary, we require all pets over 8 weeks old to have had an exam within the past 12 months. This helps give us a complete picture of your pet’s current health and medical history. We use the information from this exam to create your pet’s unique Medical Record Summary, which details anything that started or showed signs before your coverage began. This will help you understand exactly what to expect from your Trupanion coverage.

What's a Medical Record Summary and how are they created?

With a flexible payout percentage, you’re in control of your monthly costs. Your payout percentage is, quite simply, the money that Trupanion contributes to your pet’s covered medical costs. You get to choose this amount when you sign up—it can be anywhere from 50% to 90% in increments of 1%. Your payout percentage can be raised within 30 days of signing up and lowered at any time, which makes it easy to fit your Trupanion coverage into your lifestyle and budget. With the Trupanion Plan, there’s never any deductible to meet, either annually or per-condition. This means you’ll get money back for every approved claim! Changing my payout percentage To make a change, simply give us a call at 888.626.0917! Your payout percentage can be adjusted anywhere between 50-90%, in increments as small as 1%, so it’s easy to customize for your needs and budget. And no matter what percentage you choose, your medical coverage will always stay the same. You can lower your payout percentage whenever and however often you'd like. You can only raise your payout percentage within 30 days of signing up your pet. If you make a change, it will take effect with your next monthly payment and apply to any covered illnesses or injuries after that date. Receiving my payout The fastest way to receive a payout is through direct deposit, which can be set up in the ‘Payment’ section of your account. We can also mail a check directly to the address you have on file. If we paid your veterinarian during your visit, you generally won’t receive an additional payout in the form of a reimbursement. To learn more about how we can pay veterinarians immediately, check out the ‘Using my Coverage’ section.

Understand my payout percentage

When does my coverage start?

Wellness and preventive care

Why we don't cover wellness and preventive care

Since our coverage is so broad, it’s often more simple to explain what we don’t cover. The things we don’t cover include: We aren’t here for the cost of expected pet care, like wellness care or things that happened before your coverage started. Our philosophy is, why should we charge more for expenses you can budget for? Conditions that started before your pet had coverage We’re here to help you face new illnesses and injuries, not things that have already happened. The Trupanion Plan covers treatment for new illnesses and injuries, so we don't cover anything that showed signs before your pet's coverage started. Any conditions that we won’t cover will be outlined in your pet’s personalized Medical Record Summary – giving you full and complete transparency about your coverage. Exam Fees An exam fee is commonly the flat administrative cost you can budget for each time you take your pet to the veterinarian, whether it’s a wellness appointment or your pet needs treatment. This fee can also differ greatly from one veterinary clinic to another. We’re here to help protect you from veterinary costs associated with injuries and illnesses. By not including exam fees in our coverage, we can better protect you from unexpected and costly expenses—all while keeping our prices fair.

• Any illnesses, injuries, or behaviors that started before your pet had coverage (outlined in your Medical Record Summary) • Elective or cosmetic procedures (like spaying/neutering, ear cropping, or dew claw removal) • Exam fees • Wellness or preventive care

What's not covered?

Get to know the Trupanion Plan by learning what’s covered and what’s not. If you live in Florida and signed your pet up after March 9, 2020, you likely have the Trupanion Plan and are in the right place! To check which coverage your pet has, look no further than your pet’s profile on the Pets page. There, you can check your pet’s documents and see which payout percentage you chose for your pet. Your plan covers a percentage of the cost to treat new injuries, illnesses, and behaviors—and you get to pick that percentage, from 50% to 90%, when you sign up. To find out specifically what’s covered for your pet, be sure to review your plan and your pet’s unique Medical Record Summary. You can access these documents 24/7 right here in your account; just visit the Pets page to view your documents. Veterinary care for unexpected injuries and illnesses Whatever medical treatment your cat or dog needs for those unexpected injuries and illnesses, we’re here to cover. That includes things like: • Diagnostic testing • Surgeries • Medication • Prescribed supplements • Specialty care • Hospitalization • Prosthetic devices, pet wheelchairs • And more! * Primary care, specialty and emergency hospitals Your coverage works anywhere and at any veterinary clinic in the United States, Canada, Puerto Rico, and Australia. If your veterinarian refers you to a specialty or emergency hospital, you're still eligible for the same coverage at the same payout percentage. Just keep in mind that the exam fee is still your responsibility, so if you're charged a specialist or emergency fee, they'll be regarded as an exam fee as well. Prescription pet foods When recommended by your veterinarian for the treatment of covered injuries or illness, we cover the cost of prescription food for up to 90 days throughout your pet’s lifetime. We know it can be hard transitioning to a new prescription food, so we’ll help your pet try a new diet before you commit to it. Please note that the food must be recommended by your veterinarian for the treatment of covered injuries or illnesses. When used for routine or preventive care, prescription food will not be covered. Also, the 90 days-worth of coverage do not need to be taken consecutively, so you can break that time up into smaller chunks to potentially cover multiple dietary changes throughout your pet’s life. Alternative medicine/therapies Our plan goes above and beyond basic medical coverage and allows veterinarians to recommend the best possible care for your pet, without any coverage concerns. The Trupanion Plan includes: • Acupuncture • Behavioral modification and therapy • Chiropractic • Homeopathy • Hydrotherapy • Naturopathy • Rehabilitative therapy These treatments are often used in combination with traditional veterinary medical and surgical therapies to help your pet fully heal from injuries and illnesses.

Understand my coverage

What's covered?

The Trupanion Plan

My referral status

Earning and tracking rewards

The Trupanion Referral Program

Approved rewards When a friend completes a successful referral, we’ll validate and approve it. You’ll receive a reward email with a one-time code to claim your gift card. There’s no limit to the number of people you can refer. You can be rewarded for up to four referrals a year, or up to $100 per year in rewards. Rewards are not available in North Dakota or West Virginia. When a referral is “pending” Once your friend completes a successful referral, it will show in your Referral History as ‘pending.’ Our team will review your referral, and you’ll receive an email update shortly afterwards. When a referral is “denied” We review each referral that comes in to make sure we’re following the program rules and helping to prevent potential fraud or suspicious activity. A referral may be denied if you’ve already hit your $100 yearly limit or if something else doesn’t look quite right. Rewards are not available in North Dakota or West Virginia.

My referral status

How to start earning rewards If a friend is successfully referred using your link, you’ll get a $25 gift card in your email inbox—and the satisfaction of knowing that you’ve helped protect another pet. Rewards are not available in North Dakota or West Virginia. Tracking my rewards You’ll be notified by email on the progress of your referrals. You can also track your progress on the Share page of your account. At the bottom of the page, your Referral History tells you how many people have clicked on your link, how many successful referrals you have, and which friends have been referred using your link.

Earning and tracking rewards

1. First, you’ll need to enroll in the program to get your unique referral link—go to the Share page of your account. 2. Choose ‘Get started.’ This will automatically generate a unique URL that you can share with family and friends. To make this even easier, just choose one of the buttons to share via Facebook or email.

Earning and tracking rewards

Do you love Trupanion? Let your friends and family know with the Trupanion Referral Program! If you refer a friend to Trupanion using your unique link, you’ll be rewarded with a $25 Amazon gift card. You’ll receive one gift card for each successful referral, up to $100 per year. The program is available to current and past Trupanion members. Rewards are not currently available in North Dakota or West Virginia, but we still appreciate your advocacy about the importance of medical insurance for pets!

The Trupanion Referral Program

Referring friends and family

Back

Our number one priority is to help you take care of your pet during these unprecidented times. Our team is here for you and we're working diligently to keep reviewing invoices quickly. As things develop, you may see a slight delay in our claims processing time, especially with mailed invoices. We understand you may be experiencing unique challenges during this time and we have options for you—here’s what you can do to help speed things up and keep money in your pocket: - Ask your veterinarian if we can pay them directly so you only have to cover your portion of the bill at checkout. - Choose direct deposit for your claims payout to get money back in your pocket faster. You can do this anytime in your account or over the phone. - Send us your invoice and any additional information digitally. You can send us your invoice with a few clicks through your account. - If you’re having trouble making your monthly payment, please give us a call. We’d love to review your account and discuss options for maintaining your coverage.

COVID-19 and my coverage