Complaint Handling Protocol

At Trupanion, we pride ourselves on our customer service. If you happen to have a complaint about our services or policies, please let us know how we can improve. If you have a concern regarding the handling of your personal information, please see our Privacy Policy.

To address your concern and reach a resolution, please follow the steps outlined below.

1. Give us a call or send us an email. Trupanion’s award-winning customer care specialists are available 24/7 to talk to you about any concerns or questions you may have. You can reach us at (888) 615-8318. You can also email us anytime at [email protected].
2. We are confident that our Customer Care Team can effectively address your concerns by working with you directly. If you are not satisfied with the resolution provided for your complaint or if it requires further review or investigation, you can request that it be escalated it to a manager. Within 72 hours, a manager will contact you to discuss your issue. We understand that in rare cases, your complaint may require more time for investigation. In such cases, we will keep you updated regularly on the progress.
3. If you’re still not satisfied after working with one of our managers, you can contact our Compliance Team by submitting your complaint in writing with all supporting documentation. Please mail it to 1277 Lynn Valley Rd #309, North Vancouver, BC V7J 0A2, or email it to [email protected].
   
4. If you are still not satisfied with the outcome of your complaint, you can contact our underwriter, GPIC Insurance Company by emailing [email protected], or writing to 1277 Lynn Valley Rd #309, North Vancouver, BC V7J 0A2.

If you’re still not satisfied after steps 1-4, you can contact the appropriate regulatory and industry bodies. 

• General Insurance OmbudService (GIO): A national independent dispute resolution service for Canadian insurance consumers. (877) 225-0446 | www.giocanada.org |4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8 Fax (416) 299-4261

• Autorité des marchés financiers (AMF): The Quebec regulatory body that oversees consumer issues for financial products and services in Quebec. (877) 525-0337 | www.lautorite.qc.ca 

• Financial Consumer Agency of Canada (FCAC): An independent body working to protect consumers of financial products and services. (866) 461-3222 | www.fcac-acfc.gc.ca

If you have a complaint regarding this complaint handling procedure or a specific consumer provision, you may raise these concerns with the FCAC. For more information on the FCAC, you may visit their website or call them toll-free at (866) 461-3222.