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.
- 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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- 4,880,395 reviews on ConsumerAffairs are verified.
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- 4,880,395 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
Reviewed March 10, 2026
Embrace Pet Insurance is the best. The company has knowledgeable and compassionate representatives who are readily available via telephone. Their service as far as superior to other companies offering pet insurance. I strongly encourage you to consider them as you seek the best possible insurance, and consumer care, for your pet.
Hello William,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced knowledgeable and compassionate service from our team. We sincerely appreciate your kind words, your recommendation, and you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed March 9, 2026
I have had nothing but a perfect experience with Embrace. The policy is easy to read and understand. The app is user friendly, payments are prompt. The customer service is great and friendly. They have accepted every invoice I've sent them and allow me to have my pets seen by a vet of choice. It's super easy to set up a policy, and to get answer on specific add on needed that you forget when trying to make sure your pet is covered.
Hello Alexander,
We strive to provide exceptional customer service and to process claims as efficiently as possible, so we're pleased to hear you've had a positive experience with our team! Thank you for taking the time to share your feedback.
Best regards,The Embrace Team
Reviewed March 6, 2026
When it comes to your pets, we pull out all the stops. They are our kids so I knew that my husband and I had to choose a pet insurance company that demonstrated customization, excellent coverage, history of paying claims, and for it to be easy to get reimbursed with a simple process if something does occur with our fur babies. We have 2 Persian Kitties that think they are toddlers and we don't want to worry about money or expenses should something arise with their health or wellness. Out of 12 pet insurance companies we researched, we found that EMBRACE gave us customization options, did not age discriminate, great coverage and a multi discount that was exceptional. We now have peace of mind.
Hello Carol,
We understand the importance of finding the right pet insurance for your needs, and we're glad you chose Embrace after researching various options. 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 your furry family members healthy and happy!
Best regards,The Embrace Team
Reviewed March 5, 2026
As a new member, I was not sure how the submission of my first claim would go and am delighted to say it was easy, comfortable and FAST. When I decided to modify the membership, the representative was wonderful and made it very easy.
Hello Vanessa,
We're glad to hear that you found the claims submission process quick and easy! Thank you for leaving that feedback!
Best regards,The Embrace Team
Reviewed Feb. 27, 2026
My first time using Embrace Pet, I was blown away with the customer service. I actually spoke to a live person not AI. I needed to register and file a claim online. Karen was Awesome! She walked me through the whole process including filing the claim and changing my password. By the time I changed my password and logged back in the claim was already processed. AMAZING!!! Highly recommend them!!!
Hello Janet,
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 Feb. 27, 2026
A claim I submitted was denied due to a pre-existing condition but could have easily been honored had the adjuster been transparent and asked if my pet had a procedure performed that would have removed the pre-existing condition. If denied a claim by Embrace always call in and ask questions.
Hello Teresa,
We regret any frustration you experienced with the processing of your claim. When processing claims, we go off of the medical record information we have received from your vet provider(s). However, any time you feel there was an incorrect assessment or there is additional information to provide, we welcome you to discuss your concerns with our team. We see a representative reached out to further address your concerns and resolve the issue. and your claim was reprocessed. If you have any additional questions please feel free to reach out and we're here to help!
Best regards,The Embrace Team
Reviewed Feb. 25, 2026
Embrace Pet Insurance is great. All associates are knowledgeable and willing to help with any questions. Thay are all very friendly and the insurance coverage is one of the best on the market. Claims are simple to submit.
Hello Mary,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced friendly and knowledgeable service from our team. We sincerely appreciate your kind words, your recommendation, and you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed Feb. 25, 2026
Ellie Mae, my sweet Chi mix and I have been with Embrace for several years and have had great service. Their app is easy to use and I’m not a very techie person. The people on staff I sometimes need to talk to are always friendly and courteous.
Hello Bette Jean,
Thank you for the kind words! We're happy to hear you've experienced friendly and courteous service from our team over the years and we sincerely appreciate you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed Feb. 24, 2026
I just got hit with a 264% increase from Embrace!!! I have had Embrace for my Bolognese since he was a puppy, since 2011. He is now over 15 and is still pretty healthy. The premium had been increasing as he got older, last year it was $2,260. They just sent me a renewal invoice for $8,230!!! I submitted a single claim in 2015, and was reimbursed $223. At the same time, they have not raised the maximum annual reimbursement from $10,000. Why on earth would I pay over $8,000 to be reimbursed up to $10,000, when I may not even spend $8,000 in a year?!?! This is criminal. They should have just said they aren't renewing. Waste of time. We are CA residents. I would be happy to join a lawsuit.
Hello Elyse,
Please know that we certainly understand your concerns with your recent renewal notice. Each year, Embrace conducts an actuarial 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 actuarial factors including the age of the insured pet(s), tenure of the pet(s) on the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. 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.
In situations like what you are facing at your renewal, we understand it can be hard to decide how to proceed. 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 and we see a team member has followed up with you to provide additional assistance.
Best regards,The Embrace Team
Reviewed Feb. 22, 2026
My policy clearly states that the requirement for coverage is that the pet must have been seen by a vet within the year before the policy started, or within a two-week period after. If you can't meet this requirement, it states that the policy would downgrade to accident only and a partial refund would be sent for the illness portion being dropped. My pet was seen a few months before I got the policy, and I have an email from them stating that they have records of it. For two years I paid the premiums without ever putting in a claim. The policy was never downgraded and I did not receive a refund. Then, I put in a claim.
Now, the claim has been sitting for about three weeks with the status listed as "pending medical history", and there is a message stating that they want a detailed history for the year prior to the policy taking effect. I have sent them two messages and was told that they only have records from the exam a few months prior to the policy. I believe at this time that they are stalling making the decision, because they know that I will cancel if it is a denial and they want to make sure they give as small a refund as possible for the remaining time on the policy.
Hello Patrick,
We sincerely regret any disappointment you've experienced with the processing of your claim and we're happy to provide clarification. Since this was your pet's first accident or illness related claim submitted, it typically takes about 30 business days to process as we work directly with your vet providers to gather any additional medical records needed and review your pet's complete medical history. We work as quickly as possible, but this timeline allows us to maintain accuracy and quality in processing your claim. Our standard procedure is to reach out directly to the vet provider on your behalf for any medical records we need, 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 MyEmbrace customer account.
It is unlikely you will receive any other updates during this time unless our claims team needs your specific assistance. Once the medical history review is complete, your pending claim will move forward for processing and it's a much smoother process moving forward. Future claims do not require this review and our standard processing time is typically 10-15 business days. One of our team members also responded to your email inquiry on 2/24/26, but if you have any other questions, please feel free to reach out and we're happy to help!
Best regards,The Embrace Team
Reviewed Feb. 13, 2026
Beware of Embrace Pet Insurance – Inconsistent Claims, Shifting Denials, and Impossible Exclusions. I’m sharing my experience so other pet owners can make an informed decision before choosing Embrace. At first, Embrace seemed fine. They approved several claims for my cat’s GI issues, parasite treatment, suspected FIP, and even an ear infection. But once the claims became more complex, everything changed.
Embrace began denying claims using shifting and contradictory explanations:
• They claimed a gastrointestinal coronavirus titer was “related” to a pre‑adoption upper respiratory infection, even though my cat has not had a single sneeze or any URI symptoms since the day I adopted her.
• They reclassified a temporary URI exclusion as permanent based on a fecal test that had nothing to do with respiratory disease.
They approved a December visit for ataxia, head tilt, and neurological symptoms, but then denied a nearly identical visit in January by claiming those same symptoms were “related” to a minor pre‑policy trauma from a year earlier.
• They denied medication they had previously approved for months, calling their own approval an “error.”
• Every time my cat showed a new symptom, they extended exclusions another 12 months.
When I tried to discuss these contradictions with an adjuster, the conversation went nowhere. I explained the medical facts calmly and clearly, but logic fell on deaf ears. The adjuster simply repeated the denial and told me I could “file an appeal and send it to them,” even though they were the same person who wasn’t listening in the first place. If they dismissed my explanation, I have little confidence they would treat my veterinarian’s medical opinion any differently. The pattern became clear: Embrace will connect any condition to any past symptom to avoid paying a claim. Their interpretation of “pre‑existing” is so broad that it becomes meaningless. If your pet ever sneezed, limped, or tilted their head once, Embrace may use that to deny unrelated conditions a year later. I canceled my policy and filed a complaint with the Maryland Insurance Administration. Pet owners deserve transparency and consistency; Embrace has given me neither.
Reviewed Feb. 11, 2026
Great customer service. She answered all my questions. Very pleasant woman and she understood how I feel about my pet. There should be more people like this working instead of just looking for a Sale to show genuine compassion.
Hello C C,
Thank you for taking the time to leave us a positive review! We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you experienced friendly and compassionate service from 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 Feb. 6, 2026
I have 2 fur babies. I spoke to Amber at Embrace and she personalized a plan to meet my needs for Hannah and Chloe. She explained everything very well and I now have confidence that I will be able to care of my 2 fur babies without worries.
Hello L S,
Welcome to the Embrace family! We're glad to hear you had a positive experience with Amber and we appreciate you taking the time to leave us a review. 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 Feb. 5, 2026
Embrace Pet Insurance is reasonable yet provides both accident and illness coverage. I appreciate being able to add on exam fees and drugs. They also have helpful employees! I would recommend them to my friends with multiple pets for sure!
Hello Gina,
Thank you so much for your positive feedback! We're delighted to hear that you value our flexible coverage and that you'd consider recommending our services to fellow pet owners. We're truly grateful for your continued trust and support!
Best regards,The Embrace Team
Reviewed Feb. 3, 2026
Embrace is a phenomenal insurance company with very knowledgeable and experienced staff who are willing to work with you to get the most out of pet insurance and coverage. Thanks Embrace. I would recommend this insurance company to anyone who is looking for a great pet insurance policy.
Hello Patricia,
Thank you for the kind words and your recommendation! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our team has met your expectations!
Best regards,The Embrace Team
Reviewed Feb. 3, 2026
Embrace has been the insurance for my dog since we got her at about 11 months. I love that we had a discount after going 3 years without a claim. Their payment turn around is outstanding as well as the coverage. My sweet girl is now 11 years old and had TPO surgery last year (nearly $8000) - Thank God we had insurance to cover 80%. Recently they called me because my monthly renewal rate was going up A LOT. They wanted to make sure I got that email and see if there was any changes we could make to the policy to lower that upcoming new rate. Who does that?? Certainly not my other dogs insurance carrier. They have great customer service & truly care about their customer not just the money.
Hello Capri,
We're happy to hear that you've had positive experiences with our team and the processing of your claims over the years. We're truly grateful for your kind words and continued trust, and we appreciate you taking the time to share that feedback!
Best regards,The Embrace Team
Reviewed Feb. 2, 2026
Embrace goes above and beyond their services to ensure your pet(s) are covered. I had the pleasure of speaking with Tonya, and she was so kind and incredibly helpful. I had better understanding of the terms and conditions were when I updated my policy for my new pet. I HIGHLY recommend them.
Hello Sierra,
We strive to provide exceptional customer service and we're pleased to hear you've had a positive experience with our representative! We sincerely appreciate your kind words, your recommendation, and you taking the time to leave us a review.
Best regards,The Embrace Team
Reviewed Jan. 28, 2026
Embrace is sleazy! I went to cancel my policy and they try to offer a lesser (accident only) policy, tell you to consider it and then call them back. In the meantime they keep billing you at the original policy amount and do nothing to cancel. It's all a "bait and switch" tactic to keep billing you and hope you never call back. I am shocked that USAA aligns their company with these fraudsters.
Reviewed Jan. 14, 2026
Embrace delivers what they say they cover. The “Embracers” provide great customer service! You feel like a person who cares for your pet with Embrace…not just another number. I’ve been reimbursed for all veterinarian care and preventative care. This is from the coverage I selected with Embrace.
Hello Kris,
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 and for choosing Embrace to help keep your fur baby healthy and happy!
Best regards,The Embrace Team
Reviewed Jan. 12, 2026
My experience discussing the many insurance options with the customer rep (Jody M) was excellent! He walked me through the many options knowledgeably and patiently until I was able to confidently make the best choices for my pets. I highly recommend Embrace!!
Hello A Minsk,
Thank you for the kind words and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our representative met your expectations!
Best regards,The Embrace Team
Reviewed Jan. 12, 2026
My previous comments written concerning my speaking with your Embrace Pet Rep, Angela contains the most positive correspondence, while entailing policy benefits that are most rewarding and professional that will benefit our dear ShihTzu.
Hello Alan,
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!
Best regards,The Embrace Team
Reviewed Jan. 10, 2026
Enjoyed to Michele the Embrace customer service rep. I like that I choose which vets I want to see and where instead of driving 21 miles and waiting hours for my pets return to me. Pricing is good. My choices are many.
Hello James,
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 Jan. 6, 2026
I got the insurance when my dog was a puppy, at my vet's recommendation. In almost two years they have paid for nothing, and when they do pay, it goes to a $750 deductible I didn't know about when I signed up. The result is that I have been paying $40.00 a month for nothing. Now I had an expensive spay bill which I saw was part of the "wellness" category. So I won't get paid for that either. It's all been a total waste of money and I can't afford it. I'll get out as soon as I can. Their sign-up was completely deceiving.
Hello Mary Louise,
We sincerely regret that your experience with our company has not met your expectations. Deductibles are standard for any insurance policy, and when a policy is first purchased, the policyholder can personalize their policy by choosing the annual deductible, reimbursement percentage, and annual maximum that fits their needs and budget. While we know this is not the outcome you were hoping for, the deductible must first be met in order for reimbursement to be issued for covered claims.
We strive to be upfront about our coverage and the exclusion of routine or preventative care under the accident and illness insurance policy. However, we do understand that preventative care is important too, which is why we also have our optional Wellness Rewards plan which reimburses for routine and preventative care so that each pet parent can customize their policy to better fit their needs. If you would like to discuss your questions and concerns further, please feel free to reach out and we're here to help.
Best regards,The Embrace Team
Reviewed Jan. 2, 2026
I submitted a claim the end of Oct. 2025. Embrace requested an entire year of vet records, which my vet promptly sent over, three separate times. Embrace responded that they never received any of the submissions. I stayed on the phone with Embrace for 30 minutes to verify in person that they received the requested vet records. Miraculously, they suddenly received all of the information while I was on the phone with them. That was on December 1, 2025. Shortly after that, the claim was put on hold. I have since called several times to check on the claim, since it is still "on hold", and have been told each time that it can take up to 30 days to review a claim. No other information other than that.
Embrace requires a customer to make their monthly payments on the due date. Which I have done, every month. They should have to uphold their end and process claims in a timely manner, without excuses or sneaky tactics of trying to find ways not to pay it or to pay the smallest amount possible. It's just good business. A very similar situation happened on a claim with my other dog as well, also with Embrace. I excused that situation as a fluke since it was the first claim I had filed with this company. Now, this instance has been infinitely worse. Do better, Embrace!
Hello Kris,
We sincerely regret any frustration you've experienced with the processing of your claims. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). We do offer an option to complete a complimentary Medical History Review upfront when the policy is first purchased, but if it's not requested by the pet parent, we do not review the medical records until the time of the first eligible accident or illness claim submission. This information is stated in our onboarding emails, and the first accident or illness claim submitted will typically take about 30 business days to process.
During this time, we work directly with your vet provider(s) 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 MyEmbrace account. It is unlikely you will receive any other updates during this review period unless our claim team needs your assistance. If we need any additional information to complete the review, a team member will follow up with you to let you know. Otherwise, once the review is confirmed complete, your pending claim will move forward and you will receive a separate confirmation email once it has been finished. We also want to assure that it’s a much smoother process moving forward and our standard processing time is 10-15 business days. If you have any additional questions or concerns, please feel free to reach out and we're happy to assist you further.
Best regards,The Embrace Team
Reviewed Jan. 1, 2026
Not ONE invoice from our Vet was approved Embrace! They had an excuse to not pay for everything we submitted. We purchased the best policy available! Vet visits were supposed to be paid for, they were not. Embrace is a scam. If you have had good luck with them, by all means enjoy your success. For my 4 y/o Pure bred German Shepherd, every claim denial was a sham scam!
Hello Amelia,
We sincerely regret that your experience with our company did not meet your expectations. We want to assure you that we are committed to providing consistent coverage for pets throughout their life, with 92% of the claims received qualifying for coverage, but we are unable to provide coverage for pre-existing conditions. We see you've spoken with a team member who has provided additional details, but please feel free to reach out if you have any other questions and we're happy to assist as we are able.
Best regards,The Embrace Team
Reviewed Dec. 24, 2025
I’m 83 and have had dogs my whole life. Never had insurance, but a very recent death of my 14-year-old boy due to cancer along with Diabetes and its cost over the years years made me realize insurance was necessary. Embrace made it easy with lots of options.
Hello Larry,
We are sorry to hear of your pet's passing, and wish you the best in this difficult time. It's great to hear you found it easy to select coverage and get a policy going for your new pet, and we wish them a long, happy, and healthy life!
Best regards,The Embrace Team
Reviewed Dec. 23, 2025
My CSR Zoella is wonderful, the whole company embodies the way businesses 'used' to feel: Like they actually CARE about the customer. There is no way to properly express how much I appreciate Embrace, but if I could hug a company? This one would get a huge hug daily. <3
Hello Jenny,
Thank you so much for your glowing review, it is wonderful to hear you had such a great experience with Zoella and the rest of Embrace. We truly do believe in doing the best for our pets and pet parents!
Best regards,The Embrace Team
Reviewed Dec. 22, 2025
Great customer service. Always helpful and friendly. Customer for 3 years. Never had any problems with my claims. Submissions are easy and responses are fast. No complaints with Embrace Pet Insurance. They always take good care of me on the first contact.
Hello Kathy,
We're happy to hear our team has provided friendly and helpful service and the claim submission process has gone smoothly for you! Thank you for the kind words and for taking the time to share your experience!
Best regards,The Embrace Team
Reviewed Dec. 16, 2025
This insurance carrier for my pet is all about service. Fast, friendly, and accurate responses, even if you are not sure about your claim. Very friendly and knowledgeable staff. We have been using this carrier for some time and have never had an issue.
Hello V L,
We're happy to hear you've experienced friendly and knowledgeable service from our team and we sincerely appreciate you taking the time to share that feedback!
Best regards,The Embrace Team
Reviewed Dec. 16, 2025
I strongly recommend Embrace Pet insurance. Our cat received emergency care and was hospitalized for three days. We used funds from our vacation savings account to pay vet bills of about $8,000. We submitted a claim to Embrace. It was a quick and easy process. Our claim was approved within hours with the funds deposited directly into our bank account.
Hello Stephen,
Thank you for your review, we are so glad to hear we helped ease the stress of a pet's lengthy vet visit and handled your claim with efficiency. Thank you for choosing Embrace!
Best regards,The Embrace Team
Reviewed Dec. 12, 2025
Having never dealt with pet insurance, was unsure how this would go. Have pleasantly surprised by how easy everything has been. People are helpful and the app is user friendly. Example, we had an original name for the pet...we changed the name at the vet office...we came back home and settled on the "forever" name. I made a call to Embrace and they were understanding, and were able to make the changes no problem.
Hello JT,
We are so glad to hear you have had a good experience with Embrace! We aim to make the experience quick and easy, and it sounds like we hit our mark. Thank you for choosing Embrace!
Best regards,The Embrace Team
Reviewed Dec. 11, 2025
Great. No issues. Got it done in less than 5 minutes. Great experience and I feel safer for my new baby now Ty, usually I talk to people I cannot understand or I have to be on technology to get things done. I was able to call and get great service with a great fella and he helped this old lady do what I needed to do. God bless.
Hello Jasper M,
We're happy to hear that you had a positive experience with our representative and we sincerely appreciate you taking the time to leave us a review. Thank you for choosing Embrace to help keep your furry family member healthy and happy!
Best regards,The Embrace Team
Reviewed Dec. 8, 2025
Due to a life changing situation (very bad stroke, paralysed ever since July), I tried to cancel the policy and get a refund of the charges that had just been made. I reached out to customer service several times over the period of 2 weeks. They didn't cancel the policy and they will not refund the money (1699,91USD). Not only did they ever reply to any of my emails in the first place (I always had to follow up) and now they won't cancel nor refund the money. We are under absolute stress in this situation and the customer service is non existent, this company is disgusting. I do not recommend.
Hello Heike,
We were unable to locate an account under your name to view additional details, but please know we take your feedback seriously and we would like to resolve any questions or concerns you have regarding your policy. 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 Nov. 28, 2025
I bought this insurance after I rescued and adopted my Yorkie when she was only 1.5 years old. I paid for years. Only used it one time, not a big-ticket item. When she turned 11 years old, they raised the price to more than double. It was no longer affordable, so I had to cancel. If I had saved up the installments that I had paid for all of those years it would have been at least $9000 and she has been a very healthy dog. Not a satisfied customer. I even wrote a letter with no response.
Hello Dawn,
We understand that substantial premium increases are challenging, and we truly regret any disappointment you experienced with your policy. We know that as a customer of Embrace for multiple years, you experienced premium increases before and in light of that, some of this information may already be familiar to you, but Embrace evaluates our premium increases annually based on our entire book of business The main factors that impact premiums each year include the age of a pet, tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. 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. We understand you already spoke with a representative, and a team member also followed up via phone in regard to your email, but was unable to reach you or leave a voicemail due to it being full. If you would like to discuss your concerns further, please feel free to reach out and we're here to help.
Best regards,The Embrace Team
Reviewed Nov. 28, 2025
I adopted a male shelter cat. All the medical records related to his care was given to me at the time of the adoption. There was no information available on who his previous owner was. Embrace only wants to deal with pedigreed animals with papers on their birth, and all medical records that follow. Embrace is setting up all people who think they can get pet insurance on strays or shelter pets. They will take your money, give you a policy; then claim they can not process your claim due to the lack of medical records on any pets that do not have prior medical records.
Embrace will string you on so that they will be able to obtain your money; knowing that any claim you submit will be denied. Embrace has been able to con me out of four months of premium payments, totaling $160. Your claim will also be denied if the veterinarian does not provide documentation for the claim. My advice for people who have limited incomes is to do the best you can at taking care of your pet. To take your pet to a vet in emergencies. Do not waste your money giving it to GREEDY insurance companies who do not have your pets or your best interest.
The only interest they have is taking your money and leaving you with nothing but a sour taste in your mouth of how they get away with taking advantage of people who have good intentions for their pets, but do not have 2 years of medical documentation on their pets, or are stray, or adopted animals. If you don't believe me, try and see for yourself. It's your money you're throwing away. This is a racket.
Hello RD Catman,
We are sincerely sorry to hear that your experience with our company has not met your expectations. We also want to assure you that we are committed to providing consistent coverage for pets throughout their life, with 92% of the claims received qualifying for coverage. Our only requirement in order for the coverage to take effect at the end of the initial waiting or exclusionary periods is a documented physical exam by a licensed vet either within the 12 months prior to the start date of the policy or within the first 14 days. 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). We strive to be as transparent as possible regarding the pre-policy exam requirement, and this condition of the policy is noted in the acknowledgements that have to be agreed to upon purchase and in our onboarding emails. We understand you've already spoken with a representative regarding your concerns, but if you have any other questions please feel free to reach out and we're here to help.
Best regards,The Embrace Team
Reviewed Nov. 21, 2025
Taylor my representative for Embrace was very knowledgeable, very patient, gave a great explanation of coverage available and was super friendly and cheerful. I had asked for a second time to get an explanation before purchasing what I needed and that answers back were clear and understandable. Embrace Insurance gives you options that fit your pocket book. And gave me the feeling that I was able to choose what I wanted and needed not forced into something and I am able to make changes at any time :) Love it.
Hello Y Vacal,
We sincerely appreciate your kind words! We strive to provide our customers with knowledgeable and helpful support, so we're pleased to hear you had a positive experience with our representative. Thank you for choosing Embrace to help keep your fur baby healthy and happy!
Best regards,The Embrace Team
Reviewed Nov. 20, 2025
Embrace did exactly what they said they would do, and coverage for my pet's claim was handled in a timely fashion. Customer service is very friendly and knowledgeable. They worked with me and answered all of my questions without hesitation. I would highly recommend Embrace.
Hello Clayton,
Thank you for the recommendation and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our team has met your expectations!
Best regards,The Embrace Team
Reviewed Nov. 18, 2025
Embrace Pet Insurance offers excellent pet policies at reasonable prices. Claim invoices are accurate and easy to understand, and reimbursements are rapid. The care team is efficient and informative, and the representatives are compassionate, kind and knowledgeable. I submitted my first two claims and reimbursements were issued within a few days. It is a pleasure dealing with Embrase Pet Insurance Co.
Hello Elisa,
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 Nov. 16, 2025
I’m really sad to write this review. I’ve had Embrace for ten years with no issues and I even recommended them to others long before they had a referral program. As we approached the ten year mark, they started calling me nonstop. When I finally spoke with someone, they told me my premium was increasing to 4.5x what I had been paying. This was on top of the yearly increases they already apply. They were calling because they KNEW people would be pissed if that auto charge would have happened without letting people know.
This is the stage of my dog’s life when she needs coverage the most, and they raised the premium higher than what I pay for both my own and my son’s health insurance combined. It feels like they were trying to push long term customers out before any major vet bills come up. I am extremely disappointed and now my aging dog is left without coverage. It's all shady and typical for an insurance company. I now tell everyone to avoid Embrace and just save money is a pet savings account for the day you may need it.
Vinece, we understand your frustration and disappointment with the recent premium increase on your policy at renewal. We know that as a loyal customer of Embrace for many years, you have experienced premium increases before and in light of that, some of this information you may be familiar with. Embrace evaluates our premium increases annually based on our entire book of business focusing on several factors, including the age of the insured pet(s), the tenure of the policy and also factoring in veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace.
To help offset larger increases we offer options to adjust your coverage, to help find coverage that still suits your needs and the needs of your pet, while also aiding in maintaining your budget. We understand that decisions regarding your beloved pet's coverage are difficult to navigate which is why our team is focusing on outreach in these instances to ensure each policyholder finds a customized solution to fit their needs.
Best regards,The Embrace Team
Reviewed Nov. 12, 2025
Embrace Pet Insurance provided a positive experience by offering comprehensive coverage options for my pet’s health needs. The claims process was straightforward and efficient, with quick reimbursements that made managing veterinary expenses easier. Their customer service was responsive and helpful, guiding me through policy details and ensuring my pet received the best possible care without financial stress. Overall, Embrace helped me feel confident in protecting my pet’s well-being.
Hello Smithsarahdttyw Sarahd,
We're thrilled to hear you've experienced helpful and prompt service from our Customer Care team and have been satisfied with the processing of your claims. We're truly grateful for your continued trust and appreciate you taking the time to share your experience!
Best regards,The Embrace Team
Reviewed Oct. 30, 2025
This is a big scam. I do recommend everyone interested in pet insurance to avoid. It is almost 4 months ago since I filed 7 claims, the staff keep saying we still wait for the provider reports. I had to get a copy of the provider reports to send them from my email to ensure they receive them. Though I got confirmation via their auto reply email for every report that they need to process my claims, they kept me waiting for months. After I started to fight with them over the phone for their requested report, they denied all of my claims for very funny reasons. I had to report the company to BBB to investigate and protect the customers. As a pet owner, I am not supposed to pay the vet. service provider though I have insurance coverage which charge me every month for these coverages. Save your money and pay it for your pet health service instead wasting your money and time with this insurance company!
Hello Adel,
We appreciate you sharing your experience with Embrace. We understand your concern in the determination that some conditions were found to be pre-existing and that you felt the timeframe that it took to make these determinations was not not up to your expectations.
While we strive to provide coverage as often as we are able, we are unable to provide coverage for anything diagnosed, symptomatic or observed prior to the start of the policy or through the waiting or exclusionary periods on the policy. We aim to review all claims and medical history submitted to us as accurately as possible and if you feel like anything submitted for your pet was reviewed incorrectly, we encourage you to reach out so that we can review further and address any questions present. If you have specific concerns, please feel free to email us at embracesocial@embracepetinsurance.com and we would be happy to assist as we are able.
Best Regards,The Embrace Team
Reviewed Oct. 29, 2025
Website down, app down. Was forced to call in and get transferred around to find out my claim status. This is my first claim with Embrace and so far, it's not going well. Customer service reps keep telling me I get priority service because I'm a USAA member but so far, I haven't seen it.
Hello Austen,
Due to the Microsoft outage, we experienced technical issues that affected MyEmbrace and our main website yesterday. We sincerely regret any inconvenience this caused! The first accident or illness related claim(s) submitted typically take longer to process as we work directly with your vet providers to gather any additional medical records needed and review your pet's complete medical history. Once the review is confirmed complete, your pending claim will be completed and we want to assure you that the claims process is much smoother moving forward. We see you recently spoke with a representative regarding your concerns, but if you have any other questions, please feel free to reach out and we're here to help.
Best regards,The Embrace Team
Reviewed Oct. 26, 2025
We've been with Embrace for 6 years and have never had any issues. We have recently added another cat to our home and we added him on to the policy. I spoke with them the other day to see what can do to save some money. My policies (ins and Wellness on both cats) went from $160.00 a month to $95.00 a month. The rep was very knowledgeable, listened to what I wanted and help me get what I wanted. I had recommended this insurance to many.
Hello Ka,
Thank you for the kind words and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our representative has met your expectations!
Best regards,The Embrace Team
Reviewed Oct. 24, 2025
I just wrote a five star review a week ago, as I have had very good service with Embrace, up until now. My dog had surgery, claim was submitted, three submissions of medical records (all to same email address) later, they did a review. Three masses were removed, surgery was done due to one of the masses containing cancerous cells. Two were non-cancerous, but we did not do a needle biopsy on those so did now know that until the pathologist told us so. Mass removal, none of it covered, even though we knew at least one was potentially cancerous, none of the pathology was covered, even though we had to make sure they got it all, and none of the anesthesia was covered. Are they supposed to do surgery without anesthesia?
If they had bothered to really read the notes sent by the vet, they would know all of this. Oh and the $250 deposit that I put down prior to the surgery was closed, but I was told it would be reopened when the surgery was completed, so that is DENIED too. So my $1,700 bill became a $910.38 bill and somehow, even though my plan is 90% covered became a reimbursement of $458.79. Must be the new math. The way I see it, my 1795.96 claim, plus the $250 deposit should have been a $2,045.96, They should cover anesthesia, since we knew one was for sure cancerous, they should cover some of the pathology to determine we got it all and they should cover the removal of one mass.
Even if they only cover 1/3 of those charges since two were non-cancerous, that would be an additional $295.19, add the $250 deposit to the $910.38 they say is covered totals $1,455.57. My plan is 90%, so that would be $1,310.01 covered, not $458.79. It is really simple math, and if you read the vet notes, it is all there for them to see. Be cautious with this company. They were really good until they just stuck the knife in, big time.
Hello Betsey,
We sincerely regret any disappointment you experienced with the outcome of your claim. Any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We see you have reached out via email and a team member will follow up with you shortly to provide additional assistance.
Best regards,The Embrace Team
Reviewed Oct. 22, 2025
It is a scam, my cat just diagnosed with immune system condition, after 3 months I enrolled my cat. With this insurance, now they told me nothing won’t be covered because of that condition, and then what the insurance is for? They know they have to pay for blood work and more, but when they want your money they welcoming you, and charge you right away, don’t get Embrace pet Insurance, Please they just want your money.
Hello Ana,
We regret that your experience with our company did not meet your expectations. We want to assure you that we are committed to providing consistent coverage for pets throughout their life, with 92% of the claims received qualifying for coverage, but we are unable to provide coverage for pre-existing conditions. We see you've spoken with a team member who has provided additional details, but please feel free to reach out if you have any other questions and we're happy to assist as we are able.
Best regards,The Embrace Team
Reviewed Oct. 16, 2025
This insurance is a scam. They covered none of the accidental fall. Then anything can be considered preexisting. Cold blooded. Then they charged me to cancel. So I could not stop payment without my bank reissuing my credit card. They use every trick in the book.
Hello Angel,
I am sorry to hear of your disappointment with the ruling on your claim and the findings of pre-existing conditions within your pet's medical history. We strive to process claims consistently, and we are not able to provide coverage for claims pertaining to conditions that pre-exist the policy. I am sorry for the frustration this has caused you and your disappointment with our processes, and we will use this feedback as we continue to improve the Pet Parent experience at Embrace.
Best regards,The Embrace Team
Reviewed Oct. 14, 2025
Embrace is a total scam. I would give it negative stars if I could. You are better off saving the premium money for when your pet needs to see a vet. Despite having received my vet records for the 12-month pre-policy, Embrace is still withholding reimbursement for an emergency vet visit due to an insect bite 6 months ago. They are now requesting vet records from 4 years ago so they can keep hunting to try to find that pre-existing condition to get them out of reimbursing me. Beware.
Hello Melissa,
We regret any frustration you've experienced with the claims process. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). We see one of our team members has provided additional details, but if you have any other questions, please feel free to reach out and we're happy to help!
Best regards,The Embrace Team
Reviewed Oct. 13, 2025
Embrace reviewed my dog’s vet records for pre-exclusions when I took out the initial policy. Yet when I need to submit a major claim they are insisting upon reviewing for exclusions again. This feels like a disingenuous attempt to deny a major claim.
Hello Darrell,
We regret any frustration you experienced with the claims process. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). If you have any additional questions or concerns regarding your claim status, please feel free to reach out and we're happy to help!
Best regards,The Embrace Team
Reviewed Oct. 13, 2025
Michele was amazing, taking the time to explain everything to me. Huntington ** is in good hands with the coverage for both accident and wellness. The additional medication will be a well used product as some medication for pets cost as much as humans.
Hello Kath thi,
Thank you for the kind words! We're glad our representative met your expectations and we appreciate you taking the time to leave us a positive review!
Best regards,The Embrace Team
Reviewed Oct. 13, 2025
I've had Embrace for multiple pets now and I love how easy they've made their claim process and how affordable it is. Especially in the long run. This eases my mind when it comes to making sure my pets can receive great annual care but also emergency services.
Hello Humberto,
We are continuously striving to make the claims submission process as user-friendly as possible, so we're very happy to hear you've had a positive experience! We also appreciate you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed Oct. 10, 2025
I just had the MOST amazing experience with their representative named Hannah!! She is the MOST enthusiastic and knowledgeable sales rep I have ever spoken to (I am 80 years old) and have been in real estate sales for 40 years. She listens and found the best plan for me. She made great suggestions, also. I felt as if I had my best friend helping me!
Hello Celia,
We’re happy to hear that your experience with Hannah was satisfactory and that their enthusiasm and 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 your furry family member healthy and happy!
Best regards,The Embrace Team
Reviewed Oct. 9, 2025
Be very careful with this company. They have done nothing but deny claims and make me and my vet jump through hoops because they nit-pick EVERYTHING. They are very sketchy when it comes to approving claims and precerts.
Hello Mark,
We regret that your experience with our company did not meet your expectations. We want to assure you that we are committed to providing consistent coverage for pets throughout their life, with 92% of the claims received qualifying for coverage, but we are unable to provide coverage for pre-existing conditions. We see you've spoken with a team member who has provided additional details, but please feel free to reach out if you have any other questions or concerns and we're happy to assist you further.
Best regards,The Embrace Team
Reviewed Oct. 7, 2025
I called Embrace pet insurance today on 10/7/2025 and I had the best experience speaking with Spoke with Morgan today, 5 star customer service representative. Great insurance coverage too. If you're looking for insurance for your pet, look no further.
Hello Joe,
We sincerely 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 Oct. 3, 2025
I don't love insurance. You cannot see anything. It's just knowing it is there. I give 5 stars here because of the customer service. Embrace is good at choosing good workers who really provide support to pet owners. Since my dog was scratchy before we got insurance, her main issue is not covered by insurance. But I guess we are lucky that we have not had the kind of catastrophic issues that would trigger coverage. She is seven now. Still deciding if I like pet insurance.
Hello AE Smiles,
We're glad to hear you were happy with our customer service and we sincerely appreciate you taking the time to share that feedback. 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 choosing Embrace to help keep your dog healthy and happy!
Best regards,The Embrace Team
Reviewed Oct. 3, 2025
I decided to cancel my policy because my claims for my dog were denied under IVDD, even though she had no pre-existing conditions. A board-certified specialist evaluated her case and provided a final diagnosis that her herniated disc was caused by trauma, not IVDD. Despite this, my claim was denied based on the MRI report noting “disc degeneration,” and the adjuster stated that “since disc degeneration is part of intervertebral disc disease,” it would not be covered.
What was most disappointing is that the claims decision disregarded the specialist’s medical expertise and applied a blanket assumption that all disc degeneration equals IVDD. Herniated discs are not always the result of IVDD—trauma or injury can also cause disc damage and degeneration. As my specialist explained, the term “disc degeneration” is often used broadly and interchangeably, but not all cases fall under IVDD unless specifically identified as the root cause. In my pets case, the specialist made it clear her condition was trauma-related rather than IVDD.
I’ve had Embrace policies in the past for two of my Bostons and always had positive experiences, which makes this outcome especially disheartening. I truly believe having an on-staff veterinarian involved in claim reviews would help ensure accurate medical context is applied. That way, cases like mine would not be denied based on generalized terminology rather than the actual medical cause. While in the past I would’ve recommended Embrace, I now wouldn’t after this experience and would definitely weigh your options for pet insurance.
Hello Mairym,
We are sorry to hear that your claims did not turn out the way you anticipated. We strive to be as transparent as possible about our coverage regarding the exclusion of pre-existing conditions, which are 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. This policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. We see our team has provided more details, but if you have any other questions, please feel free to reach out and we’re happy to provide additional assistance.
Best regards,The Embrace Team
Reviewed Oct. 2, 2025
This pet insurance company, Embrace PET Insurance, has been very easy to work with in all respects. I especially appreciate that their representatives are cordial & very helpful, & that all claims have been paid promptly. My cat & I are very satisfied users!
Hello Lark,
We're happy to hear you've experienced helpful and friendly 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 Oct. 1, 2025
I am impressed with this company. Everyone seems truly concerned and caring. All Representatives are thorough and each representative has made sure I am comfortable and understand exactly what I am doing. In a world of chaos and confusing, but is certainly nice to speak with someone who really cares about their client. I can't thank Embrace enough for the way I have been treated.
Hello Jane,
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 team!
Best regards,The Embrace Team
Reviewed Oct. 1, 2025
Under no circumstances trust this company with your pet's health. We signed up for this insurance when we adopted new puppies. After a spay went wrong, our dog was bleeding out in the ER. Embrace sells itself on being an entity who will pay the provider directly. Spoiler alert--they don't provide that number to even call them to make arrangements, so everything was out of pocket. We made the claim in August and we've yet to be reimbursed. (There was a delay because we had to provide the info from the pet hospital where our dog had the spay, as it was covered by the rescue, even though the pet hospital provided this info when first requested.)
We've been following up diligently and it's almost two months later. Derek **, the customer service agent who'd been helping us, stopped replying to our emails. Our claim is in limbo and no one at Embrace seems to care. I also copied Rachel **, director of claims, on my last email. Fortunately, our dog is fine, but in no way, shape, or form thanks to any of Embrace's effort. If you like an insurance company that will drag out a large reimbursement endlessly, Embrace is for you. Otherwise, you're far better off with Nationwide or PawProtect.
Hello Jen,
We understand your experience with our company has not met your expectations. A team member has followed up with you via email to further address your concerns. If you have any additional questions, please feel free to reach out and we're happy to assist as we are able.
Best regards,The Embrace Team
Reviewed Sept. 24, 2025
Had a really bad first call with one of their customer service reps after waiting on hold for an inordinate amount of time. Will now be cancelling the policy. Also, please look at their Facebook page to see all of their long-term customers' complaints about their recent behavior and denial of claims and huge increases in premiums. Once I got the policy to review, it had way too many exceptions and things like when adding a pet, no matter when you add the pet, the deductible for the new pet will apply to that pet over the shorter time frame. What? That is ridiculous. Each pet should have its own policy. Really bad company. Would not recommend.
Hello Mary,
We sincerely regret that your recent experience did not meet your expectations. We were unable to locate your account to view additional details, but please feel free to reach out to embracesocial@embracepetinsurance.com with your full name and policy number and we're happy to address your concerns further. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed Sept. 17, 2025
I found Embrace through USAA. They are the best insurance carrier I have ever had! From the initial application and pet evaluation to my recent premium increase, where the agent Yanelly found me a better coverage for my pet’s needs at a lower cost, amazing! Their claim process is quick and easy, I can complete and submit my claim while at a stoplight; that’s how quick! And, I always receive my reimbursement within 2-3 business days. All of the representatives I have spoke with, have been polite, personable, and provided the information and direction I needed to better understand my policy and future premium decisions. It really is the best insurance experience I have ever had! Thank you!
Hello Tara,
Thank you so much for taking the time to share that feedback! We're proud to be partnered with USAA and strive to provide the best service for you and your fur babies, so we're glad our team has met your expectations. We sincerely appreciate your kind words and are thrilled to hear you've had such a positive experience with your policy!
Best regards,The Embrace Team
Reviewed Sept. 16, 2025
So I’m a first time pet owner (Rico, 8yrs old), first time getting insurance on a pet and the customer service representative that took my call (Ms. **) set the bar so high for me!! I felt like I was asking dumb questions because I never did this before but she answered everything so professionally and explained it to where I could understand! I’m glad I went with Embrace for pet insurance!!!
Hello Carlo,
We sincerely appreciate your kind words! We strive to provide our customers with knowledgeable and helpful support, so we're pleased to hear you had a positive experience with our representative. We understand there is a lot of information to go over, especially as a new policyholder, so please do not hesitate to reach out if you ever 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 your fur baby healthy and happy!
Best regards,The Embrace Team
Reviewed Sept. 13, 2025
Would like to try your services but can't get a quote. Website Quote tab goes nowhere and phone number plays Regency era piano music for way longer than I was willing to hold. Option for a call back might be nice.
Hello Lin Der,
We regret any issues you experienced trying to obtain a quote. Please feel free to reach out to embracesocial@embracepetinsurance.com with your full name and preferred contact method and one of our Pet Insurance Advisors will be happy to assist you further!
Best regards,The Embrace Team
Reviewed Sept. 8, 2025
Does NOT cover annual exams, spay/neuter unless you buy ANOTHER policy at 60 a month more. Website is a nightmare: error, try later, can't process at this time, cannot load invoice, etc. Try phone, on hold 15 min until you give up. Not worth the hassle at all.
Hello MrBoomking,
We're sorry to hear your claim did not turn out the way you anticipated. We strive to be upfront about our coverage and the exclusion of routine/preventative care under the accident and illness insurance policy. We understand preventative care is important too, which is why we also have our optional Wellness Rewards plan which reimburses for routine and preventative care so that each pet parent can customize their policy to better fit their needs. We see you were in contact with one of our representatives regarding your concerns, and we appreciate you sharing this feedback as we are always looking for ways to improve our services. 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
Reviewed Sept. 8, 2025
Embrace sucks you in with low rates for the first year or two. Then as your pet gets older and really needs the coverage they increase premium prices on the policy so much that you actually end up paying more for the policy than for the costs it is supposed to cover. I will never use Embrace again nor will I recommend it to anyone who cares about their pet. I have reported their deception to my vet’s office which no longer recommends it and I will be reviewing on every site that I can. You are better off applying for Care Credit which offers financing over several months if you make minimum (affordable) monthly payments. There is something wrong with an insurance policy that costs more per year than a year of cancer treatment costs for my dog with bone cancer. BUYER BEWARE!!!
Hello Helene,
We understand that premium increases are challenging, and we truly regret any disappointment you've experienced with your policy. We know that as a customer of Embrace for multiple years, you have experienced a premium increase before and in light of that, some of this information may already be familiar to you, but the main factors that impact premiums each year include the age of a pet, tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. 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.
However, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. Our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time. We see you've already spoken with a representative and we are sad to see you go, but we understand you must do what you feel is best for you and your pet. If you have any additional questions or concerns or would like to explore those options further, please feel free to reach out and we're happy to assist you. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed Aug. 27, 2025
I have been with Embrace Pet Insurance for 7 years. This year when it was time to renew my policy they raised my premium nearly 100 percent. Doubled it. My pet is 8 years old and knock on wood never been sick. I have never used my insurance. After I said I was canceling my policy they reduced my premium down to what it was before. I don't know about you but I choose to not do business with a company that conducts business like that. There are more affordable options out there. Do your homework. Every year my rates go up significantly.
Hello Debbie,
We sincerely regret any frustration you experienced with the recent premium increase on your policy at renewal. We know that as a loyal customer of Embrace for multiple years, you have experienced premium increases before and in light of that, some of this information may already be familiar to you, but Embrace evaluates our premium increases annually based on our entire book of business. Our data team focuses on several factors, including the age of the insured pet, the tenure of the policy and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace.
To help offset larger increases we offer options to adjust your coverage, to help find coverage that still suits your needs and the needs of your pet, while also aiding in maintaining your budget. We understand you went over these options with one of our representatives and have already canceled, but if you have any additional questions or would like to review these options further, please feel free to reach out and we're happy to assist you.
Best regards,The Embrace Team
Reviewed Aug. 13, 2025
Just starting out with this company, already happy with the differences from my recent pet insurance. Staff on the phone was very knowledgeable, friendly. Explained coverages thoroughly. Excited to be paying less for the same things I had before, plus some. :-)
Hello Tara,
We're happy to hear you experienced friendly and knowledgeable service from our team and we sincerely appreciate you taking the time to share that feedback! 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 choosing Embrace to help keep your fur baby healthy and happy!
Best regards,The Embrace Team
Reviewed Aug. 13, 2025
I am not used to an insurance company as transparent as this one. They are very clear about their terms and there is no hidden silver linings with them. They are staffed with some of the most friendliest people I’ve spoken to! 10/10 for this company. My pets love you and I will recommend you guys to any pet owners in need of insurance!
Hello Jordan,
We're happy to hear you experienced friendly service from our team. We're committed to providing exceptional service and coverage for our policyholders, so we sincerely appreciate your kind words, your recommendation, and you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed Aug. 8, 2025
Exceeded all expectations in customer service, knowledge and willing to go the extra mile to make sure information was clear. I asked numerous questions and he consistently remained calm and patient. If only all customer representatives could do this.
Hello Linda,
Thank you for the kind words and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our representative met your expectations!
Best regards,The Embrace Team
Reviewed Aug. 7, 2025
It started out great at signup and having my vet submit medical records. When I filed claims it was hassle free and fast. Last week I submitted a claim for wellness rewards and it took almost 1 week to get final approval that should’ve been very quick and easy, but I had to call and they told me they need an invoice which was submitted and they missed it… No problem, but still took 2 days after that with a nice message stating not all items are covered on the invoice. I explicitly explained in the claim what it was for and they requested the invoice that had other items. Normally it’s processed next day without issues.
Something that isn’t sitting well with me is I got pet insurance 1/12/25 and end of June my 2 year old girl started limping so I took her in to get checked. They took X-rays and determined she had CCL tear in both legs. I was devastated and filed a claim, but it was denied because I was 2 weeks out from the 6 month waiting period…just my luck lol. Very unfortunate, but when I asked for any type of assistance I was quickly told, "No we don’t do that," and I can understand. I then asked about her office visit or X-rays? They informed that because it’s for something that isn’t covered so, "We don’t pay for the office visit, medications or anything to do with the CCL because it happed during the 6 month waiting period (2 weeks from ending)". I understand if they don’t give any grace for the waiting period, but not to cover any of the office visit because she was diagnosed with CCL tear during waiting period just has me considering looking for other alternatives.
Hello Russell,
Waiting or exclusionary periods for pet insurance exist to prevent fraud and are required for all newly enrolling pets or new pets being added to an existing policy. They vary depending on the type of coverage and the laws in your specific state, but we strive to be as transparent as possible about our coverage requirements. Prior to completing the purchase of a policy—whether online or over the phone—all policyholders must acknowledge and accept that they understand the information and requirements related to waiting periods, the exam requirement, and pre-existing conditions. This step is in place to ensure clarity regarding what is and is not covered under the policy. We understand that this situation has been frustrating, and we sincerely regret any disappointment you've experienced with the outcome of your claim. Our goal is always to support our policyholders and their pets, so if you have any additional questions or concerns, please feel free to reach out and we're happy to assist you further.
Best regards,The Embrace Team
Reviewed July 30, 2025
Helpful and Friendly. She loves dogs as I do. Amy understood what I needed help with. She resolved the problem., I call to cancel plan due to my husband medical, and Amy keep me with some coverage for dogs.
Hello Norma,
We're happy to hear you experienced helpful and friendly service from our representative. 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 26, 2025
I called to cancel my baby’s insurance because I was quoted a better price from another company. Jaclyn recalculated some numbers and got the price down considerably almost to the figure I was quoted from the other company. She is definitely an asset to your company. Your company is fantastic.
Hello Linda,
We sincerely appreciate your kind words about our representative and we're happy to hear Jaclyn was able to assist you. Thank you for taking the time to share your positive experience!
Best regards,The Embrace Team
Reviewed July 25, 2025
I called to cancel the insurance because of the accident. I will forward the bill. It is a few days after he passed on that I cancelled the insurance. We went to the 24 hour emergency vet. His neck was severed by the other dog. Bill is $1000 dollars. Bill will be forwarded to you shortly.
Hello Silvia,
We are so sorry for the loss of your beloved dog! Our fur babies hold such an important place in our hearts and we know saying goodbye is never easy. Please know we are sending well wishes to you and we sincerely appreciate you taking the time to share your experience and leave us a positive review.
Best regards,The Embrace Team
Reviewed July 25, 2025
I've sadly decided to cancel my policy. A once fair premium has turned into another typical insurance scam. Raising prices to $110/mo even though I've never submitted a claim after 4 years. At that rate, what's the point?
Hello Bryanne,
We understand a premium increase is never ideal and we regret any disappointment you've experienced with your policy. We know that as a customer of Embrace for several years, you have experienced a premium increase before and in light of that, some of this information may already be familiar to you, but Embrace evaluates our premium increases annually based on our entire book of business. Our data team focuses on several factors, including the age of the insured pet, the tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace.
However, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We see you already spoke with a representative and we are sad to see you go, but we understand you must do what you feel is best for you and your pet. Our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time, so if you would like to explore these options further or have any additional questions or concerns, please feel free to reach out and we're happy to assist you.
Best regards,The Embrace Team
Reviewed July 25, 2025
LONG waiting times on the phone. My premium went up 50% and my first year claims were just $673.18. Minus my deductible. My claims to Embrace was a total of $423.18 for the entire YEAR! I was rewarded with a rise of $50%. I have no reason to recommend Embrace to anyone. It is always an unpleasant experience.
Hello Michelle,
We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we’re sorry for any inconvenience that may cause. Please know that we are continuously working on ways to minimize hold times and we appreciate your patience as we assist each pet parent with care.
We also understand that premium increases are challenging, and we sincerely regret any disappointment you've experienced with your policy. The premium increase is based on our entire book of business (the overall actuarial data) based on the pet details (age, breed, sex,) and the location where you reside. The main factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens.
We are committed to providing consistent coverage for pets throughout their life, and 92% of the claims we receive qualify for coverage. While we need to adjust our prices as pets age due to higher health risks, we strive to keep our increases as reasonable as possible while achieving our ultimate goal, which is to provide comprehensive coverage and continue to pay out claims at the level we do. However, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation.
Our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time, so if you have any additional questions or concerns or would like to explore those options further, please feel free to reach out and we're happy to assist you.
Best regards,The Embrace Team
Reviewed July 24, 2025
I’m writing to express my frustration and disappointment regarding the recent increase in my pet insurance premium. A 120% increase is absolutely outrageous and unjustifiable. There have been no significant claims or changes to my pet’s health that would warrant such a dramatic hike. This kind of price gouging feels exploitative, especially for responsible pet owners who rely on insurance for peace of mind and protection. I do not accept this outrageous increase.
Hello Dinah,
We understand that premium increases are challenging, and we sincerely regret any disappointment you've experienced with your policy. Embrace evaluates our premium increases annually based on our entire book of business. Our data team focuses on several factors, including the age of the insured pet, the tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace.
We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We see you've already spoken with a representative regarding this, and our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time. If you would like to explore these options further or have any additional questions or concerns, please feel free to reach out and we're happy to assist you.
Best regards,The Embrace Team
Reviewed July 24, 2025
Disappointed After 16 Years – Outrageous Premium Hike. I’ve been a loyal Embrace Pet Insurance customer for 16 years, insuring six different animals through them. Over that time, I rarely used the insurance, but I paid consistently, trusting they’d be there when I needed them. That trust is now completely broken. Out of nowhere, they’ve raised my monthly premium from $237.46 to $478.99. That’s more than double. Their only suggestion? Lower the coverage on my 16-year-old cats. Seriously? After all these years of loyalty and minimal claims, this is how they treat longtime customers?
I’ve never experienced anything like this before, even with pets that have aged or passed. It feels so dishonest, and it’s unacceptable. I’m pulling my remaining pet, Shiloh, off their policy immediately. I refuse to go through this again as he gets older. I’ll be switching providers and removing any positive reviews I’ve left in the past. If you’re considering Embrace, think twice. If anyone has recommendations for a pet insurance company that doesn’t do this, please share. I’m done with Embrace.
Hello Marilyn,
We understand a premium increase is never ideal and we sincerely regret any disappointment you've experienced with your policy. We know that as a customer of Embrace for many years, you have experienced a premium increase before and in light of that, some of this information may already be familiar to you, but Embrace evaluates our premium increases annually based on our entire book of business. Our data team focuses on several factors, including the age of the insured pet, the tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace.
We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We see you've already spoken with a representative regarding this, and our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time. If you would like to explore these options further or have any additional questions or concerns, please feel free to reach out and we're happy to assist you.
Best regards,The Embrace Team
Reviewed July 22, 2025
I have 2 pets covered by Embrace Health Insurance and it seems like no matter what the issue is, they find a reason not to pay. I never had problems like this with my previous pet insurance company. For example, my dog injured her knee from wear and tear over time because she's extremely active and when she developed a limp, I took her into the vet. Embrace refused to pay claiming it is a skeletal disorder, which is not covered during the 6-month waiting period. When I pointed out this an injury, not a widespread disorder, I was told I need to specify a specific incident/accident that caused the injury if I expected them to pay. It has been a rinse repeat for virtually every claim I turn in for both dogs. I highly recommend you look elsewhere if you want to get your money's worth.
Hello Elli,
We regret any disappointment you experienced with the outcome of your claims. We want to assure you that we are committed to providing consistent coverage for pets throughout their life, and 92% of the claims received qualify for coverage, but unfortunately we're not able to provide coverage for pre-existing conditions. Pre-existing conditions are defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting and exclusionary periods. We see you have been corresponding with our claims team and if you have any additional questions, please feel free to reach out and we're happy to help. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed July 22, 2025
Lani at Embrace definitely delivered Exceptional Customer Care and you just don’t find that in the marketplace today. Lani listened to my question and gave an informative answer concerning coverage. Embrace has always been my insurance company and I highly recommend it to everyone. When I first checked other insurance companies and companies I found them lacking and unresponsive to the customer.
Hello Gary,
We strive to provide exceptional customer service, so we're pleased to hear Lani met your expectations! We sincerely appreciate your kind words, your recommendation, and you taking the time to share your feedback with us!
Best regards,The Embrace Team
Reviewed July 22, 2025
He was helpful and polite and resolved everything for me. He appeared very knowledgeable and resolved my issue within the App. He was courteous, respectful polite knowledgeable and very patient. He was just excellent excellent excellent and excellent!!!! He was helpful polite and knowledgeable. Courteous, kind and patient. He must be commended and rated an A+.
Hello Audrey,
Thank you for the kind words and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our representative has met your expectations!
Best regards,The Embrace Team
Reviewed July 22, 2025
I'm a disabled veteran that only used Embrace because USAA endorses it. These people refused to process the claim to put my service dog to rest. It was her 3rd claim ever. This company gladly took tens of thousands of dollars from me over years with no claims then refused to acknowledge or even process the 3rd and final claim that would have resulted in a few hundred bucks of reimbursement. I would never in a million years send another dime to this company.
Hello Paul,
First and foremost, we want to express our sincere condolences for the passing of your beloved dog. We understand this has been a very challenging time, and we regret any disappointment you experienced with your policy. Your two claims we received were covered and have been completed. We see you recently submitted another claim and it is in the process of being set up for review. We provide claim status updates via email and through your MyEmbrace customer account, and you will also receive a separate confirmation email once it has been completed. If there is anything else we can assist you with, please do not hesitate to reach out. Please also know we are sending well wishes to you during this difficult time.
Best regards,The Embrace Team
Reviewed July 14, 2025
With Embrace Pet Insurance, our Wally is covered for any event. Their support staff have excellent communication skills, they are friendly and helpful. We highly recommend them to prevent extremely high veterinary bills.
Hello Dirk,
We're happy to hear you've experienced friendly and helpful service from our team. We sincerely appreciate your kind words, your recommendation, and you taking the time to leave that feedback!
Best regards,The Embrace Team
Reviewed July 14, 2025
After checking the insurance rates with other companies, I have found that they are all very similar in costs and coverages. I decided on Embrace because of the very high rating and the website was one that made it easy to navigate and understand. All my claims have been very easy to file and Embrace has always paid their share quickly. The web site is very intuitive especially for me considering I'm a senior citizen. The explanation of benefits I have access to through their website is easy to understand and when contacting their customer service to ask a question, the service is always friendly and extremely helpful.
Hello Steve,
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 and for choosing Embrace to help keep your furry family members healthy and happy!
Best regards,The Embrace Team
Reviewed July 11, 2025
Gary was extremely professional. He was patient w my questions. I like the plan's benefits as well. I like how they break down a condition as curable or incurable so eligibility is not compromised to buy a plan.
Hello Paula,
We're happy to hear you experienced professional service from 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 again for taking the time to share your experience and for choosing Embrace to help keep your furry family member healthy and happy!
Best regards,The Embrace Team
Reviewed July 9, 2025
All the workers here in Embrace are extremely professional and very comforting. Stone did amazing with making sure what policies there were for my puppy’s needs. He made sure to give me the listing and pricing for them. I made sure to get the best for my puppy. Super happy that I was recommended to check this insurance.
Thank you for sharing your experience! We are glad to hear Stone made you feel supported and helped get your new furry friend enrolled. Thank you for choosing Embrace!
Best regards,
The Embrace Team
Reviewed July 8, 2025
I’ve been with Embrace for years. My renewal in 2023 was excessive and excessive again in 2024. I raised my deductible and copayment to get it down to $449 that I still felt excessive but I managed to pay it. I just got my 2025 renewal. $757.49!! Nothings changed except my healthy dogs are a year older. Embrace gave me a lot of hoops about increased vet costs (around 10% a year), dogs age, breed, location?
I did some checking and found out Embrace was bought in 2023 for $1.5 billion dollars by a $70 billion dollar holding company in Germany, JAB holdings. JAB owns and manages 21 pet insurance companies. All of the main pet insurance companies. It’s a huge monopoly and they’re all charging unreasonable renewals. I’m getting a lawyer. I’ve paid a lot of money for pet insurance over the years to have security if something major happens. Now they’re pricing me out of insurance just as my dogs mature.
I can’t think of any reason they’d jack my price so high unless JAB is just greedy. My dogs are healthy. I can’t afford it and Embrace is part of a monopoly since 2023 that’s manipulating prices. I'm very upset. I’m going to put the $449 a month in savings for my dogs and pay their health care as needed. I’m not going to pay almost $10,000 a year for security against illnesses they may never get. I should have dropped embrace and started savings as soon as they increased me to $449. It would have cost less in the long run.
Reviewed July 8, 2025
Tyler was very compassionate when I reported the passing of my beloved Elton John. He did not rush me as I am struggling to make the most basic of decisions. Thank you for your empathy!! He was very helpful and kind and offered words of encouragement. It is refreshing to see a company who is not strictly about the bottom line.
Thank you for taking the time to let us know about Tyler's service! We are glad to hear that he helped to make a difficult call easier and help guide you through the steps. Thank you for trusting Embrace!
Best regards,
The Embrace Team
Reviewed July 7, 2025
My granddaughter and I are adopting a female cat from the Humane Society on Thursday. Since our choice is a kitten we needed some coverage for accidents and illnesses that may occur. I feel that Embrace has the most coverage for my money. Clear explanation of coverage at a price we could afford. You also can add coverage as your pet ages.
Congrats on the new adoption, and thank you for choosing Embrace. We are glad to hear you are satisfied with your coverage!
Best regards,
The Embrace Team
Reviewed July 7, 2025
Having Embrace insurance means I can make healthcare choices that lead to better outcomes. Embrace has been fair, professional, and processes claims quickly. I don't have a complaint since 2007. They have insured eight pets for me over the years. I can't say enough good things about them. I can't imagine not having this insurance.
Marla,
Thank you for your positive review of Embrace. We are thrilled to hear that you have had a satisfactory experience during your many years of loyalty to Embrace. We are glad we have been able to provide you with a high level of service throughout your time as a policyholder and take pride in that we have been of assistance to you in providing your beloved furry family members the best care possible in order to help keep them healthy and happy. Thank you for choosing Embrace!
Best regards,The Embrace Team
Reviewed June 30, 2025
They're great if your pet isn't critical. But when your pet is in the hospital and you don't know if his claim will be considered an accident or an Illness (he hadn't passed his illness waiting period yet), you start having to ask hard questions about what you can afford. You drop $2,000 on the first battery of tests, hoping to get a clear answer on if this is something chronic or an accident. You're honestly hoping for a bowel obstruction, because while that may be one of the worst case scenarios, that's a clear accident You know will be covered. You answer a call at 3:30 AM, asking you to pay another $4,000 for more tests. They didn't find a bowel obstruction but his fever is still dangerously high. You have to consider, while half awake and worried for your poor sweet boy, if you can afford that if insurance denies the claim, or if you'll have to euthanize your beloved pet because you can't afford it and just don't know if it'll be covered.
If you're in this situation, you'll get no timely help from this company. First of all, there's no after hours emergency line for critical claims questions like mine. I bit the bullet and paid $3,000 before I ever got to speak to Embrace. When their phones were back online, I called to try to expedite the claim process. I still didn't have answers and didn't know how much more in diagnostics would be required. The people I've had on the phone have been amazing but I've never been able to speak directly to a claims rep. The people I spoke to understood the urgency and told me they'd try to at least get an answer on if the claim would be considered a pre-existing illness or an accident. They couldn't promise me an answer that day though.
Now, 4 days later I still have no answer. And every time I speak to someone they all seem to have no IDEA what my previous conversations entailed or what I was asking for. No wonder the claims department doesn't find it urgent... Thank God my dog is stable, but if he wasn't, and if I was asked to pay another $1,000 on top of what I've already paid... I'd probably have to euthanize him. And how heartbreaking would it be to find out later, after he's dead and gone, that his claim IS covered?
The bottom line is I know I can spend around $2000 on critical care for my pets. I stretched it to $3000 this time given the uncertainty of the claim. If Embrace is going to cover their care, then I know I can spend $21,000 (including $1000 deductible) and get reimbursed $18,000 (I'm on the 90% plan). But if they don't cover it, anything over my $2,000 limit is financially crippling for me and my family. Why don't they have a "CRITICAL" rushed claims process?? Why don't they have an after hours emergency team?? People get pet insurance to plan for the things that can't be planned for like this. I just don't understand how my claim is STILL pending.
As far as the things you can plan for, I'd rate them 5 stars if that were the only consideration. I knew in advance the surgeries for my cat's knees would be covered. I was able to submit quotes for pre-approval and after the surgery wait the 5-7 days for the claim to be reviewed and the money to hit my account. That's all fine and dandy. Based on that experience I was hoping to be much more impressed by their handling of critical care claims but here we are. (Included is a photo of my sweet guy as we wait at vet #2 to do more affordable diagnostics. Still wasn't sure if he'd make it at that point. His fever was 104°F.)
Hello Katelyn,
A team member has responded to your recent correspondence to further address your concerns. Please feel free to reach out if you have any further questions and we are happy to assist as we are able!
Best regards,The Embrace Team
Reviewed June 27, 2025
They do whatever is possible NOT TO PAY your valid claim. Worst experience ever. Claims are delayed and not paid. They jerk you around, ask for inane additional information and try to pin everything on an existing condition.
Hello Steven,
We sincerely regret any disappointment you've experienced with your policy and we want to assure you that we are committed to providing consistent coverage for pets throughout their life, and 92% of the claims received qualify for coverage. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). We see you already spoke with a representative regarding your concerns, but if you have any additional questions regarding your claims, please feel free to reach out and we're happy to assist you further. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed June 24, 2025
I got Embrace Pet Insurance to protect my dog. I paid the premium on time for a couple years then when my dog was injured I paid the vet for X-rays and then put in a claim. They just made excuses and asked for more documents which the vet gave them. They contacted an old vet that told them about a old dog that's now in Utah with my ex-wife. They just made me feel like a criminal for trying to protect my dog with insurance and actually trying to use it. I would put your money in a account for your dog before giving it to a company that will do everything to get out of paying. Then to top it off they raised my rate. Yes I canceled.
Hello Trey,
We regret any disappointment you've experienced regarding your claims. When the first accident or illness related claim is submitted, our claims team works directly with your vet providers to gather any additional medical records needed and review your pet's complete medical history. We look for the detailed chart notes from any exams/visits that occurred within the 12 months prior to the original start date of the policy and through the initial waiting/exclusionary periods - this is standard procedure and the parameter we set for any pet to make sure there was a sufficient pre-policy exam done and so that we receive the required records. If we are missing anything, we 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 MyEmbrace account. You can view more information here: http://help.embracepetinsurance.com/en/articles/4467726-how-long-does-it-take-for-embrace-to-process-claims-and-what-are-the-claim-statuses. Once the Medical History Review is confirmed complete, your pending claims will move forward for processing. We see you already spoke with a representative regarding your concerns and we are sad to see you go, but understand you must do what you feel is best for you and your dog. If you have any additional questions regarding your claims, please feel free to reach out and we're happy to assist you further. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed June 20, 2025
Embrace has consistently delivered excellent service for almost 11 years since we received Mortie from the breeder. They are the best. Claims are handled promptly, and when there is a question, they are proactive. They communicate with us or if we are unable to answer their question, they contact our vet directly. MPAP. Embrace is the best!
Hello David,
We're happy to hear that you've had such positive experiences with our Customer Care team and claims processing over the years! We sincerely appreciate your kind words and we're grateful for continued trust. Thank you for taking the time to share that feedback!
Best regards,The Embrace Team
Reviewed June 17, 2025
EMBRACE was a Rock Star, when my two Giant Schnoodle puppies thought it was fun to eat rocks!!! Yes, one of my sweet Rock Hounds had to have expensive surgery twice, and the other required an emergency room visit with special care and medication. Those were exorbitant costs, and I was extremely grateful to have purchased EMBRACE insurance! They were awesome in processing claims and issuing payments promptly. They are there, when the unexpected happens. Thank you EMBRACE!
Hello Barbara,
We appreciate you taking the time to share that feedback! We're thrilled to hear the policy was there to help during your time of need and that the claims process went smoothly for you. Thank you for choosing Embrace to help keep your fur babies healthy and happy!
Best regards,The Embrace Team
Reviewed June 6, 2025
I've been a client of Embrace for over 15 years with many pets. I was very happy with the service but today I had to cancel my policy today because they increased my premium from $81.00/month last year to $332.50/month for this year. Who does that? At a time when you may need insurance the most for an older cat to raise the price by 70%. The worst of it is that the "customer service" person was so out of touch and did not offer any solution that made any sense and was more than willing to cancel my policy. Do not spend 15 years paying monthly when at the end of the day they raise the premiums to make it unaffordable. DO NOT USE THIS SCAM OF A COMPANY.
Hello Dana,
We sincerely regret any disappointment you've experienced with your policy. We understand that substantial premium increases are challenging, and they are impacting the industry as a whole. Our premiums are based on actuarial data of all the policies we have in force, and the main factors that impact premiums each year include the age of the pet, tenure of the policy (how long the pet has been insured), and inflation which includes the increase in veterinary costs. However, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. Our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time. We see you already spoke with a representative regarding your concerns and we are sad to see you go, but understand you must do what you feel is best for you and your cat. If you have any additional questions or would like to explore those options further, please let us know and we're happy to assist you.
Best regards,The Embrace Team
Reviewed May 28, 2025
Disappointed with Embrace Pet Insurance – Denied My First Claim and Raised My Premium. I’ve had Embrace Pet Insurance since 2022, paying monthly with the expectation of peace of mind if my pet ever needed care. Unfortunately, when I finally needed to file my first claim, it was denied—despite having active coverage for over two years. To make matters worse, my monthly premium nearly doubled recently, and the only explanation I received was that it “reflects rising veterinary costs.” Meanwhile, I received no added benefits or improvements in coverage.
It’s incredibly frustrating to be a loyal, paying customer for years only to be denied support the first time I actually need it. Pet insurance is supposed to provide security and reduce financial stress, not add to it. Based on my experience, I cannot recommend Embrace. If you're looking for an insurer that actually supports you when it matters, I’d suggest looking elsewhere.
Hello Colleen,
We're sorry for any disappointment you experienced with the outcome of your claims. We want to assure you that we are committed to providing consistent coverage for pets throughout their life, and 92% of the claims received qualify for coverage. We also strive to be as upfront as possible about our coverage and you can view additional information regarding the Accident Only plan here: https://www.embracepetinsurance.com/coverage/accident-plan.
Embrace evaluates our premium increases annually based on our entire book of business and our data team focuses on several factors, including the age of the insured pet, the tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace. However, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you are interested in exploring these options, you can do so via your MyEmbrace account under "Change Coverage" and can view more detailed instructions here: http://help.embracepetinsurance.com/en/articles/4428785-changing-your-pet-s-coverage.
If you would like to discuss your claim results further or have any additional questions or concerns, please feel free to reach out to our Customer Care Center and we're happy to assist you. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed May 22, 2025
It was my pleasure to have dealt with Sarah, who explained in detail different policies and helped me to make an informed decision on the one that I chose. Sarah was very understanding and did not pressure me into purchasing something that I did not want. She is definitely an asset to your company.
Hello William,
Thank you for taking the time to share that feedback! We're happy to hear that your experience was satisfactory and that Sarah 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!
Best regards,The Embrace Team
Reviewed May 22, 2025
Filing a new claim with Embrace Pet Insurance was so cut and dry. I loved the way that they helped me because I’m not the computer person but they did a wonderful job at explaining to me what it is that I need to do so I can get reimbursed, thank you embrace. I highly recommend this pet insurance for anyone.
Hello Elisia,
We strive to make the claims process as smooth and efficient as possible, so we're glad to hear you had a positive experience! We appreciate your recommendation and you taking the time to share that feedback!
Best regards,The Embrace Team
Reviewed May 22, 2025
I’ve been with Embrace for years now and have never had a bad experience. Making claims is so easy, and reimbursement is lightning fast! Great customer service on the phone, too, and easy to talk to a real human, which is rare these days. Companies like Xfinity could learn a thing or two from Embrace about customer experience.
Hello Tiphanie,
We're thrilled to hear you've experienced excellent service from our Customer Care team and have been satisfied with the processing of your claims. Thank you for taking the time to share your kind words and for being a valued customer!
Best regards,The Embrace Team
Reviewed May 20, 2025
They partner with USAA for a great discount. They are very compassionate in guiding you to the best plan for you and your lifestyle with your pets. I had an excellent experience and know this is the insurance for my pets. My customer service rep was very relatable. I like the grooming and dental add ons.
Hello Jamie,
We're proud to be partnered with USAA and strive to provide the best service for you and your fur babies, so we’re happy to hear that your experience with our representative 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 your furry family members healthy and happy!
Best regards,The Embrace Team
Reviewed May 15, 2025
Please have Annley call me it's serious. Scooby is very sick. It's not good and pre-existing. Ok Forbes site recommended you & you were giving a $25 Amazon gift card. I'm devastated. Scooby will die slowly and it's pre-existing. I am on SSDI & ELDERLY. From here on out ALL his Vet costs will be palliative care. I'll have to cancel the Insurance. Can we get a routine care policy? I am struggling with the costs. I love this dog. Please help us. Libby **
Hello Libby,
First and foremost, we're so sorry to hear Scooby is not feeling well. We see you recently spoke with our team regarding your concerns, but if you have any other questions or need additional assistance, please feel free to reach out to our Customer Care team and we're happy to assist you further.
Best regards,The Embrace Team
Reviewed May 15, 2025
They are fine until you are asking to be reimbursed. Then they scheme, prolong and make excuses as to why they are unable to reimburse you. Horrible! I would never recommend. Be careful! They seem wonderful until you need a reimbursement.
Hello Andreea,
We sincerely regret any frustration you've experienced with the claims process. We try to process claims as quickly as possible, but they can be delayed if we are missing any required documentation. We see you recently spoke with a representative and the claims adjuster will follow up with you once the Medical History Review is complete. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,The Embrace Team
Reviewed May 14, 2025
Embrace has fulfilled all insurance policies and has given me plenty of time to submit claims since I was hospitalized and was late filing claims. They are a reputable company. Their customer representative was polite and answered all my questions. I am very satisfied with the company and plan to stay with them and rebooted to other friends with pets.
Hello Barbara,
We are so glad to hear you had a great experience with Embrace! We aim to make the claim process quick and easy, and it sounds like you had a great conversation with one of our representatives as well. Thank you for choosing Embrace!
Warm regards,The Embrace Team
Reviewed May 14, 2025
Overall, until recently, I have been pleased with Embrace. The app is easy to use, claims are swiftly processed, and I'd recommend the product. This month, however, I was hit with a massive increase in premiums for my 14.5-year-old Golden Retriever, from $806/mo to $1073/mo. This increase would make it not worthwhile to continue the coverage. I did appreciate a personal call from customer support to let me know about the rise and suggest options for changing my coverage, but I feel that Embrace is abandoning me when I really need them.
Hello Elizabeth,
We are glad to hear you have been pleased with Embrace, and we know premium increases are never something we want to experience. However, premiums do increase over time with all insurance products, and pet insurance is not exempt from this standard. The main factors that impact premiums each year with Embrace include the age of a pet, tenure of the policy, and inflation, which includes the increase in veterinary costs. Our premiums are based on an actuarial review of all the policies we have in force, and we do structure our policies to allow each pet parent to adjust their coverage parameters to alter the premium based on what they feel is best for their individual pet and situation. We are happy to explore options further beyond your initial phone call if you are interested!
Best regards,The Embrace Team
Reviewed May 11, 2025
Have not had issues, highly recommend. We liked it so much we added our newest rescue onto a policy as well. Grants us the peace of mind to know that the bills won't be what we worry about and can focus solely on our pets' correct treatment.
Hello Nita,
We're happy to hear that you have had such a positive experience with your policy! We understand the emotional and financial burden that comes with caring for a pet, and we are glad your policy has provided you with the peace of mind you need. Thank you for your recommendation and for sharing that feedback with us!
Best regards,The Embrace Team
Reviewed May 8, 2025
I would recommend a friend to contact “Embrace” based on the information and help I received today from Brad. He was patient, was able to answer our questions, and helped us feel that we had made the right choice for pet Insurance. As a result of his help, I signed up for Embrace Pet Insurance for my dog Buddy.
Hello Beverly,
Thank you for taking the time to share that feedback and welcome to the Embrace family! We're happy to hear that your experience was satisfactory and that Brad 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 your recommendation and for choosing Embrace to help keep your fur baby healthy and happy!
Best regards,The Embrace Team
Reviewed May 7, 2025
This is the worst pet insurance company I have ever trusted in. The reps don’t explain the policy well and the customer service management is worthless. I paid all this money to per month to have my 2 dogs never be seen by a vet because of the upfront cost that I couldn’t afford.
Hello Kindra,
We're sorry for any disappointment you experienced with your policy and we understand you had a different expectation for our coverage. We see a representative followed up to further address your concerns and offer resolution. If you have any additional questions, please feel free to reach out and we're happy to assist you.
Best regards,The Embrace Team
Reviewed May 7, 2025
Very professional, friendly, and knowledgeable staff. Extremely helpful guiding us to choose what was the best policy for our Nala. The staff also was very kind resending all our new policy documents when we inadvertently deleted our first set. When we tried to register into our portal we could not. The staff quickly were able to help us register into our portal and submit our first claim!
Hello Don,
We’re thrilled to hear you've had positive experiences with our representatives and that it helped to guide your decision to choose Embrace. Please do not hesitate to reach out if you have any additional questions or concerns as you continue to explore your coverage. Thank you so much for taking the time to leave that feedback and for choosing Embrace to help keep Nala healthy and happy!
Best regards,The Embrace Team
Reviewed May 7, 2025
This company is very accurate about their delivery of the check to you and if you have questions you can call in and they will explain your claim why you got money or why you didn’t receive a check back. They were very knowledgeable of their product and are very nice to their customer.
Hello Carolyn,
We strive to provide our customers with knowledgeable and helpful support, so we're pleased to hear that our team met your expectations and you were satisfied with the outcome of your claim! Thank you for leaving that feedback!
Best regards,The Embrace Team
Reviewed May 5, 2025
Embrace truly cares about their customers and their pets. Every time I reached out with questions, they responded patiently, clearly, and with genuine empathy. Their customer care team is wonderful, kind, respectful, and incredibly supportive. I especially appreciated how they treated me like family during a difficult time. Thank you, Embrace, for being there when it mattered most.
Hello Padma,
We understand how stressful it can be when your pet needs medical attention, so we're glad to hear you've experienced helpful and compassionate service from our Customer Care team. We sincerely appreciate you taking the time to leave that feedback and we're grateful for your kind words and continued trust!
Best regards,The Embrace Team
Reviewed May 3, 2025
This company sounds fantastic and I can’t wait to bring my dog to the vet, not in a hurry to do so but now I know, I am in good hands, gentleman, Jeff, that I spoke to was very helpful and the insurance sign was fantastic and it’s extremely affordable and well worth it
Hello Lisa,
Thank you for taking the time to share that feedback. We're happy to hear that your experience with Jeff was satisfactory and that our representative 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!
Best regards,The Embrace Team
Reviewed May 1, 2025
I recommend pet insurance generally for all pet owners, and especially Embrace for their always friendly, no hassle, no-judgment claims process. She has been covered for anything we have submitted so far, from "being a little pukey" (and having to get all kinds of blood work done to confirm no deeper issues) to seasonal allergies.
Hello Michelle,
We understand the importance of finding the right pet insurance for your needs, and we're happy to hear your chose Embrace to help keep your fur baby healthy and happy. Your recommendation is valuable advice for other pet owners, and we sincerely appreciate you taking the time to share your experience!
Best regards,The Embrace Team
Reviewed April 30, 2025
My 17 year old cat has been a healthy cat with no issues or preexisting conditions, due to her age I was told the increase was a factor. Not worth 640.74 a month plus 14.50 wellness to my previous premium of 131.38. I can find other companies that are more reasonable. I had no issues with Embrace until now. Very disappointed.☹️
Hello Ramon,
We understand a premium increase is never ideal and we regret any disappointment you've experienced with your policy. Embrace evaluates our premium increases annually based on our entire book of business. Our data team focuses on several factors, including the age of the insured pet, the tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace. To help offset larger increases we offer options to adjust your coverage, to help find coverage that still suits your needs and the needs of your pet, while also aiding in maintaining your budget. We see you've already spoken with a representative regarding these options, but you can also explore them via your MyEmbrace account under "Change Coverage" and can view more detailed instructions here: http://help.embracepetinsurance.com/en/articles/4428785-changing-your-pet-s-coverage. If you have any additional questions or concerns, please feel free to reach out and we're happy to help.
Best regards,The Embrace Team
Reviewed April 29, 2025
I called to verify insurance coverage prior to a vet visit to be aware of my coverage and deductible. I was impressed with the tech that answered my questions in a kind and informative manner. She was very aware of my circumstance with the dog and was sympathetic to me.
Hello Betty,
We strive to provide our customers with knowledgeable and compassionate support, so we're pleased to hear that our representative met your expectations. We sincerely appreciate you taking the time to share your experience!
Best regards,The Embrace Team
Reviewed April 26, 2025
I have a 19 month old dog, with the first renewal it jumped over 20% on the monthly premium price, went from $98 to $118. At this rate, when my dog is 5 years old it will cost $250 or more. Insane price increase!! Customer service isn't that good...you sit on "hold" forever before a person answers, once they answer they are very nice and helpful. Maybe hiring more staff with the price increases would help.
Hello Steve,
We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we’re sorry for any inconvenience that may cause. Please know that we are actively working on ways to minimize hold times and we appreciate your patience as we assist each pet parent with care. In addition to our phone line, we can be reached via email at hello@embracepetinsurance.com (general inquiries) and askclaims@embracepetinsurance.com (claims related inquiries). We also know a premium increase is never ideal and we sincerely regret any disappointment you've experienced with your policy. Embrace evaluates our premium increases annually based on our entire book of business and our data team focuses on several factors, including the age of the insured pet, the tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace. To help offset larger increases we offer options to adjust your coverage, to help find coverage that still suits your needs and the needs of your pet, while also aiding in maintaining your budget. If you would like to review these options, you can log in to your MyEmbrace customer account. The best way to quote and reduce coverage is online through MyEmbrace by following these instructions: http://help.embracepetinsurance.com/en/articles/4428785-changing-your-pet-s-coverage. If you have any additional questions or concerns, please don’t hesitate to contact us and one of our team members will be more than happy to assist you!
Best regards,The Embrace Team
Reviewed April 25, 2025
I’ve been a customer of Embrace for over 13 years, and I can't recommend them enough. I first signed up when I adopted my first dog, and during his later years when he became seriously ill, this insurance truly made all the difference. Every claim was handled exactly according to the terms, no surprises, no denied claims, and the process for submitting and receiving reimbursements was incredibly easy. Their transparency and straightforwardness gave me so much peace of mind during a really difficult time.
Now, I continue to use them for my two current dogs, and my experience remains just as excellent. Their customer service is outstanding. They are responsive, kind, and genuinely helpful. It's rare these days to find a company that maintains this level of consistency and trust over so many years. I'm so grateful to have found them, and I highly recommend them to anyone looking for dependable, honest pet insurance.
Hello Karolina,
Thank you for your heartfelt review and for being a loyal Embrace customer for over 13 years! We're truly honored by your continued trust and delighted to hear that our insurance provided crucial support during your first dog's later years. It's wonderful to know that our claims process was smooth and transparent, offering you peace of mind when you needed it most.
We're equally pleased that your experience with your two current dogs has been just as positive. Your praise for our customer service is greatly appreciated, and we're proud to have maintained a high level of consistency and trust over the years.
If you have any further questions or need assistance, please don't hesitate to reach out to us at embracesocial@embracepetinsurance.com or give us a call at 800-511-9172.
Best regards,The Embrace Team
Reviewed April 23, 2025
I hope one day soon you can pay the vet directly... When that happens. You’ll be the Pawfect Insurance Company anyone could have for their pets. Here is Toby Lee. He was diagnosed with Pancreatitis. Embrace offered to pay the Animal Hospital Thrive directly but for whatever reason they would not fill out the required forms to be paid by Embrace. Thank God my cousin was able to pay for the hospital stay and I have Toby today. Embrace was very quickly with the reimbursement. Yes I always recommend Embrace to all my Canine rescue friends. Angel (coordinator of Canine Services of Tx).
Hello Angelica,
Thank you so much for taking the time to share that feedback! We strive to provide the best service for you and your fur babies, so we're happy to hear you had a positive experience with your claim. We also appreciate your recommendation and hope Toby is feeling better and making a speedy recovery!
Best regards,The Embrace Team
Reviewed April 22, 2025
Embrace Pet Insurance is a standout choice for pet owners seeking comprehensive and customizable coverage for their furry companions. With a reputation for excellent customer service and a range of flexible plans, Embrace ensures that your pet's health and well-being are always a priority. One of the most impressive features of Embrace is its broad coverage options. From accidents and illnesses to hereditary conditions and alternative therapies like acupuncture, Embrace goes above and beyond to cater to your pet's unique needs. Their Healthy Pet Deductible program is a game-changer, rewarding policyholders with a $50 reduction in their deductible for every year they go without filing a claim.
Embrace also offers a Wellness Rewards program, which reimburses routine care expenses such as vaccinations, dental cleanings, and microchipping. This add-on is perfect for proactive pet parents who want to stay ahead of their pet's health needs. The claims process is straightforward and efficient, with many customers praising the quick reimbursement times and user-friendly online portal. Embrace's commitment to transparency and fairness is evident in their clear policy terms and willingness to cover curable pre-existing conditions after a symptom-free period.
While no pet insurance is perfect, Embrace comes close. Some benefits, like microchipping and end-of-life expenses, require an add-on plan, but the overall value and peace of mind they provide far outweigh these minor drawbacks. In summary, Embrace Pet Insurance is a compassionate and reliable partner for pet owners. Their dedication to providing top-notch coverage and support makes them a trusted choice for ensuring your pet's health and happiness.
Hello Timothy,
We understand the importance of finding the right pet insurance for your needs, and we're happy to hear your chose Embrace to help keep your fur babies healthy and happy. Your feedback is valuable advice for other pet owners, and we sincerely appreciate you taking the time to share your experience!
Best regards,The Embrace Team
Reviewed April 21, 2025
I have had Embrace for almost 2 years after other companies dropped me because I submitted a claim. Embrace works together with USAA, a well established company and provides fast, easy claims and friendly customer service. Their online processes are easily navigated and it’s very easy to find coverage for any of your fur family.
Hello Christopher,
We are so glad to hear you have had a great experience, and found it easy to use our online resources and work with customer service. Thank you for trusting USAA and Embrace!
Best Regards,The Embrace Team
Reviewed April 18, 2025
I have had Embrace insurance for many years and both dogs and cats. They have always been wonderful to work with. The accuracy and speed that my claims are processed is simply incredible. The fact that they can do a direct deposit into my bank account is much appreciated. To do it in under than 24 hours is a miracle!
Hello Alida,
Thank you for your five star review! We are so happy to hear you have had a great experience and are happy with the speed at which we have handled your claims. Thank you for choosing Embrace!
Best regards,The Embrace Team
Reviewed April 16, 2025
I started coverage on my Great Dane when he was 6 months old, and carried coverage until he died at almost 11.5 years old. The last 2.5 years of his life, he was in physical therapy once a week, and I never had any issues with his coverage and reimbursement. With a giant breed dog, the cost of coverage as he aged also increased. But it was always a fair price for what was covered. And never having to worry if his treatments would be covered was priceless to me. And when the time came to cancel his coverage, everyone was so kind and helpful. This is a great company, and I will use them again in the future.
Hello Amanda,
First and foremost, we want to extend our deepest condolences on the loss of your sweet boy. We are thinking of your family during this difficult time. We appreciate your kind words and are so thankful that we were able to help you care for your gentle giant throughout his life and ensure he was always able to receive any medical care necessary. Thank you for choosing Embrace to help keep him healthy and happy for so many years, and thank you for sharing your experience with our services.
Regards,The Embrace Team
Reviewed April 14, 2025
No pressure when I called to cancel. Just lots of empathy and kindness when I described my lost cat and how heartbroken I've been since his disappearance on March 9th. I will definitely keep your company in mind when I adopt another cat, maybe this summer if Ezra hasn't been found by then.
Hello Farida,
We are very sorry to hear of Ezra's disappearance, and wish you the best in this difficult time. We are glad to hear you had a good experience even with such a difficult phone call and hope to see you return to Embrace in the future.
Best regards,The Embrace Team
Reviewed April 12, 2025
I was referred to Embrace by my brother and I'm glad I listened! Embrace is responsive and communicates every step of the way. When you call you get a real person right away. Very patient, informative and helpful. Our claim was settled quickly and explained in detail. Can't go wrong with Embrace!
Hello Deborah,
We are so happy to hear you and your brother are happy with Embrace! We strive to be prompt, responsive, and friendly every step of the way, and we look forward to helping your furry friends for many years to come!
Best regards,The Embrace Team
Reviewed April 11, 2025
She was great. She answered all my questions and went above the expectations and helped me find what was best for me my yellow boy. Great people and service. I will refer everyone to you guys and gals. Nothing matters but what was said, she was the best when I talked it was someone in English
Hello Daric,
Thank you for taking the time to let us know you had a great experience with one of our Pet Insurance Advisors! We look forward to assisting you and your furry friend's needs. Thank you for choosing Embrace!
Best regards,The Embrace Team
Reviewed April 7, 2025
The agent who I spoke with, Gary **, was very knowledgeable and very patient with all my many questions. He helped me choose the best coverage for our one year-old cat. I had never gotten insurance before, but he helped me decide on a good coverage that worked best for our situation.
Hello Carmel,
Thank you for your kind words! We’re so glad to hear that Gary was able to assist you in selecting the best coverage for your cat and made your first pet insurance experience a positive one. We’ll be sure to pass along your appreciation to him!
If you ever have any questions or need further assistance, feel free to reach out at embracesocial@embracepetinsurance.com.
Best regards,The Embrace Team
Reviewed April 4, 2025
Sarah set me up with the perfect pet insurance for my Darling Rod! Sarah is a perfect Associate for Company! Then, Sherlyn! Another Perfect Associate for your Company! These two Associates show so much respect, loving and care that I’ll refer your company to family and friends! Thank-you! Rod and Patty **
Hello Patty,
We are so glad to hear that Sarah helped get Rod excellent coverage with Embrace, and Sherlyn was a great help as well! We look forward to assisting you and your friends and family in keeping your pets healthy and happy for years to come.
Best regards,The Embrace Team
Reviewed April 3, 2025
Like a lot of insurance companies, they take your money and don't pay on claims. My pet had a tumor removed that was different from other cyst.. They said it was a preexisting condition and it wasn't covered. My Vets said this Tumor was not the same as the preexisting cyst. Other claims with them were also turned down.. They were legit, they weren't covered.
Hello Robert,
We are sorry to hear of your disappointment with your policy regarding the decision on your submitted claims and the pre-existing conditions identified for your pet. We want to assure you we are committed to providing consistent coverage for pets throughout their life, and 92% of the claims we receive qualify for coverage. We strive to be as upfront as possible in regard to what we can and cannot cover, however we are unable to provide coverage for pre-existing conditions. These are identified as your pet having shown signs, symptoms, or having been diagnosed with the related condition prior to the policy purchase or within the waiting or exclusionary periods. We understand at this time you have chosen to end your coverage but if you have any further questions, please do not hesitate to reach out and we can review with you.
Best regards,The Embrace Team
Reviewed April 2, 2025
Knowledgeable and friendly and easy to talk to and all questions were answered. Will certainly recommends EMBRACE anyone with a pet, cat, or dog. Your pet is a lifetime responsibility. I take that very seriously and have ALL my pets. Am looking forward to working with EMBRACE for a long time. Believe in insurance for pets.
Hello Elizabeth,
Thank you for letting us know you are happy with the service you have received from Embrace! We look forward to helping your furry family members stay happy and healthy for many years to come.
Best regards,The Embrace Team
Reviewed April 1, 2025
Embrace has decided to raise their rates with the unbelievable explanation that they did a deep dive into the market and found out they were undercharging. What are they scuba divers? At least come up with something original and not an overused lie. My one dog has zero claims. And the other one about 1500 for the year. I was paying 198.00 now raised as of May to 298.00. Embrace has wonderful customer service agents. I feel the management team that came up with this malarkey, should be the ones to take the calls. I think it is cowardly to hide behind the customer service agents.
I have been with embrace for approximately 9 years and feel like I am locked in due to my one dog who is 8 years old and would be considered to have pre existing conditions if I changed insurance companies. So I am stuck. I think the customer service agents should receive the raises, not the team that instituted the raises, that we are all now having to pay. I feel most sorry for the animals whose families will no longer be able to afford coverage. SHAME on you! I don’t know how you can look at yourselves in the mirror.
Hello Deborah,
I am sorry to hear of your dissatisfaction with your insurance renewal. We take that feedback seriously and are always looking for ways to improve our customer experience. The information provided regarding the reasons for this increase is correct, rates can increase as pets get older due to their increased risk of developing an accident or illness and as veterinary medicine becomes more advanced. We are happy to go over adjustments to your policy to keep your furry friend insured and reduce your monthly premium, while also ensuring they remain covered for any conditions currently eligible under your policy. We appreciate your feedback, and are glad to hear that you have found our Customer Care Embracers to be helpful and meet your needs, even during a time of frustration with your policy.
Best regards,The Embrace Team
Reviewed April 1, 2025
I highly recommend Embrace Pet Insurance over their competitors. I did a lot of research before choosing them and I’ve had such a positive experience with them! Jennifer is great and helped me out in a kind, patient and knowledgeable manner. It’s easy to see, Embrace truly cares about animals and their customers!
Hello Donna,
Thank you for your feedback, we are excited to hear you had such a great experience with Jennifer. Thank you for choosing Embrace, and we hope you will consider us in the future for your pet insurance needs!
Best regards,The Embrace Team
Reviewed March 28, 2025
Bad diagnosis from another Veterinarian that could have caused her demise. Had I not changed and I got insurance because I felt that I may need it for the future and now I’m very glad I did. Well worth it! No regrets. I recommend everyone get it and it's not that expensive.
Hello Jenny,
Thank you for sharing your experience. We’re so glad to hear your pet is doing well and that you feel confident in your decision to have coverage with Embrace. Peace of mind during uncertain times is exactly what we aim to provide, and we truly appreciate your recommendation.
If you ever need anything, please don’t hesitate to reach out at embracesocial@embracepetinsurance.com.
Best regards,The Embrace Team
Reviewed March 28, 2025
Wes at Embrace provided well above average customer service, he thoroughly explained all of the coverages, services and pricing to me and answered all of my questions quickly and with exceptional professionalism. I will absolutely recommend my family, friends and colleagues contact. Wes at Embrace for all their pet insurance needs.
Hello Christina,
Thank you so much for your kind words! We’re thrilled to hear that Wes provided such exceptional service and helped make your experience with Embrace a positive one. We’ll be sure to pass along your praise—feedback like this means a lot to our team!
If you ever need assistance, please don’t hesitate to reach out at embracesocial@embracepetinsurance.com.
Best regards,The Embrace Team
Reviewed March 27, 2025
While searching for Pet Insurance for my fur babies. This company had the best coverage for my budget. The person I spoke with was very kind and patient with all my questions. It fit my budget. Able to get care for my babies and not break the bank. They offered choices and I was able to customize my plan.
Hello Sheila,
We’re so happy to hear that you had a positive experience with our representative and that they were able to help 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 for taking the time to share that feedback and for choosing Embrace to help keep your fur babies healthy and happy!
Best regards,The Embrace Team
Reviewed March 27, 2025
Embrace comes with a high recommendation from me. I was pleased with my coverage when my dog was insured with them. Embrace has a very efficient and friendly staff and I have only ever had great service and a wonderful experience with them. I recently left Embrace only because I was able to find a better rate with better coverage for my pet at a different company. My decision to move companies was a financial and logistical decision, but didn't have anything to do with the quality of Embrace's service.
Embrace is partnered with USAA and I am a veteran, so having that extra discount and extra care/partnership between USAA and Embrace gave me a lot of comfort that my pet was getting one of the best options out there. I have an older dog, so I have to make considerations for him, but another friend of mine has a cat and still has their pet insured with Embrace. They have had nothing but good things to say about Embrace's cat insurance as well.
Hello Via,
Thank you so much for your kind words and feedback about Embrace! We strive to provide the highest quality service for all of our pet parents and USAA members, and we are glad to hear you had a great experience. While we are sorry to see you go, we hope you will consider Embrace in the future for your pet insurance needs.
Best regards,The Embrace Team
Reviewed March 25, 2025
I was a previous member of Embrace Pet Insurance, but unfortunately we lost that pet. Got insurance on new pet last week. Love the fact that they offer a military discount, in addition to 15% for USAA military members. Love their wellness plan although I wish there wasn’t a cap on it.
Hello Sandra,
Welcome back to Embrace, and congratulations on adopting a new furry family member! I am glad to hear you're satisfied with the Wellness Rewards plan, and we appreciate your thoughts on a limitless option. We are always looking for ways to improve the experience of our pet parents and will take that into consideration. Thank you for your feedback, and thank you for trusting USAA and Embrace!
Best regards,The Embrace Team
Reviewed March 24, 2025
The contacted Embrace Pet Insurance due to my 1 year old kitten having an unexpected ER visit. This opened my eyes to the importance of having pet insurance because the cost was over $2,000 and if I had pet insurance it would have been covered 90%. I called Embrace and spoke with a knowledgeable insurance agent Netta who took her time to explain the cover as to what it covers and how the process of getting coverage begins. She answered all of my questions and the sign up process was quick and easy. Their app was easy to set up and now I can breathe easier knowing my two kittens are covered my a reputable pet insurance company.
Hello Maria,
I am so happy to hear you had a great experience with Netta! We look forward to assisting with all of your pet insurance needs. Thank you for choosing Embrace to help keep your kittens healthy!
Best regards,The Embrace Team
Reviewed March 21, 2025
Angela did a great job and I really appreciate it. She was educated informed ethical kind patient and very organized. Very good rates. I give her a triple plus. Thanks very much Chris **, Myrtle Beach, S.C. owner of Prince Harry and baby Nadine. I’ll see her and talk to her on the phone on April 3 here in Myrtle Beach, S.C.. I will be seeing a veterinarian at the Animal Clinic Of Myrtle Beach just a block down from me. Thanks very much.
Hello Priscilla,
We're happy to hear that your experience with Angela was satisfactory and that their product-knowledge helped guide your decision to consider Embrace. Please do not hesitate to reach out if you have any questions or concerns. We appreciate you sharing that feedback!
Best regards,The Embrace Team
Reviewed March 18, 2025
I had a problem with my debit card and had to call Embrace Pet Insurance. I spoke with Kayla. She was very nice and friendly. I didn't feel judged. It was a very good experience. I have recommended this insurance to some friends and family as we have had this insurance for our dog for nearly 8 years. We have not had any problems in sending in any claims or having them processed.
Hello Deborah,
We're happy to hear you experienced helpful and compassionate service from our representative. 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!
Reviewed March 14, 2025
DO NOT BUY PET INSURANCE FROM EMBRACE, they have 101 reasons not to pay for your pet, happened to my dog's knee surgery. I just found out that they only pay for 40% of all claims, learn my lesson, just save up for your pets.
Hello Jack,
We’re sorry to hear about your disappointment with your claim experience. We understand how stressful it can be when a pet experiences an unexpected illness, and we regret that your expectations were not met. Unfortunately, we are unable to provide coverage for pre-existing conditions, which is defined as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting/exclusionary periods.
We are committed to providing consistent coverage for pets throughout their life, and we want to assure you that 92% of the claims we receive qualify for coverage. We see you already spoke with a representative regarding your concerns, and we appreciate you sharing this feedback as we are always looking for ways to improve while still abiding by our policy terms and conditions. If you have any additional questions, please feel free to reach out and we're happy to assist you further.
Reviewed March 12, 2025
I was going to cancel my pet insurance because the premium went up a lot from last year. I spoke with Xena and she gave me many options to choose from so I could stop, have a great policy that I could afford. I would highly recommend Embrace Pet Insurance. The policies have excellent coverage and there are many options to help you afford the coverage.
Hello Dawn,
Thank you for the kind words and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, so we're pleased that our representative met your expectations. We also sincerely appreciate your recommendation!
Reviewed March 12, 2025
Mikala was very good with the customer service experience. It is good to know that the person helping you is very skillful and helpful in one total outfit, and I was very surprised that she was very attentive to my concerns, and she was good at giving me proper notice as to what might happen. Way to go!
Hello Clyde,
We sincerely appreciate your kind words about our representative. We strive to provide excellent customer service and are happy to hear you had a positive experience!
Reviewed March 6, 2025
Beware! Embrace and Fraud Are Synonyms – Stay Away from This Company. I have never written a negative review before. Typically, when I encounter a bad experience, I try to resolve it directly and find an amicable solution. However, that was impossible with Embrace. I purchased a policy for my yellow lab—my child—a few months ago and followed every rule in their book to ensure that, if and when I needed to file a claim, it would be handled fairly, ethically, and professionally. I submitted all required medical records dating back to 2023, completed orthopedic examinations, and even called to confirm the absence of pre-existing conditions. I did everything right.
Yet, when I submitted my very first claim—for a simple case of diarrhea—it was denied. Embrace falsely linked it to an isolated, one-time incident of hypersalivation, which was completely unrelated. Their process is designed to delay, deflect, and deny rather than support their customers. This company operates unethically, immorally, and, in my opinion, engages in deceptive business practices. Embrace is a fraud—stay far away!
Hello Sandeep,
We’re sorry to hear you were disappointed with your policy and claims experience. We want to assure you that we love paying claims—in fact, 92% of claims qualify for coverage!
To clarify, we are unable to provide coverage for pre-existing conditions, which means if a pet showed signs, symptoms, or was diagnosed with a related condition before the policy started or within the waiting or exclusionary periods, the condition would not be eligible for coverage. Our policies include a 2-day accident waiting period, a 14-day illness waiting period, and a 6-month orthopedic waiting period for dogs.
In reviewing your claim history, we can confirm that the vomiting claim was not covered due to its relation to a pre-existing hypersalivation condition. However, we want to assure you that your claim for diarrhea is still in line for review.
We understand that claim decisions can sometimes be frustrating, and we are happy to review any concerns further. Please feel free to contact us at 800-511-9172 or embracesocial@embracepetinsurance.com—we would love the opportunity to help!
Best regards,The Embrace Team
Reviewed March 5, 2025
My husband and I have a 4 year old doing going on 5. We had embrace for 1 year. During that time, they upped our monthly from $63 to $90 a month because of, "inflation". This was the LESSER of the plans. The thing that made us cancel was we went and go our dog his annual wellness visit, which cost us $290. Because we had scheduled our wellness visit 4 days sooner than 1 year due to the vet's scheduling conflicts (we needed our dog to get the flu and bordatella shots in order to keep going to dog daycare), they refused to reimburse us. Because of FOUR DAYS. We cancelled, I can't believe they'd forego over $1K a year because they didn't want to reimburse us 70% of $290 ($203). If it's this bad now I can't even imagine when my dog actually gets sick what a nightmare it would be.
Hello Carly,
We're sorry for any disappointment you experienced with your policy! Routine and preventative care, such as an annual wellness visit, is eligible for reimbursement under the optional add-on Wellness Rewards plan. The Wellness Rewards plan is not insurance, so there is no deductible to meet. However, if your Wellness balance has been fully maxed out and reimbursed back to you for the current term period, we are unable to reimburse more than your chosen annual allowance. The Wellness Rewards balance does reset back to the full amount when the policy renews each year, but we are required to process claims based on the actual date of service and how it falls within your policy term period. We were unable to locate your account to view the specific details of your policy, but we would like to resolve any additional questions or concerns you have. Please feel free to reach out to our Customer Care Center and we're happy to assist you further!
Customer Care Center – (800-511-9172) – 9:00am-8:00pm EST Monday-Friday / 10:00am-2:00pm EST Saturday
Email: hello@embracepetinsurance.com
Reviewed March 5, 2025
Embrace Pet Insurance insured us through the veterinary ups and downs of life with our four cats, letting us help our cats live their best lives for the longest possible. Embrace insured us through the travails of hyperthyroidism, a burst anal gland, a tissue infection, stitches, weight gain, weight loss, runny poop, sensitive stomachs, bad breath, dental cleanings, vaccinations, claw trimming, ultrasounds, x-rays, sensitive skin topical treatments, and prescription cat food. We were able to give the best possible lives to our cats because Embrace helped us afford to do that.
In every case, every single person from Embrace who interacted with me was pleasant and helpful. Claims were reviewed in a timely way. Any issues were sorted out quickly. Online claim filing was not too hard (even for me). Our cats have both the veterinary version of major medical insurance and wellness insurance through Embrace. In my opinion, both insurances are well worth the cost. Embrace even covered RadioCat treatment for our Meghan; this single injection gave her several extra years of happy, healthy, pill-free life and cured her hyperthyroidism.
Hello Margot,
We understand how important pet insurance is, especially when facing unexpected vet bills, and we are so happy to hear your policy has helped provide the ability to choose treatments based on the best care options available, not based on the cost. Thank you for taking the time to share your experience!
Reviewed March 4, 2025
My credit card was automatically charged for my second year of Embrace Pet Insurance. I'm not ecstatic about my credit card info being left at a company's web site where it can be potentially hacked. Furthermore, I would like to be in charge of renewing the insurance manually each year, like I do for all companies that I have an account with.
I got Embrace's customer service number from their web site, only to find out that it led me to an AI guided insurance company peddling Medicare medical devices. I was never able to reach Embrace thru this predatory site. After an extensive Google search, I did find a working number; a pleasant woman answered the phone and I explained to her that I had just paid for a second year of pet insurance and that I wanted my credit card info removed from their site. She did not have the authority to do that so she passed me onto her manager. This fellow informed me that it wasn't their policy to remove credit card information. How do they get away with that crap! I cancelled my policy immediately, and notified my credit card agency of their policy!
Thank you for reaching out with your concerns regarding our billing processes, Mike. Renewals on our policies are automatic, as notated within our Terms and Conditions that one must agree to in order to purchase a policy. In line with this, we do require a payment method to remain on file for active policies in order to facilitate the automatic monthly or annual billing, and annual renewals. We understand that this process may leave some Pet Parents hesitant but we can assure you that the security of this information is a priority to us and all information is promptly removed when a policy is closed.
Regarding the error you experienced with our phone number, we would like the opportunity to investigate this further, including the website where you located this information. If you can please let us know the number you had problems with and where you located this number, our team can be reached at embracesocial@embracepetinsurance.com.
Regards,The Embrace Team
Reviewed March 4, 2025
My dog had an ear infection last year in October and then when he blew his puppy coat, the fur got balled up in his ear and had a separate flare up and they did not cover it, and they had the nerve to try and sell me another wellness plan. Since then I’ve found way better options for an affordable and better price. Just because they partner with USAA doesn’t mean it’s a good company.
Jason, we are sorry to hear of your disappointment with your policy regarding the decision on your submitted claims and the pre-existing conditions identified for your pet. We are very proud to partner with USAA , and we want to assure you that we are also proud to provide coverage when able. We are however, unable to provide coverage for pre-existing conditions. Within the Terms and Conditions these are identified as your pet having shown signs, symptoms, or having been diagnosed with the related condition prior to the policy purchase or within the waiting or exclusionary periods. We do distinguish between temporary and permanent pre-existing conditions, and if condition is deemed temporary and your pet goes 12 consecutive months without any recurrent signs or symptoms it could be eligible for expiration so we can provide coverage in the future. Our goal is to review all claims and medical history submitted to us as accurately as possible and if you feel like anything submitted for your pet(s) was not reviewed properly, we encourage you to contact us so that we can assess further and address any questions you may have. We understand at this time you have chosen to end your coverage but if you have any further questions, please do not hesitate to reach out.
Regards,The Embrace Team
Reviewed March 4, 2025
From start to finish the customer service at EMBRACE was outstanding. They were very responsive, professional, friendly, and kind. They were a pleasure to do business with and I highly recommend them. I knew my puppy would be well taken care of should any emergency arise, and at a reasonable cost that would far outweigh the cost of treating any injury or illness.
Thank you for your review of Embrace, Kathy. We are so glad to hear that you have had a positive experience with our services and also, in your interactions with our Embracers. Thank you for choosing us to help keep your sweet puppy happy and healthy. We appreciate your recommendation!
Regards,The Embrace Team
Reviewed March 4, 2025
If you’re thinking of getting pet insurance for your fur babies Embrace has been a wonderful company to work with. Our Yorkies developed PLE at 6 & 7 years of age. They had to see a specialist from that point forward. They had so many blood tests and two medicines that had to be compounded. Embrace covered everything for 8 years until we lost the last brother at 14 years of age. They pay quickly. They cover unexpected expenses. They are fantastic. We will never be without their coverage.
Thank you for sharing your experience with Embrace, Sharon. We are so sorry to hear of the losses of your beloved Yorkies but we thank you for trusting us to help aid in their care for so many years. We understand it can be very stressful when your pet is diagnosed with a chronic illness that will result in high veterinary costs. We are so glad that we were able to help support you as you faced these related bills. We appreciate your loyalty to Embrace and thank you for your review.
Regards,The Embrace Team
Reviewed March 3, 2025
The help I received was great. My questions were answered and the young Lady I spoke with was warm, courteous, and genuinely concerned with my problem. She helped get it fixed and wanted to know if there were any more questions or concerns I had. I had none. She is very professional, and sweet. I have been a customer for a few years now, and only submitted one (1) claim.
Hello Phyllis,
Thank you for sharing that feedback! We also sincerely appreciate your kind words about our representative. We strive to provide excellent customer service and are happy to hear you had a positive experience!
Reviewed Feb. 28, 2025
Ash was very friendly and knowledgeable. This is what made me feel confident in purchasing a policy with Embrace! The website well done. I have all the things I need at my fingertips to upload and even just check on the claims. I love the 2 day direct deposit reimbursement!
Thank you for your positive review of Embrace, Rhonda. We are so happy to hear that your experience with Ash was satisfactory and that his product-knowledge helped to guide your decision to choose Embrace. We are also glad to hear that you feel the MyEmbrace portal is user-friendly and efficient! 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 your furry family member healthy & happy!
Regards,The Embrace Team
Reviewed Feb. 11, 2025
As a puppy, Oliver, our black lab, loved to chew soft toys and cloth leashes and ended up with an obstruction. The surgery was $3800 and Embrace covered all but $1000. He was diagnosed with renal dysplasia at 41/2 and passed away 4 months later. Embrace paid for the majority of his vet care. I was so glad I had it when the unexpected happened.
Hello Cindy,
First and foremost, we are so very sorry for the loss of your sweet Oliver! We understand this has been a difficult time, but we're glad to hear that the policy was there to help during your time of need and we sincerely appreciate you taking the time to share your feedback. Please know we are sending well wishes to you!
Reviewed Feb. 10, 2025
I am extremely happy with Embrace. It is wonderful that you can be insured for grooming and the like which is highly unusual. Also when I was getting nowhere with signing in to my account I got a gentleman to help me as I call it straighted out the people reviewing my accident and illness portion of insurance and he fixed it immediately or actually about 10 minutes which calmed me down. Thank you Embrace far superior to the other Pet insurance I had before you.! Janet K
Thank you for sharing your positive experience with Embrace, Janet. We are so happy to hear that you are satisfied with your coverage and have found our optional Wellness Rewards plan to be a valued benefit to assist with your pet's grooming costs. We are also glad to hear that our team members have been helpful in promptly addressing any concerns that you have experienced. Thank you for taking the time to share your review and for trusting Embrace to help keep your pet(s) happy and healthy!
Regards,The Embrace Team
Reviewed Feb. 10, 2025
My policy went from $118 dollars to $192 dollars when it renewed. When I called they said they increased premiums increased in NY. I understand an annual increase but I think over seventy dollars is a little excessive at one time. I also did not get a notice of the increase I noticed on my bank statement.
Shelley, we are very sorry to hear of your disappointment in the premium increase on your policy. Though we know it does not make the situation any easier to navigate, as premiums do increase over time with all types of insurance products, the same standard applies with pet insurance products. The primary factors that impact premium evaluation annually with Embrace include the age of the insured pet, he tenure of the policy, and inflation, which includes the increasing cost of veterinary care. Our premiums are based on actuarial data collected from all active Embrace policies.
Increases on our policies specifically are evaluated annually in relation to your renewal date. As we are a paperless company, we do use electronic delivery to provide all notifications regarding policy changes and renewals. To make sure you are receiving our notices, it can be helpful to make sure we are an approved sender in your email settings.
As our coverage is customizable, if you would like to explore reducing your coverage to help find a premium to better fit your budget, please do not hesitate to let us know and we would be happy to provide some options for you.
Regards,The Embrace Team
Reviewed Feb. 8, 2025
When I call Embrace this morning, I spoke with Nick who is very knowledgeable, helpful, and patient. He put me at ease and answered all my questions in a calming and soothing voice. It is really nice to be able to talk to someone so helpful when your pet is not well. I wish all customer care representatives can be like him!
Joyce, thank you so much for sharing your positive review of Embrace. We are so happy to hear that Nick was able to provide you such a wonderful customer service experience and was able to address all of your concerns, especially during a stressful time with an ill pet. Thank you for taking the time to share your experience and for choosing Embrace Pet Insurance to help keep your pet healthy and happy!
Regards,The Embrace Team
Reviewed Feb. 7, 2025
Denied my only claim in 2 1/2 years of coverage for 3 pets. Deemed diagnosis to be preexisting then denied claim. Raised premiums without notification. Strongly recommend reviewing other people's experience with claims to anyone considering signing up with them.
Jack, we are sorry to hear of your disappointment in your experience with Embrace. We understand your frustration regarding the decision on your claim and the pre-existing condition(s) identified for your pet. While we love to provide coverage when we are able, we are unable to provide coverage for pre-existing conditions as a primary exclusion. Within our Terms and Conditions pre-existing conditions are defined as your pet having shown signs, symptoms, or having been diagnosed with the related condition prior to the policy purchase or within the waiting or exclusionary periods.
Notification of the annual renewal of a policy and the anticipated premium related to the renewal is provided to all policyholders via email per our Terms and Conditions, unless the policyholder has indicated otherwise, and requested this information be provided by mail.
If you would like us to review your concerns further, please do not hesitate to email us at embracesocial@embracepetinsurance.com.
Regards,The Embrace Team
Reviewed Feb. 6, 2025
Pet insurance is mostly a scam. They will pay nickles and dimes at best. Pre-existing conditions does not mean what you think it does. For them it means they get out of most anything. Much better off to self insure by putting $100 a month aside. My dog had renal failure and even with this major condition, I still would have been much better off just paying out of my own pocket. As it stood, I paid them thousands in insurance premiums and then got nickels back, paying mostly out of pocket for this condition. You literally will not benefit from pet insurance in almost any instance except possibly from a catastrophic accident (hit by a car or something). Even cancer is doubtful, because once a pet has cancer they go pretty quickly no matter what is done. Just set aside the premium you would pay them from the moment you get a pet. You'll be better off.
Curtis, thank you for sharing your review of Embrace, though we are sorry to hear of your disappointment in your experience. While we do understand that self-insuring may be a good option for some Pet Parents and their pets(s). At Embrace we are also very familiar with the many types of sudden large veterinary costs that can occur with a pet and quickly deplete one's savings, thus challenging the idea of self-insuring being sustainable.
To try to help as many Pet Parents benefit from insurance as possible, we do provide customizable coverage parameters to choose from when starting a policy and also provide the option to adjust the coverage and premium on one's policy based on what they feel is best for their individual pet and situation as time goes on. Our Team is always happy to discuss one's options and find a policy that best suits their needs.
Regards,The Embrace Team
Reviewed Feb. 5, 2025
I have called twice with questions regarding my policy and claims submission and received excellent information enabling me to provide correct info on my claims submission. Both of the customer service representatives listen politely and responded with in depth answers to my concerns. This is a wonderful company for ensuring my pets will be well cared for at a reasonable cost to me.
Thank you for your positive review of Embrace, Jeanne. We are so happy to hear that our Customer Care Embracers were able to address your questions and inform you on your policy thoroughly when you called in. Thank you for taking the time to share your experience and for choosing Embrace. We are happy to be a part of your pets' health journey.
Regards,The Embrace Team
Reviewed Feb. 4, 2025
I've never had a case when I spoke with one of the support people at customer service and felt they were not listening or felt that they were not concerned. They were all professional. The financial aspect is incredibly worry, relieving. Every animal gets older and many animals have different illnesses. And as a retired part-time, person finances are a concern. I totally recommend embrace.
Hello Debra,
Thank you for your kind words about our representatives! We understand the emotional and financial burden that comes with caring for a pet, so we are glad your policy has provided you with the peace of mind you need and we sincerely appreciate your recommendation!
Reviewed Jan. 31, 2025
Pretty decent in getting your claims reimbursed… but EXTREMELY KIND TO MY DOG WHO HAS A SEIZURE DISORDER…. However their cost has increased and for someone who needs to insure 3 pets. It's very out of pocket expensive. My only real disadvantage is that you can never get their app to work and they never answer the phone so that's a total disadvantage… I guess I only rate them as highly as I did is because I’ve had them for years and they have always paid me back as stated in our contract
Hello Rosanne,
Thank you for taking the time to share that feedback with us! We strive to provide our customers with knowledgeable and helpful support, so we're pleased to hear that our team met your expectations and you have been satisfied with the outcome of your claims. Embrace's coverage structure allows each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you are interested in exploring these options, you can do so via your MyEmbrace account under "Change Coverage" and can view more detailed instructions here: http://help.embracepetinsurance.com/en/articles/4428785-changing-your-pet-s-coverage.
We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we’re sorry for any inconvenience that may cause! Please know that we are actively working on ways to minimize hold times and we appreciate your patience as we assist each pet parent with care. In addition to our phone line, we can also be reached via email at hello@embracepetinsurance.com (general inquiries) and askclaims@embracepetinsurance.com (claims related inquiries).
If you are experiencing any technical errors with MyEmbrace, we recommend the following steps:
1) Clear your browser history/cookies/cache if you are using a web browser (it's most important to clear your cache)2) Restart your Internet router/modem
3) Use Google Chrome as the MyEmbrace portal tends to be most compatible with that browser
4) If you are using the mobile app, please make sure you have the latest updates installed on your device, and deleting and reinstalling the app will typically help clear up any errors
5) If you are using a VPN (virtual private network), it must be set to a US location, otherwise you will not be able to access MyEmbrace
We see you recently spoke with a representative, but if you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed Jan. 27, 2025
I have sometimes had trouble filing claims. It seems they always want more than what the doctor gives me to describe the service I received.. I am elderly and legally blind, and I find this to be a nuisance. Do you have to redo things which are often all I need eventually the situation is resolved and then I am happy with the service.
Hello Ms. Verdell,
Thank you for sharing your experience with us. We appreciate your patience and understand that filing claims should be as smooth and accessible as possible.
In some cases, we may need additional details from your veterinarian to ensure we accurately process your claim. If you ever have any difficulties or need further assistance, please reach out to us at embracesocial@embracepetinsurance.com, and we’ll be happy to help in any way we can.
We truly appreciate you being a part of the Embrace family and want to make the process as hassle-free as possible for you. Please don’t hesitate to contact us if you need anything!
Best regards,The Embrace Team
Reviewed Jan. 25, 2025
All of my experiences with Embrace Customer Service representatives have wonderful - especially while dealing with upsetting issues concerning loved pets. The Embrace reps were also professional, understanding, compassionate with excellent communication skills. Plus, Embrace Insurance provides the necessary coverage at reasonable prices. This is a true win-win combination for customers!!
Hello Ray,
We're happy to hear that you have had such a positive experience with our Customer Care representatives! We understand the emotional and financial burden that comes with caring for a pet, and we are glad your policy has provided you with the peace of mind you need. Thank you for your kind words and for taking the time to leave that feedback!
Reviewed Jan. 25, 2025
I was very pleased with the help I received in getting my insurance plan for my new chihuahua. Wes explained everything and answered all my questions. It was very easy to set up my plan. If I have any further questions he assured me that I can call call customer service.
Hello Patricia,
Welcome to the Embrace family! We strive to provide our customers with knowledgeable and helpful support, and we're pleased to hear that our team has met your expectations!
Reviewed Jan. 23, 2025
I had Embrace pet insurance for much of my cat's life. Sadly, her life ended. It was near the end I used the claims the most. It was easy to do, as I simply uploaded the invoice into their claims. It would take some time to process, but that was expected. However my best experience with them was not the silent but easy reimbursement process. It was after my cat's life ended. I waited a long time to cancel the rest of the policy because I didn't want to be reminded - several months. When I finally did the staff on the phone were both helpful, quick, and went far above what I expected by getting me reimbursed back as far as they could after hearing how long it had been. It was a lovely kindness that I don't often experience in any sort of customer service.
Hello Diane,
Thank you for taking the time to share your experience with Embrace Pet Insurance. First and foremost, we want to express our deepest condolences for the loss of your beloved cat. We understand how difficult it is to say goodbye to a cherished companion, and we are honored to have supported you during your journey together.
We’re glad to hear that you found our claims process straightforward and that our team was able to provide kindness and assistance during such a challenging time. Our goal is always to make things as seamless and supportive as possible, and your feedback reassures us that we’re meeting that standard.
Your words mean a great deal to us, and we appreciate your trust in Embrace throughout your pet’s life. If you ever need anything in the future, please don’t hesitate to reach out.
Best regards,The Embrace Team
Reviewed Jan. 15, 2025
Raised my rates with no claims. On limited income. Almost doubled since sign on 4 years ago. Scam scam scam. I put this out there for free advertisement. If you would like will sent a copy to state rep.
Hello William, we are sorry to hear of your negative experience with Embrace. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premium evaluation each year with Embrace include the age of the insured pet, tenure of the policy, and inflation, which includes increases in veterinary costs. Our premiums are based on actuarial data of all the policies we have in force, and it is important to note that over the lifetime of the policy with any pet insurance company, you are likely to see very similar trends, it just may vary when the increase(s) happen.
To try to help offset larger increases and ensure your coverage remains within your budget, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to explore changing your pet's coverage to better fit your budget, you can do this via your MyEmbrace account, or by giving us a call at 800-511-9172 and we are happy to help.
Regards,The Embrace Team
Reviewed Jan. 8, 2025
Embrace has given me great peace of mind when it comes to the care of my furry family. They've always been reliable and provided great preventative care. They're affordable and make the claims system very easy! Their app is easy to use and reaching someone through the phone is quick!
Thank you for your kind words, Humberto. We are so happy to hear that you have been satisfied with your experience with Embrace and that our service has been able to help you keep your furry family members happy and healthy! We love hearing that you have found our service to be excellent. Thank you for taking the time to share your feedback!
Regards,The Embrace Team
Reviewed Jan. 8, 2025
Over 18 months with Embrace, premiums are high, and if they have an opportunity to work around paying you, get ready to spend some time on the phone making calls for reimbursement. They'll ask for medical records endlessly before reimbursing certain claims.
Hello Taylor,
We apologize for any frustration you experienced with the claims process! Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). 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 MyEmbrace account. You can view more information here: http://help.embracepetinsurance.com/en/articles/4467726-how-long-does-it-take-for-embrace-to-process-claims-and-what-are-the-claim-statuses.
We see you recently spoke with a representative and your claims that were submitted have finished processing. We hope that helped clear up any confusion, but if you have any additional questions, please feel free to reach out and we're happy to help!
Reviewed Dec. 31, 2024
I have been shopping around for pet insurance for about a year and haven't been able to understand fully each of their policies. Embrace broke everything down for me, So far I have spoken to 2 of their agents and both have had outstanding customer service and addressed my concerns quickly. I was able to understand everything, and they helped me out so I could understand it better. I highly recommend this company for pet insurance.
Thank you for your positive review of Embrace, Cristina. We are so happy to hear that our agents have been able to address your questions thoroughly and helped you choose a plan that met your needs. We appreciate your recommendation and look forward to helping you keep your pets happy & healthy!
Regards,The Embrace Team
Reviewed Dec. 29, 2024
Embrace is very consistent and timely. Debiting my checking account monthly for their premium. My premium has increased 90% for 2025 also… They are slow and reimbursement, always looking for an excuse to not pay the claim that their expert, which is usually a former veterinarian are always rude and asking questions like an attorney or maybe a prosecutor. Makes me wonder why they’re not a vet any longer… Usually the team member that answers the phone is very pleasant, but the wait time can be 16 to 20 minutes and sometimes more. They have enough employees to make sure that they have accounts receivable staff, but never enough people to answer the phones regarding your claim… I am now locked in because of the disease my dog has, going to another insurance would cause a pre-existing disease.… I would never refer them to anybody I really cared about…
Thank you for reaching out and we are very sorry to hear of your disappointment with Embrace. Though we know it does not make the situation any easier to navigate, as premiums do increase over time with all types of insurance products, the same applies with pet insurance. The main factors that impact premium evaluation annually with Embrace include the age of a pet, tenure of the policy, and inflation, which includes the increasing cost of veterinary care. Our premiums are based on actuarial data collected from all active Embrace policies. While we understand a premium increase can be frustrating, our policies are customizable and you are able to alter the coverage parameters to try to find a premium to better suit your budget. If this is ever an option you would like to consider, you can do this by giving us a call or reviewing your MyEmbrace Portal.
As for the review of claims, we want to assure you that our primary goal is to provide coverage when we can and 92% of the claims submitted to Embrace qualify for coverage. While we do strive to process claims submitted within the standard processing time of 10-15 business days, there are times like in instances of a first insurance submission or a claim where we may need clarifying information about the invoice or services rendered, that the processing may take longer. We want to always ensure our claims are processed fairly and if you ever do not agree with a decision made, we encourage you to reach out and discuss it with our team. While we do understand at times our hold times may be longer than desired, we are continuously working to train and hire additional staff to aid in resolving this.
We understand that your experience with us has not been satisfactory. If you have specific concerns that you would like us to investigate further on your policy, please feel free to email us at embracesocial@embracepertinsurance.com.
Regards,The Embrace Team
Reviewed Dec. 24, 2024
Always professional - courteous and kind. I am pleased each time I contact customer service. I was hesitant about purchasing pet insurance but Embrace had excellent ratings and this has been a win-win!!!! I recommend Embrace highly. Customer service is always patient and thorough. They let you know specifically what is needed to move forward in the process of getting your claims submitted thoroughly without any back and forth. When making my selection I did the research and everything was clear and concise. I recommend highly. Thank you!
We are thrilled to hear that you recommend Embrace so highly and are satisfied with your decision to purchase a policy, Marie. We are so grateful that you have found our communication and customer service to be satisfactory. Thank you very much for your kind words. We thank you for choosing Embrace to help keep your pets happy and healthy!
Best Regards,The Embrace Team
Reviewed Dec. 20, 2024
Embrace has been so helpful and easy to work with. Just 2 weeks after I joined Embrace my puppy had a freak accident. I couldn’t believe Embrace reimbursed me for exactly what the policy says they would. I really thought I was going to be out of luck. I had only been with them for 2 weeks. Both of my dogs are insured with Embrace and I won’t ever be without insurance. I have no vested interest in this company. Just very happy with their help.
Thank you very much for your positive review, Heather. We are very pleased to hear you are happy with your decision to choose Embrace for your dogs and are glad to hear your recent claims experience with your puppy was satisfactory. We hope your puppy is doing well!
Best Regards,The Embrace Team
Reviewed Dec. 9, 2024
Tldr: Embrace declined to reimburse us for our dog's CCL surgery due to a minor misstatement in our dog's health record. Even after a vet's note clarifying.
We have been paying for dog insurance since September 2023. Our dog had CCL surgery in October 2024 with first signs showing in April 2024. The vet technician took an unverifiable, off hand comment in the notes section that mentioned we may have noticed some limping months prior (even though we didn't think anything was seriously wrong at the time or we would have brought him into the vet sooner).
It took over 50 days to get an initial response from Embrace and the first thing I heard back was a list of all the possible things they would not cover. They ultimately declined the claim (66 days and 2 premium payments later) even after an appeal with a vet's note that clarified that the official doctor's diagnosis wasn't until April. Overall dealing with Embrace has been a frustrating experience that I would not wish on anyone. Do NOT use Embrace and save your money for a rainy day for your furry loved ones.
Hello Joshua,
Thank you for sharing your feedback. We understand how challenging it can be when a claim does not meet expectations, and we appreciate the opportunity to address your concerns.
We want to assure you that we love paying claims—92% of the claims we receive qualify for coverage. However, we are unable to provide coverage for pre-existing conditions, which include any signs, symptoms, or diagnoses that occur prior to the policy purchase or during the waiting or exclusionary periods. For reference, we have a 2-day accident waiting period, a 14-day illness waiting period, and a 6-month orthopedic waiting period for dogs.
We understand your frustration regarding the claim review process and the timeline involved. While we base our decisions on the medical records provided, we also carefully consider clarifications from veterinarians to ensure every claim is evaluated fairly. We are sorry that this situation led to disappointment and frustration.
Your feedback is valuable, and we appreciate you taking the time to share it. If you have additional questions or need further assistance, please don’t hesitate to contact us by phone at 800-511-9172 or by email at embracesocial@embracepetinsurance.com. We wish you and your pet the very best.
Best regards,The Embrace Team
Reviewed Dec. 7, 2024
I had a complex claim with approximately 60 pages of documentation with the invoice. Tiffany courteously walked me through how to file it, explaining how Embrace handles such claims and that it would take considerably longer to get the claim processed. She did all this in a professional, patient, and courteous manner.
Hello Ron,
Thank you for sharing your experience with us! We’re so glad to hear that Tiffany was able to assist you with filing your claim and provide clear guidance on the process. Handling a complex claim with such extensive documentation can be daunting, and we’re thrilled that Tiffany’s professionalism, patience, and courtesy made the process easier for you.
Your feedback means a lot to us and reinforces our commitment to providing compassionate and helpful support to all our customers. If you have any additional questions or need further assistance, please don’t hesitate to reach out—we’re always here for you and your pet. You may call us at 800-511-9172 or email us at embracesocial@embracepetinsurance.com.
Thank you for trusting Embrace with your pet’s care.
Best regards,The Embrace Team
Reviewed Dec. 7, 2024
Do not recommend, they consider everything a preexisting condition and deny all claims. Had a overzealous vet note everything no matter how minor on the first exam of an 9 week old puppy. Months later when I filed my first claim it was denied. Appealed it and had the vet write a letter explaining how there was no correlation and it was completely independent of the first exam and Embrace said it didn't matter. She would be ineligible for a year. In Nov I had a dental procedure completed that will help save future claims and pain for the pup and not going to bother filing because they won't cover it because the initial exam noted slightly base narrow lower canines. What a joke that you have to fight with them to cover a claim.
Hello Anna,
Thank you for sharing your feedback, and I’m truly sorry to hear about your frustration with your claim experience. It’s never our intention to cause stress or disappointment, and I’d like to provide some clarity about our processes.
Our goal is to provide comprehensive coverage while adhering to the terms of each policy. To determine eligibility, we rely on medical history to assess conditions that may have existed prior to enrollment or during waiting periods. I understand how frustrating it can be when this results in a claim denial, especially after taking proactive measures for your puppy’s health.
We do appreciate your efforts to appeal and provide additional context, and I’m sorry that the outcome didn’t meet your expectations.
We truly value your feedback as it helps us improve, and I want to ensure that you feel heard and supported. Please feel free to reach out if you’d like to discuss this further. You may give us a call at 800-511-9172 or email us at embracesocial@embracepetinsurance.com.
Best regards,The Embrace Team
Reviewed Dec. 6, 2024
Dog.
Hello Roy,
Thank you so much for your thoughtful review and for trusting Embrace Pet Insurance to protect both Boo and Baby Boots. We’re honored to have been a part of Boo’s journey for over 12 years, and it means so much to us that you’ve chosen Embrace again for Baby Boots.
Our team is dedicated to being responsive and supportive, and we’re thrilled to know we’ve met your expectations. We look forward to continuing this long-term relationship and being here for you and Baby Boots every step of the way.
If there’s ever anything we can do to support you, please don’t hesitate to reach out.
Best regards,The Embrace Team
Reviewed Dec. 6, 2024
Very pleased with the representatives who are knowledgeable and excellent listeners. Treated with respect. They are very thorough. Definitely recommend this company to others who have fur babies. I had a wide range of questions regarding our policy and the representatives did a wonderful job in looking over our policy and answering questions completely.
Hello Mitzie,
Thank you so much for taking the time to share your experience! We’re thrilled to hear that our representatives were able to provide the thorough, respectful, and knowledgeable assistance you deserve.
At Embrace, we know how important it is to have clarity and confidence in your policy, and it’s wonderful to hear that our team addressed all your questions so completely. We’re honored to be a part of your journey as a pet parent and truly appreciate your recommendation to others.
If there’s anything else we can do for you or your fur babies, please don’t hesitate to reach out by email at embracesocial@embracepetinsurance.com.
Best regards,The Embrace Team
Reviewed Dec. 6, 2024
My experience hasn’t been all that great honestly. I signed up and it stated the Benefits I would receive.. Exams, lab work, medications, etc would be covered and 70 percent reimbursement.. I submitted the claim and previous medical records and I’m denied reimbursement.. How? It clearly states that those are covered. I’m told because it was before the illness date. But it’s not an illness. How does that make sense. It’s past the accident date tho! It’s not a illness or accident. It’s routine procedures.. I’m not happy with the fact it promised one thing and didn’t actually fulfill their part..
Hello Leila,
Thank you for sharing your experience. We’re sorry to hear that you’re disappointed with your policy, and we’d like to help address your concerns.
Our terms and conditions clarify that preventive care is excluded under our accident and illness insurance. Specifically, as outlined in Part IV-Exclusions, the following are not covered:
Preventative Care, including but not limited to wellness exams or tests, preventative treatments, tests or diagnostic procedures, vaccinations, flea and other parasite prevention, spaying or castration (including preventative sterilization surgery such as for treatment of cryptorchidism, chimerism, or chromosomal abnormalities), grooming and de-matting, and dewclaw removal.
We understand that preventive care is important, which is why we offer the optional Wellness Rewards program. This program provides reimbursement for routine and preventive care, allowing pet parents to customize their policy to better fit their needs.
We’d love the opportunity to discuss your situation further and ensure you feel supported. Please don’t hesitate to reach out to us at 800-511-9172 or at embracesocial@embracepetinsurance.com, and a member of our team will be happy to assist you.
Thank you for your feedback—we value your trust and are here to help!
Best regards,The Embrace Team
Reviewed Dec. 2, 2024
You never get anyone on the phone to answer any concerns you might have, takes forever to pay a claim. Not a good company. When you call the recording says the same thing regardless when you call is due to high call volume we can't take your please try again later.
Hello Benjamin,
Thank you for sharing your feedback. We’re truly sorry to hear about your experience and understand how frustrating it can be to face delays or challenges in getting support. We strive to provide timely and effective service, and it’s clear we fell short in meeting your expectations.
Your concerns about our phone availability and claim processing times are important to us. We’re continuously working to improve our systems and response times to better serve our customers. If you’re still in need of assistance, please reach out to us via email at embracesocial@embracepetinsurance.com so we can address your concerns promptly.
We appreciate your feedback and the opportunity to improve.
Best regards,The Embrace Team
Reviewed Dec. 2, 2024
Embrace has plenty of options to manipulate to lower one's premiums to be affordable. Embrace treats us like family and their claim process is simple and pretty quick for reimbursements. If you have an issue which you need to speak with a person, Embrace supports this option. You may have to wait a bit but it is better than those BOTs which are useless. I recommend them highly!
Hello Michael,
Thank you for your wonderful review! We're delighted to hear that you've had a positive experience with our service, claim process, and flexible premium options. At Embrace, we strive to provide a personalized touch and treat our customers like family, so it’s especially rewarding to know that this resonates with you. We truly appreciate your recommendation and are always here to help whenever you need us!
Best regards,The Embrace Team
Reviewed Nov. 27, 2024
Wes is very good at his job! He offered me options to think about, & gave me his number in case I changed my mind later,. I think he's a great addition to Embrace's team! It was very nice speaking to him on the phone! A great person!
Hello Kathi,
Thank you so much for your kind words about Wes! We’re thrilled to hear that he provided you with thoughtful options and excellent service. Wes is indeed a valuable member of our team, and we’ll be sure to share your feedback with him. If you have any further questions or need assistance in the future, don’t hesitate to reach out—we’re here to help!
Best regards,The Embrace Team
Reviewed Nov. 25, 2024
Claims processing is timely, straightforward and easy in the portal. CSR reps if you ever need to call, are US based and always able to help. Avoid pre-existing conditions, buy insurance when you acquire your pet before you take them to the vet for their first appointment. Have your vet do the ortho exam and complete that form and submit it immediately to get the 6 month waiting period for Ortho coverage waived. Request Embrace contact your vet immediately after your pets first visit, obtain their detailed and complete medical record with SOAP notes and confirm/advise if they are excluding any pre-existing conditions from being covered while you are in your first month of coverage so you can cancel and receive a full refund if you disagree. Following those simple steps and then filing your claim online in the portal will enable your first claim should you file one.
My experience has been I am reimbursed via ACH direct deposit within 7-10 days of filing in the portal. I have had nothing but positive experience with Embrace and would recommend them to any new pet owner so you have peace of mind. If your baby is sick or injured, the last thing you want to worry about is how to afford the care they need.
Hello Merideth,
Thank you for taking the time to share that feedback! We're happy to hear that you have had such a positive experience with our Customer Care team and claims service! We understand the emotional and financial burden that comes with caring for a pet, and we are glad your policy has provided you with the peace of mind you need.
Reviewed Nov. 18, 2024
Worth the money for your pet incase something happens which you didn’t expect , you never know when or if an emergency will happen, common sense says knowing that you have insurance for your pet just, vet bills can add up quickly and if your not prepared could be devastating to you financially
Thank you for sharing your experience with Embrace and for recommending us, Jerry. Pet insurance is something you hope to never need but provides invaluable peace of mind for the unexpected. We are grateful you found value in your policy, so you don't have to make decisions on your pet's treatment based off costs. We appreciate you choosing Embrace.
Reviewed Nov. 15, 2024
I was given the wrong information when I signed up. I was told it would cover when my dog got neutered and rabies shots. Come to find out the policy was only for accidents. And that was not what I was told when I got it. It was a shame because I thought it would cover everything and it covered nothing. So to me, it was a waste of money. I’d rather put it in the savings account and use it from there.
Hello Tammy,
Thank you for sharing your feedback. I’m sorry to hear about your experience and any misunderstanding regarding your coverage. We strive to ensure all our customers fully understand what their policy includes, and I apologize if there was any miscommunication during the signup process.
Our terms and conditions do clarify preventative care is excluded under the accident and illness insurance under Part IV- Exclusions: 2. Preventative Care including, but not limited to, wellness exams or tests, preventative Treatment, tests or diagnostic procedures, vaccinations, flea and other parasite prevention, spaying or castration (including preventative sterilization surgery, such as for Treatment for cryptorchidism, chimerism, or chromosomal abnormalities), grooming and de-matting, and dewclaw removal;
We understand preventative care is important too, which is why we also have our optional Wellness Rewards program which reimburses for routine and preventative care so that each pet parent can customize their policy to better fit their needs.
Your feedback is valuable and will help us improve how we communicate our policies to better serve our customers. If you have any further concerns or questions, please don’t hesitate to reach out by phone at 800-511-9172 or by email at embracesocial@embracepetinsurance.com.
Thank you for giving us the opportunity to protect your pet.
Reviewed Nov. 15, 2024
All the claims were handled quickly and their website is very organized and smooth to use. The agent who helped with the final paperwork was very thoughtful and empathetic. We will continue to use Embrace for our other dog, hopefully for many long healthy years. Thank you for helping us through this tragic time.
Hello Caroline,
We are so very sorry for the loss of your beloved fur baby! We are glad to hear though that the policy was there to help during your time of need and the claims process went smoothly for you. We also sincerely appreciate you taking the time to leave that feedback. Please know we are sending well wishes to you during this challenging time!
Reviewed Nov. 14, 2024
I am in year 2 of my relationship with Embrace. Year one, the cost was $60, year 80, now its $109. They said it should continue to increase 30% annually. Their solution? remove coverage. They dont have an email. They only have 1 phone number, which has a note next to it saying call times will be long.
Hello Brett,
We certainly understand your concern in regard to the premium increase! The premium increase is not currently based on your pet's health status or the individual claims you've submitted, but on our entire book of business (the overall actuarial data) based on your pet's age, breed, sex, and the location where you reside. The main factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation. The increase in your pet’s age, regardless of how old they are, is the main factor because there is a much higher risk that comes along with a pet getting older. Tenure, which is the number of years a pet has been insured on a policy, is also a premium factor.
The reality of the premiums is that we try to keep up with the actuarial fluctuations as best as we can and adjust premiums accordingly from year to year. Because these rates are filed and approved, we're not legally permitted to just change the premium. However, Embrace's coverage structure allows each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you are interested in exploring these options, you can do so via your MyEmbrace account under "Change Coverage" and can view more detailed instructions here: http://help.embracepetinsurance.com/en/articles/4428785-changing-your-pet-s-coverage.
We are committed to providing consistent coverage for pets throughout their life, and while we need to adjust our prices as your pet ages due to higher health risks, we strive to keep our increases as reasonable as possible while maintaining comprehensive coverage. We see you recently spoke with a representative on the phone, but if you have any other questions or concerns, please feel free to reach out and we're happy to help! In addition to our phone line, we can also be reached via email at hello@embracepetinsurance.com.
Reviewed Nov. 14, 2024
I was looking for insurance for my new 3 yr. old dog and looked for the top 5. Embrace not only called me to go over the plan but said they also insure older dogs too. I have a 12 year old dog that the other top 2 refused to cover. They said only up to 9 years old. Embrace accepted her and it was very reasonable. Shout out to Roger who was wonderful to talk to!!
Hello Wendy,
Welcome to the Embrace family! We strive to provide excellent customer service and are happy to hear Roger provided a positive experience. We appreciate your kind words and you taking the time to share that feedback!
Reviewed Nov. 13, 2024
I didn't know a thing about pet insurance because I had never had it before, and she took the time to explain everything to me in detail. They are very helpful and friendly. She answered all my questions quickly and had me squared away. I would recommend them. They have the best pet insurance out there, but I wish they would include pet burial. They include accident and wellness which is a big plus.
Hello Glinda,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with our representative and we sincerely appreciate your recommendation. Cremation costs, burial fees, and keepsake items are eligible for reimbursement under the optional add-on Wellness Rewards plan. If you have any additional questions about your coverage, please feel free to reach out and we're happy to help!
Reviewed Nov. 6, 2024
I’ve only spoken with professional, informative, relatable, knowledgeable and kind people. Many of them have been funny too. I LOVE speaking with people who speak my language. It is as if they are from some far away land (think The Jetsons) and are The Nice Ones who are happy and ready to assist you. I even have my own direct contact for questions; she rocks!
Hello Jionne,
We sincerely appreciate the kind words and you taking the time to leave that feedback! We're happy to hear you've had positive experiences with our Customer Care representatives!
Reviewed Nov. 5, 2024
I have nothing but great things to say about Embrace Pet Insurance! I've had a policy for my nine cats/kittens for about six months now and have had a very pleasurable experience. I've called into customer service several times and each representative I've spoken with has been incredibly helpful, polite and kind. With every claim I've filed, I've received quick updates and explanations of why the claim was or was not approved according to my personal policy. I decided to go with Embrace due to their relationship with USAA and feel so comfortable with the company. I appreciate y'all and all you do for my furbabies!
Hello Ansley,
Thank you so much for taking the time to share that feedback! We strive to provide the best service for you and your fur babies, so we're happy to hear you've had a positive experience with our Customer Care team and your claims!
Reviewed Nov. 4, 2024
While working with a Customer Service Rep for an overcharge for a deceased pet, they took the time to understand the issue and to reimburse the money that we had paid for a beautiful cat that we no longer had other than his ashes. I have not received the Credit for the annual premium that we paid for our pet, but if it happens I am even more than happy to be able to do business with a company that has ethics and common sense.
Hello Ronald,
We are so sorry for the loss of your beloved cat! We are glad to hear though that our representative was able to provide you with the information and support you needed during this process. A member of our team sent out an email on 11/5/24 with more details of your pro-rated refund, but if you have any additional questions please feel free to reach out and we're happy to help. We also appreciate you taking the time to share that feedback!
Reviewed Nov. 2, 2024
This company has comprehensive health insurance plans at a very reasonable price. The representative was very helpful, answered all of my questions and by the time we were finished with my enrollment the documents Katherine told me to expect in my inbox were already there. This experience was impressively efficient. 5 Stars are well deserved!
Hello Elaine,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with our Customer Care team and Katherine's service!
Reviewed Nov. 2, 2024
Angela was the epitome of kind, helpful and very knowledgeable! I truly feel like I did the right move in getting pet insurance! Angela was the key to my purchase! I will highly recommend my friends to Angela! It may cost a bit more but the benefits are wonderful! I like the turn around time on claims plus the ease in purchasing this pet insurance!
Hello Marcia,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with Angela and we sincerely appreciate your recommendation!
Reviewed Oct. 31, 2024
Every interaction I have with them is helpful and friendly. Easy to submit claims and to understand what is covered and not covered. Wish it wasn't so expensive for senior dogs. It is affordable to cover with wellness coverage but not illness. I get a discount because I am a member of USAA.
Thank you for sharing your feedback, Cynthia! We’re so glad to hear that our team has consistently provided helpful and friendly support and that you find our claims process straightforward. We understand that a premium increase is never ideal, but as pets age, they become statistically more likely to get sick or injured, and we need to factor in that calculated risk when pricing premiums. If you ever have questions about adjusting coverage to better meet your needs, please don’t hesitate to reach out. Wishing you and your senior pups all the very best!
Reviewed Oct. 31, 2024
Helped with my questions. Was very nice. Knew her subject. Remembered my name. I had questions about enrollment, since I am new to this, and also about claim submission. She knew answers right off the bat. She did not waste my time. I could not have been better taken care of. She volunteered to give me the phone number for USAA members, which I appreciated for future use.
Thank you for sharing your experience, Robin! We’re thrilled to hear that our team member made your enrollment and claims questions easy to navigate, all while providing knowledgeable, efficient, and friendly assistance. Welcome to Embrace!
Reviewed Oct. 30, 2024
I am dissatisfied with what the insurance covers. More for less is ridiculous!! I will look for another insurance company!! Doesn’t reflect off Linda but I am dissatisfied with the coverage. Amount cut offs is also ridiculous!! Might as well say we pay for nothing!! I thought vaccines were covered but there is a cut off amount ! You need to change that 'cause the cost of veterinary costs have sky rocketed and coverage reduces! GOODBYE!!!!
Thank you for sharing your feedback, Gina. We're sorry to hear that our coverage didn’t meet your expectations. We understand how rising veterinary costs can be frustrating, and we continuously review our coverage to align with industry changes and pet owners’ needs. We'd like to clarify that our Wellness Rewards is not an insurance policy but an optional add-on to our accident and illness insurance plans. It’s designed as a savings tool, offering rewards for being proactive with your pet’s routine care, like vaccinations.
We are sorry to hear that you canceled your policy, but we understand that you must do what you feel is best for you and your pet. If you have any additional questions, concerns, or would like to discuss this further, please give us a call at 800-511-9172, and one of our Customer Care Embracers would be happy to assist you.
Reviewed Oct. 30, 2024
I looked over many programs and chose Embrace after a series of phone conversations. I thought the insurance product was well presented and it gave me confidence that the program would work for us. I discussed pharmaceuticals in the phone call, and was quite satisfied that this would also meet our needs.
Reviewed Oct. 29, 2024
Their price is fair, and service is awesome. Claims are paid quickly, sometimes the next day. I have my payment deposited to my account in a day or so. Highly recommend you get a quote from them before you buy anywhere else. They have paid claims on my dogs since March 2013.
Hello Dale,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with the claims process and we appreciate your recommendation!
Reviewed Oct. 28, 2024
The sign-up and policy choices were excellent. I found the customer service outstanding, when I called with a question. After looking at many other companies and policies, I found Embrace to give the most for the price! I look forward to more interactions and using the benefits of this policy for my pet.
Hello Juan,
Welcome to the Embrace family! We’re happy to hear you’ve had a positive experience with our Customer Care team and service and we sincerely appreciate you sharing that feedback!
Reviewed Oct. 26, 2024
Sometimes they require additional records and a lot of support from the member. From what I’ve read of payment being within 24 hours or approvals that’s not usually been my case. But still I compared with other insurers before choosing so I rate on the higher side as being a better choice for pet insurance.
Thank you for your feedback, Lori. Although we strive to process claims as quickly as possible, the first accident or illness claims can sometimes take longer as we gather your pet's complete medical history for the medical history review.
The review can take up to 30 business days to complete once we’ve received all the necessary medical history. Once the medical history review is complete, any pending claims will process. Future claims tend to process much quicker, with a standard processing time of 10-15 business days.
We’re glad to hear that you find Embrace to be a strong choice for pet insurance, and we appreciate your patience with the claims process. If there’s anything specific we can assist you with, please feel free to reach out!
Reviewed Oct. 23, 2024
Don't be a fool. Save your $. THIS IS A SCAM. I paid for 12 months of insurance, including submitting extensive complete medical records for the 12 months PRIOR to enrollment. Our only "exclusion" was hip dysplasia. I submitted 12 claims in April 2024 for everything from tick illness, ear infections, and coughs to vomiting and stomach problems. They only finished reviewing my claim AFTER I cancelled the policy at the 12-month renewal date. And guess what, they covered $0 and refused all claims. Apparently, all issues were "preexisting" or needed the more extensive "Wellness Benefits". Don't be a fool. Save your $. THIS IS A SCAM.
32. Pre-existing Condition(s) means:
a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or
b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions.
c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.
PART IV – EXCLUSIONSPre-existing Conditions;
i. If your Pet has been treated for Undiagnosed vomiting and/or diarrhea prior to the end of your Pet’s Waiting Period, your Pet must be free of conditions with the same Clinical Signs for twelve (12) consecutive months before any conditions with the same Clinical Signs may be covered again.
PART I – DEFINITIONS6. Dermatological Condition means an Illness related to your Pet’s skin and is deemed to include ear infections and skin lumps from skin irritation or infection, such as interdigital cysts from pododermatitis, but not conjunctivitis or parasitic infestations
We do however distinguish between temporary and permanent pre-existing conditions. If a pre-existing conditions is deemed temporary, if your pet goes 12 consecutive months without any recurrent signs or symptoms it could be eligible for expiration so we can provide coverage in the future. Although we try to process claims as quickly as possible, sometimes it can take longer to process an accident or illness claim if we need additional information, including if we are trying to expire a temporary pre-existing condition so that we can provide coverage for the claim. Obtaining medical history is a process we are continuously working to improve. We work directly with your vet to gather any additional medical records needed to review your pet’s complete medical history and we copy you on any email request to keep you in the loop. We see several of your pet's temporary pre-existing conditions were eligible for expiration once updated medical records were obtained and reviewed.
Our terms and conditions also clarify preventative care is excluded under the accident and illness insurance under Part IV- Exclusions: 2. Preventative Care including, but not limited to, wellness exams or tests, preventative Treatment, tests or diagnostic procedures, vaccinations, flea and other parasite prevention, spaying or castration (including preventative sterilization surgery, such as for Treatment for cryptorchidism, chimerism, or chromosomal abnormalities), grooming and de-matting, and dewclaw removal;
We understand preventative care is important too, which is why we also have our optional Wellness Rewards program which reimburses for routine and preventative care so that each pet parent can customize their policy to better fit their needs. We are sorry to hear you cancelled your policy but hope this information provides some clarification regarding your concerns.
Reviewed Oct. 20, 2024
Embrace Pet Insurance is garbage. Don't waste your time and money! I had a 7 month old GR become Ataxic (he was walking off balance and losing his footing). I took him to the vet, the ER and the neurologist. We figured out he had a potential Neurological event due to maybe an inner ear infection or an immunological condition. Of course when you have an ear infection or swelling you may feel dizzy and even VOMIT if you feel like the room is spinning.
Well 3300$ later and EMBRACE refused to help me pay for his Bills because he has had “vomiting” before. I am a healthcare professional. VOMITING is NOT a DIAGNOSIS, IT'S A SYMPTOM. Unless you are born with an abnormality YOU DON'T JUST VOMIT FOR NO REASON. HIS REASON WAS THAT HE HAD SOMETHING HE HAS NEVER HAD BEFORE, AN EAR INFECTION. Well they grabbed on to him having “vomiting” to tell me they won't cover absolutely anything. As a healthcare Provider for Humans I find it disgusting you would attach yourself to a SYMPTOM to deny coverage to someone that pays you to be there for them.
Hello Nicole,
We're sorry for any disappointment you experienced with your policy! We strive to be upfront about our coverage and the exclusion of pre-existing conditions, which is defined and agreed upon in our terms and conditions as:
32. Pre-existing Condition(s) means:a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or
b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions.
c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.
We're sorry to hear your claims did not turn out the way you anticipated. Our licensed insurance claims adjusters ultimately are bound to our policy terms and conditions when it comes to processing claims, but if you'd like to discuss your claim results further, please give us a call at 800-511-9172 and we're happy to help.
Reviewed Oct. 18, 2024
They have been extremely helpful, haven’t had to use the insurance as of yet for my four fur babies, but if you have any questions or concerns or need help with filling out forms, they are happy to help, they keep their prices low enough that even as a senior, I can afford them. It’s great to speak with someone who can actually speak English and not get transferred to somewhere in another country that is unable to understand.
Hello Linda,
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 service!
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
