Complaint Handling Protocol

At Trupanion, we pride ourselves on our customer service. If you have a complaint about our services or policies, please let us know how we can do better. If you have a complaint about privacy, please see our Privacy Policy.

• 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]. We’re pretty confident that our excellent Customer Care Team will be able to resolve most concerns working directly with you.
• If you’re not satisfied or your complaint requires further review or investigation, your complaint can be escalated to a manager. You will be contacted by a manager within 72 hours. In the rare instance that your issue requires more time, we’ll keep you regularly updated.
• If you’re still not satisfied, you can contact our Compliance Officer by submitting your complaint in writing with all supporting documentation to Trupanion, 201-185 Forester Street, North Vancouver, BC V7H 0A6
• If at any time, you would instead prefer to contact our underwriter, Omega General Insurance Company, you may contact the Omega Complaint Liaison Office by emailing [email protected], calling (416) 361-1728, or writing to 34 King Street East, Suite 1200, Toronto, Ontario M5C 2X8.
• And, 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 consumers of insurance.
  • (877) 225-0446 | www.giocanada.org |4711 Yonge Street, 10th Floor, Toronto, ON M2N 6K8 Fax (416) 299-4261
• General Insurance OmbudService (GIO): A national independent dispute resolution service for Canadian consumers of insurance.
  • (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.