Embrace Pet Insurance Reviews

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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!

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.

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!

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!

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!

The Embrace Team

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

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!

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.

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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!

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!

The Embrace Team

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!

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!

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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!

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:

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!

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!

The Embrace Team

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!

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!

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.

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

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!

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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.

The Embrace Team

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!

The Embrace Team

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!

The Embrace Team

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.

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.

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.

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!

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.

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!

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!

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!

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!

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!

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!

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!

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!

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!

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.

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!

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!

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!

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

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.

6. 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.

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:

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.

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!

Hello Rita,

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 over all these years and we appreciate you choosing Embrace!

Thank you so much for your kind feedback, Ray! We’re thrilled to hear that our team was able to quickly address your claim and work with your vet to get everything moving. It’s great to know the process went smoothly, and we’re happy we could assist in resolving your claim. If you need anything else in the future, don’t hesitate to reach out—we’re always here to help!

Thank you for sharing your feedback, Chris. We’re truly sorry to hear that you feel this way about your experience with us. The Embrace pet insurance policy is designed to cover new accidents or illnesses that first show signs or symptoms after the waiting periods. We strive to be upfront about our coverage and the exclusion of pre-existing conditions. If your pet was showing signs or symptoms of a condition prior to the policy purchase or within the waiting periods, it would not be eligible for coverage. However, we distinguish between temporary and permanent pre-existing conditions. If a pre-existing 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.

To clarify, our definition of a pre-existing condition is outlined in our terms and conditions as:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

It’s very important as the administrator of the insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to processing claims and determining pre-existing conditions. 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.

Thank you for sharing your feedback, Mary. We're sorry to hear about your frustration with the claims process. Although we try to process claims as quickly as possible, sometimes it can take longer to process the first accident or illness claims as we gather your pet's complete medical history for the medical history review. The Medical History Review means a comprehensive review of your Pets full medical history for the twelve (12) months before your Pet was insured or the date of acquisition of your Pet, whichever is later through the policy Waiting Periods.

Obtaining medical history is a process we are continuously working to improve. We try to work directly with your vet clinic to gather any additional medical records needed to review your pet’s complete medical history. If we do not have their complete history, your claim will remain in a pending status until we have everything on file. The review can take up to 30 business days to complete once we have 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, and our standard processing time is 10-15 business days.

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.

Thank you so much for your wonderful feedback, Isidoro! We’re thrilled to hear about your positive experience. We're glad you find our coverage options and rates appealing. If you have any questions or need assistance in the future, please don’t hesitate to reach out!

Thank you for your feedback, Diane. We apologize for any frustration you've experienced with the claim process. Although we try to process claims as quickly as possible, sometimes it can take longer to process the first accident or illness claims as we gather your pet's complete medical history for the medical history review. The Medical History Review means a comprehensive review of your Pets full medical history for the twelve (12) months before your Pet was insured or the date of acquisition of your Pet, whichever is later through the policy Waiting Periods.

Obtaining medical history is a process we are continuously working to improve. We try to work directly with your vet clinic to gather any additional medical records needed to review your pet’s complete medical history. If we do not have their complete history, your claim will remain in a pending status until we have everything on file. The review can take up to 30 business days to complete once we have 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, and our standard processing time is 10-15 business days.

To clarify, when submitting a claim, selecting a diagnosis helps us categorize the claim for faster processing. There is also a drop down menu where you can search for additional options to find a diagnosis that matches your pet's situation. Choosing a condition does not automatically label that condition as pre-existing; pre-existing conditions are determined based on your pet’s medical history prior to enrolling in the policy or during the waiting period. This ensures fairness and consistency across all claims.

If you have any questions or concerns regarding your claims or coverage, please give us a call at 800-511-9172, and we'll be happy to assist you!

Thank you so much for your kind words, Christine! We’re thrilled to hear that Embrace has helped you provide excellent care for your Beagle over the years and that our customer service team has made a positive impact on your experience. We truly appreciate your recommendation and trust in us!

Hello Carley,

I'm 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:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

I see you have been corresponding with the adjuster in regard to your concerns. If you have any additional questions, please feel free to reach out to them and they will be happy to assist you further.

Thank you so much for sharing your positive experience with Hannah! We’re delighted to hear that she provided you with detailed explanations and guidance regarding the coverage.

If you have any further questions or need assistance, please don’t hesitate to reach out. We’re here to help!

Thank you so much for your kind words, Nancy! We’re thrilled to hear that Jason was able to assist you and that you’re excited to start your journey with Embrace for Sophia. If you have any questions or need assistance as you get started, please don’t hesitate to reach out.

Hello Ruth,

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 we sincerely appreciate your recommendation!

Thank you so much for your wonderful feedback, Marisa! We're thrilled to hear that Kyle provided you with such exceptional service. We truly appreciate your kind words and support. If you need anything else, don’t hesitate to reach out—we're here to help!

Thank you so much for your kind words, Shirlee! We're thrilled to hear that you’ve had a great experience with both our product and service. It’s wonderful to know that our portal has been easy to use and that our team has been able to provide knowledgeable and caring support for your precious pet.

Hello Sondra,

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!

Hello James,

We're sorry for any disappointment you've experienced with the claims process! I see you spoke with the adjuster in March regarding the delay in your appeal and it has since been resolved, but if you have any additional questions or concerns, please feel free to reach out and we're happy to help.

Hello Regina,

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 representative and service!

Hello Shawn,

I apologize for any frustration you experienced with the claims process! The first accident or illness claim(s) submitted will typically take about 30 business days to process. During this time, we work directly with your vet to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your 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 complete, our standard processing time for claims is 10-15 business days. I see you spoke with a representative, but if you have any additional questions, please feel free to reach out and we're happy to help!

Hello Jennifer,

Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with your claims!

Hello Julie,

First and foremost, I am so very sorry for your loss! Our fur babies hold such an important place in our hearts and saying goodbye is never easy. We are glad to hear though that the policy was there to help during your time of need and we sincerely appreciate you taking the time to share your feedback. Sending well wishes to you during this difficult time!

Hello Debra,

Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with your Brittney!

Hello Carl,

Thank you for taking the time to share that feedback, we are happy to hear the policy was there to help during your time of need and that the claims process went smoothly for you!

Hello Sandra,

We're sorry to hear about your experience and the frustration you’ve faced with your claims. Additionally, we are saddened to learn about the loss of your dog. Please accept our heartfelt condolences during this difficult time.

We strive to be transparent about our coverage and the exclusions related to pre-existing conditions and we see the claims adjuster has reached out to you regarding your concerns. If you have any further questions or need additional assistance, please don’t hesitate to contact us at 800-511-9172. We’re here to support you and ensure your concerns are addressed.

Hello Christine,

We certainly understand your concern in regard to the premium increase! Premiums increase over time with all insurance products, and pet insurance is no exception. Our premiums are set by our data team, who conduct a substantial actuarial analysis each year, and these findings help to determine increases in premium pricing for all policies in each state. 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 are 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. We are sad to see you go, but understand you must do what you feel is best for you and your pet. If you have any additional questions or concerns, please feel free to reach out and we're happy to help.

Thank you for sharing your experience, Marilyn! We are happy to hear our Customer Care team is helpful and understanding. We know losing a loved one is not easy. We are happy to hear you have entrusted us with your new furry companion and appreciate you sharing this feedback!

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

6. 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 understand things happen, so we do 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. If your pet is unable to go 12 consecutive months and has a condition with related signs or symptoms, the temporary condition can turn into a permanent condition.

It’s very important as the administrator of the insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to determining pre-existing conditions and processing claims. We see you discussed your concerns with a team member and we appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Thank you for sharing your positive experience, Monique! We are happy to hear our team has always had your best interested in mind, and you are satisfied with your policy!

Hello Carol,

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!

Hello Sheri,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with your policy and we sincerely appreciate your recommendation!

Hello Nova,

Thank you for taking the time to share that feedback, we are happy to hear the policy was there to help during your time of need and that the claims process went smoothly for you! We hope your cat is feeling better and making a quick recovery!

Hello Vicki,

Thank you for taking the time to share that feedback, we are happy to hear the policy was there to help during your time of need and that the claims process went smoothly for you!

Hello Steven,

Thank you for taking the time to provide that feedback!

Hello Julie,

Thank you for taking the time to share that feedback, we are happy to hear the policy was there to help during your time of need and we appreciate your referral!

Hello Mary,

Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience and we sincerely appreciate your recommendation!

Hello Elliot,

Premiums increase over time with all insurance products, and pet insurance is no exception. Our premiums are set by our data team, who conduct a substantial actuarial analysis each year, and these findings help to determine increases in premium pricing for all policies in each state. The premium 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.

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. If you have any additional questions or concerns, please feel free to reach out and we're happy to help!

Hello Deanna,

I'm sorry for any disappointment you've experienced with your policy! Per the terms and conditions, if you increase your coverage, it will reset your pet's waiting periods. This means that any illnesses/conditions that occurred prior to the upgrade date, even if your pet has not seen the vet yet, will be considered pre-existing and will not be eligible for coverage moving forward. We would also require that a physical exam be completed if your pet has not had one in the last 12 months. You can view more detailed information about adjusting coverage here: http://help.embracepetinsurance.com/en/articles/4428785-how-do-i-change-my-pet-s-coverage.

I see your claims have been completed, but if you have any additional questions, please feel free to reach out and we're happy to help!

Hello Christian,

I see you 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 pet. If you have any additional questions, please feel free to reach out and we're happy to help.

Hello Nancy,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with your policy!

Hello Jim,

Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with our Customer Care representative and that they were able to help answer your questions!

Hello Karen,

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!

Hello Brian,

I'm 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:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

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'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. I 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! If there is anything else we can assist with, please feel free to reach out and we're happy to help.

Hello Carla,

Thank you for reaching out. We occasionally experience a high call and email volume but want to assure you we recognize that and are always assessing ways to reduce hold times and keep email response times within our typical standard of business. We see you have been in contact with one of our team members regarding your concerns. We appreciate you sharing this feedback as we strive to provide a a seamless claims experience and are always looking for ways to improve.

Hello Edward,

I apologize for any disappointment you experienced with our claims service! When our billing department is notified of a missing reimbursement check for any policy holder, they are required to initiate an investigation and this process can typically take anywhere from 2-3 weeks to complete. However, I see that they have completed their investigation and issued the reimbursement via direct deposit on 8/8/24. Direct deposits can take several business days to process depending on your bank institution, but you will see that shortly. If you have any other questions or concerns, please call our Customer Care Center and we're happy to assist you further!

Hello Elizabeth,

I'm 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:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

I see you have been corresponding with our claims team in regard to your appeal and it is currently in the process of being reviewed, but if you have any additional questions or concerns, please feel free to reach out and we're happy to help!

Hello Steven,

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 and we sincerely appreciate your recommendation!

Hello Daniella,

First and foremost, I am so very sorry for your loss and! I am also sorry for any disappointment you experienced with your policy. Unfortunately, we are unable to provide coverage for pre-existing conditions, which is defined and agreed upon in our terms and conditions as:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

I understand this was not the outcome you were hoping for, but we are required to abide by the terms and conditions of the policy. If you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to assist you further.

Hello Marian,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with your policy and we sincerely appreciate your recommendation to your family and friends!

Hello Jay,

I'm sorry for any disappointment you experienced with your policy! Our only requirement in order for the coverage to take effect at the end of the initial waiting/exclusionary periods is that your pet was seen for 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. In order for us to process any accident or illness related claims, we need to confirm we have the pet's full pre-policy medical history on file. We look for the detailed chart notes from any exams/visits that occurred within the 12 months prior to starting the policy and through the initial waiting periods - this is 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.

Pre-existing conditions are ineligible for coverage, which is defined and agreed upon in our terms and conditions as:

32. Pre-existing Condition(s) means:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

We do strive to be as upfront as possible in regard to the terms and conditions of the policy, with it being noted in the acknowledgements that have to be agreed to upon purchase and in our onboarding emails. I 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 cats! If you have any additional questions, please feel free to reach out and we're happy to help.

Hello Brianna,

I'm 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:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

Unfortunately, because the dermatologic condition (alopecia) was noted in the medical records within the policy waiting period, we were unable to provide coverage for that claim. I 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 pets! If there is anything else we can assist with, please send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.

Hello Crystal,

First and foremost, I am so very sorry for your loss! I also apologize for any disappointment you experienced with your policy. The only claim we have on file for your dog was submitted as a Wellness Rewards claim. Our Wellness Rewards plan is separate from the insurance policy and is an optional add-on plan that functions more like a health savings account or budgeting tool that will reimburse you 100% upfront for the routine or preventative care your pet needs. Because you did not have the Wellness Rewards plan and it was submitted as a Wellness claim, the claim was marked as ineligible for coverage. However, I have notified our claims department that it was intended to be submitted as an accident or illness related claim and asked that they reopen the claim for further review. If you have any additional questions or concerns, please feel free to reach out and we're happy to help. Sending well wishes to you during this difficult time!

Hello Robin,

I'm sorry for any disappointment you experienced with your policy! Our only requirement in order for the coverage to take effect at the end of the initial waiting/exclusionary periods is that your pet was seen for 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. In order for us to process any accident or illness related claims, we need to confirm we have the pet's full pre-policy medical history on file. We look for the detailed chart notes from any exams/visits that occurred within the 12 months prior to starting the policy and through the initial waiting periods - this is 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. We do strive to be as upfront as possible in regard to the terms and conditions of the policy, with it being noted in the acknowledgements that have to be agreed to upon purchase and in our onboarding emails. I 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, please give us a call at 800-511-9172 and we're happy to help.

Hello Emma,

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 claims service and we sincerely appreciate your recommendation!

Hello Sheri,

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!

Hello Amanda,

I'm 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:

c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.

Our terms and conditions also clarify waiting periods as the time period where the policy’s coverage is restricted. The waiting/exclusionary periods can vary depending on the state where you and your pet reside, but this is stated in the acknowledgements that must be agreed to upon purchase and in the onboarding emails.

We are sad to see you go, but understand you must do what you feel is best for you and your pet! If you have any additional questions, please give us a call at 800-511-9172 and we’re happy to help.

Hello Susan,

I am so very sorry for your loss! I am sure that this has been a very tough time for you and your family, but we are glad to hear that the claims process was hassle-free and we sincerely appreciate you taking the time to share your feedback. Sending well wishes to you during this difficult time!

Hello Anthony,

Thank you for taking the time to share that feedback! We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and I'm 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. We’re happy to hear you had a positive experience with our Customer Care representative and claims service!