Embrace Pet Insurance Reviews

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:

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

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!

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

6. Dermatological Condition means an Illness related to your Pet’s skin and is deemed to include ear infections and skin lumps from skin irritation or infection, such as interdigital cysts from pododermatitis, but not conjunctivitis or parasitic infestations

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.

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!

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!

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!

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.

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!

Hello Laurie,

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!

Hello Mark,

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

Hello Maria,

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

Hello Kaiya and Kayla's Mom,

Thank you for taking the time to leave that feedback and for sharing your kind words! We’re happy to hear you’ve had a positive experience with our Customer Care team and service!

Hello D P,

Thank you for taking the time to leave that feedback, I'm sorry for any concerns 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! Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation. However, now that your dog's 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!

Hello Lisa,

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

Hello Trenace,

Thank you for taking the time to share that feedback! We’re happy to hear the policy was there to help during your time of need and that the claims process went smoothly for you. We also sincerely appreciate your recommendation!

Hello Cori,

Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with Clay and we're happy to have you as part of the Embrace family!

Hello Robert,

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. I see you already spoke with a representative as well, but if there is anything else we can assist with, please give us a call at 800-511-9172 and we're happy to help!

Hello Gayle,

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 your dog is feeling better!

Hello Shana,

Thank you for taking the time to share that feedback, we are happy to hear you've had a positive experience with your claims! We also 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. 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.

Hello Kevin,

First and foremost, I am so very sorry for your loss! I also 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. If there is no exam done during this timeframe, we must extend the illness waiting period to the date of the first sufficient exam. Unfortunately, we are unable to waive this requirement. Please note that if the waiting period is extended, a refund in any unused illness premium may be issued and will be determined by our Compliance Department.

I see you already spoke with a representative in regard to canceling, 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 regarding your pending claim or the refund, please respond back to the adjuster via email and they will be able to assist you further. Alternatively, you can also call our Customer Care Center if you would prefer to speak directly to a representative and they will be happy to help.

Hello Ellen,

Thank you for taking the time to share that feedback, we are happy to hear the claims process went smoothly for you!

Hello Vanessa,

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

Hello Susan,

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

Hello Jason,

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, etc.). If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your MyEmbrace account. You can view more information here: http://help.embracepetinsurance.com/en/articles/4467726-how-long-does-it-take-for-embrace-to-process-claims-and-what-are-the-claim-statuses. Once we receive the required documentation, your claims will move forward for review.

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 claims, please send an email to hello@embracepetinsurance.com or give us a call and we’re happy to help.

Hello T,

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!

We appreciate your loyalty as a veteran and your trust in USAA, but 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 appeals. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Hello Mitchell & Marianne,

Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly!

Hello Abigail,

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. We do strive to be as upfront about the claims process as possible, with it being noted in the onboarding emails, and pre-existing conditions 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.

Hello Holly,

First and foremost, 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 sincerely appreciate you taking the time to share your feedback and please know we are sending well wishes to you during this difficult time.

Hello Sam,

I'm sorry for any frustration you experienced with your claims! Per the terms and conditions of the policy, we are unable to cover pre-existing conditions, which are defined as anything that was symptomatic or diagnosed prior to starting the policy and through the initial waiting/exclusionary periods. Pre-existing conditions are determined directly from the medical notes provided by your veterinarian. Unfortunately, I was unable to locate your account to view further details, but we're happy to go over any additional questions you have. Please feel free to reach out to the adjuster or give us a call at 800-511-9172 and we're happy to help!

Hello Sharon,

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

Hello Tom,

Thank you for taking the time to share that feedback! We’re glad to hear you found the claims submission process user-friendly!

Hello Russel,

Thank you for taking the time to share that feedback! We’re happy to hear Tiffany was able to help and provided a positive experience!

Hello Danielle,

Thank you for taking the time to share that feedback! We’re happy to hear you had a positive experience with our claims service and we're happy to have you and your pup as part of the Embrace family!

Hello Catherine,

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

Hello Sally,

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

Hello Hailee,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service!

Hello Katherine,

Thank you for taking the time to provide that feedback! We're happy to hear John provided a positive experience!

Hello Genny,

We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service over the years and we appreciate you taking the time to leave that feedback!

Hello Mary,

Thank you for sharing that feedback, we're glad to hear the representative was able to resolve the issue and provide a positive experience!

Hello Christina,

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

Hello Jeff,

I'm sorry for any disappointment you experienced with your policy! I see you spoke with a representative in regard to the billing issue and it was resolved, but I apologize for any confusion that may have caused. Unfortunately, we are unable to provide coverage for pre-existing conditions per the terms and conditions of the policy; however, we 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.

Hello Erika,

Thanks for sharing that feedback, we're glad to hear the issue was resolved and that you've had a positive experience with your claims! If you are experiencing any technical errors with the mobile app, we recommend checking to make sure you have the latest updates installed, and sometimes deleting and reinstalling the app will help clear up any errors.

Hello Mohammad,

I'm sorry for any disappointment you've 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. 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. A representative will follow up with you via email shortly to address your questions regarding your claim reimbursements!

Hello Bryan,

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 and we sincerely appreciate your recommendation!

Hello John,

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!

Hello Christine,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service!

Hello Diane,

Thank you for taking the time to share that feedback! Routine or preventative care, such as grooming costs and prescription food (Hill's Science Diet, Purina, Wysong, iVet, or Royal Canin) is eligible for reimbursement under the optional add-on Wellness Rewards plan. Our standard processing time for claims is 10-15 business days provided we have all of the required documentation. If you have any additional questions in regard to your coverage or claims, we can be reached via phone at 800-511-9172 or via email at hello@embracepetinsurance.com and a representative will be happy to assist you further!

Hello Cyndi,

I'm sorry for any disappointment you experienced with your policy and we 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 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.

Hello Carl,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service!

Hello Mimi,

I'm sorry for any disappointment you experienced with your policy! Pet the terms and conditions, routine or preventative care is not eligible for coverage under the accident and illness insurance policy, but it is eligible for reimbursement with our optional add-on Wellness Rewards plan. I see you already spoke to a representative in regard to adding the Wellness plan, but if you have any additional questions, please give us a call at 800-511-9172 and we're happy to help!

Hello Jennifer,

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!

Thank you for sharing your feedback with us, Georgeanne. We apologize for any frustration caused by the lack of communication regarding your claim status and the generic nature of our emails. We understand the importance of clear communication and providing detailed information about the status of claims. Your feedback is valuable to us, and we're continuously working to improve our systems and customer experience. If you have any further concerns or need assistance, please don't hesitate to reach out. We're here to help and ensure a smoother process moving forward.

Thank you for sharing your experience with us, Lynette! We're thrilled to hear that you find our website easy to navigate and that submitting a claim is a smooth process for you. Providing terrific communication and timely resolution of claims is important to us, and we're glad to know that it's appreciated. We're also pleased to hear that you find our insurance premiums reasonable and that the differences in choices are well-described. If you ever have any further questions or need assistance, please don't hesitate to reach out. We're here to help!

Hello Deanna,

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!

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

i. If your Pet has been treated for Undiagnosed vomiting and/or diarrhea prior to the end of your Pet’s Waiting Period, your Pet must be free of conditions with the same Clinical Signs for twelve (12) consecutive months before any conditions with the same Clinical Signs may be covered again.

We see you reached out and spoke with a team member regarding your concerns and the next steps. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Thank you for sharing your feedback, Jason. 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 and we copy you on any email request to keep you in the loop. The review can take up to 30 business days to complete once we have received all the necessary medical history. 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. If you have any 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 will be happy to assist you!

Thank you so much for your positive review, Roger! We're thrilled to hear that you found our online claim process organized and convenient. It's great to know that both you and your wife are satisfied with the overall claim process, and that you received your check promptly. We truly appreciate your recommendation and trust in us. If you ever need assistance in the future, please don't hesitate to reach out.

Hello Danny,

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). 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. If you have any additional questions or concerns, please give us a call at 800-511-9172 and we’re happy to help!

Hello Susan,

Thank you for sharing that feedback! In order for reimbursement to kick in for covered claims, your annual deductible must first be met. You can log in to the MyEmbrace Customer Portal to see messages, claim results, and your Explanation of Benefits. You can also view further instructions here: http://help.embracepetinsurance.com/en/articles/4740402-understanding-your-explanation-of-benefits.

We are sorry to hear you were disappointed with your policy, Larry.

Our terms and conditions do clarify preventative care is excluded under the accident and illness insurance under Part IV- Exclusions: 2. Preventative Care including, but not limited to, wellness exams or tests, preventative Treatment, tests or diagnostic procedures, vaccinations, flea and other parasite prevention, spaying or castration (including preventative sterilization surgery, such as for Treatment for cryptorchidism, chimerism, or chromosomal abnormalities), grooming and de-matting, and dewclaw removal;

We understand preventative care is important too, which is why we also have our optional Wellness Rewards program which reimburses for routine and preventative care so that each pet parent can customize their policy to better fit their needs.

8. 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.

We are sorry to hear you switched, but if you have questions on the result of a claim, you can give us a call at 800-511-9172 and we can assist you further!

Hello Linda,

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!

Hello Andre,

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

Hello Tammy,

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

Hello Jacob,

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!

Thank you so much for sharing your positive experience, Wanda. We're truly sorry to hear about the traumatic experience you and your pup went through, but we're relieved to know that we could provide some financial relief during such a challenging time. It's heartening to hear that our coverage was able to assist you when you needed it the most. Wishing your furry friend a speedy recovery!

Thank you so much for taking the time to share your positive experience, Judy! We're thrilled to hear that our representative was able to assist you promptly and effectively, answering all your questions with a terrific attitude and helpful manner. If you have any more questions or need further assistance in the future, please don't hesitate to reach out. Welcome to the Embrace family!

Thank you so much for sharing your positive experience, Marty! We're thrilled to hear that you were impressed with our quick response and efficient handling of your claim.

Thank you so much for your kind words and for choosing Embrace to insure your family cat, Rosemary. We understand how important it is to have reliable coverage, especially after the unexpected loss of your 3-year-old cat. We're truly sorry for your loss. We're delighted to hear that you found our customer service warm, reassuring, and superb. If you ever have any questions or need assistance, please don't hesitate to reach out. Welcome to the Embrace family, and thank you for letting us be a part of your pet's journey!

Thank you for sharing your feedback, Joe. We know a premium increase is never ideal. Premiums will increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation, which includes the increase in veterinary costs. The tenure on the policy is why a new quote may be lower. It is correct that the longer a pet is insured with us, the more the premium will increase. With each year a pet ages, they are statistically more likely to get sick or hurt, and we have to take that calculated risk into account when pricing premiums. The assumption is that we will cover more for a pet who has been insured longer versus starting a new policy for an older pet; the assumption is there may be more potential pre-existing conditions that may not be covered. With any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens.

We structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to discuss changing your pet's coverage to better fit your budget, please give us a call at 800-511-9172, and we are happy to help!

Thank you so much for sharing your positive experience, Stacey! We're delighted to hear that you found our communication during the claim review process to be excellent and that you received a prompt reimbursement for your cat's expenses. Thank you for choosing Embrace; we appreciate your trust in us!

Hello Louise, we are sorry to hear that. We want to assure you we love paying claims and 92% of our claims qualify for coverage. 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:

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

8. Bilateral Condition is a condition or disease that affects both sides of the body.

a. If your Pet has had Clinical Signs, prior to being insured, of a Bilateral Condition on one side of the body, she/he runs a higher risk of the same condition on the other side of the body and future occurrences of the same condition will not be covered. For example, but not limited to, if a dog has been diagnosed with a cruciate tear in his left leg before the end of the Waiting Period, a subsequent cruciate tear in his right leg shall be considered a Pre-existing 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. We see you have reached out with your concerns and a team member has followed up. We hope your furry companion is feeling better and we appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Hello Andrea,

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 send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.

Thank you so much for taking the time to share your positive experience with us, Mary Anne! We're thrilled to hear that the claim submission process for Coco's veterinary care was easy, efficient, and resulted in a positive outcome for you. If you ever have any questions or need assistance in the future, please don't hesitate to reach out. We're here to help and support you and Coco every step of the way.

Hello Robert,

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

Hello Erin,

I'm sorry for any disappointment you've experienced with your claims! Unfortunately, we are unable to provide coverage for pre-existing conditions, defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting periods. I see you spoke with an adjuster on 4/12/24, but 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 assist you further!

Hello Sylvie,

I am sorry for any frustration you've 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. Pre-existing conditions are determined directly off of the notes from your veterinarian. I see you've already been corresponding with a representative, but if you have any additional questions, please feel free to reach out and we're happy to help.

Hello Kathy,

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

Hello Jordyn,

We're glad to hear you've had a positive experience with our service! We do keep your pet's medical records on file, but new claims can be delayed if we are missing any required documentation to process them (visit notes, 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 appreciate your feedback and we are always looking to improve the claims process!

Hello Whitney,

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 there is anything else we can assist you with, please give us a call at 800-511-9172 and we’re happy to help.

Hello Jamie,

I am sorry for any disappointment you experienced with your claims! The first accident or illness related 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. Once the Medical History Review is complete, our standard processing time for claims is 10-15 business days. I see you've already spoken with a representative and we are sad to see you go, but if you have any additional questions, please feel free to reach out and we're happy to help!

Thank you so much for your wonderful review, Cornelia! We're thrilled to hear that you find Embrace easy to use for sending claims and managing your pet's care. We're also glad to know that you've had positive experiences with our team. We appreciate your trust in us!

Hello Mary,

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!

Hello Shara,

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

Hello Debbie, we appreciate you choosing and recommending us over the years. We know a premium increase is never ideal. Premiums will increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation, which includes the increase in veterinary costs. Our premiums are based on actuarial data of all the policies we have in force. With any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens.

We structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We see you have been in contact with one of our team members regarding your concerns, and we appreciate you sharing this feedback.

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

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

Hello Eric,

I am sorry for any disappointment you experienced with the claims process! The first accident or illness related 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. However, once the Medical History Review is complete, our standard processing time for claims is 10-15 business days! I see you've been corresponding via email with our claims team, but if you have any additional questions, please feel free to reach out and we're happy to help!

Hello Deborah,

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 send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.

Hello Brooke,

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

Hello, Pamela. We know a premium increase is never ideal. Premiums will increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation, which includes the increase in veterinary costs. Our premiums are based on actuarial data of all the policies we have in force. With any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. We always send an email out about a month or so before the renewal date to notify you of the upcoming renewal and it has the renewal quote attached including a hyperlink to learn more about the reasons behind the increase.

We do have a wide variety of coverages and structure our policies to allow each pet parent to change coverage parameters to adjust the premium to better fit their budget based on what they feel is best for their individual pet and situation.

We do try to make our claims submission process easy. If you submit via your MyEmbrace portal it requires selecting the veterinary hospital, uploading a complete itemized invoice, adding a reason for the visit, selecting the pet, and your claim is submitted!

We are sorry to hear you are terminating your coverage with us. We see you have been in contact with one of our team members regarding your concerns, and we appreciate you sharing this feedback.

Hello Anthony,

I am 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. 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 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 give us a call at 800-511-9172 and we’re happy to help.

Hello Connie,

Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service!

Hello Lisa,

I am sorry for any frustration you experienced with your claims! Per the terms and conditions of the policy, we are unable to cover pre-existing conditions, defined as anything that was symptomatic or diagnosed prior to starting the policy and through the initial waiting periods. I see you already spoke with a representative in regard to your claims and cancellation. 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 send an email to askclaims@embracepetinsurance.com or give us a call at 800-511-9172 and one of our representatives will be happy to assist you.

Hello Jeff,

Thank you for providing that feedback. 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!

Hello Susan,

I'm sorry for any disappointment you've experienced with your policy! Per the terms and conditions of the policy, routine or preventative care, such as vaccinations or a spay/neuter surgery, is not eligible for coverage under the insurance policy, but it is eligible for reimbursement under the optional add-on Wellness Rewards plan. Our Wellness Rewards program is not insurance, but rather is more like a health savings account or budgeting tool that will reimburse you 100% upfront up to the annual amount of your choosing for the routine or preventative care your pet needs. You can also read more about Wellness here: https://www.embracepetinsurance.com/coverage/wellness-rewards. If you have any additional questions regarding your claims, we can be reached via email at askclaims@embracepetinsurance.com or via phone at 800-511-9172 and a representative will be happy to assist you!

We are sorry to hear you are disappointed in your policy, Valerie. We hope your furry friend is feeling better. We want 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 initial waiting periods, it would not be eligible for coverage. This does include the orthopedic waiting period. You can find additional information about it in the following link: http://help.embracepetinsurance.com/en/articles/4742936-what-is-the-waiting-period-for-orthopedic-conditions. 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. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions. If you have any additional questions or concerns, we can be reached at 800-511-9172, and we're happy to help.

Thank you for sharing your positive experience, Alicia! We hope Draco is feeling better! We're so glad to hear we could be of assistance and help provide peace of mind for your pets' well-being.

Thank you for providing that positive feedback! We are happy to hear you are satisfied with your policy coverage and our Customer Care team! We appreciate you choosing Embrace for your furry companions!

Hello Diane,

Thank you for taking the time to share that feedback, we are so happy to hear the policy was there to help during Micah's time of need and that the claims process went smoothly for you! If you are interested in being featured in our member testimonial campaign, please send an email to embracesocial@embracepetinsurance.com for more information.

Hello Jonathan,

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 pup is feeling better and making a quick recovery!

Hello Philip,

I am sorry for any disappointment you've 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. I see you recently spoke with a representative in regard to this matter, but if you have any additional questions, please send an email to askclaims@embracepetinsurance.com or give us a call at 800-511-9172 and a representative will be happy to assist you!

Hello Ralph, we are sorry to hear that. We know a premium increase is not ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and veterinary costs in the zip code where the pet resides. Our premiums are based on actuarial data, and approved by each state’s Department of Insurance. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens.

We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to discuss changing your pet's coverage to better fit your budget, please give us a call at 800-511-9172 and we are happy to help.

Hello Calem,

I'm sorry for any frustration you experienced with your claims! Per the terms and conditions of the policy, we are unable to cover pre-existing conditions, which are defined as anything that was symptomatic or diagnosed prior to starting the policy and through the initial waiting periods. Pre-existing conditions are determined directly from the medical notes provided by your veterinarian, and if we are missing any information needed to process a claim, our standard procedure is to reach out directly to the clinic on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. If you feel there was an incorrect assessment, you do have the option to appeal. I see you already spoke with our claims team in regard to this, but 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!

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. We see you already spoke with one of our team members regarding the outcome of your claim. We are sorry to hear you have cancelled your policy, and we appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Thank you for sharing your positive experience with us, Charlotte! We're glad to hear that our representative was able to assist you in understanding the policy and ensuring that it met yours and Sassymae's needs.

We are deeply sorry for the loss of your beloved Coco. Thank you for your kind words and recommendation, Angel. We are grateful for the opportunity to have been there for you during this difficult period.

We're sorry to hear about your experience, and we appreciate your feedback, Kathy. We know a premium increase is not ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Increases are not based on the pets health status or claims submitted. Some of the factors that impact premiums each year include the age of a pet, breed, tenure, and veterinary costs in the zip code where the pet resides. Our premiums are based on actuarial data, and approved by each state’s Department of Insurance. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens.

With each year a pet ages, they are statistically more likely to get sick or hurt, and we have to take that calculated risk into account when pricing premiums.

We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We are sorry to hear you canceled your policy, but 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 help!

Thank you for sharing your positive experience, Abigail! We understand how stressful it can be dealing with your dog's surgery, and we hope they are feeling better! We're glad we could make the insurance process hassle-free for you during this time.

Thank you for sharing your positive experience with us, Bob! We're glad to hear that our communication and claims process has met your expectations. It's wonderful to know that we can help provide you and Aspen with peace of mind.

Thank you, Nancy, for sharing your positive experience! We're delighted to hear that you found the claims process to be hassle-free. It brings us great joy to know that we can help provide peace of mind for your pets' well-being.

Thank you for your loyalty and for sharing your positive experience, Brenda! We're glad to have been able to assist you promptly and help provide peace of mind for your pets' well-being.

Thank you for sharing your experience, Kathryn, and we're sorry to hear about the initial difficulties you faced. We are partnered with USAA but have a team dedicated to helping USAA members, and we're glad to hear that Dan was able to assist you in setting up your account. We're grateful for your patience and understanding throughout the process. If you ever need further assistance or have any questions, please don't hesitate to reach out to us. We're here to help!

Thank you for sharing your experience, Lisa! We're glad to be there for you and your furry friend during tough times. Your peace of mind is important to us, and we're grateful to have you as a valued member of the Embrace family.

Thank you for your positive feedback, V! We're delighted to hear that you've had a great experience with Embrace and have found the claim process to be fast and easy. We're grateful to have you and your boys as valued customers.

We're truly sorry to hear about your experience and the frustration it has caused, Helayne. We hope your furry friend is doing well! We want 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 initial waiting periods, it would not be eligible for coverage. Unfortunately, when there are undiagnosed skin masses that are pre-existing, this does exclude coverage for all future masses including cancer. Having diagnostics performed on these masses to determine the type of mass will allow us to narrow the coverage exclusion down to only that type. We want you to have confidence in your policy, so we 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. If you do not agree with a claim's decision, you do have the option to set up an appeal with additional information from your veterinarian. We see you spoke to the claims adjuster about your concerns, but if you have any additional questions or concerns, please reach out to us at 800-511-9172, and we are happy to help.

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

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 and how it would affect your coverage 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. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

We're truly sorry to hear about your experience, Vanessa. Your feedback is invaluable, and we apologize for any confusion or inconvenience caused by the automated emails and communication. 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 review can take up to 30 business days to complete once we have received all the necessary medical history. Your claims will remain in a pending status while we are still reviewing all of the documents. The good news is that 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. If you'd like to discuss this further you can give us a call at 800-511-9172 and we are happy to help!

Thank you for your wonderful feedback, Julia! We're thrilled to hear that you've been happy with Embrace since 2019 and that you find our customer service and claim process excellent. We appreciate your recommendation and look forward to helping provide peace of mind for your furry friends' well-being.

We're deeply sorry for the loss of your friend Raydar, and we appreciate you sharing your experience during this difficult time, Susan. It means a lot to hear that Ashley provided compassionate support and guidance. We're here for you and Harley whenever you need us. Thank you for choosing Embrace.

We're truly sorry to hear about your frustration and the negative experience you've had, Keith. Our claim adjusters base pet information like breed on the pet’s medical records provided by your vet clinic. Since breed impacts the premium price, if a change is needed based on your notification and the medical records received, it is not a backdated change. We also provide notification before any changes take effect and offer you the option to adjust your coverage if you are not comfortable with the increase. If you'd like to discuss this further, you can give us a call at 800-511-9172, and we are happy to help!

We're deeply sorry to hear about your disappointment, Susan. Your satisfaction and trust mean a great deal to us. We understand your concern regarding the increase in premiums. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, breed, tenure, and veterinary costs in the zip code where the pet resides. Our premiums are based on actuarial data and approved by each state’s Department of Insurance. Over the lifetime with any pet insurance company, you are likely to see very similar trends; it just may vary when the increase happens.

With each year a pet ages, they are statistically more likely to get sick or hurt, and we have to take that calculated risk into account when pricing premiums.

We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to discuss changing your pet's coverage to better fit your budget, please give us a call at 800-511-9172, and we are happy to help!

Thank you for sharing your feedback with us, Linda. We understand your concern regarding the increase in premiums. Premiums do increase over time with all insurance products, and pet insurance is no exception. The claims submitted and the health status of your pet are not currently factors in the increases. Some of the factors that impact premiums each year include the age of a pet, breed, tenure, and veterinary costs in the zip code where the pet resides. Our premiums are based on actuarial data and approved by each state’s Department of Insurance. Over the lifetime with any pet insurance company, you are likely to see very similar trends; it just may vary when the increase happens.

With each year a pet ages, they are statistically more likely to get sick or hurt, and we have to take that calculated risk into account when pricing premiums.

We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to discuss changing your pet's coverage to better fit your budget, please give us a call at 800-511-9172, and we are happy to help!

Thank you for your positive feedback, Holly! We're delighted to hear that you found our claim process fast and friendly. We appreciate your recommendation and trust in us!

Thank you for sharing your positive feedback, Richard! We hope your furry friend is feeling better. We're glad to hear that our app made the claim process easy and fast for you. While we hope your dog stays healthy too, we're here for you whenever you need us. We appreciate your trust in us!

We are sorry to hear about your frustration with the claims process, Kimberly. We try to be upfront about the coverage and 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. If you have any questions or concerns regarding your claims or coverage, please give us a call at 800-511-9172, and we'll be happy to assist you!

Thank you for your kind words and recommendation, Barbara! We're thrilled to hear that you found our claim submission process smooth and that you received your claim payments promptly.

We are sorry to hear about your frustration with the claims process, George. 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 review can take up to 30 business days to complete once we have received all the necessary medical history. We also try to be upfront about the coverage and 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 The good news is that 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. If you'd like to discuss this further you can give us a call at 800-511-9172 and we are happy to help!

Thank you for sharing your experience with us, Kate. We are deeply saddened to hear about the loss of Syd. It's never easy to say goodbye to a beloved pet, especially under such sudden and heartbreaking circumstances. We're grateful for your kind words about our service during this difficult time. We're glad we could make the claims process as smooth as possible for you. Please know that our thoughts are with you as you navigate this loss. If you need any further assistance or support, please don't hesitate to reach out.

Thank you for the glowing review, Adele! We're thrilled to hear that you've had an exceptional experience with our customer service and claims process. It's rewarding to know that we've been able to provide peace of mind for Mia's well-being through the years. We appreciate your trust and loyalty!

Thank you for sharing your experience, Asa! We're thrilled to hear that you found Amy to be extremely helpful and knowledgeable about our services. If you ever have any more questions or need further assistance, please don't hesitate to reach out at 800-511-9172. We're here to help!

Thank you for your wonderful review, Carolyn! We're delighted to hear that you're happy with the service you received and that we could provide quick and easy assistance during such a challenging time for your kitty. We appreciate your trust in us, and we're honored that you've recommended Embrace to others. We're here to help and support you and your furry friend!

Thank you for sharing your experience, Helene. We are deeply sorry for your loss of Sadie. Losing a beloved pet is never easy, and our heart goes out to you during this difficult time. We're glad to hear that you felt cared for and that your claims were processed quickly and fairly. It's heartwarming to hear that we provided you with some comfort and relief during such a challenging situation

Thank you for sharing your positive experience, Melissa! We're so glad to be of assistance and help provide peace of mind for your pets' well-being. Thank you for placing your trust in both USAA and Embrace!

Thank you for sharing your experience, Nicole! We're delighted to hear that you found the claims processing easy and that our communication met your expectations.

We understand that a premium increase is not ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, breed, tenure, and veterinary costs in the zip code where the pet resides. Our premiums are based on actuarial data and are approved by each state’s Department of Insurance. Over the lifetime with any pet insurance company, you are likely to see similar trends; it just may vary when the increase happens.

With each year a pet ages, they are statistically more likely to get sick or hurt, and we have to take that calculated risk into account when pricing premiums.

We structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. Your feedback and loyalty are greatly appreciated! If you would like to discuss changing your pet's coverage to better fit your budget, please give us a call at 800-511-9172, and we will be happy to assist you!

Thank you for sharing your positive experience, Myrtle! We're glad Wes could provide you with clear explanations and help you understand how the insurance will benefit your cats. Thank you for choosing us to help provide peace of mind for your furry family!

Thank you for your glowing review, Toinette! We're delighted to hear that Amber provided exceptional service and made the process easy for you. We appreciate your recommendation and thank you for choosing us to protect your furry friend!

Hello Robert,

I am sorry for any disappointment you've experienced with your policy and we are sad to see you go! We strive to be as upfront as possible in regard to the terms and conditions of the policy, and unfortunately we are unable to cover pre-existing conditions, which are defined as anything that was symptomatic or diagnosed prior to starting the policy and through the initial waiting periods. Pre-existing conditions are determined directly from the medical notes provided by your veterinarian. However, if you have any additional questions or would like further clarification, please feel free to send an email to askclaims@embracepetinsurance.com or give us a call at 800-511-9172 and one of our representatives will be happy to help!

Hello September,

Thank you for taking the time to share that feedback, we are happy to hear you’ve had a positive experience!

Hello Eric,

We certainly understand your concern in regard to premium increases! Premiums increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation. Our premiums are set by our underwriter, based on actuarial data, and approved by each state’s Department of Insurance. We try to keep up with the actuarial fluctuations as best as we can and adjust premiums accordingly from year to year.

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. I see you already spoke with a representative in regard to this, but if you have any additional questions, please feel free to reach out and we're happy to help!

Hello Judith,

Thank you for taking the time to share that feedback, we are happy to hear you had a positive experience with our Customer Care representative!

Hello Christine,

I am sorry for any disappointment you experienced with your policy! I see the adjuster who worked on your dog's claim reached out to you via email to go over your concerns, but if you have any additional questions, please feel free to reach out to them and they will be happy to assist you.

Hello Donna,

I am sorry for any frustration you experienced with your claims! Due to auditing reasons, a qualifying invoice typically requires the pet’s name, the date of service, an itemized list of products/services and their costs, and the grand total including any taxes, fees, discounts, shipping costs, etc. I see your claims have finished processing, but if you ever have any questions/concerns in regard to your claims, we can be reached via email at askclaims@embracepetinsurance.com and a representative will be happy to assist you!

Hello Jessica,

Thank you for taking the time to share that feedback! We are happy to hear you had a positive experience with our Customer Care team and claims service!

Hello Jessica, thank you for reaching out. We want to assure you we love paying claims. Our licensed insurance claims adjusters are bound to our policy Terms and Conditions when it comes to processing claims. We see your reached out with your concerns and a team member has followed up with you. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Hello Jay,

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

Hello Jessica,

Thank you for taking the time to share that feedback! We are happy to hear you had a positive experience with our Customer Care team and claims service!

Hello Barbara,

Thank you for taking the time to share that feedback! We are happy to hear you had a positive experience with our Customer Care team and service!

Hello Paul,

Thank you for taking the time to share that feedback! We are happy to hear you had a positive experience with our Customer Care team and claims service!

Hello Nicole,

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

Hello Jacqueline,

Thank you for taking the time to share that feedback! We are happy to hear you had a positive experience with our Customer Care team and your claim!

Hello Stephanie,

I'm sorry for any disappointment you experienced with your claims! Although we try to process claims as quickly as possible, sometimes they can be delayed if we are waiting on any required documentation to process the claim (complete invoice, clear diagnosis/reason for the visit, or medical records). When we are missing information, our standard procedure is to reach out directly to the clinic on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. I see all of your claims have finished processing, but 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!

Hello Nancy,

Thank you for taking the time to share that feedback! We are happy to hear you had a positive experience with our Customer Care team and your claim!

Hello Desiree,

Thank you for taking the time to share that feedback, we are so happy to hear the policy was there to help during Twiggy's time of need and that the claims process went smoothly for you! If you are interested in being featured in our member testimonial campaign, please send an email to embracesocial@embracepetinsurance.com for more information.

Hello Gary, we are sorry to hear you had a negative experience. We see you spoke with one of our team leads about your experience and we appreciate you sharing this feedback.

Thank you for sharing your experience, Leslie! We're delighted to hear that you've been pleased with our responsiveness and the information provided on our website. It is correct that you can lower your coverage at any time for a financial change. However, if you ever wan to increase the coverage, the policy is re-underwritten and the waiting periods are reset. We appreciate you sharing this feedback about changing the coverage as we are always looking to improve while still abiding by our Terms and Conditions.

Thank you for sharing your positive experience, Stephanie! We're thrilled to have been able to provide prompt and efficient service for you and your kitten. We appreciate your recommendation and are here to support you whenever you need us.

Thank you for sharing your experience, Fran! We're glad to hear Clay provided excellent service and helped you find the right policy. Welcome to Embrace!