Embrace Pet Insurance Reviews
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About Embrace Pet Insurance
Embrace Pet Insurance offers coverage for dogs and cats and reimburses pet owners for preventative veterinary care, grooming and behavioral training with no per-item limits. Embrace charges a monthly premium and helps cover expenses if your pet needs emergency medical attention or another service.
Visit www.embracepetinsurance.com- Use any vet
- Offers vanishing deductible
- Accident-only coverage
- Not all policies available online
- No zero-deductible options
Embrace Pet Insurance Reviews
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- 4,977,043 reviews on ConsumerAffairs are verified.
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Reviewed Aug. 8, 2026
Been with Embrace for over 10 years, and their prices are forcing me to go elsewhere. Currently overpaying over $100.00 for 1 cat with no health issues. It's time to end this craziness!!!
Hello Rick,
We understand that premium increases are challenging and we sincerely regret any disappointment you've experienced. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace, but the reality of the premiums is that they do go up over time as our pets get older to account for the increasing risk of illness and injury. Please know that you have options and our team is here to help you review your plan, explore ways to adjust your coverage, or find alternate coverage to keep a level of protection in place. Our goal is to work closely with each policyholder to explore personalized solutions to support you during this time, so if you have any other questions or would like to explore those options further, please feel free to reach out to our Customer Care team and we're happy to provide additional assistance.
Best regards,The Embrace Team
Reviewed Aug. 7, 2026
I am very pleased with my pet insurance for my dog, Embrace. Embrace makes a claim process super easy. Wouldn’t have a question; you actually talk to a real person, not to a robot, and overall Embrace does a super good job all the way around. I am very pleased with Embrace.
Hello Bobby,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've had a positive experience with our team. We're also grateful for your kind words and continued trust. Thank you for taking the time to share your experience!
Best regards,The Embrace Team
Reviewed Aug. 7, 2026
Called to cancel my pet insurance due to a large increase in price. Talked with the agent who was able to get a better price than the one I signed up with so I will be staying. It is always good to be able to deal with a good agent. I am very hard of hearing and the agent was very patient and understanding.
Hello Roy,
We understand that premium increases can be challenging, and our goal is to work closely with each policyholder to explore personalized options and adjust coverage as needed to support you during this time. We're happy to hear our representative was able to assist you with a solution that best fit your needs and budget, and we sincerely appreciate you taking the time to leave us a review!
Best regards,The Embrace Team
Reviewed Aug. 7, 2026
I have tried several other pet insurance companies and none were as helpful in enrollment, comprehensive coverage, and follow up answers to questions from customer service. I appreciate easy access to a human when help is needed.
Hello Jennifer,
We're thrilled to hear that our enrollment process, comprehensive coverage, and consistent support exceeded your expectations. We pride ourselves on providing exceptional customer service and we sincerely appreciate you sharing your positive experience!
Best regards,The Embrace Team
Reviewed Aug. 5, 2026
I have paid Embrace every month for 7 years for two dogs, with almost no major claims (currently paying $257 a month). The first time I needed real coverage — a medically necessary carnassial tooth extraction — Embrace denied the entire $810 bill over a wording technicality. My vet performed a standard Level 2 extraction, which always includes cleaning the tooth and surrounding area while the dog is under anesthesia. This is not optional, not cosmetic, and not a “wellness cleaning.” It is part of the surgical procedure. Every vet does it this way. Embrace refused to cover any part of the surgery because the vet bundled the procedure exactly the way every veterinary office does. They insisted on separating out an imaginary “cleaning” cost that does not exist as a standalone service. They used this loophole to deny the entire claim.
I spent hours on the phone, nearly in tears, trying to get Embrace to honor the coverage I’ve paid for year after year. Their handling of this was dismissive, inflexible, and completely out of alignment with standard veterinary practice. If Embrace will not cover a major tooth extraction — one of the most common significant dental procedures in dogs — then what exactly are customers paying for? I cancelled my policy immediately. I strongly recommend that anyone considering Embrace look elsewhere. Their marketing promises compassion and coverage. My experience delivered neither. Unbelievable the way they do business...it's a scam.
Hello Sara,
We are sincerely sorry to hear that your experience with our company has not met your expectations. Dental cleaning specific charges are not eligible for coverage under the accident and illness insurance, they are only eligible for reimbursement under our optional add-on Wellness Rewards plan. If the invoice only has one group charge that includes a dental cleaning, we need to see a full breakdown of the group charge in order to reconsider coverage for the claim under the dental illness sublimit. We understand obtaining the additional breakdown can sometimes be frustrating, but our goal is to maintain accuracy and quality in processing your claim. We see you've spoken with a team member regarding your concerns and we are sorry to see you go, but we understand you must do what you feel is best for you and your pets. If you have any additional questions or concerns, please feel free to reach out to embracesocial@embracepetinsurance.com with your name and policy number and we're happy to assist as we are able.
Best regards,The Embrace Team
Reviewed Aug. 5, 2026
Embrace has been a life saver. Not only have they been there for the most difficult times, but they have also been able to keep me sane with the high cost of care. Embrace is a company that is very transparent and even helps you when you need ways to get medical issues covered. I love that USAA has partnered with them.
Hello Raymond,
We're proud to be partnered with USAA and strive to provide the best service for you and your furry family members, so we're glad our team has met your expectations! We sincerely appreciate your kind words and you taking the time to leave us a review!
Best regards,The Embrace Team
Reviewed Aug. 3, 2026
Embrace charges reasonable premium rates. Embrace is very quick to process claims, and very prompt with submitting reimbursement to customers once a claim has been approved. I had a cat that got very sick, and in a short period of time, she racked up thousands in medical bills. Embrace paid them all promptly - within days of submitting the claim. Their staff is very kind, caring, and professional.
Hello Sharon,
We're committed to treating each Pet Parent with the utmost professionalism and ensuring peace of mind when it matters most, and we are glad your policy was there to help during your time of need. We appreciate you choosing Embrace for your pet health insurance needs and thank you for taking the time to share your experience!
Best regards,The Embrace Team
Reviewed Aug. 3, 2026
Fantabulous, thank you for an experience of learning to work with people who cares. People like Nick who takes pride in his work. Nick walked me through the process and assured me him or someone like him is always there to help get the process right so my pet gets the care it needs. Poopsie, Mickey and I are overjoyed to have Embrace to help. They really care!
Hello Alan,
Our team at Embrace, many of whom are pet parents ourselves, genuinely cares about the well-being of our pet parents and their pets, so we sincerely appreciate your kind words and you taking the time to share your feedback! Thank you for choosing Embrace to help keep Poopsie and Mickey healthy and happy!
Best regards,The Embrace Team
Reviewed Aug. 1, 2026
Coverage is definitely not as advertised. Even if you are meticulous in your record keeping and provide detailed reports from your Vet, they always find ways to say that something was pre-existing (even if the Vet assured it wasn't something to worry about yet), and therefore not covered. They take your money and offer no actual coverage of things like ultrasound imaging. Their staff strives to make sure you are kept on hold for hours at a time hoping you are too frustrated to follow up. They demand detailed reports and test results (sometimes multiples of the same results). Their goal is to collect your premium and not pay out on claims. Do your research and read as many reviews as possible before selecting an insurance carrier for your pet.
Hello Heather,
We want to assure you we are committed to providing consistent and comprehensive coverage for pets throughout their life, with 92% of the claims we receive qualifying for coverage, and we sincerely regret any disappointment you've experienced with our company. We strive to be as upfront and transparent as possible about the coverage regarding the exclusion of pre-existing conditions (defined as anything noted as symptomatic or diagnosed prior to the start of the policy and through the initial waiting or exclusionary periods). Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders; however, if you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We were unable to locate your account to view the specific details of your claims, but please feel free to reach out to embracesocial@embracepetinsurance.com with your name and policy number and we're happy to provide further assistance.
Best regards,The Embrace Team
Reviewed Aug. 1, 2026
Embrace is very easy to use. Everybody is friendly, professional, and helpful. You get your reimbursement really quickly. We have been very satisfied with Embrace. I would highly recommend it to everyone!
Hello Catherine,
We're happy to hear you've experienced friendly and professional service from our team and we sincerely appreciate you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed Aug. 1, 2026
I am very pleased with the care and compassion that has been shown to me. The claim process is very easy to initiate and settled very quickly. It is affordable and seems fairly priced. The reimbursement has been prompt and as it's an automatic deposit there is no waiting.
Hello Patricia,
We're happy to hear you experienced helpful and compassionate service from our team. We're committed to providing exceptional service and coverage for our policyholders, so we sincerely appreciate your kind words and you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed July 29, 2026
I had called several insurance agencies about ensuring my pet. Each time I called I got a different person and had to go through the entire story from beginning to end. I appreciate the fact that I Embrace I spoke to the same person every time I called and the fees were more reasonable than most of the others.
Hello Jo Ann,
Welcome to the Embrace family! We appreciate you taking the time to leave us a review, and we're glad to hear you were satisfied with the sign-up process and had a positive experience with our representative. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage!
Best regards,The Embrace Team
Reviewed July 28, 2026
My pet has had numerous claims for me to submit. Embrace has reviewed them and when it required additional information, it was never a stalling tactic that other insurance companies may have tried. I called them today for an update on their status and was quite satisfied when speaking to their representative. I have tried other pet insurance companies and Embrace was far better in comparison.
Hello Alan,
We strive to ensure all claims are processed efficiently and as quickly as possible, so we're glad to hear you've had a positive experience and we appreciate you taking the time to share that feedback!
Best regards,The Embrace Team
Reviewed July 28, 2026
I’ve had Embrace now for almost 15 years and I would never change it for the world. They make you feel like you’re the only customer they have and they care very much about your Pets well-being and they also care about the owners and answer every question to the best of their ability, very professional, compassionate, kind, caring. They make sure before they end the conversation that all your problems have been addressed and they’ve answered everything. The best of their ability. I highly recommended Embrace if you’re needing insurance for your Pets. A very very good company to get.
Hello Debra,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced professional and compassionate service from our team. We're truly grateful for your kind words and your continued trust, and we appreciate you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed July 27, 2026
Their customer service is wonderful. They always explain things to me and are so nice about it. App is easy to navigate and I can submit claims with ease. My coverage is exactly what I wanted and there's always the option to change my policy if my baby's need changes.
Hello Sherry,
We're committed to providing exceptional service and coverage for our policyholders, and we're thrilled to hear you've had a positive experience with our team! Thank you for the kind words and for taking the time to leave us a review!
Best regards,The Embrace Team
Reviewed July 24, 2026
My pet insurance representative Jody, was absolutely wonderful! He was friendly, patient, and took the time to answer all of my questions. He made the process easy to understand and helped me choose the best coverage for my dog without any pressure. Excellent customer service. I truly appreciate his kindness and professionalism!
Hello Sarah,
We strive to provide our customers with knowledgeable support and we’re happy to hear you had a positive experience with our representative. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage. Thank you for taking the time to share your feedback and for choosing Embrace to help keep your furry family member healthy and happy!
Best regards,The Embrace Team
Reviewed July 23, 2026
Happy to take premiums, but not so happy to actually pay claims. Endeavors to stall, delay, and obfuscate with multiple requests from vet providers for the same information, even though emails acknowledging receipt of documents show that they DID get the requested information. Unfortunately, though, they seem to fit the general mold of insurance companies, human or animal, it being more about "money in" than "money out'. Actions speak louder than words.
Hello Michael,
We sincerely regret to hear that your experience with our company has not met your expectations. The first accident or illness claim submitted will typically take about 30 business days to process. During this time, we work directly with you and your vet to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your customer account. Sometimes an automated email request may go out before we've had a chance to update it in our system and we apologize for any confusion that may have caused. We also want to assure you that once the Medical History Review is complete, it’s a much smoother process moving forward! We see that you recently spoke with one of our representatives regarding your concerns, but if you have any additional questions or need further assistance, please don't hesitate to reach out and we're here to help. Your feedback is invaluable, and we want to assure you that we will use it to continuously improve our services.
Best Regards,The Embrace Team
Reviewed July 17, 2026
At this time, I am very frustrated with Embrace; they do not update customers on claim status, fail to respond to communication attempts in a timely manner and are misleading when asked about claim reimbursement. When we signed all of our pets up with Embrace, I was told by company representatives that reimbursement on claims was quick and usually within 48 hours. Our experience thus far has been horrible, and I am waiting on our claim to be reviewed and for reimbursement. I am not sure if staying with them is a good option for us. We will see how the rest of this claim goes.
Hello Christy,
We sincerely regret any frustration you experienced with the claims process. The first accident or illness claim submitted typically takes about 30 business days to process. During this time, we work directly with you and your vets to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your customer account. Once the medical history review is complete, it’s a much smoother process moving forward and our standard processing time for claims is 10-15 business days. We see you've spoken with a representative regarding your concerns, but if you have any additional questions please feel free to reach out to our Customer Care team and we're happy to help.
Best regards,The Embrace Team
Reviewed July 16, 2026
I was shopping pet insurances because my current one was very disappointing and i had enough. I shopped Embrace after 5 others and was most pleased with the service, explanations and process.Very user friendly and flexible.
Hello Sheryl,
We understand the importance of finding the right pet insurance for your needs, and we're grateful you chose Embrace to help keep your furry family member healthy and happy! We also sincerely appreciate you taking the time to share your experience!
Best regards,The Embrace Team
Reviewed July 16, 2026
For my first-ever purchase of pet insurance for my puppy "King" ( a Biewer terrier), I was expertly assisted by customer service representative Wesley on the telephone. I am grateful for the personalized service he afforded me. He was extremely pleasant and professional. He explained added coverages I might have missed if I had done the process myself online.
Hello Catherine,
We’re happy to hear that your experience with Wesley was satisfactory and that their product knowledge helped to guide your decision to choose Embrace. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage. Thank you again for taking the time to share your experience and for choosing Embrace to help keep King healthy and happy!
Best regards,The Embrace Team
Reviewed July 15, 2026
It has been a pleasure working with Embrace Pet Insurance, quick returns for your pet's bills and always answers any and all questions! So I highly recommend for your pets. You never know when they can have a accident or get sick.
Hello Sharon,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with your policy and we sincerely appreciate your recommendation!
Best regards,The Embrace Team
Reviewed July 10, 2026
Well, let me tell you, when I called in from USAA, the sales lady was very compelling and did a great sales pitch. SO I bought the insurance for my Senior German Shepherd, thinking and knowing he did not have any preexisting conditions. Paid 2 months into the policy ($150) about each month, then they Embrace wanted a annual exam.
Our Max had not been to the vet in over a year and never had any issues. SO we got the exam on the Military base, and the CPT said he was fine, a little overweight and showing signs of hip dysplasia and recommended a monthly pill called (Librela) would help. SO unfortunate they did not carry this and we would have to get it from another provider. We went to our Local VCA, and the Vet did a very quick overview of Max and said everything was fine; he got the shot. And we were told the shot might give him a little big of lethargy and then ok, BUT NO. 10 days later his spleen busted and we raced him to that Vet and sure enough, no coming back from this.
SO I filed a claim and there was 2 words in a document buried from the 2025 visit (Choppy gait), which apparently this is a preexisting condition, SO face forward no claims were paid out, or I should say $105 ish and nothing else over $1000 paid out $100 because pre existing. BE very aware of what you are signing and getting into. LOOK at all your doctor's notes before you get a policy. LESSON Learned: 2 words in a buried vet note killed our chances of getting insurance. Usually a Vet gives you an invoice, and you pay. Very rare unless you ask for it, the vet's notes, read carefully and exam just in case because these people take your money without regard. And to top it off, it took about 30 days to get a denied claim. On top of that, I was told via chat that the policy will cancel once I told them Max passed, but it did not. I had to call in, and I am hoping, as the lady said, it will be closed.
Hello Robin,
First and foremost, we are so very sorry for the loss of your beloved dog! Please know we are sending well wishes and our hearts go out to you as you navigate this challenging time.
We strive to be as upfront as possible about our coverage and the exclusion of pre-existing conditions, which are defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting and/or exclusionary periods. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. We understand this was not the outcome you were hoping for and we sincerely regret any disappointment you experienced. We see a team member has followed up to provide further information regarding your policy cancellation, but if you have any additional questions please feel free to reach out to our Customer Care team and we're here to help.
Best regards,The Embrace Team
Reviewed July 7, 2026
Very disappointed with Embrace. I had insurance with them in the past and had a great experience; however, apparently, everything has changed. They offer an orthopedic report card for your dog to waive the 180 day waiting period to be filled out in the first 14 days. WARNING: This is invalid if you live in AL, AK, AR, AZ, CO, CT, DC, DE, FL, GA, HI, ID, IL, IN, IA, KY, MA, ME, MD, MI, MN, MS, MO, MT, NE, NJ, ND, NV, OH, OK, OR, RI, SD, TN, TX, UT, VA, WV, WI, WY. This is a new policy as of September 2025. The language is not clear and is well hidden. So if you think you are getting insurance and a waiver for the 180-day waiting period, think again. We used this waiver in the past, and although my pup has never had an orthopedic condition, it gave me peace of mind.
Hello Sarai,
We regret any disappointment you experienced with our change in policies. Waiting periods and exclusionary periods do vary from state to state to ensure that we are in compliance with each state's regulations. The absence of the orthopedic report card in some states is due to a different orthopedic exclusionary period being put into place in those states. While there is no orthopedic report card to reduce the time frame of this exclusionary period, it is narrowed down to four specific conditions as opposed to all orthopedic conditions as a whole. The acknowledgements that are agreed to upon purchasing a policy do direct pet parents to review their policy terms and conditions for the details on their waiting and exclusionary periods, where this is outlined.
We appreciate you taking the time to share your experience with us and we are always looking for ways to improve. We see you have been in contact with our representatives already. If we can be of any further assistance please do not hesitate to reach back out!
Best Regards,The Embrace Team.
Reviewed July 6, 2026
WARNING TO ALL CAT OWNERS: I was just told by an appraiser at Embrace that the company not only will not cover treatment for FIP, they consider any cat positive for feline coronavirus -- which happens to be about 80% of the cats in the USA! -- to have a pre-existing condition that limits the available coverage and increases the cost of the insurance!!!!
Hello Iris,
Thank you for sharing your feedback. We truly value and appreciate your longstanding loyalty, and we regret that your recent claims experience was not as expected. We strive to communicate coverages, including any pre-existing conditions, as transparently as possible. We are unable to provide coverage for pre-existing conditions, as outlined in our policy terms and conditions as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods. Please know that while pre-existing conditions do limit what is covered on a policy, pre-existing conditions of any kind do not cause any change to your premium. We know that hearing that your pet has pre-existing conditions can be frustrating, and we do see that you've recently reached out and spoken with our representatives over the phone about your concerns. Our adjusters are your best source of information and resolution when it comes to your claims. Do not hesitate to reach back out if you need any further assistance!
Best Regards,The Embrace Team
Reviewed July 2, 2026
Embrace has been nothing but wonderful. I've had two pets covered with them now and one has since passed away and through that experience, which was quite brief due to her onset of cancer that we didn't know about, I really came to trust Embrace. I appreciate everything they've done for both of my dogs and they're always patient, very explanatory when needed, and have gone above and beyond to help me through some of these heart issues losing a pet at 6 years old.
I would recommend them explicitly as they have done nothing but been supportive and quick to reimburse claims and even overturned and appeal diagnosis that my veterinarian was involved in writing a letter about. To me I felt heard after this. It was quite a large diagnosis and her letter and the claims team work together to encourage me to appeal this and it actually worked. I just feel embraced as the best to work with. They really care for your animals and as a USAA member I get a very very fair premium.
Hello Kim,
Our fur babies hold such an important place in our hearts and we know saying goodbye is never easy. We are glad to hear though that you've had positive experiences with our team and the processing of your claims during this difficult process. We understand the importance of finding the right pet insurance for your needs and we're truly grateful for your continued trust. Thank you for taking the time to share your experience!
Best regards,The Embrace Team
Reviewed July 2, 2026
All 3 staff members I have spoken to have all been kind and understanding. I hope you keep this service going as time goes by. They really seem to care about my pets and questions concerning my pets' coverage.
Hello Lydia,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced kind and understanding service from our team. We sincerely appreciate your kind words and you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed June 30, 2026
repeated tries by Andrea we finally uploaded current info and save it in my account. Thank you Andrea….
Hello Richard,
We're glad to hear that our representative was able to quickly address your concerns and resolve the issue. We sincerely appreciate you taking the time to leave us a positive review!
Best regards,The Embrace Team
Reviewed June 25, 2026
That has changed completely! I hear that they've been bought out by another firm, so that can be the issue. As I mentioned, my dogs never created a deficit in their spending. By last year, they were charging me over $500 a month to insure my two dogs. This year, they quoted me $900 a month. I guess it was their way of saying, although we've insured your dogs for years, we're done now.
In the past few years, the paperwork has been confusing and a lot of work to submit, requiring much more time than in previous years, perhaps intentionally hard to discourage claims?? Finally, I quit after many years. I submitted the invoices for the last claim, and for some reason they were having problems with them. I submitted them well within the time period that I was quoted for clients leaving the company. Again, back and forth with the company. On the company's website, the claim was listed as "on hold."
I had received an e-mail from an Embrace insurance adjuster about the claim. I consulted an insurance expert, and he said that they're finding that AI is being used with these insurance companies and is causing a problem. He separated out the two invoices associated with this claim, and I sent them back to the Embrace adjuster with an explanation. She thanked me and said that this claim could finally be processed. I just checked with Embrace...apparently, my submittal was "too late" to get processed, therefore an expensive test and some medications for my dog won't be covered...what a scam!!
Hello Linda,
We understand that premium increases are challenging. Each year, Embrace conducts a data analysis, and it is these findings that help us to determine increases in premium pricing for all policies for the term ahead. Our renewal increases are based on multiple factors including the age of the insured pet(s), tenure of the pet(s) on the policy, and veterinary inflation. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace, but the reality of the premiums is that they do go up over time as our pets get older to account for the increasing risk of illness and injury.
When submitting a claim, a qualifying invoice will have the pet’s name, the date of service, an itemized list of products/services and their costs, and the grand total including any taxes, fees, discounts, shipping costs, etc. We are unable to use account statements/combined invoices and require individual itemized invoices for each separate date of service, which is why your claims were initially set to pending. Once the correct invoices were received, there was an error with the claim date and we apologize for any confusion that caused! We see a team member has followed up to further address your concerns and provide clarification and resolution. If you have any additional questions, please feel free to reach out and we're happy to assist you further.
Best regards,The Embrace Team
Original Review: June 25, 2026
A real nightmare. This company has no morals and appears to do everything possible to avoid paying legitimate claims. I have chosen an insurance plan that covers accidents. When my cat, Pickles, broke her hip, I took her to a veterinarian who diagnosed the fracture. We then went to another facility where she underwent surgery. I submitted claims for both visits, and that is when the problems began. They repeatedly requested the same medical records, even after both I and the veterinary providers emailed them multiple times. Every time I called, I received a different explanation from a different representative. We continued resending the documents they requested, over and over again. At one point, a representative asked for the visit notes. I explained that the visit notes were already included in the medical history and treatment records that had been submitted. Nevertheless, both the providers and I sent them again.
The claim was then marked as being under review, but the very next day I started receiving the same requests for medical history all over again. In my opinion, this company is deliberately creating unnecessary delays and obstacles in an attempt to avoid paying claims. The process has been frustrating, time-consuming, and completely unacceptable. Do yourself a favor and avoid this company. I will keep warning customers on all kinds of social media and review sites. I will not allow this company to keep fooling customers. Also, a legal action is underway. Basem **
Hello Basem,
We regret any frustration you've experienced with the processing of your claims and we're happy to provide clarification. In order for us to process any accident or illness related claims, we are required to complete a Medical History Review for the pet. We do offer an option to complete this review upfront, but if it's not requested, we do not review the medical records until the time of the first eligible accident or illness claim submission. This information is also stated in our onboarding emails. In order to complete the review, the medical history we look for includes doctor's and/or chart notes in which the vet has recorded examination findings, pet’s health status, and test results (if applicable). Our standard processing time for the Medical History Review is 30 business days, but it can take longer to complete the review if we do not receive the requested records. We see a team member has followed up with you to provide additional information and if you have any other questions, please feel free to reply to them directly and they will be happy to help. Once all the required records are received to complete the review, the claims will be re-opened and processed.
Best regards,The Embrace Team
Reviewed June 25, 2026
I had reviewed Embrace earlier as an easy company to do business but held off a full endorsement until I saw invoice payout. I can now say Embrace has my full and complete endorsement. Great company.
Hello Stanley,
Thank you for taking the time to share your experience! We're grateful for your continued trust and appreciate you choosing Embrace to help keep your furry family members healthy and happy!
Best regards,The Embrace Team
Reviewed June 24, 2026
Subject:* Kudos for Jacob – Outstanding First Call. This was my first call to your help center after finally signing up with Embrace Pet Insurance. It took me months to gather the information I needed to decide on the best insurance for my four dogs. I called to enquire about how to submit the latest physical examination for all four dogs. Jacob was outstanding — patient and kind. I truly believe that frontline staff are the most important part of any company. Thank you for your professionalism and diligence throughout my queries.
Godwin **
Hello Godwin,
Thank you for sharing that feedback! We strive to provide excellent customer service and are happy to hear you’ve had a positive experience with our representative. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage!
Best regards,The Embrace Team
Reviewed June 24, 2026
The customer service was excellent. When you go online to get a quote it seems very expensive but when Tiffany called me she broke everything down and I got exactly what I needed for my fur babies at an affordable price.
Hello Melanie,
We're glad to hear you had a positive experience with our representative and we appreciate you taking the time to leave us a review!
Best regards,The Embrace Team
Reviewed June 24, 2026
I had never heard of the service before. They were recommended by my car insurance USAA. The woman I spoke to gave me a lot of information and a phone number that actually didn't involve AI. When I later had a problem, she fixed it right away. Very refreshing.
Hello Joanne,
We strive to provide our customers with knowledgeable support and we’re happy to hear you had a positive experience with our representative. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage. Thank you for taking the time to share your feedback and for choosing Embrace to help keep your furry family member healthy and happy!
Best regards,The Embrace Team
Reviewed June 17, 2026
The process of establishing insurance is so easy and the return on claims is super quick. Response comes almost immediately and the customer service is always great!!! I’ve had other insurance and it was such a hassle and so much paperwork. Submitting a claim is done with a few clicks!!
Hello Janice,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service!
Best regards,The Embrace Team
Reviewed June 16, 2026
I did submit a review on John who I got insurance for our dog through. Without his explanation of everything, I probably would have gone with another company. He was very thorough and complete. Thank you, John.
Hello Ann,
We strive to provide our customers with knowledgeable support and we’re happy to hear you had a positive experience with our representative. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage. Thank you for taking the time to share your feedback and for choosing Embrace to help keep your furry family member healthy and happy!
Best regards,The Embrace Team
Reviewed June 15, 2026
Embrace pet insurance has been a solid investment for our family. We have two pets and mainly wanted insurance for anything that would come up and be extensive care. The cost to us for our specific situation was easy to determine as well as fully understanding the benefits of that coverage. I did have a clarifying question the first time I had to submit a claim and was able to speak to a human being with very little wait time and had friendly, competent care in the process. Highly recommend the service.
Hello Linda,
We're committed to providing exceptional service and coverage for our policyholders, so we're glad to hear you've had a positive experience with our team! Thank you for sharing your feedback and choosing Embrace to help keep your furry family members healthy and happy!
Best regards,The Embrace Team
Reviewed June 15, 2026
Customer service was awesome. It was a pleasure in talking to them as they were very patient. Answered all your questions. Wasn’t pushy. And the prices are very reasonable. Rebecca is #1 in what she does.
Hello Bobby,
We appreciate your kind words about our representative. We strive to provide excellent customer service and are happy to hear you had a positive experience!
Best regards,The Embrace Team
Reviewed June 14, 2026
We have had Embrace Pet Insurance since our furball was a puppy in 2013. Embrace has always processed claims promptly, the website is easy to navigate, the staff is very responsive to any concerns or questions, and military discounts are offered.
Hello Linda,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've had a positive experience with our team. Thank you for taking the time to share your experience and for choosing Embrace to help keep your fur baby healthy and happy!
Best regards,The Embrace Team
Reviewed June 13, 2026
I have enjoyed using Embrace for my pet insurance. It is super easy to submit claims on their app. And if you need customer service, they have the best! Customer service is knowledgeable, helpful and empathetic to your needs as a part parent.
Hello Julie,
We're thrilled to hear you've experienced knowledgeable and empathetic service from our team and have been satisfied with the processing of your claims. We're truly grateful for your kind words and continued trust, and we appreciate you taking the time to share your experience!
Best regards,The Embrace Team
Reviewed June 11, 2026
I have had Embrace Pet Insurance for a number of years and couldn’t be more pleased with their coverage, timeliness and customer support. All of my claims submitted were covered without question. Some of the claims were for simple illnesses and others were more complex (physical therapy, removal of cancerous cells by both surgeries and injections).
Thank you for sharing your positive experience with Embrace, Sandra. We're delighted to hear that our coverage, timeliness, and customer support have met your needs throughout multiple health struggles for your pet. We appreciate your many years of loyalty and appreciate your recommendation of our product and services!
Best regards,The Embrace Team
Embrace Pet Insurance Company Information
- Company Name:
- Embrace Pet Insurance
- Year Founded:
- 2003
- Address:
- 4530 Richmond Road
- City:
- Cleveland
- State/Province:
- OH
- Postal Code:
- 44128
- Country:
- United States
- Website:
- www.embracepetinsurance.com
