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.
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.
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.
The last several times, after logging into my account through this app, the throbber stays on my screen for quite some time before loading the page. I have an iPhone 12 which is running on the latest version and the app is also updated so it must be Trupanions server or some other technical bug issue. I’m leaving this review so that they can become aware of this problem. I hope it’s fixed soon. I love using this app otherwise! I just need things to be instant so I’m not wasting my time. I ended up calling customer service to get faster results and I was able to speak with a representative almost instantly. Love that, but defeats the point of this app!
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.
Trupanion is a fantastic company and has literally saved us thousands of dollars in vet bills in the last year alone. The app, on the other hand, leaves much to be desired. The biggest issue is that it is incredibly slow - probably the slowest app I have ever used. It takes 30 seconds to 2 minutes for each screen to load. A minor annoyance but not a deal breaker - why ask every time if the pet has been covered by another insurance company? Is that answer ever going to change? I feel that should be a setting you check in your pet' profile, not a question you have to answer each time you submit a claim. This wouldn't be a big issue if the pages loaded more quickly, but it's an added frustration when the wait times are so long.
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.
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.
This app plain and simple doesn’t work. The only thing I can access on this app is my account info and my pet’s name. That’s it. It won’t pull up my policy, coverage, documents, pet’s profile. The choices are there, but trying to access anything yields nothing but a blank page. I’ve deleted and re-download the app A couple times, still nothing but empty space where my policy and coverage details should be. Literally, nothing. How can something fail so comprehensively at the function it was fundamentally designed to do? I don’t know, either. Perplexing to say the least. I hope Trupanion wakes up in farms this app to developers who Actually know how to make an app work properly. Evidently these guys don’t.
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.
I downloaded the app yesterday and put in my email address and password. Then I went to check on my contact information to verify that everything was correct. It was not there was some random phone number for my contact information. So I went into the app and tried to change it but it would not let me, it kept asking me for my email address and then when I would give it it would say error 400. This doesn’t exactly give me peace of mind that my pet will be protected if they don’t even have my correct contact information. I would never put in this strange random number I don’t know who did. And the app won’t allow you to correct the problem.
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.
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.
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.
This app is shameful. For a long standing company in the pet insurance industry; this app is abysmal. It’s incredibly slow, trying to load one of the tabs is like living with dial-up internet. I’ve tried using this on multiple devices and the result in the same. This review has nothing to do with the services Trupanion provides, a leader in the industry but with that being said you need to invest in app development because whatever this app is, it’s certainly not it.
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.
I have been submitting claims through the app for over several years and I check the status constantly. It has been easy and worked great until this month. Early April, the app started losing ALL of my claims and showed in red “claims failed to load please try again later”. This happens every day, all day. I deleted the app and added it about a dozen times again. What’s the point of having the app if you cannot see the claims status? It used to show up as soon as I submitted them….as processing. Now they just disappear. I have been calling Trupanion and no one seems to be able to correct this problem. I think they need new app developers…..or get back the engineers they had before. I don’t suggest getting the app until they hire a new IT team. Developers first! It’s a waste of space. It doesn’t work…..anymore.
I really like the concept and the idea of the ease of submitting claims in the app. However, of the 2 claims I’ve submitted so far the claimed condition did not save for one of them and also when I got to to review the claims, the amount for one of the claims appears to be adding the two together. It is really confusing, especially around a stressful subject. It will be interesting to see if there is a breakdown of what it covered once the claims are approved.
It is very nice that I can submit the claim with the app;however, I don’t see my claims with app. It only shows “no claims.” So I cannot see the status of claims. I also cannot see payment information. It would be nice if I could get that information and change the payment sources if I need to.
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
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.
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. 🤷♂️
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!
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.
I’ve used Trupanion for several pets and have always found the app useful to submit claims quickly. However, recently the app has run very slow and shows errors when trying to submit or view claims. It’s a shame, hopefully this will be fixed soon.
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.
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.
The app itself and even the website needs a lot of functionality work and simplicity. When I load the app everything is slow, and waited minutes to load up contact information and still loading. The company is great just the app and the functionality of it is not great. :/ Please get some top all and web developers, will be be worth it.
Definitely not great. If you can get a claim to go through it’s nice. But it’s extremely slow and now the claims page won’t even work at all so I can’t check the status of my claims. Running into the same issue on their website so they really need to fix things.
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.
I cannot access the claims history on the app at all. Used to be able to, but now it’s not working. It should be fixed asap Addendum: the developer has made the changes and I am now able to access all required information on the app
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.
With one exception, I have only praise for Trupanion. The exception is this app. The images and instructions simply do not fit on the screen of my iPhone SE 2020. As a result, I can only guess what I’m clicking on. Surely, given that the problem is new, this is not a difficult fix.
The app no longer shows any claims that were submitted after 2022 on my account. Additionally, it’s taking them an obscenely long time to process claims recently I would steer clear of this app if you are a Trupanion customer because it’s not useful at all, and I would stay clear of the company entirely, if you were searching for pet insurance.
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!
App is crazy slowbajd I'm on wifi, no way it should take so long to load items. Additionally I have to go to the website to access my pet's medical summary. If you can't aceess everything in the app then the value of the app goes way down.
Slow to open, slow to load account details or claims. You would think the app would store some of this stuff offline for fast loading. Hopefully the development team is working on an update.
Does this app work for anyone? I thought it was just stuck but turns out I have to wait several minutes for anything to load. I think I might just try the website itself but I’m shocked this app hasn’t been fixed if others are having this issue on brand new iPhones like I am.
This app is so slow, each page takes many seconds to load. Also, the text on the FAQ page overlaps on every topic and is impossible to read. Hard to find a support number when you can’t read the text. 0 stars if I could, considering switching my insurance anyway
iPhone 13 mini on iOS 17.4 running latest version of app. When trying to update credit card, “credit card type invalid” tried on webpage through Safari browser on my smartphone and everything worked so buggy credit card update in the app also previous review complains about slow server…I agree do clustering and host your servers with a major backbone provider like Level 3.
I just signed up for Trupanion and when I try to update my pet’s information, birth dates etc, it simply gives me an error. So I went onto the app to try and fix it there and still no luck.
Good app for Type A people but for some reason I can’t login in. Already contacted customer support to assist me, and they were very helpful. Unfortunately, no login is acceptable
Very slow and consistently says I have no pets. I check in every once in a while to see if these bugs have been addressed. Nope, never. At some point, it’s better for a company to not develop and upkeep an app; this might be true for Trupanion. Y’all should probably take this down.
Simply put, this is a horribly slow app! On an age of technology, having such a slow to load app is just frustrating and simply put, is enough of a deterrent to me to move on to a different pet insurance company. Nobody has time to waste waiting for a page in the app to load.
Idk what’s worse, the slowness of the app or none of the tabs working at all. When I first created a profile, it kept giving me an error message that won’t let me sign in. Since then, it has been a nightmare getting anything done through the app. In the end, I cancelled them anyways.
Asks for waaaaay too much information to “verify “ my account — even though I am logged into the app. The required info is probably fine for desktop but it’s way to tedious when using a mobile app since, again, a user is already logged in?
I have an iPhone 12 mini, and my app has not updated for a long time. None of my new claims are on there. I uninstalled the app and reinstalled it and it didn’t fix it. I have to use the website in order to keep up-to-date with my claims.
Just like our coverage, the Trupanion app was designed with you and your pet in mind. You can already use your coverage at any veterinary hospital and can reach our support team anytime – now you can access your account from the convenience of your pocket. With our app, it’s easier than ever to make the most of your coverage. Submit and view the status of your claims, earn rewards for referring your friends, view your account details, and much more!* To learn more about Trupanion, visit our website at www.trupanion.com. *You can use your coverage at any licensed veterinarian in the US, Puerto Rico, Canada, and Australia. Rewards not available in every US state, please see referral program terms and conditions.
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