Site Notice
Entity Information
Smart Paws GmbH, trading as Trupanion (Basel Branch) Innere Margarethenstrasse 5 4051 Basel
Commercial Register Office: Basel City | CHE-416.932.845
Represented by: Sven Isenberg
Contact E-mail: info@trupanion.ch
Business registration
The business registration according to §34d para. 1 GewO was issued on 30.07.2019 by the Chamber of Industry and Commerce of Lübeck.
Supervisory authority
We act as a tied-agent of European Travel Insurance ERV, St. Alban-Anlage 26, 4002 Basel. For more information, please click . For the Federal Financial Supervisory Authority, known as FINMA, please click for more information.
Professional title and professional regulations
Job title: Insurance intermediary Competent Chamber: Chamber of Industry and Commerce of Lübeck Awarded by: Germany The following professional regulations apply: Regulations can be viewed at:
Information on professional liability insurance
Name and registered office of the insurer: R+V General Insurance AG Niedersachsenring 13 30163 Hanover
Scope of the insurance: GERMANY
EU dispute resolution
The European Commission provides a platform for online dispute resolution (OS): Our e-mail address can be found above in the imprint.
Trupanion complaint process
We take complaints about the service and product that we offer you seriously and want to hear from you if you are not completely happy with the service you have been provided with so we can try to address your concerns.
How to complain
If you wish to make a complaint, please contact us directly in the first instance so we can try and resolve your issue.
by telephone:
by email:
by mail: Smart Paws – t/a Trupanion GmbH | Gutenbergstrasse 3 | 23611 Bad Schwartau | Germany
We may need further information from you to help us reach a decision, please respond promptly to those requests so that we can resolve your complaint quickly.
What we will do
If your complaint cannot be resolved through a phone conversation with us, we will:
Acknowledge your complaint promptly by email or post.
Investigate your complaint thoroughly and as quickly as possible.
Keep you informed of the progress of your complaint within four weeks of receiving it
If it has not already been resolved:
Provide you with a final response letter confirming our investigation and conclusion in no later than eight weeks of receiving your complaint.
Our promise to you
Investigate your complaint diligently and impartially
Keep you informed about the progress of your complaint
Try to resolve your complaint within three business days. For more complex issues, we may need a little longer to investigate
Respond in writing to your complaint as soon as possible
If you are not satisfied with our response or we have not completed our investigation within eight weeks, you have the right to take complaint to the Financial Ombudsman Service. For more information about the Ombudsman, click .
Referral to the financial ombudsman service, does not affect your statutory right to take legal action against Trupanion. After going to the Ombudsman, you can opt to go to their applicable Federal Financial supervisory Authority: FINMA, noted above.
Consumer dispute resolution/universal arbitration board
We are not willing or obligated to participate in dispute settlement procedures before a consumer arbitration board.
Liability for contents
As a service provider, we are responsible for our own content on these pages in accordance with the general laws in accordance with § 7 Abs.1 TMG. According to § 8 to § 10 TMG, however, we as a service provider are not obliged to monitor transmitted or stored third-party information or to investigate circumstances that indicate illegal activity.
Obligations to remove or block the use of information according to the general laws remain unaffected. However, liability in this regard is only possible from the time of knowledge of a concrete infringement. Upon notification of corresponding violations of the law, we will remove this content immediately.
Liabilities for links
Our offer contains links to external websites of third parties, on whose content we have no influence. Therefore, we cannot assume any liability for this external content. The respective provider or operator of the pages is always responsible for the content of the linked pages. The linked pages were checked for possible legal violations at the time of linking. Illegal content was not recognizable at the time of linking.
Permanent control of contents for linked sites, however, without tangible indications of legal infringement, cannot reasonably be expected. Where legal violations become known, we will promptly remove such links.
Copyright
The content and works on these pages created by the site operators are subject to Swiss, United States, and International copyright law. The duplication, processing, distribution and any kind of exploitation outside the limits of copyright require the written consent of the respective author or Creator. Downloads and copies of this page are only permitted for private, non-commercial use.
Insofar as the content on this page was not created by the operator, the copyrights of third parties are respected. In particular, third-party content is marked as such. If you are nevertheless aware of a copyright infringement, we ask for a corresponding note. Upon notification of legal violations, we will remove such content immediately.