This article covers frequently asked questions about the Trupanion integration setup and usage within Neo.
See Set up Trupanion integration with Neo for more information about creating your Trupanion account and setting up your integration.
See Trupanion's Automated Exam Day Offer (Opportunity)s for additional information.
SETUP
Trupanion is available to Neo customers in the United States, Canada, and Australia.
To connect Neo and Trupanion, in Neo go to Administration > Integrations. In the Trupanion section, click Connect to search the Trupanion database for your practice. Then follow the prompts.
When complete, you will see your Trupanion Hospital ID displayed along with a status of Connected.
If your practice is not found after you click Connect or you do not have a Trupanion Hospital ID, call Trupanion Partner Support.
- United States and Canada: 1-877-589-1862
- Australia: 1300 330 234
For other questions, contact Neo Support.
See Set up Trupanion integration with Neo for more information.
Upon successful integration with Trupanion, canine and feline breeds from your Neo patient Breeds list are automatically matched to Trupanion’s breed list. This is required so Trupanion can generate the Exam Day Offer (Opportunity) for eligible patients.
However, there may be misspellings or abbreviations in your breed list the matching was unable to recognize.
We recommend you review your Breeds list in Administration > Patient Settings and update, as needed. When you add a new canine or feline breed, you must manually map it to a Trupanion breed.
Note: Only canines and felines are eligible for Trupanion's Exam Day Offer (Opportunity); so you do not need to map other species' breeds.
The Trupanion mixed breeds list is streamlined to species and, for canines, weight ranges. For example, "Feline, Mixed Breed (Cat)", "Canine, Mixed breed Small (up to 20lbs when full grown)".
This does not change your Breed list in Administration > Patient Settings or the patient's breed of record.
USAGE
For information about Trupanion's Exam Day Offer (Opportunity), visit https://vet.trupanion.com/automated-offers-info.
When a client agrees to share their contact information with Trupanion, the Exam Day Offer (Opportunity) will be sent to the client’s email address on record.
If the client has a mobile number recorded, the Exam Day Offer will include an option to receive text messages from Trupanion. If the client opts-in, the Exam Day Offer (Opportunity) will be sent by text message in addition to email.
Note: When a client opts-in, it is only for Trupanion communications during the Exam Day Offer (Opportunity) period.
Clients and patients qualify to receive an Exam Day Offer (Opportunity) if they meet the following criteria:
- Client information
- Valid email saved to record
- State and postal code are in the United States, Canada, or Australia
- Patient information
- Species – Canine or Feline
- Breed of record is matched to the Trupanion breed
- Age between 0 – 36 months
- Patient has qualifying “healthy” appointment scheduled
On the day of the appointment, the appointment must be checked in to Arrived status (click the Not Arrived or Late status) to open the Exam Day Offer (Opportunity) form.
You also have the option to open the Exam Day Offer (Opportunity) from the new Consultation page. Click the Send Insurance Offer button under the date picker on the upper-right to begin.
Before the Exam Day Offer (Opportunity) is sent, you will be prompted to:
- Complete any missing or invalid client and patient information.
- Indicate client consent to provide their contact information to Trupanion.
See Send Trupanion Exam Day Offer (Opportunity) for more information.
"Healthy" appointments include appointment types for new clients and patients; wellness or preventative care; vaccinations; and spays and neuters.
The Exam Day Offer (Opportunity) will automatically display when you check in an eligible patient healthy appointment for an eligible patient.
Note: You will be prompted to update any missing or invalid client and patient information before you can send the Exam Day Offer (Opportunity), as applicable.
See Send Trupanion Exam Day Offer (Opportunity) for more information.
An Exam Day Offer (Opportunity) can be sent a maximum of two times per patient.
A second Exam Day Offer (Opportunity) can be sent only:
- within 180 days of the first one being sent; and
- provided the client did not activate the first offer.
Contact your Trupanion Territory Partner or call Trupanion Partner Support at 1-877-589-1862.
Enter Trupanion and the patient insurance policy number in the Insurance Company and Policy Number boxes, respectively, on the patient Overview tab.
Note: The insurance name will display in the patient quicklist and can be used as a filter on the patient Search.
If your practice is manually recording the Insurance Name in the patient record, the Patient Mailing Lists with filters for Products and Signalment CSV export will include the Insurance name field.
Note: Patients must have at least one consultation created in the specified date range to display in the report output.
TROUBLESHOOTING
You will be required to enter any missing or invalid client or patient information in the Insurance Offer Eligibility window to confirm whether the patient has an existing policy and meets the Exam Day Offer (Opportunity) program criteria.
| Client Fields | Patient Fields |
|
Address* |
Species* |
Note: Only fields that have missing or invalid information will be displayed in the Exam Day Offer window. Any information entered in the Exam Day Offer window will save to the client and patient record accordingly when you check the patient’s eligibility.
Trupanion requires the exact sex of the patient to extend an Exam Day Offer (Opportunity) to a client.
If an Exam Day Offer (Opportunity) is not showing when you check in a patient appointment:
- Verify the client and patient qualification criteria.
- Make sure the patient visit is scheduled with a qualifying appointment type. For example, well visit, preventive care, vaccinations.
- Check the patient’s breed of record is mapped to the Trupanion breed.
- Confirm the client has a valid email address recorded.
- Make sure the appointment status was updated to Arrived.
Additionally, the Exam Day Offer (Opportunity) will only display with each qualifying visit for eligible patients when the offer:
- has not been sent to the client twice within 180; or
- was sent more than 180 days ago.
The Send Insurance Offer button will be disabled on a consultation when a patient is determined to be ineligible for the Exam Day Offer (Opportunity).
- Patient's existing informatino does not meet the Exam Day Offer (Opportunity) requirements.
- Species - Canine or Feline
- Breed of record is matched to the Trupanion breed.
- Age between 0 - 36 months (3 years).
- Disqualifying information submitted through the Insurance Offer Eligibility window. For example, patient is over 3 years of age.
Currently there is no way to determine when or if an Exam Day Offer (Opportunity) has been sent to a client.
We recommend adding a patient alert to indicate the Exam Day Offer was sent, including the date.