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.
- 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 Oct. 17, 2024
We checked out many insurance companies and found that Embrace had the coverage we were looking for for our new puppy and for her future. It's been seven years so far and we are extremely pleased with Embrace. The customer service representatives are very informed, very nice and go out of their way to make sure you are happy with the service and the insurance.
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!
Reviewed Oct. 15, 2024
Talk to an Embrace rep. Response was very quick and they took care of my issue on a claim. I was trying to get. Were you able to reach my vet and send the email with documents needed for reimbursement. Within an hour, my Vet receives an email and I was CCed on it and now the claim will be resolved. Thanks, 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!
Reviewed Oct. 10, 2024
Complete scam company, they will of course approve your purchase of the policy upfront and then after you try to make a claim, they will then have 1 million reasons why they want to weasel a lot of it and deny the claim. Don’t waste your money, these people are only interested in ripping you off.
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:
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.
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.
Reviewed Oct. 4, 2024
Kept asking for medical history. Medical history limited because I got cats from a rescue center. Gave the the history I was given by the shelter. Persons insisting that they needed further medical history when I gave the history I obtained when I adopted the cats. Still waiting for payment. I do not believe they will honor their obligation. Cancelled policies.
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.
Reviewed Oct. 2, 2024
My experience with this company has been great, warm and welcoming, easy to understand. So far it seems like they cover everything at a great low rate, couldn't ask for anything more. The customer service is a experienced, was amazing, also warm and welcoming. This place is very easy to understand and if you have any questions very knowledgeable. It seems like it's going to be a great fit and I can't wait to be a part of their family to experience the Embrace Pet Insurance.
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!
Reviewed Oct. 2, 2024
The Claim processing takes over 30 days. When submitting a claim you have to choose one of 10 conditions in order to submit the claim. Once you make your choice your pet will have that in their record as a pre existing condition and your pet will no longer be covered if you seek other pet insurance
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!
Reviewed Oct. 1, 2024
I’ve had this insurance for my Beagle for 10 years and I have been able to keep him healthy and provide excellent medical care as needed because of Embrace. Their customer service is polite, professional and caring. I am hoping for at least another 20 year relationship and have been so pleased with EMBRACE that I have often recommended this insurance to pet owners in the vet office and in general conversation.
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!
Reviewed Oct. 1, 2024
TERRIBLE!! Do yourself a favor and choose another company. Embrace will find any loophole to not help reimburse claims. My experience: cat was treated for pneumonia/URI in past. Later on and unrelated to previous URI, she developed a polyp that required removal. Embrace will not help pay since she had URI in the past. I have been a loyal customer paying for insurance for 6 pets and this is how they treat you! Run from this company.
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:
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.
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.
Reviewed Sept. 29, 2024
I had A very great experience with Hannah. Very Brilliant, intelligent and humble. Very professional and courtesy. She was very detailed about explaining everything step-by-step I learned a lot about the Embrace Pet Insurance on the coverages and different things about Orthopedic. We discuss importance facts on how you can do your wellness program care, etc.
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!
Reviewed Sept. 27, 2024
Jason, Thank you explaining pet insurance to me. I appreciate the return call so I could purchase pet insurance coverage today. The Gentleman at USAA Recommended this pet insurance coverage. Thank you again for reaching out! I’m excited to get started with this program, always better to have pet insurance.
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.
Reviewed Sept. 24, 2024
In all the years I've been an Embrace client, I've never had a bad experience with customer service. They are professional, knowledgeable, and eager to help you resolve any issues with billing, correspondence, coverage, etc. The customer service representatives are pet owners who love their furbabies. I highly recommend Embrace for all your pet insurance needs!
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!
Reviewed Sept. 20, 2024
The Embrace staff member, Kyle, was one of the best customer service representatives I have ever encountered. He did everything in his power to help me and my pet. Kyle made sure I understood everything I needed to know about how to better take care of my pet. You guys are the best!!!
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!
Reviewed Sept. 17, 2024
Great product and great service. Very helpful. Their portal is easy to use and questions are answered with knowledge and care. Good customer service is almost an anomaly in this crazy world. I am glad I chose The Embrace company for my very precious pet. There are lots of choices out there and I am happy with my choice.
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.
Reviewed Sept. 13, 2024
Friendly, professional, patient and knowledgeable are the words that describe the Embrace service. They have responded promptly to my requests and have thoroughly explained any answers to my questions. They are affordable to my fixed income and offer a quality product.
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!
Reviewed Sept. 12, 2024
The company does not meet my expectations. One claim took 9 months to resolve because of incompetence of their adjusters. The claim was finally paid after 9 months after an outside adjuster / vet informed them of the mistake embrace adjuster made. Also the outside adjuster embraced uses stop processing claims for them for 6 months embrace told me that they didn’t know this. Only 2 conclusions I can draw from this. Incompetence one or just hoping I would go away. How could company not know outside adjuster was not processing claims for them that were appealed. The excuse was lame and if I was not confined by preexisting clause I would drop them.
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.
Reviewed Sept. 12, 2024
The person helping me was knowledgeable and well informed on the laws of insurance and the wellness coverage, He was friendly and informative. He fully explained how the wellness works that it is in fact a savings account to pay for shots, flea and tick meds, and heartworm. That it can also cover other little things that the dog needs to stay well
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!
Reviewed Sept. 11, 2024
A) Takes forever to reach anyone in the call center. B) Have 2 claims that listed "reaching out to vet....". Vet has no correspondence from Embrace. Provided records, invoices and doctors notes. Had to sit on hour wait to talk to someone to find out the information was under review and that 30 days for first claim, it may take longer. Really evaluate your options when paying for pet insurance. What if something truly serious happens?
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!
Reviewed Sept. 9, 2024
Embrace has been easy to work with and true to their word for six years. Their reimbursements have been swift and as expected. There are no surprises with Embrace. I have never trusted a company so implicitly. Embrace even worked with my vet so that I did not need to be involved with the claims process. When I did need to submit a claim, I found their website intuitive and simple to use. Easy peasy!
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!
Reviewed Sept. 7, 2024
With the cost of everything going up, Embrace gave me peace of mind for the 7 years I’ve had my Great Dane/Mastiff. Blu passed over the rainbow bridge in July of this year due to bone cancer, but Dylan with Embrace guided me thru on how to submit the last claims for Blus care!! Embrace gave me peace of mind at a difficult time! Thank you.
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!
Reviewed Sept. 6, 2024
I called to make sure my payment was on time. Some other issues with my address needed to be updated. The person I spoke with was really nice and made me feel welcomed. I had an easy call and it was great service and Brittney fixed all details for me that needed to be addressed. I felt comfortable speaking with her. She knew all of our pets' names. She was kind, efficient and very easy going and polite. Just a delight to speak with!
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!
Reviewed Sept. 6, 2024
Our Labradoodles have been insured by Embrace since birth. Besides routine exams we submitted high value claims for our oldest guy when he began having seizures and his younger sibling when he needed a major operation on his spine. Both times Embrace was very responsive to any questions we had and the claims we filed. Their customer service is exceptional.
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!
Reviewed Sept. 5, 2024
Terrible insurance company. After paying many years in premiums, they found many ways to exclude the life saving treatment for my dog. Denied many thousands of dollars in claims for multiple reasons. So many policy exclusions that were not properly explained making the insurance completely ineffective and unavailable. Do not waste your money or time. Better to go without this insurance, save your money.
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.
Reviewed Sept. 5, 2024
I am so disappointed with this company! Every year it goes up $300 a year. I have never used this policy in the four years that I’ve had it. My dog is only four years old, gave me the excuse of the price going up every year because the vet bills are going up every year and my dog is getting older, wow four years old she’s ancient.! This year it would’ve cost more than my car insurance with full coverage on a nice vehicle. This company is just very greedy and I would not recommend to anyone! Not to mention they don’t even cover her annual appointment with her shots! You get nothing for paying a lot of money!
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.
Reviewed Sept. 5, 2024
Brighton took care of my problem. I had a vet's appointment and he made sure I had a claims sheet when I arrived at the vet's with my new puppy. Your company also took care of my last dog who died Feb 20th with hospital bills and medicine and funeral. You even sent me a lovely sympathy card. You have a very understanding group. Thank you
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!
Reviewed Sept. 4, 2024
I filed a claim for my dog who has seasonal allergies which result in skin irritation. We have her on a medication to reduce her discomfort and prevent her from causing harm to herself through scratching and biting. The claim was for reimbursement of prescriptions I paid for, which I was excited to find out was a part of my policy. Unfortunately, I was told my claim was denied due to a vet record that stated she had suffered hair loss as a young puppy and that there had not been enough time between that instance and her allergy diagnosis.
I was told I could have her vet write a letter that clarified the matter and that would help with the claim. The vet provided a letter stating how the two events were unrelated (my puppy had lost the hair as the result of a cut, which then healed) and that the resulting allergies were not caused by that incident. I send this off and then get an update a little over a week later that states the claim was denied again, citing alopecia (aka hair loss) as the reason for denial. I called in to inquire why the chain in wording was still grounds for the denial, and was told that essentially I was SOL because it couldn’t be proven that the incidents were not related and that I had not had adequate testing done to show that my dogs allergies were not caused by this. I was then informed that my dog was now not covered for any skin conditions going forward, which was a real tough pill to swallow.
I trusted this company as I am a loyal USAA customer and trusted that this company was of the same mind as them. Embrace showed me that they did not value me as a customer, nor did they care about the well being of my dogs. I have never had an issue with any claims I have filed through USAA. I was always trusted by my adjustors and treated fairly, even if the resolution wasn’t ideal. In contrast, embrace used legalese and difference of interpretation to find a loophole. To know that such a scam is endorsed by a company I trust is very disheartening.
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 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 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.
Reviewed Sept. 4, 2024
Embrace is great! They've always been extremely concerned with my fur-family. I've received calls to ensure my coverage is exactly in the best interest of my pets and reminder calls to add pets later. AND EVERYONE IS SO POLITE! Embrace is great! They've always been extremely concerned with my fur-family. I've received calls to ensure my coverage is exactly in the best interest of my pets and reminder calls to add pets later. AND EVERYONE IS SO POLITE! Great! Great! Great!
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!
Reviewed Aug. 29, 2024
I have 2 black labs, and never thought I could afford to do pet insurance for one dog, let alone 2. One of my pups has a serious health condition- Addison's disease. When I inquired about coverage for him, reps were very upfront in letting me know that I might want to consider stepping him down to Accident Only coverage, as many health problems he may have in the future could be tied to his pre-existing condition and not covered. I really appreciated this honesty. I would not have thought about this- indirect ties back to the disease, i.e) like potential stomach issues that may or may not be due to either his disease OR from the meds he takes for it- many times there wouldn't be a way to tell if the disease was a part of any health condition he may have, so coverage could be denied..
Embrace could have elected not to elaborate on this, and I would have gone on paying the full premium only to find out months later when I got a vet bill for him that it wasn't covered. I now have him on the very low cost accident only coverage, which is saving me a decent amount of $ every month. His brother has full coverage, and when I think of the price I'm paying for the year, it's well worth it. Just one trip to an emergency vet is most likely going to run you a minimum of $1-2K, and often, as we found with our poor Addison's boy, much more than that. Check them out, they will go through all their different options with you and answer ALL of your questions. Great Customer Service!
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!
Reviewed Aug. 27, 2024
Answered all my questions. Very knowledgeable. Very happy with the service. Highly recommend this company. You can design your policy to fit your budget. Glad I found Embrace when my pet insurance company that I have done business with thrilled my rates making my coverage more expensive with less benefits
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!
Reviewed Aug. 22, 2024
Our cat needed surgery to remove a foreign body from which he would have almost certainly died. But since he was already in the hospital, I was worried about getting the expensive surgery covered and the Embrace agent I was put on the line with suggested I initiating a quick pre certification. For the next couple hours, Everyone I spoke with on the phone was so professional, polite and well spoken that I literally thought “oh this time I got the recording” until each agent finished their into sentence. Numerous agents helped me get the “quick pre certification” done in only a couple hours, so we could make a decision whether to proceed with life saving surgery in time.
I did everything over the phone, and it still went great, with claim statuses automatically populating to the app as things progressed. And, Despite us living in Alaska, Embrace already had the contact info for the three vets I had used here and emailed them (CCing me) to request documents right away. Their quick action/pre approval allowed us to have the confidence to proceed with the pricey surgery. I CANNOT overstate the value of the care we received, and of being able to afford lifesaving medical care for our pet knowing we are insured with Embrace.
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!
Reviewed Aug. 20, 2024
When my cat Bella fell ill, it felt like my world turned upside down. But thanks to Embrace Pet Insurance, the financial stress was significantly alleviated, allowing me to focus on what truly mattered: Bella's health. For ten years, I had Embrace Pet Insurance without ever needing to use it. It was like having a safety net you hope you never need to use. But then, life happened. Bella's sudden illness required immediate attention, and I took her to our local vet.
The Process: Submitting the invoice to Embrace was a breeze. Within a week, I had 80% of my claim reimbursed. And here's the kicker - because I'd never made a claim before, they waived my $100 deductible. Talk about a silver lining! The Big Hit: Bella's condition worsened, requiring specialized surgery at Cornell University. The costs were astronomical, but knowing I had up to $10,000 in annual coverage with Embrace gave me the peace of mind to go ahead with the treatment without financial worry. The Support: Throughout this ordeal, Embrace's customer service was like having a friend in the insurance business. They were empathetic, quick to respond, and made sure I understood every step of the process.
Embrace Pet Insurance turned out to be more than just insurance; it was a lifeline when I needed it most. For anyone considering pet insurance, let Bella's story be your testament. It's not just about the money; it's about the peace of mind knowing your pet's health is covered, no matter the cost. Thank you, Embrace, for being there for Bella and for me.
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!
Reviewed Aug. 19, 2024
Steven **
Hello Steven,
Thank you for taking the time to provide that feedback!
Reviewed Aug. 17, 2024
We actually were recommended by a vet to get Embrace Pet Insurance, apparently her dog had had cancer and needed chemo. The total cost was $20,000 and Embrace paid 90%. We got two new puppies and unfortunately we've had situations arise that needed emergency surgery and emergency take care. After they review the bill from the vet and the emergency room they reimbursed us within a few days back into our bank account! I would refer anybody I know that has an animal to Embrace Pet Insurance.
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!
Reviewed Aug. 17, 2024
A licensed agents who took the time to explain in detail the different programs available, answered all questions and provided accurate rates. NO pushy sales pitch, just thorough review of options and costs. Various options available for how monthly charges can be billed. Will highly recommend this company to friends and family. After speaking with agent, I enrolled my new dog in the Embrace Pet Insurance program.
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!
Reviewed Aug. 15, 2024
Watch out! I moved from California (ranked #1 in cost of veterinary care) to New Jersey (ranked #4) and when I notified Embrace, the premium for next year went from $1870 for my two 12-year old dogs to $3200 - a 70% increase. The $1870 reflected the annual increase that I expected as my dogs are aging, but the additional $1300 was due ONLY to a move to another state. Clearly, Embrace was using the move as an opportunity to force me out of their coverage. I have been with them for 12 years and have had one claim. Because I have been with them since the beginning, they promise to cover the dogs regardless of any previous medical history. When I called, I was told that the price of veterinary care is higher, therefore justifying the premium increase. FALSE! Avoid them!!!!
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!
Reviewed Aug. 14, 2024
Due to unnecessary delays in processing claims, repeated requests for medical history, Embrace, not allowing me to add exam and prescription coverage to my policy at a later date, as they promised when I purchased the policy, I would will not recommend Embrace to my friends and family. Ended
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!
Reviewed Aug. 13, 2024
Every year your bill just keeps getting more expensive every year. When it comes to expensive procedures, they pay the very bare minimum. Not worth it. Please save your money and do not use this company.
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.
Reviewed Aug. 8, 2024
I called to see if procedure was covered and length of time for reimbursement of coverage. I have a male cat that needs to be neutered and vaccines taken care of for health of my fur baby. I am glad pet insurance is available for pets now. Embrace seems to be a good pet insurance company.
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!
Reviewed Aug. 8, 2024
I had several questions about coverage for my policy. All questions were answered completely and professionally. My policy is due for renewal and all of my options were explained very clearly. My rep explained how to use the renewal change tool to better understand how the premium could be increased or decreased.
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!
Reviewed Aug. 7, 2024
Embrace Pet Insurance is provides excellent coverage for your furry baby family. They have a caring team. I have used them for years and have used other carriers many years ago, but found Embrace to be the best. The insurance has coverage for cancer and has dental plans available. I have cancer coverage.
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!
Reviewed Aug. 7, 2024
The provider took forever to process claim saying it was due to not getting medical history. I was able to get the history and submit in a day to only have them still drag out the process. Then to call an ear infection our dog had 6 months ago a pre-existing condition. Annual visit was not covered unless I had added the ‘Wellness’ to the plan. Don’t waste your time or money with this company.
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:
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; orb. 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.
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.
Reviewed Aug. 6, 2024
The past few months I have experienced extremely long wait times, repetitive meaningless emails that give incorrect information about why my claim is being held back, and no accountability from the company on the lack of resolve or communication in the meantime. Prescriptions that I have submitted for years and years are suddenly having issues with refunds, and it’s taking more and more of my personal time to get these issues resolved. I honestly wouldn’t recommend this company anymore, and I used to work for them.
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.
Reviewed Aug. 6, 2024
I have been a customer for over 5 years. Never filed a claim. Had to file a claim on July 5th for a foxtail surgery. Was happy to see my claim was approved and the payment would be sent. Waited the 10 days for check to arrive; it never did. Call to find out why. I had apparently not updated my address after I moved (always had email communication so never even thought about it honestly). My fault. Upon correcting my information, I gave the agent, Nikki, my direct deposit information and she told me they would deposit my claim money into my account. She never mentioned there would be a 2-3 week investigation into whether or not my original check was cashed and that I would not be issued a new payment until the finance department had completed their “investigation”, which is what I find out today after having to call them again (no email, no indication from the previous agent).
So now it’s been over a month since filing the claim and I must wait an additional 2 weeks to find out if I can even get a payment disbursed and I have no other course of action other than to wait. The payment is for $530.00… not even 1/10th the amount I have paid the company over the years without filing a claim and now I am treated as though I have stolen something or am committing fraud.
Top all of this off with an email alerting me to my new premium which has gone up $190.00 (from $120.00) a month for 1 dog who has only ever had this one foxtail issue. I will be canceling this policy as soon a get my claim reimbursed. Save yourself the money and deposit your monthly pet insurance payment into a high yield savings account, by the time you need it you will be able to cover most emergencies and maybe even have more left over for something else. Terrible customer experience from a company I had even suggested others use. I feel awful having endorsed this company to anyone I actually like.
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!
Reviewed Aug. 5, 2024
My dog was diagnosed with cervical IVDD 6/23/2023. I do not submit for this. She was medically treated and has been doing great. We found a swollen tick where she was in the car a few weeks before 7/16/2024. A few weeks later she favored a front leg and was very lethargic. We took her to neurologist who diagnosed IVDD and by that time she was back to normal. He did exam, said not IVDD, did a full tick panel. She has always been negative. This time it came back with two positives and she has been put on a high dose of **. Claim was turned down using stiff hindlegs from late June 2023. Her hindlegs weren’t stiff and Red Bank emailed back not in notes not why she was in.
Tick panel came back positive. She is on ** but the claims rep said the higher titer she was being treated for was lower that the lower titer and even wrote lower was 1:62 when it was 1:64 which is when titer exposure starts. One she is being treated for is 1:128 which on panel is higher. Anything to deny a claim. This is a legitimate claim problem from ticks yet now in Appeal.
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:
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.
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!
Reviewed Aug. 2, 2024
Excellent service!! Very caring of their customers and their pets. Very professional and courteous personnel. A role model organization for others to follow. I do not hesitate recommending Embrace to anyone seeking pet insurance. By the way, their cost for insurance is very reasonable and affordable to all. Thank you very much.
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!
Reviewed Aug. 1, 2024
Embrace does not cover ANYTHING. They will literally find any excuse to not cover your issues for your pet. When my dog got sick and was dying they would not cover a single thing, not even his euthanasia, since he had vomited before our policy started. VOMITTED. That apparently was a pre-existing condition for anything following.
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:
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.
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.
Reviewed Aug. 1, 2024
Embrace Pet Insurance is excellent. Low cost insurance for pets. Dan is a treasure. I enjoyed speaking with him. Embrace Pet Insurance is great! Will be referring my family and friends to this insurance company. My dog will love the benefits. Very good price for what you get. Thank you for serving me.
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!
Reviewed July 29, 2024
I bought two Embrace pet policies for my newly adopted 8 month old kittens. Embrace then did everything possible never to pay a claim -- always citing something or other (such as the 8 month old kitten hadn't had a "proper dental exam" prior to adoption). I would never recommend this company to anyone. It was far easier to deal with my own health insurance than Embrace.
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:
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; orb. 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 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.
Reviewed July 27, 2024
So I asked my vet about my cat's bald patches and she said it might be allergies, so that automatically counted as a pre existing condition? Even though he was under the policy when this condition was discovered. They asked for vet visits from before I had adopted him, which I am unable to provide because, go figure, I didn’t have him. Very disappointed with how it was handled, I’ve insured multiple pets through Embrace for years but I’ve now switched because I was so disappointed in their service.
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:
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.
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.
Reviewed July 25, 2024
Paid over $5,000 out of pocket for expenses related to my dog. Please don’t get insurance. They will find ways not to pay out. They rack up on monthly charges. Claim processing takes too long. Never paid me out anything. My dog was covered under waiting period. Insurance is almost same price as regular exam fees so is not worth the money.
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!
Reviewed July 24, 2024
I was billed for my 3 cats within a week of calling, yet three months later, and over $221.00 spent on insurance, none of my 3 cats were insured. The process is painstaking, demanding detailed (Not Summaries) of each clinic or vet they visited within past year. Getting adopted from shelters and foster care is especially time consuming and annoying, since shelters do not have vets that give details other than neutering or vaccines. So you STILL have to go a vet for a thorough exam, and it takes weeks or more to get an exam. Meanwhile, if you did not cancel your insurance within first 30 days, you will not get a full refund! You don't know to cancel because they keep stringing you along asking for more and more information! I spent $221.88 over 3 months, and I am getting $21.00 back!!
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.
Reviewed July 24, 2024
Our cat broke her leg and ended up seeing several vets. It was a long process but we were grateful we had Embrace Pet Insurance. I’ve been very impressed so far. The app is easy to use, we’ve been reimbursed quickly, and the customer service has been great. It’s assuring to have this for our pets. We highly recommend.
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!
Reviewed July 23, 2024
The staff have on two occasions helped me make an informed decision on the different amounts of insurance and coverage. Claims are handled quickly and paid quickly also. The staff suggested a change to accident only to cut my cost rather than cancel which I really appreciated today. The staff are friendly like they know you yet professional and knowledgeable about the ins and outs of the policies.
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!
Reviewed July 19, 2024
Chose this company because the caption online "NO WAIT PERIOD" then a day later seen the wellness and changed my policy..My dog had an emergency and thought she was dying..Took her to vet and she had colitis..Had to get meds $700 vet bill that was unexpected and thought my insurance would cover and counting on that money back for bills..Just to read I'm denied because of some stupid fine print and checked my account and noticed I was refunded the wellness policy..This is a scam and I'm reporting.
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:
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; orb. 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.
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.
Reviewed July 19, 2024
We incurred significant vet bills trying to save our sweet pup. In the end, she was not able to overcome her illness. In the face of overwhelming sadness, Embrace made the claims policy simple and hassle-free. Their communication was prompt and compassionate, and we received our claim money within days of filing our claim. I am very impressed with their service.
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!
Reviewed July 17, 2024
I submitted my first claim, it did take 2 weeks to get reimbursed but it was hassle free. In the interim I called with questions the hold time was terrible but the agent was very nice and helped me and answered all my questions. I would recommend this company. My first experience went well.
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!
Reviewed July 17, 2024
I have been contacting Embrace for a solid week emailing and calling every day as they said my claim that’s been in review for 12 days would be closed very quickly as my pet passed away. Very upsetting and it’s a constant reminder and they still have not closed it. They received the claim three weeks ago. So disappointing. They take so long when your pet has passed away and nobody gets back to you and the claim just says in review.
Hello Nikki,
First and foremost, I am so very sorry for your loss! Provided we have all of the required documentation, our standard processing time for claims is 10-15 business days. I see you spoke with one of our representatives recently regarding the timeline, but if you have any additional questions please feel free to reach out and we're happy to help. Once the claim is completed, you will receive a separate confirmation email to let you know. Sending well wishes to you during this difficult time!
Reviewed July 17, 2024
Honestly really good experience. They have decent response time and as long as they have all the info they need it's a quick process. I do really like how they have claim submission set up. It's fast and easy. Would be better to not require a year's worth of records before starting the insurance just because we went a couple places that weren't right for us vet wise before setting so that made it a bit difficult to get them the information.
Hello Lillie,
Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly! If you have any questions regarding your pet's medical history, please feel free to reach out and we're happy to help.
Reviewed July 17, 2024
The fact that I have been a client (4 animals) since 2006 should speak for itself. I've investigated other insurance companies and they don't compare in cost/coverage/customer care! It is easy to file a claim and responses are quick. When a pet passes they are compassionate in reaching out with condolences. I always feel cared about and that our animals are also.
Hello Penelope,
We’re happy to hear you’ve had a positive experience with your policy over all these years and we sincerely appreciate you taking the time to provide that feedback!
Reviewed July 16, 2024
I gave a great review for the customer service agent who handled my call. I was very impressed with Embrace since I gave a great review for this young lady they asked me if she was to get a reward would it be a coffee, a long lunch or a gift card. I have never had any company for which I gave a good review reward the person.
Hello Mary Beth,
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's service!
Reviewed July 14, 2024
My Dog's bills have been in the thousands of $$$ and embrace has come through and lived up to their end of the deal with the accident and illness policy I purchased when he was a puppy. It can take a while to get reimbursed but this falls not just on Embrace but on your vet clinic responding to their inquiries quickly. My Dog's specialist vet is very fast to respond and it shows because I get reimbursed for those visits much faster that I did at his regular vet. I don't know yet if we'll be dropped because of his numerous bills or if the rate will go up a lot when it's time to renew but as of now my experience has been great!
Hello Sabrina,
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 do not drop insured pets or reduce coverage due to age or claims. Our premiums are set by our data team and based on the overall claims actuarial data. Some of the 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. 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. We try to keep up with the actuarial fluctuations as best as we can and adjust premiums accordingly from year to year! If you have any additional questions, please feel free to reach out and we're happy to help!
Reviewed July 14, 2024
Pros: easy to use app. Friendly customer service. Long wait times. Unorganized. Apparently takes 3 days for you to get a fax. Apps upload for documents doesn’t work. Haven’t received my reimbursement check after 9 days. Not satisfied with how long everything is taking. It’s been a full month and haven’t been reimbursed my 80%.
Hello Robert,
I'm sorry for any disappointment you experienced with the claims process! If you are experiencing technical issues with the app, we recommend making sure you have the latest updates installed and sometimes deleting and reinstalling the app will clear up any errors. I see you spoke with a representative in regard to your reimbursement check and they confirmed the expected delivery date, but if you have any additional questions or concerns please feel free to reach out and we're happy to help!
Reviewed July 14, 2024
I seem to be having trouble getting reimbursement processed. I submitted claims in June, one for grooming & one for vet visit. They have not yet been posted to my portal. I called to find out why & was told it would be done Asap. Still doesn’t show up. Very unhappy about this.
Hello Harriet,
I'm sorry for any issues you experience with your claims! I see they have both been set up and assigned a number. Our standard processing time for claims is 10-15 business days provided we have all of the required documentation. 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 but if you have any additional questions, please feel free to reach out and we're happy to help!
Reviewed July 14, 2024
I got Embrace for both of my dogs when I first got them about 12 years ago. It was reasonably priced and when my big dog had back to back ACL surgeries they came through very quickly with payment with no issues. In recent years the premiums increased to $270 a month per dog. One of my dogs had cancer last year with bills over $20k and Embrace paid $10k to the policy limit - he did pass away in November but got almost a year with the cancer treatment. Six weeks ago my other dog suddenly became ill and passed away.
In recent years I have seen a huge decrease in their customer service with hold times as much as 3 hours and they take much longer to process claims. I am still waiting for the claim to be reviewed and to get reimbursed. I think in recent years there are many more options for pet insurance that are better than Embrace as they don’t seem to be the company that they used to be. Other companies pay instantly direct to the medical provider which helps with these big bills. After paying $15k out of pocket (for what wasn't covered) for one dog 6 months ago having to pay $6k last month for my other dog had to go on to a credit card as I was still waiting for them to review my claim. I keep getting messages that they are busier than usual so response times are longer than usual - but it should just say response times are LONG.
Not so happy with this latest experience with them. I would not recommend them. FYI there are NO WAIT times if you want to call to open a new policy. Also clearly their responses to all of these bad reviews is to post an AI written response with an empty apology. I would not recommend Embrace and will be using Trupanion for my new dog. Embrace you should realize that people pay attention to reviews and you have a lot of negative ones.
Hello Mindy,
I'm so sorry for your loss and to hear you've been disappointed with our service! We understand that you may experience delays in reaching us by phone due to high call volumes and I'm sorry for any inconvenience that may cause! Our sales department and service department hold times will differ because our sales representatives are not trained to help with the policy, billing, and claims related questions that our service representatives are trained to help with. Typically, we have a higher influx of service calls which does result in longer wait times, but please know that we are actively working on ways to minimize those 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).
Provided we have all of the required documentation, our standard processing time for claims is 10-15 business days. Although the policy typically works on a reimbursement method, we do offer an option for direct pay to your clinic and if you are interested in learning more, please feel free to reach out and one of our representatives will be happy to go over it further with you!
Reviewed July 14, 2024
Quick response and very easy process. Checks issued very quickly and without any problems. My dog had TPLO surgery and Embrace covered it without hesitation and sent reimbursement very quickly. I am very happy that we went with Embrace for our pet insurance. Did not expect it to be such a breeze!
Hello Yuriy,
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 dog is feeling better and making a quick recovery!
Reviewed July 13, 2024
When your dog eats something that becomes life threatening, minutes matter... There is no time to worry about insurance. Unfortunately, we went surgical. I filed paperwork the following day with Embrace and prepared for a fight. That fight never came. Embrace kept communication coming in the form of email and a few days later approved the claim. I had only been a customer for about 6 months, but I'm sure going to stick around with service like this. Amazing job Embrace!
Hello Richard,
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!
Reviewed July 13, 2024
My Embrace Pet Insurance Policy was initiated through my home/auto insurance company, USAA. I trust USAA. If they endorsed Embrace, then I will also support them. This has never been a pet insurance option in the past... I Love it! My pets are part of my family. This has also provided me with a sense of peace of mind to know all of my Insurance Companies have a common link. It appears that "The consumer spoke, and USAA listened" on this one. Thank you USAA. Thank you Embrace.
Hello Elizabeth,
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!
Reviewed July 12, 2024
Claim took WAY too long to be processed. Vet’s office needed to send the same pdf file 3 times and I sent once and followed up verbally. Customer service was nice enough, but stated numerous times that all items were not received. After many, many requests for escalation I was able to speak to the underwriter and explained that they were not looking at the entire document. Finally, was able to make myself understood and the claim was processed. This took more than a month - not acceptable.
Hello Susan,
I am sorry for any disappointment you experienced with your claims! The first illness claims submitted for your pet 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. Now that the Medical History Review is complete, our standard processing time for claims is 10-15 business days. If you have any additional questions, please feel free to reach out and we're happy to help!
Reviewed July 12, 2024
I had to rush my dog North to the Urgent Vet for ingesting a lot of grapes. This occurred over the weekend, and I submitted my claim on Monday and my reimbursement was in my account by Friday morning! No questions asked. It brings me such peace of mind knowing that I have this insurance in case I need it.
Hello Tori,
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! Sending well wishes to your dog for a speedy recovery!
Reviewed July 12, 2024
Embrace has always been responsive and supportive to the needs of our dogs’ health. Pleased with the professionalism and mastery of the products they offer. But even more appreciative of the flexibility provided!
Hello Tony,
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 our service!
Reviewed July 12, 2024
I am sorry I chose to use this company but now stuck with it. It took months to settle claims and my insurance guy to settle them. It was like I had something to hide, well I didn't. My puppy checked out fine with the Vet before I left AL with him to fly home.
Hello Katie,
I'm sorry 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 waiting on a clinic to send the required records. However, once the Medical History Review is complete, our standard processing time for claims is 10-15 business days and it should be a much smoother process moving forward! If you have any additional questions, please send an email to askclaims@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.
Reviewed July 10, 2024
Our Yorkie of three years had been diagnosed with prostatic disease and needed immediate neuter surgery and multiple tests to check his prostate. Two days after submitting the vet bill to Embrace, we received 80% reimbursement for all his labs and surgery. In a perfect world, we love to receive a 100% reimbursement but the speed of processing the claim is perfect.
Hello Herman,
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!
Reviewed July 10, 2024
They have taken three weeks to process my pet's first claim. Why? Because reasons and because they can. They also kept asking for same information over and over again. Claimed the receipt was "unreadable," but it lacked my pet's name. For a receipt for over the counter flea medication. Absurd. They also don't answer the phone for 20-35 minutes. Why? They're clearly seriously understaffed and still make excuses about it. HIRE MORE PEOPLE.
We are sorry to hear of your frustration with the claims process, Mike. Although we try to process claims as quickly as possible, sometimes it can take longer to process the first accident or illness claim as we gather your pet’s complete medical history. 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. The good news is once your pet's medical history has been established, future claims tend to process much quicker and our standard processing time is 10-15 business days. We occasionally experience a high call volume, but want to assure you we recognize that and are always assessing ways to reduce hold times. Please know our representatives are working through each call with care and we appreciate you choosing Embrace.
Reviewed July 9, 2024
Well I cancelled my Embrace Pet Insurance and wanted my refund. Well I had a hard time getting my refund back after a few weeks and less than 30 days, but didn't know my girlfriend had used my card from Wells Fargo and I had used my Navy Federal Credit Union Credit Card so we both had charges to Embrace and I found another cheaper place here in Hawaii so I wanted to go with that place and I cancelled Wells Fargo since it was on my card my name, but tried to cancel on my NFCUCC that I had and they wouldn't let me so I got the Fraud Dept. of NFCU to talk to them,
Go I am saying watch what is going on with no problems, the problem was two people looking to get Pet Insurance for our pet at different times and had a problem, not saying that Embrace is bad. Just the Department that does the refunds, gave me a hard time, tried to say I had no charges when NFCU Fraud Dept. say charges in my account and said, "We are getting your money back," and they did.
Hello Kimo,
Thank you for sharing that feedback. I see you already spoke with one of our representative regarding your billing information and refund, but if you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to help!
Reviewed July 9, 2024
Fairly easy to process and pretty quick for processing! We had an emergency visit to our vet for 1 of our pups who started limping and not putting 1 of her back legs on the ground. And her leg was a little swollen. So having the insurance we were able to proceed with getting X-rays and bloodwork to see what was causing her this issue. She is doing much better now but waiting for the results of her labs.
Hello Vickie,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with your claims and we hope your pup feels better soon and makes a quick recovery!
Reviewed July 9, 2024
Roger at Embrace was Awesome!! Very informative and Caring. I have recommended Embrace to several friends. We are waiting to take our sweet puppy Leia home on Aug 1st and we are relieved that our girl will be covered from day 1!! We chose the best policy with as much coverage as possible to ensure our girl is fully covered. There are several policies to choose from that will fit your needs.
Hello Michelle,
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!
Reviewed July 7, 2024
I have only made one claim this far, but the process has been easy and the representatives have been very helpful. Knowing I can worry about the health of my pet rather than the complexity of claims has been tremendous.
Hello Flo,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with the claims process!
Reviewed July 7, 2024
I've only had Embrace for about 3-4 months but am considering dropping. The time it takes them to respond to claims is not as advertised. They send the same message over and over stating vet didn't give diagnosis or waiting on vet for diagnosis. My vet has to send diagnosis multiple times and Embrace continues to say not received. It takes me calling everytime to get anywhere with Embrace. Also, 80% of claims aren't covered for 1 reason or another. It works about as good as appliance warranties do.
Hello Fonda,
I am sorry for any disappointment you experienced with 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). 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 we receive the required documentation, the pending claim will move forward for review. Provided we have all of the required documents for the claim, our standard processing time is 10-15 business days. If you have any additional questions, please feel free to reach out and we’re happy to help!
Reviewed July 7, 2024
Our Lincoln torn his CCL and we needed to submit a claim to see if we were covered. The process were very simple and straightforward. Only a few steps, pick from the dropdown menu and upload the invoice. Easy as that. We heard back in a couple of days with the good news. Thanks for being there for our pup, Embrace!
Hello David,
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!
Reviewed July 7, 2024
I have had Embrace pet insurance for almost a year since we got out our precious golden retriever and Labrador mix. I had always used PetSmart but with rising costs it made more sense to look into pet insurance I can use anywhere. I’ve had to submit about 4 claims so far. The first 2 were wellness for her shots and regular checkups. It was super easy to submit a claim and I got paid quickly once her records were verified. She has had 2 sick visits so far and when there was an issue with retrieval of documents, I was able to call and speak with a very nice and knowledgeable representative. The next day I got an email and everything was fixed, pushing the claim through!
We are very grateful we have such great insurance because our girl had a bad allergic reaction this week and it cost us a lot of money! So knowing we will be getting a large portion of that back helps us have a peace of mind. The only negative is the app can be fidgety and slow at times, but I have noticed that it has gotten a little better. We will definitely be renewing each year!
Hello Theresa,
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!
If you are experiencing any technical issues with the MyEmbrace portal, we recommend following the troubleshooting steps below:
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, and deleting and reinstalling the app will typically help clear up any errors
If you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed July 7, 2024
The website was easy to use. My claim was easy to submit. Everyone is so nice and helpful. Glad I decided to go with Embrace. They were also helpful in choosing the right price and then followed up
Hello Dolores,
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!
Reviewed July 6, 2024
Hello I’ve really been disappointed and Embrace insurance I have limited time I have called so many times, I’ve emailed, I’ve sent messages to the app for attempts to try to get a check. It’s not acceptable. The customer service people I call never have a good description. There’s no follow up. I was ready to cancel the policy however, I just saw that there may be a chance at the check that I’m waiting for will be re-issued. Check # **.
Hello Daniel,
I'm sorry for any frustration you've experienced with your policy! When our billing department is notified of a missing reimbursement check, they are required to initiate an investigation. This process typically takes anywhere from 2-3 weeks to complete, but I see they reached out to you via email on 7/2/24. If you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed July 6, 2024
Our kitty passed away after a couple of years being insured with Embrace. All the customer service agents we spoke with were so amazing and caring. The claim was sorted out very quickly and embrace even sent us a sympathy card with dried wildflower seedlings in the card to plant in memory of our kitty. Such a nice touch. Wouldn’t hesitate to use embrace again! Thank you embrace!
Hello Krissie,
I am so very sorry for your loss! I am sure that this has been a very tough time for you and your family, 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 claims process went smoothly for you and we sincerely appreciate you taking the time to share your feedback. Sending well wishes to you during this difficult time!
Reviewed July 6, 2024
I was overwhelmed with the number of insurance products but I did my due diligence & settle to investigate Embrace a little more & glad I did. The policy is excellent for my new pup Otis’s needs!. The price was tailored to my budget too!! I feel more confident that any preventative or illness/accident cost will be taken care of.
Hello Marylou,
Thank you for taking the time to share that feedback! We’re happy to have you as part of the Embrace family!
Reviewed July 6, 2024
Phone representatives are kind when selling you the policy, however they do not explain to you the whole process of coverage. Medical history is checked, as expected. After 4 weeks they sent an email letting me know a whole host of conditions my perfectly healthy dog is not covered for based on a report from a vet. When I provided them proof that they information they received was inaccurate the claims adjuster was unwilling to even review and reconsider. Yes, I have taken it up with the vet's office, but when the insurance company is unwilling to correct erroneous information is speaks volumes of how they operate. Policy canceled, never used it and they refused to issue full refund. Buyer beware of this company.
Hello Barbara,
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 stated in the acknowledgements that must be agreed to upon purchase, in several onboarding emails, and is defined 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; orb. 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.
Any time you feel there was an incorrect assessment, you do have the option to appeal. However, we did not receive any appeal letters from you or your veterinarian. 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.
Reviewed July 5, 2024
I have three cats, they have been insured the entire time I’ve been their mom. I had my cats insured with another company for a very long time, but switched in January 2024 to Embrace. On May 25, 2024 I had to take two cats to the vet for different reasons. I had to fight to get them to pay anything. They paid out a portion of one claim, and nothing on the other one. On June 6, 2023, my one kitty, went to the vet, he was diagnosed with chin acne, and a fungal ear infection. On May 25, 2024. (12 days shy of their one-year waiting period) he went to the vet because he had another chin, acne breakout. I did not know he had an ear infection until the vet swabbed his ears, and upon further inspection, he was diagnosed with a bacterial ear infection. I have been in the insurance industry, all of my professional life, over 25 years.
I understand pre-existing conditions. However, I am disgusted and frustrated that they wouldn’t pay anything towards his ear infection, even though it was a different cause from the one he had in June 2023. They denied 100% of his claim, and then added on another YEAR onto the waiting period! I have no confidence in this company, and legitimately expect them to find a way to not pay or deny any claims after this ridiculously long additional waiting period. I decided to have my pets insured with Embrace because they were affiliated with USAA. I am flabbergasted that USAA would affiliate themselves with a company that fights to not pay anything. I wish I would’ve stayed with my previous company. Save yourself the headache, and go with another company.
Hello Nannette,
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:
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.
I see you have been corresponding with the adjuster in regard to your appeal results, but if you have any additional questions or concerns, please feel free to reach out and and we're happy to help.
Reviewed July 5, 2024
We've paid into this insurance company for over 14 months. We submitted a diagnostic bill for $1400.00 with zero diagnosis and Embrace decided to determine this as a non covered service - creating their own mythical diagnosis interpretation that even the veterinarian did not stipulate nor corroborate! After communicating back and forth they decided to pay $97 toward $1400.00. Our policy automatically renewed with no interruption in our payment. We had a foxtail removed from our dog's paw last month and, when attempting to submit this claim, a huge red warning came up on our account that said 'NO CLAIMS WITHIN 60 DAYS OF RENEWAL'. WHAT?! This wasn't a 'new' account, nor even one with interrupted service. This entire company feels like a gigantic scam. DO NOT RECOMMEND.
Hello Shannon,
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: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.
Per the terms and conditions of the policy, you have 60 days after your policy term ends to submit any final claims. We strive to be as upfront about this deadline as possible, with it being noted in the terms and conditions:
Part VII – How To File A ClaimClaim Procedure
1. All Claims must be submitted during the policy term or within sixty (60 days) of the end of that term.”
The due date is also noted at the top of your claim form and in the renewal notice email that is sent out about a month before your renewal date. If you are within 60 days of your policy term end and received an error message, or if you would like further clarification regarding your claim results, please contact our Customer Care Center at 800-511-9172 and a representative will be happy to assist you further!
Reviewed July 5, 2024
I completed all intake forms and thought most of my claims would be paid, but after five months, when I first made a claim, I was asked for my dog's health history back to a full year before I applied for coverage. They found "pre-existing conditions" many minor (seasonal allergy, conjunctivitis, a cavity) and paid only one of six claims and that just covered the deductible. I am out $350 in premiums with nothing to show for it. Also, very poor and slow communication by email and 30 min wait time by phone. I cancelled. Do not recommend.
Hello Laura,
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: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 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 regarding your claims, please give us a call at 800-511-9172 and we’re happy to help.
Reviewed July 4, 2024
My dog required CCL surgery. After the surgery I proceeded to file a claim on the mobile app. The procedure of filing was super easy. Chose the Vet, select date of procedure, upload receipt, choose what the claim is for. That's it. Submit and you're done. Then it just a matter of waiting. My claim was approved in 2 weeks. Not too long, but would love to see a quicker approval time.
Hello Robert,
Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly!
Reviewed July 4, 2024
Updated- Please Review My Personal Experience. In my personal experience, it appears that the company in question prioritizes collecting payments rather than fulfilling their obligations to cover veterinary bills. The persistent efforts to dispute every aspect of coverage can be draining and ultimately not worth the hassle. When a company requires legal intervention to adhere to its own policies, it raises concerns about their credibility and reliability. If they resist a minor claim, it calls into question their commitment to honoring more significant claims in the future. I urge caution when evaluating overly positive reviews, as they may be influenced or curated by the company's own marketing efforts. It is essential to consider genuine feedback and experiences shared by customers on platforms like Trustpilot.
In my case, the company distorted the facts of a simple claim, disregarded the trial period, and fabricated a preexisting condition to deny a legitimate reimbursement for a veterinary exam. Despite medical documentation not supporting their claim, they persisted in their refusal until legal advice was sought. Following an appeal and adjustments to my coverage, I have taken steps to assert my rights and hold the company accountable for their actions. Insurance companies are bound by federal and state regulations to protect consumers from unfair practices, and it is crucial to be informed and seek professional guidance when dealing with such issues.
For me, this is not simply a matter of cost but of principle. I refuse to pay for a service that requires excessive effort and legal intervention for basic reimbursements. Integrity and adherence to policy should be the cornerstone of any insurance provider, not just friendly customer service. In conclusion, actions speak louder than words, and I expect my insurance provider to uphold their commitments with transparency and integrity.
Hello E.A.,
I'm sorry for any disappointment you experienced with your policy! Our licensed insurance claims adjusters ultimately are bound to our policy terms and conditions when it comes to processing claims. 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.
Pre-existing conditions are determined directly off of the notes from your veterinarian, but if you feel there was an incorrect assessment you do have the option to appeal. I see you have been corresponding with our claims team in regard to your appeal and it is in the process of being reviewed. You will receive a confirmation email once it has been completed, but if you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed July 3, 2024
This company is near to impossible to get ahold of. Expect wait times on the phone to average half an hour. I repeatedly, as did my vet, submitted the invoices asked for, yet after one month the site says that they were still waiting for invoices. I will be cancelling after this.
Hello Susan,
I am sorry for any disappointment you experienced with 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). Once we have all the required documentation, our standard processing time for claims is 10-15 business days. I see you already spoke with a representative 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 or concerns, please give us a call at 800-511-9172 and we’re happy to help.
Reviewed July 3, 2024
After less than a week from claim being submitted received an email stating that they were closing my claim because they did not have the SOAP notes from the Vet. Had to send same documents more than 7 times. Each time was told it was for wrong date of service. I had to highlight the documents for Taylor H. Finally, received payment after send same documents for the 8th time with highlighted areas.
Hello,
I am sorry for any disappointment you experienced with your policy! I'm unable to locate your account to view further details, but if you have any questions or concerns in regard to your claims, please give us a call at 800-511-9172 and a representative will be happy to assist you further.
Reviewed July 3, 2024
Embrace is very good at taking your money, not so good at paying claims. My dog broke her tail and had to have a portion amputated. It took several vet visits to figure this out and in the middle we had to change vets because there were issues with the work done by the first vet. This process started two days before the renewal for my three insured dogs. The recovery and healing period for the dog took nearly four months with several detours along with way -- think a tail spraying blood all over the house, multiple trips to get it re-bandaged since the dressing would only stay in place for about 36 hours. Embrace denied the first portion of the claim because I didn't submit the invoices until the dog was pronounced healed which was 10 days ago (90 days post first invoice). This is despite the fact that the injury was ongoing until quite recently and traumatic for both the dog and us. I will not renew and do not recommend Embrace.
Hello Jk,
I am so sorry to hear your dog is going through that and for any frustration you experienced with your policy! We strive to be as upfront as possible about the terms and conditions of the policy and the deadline for submitting claims is 60 days after the policy term ends. Unfortunately, we are unable to waive that deadline as we are required to abide by the the regulations set by our underwriters and are ultimately bound to our policy terms and conditions when it comes to processing claims.
I see you already spoke with a representative regarding this, but if you have any additional questions or concerns, please feel free to give us a call and we're happy to help. We're glad to hear your dog is doing better and we're sending well wishes for a speedy recovery!
Reviewed July 2, 2024
I just canceled my policy with Embrace. They asked for my dog's medical history for 1 year before I bought the coverage. He recently had a growth removed and a biopsy done, thankfully it was non cancerous, but I was just told by my the adjuster due to him having itchy skin last year, they are not covering my claim, because they do not cover dermatologic conditions. I talked to a rep and I expressed how the website states they cover accidents, illnesses, and conditions including: "Dental illnesses, Breed-specific, Cancer - all related testing and cancer treatments, Chronic conditions..." but they are denying my claim. So, I would be wary to everyone out there considering purchasing a policy. They do not honor their "full coverage".
Hello Janette,
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:
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; orb. 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.
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.
I see you already spoke with a representative and we are sad to see you go, but understand you must do what you feel is best for you and your pet. Two out of the three claims you submitted were covered and the third was partially covered, 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 July 2, 2024
This has been a horrible experience. I really regret getting this insurance because it’s been well over a month and no updates to my claim. My vet has sent in medical records twice and I emailed all the medical records over and they still are continuously sending over a request for my dog's records. That have been sent 3 times. Also, I called and they said the illness insurance wouldn’t cover fleas so I went ahead and got the additional wellness rewards which I was told is better and faster to receive my reimbursement but somehow they still need the medical records to use the illness insurance that doesn’t even cover the issue??
And have made Me wait so long?? Then I email just about every day and zero response. I just get another request for medical records. Do yourself a favor and steer clear of this insurance. They lack empathy for the consumer but they definitely make sure they get their money on time. Smh. I was better off with Banfield wellness plan.
Hello Kian,
I'm sorry for any disappointment you've experienced with your policy! In order for us to process any accident or illness related claims, we need to first 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 does not mean we need a full 12 months of records (for example, if the pet was recently born or a newer addition to your family), that is just 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. Although we try to process claims as quickly as possible, they can be delayed if we are waiting on a clinic to send the required records. However, once the Medical History Review is complete, our standard processing time for claims is 10-15 business days. We will pass your inquiry over to our claims department and a representative will follow up with you via email as well.
Reviewed July 1, 2024
This insurance seems a little different than other insurance I have looked into ~ We will see how is works out! The cost is somewhat less ~ We had high costs with our last pet that made it hard to budget for it! Hopefully this coverage will work out for us and Bailey. Veterinary costs are ridiculous as they know they are unaccountable because who else will do the service that is required.
Hello Lynne,
Thank you for taking the time to provide that feedback! If you ever have any questions or concerns regarding your policy, please feel free to reach out and we're happy to help!
Reviewed July 1, 2024
After submitting a claim for stitches for my dog, from an accident, embrace kept asking for more documents from vets he might've been to BEFORE I had adopted him. After 3 separate phone calls explaining that I do not know that any such records even exist, they finally accepted the docs they already had in their possession, but now state that they need to be reviewed again. This was a month after I originally submit the paperwork.
Hello Nicole,
I'm sorry for any disappointment you experienced with your policy! In order for us to process any accident or illness related claims, we need to first 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 does not mean we need a full 12 months of records (for example, if the pet was recently born or a newer addition to your family), that is just 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. Although we try to process claims as quickly as possible, they can be delayed if we are waiting on a clinic to send the required records. However, once the Medical History Review is complete, our standard processing time for claims is 10-15 business days. I see you have been corresponding with our claims team, but if you have any additional questions, please feel free to reach out and we're happy to help!
Reviewed July 1, 2024
Is my first time using this per insurance. I am happy for the coverage it provides for my dog. It's so important to have my puppy covered and well taken care of. My representative Haydee was amazing speaking to me about the wellness of our loving pets. I will definitely feel at ease knowing my hollies will be taken care of.
Hello Maritza,
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!
Reviewed June 30, 2024
I've been thoroughly satisfied with the customer service and responsiveness of the Embrace team members. After years of holding the policy "just in case", this past year has an one massive medical bill after another, and Embrace has been there to reimburse those expenses. My one kitty passed earlier this year and the agent I spoke with was so incredibly compassionate and made me feel as though she truly cared about my pain.
Hello Jamie,
First and foremost, I am so very sorry for your loss! 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.
Reviewed June 29, 2024
Dragging feet on a simple claim 33 days in they won’t even make a phone call, get your pet insured elsewhere! They are spending 33 days trying to find something to deny the claim but can’t. The damn dog only been to vet like 3 times.
Hello Gary,
I'm sorry for any frustration you've experienced with the claim 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). 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. Once we have all the required documentation, our standard processing time for claims is 10-15 business days. I see you've been corresponding with our claims team and your claim has finished processing, but if you have any additional questions, please feel free to reach out and we're happy to help!
Reviewed June 29, 2024
I never had a successful claim in 3 years. They rejected every claim by calling them pre-existing conditions. Monthly payments increased 15-28% annually. Essentially this is not a wise investment. Embrace makes a ton of money by collecting premiums and fighting subscribers until they say “uncle”. I have a 1” -thick file of all the phone call records and why they rejected my claims. Example: I asked my vet to check out a red blemish on my Yorkie’s back. He concluded that it was nothing to be concerned about. Embrace labeled it a “skin condition” and started a pre-existing condition “clock”. They said I needed a letter from my vet declaring the issue a non-problem. So I asked the vet to write a letter saying that what he wrote in his file turned out not to be an issue. That was nuts. This was the “simple” example. Two others were more complex. Bottom line: I set hundreds of dollars afire. Shifted to Banfield.
Hello Bob,
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:
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; orb. 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.
I see you already spoke with a representative 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 call our Customer Care Center and we’re happy to help.
Reviewed June 29, 2024
I obviously had higher expectations for your company. After my recent experience on my claim I have decided I will not be renewing our policy. I think upon signing up it would have been nice to receive some guidance from your company about what was not covered, $1,000/year seems excessive to have so many exclusions.
Hello Suzanne,
I’m sorry for any disappointment you experienced with your claim! It was fully covered, but in order for reimbursement to kick in for covered claims, your annual deductible must first be met. You can view a detailed Explanation of Benefits for each claim and any messages from the adjuster who worked on it by logging into your MyEmbrace account and selecting the claim information.
You can view further instructions here: http://help.embracepetinsurance.com/en/articles/4740402-understanding-your-explanation-of-benefits and you can also view more information about how deductibles work here: https://www.embracepetinsurance.com/research/pet-insurance-deductible-guide.
If you have any additional questions or concerns, please feel free to give us a call at 800-511-9172 and we’re happy to help!
Reviewed June 28, 2024
Our one-year-old Cavapoo broke his leg when he ran down the front porch when he saw a squirrel. We took him to an emergency vet. They set him up for surgery at a local surgery clinic. We submitted both the invoices from the emergency clinic and the surgery clinic to Embrace. The claims were handled very quickly. They paid the claim as I expected. Money was deposited into my bank account in just a couple days. We were very pleased.
Hello Terry,
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!
Reviewed June 28, 2024
We recently had some claims for our 4 year old Beagle Ginger. Ginger had started vomiting on and off and then her neck was swollen and she was in a lot of pain. Embrace worked with us to get our claim documents and helped us through the process. It was a stressful time for us and Embrace being there for us made it less stressful.
Hello Bette,
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. Sending well wishes to Ginger for a speedy recovery!
Reviewed June 28, 2024
Very knowledgeable helpful person helped me with my problem. That’s number 1 to me. Thank God he also spoke English. I’ve always had great success with Embrace insurance and would recommend to you.
Hello,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience and we appreciate your recommendation!
Reviewed June 28, 2024
Sometimes a phone call to a customer is necessary! I have to constantly look at the app otherwise I will miss the messages. I think the communication between the company and clients could be improved. I am happy with the company overall and the times I made the initiative to call the customer service was great.
Hello Rosana,
Thank you for taking the time to share that feedback! Our main form of communication is via email and your MyEmbrace portal, but we’re happy to hear you’ve had a positive experience with our Customer Care team. If you ever have any questions or concerns, please feel free to give us a call and we're happy to assist you!
Reviewed June 28, 2024
My dog swallowed a rock and had to have surgery to remove it and there were multiple night stays in the hospital. I submitted the claim and I couldn't believe how quickly it was processed. I started getting email updates the next day and within 3 or 4 days the money was in my account. Having pet insurance gives me peace of mind knowing my pups are covered.
Hello Rob,
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!
Reviewed June 27, 2024
Be prepared to take the middle of the road attitude, and readied to be run over by a semi truck traveling in either direction. In the get go, they will Jump the gun and go suicide on policy, even at the mention of the lightest Cyst or Burr causing a skin condition, even if it has healed and completely disappeared, if your vet did not perform a half million dollar extra work order in labs, and send you out to a cancer specialist to do extra lab work. (Cancel Coverage on that extremity). It was just a simple little thing that healed with some hydrogen peroxide and antibiotic therapy, But oh no, They went suicide on policy.
Then if your doc even mentions, like "No Pain Or Crepitus" they also go Suicide there too.. Oh, Oh, "Crepitus was mentioned, No future coverage there too", then want you to go back and forth and get some Bull Poo appeal letter on something that doesn't need to be appealed? That will cost you extra at the vet's office. I'm thinking about talking to USAA about this, Cost me over an extra day to figure out what's going on there.
Hello Mathieu,
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:
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.
I see you have been corresponding with our claims team in regard to an appeal and the adjuster will follow up with you, but if you have any additional questions please feel free to reach out and we're happy to help!
Reviewed June 26, 2024
Customer service quality at Embrace was consistently high. The call center was reachable and responsive. I have no qualms in that category. My policy cost was increased by greater than 50% for my first yearly renewal due to common pet insurance company policies. I hadn’t made a single claim with Embrace the entire first year prior. It was said that my cat’s senior status of approaching 14+ was an influencing risk factor for the price increase along with rising medical care costs and inflation…but a > 50% increase in one year’s time seemed unlikely to be realistic from my consumer perspective.
I decided to cancel my renewal in search for pet insurance intended for 14+ senior cats and found a well known, reputable competitor who offered me nearly DOUBLE the amount of COVERAGE for the same price as my first year’s premium with Embrace! I was able to add MAXED OUT ANNUAL WELLNESS & PREVENTION coverage in ADDITION to MAXED OUT ACCIDENT & ILLNESS coverage and STILL keep the costs MINIMAL.
With Embrace, my plan’s cost was covering accident & illness ONLY. One can imagine my relief that I canceled my renewal. Yes, I will have a new waiting period with the risk of preexisting conditions arising within the next few weeks to months, but the overall gain for my feline is high. If your 14+ senior pet’s health is satisfactory enough to take the risk of a new policy waiting period, or if you are adopting a senior cat who is 14+ or who will inevitably approach it, consider heeding my next paragraph: If it were based on my experience, alone, as a 14+ years old senior cat caretaker, I wouldn’t select Embrace, but search for someone who’s jingle constantly reminds us that “__________ is on your siiiiiiiide.” :)
Hello Grace,
We certainly understand your concern in regard to premium increases! Premiums increase over time with all insurance products, and pet insurance is no exception.
Our premiums are set by our data team and based on the overall claims actuarial data. Some of the 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. 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. We try to keep up with the actuarial fluctuations as best as we can and adjust premiums accordingly from year to year.
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.
Reviewed June 26, 2024
Our dog got injured, he blew an ACL, while he was on three legs he blew his second ACL. Embrace covered both surgeries, Embrace is amazing! I recommend this company to every dog owner I know. The ability to make decisions based on what is best for Jax and not being worried about draining our bank account is unbelievably reassuring. I would not and will not hesitate to insure every future pet I own through Embrace!
Hello Zach,
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!
Reviewed June 25, 2024
My coverage over doubled. For my renewal it went up $120 and my dogs are only 4 and 5, I think they are picky on what they cover. For instance when my dog was a puppy they wouldn’t cover a rash. Really? When I called and questioned the increase I told them I was likely going to drop the insurance and they didn’t seem too concerned as they probably make money hand over fist as they over price you as your dogs start getting older.
Hello James,
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.
Some of the 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.
We are not legally permitted to make any changes to the premium because the rates are filed and approved. 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.
Reviewed June 25, 2024
After a harrowing health issue with our kitty Loki a few years ago, I signed up for pet insurance with Embrace. A year ago, our poor boy had a urinary blockage and was hospitalized for a few days...the bill was over $4000. Thank goodness I had enrolled him for insurance through Embrace. They were kind and supportive and paid (minus the $200 deductible) 90% of his vet bill! What a relief! With everything costing so much more these days, I can't recommend Embrace Pet Insurance enough...those surprise vet visits can cost so much money and knowing that he is covered helps me rest easier! I highly recommend Embrace Pet Insurance to everyone!
Hello Christina,
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 sincerely appreciate your recommendation as well!
Reviewed June 25, 2024
Fantastic service, claims process was very easy and simple. Had to take my dog to the emergency care for an illness and within 5 hours of submission my claim was approved and paid out. The app is very user friendly and makes it very simple to submit and process claims.
Hello Brandon,
Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly!
Reviewed June 25, 2024
They're asking for records that do not exist and have halted the claim process until they receive a pre-exam diagnosis from when I had Money's teeth cleaned. I can't even iterate how many emails they've sent and I've responded to. Initially, I gave a 5 star rating. Today, not so much but I'll update this review as my initial claim moves or doesn't move, along.
Hello Mary,
I'm sorry for any disappointment you experienced with your policy! In order for us to process any accident or illness claims, we need to first 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 does not mean we need a full 12 months of records (for example, if the pet was recently born or a newer addition to your family), that is just 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.
Once the Medical History Review is complete, our standard processing time for claims is 10-15 business days and it should be a much smoother process moving forward! If you have any additional questions, please send an email to askclaims@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.
Reviewed June 25, 2024
Have not had a good experience with this company. I enrolled when my puppy was six months old. Went through the waiting period for both medical and ortho, received a letter saying she was all cleared past the waiting period and all I needed to do was file a claim when needed. Paying my monthly fee automatically withdrawn ever since then. She had one incident which was an ear Infection about two months ago. Now all of a sudden they need more copies of her records and she does not have any records because this is the first time she will be there for an illness.
They just keep telling me they cannot cover her until they have her records which they had previously stated they had everything they needed and she was cleared. They still keep taking the money out of my account every month however, nobody will answer my letter when I said that I need this to be resolved as I cannot get another insurance company until then and of course, I have not received a response.
Hello Leslie,
I'm sorry for any disappointment you experienced with your policy! In order for us to process any accident or illness related claims, we need to first 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 does not mean we need a full 12 months of records (for example, if the pet was recently born or a newer addition to your family), that is just 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.
Although we try to process claims as quickly as possible, they can be delayed if we are waiting on a clinic to send the required records. However, once the Medical History Review is complete, it's a much smoother process moving forward! I see one of our claims adjusters reached out to you via email on 5/15/24 with further details regarding the missing records. If you have any additional questions, please feel free to reply to them directly or give us a call at 800-511-9172 and we're happy to help.
Reviewed June 25, 2024
I mailed several claims to Embrace on 6/11/2024. They were sent certified mail and were received by Embrace on 6/17/24, according to USPS. Embrace has apparently, lost these claims. They have no record of ever having received them. These were the first claims that I have ever submitted and Embrace has been of no help at all. I do not recommend this company.
Hello Sharon,
I'm sorry for any disappointment you've experienced with your policy! We utilize a third-party company to process any documents sent through USPS and it can take up to 4 weeks for mailed documents to be received and set up as claims. I see you have been corresponding with one of our claims managers, and they reached out to you via email to let you know we have received all of the documentation you mailed and the claims have been set up for review! If you have any additional questions, please feel free to reach out and we're happy to help.
Reviewed June 24, 2024
I just got a cat recently and was considering buying a insurance. I called the customer service because I had some questions. It is no exaggeration to say that this was one of the best phone calls I have ever made! The customer service voice who answered my call gave me a great sense of security, and was very friendly, patient, and professional in answering my questions and explaining the insurance terms. I believe that if I have any questions in the future they will do their best to help me just like today. I can't wait to share Embrace with my friends! Well done Embrace!
Hello Yi,
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. If you ever have any questions or concerns in the future, please don't hesitate to reach out - we're happy to help!
Reviewed June 24, 2024
This is the first time I've purchased pet insurance for my cat, Missy. Being a US Army veteran, I was offered this plan through USAA, and I'm glad I purchased it. Missy is a healthy indoor cat, but things happen, and Embrace did an awesome job to ensure my claims were properly and fastidiously handled efficiently. The claims process was very easy, and I'm informed every step of the way. I've recommended Embrace to other folks I know. I have complete faith with Embrace to take care of Missy's claims if I ever need to submit one again.
Hello Alexander,
Thank you for taking the time to share that feedback! We’re happy to hear the claims process went smoothly for you and we sincerely appreciate your recommendation!
Reviewed June 23, 2024
It's not too offensive to say that most people don't love dealing with insurance. However, using Embrace for our doggo's health needs is everything that insurance should be--reliable and understandable. Submitting claim documentation is easy, the documents and communication that we receive regarding these claims is straightforward, and reimbursement was quick! Rates are reasonable, and we're one happy family with Embrace's help.
Hello Allison,
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!
Reviewed June 23, 2024
The last representative played a huge roll in my continuing with Pet Embrace. A lot was confusing about coverage, the representative was patient and thorough. I appreciate the time spent and patience with my frustrations. At the end of our phone conversation, I felt confident that the right choice was made for my fur baby.
Hello Johnella,
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's service!
Reviewed June 20, 2024
Though very quick to respond, I was disappointed in the amount I was reimbursed. My vet bill was over $400 and I received $14 of that back. The injury to my dog by the groomer (who refused to take any responsibility!) was very upsetting and was an unexpected cost that caused a bit of financial difficulty. The reimbursement amount was a “spit in the face” to me.
Hello Susan,
I'm sorry for any disappointment you experienced with your claim! Although your claim was fully covered, in order for reimbursement to kick in for covered claims, your annual deductible must first be met.You can view a detailed Explanation of Benefits for each claim and any messages from the adjuster who worked on it by logging into your MyEmbrace account and selecting the claim information.
You can also view more information about how deductibles work here: https://www.embracepetinsurance.com/research/pet-insurance-deductible-guide, but if you have any additional questions or concerns, please feel free to reach out and we're happy to help. We hope your dog is feeling better and we're sending well wishes for a quick recovery!
Reviewed June 20, 2024
I pay for a very good plan for my pet, when I had to use it it was mentioning that I couldn't. Before applying, I mentioned all the health relationship about the dog, which by the way is healthy. I sent you a bill and you didn't even cover 50%, only 30. I found it disrespectful, with a plan I bought. Dissatisfied.
Hello Thainara,
I'm sorry for any disappointment you experienced with your policy! Although you claim was covered, in order for reimbursement to kick in for covered claims, your annual deductible must first be met.You can view a detailed Explanation of Benefits for each claim and any messages from the adjuster who worked on it by logging into your MyEmbrace account and selecting the claim information.
You can view further instructions here: http://help.embracepetinsurance.com/en/articles/4740402-understanding-your-explanation-of-benefits and you can also view more information about how deductibles work here: https://www.embracepetinsurance.com/research/pet-insurance-deductible-guide.
I see you also recently corresponded with one of our claims admins in regard to your claim results and how the deductible works, but if you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed June 19, 2024
We've had this policy since March. Since then, they put in the incorrect bank info (which delayed a reimbursement by several weeks). They tried to deny a claim that was clearly covered. TWICE they have asked for a complete medical history of one of our cats. Their MO seems to be deny and look for excuses not to cover.
Hello Angela,
I apologize for any disappointment you experienced with your policy! I see you previously spoke with one of our supervisors regarding your direct deposit information and have been recently corresponding with the adjuster regarding your claim appeal. 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!
Reviewed June 19, 2024
I feel like I have been duped. In the ad for geico/embrace insurance, it said there would be a 25 dollar gift card included at sign up. When I called about it, they said they knew nothing about it. Also they did not mention a 25 dollar start up fee in their ad or in the sign up process. Only found out when the bill came. If they have done this already, who knows what they will do with my claims.
Hello Steven,
I'm sorry for any disappointment you experienced with your policy! As part of the acknowledgements that have to be agreed to upon purchase, it states the first payment due includes a onetime enrollment fee/admin fee of $25.
We are not aware of any advertisement regarding a $25 gift card at sign up, but your feedback has been passed along to the appropriate department and they are looking into the matter further regarding our affiliate marketing. If you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to help!
Reviewed June 19, 2024
My dog had to spend 48 hours in an emergency vet due to eating a lot of ** (a pain killer). My claim was denied due to a pre-existing condition, a luxating patella (which is asymptomatic). They are saying that if he didn't have this luxating patella he wouldn't have had access to the medication. The sheer fact that they are trying to deny the claim for a vet visit that saved his life where they were treating his kidneys, liver and stomach was denied because of an asymptomatic knee cap. The fact they are an insurance company trying their best not to provide the service that I paid for is unethical and they are grasping at strings to try and avoid paying out for his stay.
Hello Amanda,
First and foremost we hope your dog is feeling better! We see you have been in contact with a team member about your concerns and they were able to assist you in setting up an appeal and reprocessing the claim. If you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed June 18, 2024
Our 1st claim for our 8 month old puppy was easy to file. Embrace kept us informed each step along the way and our claim was resolved and paid in a very reasonable time. We were expecting a longer wait. Very pleased with our experience. Would not hesitate to recommend Embrace Pet Insurance.
Hello Diane,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with the claims process and we sincerely appreciate your recommendation!
Reviewed June 18, 2024
My experience with Embrace has been overwhelmingly positive for the past 13 years, with minimal issues with my claims. However, I have observed a shift in recent years, with my claims taking longer to process. While I understand that Embrace may have their reasons for this change, I would still confidently recommend them to anyone looking for a trustworthy insurance provider.
Hello Linda,
Thank you for sharing that feedback! 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). Our standard processing time for claims is 10-15 business days. You can also 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 but if you have any additional questions, please feel free to give us a call at 800-511-9172 and we're happy to help!
Reviewed June 17, 2024
I've been with Embrace Pet Insurance for several years and have no complaints. Their customer service is professional and helpful. Claims are handled extremely quick without issues as long as you supply all the necessary information. You can sign up for direct deposits if you wish and receive your insurance settlements even quicker. I highly recommend Embrace Pet Insurance!!!
Hello Jan,
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!
Reviewed June 17, 2024
Their customer service was alright. But then I was pressured to see a Vet immediately otherwise they could not continue the insurance and also they would tell other insurance companies. I felt threatened! They expected that in less than a week I would get an appt in a Vet in California. I cancelled the insurance.
Hello Nair,
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 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. 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. In the onboarding email, we state that we will reach out to your pet's vet provider(s) on your behalf to request the medical records we need, not insurance companies.
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.
Reviewed June 16, 2024
We signed up with the expectation of having wellness rewards or wellness privileges same day. Well Embrace has denied all three of my claims. I took my puppies in for a while as exam and they’re telling me that now they are denying my claim because it was before My policy was active. This is absolutely nonsense. If they’re advertising that wellness benefits will be available same day as the time that you start your policy they should honor that.
Hello Rosemary,
I am sorry for any confusion! Due to a technical error regarding the date of service, the claims were automatically not covered, but I see you have spoken with one of our representatives and our claims team took care of reprocessing all three of your claims under the Wellness Rewards plan. If you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to help!
Reviewed June 16, 2024
I manage the claims myself but the platform is easy to navigate and is cute! Some Vets will handle the claim in their office. There has been significant improvement in their phone line if you need help. The only negative is that it’s difficult to change plans. Overall they saved me a few hundred dollars! Thank you Embrace!
Hello Karen,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience!
Reviewed June 15, 2024
There are lots of pet health insurance companies out there. I did some research and chose Embrace Pet Insurance. They have good ratings and they also give discounts if you are a member of USAA. I'm posting this to give them A+ ratings! I've never had to use them til now and they have been amazing to work with. About 3 or 4 years ago I insured Juniper and George...not for routine health care, but more for catastrophic insurance. I decided this after my friend Lisa spent over $16,000 when her dog broke his leg. That's a lot of extra shifts!!
Hello Constance,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience!
Reviewed June 15, 2024
This was the first time in several years that I filed a claim. The process was quick & easy. The claim was closed in about a week. Thank you so much. I will recommend Embrace with friends and family. Your online service is very easy to understand and walks you through the process of claims or just information.
Hello Linda,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with the claims process and we sincerely appreciate your recommendation!
Reviewed June 15, 2024
Even though my vet called and disputed a "pre-existing condition" that my dog was never diagnosed with or treated for, I had to keep resubmitting a claim for another medical issue that they said was a "pre-existing condition." I had to keep resubmitting the claim even though I had provided lab work records. Then they finally accepted it but only paid portion of claim.
Hello Irene,
First and foremost, I am so very sorry for your loss! I also apologize for any disappointment you experienced with your policy. I see your appeal has been completed and you can view a detailed Explanation of Benefits for each claim and any messages from the adjuster who worked on it by logging into your MyEmbrace account and selecting the claim information. You can also view further instructions here: http://help.embracepetinsurance.com/en/articles/4740402-understanding-your-explanation-of-benefits, but if you have any additional questions or would like further clarification, please give us a call at 800-511-9172 and a representative will be happy to assist you further!
Reviewed June 14, 2024
I have had Embrace since 2019 and never had to file a claim. Recently my 4 year old dachshund became paralyzed with IVDD and I was so scared we would not be able to get the surgery for her. We borrowed the money to pay for it up front from my dad with fingers crossed everything with the claim would go smoothly. Well it did! We filed the claim for reimbursement and we were paid in less than 2 weeks. I didn’t have to fight them and they were so very nice about the whole thing. I would definitely recommend them to anyone who has a pet!!
Hello Angela,
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!
Reviewed June 14, 2024
I truly hate leaving bad reviews but I feel this experience should be stated so others don’t go through what I did. I got a medical review done for my dog to identify preexisting conditions as I wanted to get a dental procedure done but knew I would not be able to handle the bill on my own. They mentioned a few knee problems as preexisting conditions and nothing else so I felt confident I would have their financial support.
Over a month later, they saddled me with the entirety of a 2.2k bill saying that periodontal disease was a preexisting condition. I tried to get the claim appealed since it wasn’t mentioned in his medical review and all they said was “sorry it should have been included.” Now I’m left with a huge bill that I’m not sure how I’ll pay for. I felt completely abandoned and no accountability was taken for their mistake.
Hello Steph,
I'm sorry for any disappointment you've experienced with your policy! In order for us to process any accident or illness related claims, we need to first 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 offer an option to complete the Medical History Review upfront, but if it's not requested, we do not review the medical records until the time of the first accident or illness claim submission. This is noted in our onboarding emails and this specific email went out to you on 3/3/24.
Your claim date of service took place in April, but because this review was not requested upfront, we reviewed the medical history upon the submission of your claim (June 2024). As a result of the review, we provided a list of any pre-existing conditions that are ineligible for coverage, 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.
Unfortunately, periodontal disease was noted as a pre-existing condition based off the the medical notes from your vet, so we were unable to provide coverage for the claim. However, now that a dental cleaning was performed, the pre-existing condition was expired and future dental illness claims would have been covered under your dental illness sublimit. We are sad to see you go, but understand you must do what you feel is best for you and your pet! I see you have been corresponding with the adjuster regarding your claim, but if you have any additional questions, please feel free to reach out and we're happy to help.
Reviewed June 14, 2024
I submitted requested information for claims review but kept receiving emails that the vet was not giving all the required information. Twice I called you only to find that there is some automatic trigger to send the emails if not solved in a certain period of time. Not a good idea as I contacted the vet asking them to submit required information and you had it all along.
Hello Wanda,
Thank you for taking the time to provide that feedback! 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, and we 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. If you have any additional questions or concerns, please feel free to give us a call at 800-511-9172 and we're happy to help!
Reviewed June 14, 2024
I could not be more impressed with the streamlined ease of submitting claims to and receiving updates from Embrace. The app is extremely intuitive, simple to navigate, and surprisingly enjoyable to use. Seeing my dog get attacked while on a walk was a really scary, unnerving, and painful experience, and I am very grateful for how uncomplicated Embrace made navigating the process.
Hello Bonnie,
Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly!
Reviewed June 13, 2024
The coverage for our pets has been very good, with a wide choice of options to fit each one’s needs. I appreciate the good customer support by “Embracers.” They are very professional, friendly and caring. I am currently processing my first claim. Easy to submit with the app or website. Highly recommend!
Hello Jaclynn,
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!
Reviewed June 13, 2024
We were a military coming from foreign country. My husband enrolled my dog to Embrace with my request. Somehow they haven't mentioned any paperwork request, 2 years later within my first claim, they requested vet paperwork from the 2 countries we have been in during covid. I feel like we have been scammed paying our bill for the last 2 years and not being emailed for the paperwork during this time. It has been more than a year my claim is still open because they want paperwork from Turkey and Germany. It is hard to contact there after 3 years, also not sure how much records they save as he was so young, We have his shot records but that is not enough for embrace. I have a vet and paperwork from here but, they have an excuse for not to do any of my claims. They must have been scamming people this way!
Hello Meltem Francisco,
I apologize for any disappointment you experienced with your policy! Per the terms and conditions of the policy, we require one physical exam with detailed medical findings either within the 12 months prior to starting the policy or within the first 14 days of the start date. 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.
In order for us to process any accident or illness claims, we need to first 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 does not mean we need a full 12 months of records (for example, if the pet was recently born or a newer addition to your family), that is just 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 are unable to contact vet clinics in other countries, so you are responsible for sending medical records while overseas. We can receive emails from clinics in other countries though and we will provide translation services if records or claim information are in a foreign language. We will also convert foreign currencies for you.
However, the clinic we are currently waiting on for your pet is located within the US. I see you recently spoke with one of our claims representatives regarding this, but if you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to help!
Reviewed June 12, 2024
I submitted a bunch of bills last week for Vet services for my dog that I had over the past couple of months. The process to put in a claim was quick and super easy, uploaded everything. In less than a week, the claims were processed and I already received payment! No headache, great response time.
Hello Kathi,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with your claims!
Reviewed June 11, 2024
We insured two pets, after over a year and a half of monthly payments we had a claim on our Corgi. Embrace denied the claim calling the limping condition a congenital one. The medication cleared it up and the dog is not limped since. We then canceled the coverage on that dog. No two years later, we had a claim for fox tail removal. The vet did not have an invoice with every detail and so the claim was spit back two times before we got clarification about what was needed. No note or attempt to reach us was made by Embrace. Only emails to which we were not supposed to reply and their 800 number is a lengthy wait.
Hello Greg,
I'm sorry for any disappointment you experienced with your claims! 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.
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, et.c). 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 email 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.
I see you already spoke with a representative and your claim has finished processing, but if you have any additional questions, please feel free to reach out and we're happy to help! 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. 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).
Reviewed June 11, 2024
I love how easy Embrace makes the insurance claim process. Takes a couple of minutes from start to finish, only ever have to upload the receipt with everything done at the vet, super quick response, and if you have direct deposit set up, start to finish you’ll get whatever money back in about 3 business. Our pet had a couple of unexpected illnesses pop up so it was nice to know that Embrace covered and we weren’t out $1,000. Would highly recommend, for the peace of mind for pet care and for your wallet.
Hello Nigel,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with your claims and we sincerely appreciate your recommendation!
Reviewed June 11, 2024
They did not want to cover my claim. My dog was running and fell in a little ditch, tore her ACL and they will not consider it an accident. They will consider it a pre-existing condition which she never had. It was an accident and they refused to pay the claim. I’m not very happy with this company, do your research before You choose pet insurance for your dog or cat.
Hello Annette,
I'm sorry for any disappointment you experienced with your claims! Per the terms and conditions of the policy, we are unable to cover pre-existing conditions, which is defined as anything that was symptomatic or diagnosed prior to starting the policy and through the initial waiting periods. There is a 6-month orthopedic waiting period and orthopedic accidents are subject to the orthopedic waiting period. However, I do see you spoke with a representative in regard to the diagnosis being incorrect. Once your dog's Medical History Review is complete, you will receive a separate email with the results and if you have any additional questions or concerns at that time, please give us a call at 800-511-9172 and the adjuster will be happy to assist you further!
Reviewed June 10, 2024
I've called in a handful of time and never have problems or denied service. The staff that operate the phones are top notch in my book. My experience with Embrace gives me peace of mind that my dog will get the best medical help in a time of emergency should one come about.
Hello Robert,
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!
Reviewed June 10, 2024
Horrible company and greedy. I recommend healthy paws insurance for your dog. I started my policy with Embrace for around $315 and it just went up to $1200 for a healthy dog. My second dog is the same breed and same age and even more health problems; her policy has been the same premium for over six years.
Hello Andrea,
We understand your concern in regard to the premium increase and I'm sorry for any disappointment you experienced! 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 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.
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.
Reviewed June 10, 2024
We've had excellent coverage with Embrace Pet Insurance. Claims are reviewed in a timely manner and after review we've received our payout quickly. Their customer service people are knowledgeable and easy to deal with. Over the years we've had other pet insurance but Embrace has been the best and cost effective monthly.
Hello Sara,
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!
Reviewed June 10, 2024
Claim reimbursement was not paid the amount. Only part of it. Not happy for the amount that I got paid. When I insured my cat it was approved for the past record that I submitted. Why was not paid for the amount that I claimed. My cat was not sick when I insured him. I do not understand that coverage he had. Why the claim was not get pain as I submitted.
Hello Delia,
I'm sorry for any disappointment you experienced with your policy! All of your claims on file were covered, but in order for reimbursement to kick in for covered claims, your annual deductible must first be met. You can view a detailed Explanation of Benefits for each claim and any messages from the adjuster who worked on it by logging into your MyEmbrace account and selecting the claim information. You can view further instructions here: http://help.embracepetinsurance.com/en/articles/4740402-understanding-your-explanation-of-benefits and you can also view more information about how deductibles work here: https://www.embracepetinsurance.com/research/pet-insurance-deductible-guide. If you have any additional questions, please give us a call at 800-511-9172 and we're happy to help!
Reviewed June 9, 2024
Embrace has been a literal life saver for my dogs. I had to take one of my dogs to the emergency vet and was faced with a very large bill. Submitted my claim to embrace which was paid promptly minus my deductible and co-payment. I was a little surprised at my premium increase this year but after calling their customer service I was able to make a small adjustment that significantly reduced the annual premium without sacrificing coverage.
Hello Amanda,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with your claims and our Customer Care service!
Reviewed June 9, 2024
Associates are always friendly and more than willing to help answer questions or any other way possible. What I don't like is the duplicate paperwork that is sometimes involved but overall, I would definitely give Embrace a 5 star rating. This is my first year with them and so far, no problems.
Hello Monika,
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! 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 itemized invoice, or a clear diagnosis or reason for the visit). If you ever have any questions about your claim documentation, please feel free to reach out and we're happy to help!
Reviewed June 9, 2024
We made our first claim for our golden doodle, Larry. Unfortunately, he ate a piece of metal and needed emergency surgery. Embrace covered exactly what they said they would. The staff that I spoke to on the phone was receptive and helpful. Recommended!
Hello Gregory,
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 hope your dog is making a quick recovery!
Reviewed June 9, 2024
Embrace was great for the first year. The claims process took awhile but was thorough and fair. However we just got our annual renewal and our rates DOUBLED. We went from $121 a month for two dogs to $242 a month for two dogs. I expected an increase because the dogs are another year older but to exactly double a premium in one year is insane. Our dogs will be 5 this year and when we called the helpful call center guy said it wasn’t their age or our claims but inflation was the reason for the big jump in premium. He offered to look into changing our coverage to something lower to make it more affordable. But if premiums are going to double every year it isn’t a sustainable option. We are cancelling our insurance. Wish we had gone with a different company.
Hello Jamie,
We understand your concern in regard to the premium increase and I'm sorry for any disappointment you experienced! 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 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.
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.
Reviewed June 9, 2024
I am very pleased with the rates and security of embrace pet insurance. So far the customer service has been excellent! I have 3 Shepherd mixes and a small Pom/chi as well as a new rescue kitty all insured. I was not able to find a better price for the coverage I’m getting.
Hello Sarah,
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 your policy!
Reviewed June 8, 2024
We have USAA and decided that we wanted to combine our pet insurance with our auto insurance so we could get a multi policy discount. The website for Embrace was incredibly easy to navigate. Very user-friendly. I loved that it actually showed me real time totals as I added different coverages. We called to start our policy. Customer service was exceptional. They made it incredibly easy for us to get our policy going. They also were able to make some adjustments to save us additional money in addition to asking us questions that helped us to decide what level of coverages we needed. I can’t believe that now our pet insurance for two dogs is the price of our old pet insurance for one dog. We are planning on switching our homeowners insurance over to USAA next. I trust USAA, and after this experience with Embrace, I trust them even more.
Hello Robert,
We're glad to hear you had a positive experience with our Customer Care team and we appreciate you taking the time to leave that feedback! We're happy to have you and your dogs as part of the Embrace family!
Reviewed June 8, 2024
I used another company before getting Embrace & I can tell you without a doubt, Embrace's customer service puts them to shame. I've been very impressed with Embrace; can't say enough good things about them. Their policy options are extensive & you can basically create a plan that's perfect for you & your furry best friend. Their submission process is SO easy, their communication is wonderful & reimbursement for covered expenses is very quick. If you're on the fence about choosing a company, you can't go wrong with Embrace!
Here's an example of how awesome they are. The vet I was using just prior to getting my Embrace policy was seized & I was unable to get ANY of my dogs records. I sent them everything I had, but they needed more information that only my vet had. It took a few months of searching on both our parts, but it was futile. Meanwhile I had taken my dog to my new vet for a routine checkup. Embrace, like every other pet insurance company, requires a wellness exam within a certain time period from the start of a policy. Unable to obtain prior records, Embrace moved the start date of my policy for the wellness portion to fit the time frame of this most recent checkup & they refunded me every penny I had paid to date. They, in great detail, informed me of this decision, but I had no idea they were going to issue me a refund, that was a wonderful surprise.
Hello Barbara,
Thank you for sharing that feedback! We're glad to hear you had a positive experience with our Customer Care team and that the issue was resolved to your satisfaction!
Reviewed June 7, 2024
Embrace was recommended by another family member. Their policy guidelines are very clear and easy to understand; no surprises. They state what is covered, and what is not due to pre-existing conditions. I have been happy so far. They are polite, and kind, in their personal communication with you. They truly care about their customers and their pets.
Hello Valerie,
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!
Reviewed June 7, 2024
Embrace pet insurance is a complete scam if your pet has vomiting or diarrhea prior to the illness waiting period of 14 days. They broadly use the very common "clinical sign" of vomiting and diarrhea to exclude ANY condition/diagnosis associated nausea or diarrhea should it occur "again" within 12 months. Diarrhea and vomiting is NOT a condition but a symptom or "clinical sign" of a condition. The known diagnosis or "condition" is the "pre-existing condition". To make a clinical sign of diarrhea or vomiting a PERMANENT pre-existing condition if diarrhea/vomiting or ANY diagnosis that could cause diarrhea/vomiting occurs again from a DIFFERENT diagnosis is fraudulent. This makes no clinical sense and is NOT in line with their own policy wording.
We are sorry to hear you were disappointed with your policy, Ngan. We want 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: PART I – DEFINITIONS 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 – EXCLUSIONS Pre-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 – DEFINITIONS 34. Temporary Condition means an abnormal Clinical Sign or diagnosis, which is likely to resolve. A Temporary Condition may become a Chronic Condition. If you pet were to have abnormal clinical signs or symptoms that were pre-existing, and they are later diagnosed with a chronic condition with the same clinical signs or symptoms, the temporary condition would then become permanent. We see you are in contact with one of our team members to discuss your concerns, and we appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.
Reviewed June 7, 2024
My daughter & I both have policies with Embrace. If something happens to your dog, your vet bills are reimbursed right away. When you need to speak to a representative they help you with extreme competence. You won’t be disappointed. Jan T
Hello Jan,
Thank you for taking the time to share that feedback! We’re happy to hear you and your daughter have both had a positive experience with our Customer Care team and claims service!
Reviewed June 7, 2024
A lot of people rescue older pets and this could make a very big impact on people not adopting them. Older pets really need the rescue of being adopted. This will stop people from adopting the older animals that really NEED the rescue. I have been contemplating the rescue of an older cat because my previous cat passed away recently.
Hello Linda,
I'm so sorry for your loss! We appreciate you looking toward Embrace for your pet’s health insurance needs; however, a difficult decision was made to adjust underwriting guidelines for the state of California due to current constraints within the state. At this time, we are unable to issue policies for pets 5 years of age or older in the state of California. I see you already spoke with a representative, but if you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to help!
Reviewed June 6, 2024
I have been with Embrace for a number of years in insuring my cat. I have had to submit multiple claims as as my cat has developed serious medical conditions over the course of her life. The staff are wonderful to work with; they are professional, kind, follow up with concerns and are empathetic. The claims process is quick and easy and the turnaround is timely.
Hello Judith,
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!
Reviewed June 6, 2024
Customer Service was professional and helpful. They were able to verify what information they had on file for our new pup. And explained clearly what steps I needed to take next to submit records for our new puppy.
Hello Kjohl,
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!
Reviewed June 6, 2024
Let's keep it simple, worst insurance I have ever experienced. Avoid like a house on fire. Everything is an exception. Avoid them please, one of my greatest regrets. They are horrible to work with and were incredibly slow to help if at all.
Hello Eric, we are sorry to hear you had a negative experience. We see a team member has reached out to set up a good time to follow up with your concerns. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.
Reviewed June 6, 2024
Embrace insurance hands-down has the best customer service! Their website is super easy to use and takes no time at all to submit a claim. Once submitted, claims are processed VERY quickly and money is sent to my account without my having to do anything further. If they need additional information - they email the vet and always send me a copy - their follow-up is beyond comparison. Embrace insurance offers me peace of mind in taking care of my little baby - at a reasonable price and customer service that is unmatched by any other company.
Hello Betty,
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!
Reviewed June 5, 2024
My dog named Luna was insured through Embrace. She came down with an aggressive cancer that required surgery. Everything was supposed to be covered and I felt a little more at ease knowing it would be. Luna lost her life fighting this cancer. After months of back and forth with Embrace of them telling me they needed more documents from Lunas previous vet and me providing absolutely everything she was ever in the vet for, even down to providing Embrace with the all the vet's phone numbers, addresses, and emails addresses they still insisted they didn't have enough info. It has been a year and they have not lived up to their end. This is a scam company and should be shut down. They will continue to give you hurdles to jump through until you give up so they don't have to pay out.
Hello Joshua,
I am so very sorry for your loss and for any frustration you've experienced with the claims process! In order for us to process any claims related to an accident or illness, we are required to confirm we have the pet's full pre-policy medical history. Based on the notes on Luna's account, we were waiting on one clinic to send the required medical records. If you would like to go over this further, please give us a call at 800-511-9172 and we're happy to assist you!
Reviewed June 5, 2024
So far since 2017 my dog has had insurance and I haven’t needed up till now. They have been wonderful through this process. The first claim has processed in a timely fashion. They followed up with my dogs vet to get the documents they needed. I still have 2 other claims pending but so far I would highly recommend Embrace.
Hello Jessica,
Thank you for sharing that feedback, we sincerely appreciate your recommendation! If you have any questions regarding your pending claims, please feel free to reach out and we're happy to help!
Reviewed June 5, 2024
This is by far THE WORST customer service insurance I I have to deal with. I have been waiting for a claim to be paid over 3 months. I have been getting the run around with emails, phone calls etc asking for the same thing over and over again. The day they sold me this insurance I was promise the world, now I see what a big mistake I made.
Hello Ruben,
I'm sorry for any disappointment you experienced with your policy! In order for us to process any accident or illness related claims, we need to first 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. Although we try to process claims as quickly as possible, they can be delayed if we are waiting on a clinic to send the required records. However, once the Medical History Review is complete, our standard processing time for claims is 10-15 business days and it should be a much smoother process moving forward! I see you have recently been corresponding via email with one of our claim representatives and they will follow up with your most recent email shortly. If you have any additional questions or concerns, please feel free to give us a call at 800-511-9172 and we're happy to help!
Reviewed June 5, 2024
While the customer service by employees is amazing, the policies are terrible. My family had to cancel after only one year because when renewal came, Embrace raised our annual amount by 60%. Originally we paid roughly $2,100 for two pets full coverage. The renewal price was roughly $3,500 for two pets full coverage. When I called to see if this was a mistake, I was told it wasn't and that they couldn't guarantee that a similar increase would not occur the following year. I told them I was shocked and would need to cancel.
The customer service representative was beyond nice and helpful but could not lower nor explain how a 60% increase was reasonable. She did inform me that Embrace uses the following factors to determine renewal increase: (1) location of the pets; (2) previous uses of the policy in the past year; (3) age of the pet. My pets only went up in age by one year, so that factor could not be a huge reason for the 60% increase and they have been located in the same state. So that means the 60% increase was based mainly on the use of our policy during the first year. Overall, I would not recommend this company to any pet owner because if you use the policy, you likely will not be able to afford the policy the next year.
Hello Katie,
We certainly understand your concern in regard to your 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 pets! If you have any additional questions or concerns, please feel free to give us a call at 800-511-9172 and we're happy to help.
Reviewed June 4, 2024
The person I spoke with, Roger, identified himself as a licensed agent and was able to answer some basic questions such as “what are the denial rates” and “statistically what are the top reasons of denial”. Competitors, such as AKCPI would not entertain questions and claimed “no data available” for others. Price was slightly higher, but I felt the value of the employees and the Amp were worth the small difference. Terms package and instructions to complete some intro paperwork could have better guidance to complete, so I’d knock down to 4.7 stars for price and intro after signing. But got great follow up from Roger to assist.
Hello Michael,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with Roger's service!
Reviewed June 4, 2024
Incredible customer service and 100% knowledge of the insurance they offer. We have never had insurance for our dogs and this coverage that is offered was exactly what we were looking for. We called and Riley in Customer Service helped to explain and break down what is offered for each pet, the pricing and what it covered. After speaking with her there was NO doubt this was the best company to handle what we needed for our 2 dogs.
Hello Rene,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with Riley's service!
Reviewed June 3, 2024
They do not oblige by their contract. They have denied all my claims and simply pluck any pre existing symptom your dog had which is coming with all diseases and even different foods such as "vomiting" from kennel cough and associate it with "cancer" and deny all claims. They have made me lose thousands and thousands of dollars. There are even attorneys who specialize in this fraudulent company deliberately denying consumers claims based on their fraud. Their rewording of even symptoms let alone diseases. My dog has nothing as a pre existing condition. So they went ahead and fraudulently associated a symptom of vomiting!!! Beware consumers this is a fraudulent company and they are scammers.
Hello Ally,
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: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.
Unfortunately, we were unable to locate a policy under your name or email address, but if you would like to go over your questions/concerns further, please give us a call at 800-511-9172 and we're happy to help!
Reviewed June 3, 2024
At first it seems like a good company. However when I tried to add a third pet to my Policy, they charged me for one month before they could review the medical records which makes no sense and then afterwards said that vomiting which was a minor stomach upset was now considered a pre-existing condition and had an 18 month waiting period for that symptom or perhaps permanently on my dog's policy. They would never cover anything that included vomiting. Almost every illness in dogs includes vomiting at one point or another. Seems to be like they're trying to find their way out of paying claims. I have moved that dog back to AKC Insurance which does not have pre-existing medical and they have no long waiting periods to review medical records.
Hello Diana,
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: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.
I see you already spoke with a representative in regard to your pet's Medical History Review results, but if you have any additional questions, please give us a call at 800-511-9172 and we're happy to help.
Reviewed June 3, 2024
I purchased insurance through Embrace because of a friend's great experience with her very ill dog. She kept reiterating what great peace of mind she had during a particularly trying time with her dog. My dog is young, but SO active and goofy. While we take every precaution to keep her safe, we realize that even bubble wrap can't prevent accidental play injuries. Things are so much more expensive now than when our last dog was a pup; the investment with Embrace is just what we all need. Pictured is our "patient." LOL
Hello Jenny,
We’re happy to hear you and your friend have had positive experiences with your policies! Thank you for taking the time to share that feedback!
Reviewed June 3, 2024
Embrace is more than an insurance company. When I first purchased the policy, everyone I talked to on the phone was professional and answered all my questions. When my three year old Lab suddenly died from poisonous mushrooms the compassionate part of the company kicked in. Every person I had contact with was compassionate and caring. After the payment arrived in a timely manner, I received a personal handwritten card from one of their employees expressing their condolences. You can plant the card in your garden and wild flowers will grow. When I get my next dog I will use Embrace again. Great company.
Hello Tom,
I'm so very sorry for your loss! We understand this is a very tough time for you and your family because our fur babies hold such an important place in our hearts. 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 leave that feedback. Sending well wishes to you!
Reviewed June 1, 2024
Lack of communication form Embrace led to taking two months to receive our reimbursement. We were never told to submit all information from our pet's pervious caregivers. After weeks of waiting we were finally told what was required. Then after more time we were told other things required. Eventually we were told you had what you needed, but it would take 30 days to receive reimbursement. Very dissatisfied but we eventually received our reimbursement. Would not recommend you.
Hello Samuel,
I'm sorry for any frustration you experienced with the claims process! In order for us to process any claims related to an accident or illness condition, we are required to confirm we have the full pre-policy medical history on file. When you first purchase a policy, we will send a request out the clinic(s) on file for your pet at the end of the 14-day illness waiting period for the records we need, but unless a Medical History Review is requested by the pet parent, we do not review the records until the time of the first claim submission. We do strive to be as upfront about the claims process as possible, with it being noted in several onboarding emails.
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). If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we provide status updates via your MyEmbrace portal and via email, and we copy you on the medical record requests for your reference so that you are kept in the loop.
Once we have all the required documentation, our standard processing time for claims is 10-15 business days. 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 but if you have any additional questions or concerns, please feel free to give us a call at 800-511-9172 and we're happy to help!
Reviewed May 31, 2024
I’ve Carried insurance on a few of my cats thru Embrace. Too often claims were denied. This last one for Cara?? You said she has asthma? I was never told that, nor was she treated for it! She had an upper respiratory infection which is very treatable! I’ve sent a message twice disputing your decision with her last claim; and have yet to receive a response. I’ll never recommend this insurance company.
Hello Kris,
I'm so sorry for your loss and for any disappointment you've experienced with your claims! The adjuster responded to you via email on 5/29/24 and on 6/3/24 to go over your questions and concerns further. If there is anything else we can assist you with, please feel free to reply to her email or give us a call at 800-511-9172 and we're happy to help.
Reviewed May 31, 2024
Our experience with Embrace has been 5 stars! The Embrace app is easy to navigate. The claim submission process is very easy and the team is very efficient and quick in their responses. All of our claims have been quickly approved and refunds issued in a timely manner. We are extremely happy with our insurance choice. I highly recommend Embrace.
Hello Juliana,
Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly and we appreciate your recommendation!
Reviewed May 30, 2024
I filed my first claim after having insurance for years after my dog accidentally ate some raw chicken and got sick. The process was quick and easy and the website kept me updated on the status. The refund was issued quickly and deposited into my back. I've recommended Embrace to other pet owners and will use the company for future pets.
Hello Samantha,
Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with your claim and we sincerely appreciate your recommendation!
Reviewed May 30, 2024
I will be canceling my pet insurance. We pay almost $70/month for our dog. And the one time he has an illness we paid almost $500 and we got reimbursed only $193. When reimbursement is supposed to be 90%. Very dissatisfied with customer service too, took a really long time to get an answer for our claim. The website also needs more improvement when submitting.
Hello Gisselle,
I'm sorry for any disappointment you experienced with your claim! In order for reimbursement to kick in for covered claims, your annual deductible must first be met. You can view a detailed Explanation of Benefits for each claim and any messages from the adjuster who worked on it by logging into your MyEmbrace account and selecting the claim information. You can view further instructions here: http://help.embracepetinsurance.com/en/articles/4740402-understanding-your-explanation-of-benefits and you can also view more information about how deductibles work here: https://www.embracepetinsurance.com/research/pet-insurance-deductible-guide.
The first claim 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. Now that the Medical History Review is complete, our standard processing time for claims is 10-15 business days. If you have any additional questions or concerns, please give us a call at 800-511-9172 and we're happy to help!
Reviewed May 29, 2024
As a Veteran, USAA has this pet insurance. Just another great service from the good people at USAA. Very friendly and so easy to work with. No pressure sales at all. One of our dogs passed on Memorial Day and as hard as that was, I was able to easily cancel the coverage and even received a refund of some of the Premium.
Hello Raymond,
First and foremost, I am so very sorry for your loss! I'm sure that this has been a very tough time for you and your family, our fur babies hold such an important place in our hearts and saying goodbye is never easy. We are glad to hear though that you had a positive experience with your policy and our service and we sincerely appreciate you taking the time to share that feedback. Sending well wishes to you during this difficult time!
Reviewed May 29, 2024
If I could give Embrace zero stars I would. Embrace is one of the worst Pet Insurance Companies ever. They will do anything to get your money. They pretend to be so help and will do and say anything to get you to purchase their policy. But as soon as you need to use them, it seems to be a problem. The only reason, why I even considered Embrace was due them and USAA Military Insurance partnerships. One of my biggest mistakes ever. I have a policy with Embrace for my two Maltipoos. One morning one of my maltipoos couldn't breathe or walk. I took her the the ER, and they said she started developing IVDD in her spine over $2,000 later. I submitted the claims to Embrace and now they refuse to reimburse for the claim. Stating they needed her meaning my maltipoo Bella health exam to make sure my pet didn't have any pre-existing problems.
First of all, when I purchased the policy, Embrace requested medical records for both of my Maltipoos for the past previous 12 months before purchasing their policy. I gave Embrace their medical records within two weeks as requested. They both had exams with no pre-existing issues or problems, and both pets only needed dental cleanings. I then paid over $1,600 for their dental cleaning as their veterinarian stated was their only issue at the time. They had no health issues prior to purchasing Embrace Pet Insurance policy. Embrace told me they had everything they needed and my was active.
The very first time ever having to use Embrace they refuse to pay the claims, saying the exam only shows they had an exams, and their teeth cleaned with a few baby teeth extracted. That's because that was their only issue. So now they are saying the policy for any illness will take affect after my pet ER visit for IVDD and this will be considered pre-existing after the fact. Embrace are the biggest scammers.
I Love My dogs and I will do whatever it takes to keep them healthy, including paying for any health issues and taking care of their teeth as well, regardless of cost if need be. Who do you know that will pay for a health exams for their pets, and then pay $1,600 for their pets' teeth to be cleaned, and not address any of their health issues if their veterinarian said they had any issues at the time. Please make sense of this, it doesn't make any sense whatsoever. My pets have never had any pre-existing health problems period, and Embrace knows this as well. If they did Embrace would have made it very clear from day one if they had a pre-existing issues, and those condition would not be covered period. That didn't happen when I submitted Embrace their medical records.
I'm a retired Federal Government employee who worked in the Managed Care Dept at the hospital for over seven years overseeing active duty, and Tricare For Life Insurance policy health benefits, before transferring to writing Government Contracts for the Army. I myself now own a Dog Boutique, and I promise my dogs are extremely well taken care of. As a matter of fact my Maltipoos are cleaner, healthier, has more clothes and possibly more frequent flyers miles than any of Embrace employees combined. I can get any number of witnesses as proof. I am so pissed with Embrace it's an understatement. Now I have to get my lawyer involved. Yes, I'm willing to pay more money out of my pockets, because it's the principle of the matter. I'm the type of person who will do whatever it takes for justice. I truly believe in right is right and wrong is very wrong.
Listen here people. I'm here to save you money, heartache, and pain. Do your research and run as fast as you can. Check the BBB, there's complaint after complaint. Check not just Embrace Insurance reviews which are bogus, but all reviews. Including Google, Duck Duck Go, etc., and also every social media platforms available, please do your research. Let's make it impossible for Embrace to not be able to scam anyone or do business again. My next step will be placing an ad in the Military Times News, and USAA to warn everyone of Embrace Pet Insurance and their scam.
We are sorry to hear you were disappointed with your policy, Latonya. As our terms and conditions state, we will attempt to collect your Pet(s) medical history from all Veterinary Providers you inform us of at the start of your policy; however, we will not review the medical history until your Pet’s first Illness Claim is submitted, or you request a Medical History Review. This review is offered in one of our onboarding emails, or the request may be made any time after the policy fourteen (14) day Illness Waiting Period is complete. You would receive an email once the review is complete that lists any pre-existing conditions or gives you the all clear on coverage. Since this review was not requested, medical records were reviewed at the time of your first illness claim. In order to meet the exam requirements, we do need to have access to a detailed documented exam that either occurred in the 12 months prior to the policy purchase or within the first 14 days of the policy:
Part II – Conditions8. By purchasing a policy, you give us permission to gather all medical history for your Pet(s) from all your Veterinary Providers as we deem necessary. The medical information must contain detailed Veterinarian examination findings and must be made available to us for review to satisfy the examination requirement in PART II. item 1.
PART II – CONDITIONS 1. Your Pet must have been examined by a Veterinarian in the twelve (12) months prior to the Pet Original Start Date as shown on the Schedule Page(s) or within fourteen (14) days after the Pet Original Start Date. Failure to do so will result in your policy defaulting to an Accident only policy. Meaning you will have no Illness Coverage and your Illness premium will be refunded. You may add Illness Coverage back onto your policy once a qualifying Veterinarian has examined your Pet and detailed records for the exam are available to us. This will result in your Illness Waiting Period end date changing to the date of the first exam. No Illness Coverage is available until a qualifying Veterinarian has examined your Pet, and Preexisting Conditions, if any, may be determined upon the date of the qualifying Veterinarian's examination.
We see you have been in contact with one of our team members to confirm your pet's past medical history and what documents we have access to so that we can move forward with processing your claims in compliance with our Terms and Conditions. While we are sorry to hear it was also discussed you are considering cancelling your policy, another team member has also followed up via email to assist you with processing your request should you decide to do so. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.
Reviewed May 28, 2024
We have had Embrace for over two years for our Maggie, claims are a breeze. We recently rescued a lil furbaby and I added her to the policy with zero issues. I really like that Lucy Loo (new furbaby) coverage has little if any waiting period. I highly recommend this company.
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!
Reviewed May 28, 2024
I have received conflicting information from Embrace all year long on what is needed to process my claims. Literally, this has been going back and forth for eleven months. After providing documents requested, my claims are still placed on hold due to "insufficient information". When I call back, they have more documents that they are "unable to obtain" from our vet. However, when I call my vet for said documents they are efficient and agreeable in getting me what I need. I asked one of their support people if they ever tried calling our vet instead of sending automated emails and she said "only after multiple failed attempts or if the customer asks us to"..... Seems like their end goal is to let all of your claims time-out so you can't get reimbursed. I've cancelled my policy and I'm switching to Trupanion like my vet initially recommended.
Hello Savannah,
I'm sorry for any disappointment you experienced with 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.). 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. 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.
I see you spoke with a representative and our claims team reached out via email on 5/30/24 to let you know the recent medical records we received for your pet are in line for review. 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 send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.
Reviewed May 27, 2024
Terrible experience! I called the company to inquire about the 40% increase in my plan. I was told all plans increase each year but they could not give me sufficient explanation on how they come up with this amount. After putting me on on hold for ten minutes to inquire, the spokesperson informed me that there was no one that I could speak to explain the new quote.
Hello Colton,
I am sorry for any disappointment you experienced with our Customer Care team! Unfortunately, I was unable to locate an account under your name or email address to view additional details, but if you would like to go over your questions/concerns further, please send an email to embracesocial@embracepetinsurance.com with your policy number and we're happy to help!
Reviewed May 25, 2024
When I sent in a bill from the vet for a different issue, Embrace suddenly said my dog had dental disease and would not cover anything until my pet had a dental visit. Even after my vet wrote a personal letter stating the opposite, Embrace would not accept. AND, in two years my insurance went from $590 to $1,300 a year. I finally said enough, and canceled last week.
Hello Becky,
I am sorry for any disappointment you experienced with your policy! In order for us to process any claims related to an accident or illness condition, we are required to confirm we have the full pre-policy medical history on file. When you first purchase a policy, we will send a request out the clinic(s) on file for your pet at the end of the 14-day illness waiting period for the records we need, but unless a Medical History Review is requested by the pet parent, we do not review the records until the time of the first claim submission.
Pre-existing conditions, defined as anything that was diagnosed or symptomatic prior to starting the policy and through the initial waiting/exclusionary periods, are determined directly off of the medical notes provided by your veterinarian. 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 there is anything else we can assist you with, please feel free to reach out and we’re happy to help.
Reviewed May 24, 2024
I looked into other company options and love this one. The best service also is very important in which I rate that a 10 out of 10 it is important that my pet has covered since she is like my little child. The rates were reasonable and although I pray that I don’t need to use this coverage I am glad that I feel confident of having it available for my puppy. It’s only been 11 months and I love her to the moon and back.
Hello Irene,
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 our service!
Reviewed May 24, 2024
Embrace stands heads and shoulders above over 50 other candidates which I had personally reviewed! Our many pets are indeed in the best of hands! I would certainly recommend Embrace to sincere and genuine pet parents anywhere! They are the least expensive, have financially sound wellness plans, and are accepted without question by all of my Veterinarians!
Hello Metropolitan Archbishop R. Sorrentino,
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!
Reviewed May 24, 2024
I love how easy is to call to the customer service and how fast they take my call. Representatives are always so nice and friendly and it’s always nice to see that they have their own furry babies. They are always ready to help you with any questions you have.
Hello Adriana,
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!
Reviewed May 24, 2024
This is my third policy with Embrace and I won't go anywhere else. Excellent customer service, fast payout on claims, easy to navigate system. Very caring and compassionate staff. The app is convenient and user-friendly. I love their paperless billing and direct deposit reimbursements. Online claims are so convenient. So easy to set up. Two paws up for sure!
Hello Marlene,
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!
Reviewed May 24, 2024
Define accident… If your definition doesn’t match with Embrace then prepare to get screwed. Our goldendoodle stepped in a hole while running and broke her fibula. Surgery not covered since we were outside the orthopedic coverage window. Save your money, go with CareCredit instead.
Hello Jonathan,
I apologize for any frustration you experienced with your claim! Certain claim diagnoses, when entered during the waiting or exclusionary periods, will automatically close the claim. We see you recently spoke with one of our representatives and the claim has been re-opened for further review. If you have any additional questions or concerns, please feel free to reach out and we're happy to help!
Reviewed May 24, 2024
Embrace is not allowing any animals to have a new policy with them in California if they are older than 4 years old. I think it’s really screwed up and awful of a company to do this. My friend had just signed up for Embrace and I really liked what she had told me. I called to do the same and because my dog was older than just barely older than 4 we weren’t allowed to sign up with them. I don’t know why companies are discriminating against California like this. It’s not right and it’s not okay. There are much better pet insurance companies to go with than Embrace. Don’t risk your pet’s life, or waste your money using them if they’re going to treat customers and animals like this just because of where they live.
When I asked Customer Service why they are doing this, they said it’s because the cost of insuring animals in California is too high. If Embrace can’t afford to insure animals in California across-the-board then that tells me, as a company, they’re not doing very good, and this is their way of cutting costs that is ultimately affecting the lives of pets and the lives of their owners. Shame on Embrace! Do yourself a favor and protect your fur baby with a company that stands behind their word and will provide coverage no matter what age they are.
Hello, Brianna. We appreciate you looking at Embrace for your pet’s health insurance needs. We truly care about the health of your pet and believe every pet should have insurance. A difficult decision was made to adjust underwriting guidelines for the state of California due to current constraints within the state. At this time, we are unable to issue policies for pets 5 or older in the state of California. We appreciate this feedback and wish nothing but the best for you and your furry companion.
Reviewed May 24, 2024
I have made 2 claims against my policy. The first one was applied to my deductible and the second claim was paid in full, and in a very timely manner. The funds were wired into my account within a week of sending in invoice. I highly recommended Embrace to all.my friends.
Hello Denise,
Thank you for taking the time to leave that feedback! We’re happy to hear you’ve had a positive experience with your claims and we appreciate your recommendation!
Reviewed May 23, 2024
I have had Embrace Pet Insurance since 2019. I have never had to file a claim until a few weeks ago. I filed my claim, uploaded a picture of the receipt, and had the refund in my bank account within 24 hours, no questions asked. The process was so easy, I highly recommend it.
Hello Dawn,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with your claim and we sincerely appreciate your recommendation!
Reviewed May 23, 2024
Do not purchase this insurance! I paid for 6-7 months and never got 1 claim paid for. They are a rip off. My personal insurance company whom I insure my cars through has quit selling Embrace Pet Insurance after my experience. I would give them 0 stars if it were possible.
Hello Terry,
I am sorry for any disappointment you experienced with your claims! 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 regarding your pending claim, please give us a call at 800-511-9172 and we’re happy to help.
Reviewed May 23, 2024
Embrace routinely declines covering pet care expenses to such an extent that they present themselves as an unnecessary expense. From my assessment based on several years of experience with Embrace, it's more fiscally sound to just bank emergency funds, that would otherwise go towards insurance premiums, and pay vet bills directly with that.
Hello Ryan,
I am 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.
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, but if you have any additional questions please feel free to give us a call and we're happy to help!
Reviewed May 22, 2024
Embrace Pet Insurance is a racket and a scam. They will tell you pre-existing conditions might be covered in a year, to get you to buy their insurance. Then a year later they tell you it’s not. They will decide your pet has a pre-existing condition, not tell you about it, and then you will have to find out when you submit your claim and it is denied. They also classified a skin condition as pre-existing, and every other type of skin issue then fell under that label, even when they were different, Alopecia versus a scratch. This allowed them to deny all claims associated with my pet’s skin; no matter what it was. What a joke! Go somewhere else! This has been the biggest waste of my time and money! 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 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
PART IV – EXCLUSIONSi. If your Pet showed Clinical Signs of any Dermatological Condition prior to the end of the Waiting
Period, your Pet must be free of any Dermatological Conditions for twelve (12) consecutive months
before any Dermatological Conditions may be covered again.
PART I – DEFINITIONS
34. Temporary Condition means an abnormal Clinical Sign or diagnosis, which is likely to resolve. A Temporary Condition may become a Chronic Condition.
We do want you to have confidence in your policy, so we do offer a medical history review at the end of the 14 day illness waiting period which will let you know if there are any pre-existing exclusions or give you the all clear on coverage. If you do not opt to have this review done, then medical records are reviewed at the time of your first claim. 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 appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.
Reviewed May 22, 2024
Embrace has really come through for us. My dog has a progressive issue that is causing her to lose function in her hind legs. Embrace has covered all the tests that have been done so far, and will continue to cover what needs to be done. The representatives are very easy to talk to when I have a question, and very empathetic.
Hello Lonna,
Thank you for taking the time to share that feedback! I'm so sorry your dog is going through that, but we’re glad to hear you’ve had a positive experience with our Customer Care team and claims service!
Reviewed May 21, 2024
Embrace Pet Insurance is the best! It has provided me with peace of mind in that I can give my dog all of the care she needs. They pay on claims right away and are fair. I have a great policy and it has paid to have it. I got to choose my deductible and how much coverage. They also cover dental and all medications.
Hello Diane,
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 claims!
Reviewed May 21, 2024
When our dog became ill, we were panicking and Embrace gave us the peace of mind knowing that we had assistance with covering the cost so we could focus on obtaining the care our Bernedoodle needed. Embrace is a staple in our care for our dog and we can’t live without it.
Hello Caleb,
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!
Reviewed May 20, 2024
Embrace found a way to make a company go from a 5-stars referable company (and I have referred many over the years) to a despised "never again/never referred/tell to avoid" company due to the apparent greed of Embrace Corporate [raised my premium 120%, more than double. Ridiculous.] I will be going elsewhere for my Pet Insurance after all these years. Really too bad, really liked Embrace until this happened. Paulie went from 2yo to 3yo and the premium more than doubles? Stinkers goes from 14 to 15 and premium more than double? Ridiculous.
And this lame excuse of "inflation" doesn't hold water, this rate increase is more than 30 times the rate of inflation. We are not all idiotic believe anything we are told fools. This move by Corporate is insulting and I've already found a competitor with the same cost as last year with even higher coverage and same deductible. Big loss on your part.
Hello Nick,
I'm sorry for any disappointment you experienced and we certainly understand your concern in regard to premium increases! Premiums increase over time with all insurance products, and pet insurance is no exception.
Our premiums are set by our data team and based on the overall claims actuarial data. Some of the 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. 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. While your renewal premium was higher than the premium for a new quote, in general when a pet is insured at a younger age, insurance companies expect to be able to cover more of your claims as your pet ages than someone who signed the their pet up later in life because they will most likely have more pre-existing conditions that are ineligible for coverage. Due to that pet tenure, your premium typically ends up being higher than someone who is purchasing a brand new policy for a pet of the same age/breed/sex in the same location.
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. 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 send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.
Reviewed May 20, 2024
I was not satisfied at all with Embrace Pet insurance. I paid my premiums for a year from April to April. I took my dog for a yearly well check up. Embrace wouldn’t cover my office visit claiming it wasn’t a full year. It isn’t easy getting an appointment with a vet. I couldn’t have been more than a few days early and they wouldn’t cover. I canceled my policy and they canceled it but still charged me two months premiums before they refunded my money. I wouldn’t recommend Embrace for anything.
Hello Sheila,
I am sorry for any disappointment you experienced with your policy and we are sad to see you go! Per the terms and conditions of the policy, routine and preventative care is only eligible for reimbursement under the optional add-on Wellness Rewards plan. The Wellness plan offers three annual amounts to choose from to be reimbursed each policy term year for routine care: $250, $450, or $650.
Once that balance has been maxed out and fully reimbursed to you, we are not able to provide reimbursement for any additional Wellness claims until the policy renews and the balance resets. Unfortunately, as the date of service for the claim took place before the policy renewed and your full balance had already been reimbursed, we were unable to provide additional reimbursement.
In regard to your cancellation, the policy was canceled effective 2/27/24 (the same day you called in) but due to a technical error, you were billed for the month of March. I apologize for any inconvenience that caused! However, the initial cancellation credits and the overcharges for March were issued back to the payment method on file on 3/29/24 and copies of the receipts were emailed to you. I see you recently spoke to a representative regarding this, but if you have any additional questions please feel free to reach out and we're happy to help!
Reviewed May 19, 2024
My dog is a Toy Poodle and 13 years old. I have paid for Embrace Pet Insurance his entire life. Now that he is old his premium is currently $279.00 per month. Which I have been paying this past year. I just got his premium notice and starting in June 2024 his premium per month would be going up to $500.44 a month. I’m a senior citizen and cannot afford this premium. Now he has preexisting conditions and can’t get another insurance. Please be careful and research other insurances before choosing Embrace. I have never exceeded the maximum allowance of $10,000 per year. (Not even close.)
Hello Laurie,
We certainly understand your concern in regard to premium increases! Premiums increase over time with all insurance products, and pet insurance is no exception.Our premiums are set by our data team and based on the overall claims actuarial data. Some of the 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. 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. We try to keep up with the actuarial fluctuations as best as we can and adjust premiums accordingly from year to year.
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. You can also view more information about premium increases here: http://help.embracepetinsurance.com/en/articles/4733863-why-did-my-premium-change.
I see you already spoke with a representative, but 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!
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
