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TrustedPals Pet Insurance Review

33 Customer Comments & Reviews - see all comments
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Founded in 2019, TrustedPals offers customizable accident, illness, and wellness insurance coverage for dogs and cats. TrustedPals is a trademark of Marsh USA, Inc. Policies are underwritten by Zurich American Insurance Company.
 
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How is TrustedPals rated?

Breakdown

4.0/5
Coverage
4.5/5
Cost
4.3/5
Extras

Overall Rating: 4.3 / 5 (Excellent)

TrustedPals is a relative newcomer to the pet insurance industry but the range of coverage they offer is on par with what's offered by many well-established insurers. They have one standard plan that covers the same illnesses, injuries and services, with the option of adding wellness coverage. Customers customize their plans by electing coverage limits, co-pays and deductibles. Some pet lovers may find choosing a plan based on price rather than coverage features simple and appealing. 

TrustedPals Coverage

Coverage - 4 / 5

Overall, the TrustedPals website is a little vague on covered services. A phone call to the company's customer service department cleared things up. But since knowing exactly what's covered is a key factor in choosing a pet insurance plan, TrustedPals has room for improvement when it comes to providing coverage details.

TrustedPals' basic plans cover veterinary and specialist visits, surgeries, hospitalization, prescription medicines, and any training or therapy prescribed by your vet. Alternative and holistic treatment by a licensed vet are also covered.
Pets Covered
Dogs
Cats
Coverage Types
Medical
Wellness
Vet Selection
Unrestricted
Out-of-State Coverage
Yes
Commercial Pets Covered

Medical Conditions Covered

  • Accidental
  • Illness
  • Hereditary
  • Congenital
  • Cancer
  • Chronic
  • Behavioral

Medical Treatments Covered

  • Diagnostic Testing
  • Surgery
  • Hospitalization
  • Prescription Medications
  • Emergency Care
  • Specialty Care
  • Alternative Care
  • Behavioral Therapy

Benefit Limits

Benefit Limits - 4.2 / 5

TrustedPals allows pet owners to select from four coverage maximums: $4000, $8000, $15,000, and unlimited.
Benefit Limit Types
Annual
Lifetime

Reimbursement & Deductibles

Reimbursement - 4.5 / 5

TrustedPals advertises a ten-day average claims processing time, which is considerably shorter than some companies average. You can select reimbursement of either 70%, 80%, 90% or 100% at the time of enrollment. TrustedPals reimbursement is based on the actual veterinary bill. The company will compile all covered treatments for a given claim and pay your chosen percent after you've met the deductible.
Reimbursement Model
Benefit Schedule
Usual & Customary
Minimum Percent Reimbursement
30%
Maximum Percent Reimbursement
100%

Deductibles - 4.4 / 5

TrustedPals allows you to customize your deductible to find a plan that suits your budget. You select a $0, $100, $250, $500, or $750 deductible. As is the case with all kinds of insurance, choosing a higher deductible plan reduces your monthly premium.
Deductible Type
Annual
Pet Condition Lifetime
Minimum Deductible Offered
$0
Maximum Deductible Offered
$750

Pricing: How much does TrustedPals cost?

Cost - 4.5 / 5

Overall, when selecting minimum coverage limits, a moderate deductible, and high co-pays, TrustedPals' prices are on the low-end of average. The real value comes into play when you select their unlimited coverage plans, where prices are even more competitive.

Starting Monthly Premiums

Dog: Sample Monthly Premium, 1 year old male Golden Retriever in zip code 92683
$30.00
Cat: Sample Monthly Premium, 1 year old male American Shorthair in zip code 92683
$24.00
Rate Details: Annual Deductible: $750, Benefits Cap: $4000, Reimbursement Model: Reimbursement is calculated as the licensed vet's items/services invoice minus co-pays and deductibles.
Available Discounts: TrustedPals also offers many of the discounts available through other insurers, including a 5% multi-pet discount. Members of the military, veterinary workers and students,and first responders also get a 5% break through TrustedPals. 

Enrollment & Waiting Periods

Enrollment - 4.4 / 5

Claims can be submitted online through the company's PAWTAL. Say it out loud and give them credit for a cute pun. They do not offer a mobile app, which may be a drawback for some pet owners. The company's advertised claims response time is ten days, which is shorter than some other leading insurers advertise. Trustpilot and has not yet logged any reviews for TrustedPals and has not rated the company. Since many of the customer complaints we read about pet health insurers focus on claims response time, that may be a good sign that the company is living up to its promised turn-around times.
Min Enrollment Age
8 weeks
Accident Waiting Period
14 days
Illnesses Waiting Period
14 days

Claims & Service

Extras - 4.3 / 5

You can communicate with TrustedPals via phone, email or its PAWTAL. The customer service representatives we talked with by phone were friendly and well-versed on the company's products. 

Under TrustedPal's TrustedSpotter benefit, all pets are issued a unique ID collar tag to help under the unfortunate event a furry friend gets lost. The tag directs the person who finds a TrustedPals-insured pet to visit the company's TrustedSpotter page online, enter their contact information, and TrustedPals will help reunite the pet and pet owner.
Advertised Response Time
10 days
Claim Form
Online Portal

Contact & Additional Information

Homepage URL
https://trustedpals.com
Headquarters Address
12421 Meredith Drive, Urbandale, IA, 50398
Year Founded
2019

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33 Customer Comments & Reviews

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bigfrank

8/31/2022
The worst company to try to get logged into, You have to change your password about every other month and then the password reset does not work. Call up the company and the rep can not help with logging in, very frustrating to get help to log in and get your claim in, and if you are lucky enough to log in there is no way to see the status of your claim, Save yourself some headaches and go with a company that does not force you to change your password constantly.

veratorres70

1/24/2022
Not very happy, every time I have submitted a claim it has been a hassle, either they don’t respond or you are on hold forever waiting on someone . After submitting all of my pets records, they ask every time for copies of his records. I would think they should have them on file. Good luck if you decide to go with hem.

TrustedPals  
Official Response

Account Manager of TrustedPals Pet Insurance
We are sorry to hear about your claims processing experience, we aim to pay all claims within 10 working days. After submitting a claim, an adjuster may request medical records related to your pet’s health from the vet that treated your pet. Thank you for being part of the TrustedPals pack and giving us the opportunity to work closely with you. If needed, you can reach us at 800-358-3801, or send us an email at contact@trustedpals.com.
D
Doreen

9/16/2021
Horrible customer service! Cannot get into my account to see my cat’s policy. Have called them several times and it’s been over a week and still cannot get in. The customer service rep we spoke to said she has the same problem with her account!!! I’ve asked to speak to a manager and they will not have a manager call me back. I’m getting ready to cancel my policy

T
TrustedPals  
Official Response

Account Manager of TrustedPals Pet Insurance
Hi Doreen - we are looking closely into your situation. We apologize for any inconvenience you are experiencing. Our supervisor, Kristine, is in contact with you and watching your situation tightly. She will reach out again soon. -TrustedPals
M
Minnie

3/29/2021
This company has had a phone recording that they are closed for an emergency Friday and Monday 3/26 and 3/28. Not sure what's going on? Never heard of suspending business. Their CS is located all over the US...no weather reson for shut down. Suspended insurance license? What's the emergency?

T
TrustedPals  
Official Response

Account Manager of TrustedPals Pet Insurance
Hello Minnie – we are sorry to hear you had difficulty reaching us – we don’t like hearing this at all. Given we have been consistently open during our normal hours, we checked our systems thoroughly to make sure no issues with our incoming phone line. We want to make sure any questions you may have are answered. Feel free to send us an email: contact@trustedpals.com or call us at (800) 358-380, 7am-6PM CT (M-F) and 10-2pm CT (Sat). Our Pet Advisor team is happy to answer you.
P
Peter G

12/30/2020
After my previous pet insurance company raised my rates to the level of insanity, I looked around for a new insurer. TrustedPals popped up and after a little exploration on their web site I had no hesitation about signing up. My dog is a service dog so his health and safety is very important to me and, consequently, having good insurance for him is a must. I signed up for a TrustedPals policy without a cap so I don't have to worry about vet costs. Sure, I still have to pay 10% but I can deal with that if it means keeping my dog alive and well. Thankfully I haven't had to file a claim yet but I feel confident that TrustedPals is there when I need them. They keep in touch via... Read More

evamontejano14

12/30/2020
Great experience so far! I switched over about 6 months ago, and I definitely am not dissapointed. Before switching I just about looked everywhere... I mean that. All rates where the same every where except trusted pals. I was able to get a significantly less rate for the exact same thing some where else. Because of this I was able to maintain my 90% reimbursement. Customer service is great. I dont spend forever on hold (which is appreciated) I also want to say that every time I have talked to someone on the phone it has been the same person... Which is also appreciated! Talking to the same person and not a different one ever time.

R
Raquel G

12/30/2020
I wish I knew about TrustedPals sooner!! I decided to get insurance when I couldn't afford to pay the bills out-of-pocket for my senior dog. This is when I tried out TrustedPals, and glad it worked out. It's super easy to sign up. Making a claim was super easy as well and took less than 5 minutes. I also like how they gave out email confirmations stating that my claim went through and I am able to feel relaxed. Not to mention that when I had to call because I had multiple questions; they were super fast to answer and got my response which helped me to feel at ease. Not to mention, the staff always attending to my needs which I appreciate! Honestly, I am glad to have insurance that cares... Read More

jbgoldm

12/29/2020
Very affordable. Timely responses and friendly staff. Super easy to file a claim and the turn around time for review has been between 24-72 hours so far for me.

nancykimbrough.co

12/29/2020
I recently switched to TrustedPals after my previous insurance rates jumped drastically. I have been impressed by their knowledgeable responses to my questions and concerns. Not only is the premium 2/3 less than my old insurance- the coverage is much better!

B
Beez

12/28/2020
After reviewing many insurance plans, we decided on TrustedPals and are glad we did. The rates are reasonable and cover many things. We included the Wellness Plan which came in very handy when our adopted dog needed to be brought up to date in all her shots and to have her spay surgery. TrustedPals quickly approved the claims and deposited the funds directly into our account in a timely manner. I would like to be able to see our claims on our account when we log into the website. Hopefully that will possible soon.

Top Rated
  • 25% discount on all in-office medical care 
  • Pet wellness plans available
  • No age restrictions
  • Covers pre-existing and hereditary conditions
  • Discounts available immediately on sign-up
  • A+ BBB accredited company
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