member experience specialist

account manager

manager

field sales representative

medical records coordinator

Trupanion

The good: 
I've been at Trupanion a long time and have seen and been part of many highs and lows. Overall, I love my job and I always say, "if I have to have a job, I choose mine and I choose this company." Overall I have a good sense of belonging, I have great healthcare coverage that meets my needs, and my pay and bonus meet my needs.

The bad: 
Based on years of experience with Trupanion and seeing how executive leadership operates, I can honestly say they are unobservant and insensitive about what it takes to hold on to good people. In fact, they're really good at running good people off. (Not all of us, but a lot of them.)*

In the past 4 years alone, we have lost some of the best HR leaders (VPs, Directors, and Senior Managers) Trupanion has ever seen - Ones that moved Trupanion forward in the category of its people, made people a priority, advocated for them, and helped drive higher team member job and company satisfaction numbers in 2020 and 2021, for the most part.

Leaders have either left Trupanion because our executives are unwilling to adapt and and work at balancing the number-side of business with the people-side, or they've been let go by the executive team because they had a different working style and (appropriately) challenged their thinking and way of working.

The ugly: 
It seems that the executive team has a "Like-Me" bias. All of our executive team members and several VPs are all drivers, extremely results oriented, and have a bias for action. They hire direct reports that have the same or similar priorities as they do, and they seem unwilling (and have demonstrated their unwillingness) to hire or work with leaders who have  completely different perspectives from their own. And if they do hire someone with a completely different perspective, the person doesn't last long because the executives and other VPs aren't willing to adapt and grow and learn from the different perspective, approach, and thought process of the other person.

Our CEO and President and other executives have all, on multiple occasions, made comments that "if you get the numbers, you can take care of the people," and when asked in all-team meetings, "How are the people doing? What's happening on the people-side of things?," they explain what we're doing to increase team members' business acumen, i.e. how to think like an entrepreneur, the importance of reading shareholder letters, what makes us different from our competitors, etc. There is no regard given to the actual people-side of the business. Business acumen is important, but it doesn't take care of people's well-being.

I would like to challenge every single executive, VP, and director-level leader at Trupanion to begin looking to and for people with perspectives different from your own, and to consider that when you take care of your people, they will take care of the results. Part of our Team DNA is to be Inclusive - specifically, we "appreciate differences and actively include those with diverse perspectives and experiences." It's time for executive leadership to lean into this value, and even more than is comfortable.

Trupanion is currently struggling to meet its goals (there have been some rough months in the last 7-8 months where we've had some pretty low corporate goal results (all public knowledge at this point)), and People Operations has lost 5 great, people-focused leaders in the last 7-8 months, who also cared deeply about the success of the business. See the correlation? When you take emphasis off the people, business suffers - and so do it's people. It's a lose-lose. Oh, and team member satisfaction ratings have been dropping in the last couple of quarters.

In 2020 when we were forced to go remote, Trupanion put a LOT of emphasis on taking care of it's people amidst the crazy change the pandemic required of them. And our business SOARED. Since then, we've swung very heavily to the numbers side in the last year and it shows - on the business AND people side.

Trupanion has a tendency to swing the pendulum very heavily one way and then the other. I challenge executives, VPs, and directors to keep that pendulum aimed at the side of taking better care of and doing more for their people than they think they should and see what happens.

Take care of the people and the people will take care of results. Take care of results and people will leave to take care of themselves.

*I enjoy my work, I love what I do, I love helping people. I wrote this review from my heart and mean no ill-intent by it. I simply hope to send a message to our leaders at the top (and to anyone looking for a job) that we have great people at the company, we do great work, and we can still do better. I am a hard working individual who has given a lot of time and energy to Trupanion and have had a very successful career at Trupanion, and I care deeply about what we do and how we do it. I am not  just some disgruntled employee trying to blow off steam.

Micromanagement: The management style here is suffocating and invasive. Managers not only demand constant updates on tasks, even when employees are on sick leave, but they also scrutinize every detail of work, leaving little room for autonomy or decision-making. Employees are often expected to adhere to unclear and frequently changing instructions, making it difficult to maintain consistency in their work. The managers lash out at employees and talk down to them, fostering a toxic atmosphere. Favoritism is rampant, with certain employees receiving preferential treatment while others are unfairly criticized. Additionally, employees often face obstacles when trying to use their PTO time, further exacerbating work-life balance issues. Managers also exhibit a lack of coordination and communication, with the left hand often not knowing what the right hand is doing, leading to further confusion and inefficiency.

Workload: The workload is consistently overwhelming, making it nearly impossible to keep up. The compensation does not align with the amount of work expected, which adds to the frustration.

Cultural Issues: This Company's culture is toxic and disorganized. There's a clear favoritism towards certain employees, undermining team morale and trust. Instructions are often unclear, and directions frequently change, leaving employees confused and frustrated.

Coordination Issues: There's a significant disconnect between different departments, where the left hand often doesn't know what the right hand is doing. This lack of coordination leads to inefficiencies and mistakes, further impacting productivity and employee satisfaction.

In conclusion, This Company needs to urgently address these micromanagement, workload, cultural, and coordination issues to improve employee satisfaction and retention. A shift towards a more respectful, organized, and supportive workplace culture is essential for fostering a positive and productive environment.

I started working at Trupanion in a department within claims in 2014. At the time, I was 25 years old and had been working as a veterinary technician since college. I had gained a lot of valuable knowledge working in clinics and really enjoyed helping animals, but honestly I was sick of working my butt off every day for little compensation, no benefits, and little job growth potential. Enter Trupanion! My manager at the time really encouraged me to stretch my skills and push myself professionally. I was shy, but with her belief in me I was able to gain the confidence I needed to step into a senior role. I learned so much helping my teammates! In 2016 my now-husband was diagnosed with cancer—my managers at the time went out of their way to make sure that I wouldn’t have to leave my position to take care of him throughout his treatment. The difference their support then has made in my life still has impacts today and I am beyond grateful to a company that nurtures this kind of culture. The manager I have now is phenomenal; she truly cares about building the skills of those around her, and goes above and beyond to make sure her direct reports are set up for success. We have worked together for 4 years now and every single day I am still motivated by her drive, high expectations, and passion for our goals. I have had so many heroes at this company, I owe them so much and now I work every day to have a similar impact on my own team. When you collect a bunch of people that truly love and are passionate about animals, it’s more than just a paycheck. Trupanion is a special place and I feel so grateful and lucky that they believed in me, saw my potential, and helped me grow!

The company is very committed to the work it's doing and how its mission is beneficial to pets, pet owners, and veterinarians. As a matter of fact, the company is staffed with an inordinate amount of people from the veterinary world, and so they have a real stake in and passion for making pet insurance better for everyone. Like most companies in 2020 however, they've met challenges in transitioning to remote work. New employees have thus had a harder time getting into the swing of the work thanks to remote onboarding and teams not exactly prepared to accommodate remote hires. Also depending on the teams one is working with, there may be different cultures of work and collaboration that may not translate well to remote work. Aside from the work, compensation and benefits tend to be on the more meager end of the industry scale, both in and out of tech (per my experience and the experience of friends and acquaintances in other departments). All that said, the work they do is important and being in an environment where everyone has pets (or at least loves them if they can't have them) is quite nice. The people that work at Trupanion and the mission that they are committed to are all great, and often do help to compensate for the downsides. As the company is still growing, I expect that in time, they'll be able to overcome these hurdles, however.

Trupanion is an excellent place to work. They'll provide the equipment, pay for your P&C licensing process, teach you everything you need to know to be successful in the role, they have a huge support system of both management and vet employees. What I can speak to the most tho is the company culture. As a person diagnosed bipolar, this year I experienced one of the worst manic depressive episodes that I've ever had. In the past, I've quit roles that I cared about in order to care to my mental health. My manager and the general leadership team were quick to offer what ever support I needed to make it through. When I realized I would need more time than I felt comfortable asking for, they supported me through the process of applying for disability. What I thought would be 1 month leave turned into 3 months and not once did I feel any pressure to get it together. They continually supported my needs and only ever checked in to make sure I was alive and well. I can't thank the team enough and I'm so grateful to be welcomed back in a manner that was also not too overwhelming. In a sales role, it is very rare to feel valued even when you're not producing. That's exactly what Trupanion does tho. They value their employees more than the bottom line. It's truly a one of a kind workplace & one that I hope to be apart of for years to come. 

This was, by far, one of the most toxic environments I've ever worked in. The culture is all about maintaining a facade of positivity, but it doesn’t take long to see through the cracks. Employees are treated as replaceable, and there’s no genuine effort to build trust or loyalty.

The management is absolutely suffocating. Micromanagement is rampant, leaving no room for autonomy or creativity. Every little task is scrutinized, and it felt more like being babysat than being trusted to do my job. There’s also a huge lack of direction from the top, which trickles down to middle management and leaves teams scrambling to prioritize the ever-changing demands.

Leadership fails miserably at communication, with vague instructions and last-minute changes being the norm. The company tries to present itself as innovative and collaborative, but in reality, it’s shallow, corporate, and riddled with office politics. It’s one of those "smile to your face, stab you in the back" kinds of places.

The experience left me completely drained and took a toll on my mental health. If you value a supportive, transparent, and empowering workplace, this isn’t it. Some people might enjoy the industry itself, but the leadership and culture make it unbearable.

Let me start by saying there is so much talent and intelligence at Trupanion, across so many teams. If actually allowed to shine, this company would truly flourish.

Unfortunately, leadership is stuck in its old ways. The GMs and vet marketing run the whole show (and are allowed to do so by spineless top leadership) despite having oh-so limited talent and knowledge beyond their very basic niche. You can bring them a thousand new ideas based on very real customer experience studies, and without failure they'll always wind up right back to their boring, ineffective ideas that were already outdated 10 years ago. And yet when performance doesn't improve, it's somehow everyone else's fault and never theirs. They contradict one another constantly and never respect the time or opinions of others. They've literally had entire departments fired (multiple times) just due to ill-placed blame and failure to self-reflect. 

So many wonderful employees have quit simply because of the poor leadership at this company, and they will continue to do so if nothing changes. Unfortunately, it likely never will because change has to come from the top.

Workplace culture is nice with your dogs being able to come to work, and there are some great people that work there. With that said, their pay structure, bonus structure and financial compensation is a joke. No room or chances for advancement, no raises for years, they don't take where you live into account for your pay, change salary positions to hourly ones that make barely above minimum wage in Seattle. No raises for 5 + years so you're making barely above minimun wage and new employees' wages as minimum wage in Seattle increases despite being a seasoned employee. Management doesn't help with advancement or these financial concerns and don't advocate for you because they've been drinking the corporate KoolAid for so long. Everything got worse under new CEO in terms of pay, raises and advancement opportunities. They do not care about their employees. The health benefits are really good, but thats about it!

At Trupanion, I feel seen, supported, and encouraged to own my role and grow as a human. Trupanion truly believes that you're your best self when you can be your real self at work. As an LGBTQIA polyam person, I'm able to be out and open about my life and partners at work without it being viewed negatively. I'm encouraged to seek knowledge and grow in any area I want, and I'm provided support, guidance, and feedback about my performance that helps me target my learning to be truly effective. I learn something new almost every day, and when I do see an opportunity for growth or change, I am empowered to do something about it. My leadership team is absolutely incredible in terms of providing opportunities and communicating with me about how to get to the next level. When COVID hit, Trupanion mobilized to move the entire company to WFH by March 5. Their response and transparency during covid has been EXCEPTIONAL. 


I work evenings and I am working from home. I love my schedule, how easy it is to take days off and use PTO. The compensation is great for me as a CVT compared to what I was making in a practice, and the bonuses are great! I work as a claims specialist (claims adjuster) and my bonuses are $1000 a month after tax, which is so awesome. I work hard to get it, but that's why I like working here, there harder you work, the more you are rewarded. It's only stressful when we get lots of critical claims coming in at once, but it gets easier the more you get used to closing claims. I feel supported by my managers and it's great having all the Teams groups and chats as you don't feel alone and so secluded since there are real people that you get to make connections with and talk to during your shift. My only regret is not applying sooner. 

Top Job Titles	Average Salary
Member experience specialist 9 salaries reported	$20.78 per hour
Account manager 3 salaries reported	$60,500 per year
Manager 6 salaries reported	$87,500 per year
Field sales representative 14 salaries reported	$16.71 per hour
Medical records coordinator 3 salaries reported	$24.00 per hour

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