Embrace Pet Insurance Reviews
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About Embrace Pet Insurance
Embrace Pet Insurance offers coverage for dogs and cats and reimburses pet owners for preventative veterinary care, grooming and behavioral training with no per-item limits. Embrace charges a monthly premium and helps cover expenses if your pet needs emergency medical attention or another service.
Visit www.embracepetinsurance.com- Use any vet
- Offers vanishing deductible
- Accident-only coverage
- Not all policies available online
- No zero-deductible options
Embrace Pet Insurance Reviews
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- 4,946,968 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 May 16, 2024
Our one year old kitten broke all the bones in one foot in a freak accident. Between our regular vet a two separate emergency veterinarian centers, and the thousands of dollars required to repair her leg, we were utterly overwhelmed. Embrace responded quickly to support and process our claims without any delay or hesitation. Thank you.
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!
Reviewed May 16, 2024
Our Cat Doodles swallowed a 2 ft string.. It blocked her stomach, as the string evolved her stomach, small intestines, and large intestines.. She had to have surgery to remove it.. Embrace was fast at paying the insurance claim!!! I would recommend Embrace 100%.. So thankful for pet insurance!!! Doodles had a 6 inch incision on her belly.. So Happy that embrace covered this.. and Embrace pet insurance made it so easy to file the claim!!!
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!
Reviewed May 16, 2024
I researched a few companies and we chose to go ahead with Embrace for 3 reasons. The pricing is very reasonable, the coverage sounds amazing and the person I spoke to gave me engaged, friendly, warm, one on one attention and information and made the decision easy. This person’s name is Clay. :) We just enrolled, so I can speak only to the initial experience with Embrace, but it speaks loudly.
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!
Reviewed May 16, 2024
My premium was increased this year for no apparent reason. My cat has never been sick and I have not used the insurance. They claim it is due to rising operating costs, an increase in Vet fees, and my cat’s age. My auto rate only goes up if I get a ticket or get in accident. My health insurance premium does not go up if I get sick. If my pet insurance premium is increased every year, by the time my cat needs a Vet I’ll have paid so much for insurance over the years I’ll be lucky to break even, particularly if you take the deductible into account. I had pet insurance years ago and my premium increases were modest and few over the years. When my dog fell ill and had to be euthanized the insurance reimbursement was a great help. It appears all these companies operate on the same business model. I don’t know if the insurance is worth it in the long run.
Hello Robert,
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 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!
Reviewed May 15, 2024
Last year after moving home from Washington state to Honolulu. I asked a close friend about pet insurance. She told me that she had Embrace and encouraged me to get it. I quickly signed up and so happy we did. We never could foresee that our living Goldendoodle would undergo surgery. Embrace was there. The reimbursement really helped. She’s doing better now. It’s a comfort to have Embrace.
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!
Reviewed May 15, 2024
I appreciated how quick and efficient they were with my submissions. I did miscategorize one of them, and they were able to resolve it quickly too. The only downside with this insurance is how much they increase the rates each year, but that seems to be the case with most pet insurances. The app is user-friendly and easy to navigate too, but the camera function always makes my pictures grainy.
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.
Reviewed May 15, 2024
I wouldn’t even give them one star! It is nothing but a robbery scam. My wife got this policy before she passed away from cancer last year. I have been paying on for over five hundred dollars to date. I tried to use it for an expensive medical treatment and I have been told that due to the fact that there are no prior medical records before the policy I am unable to make a claim. My wife handled the bills prior to her passing and I have no idea about any of these dealings but suffice to say that Embrace was happy to take my money knowing I had a useless policy. Nothing has been offered except verbal apologies. They not only stole my money but they stole my time, a lot of times, countless hours on hold and being transferred back and forth.
The young lady that tried to help me was very pleasant and sincere. She tried everything in her power to help and eventually ended up refunding $20 and cancelled my policy per my request. Do yourself a favor and make a savings fund for your pets. This company will make it so difficult just so they don’t have to pay for your claim. Most horrible experience I’ve ever had with insurance companies. I don’t even think they deserve one star.
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.
Reviewed May 14, 2024
I was very surprised at how easy it was to file a claim and get it paid. After I sent in the form and copies of all the bills, I expected to be inundated with requests for additional information and backup documentation and proof of lab test results and the like. But Embrace paid my claim right away without any extra runaround.
Hello Ellen,
Thank you for taking the time to share that feedback, we are happy to hear the claims process went smoothly for you!
Reviewed May 14, 2024
This insurance was recommended to me by a friend. I’ve had a great experience having Embrace pet insurance. The claims process is easy and the refund is processed quickly. I frequently recommend them to friends and family. They are not only affordable but offer a wide variety of plans for different types of pets. My cat Ernie and I are so thankful to be covered by them. It makes trips to the vet less stressful.
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!
Reviewed May 14, 2024
the way around and I can use my money. I'm on social security so I think this is a great policy for anyone to have.
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!
Reviewed May 14, 2024
Warning! Embrace will make it very difficult to process your claim. I submitted my bill to start the process. But then your pet hospital has to submit the treatment documents to Embrace. Embrace will not be proactive and call the pet hospital if they do not receive the documents. When Embrace did receive the documents, they made up an excuse not to reimburse me. I canceled my insurance so now they will lose out on my payments and I will use that money to pay my pet bills without having to go through a painful process of reimbursement.
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.
Reviewed May 13, 2024
All I can say is Embrace customer service was very professional and helpful. I just signed up my puppy with Embrace. I'll see how it goes with the upcoming appointment. Hopefully it will be a great experience for us both.
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!
Reviewed May 12, 2024
They decline claims that are not pre existing condition. My veterinarian communicate with them and still did not agree so they declined 90% of the claims. I thought USAA have the best pet insurance available. As a veteran I just might stick to my USAA banking and find some other products out there. Since Embrace is not really reliable pet insurance company. Too bad that they use USAA to be part of the trusted military community insurance company.
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 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.
Reviewed May 12, 2024
On May 4, 2024, my 1 yr old was playing at the park with another puppy and appeared to hurt herself. I took her to the vet for an exam and xrays. I called an Embrace agent who helped me through the claim process. After uploading my receipts, I received reimbursement within 3 days! Great company and I'm very happy with the ease of processing a claim!
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!
Reviewed May 11, 2024
My experience with it this company left us disappointed and feeling taken advantage of. We signed up our puppy around October 2023, submitted vet records as requested, and even had the optional extra orthopedic exam completed so he would be eligible for coverage sooner if a musculoskeletal condition developed. We paid faithfully for 6-7 months before my dog had a subpar experience with his groomer where his underbelly got accidentally nicked in multiple places, some more sensitive than others. He began to lick these wounds as dogs do, and within a day or two one spot started to look possibly like an early infection.
We brought him into the vet on a Saturday morning before they closed for the weekend and he was treated promptly with antibiotic and anti inflammatory prescriptions. I submitted my claim, and 5 days later we got an email from a vet tech affiliated with Embrace who said she did a “medical history review” and permanently excluded him from motion sickness, and then added 12 month exclusions for giardia and “dermatologic conditions.”
How convenient… despite us following all their rules, submitting his records at signup, as well as paying for him to have an extra orthopedic exam done by our vet and paying into his policy for half a year, they decide at the time of our first submission to go through his records and decide to exclude conditions, one of which was so generic it wouldn’t cover his current urgent and completely unrelated issue? Not to mention, even if this had been accepted, it would have just gone towards the deductible. I wish we had known about these “exclusions” before we started paying every month. I think it’s totally unfair for them to decide to apply a broad ‘dermatological exclusion for a year’ after he had some transient itching when he was a pup.
If they’re going to pull stunts like that, they ought to tell you that at sign up. I would have reconsidered my decision to pay for their policy if I had known they wouldn’t even look at his history or initiate exclusions once the first claim was submitted. What’s the point of submitting that paperwork in the beginning then? What a waste of our time and money.
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.
Reviewed May 11, 2024
Overall good experience for our first major claims. Our dog had some unrelated pre-existing conditions so it took a while to review all the records but ultimately claims were approved and everyone was very nice and sympathetic during a difficult time for us. A little more communication about the process regarding pre-existing conditions review would have been helpful but overall we are happy with the experience. Keeping our other dog on the policy but hope he doesn’t need it anytime soon!
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.
Reviewed May 10, 2024
Just got a puppy a few weeks ago and I took him to the hospital due to a fever. They listed “decreased appetite” as a pre-existing condition so if your pup is ill and you tell your vet he has decreased appetite they won’t cover the illness coverage. Isn’t that crazy? If a pet is ill aren’t they supposed to have deceased appetite? How can this be a pre existing condition??? Extremely disappointed in Embrace. I will be changing insurances.
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!
Reviewed May 10, 2024
My Rudy would not be here today had I not had Embrace. Last year my 2 year cat had an episode that landed him in the vet hospital. His stay was four days and a 7,400 bill. Cardiomyopathy is now a lifetime ailment for him, along with daily medication. Embrace covered 90% of his bill. They also cover his meds. They are truly a blessing.
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!
Reviewed May 10, 2024
Outstanding. Submitted claim, case decided within 48 hours, deposit into checking within 72 hours of submitting claim. Very straightforward, simple process. I wish other insurance companies would have a streamlined process similar to Embrace.
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!
Reviewed May 10, 2024
Tiffany went above and beyond to help me in a matter of submitting a claim. There should be more people in this burdened world to give the friendly assistance like she did. I am recently divorced and until now never handled matters like this. And when I explained my issue, Tiffany advised me clearly as how to handle my problem and took away all the frustration in knowing what to do the first time.
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!
Reviewed May 9, 2024
Like all the goodest boys and girls, companies need praise too! I recently rescued a Poodle Mix puppy from the shelter and feedback from everyone I knew was “get pet insurance”. I work in the insurance industry but pet insurance wasn’t high on my list of priorities, especially considering this hard market and how volatile things are right now. I decided to give it a look over and found myself entirely overwhelmed with all the carrier options, coverages, and pricing. Among our search and preliminary quotes was Embrace. Now, full disclosure, they are NOT the techiest of companies but the more I thought about it, I almost liked that. Sometimes simple is easier and I didn’t feel like I was being duped. We did find “better” pricing elsewhere, but NOT at the same level, so we picked Embrace.
Was I expecting to pay $800 a year for pet insurance? No. But the sky’s the limit when it comes to being a dog-mom for me. I’ve now processed my first claim, which was easy enough to do online or on the app. The communication was amazing and the end result…Chef’s Kiss. They provided a detailed breakdown of the claim payout and I had funds in my checking account the following day. I can now confidently say that I am on the pet insurance train and more specifically, a big supporter of Embrace. Thank you for making things easy, convenient, and to the point!
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!
Reviewed May 9, 2024
I am insuring my 2 cats, and I am paying for a policy on my sisters dog. Recently I had occasion to contact customer service to find out for sure that the dog is covered. It was complicated because I had moved (new address, different phone— and a change in my sisters email. The representative cheerfully and patiently helped to bring all information, and she did establish that the dogs policy is active. Excellent experience. Also, claims are addressed promptly and fairly. I strongly recommend Embrace.
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!
Reviewed May 8, 2024
When our Golden had to have emergency surgery for an intestinal blockage, we were concerned about how expensive it was... but Embrace came through with their reviews and then payment within a WEEK. This was our first claim submission ever, and I cannot say enough good things about Embrace's response and efficiency. AND our girl is doing really well now!
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!
Reviewed May 8, 2024
We have had a great experience with Embrace Pet Insurance. They have been very responsive when I reach out and also complete claims in a very timely manner. I have no complaints with them after being with them for 2 years and look forward to continue being a customer of theirs.
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!
Reviewed May 8, 2024
After consulting with my homeowners/car insurance I was told that Embrace partnered with my insurance company. John was the person with whom I had contact. John was helpful, articulate, and offered appropriate suggestions. I felt comfortable and appreciative with his advice. He was patient and explained in detail my insurance options. Hopefully your company stands up to the reviews as well as the relationship that John worked to establish.
Hello Katherine,
Thank you for taking the time to provide that feedback! We're happy to hear John provided a positive experience!
Reviewed May 7, 2024
I have had Embrace Pet Insurance since May of 2016 for Joy, my Boxer. She is now 8.5 years old and Embrace has supported all her illness and wellness. The claims are so easy to submit and I generally get my direct deposit within 5-10 days. Never an issue or problem. I am very happy and so glad Embrace was my choice of pet insurance. I did compare with several and felt Embrace had the best options at the best price. They also have GREAT customer service.
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!
Reviewed May 7, 2024
My card to pay premium was cancelled due to fraudulent activity and I forgot to update my payment info with Embrace. I got an email saying that the card was declined and my insurance was cancelled. I call and the representative was very helpful. He made the payment, updated the info with my new card and reassured me that there was no lapse. Thank you so much for helping us.
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!
Reviewed May 6, 2024
After 1yr and zero claims, Embrace raised my pet insurance by an insanely 65%! They tried to justify that rate increase by telling me they need to be able to cover all of the pets and keep up with costs. Seriously, 65%?! I could understand basic inflation increases of around 6-10%, but 65% is absolutely unnecessary and horrible business. They care more about their revenue than the animals that can no longer be insured due to their greed.
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!
Reviewed May 6, 2024
Following mostly ok service and an easy to use app, some claims however were not reimbursed. The most the recent expensive claim for surgery for a small mass removal over my dog's right eye was declined. The reason? In 2021 the vet noted it in his chart 1 day prior to the expiration of the waiting period with Embrace. I appealed to see if a committee or manager could reconsider this over the 1 day and I was told no. The bill was almost $1400. I paid at the vet. I requested to cancel over this, so they transferred me to someone that would cancel.
I was asked why I wanted to cancel, I explained and they also said it won’t be reimbursed. I proceeded very nicely with canceling my policy given that they were about to charge me $2200 to renew another year. He confirmed I was cancelled. That was 2 days ago. I just received an email they renewed me today and charged my credit card. Look elsewhere for pet insurance. Now I have to fight this with them again.
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.
Reviewed May 5, 2024
I have had Embrace for almost a year now. I submitted my first claim and it was an easy process. Got refunded within 2 weeks. Whenever I called them I didn't have to wait long to speak with a representative. My questions were always answered. There was a bit of a misunderstanding when they did my dog's medical records review, they added a pre-existing condition to her policy, which I appealed and they were quick to reevaluate and remove. The only thing I would like them to improve is their APP. When submitting my claim the app kept closing and not letting me continue so I had to try multiple times. Other than that I am happy with their service so far.
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.
Reviewed May 5, 2024
Claim reviews took too long and I did not even got my reimbursements for my 3 claims. On my side on when I check the status, it says completed and reimbursements take 2- days, but I never received them. I submitted request few times, but still no respond.
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!
Reviewed May 5, 2024
Before purchasing Embrace I shopped all the other options and with all the coverages offered and the monthly cost Embrace topped all of them. Plus the turn around time for a claim is the fastest. If you're a USAA MEMBER you get a great discount off. I would refer anyone that has USAA and pets to use Embrace.
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!
Reviewed May 5, 2024
Our cat incurred her first expense of more than $3000 in June, 2023, at a specialty practice owned by my daughter. I didn’t receive a bill and when I asked my daughter about it, she shrugged it off and I assumed she had given me a huge family discount. In April, 2024, our darling kitty again began vomiting and we were afraid she was again obstructed but ultrasound was clear and she recovered after supportive care without further incident. When we picked her up, reception noted the unpaid charges from last year so they hadn’t been dismissed after all.
We paid for both visits and I submitted the claims to Embrace. The submission process was very straightforward and we rapidly received approval of and payment for all claims, less our annual deductible. I’m very impressed; I was a practicing veterinarian for 44 years and never enthusiastically recommended any particular pet insurance because, in my day, there seemed to be none that warranted a strong recommendation. Were I still in practice, Embrace would have my unqualified 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!
Reviewed May 4, 2024
The best pet insurance I've had - application, claims, everything is easy and fast and they have awesome customer service if you have questions. The plans have great options and they don't do usual and customary - they based their reimbursements on what you actually paid. Claims are paid quickly.
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!
Reviewed May 3, 2024
**
Naples, Fl 34105
Phone is wonderful if someone would like to cover my areas of concern.
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!
Reviewed May 2, 2024
Embrace is typical bait and switch insurance company. After one year, almost 30% increase in premium. I have had Embrace Pet Insurance for one year. I am in the insurance industry, and reviewed several carriers and selected Embrace due to the positive reviews. However, I just received my 1st annual renewal. 28% increase in premium. I would not recommend Embrace Pet Insurance. Embrace was already more than most carriers, but with the increase of almost 30% premium, I will be switching to another policy. Embrace paid one claim for $150 and collected $1,565.76 in premiums. I thought I had found a quality insurance company. So disappointed!
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.
Reviewed May 2, 2024
The customer service person was very nice when I called to see if Scruffy was covered for eating chocolate. She checked the coverage and gave me instructions on what to do to submit a claim. The claim process was very easy and was paid immediately. The only delay came in that I failed to set up direct deposit and I received the reimbursement by mail.
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!
Reviewed May 2, 2024
I just got this "insurance" took my pet to a well visit and vaccine, no pre-existing condition, and they refuse to pay, will cancel my policy they are a ripoff! Very disappointed..they promise to cover your expenses but they don't..
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!
Reviewed May 1, 2024
Every time I contact the company I have a kind, sweet natured representative, eager to help and will not stop until we find a resolution to my questions. For myself, it’s very important to have a representative that I can understand and also One is very patient with myself and can explain everything in detail which they always do. My Doodle is blessed having health insurance, which gives his mama peace of mind!
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!
Reviewed May 1, 2024
One of our invoices was paid immediately but the second is still pending. The problem is the generic email they send back to you not DETAILING exactly what is wrong with your paper work. That led to some frustration and resending the invoices directly from the vet office instead of from me.
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.
Reviewed May 1, 2024
It is easy to navigate the Embrace site and submit a claim. Communication is terrific. Our claims have been resolved and paid in a timely manner, which we appreciate. The process is streamlined and any questions we've had were answered promptly. The insurance premiums are reasonable as well. Differences in choices are described well.
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!
Reviewed April 30, 2024
Not happy with such a big rate increase. I have used Embrace for a few years. The rate keeps going up too much. I have a healthy dog and a happy one. I will continure to use Embrace, but again not happy getting such a large rate increased. We have a great vet and she submits all claims.
Hello Deanna,
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!
Reviewed April 30, 2024
Avoid purchasing insurance from Embrace! When we purchased our dog’s insurance in March 2023, Embrace assigned him the pre-existing temporary condition of diarrhea. Embrace stated that a temporary condition could be eligible for coverage in the future if our dog were to remain symptomatic-free for 12 months from the most recent occurrence.
Now, almost one year later, and with no signs of diarrhea since the policy began, Embrace is restarting the clock for another year. Furthermore, they are adding an additional pre-existing condition of dermatological issues and denying covering anything related to it going forward (including itching, allergies, hot spots, ear infections, eye infections, etc.), despite them covering all of these dermatological issues for the past year. On top of all of this, they are refusing to pay for an allergy test that they pre-approved in writing and had already stated that they would cover.
We are currently in the process of submitting an appeal and if it is not accepted, then we will be reporting them to the California Department of Insurance. If Embrace fixes this, I will be happy to update this review, but at this time I would not recommend Embrace. I feel extremely disappointed in their service and find their practices self-serving. Embrace makes up the rules as they go to benefit themselves financially. Do not purchase an insurance policy with Embrace!
32. Pre-existing Condition(s) means:
a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or
b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions.
c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing.
PART IV – EXCLUSIONSPre-existing Conditions;
i. If your Pet has been treated for Undiagnosed vomiting and/or diarrhea prior to the end of your Pet’s Waiting Period, your Pet must be free of conditions with the same Clinical Signs for twelve (12) consecutive months before any conditions with the same Clinical Signs may be covered again.
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.
Reviewed April 29, 2024
It was particularly difficult to get our cat's first claim approved. They kept emailing the vet asking for detailed notes. I called the vet and they had no knowledge and said that they only release info to pet owners. So they sent me the notes which I then uploaded. Then they wanted information from the previous vet (before I adopted cat). Of course they were asking my cat's name and me as owner and that was before I adopted cat, so of course vet had no idea who they were talking about. After sever phone calls it finally got straight. I hope it’s not like this every time or I won’t be with it.
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!
Reviewed April 28, 2024
The on-line claim process was very organized as well as convenient. My wife and I are very satisfied with the overall claim process. The check was received within a week of initiating the insurance claim. Yes, I would definitely recommend Embrace pet insurance to a friend as well as loved ones.
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.
Reviewed April 27, 2024
So filing was very easy and once everything was completed the payment was fast and easy. The only problem was a lack of communication or a mix up. Records were requested multiple times over a couple weeks by Embrace even though they were sent in from two different vets and from me personally each time. I get you are busy but keeping stuff in order and directing requested records to the correct place in an efficient manner.
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!
Reviewed April 27, 2024
Although the time it took for the money to come to my account, I was disappointed with the amount that was paid on a $1500 claim. I received less than one half of the bill. I had thought I'd get closer to 80% of the bill. Is there a deductible I need to cover meet?
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.
Reviewed April 27, 2024
It seemed like it was a good insurance policy but as I took my dogs to the vet whenever I submitted claims they were nickel and diming items on the claim. It was more like they were busy finding reasons not to cover than to do what is right by the claimant. They refer to their wellness plan and when I got that again I was nickel and dimed. After two years they asked for one of my dog’s medical history prior to the policy continuing. The dog had no issues. The company seems to be interested in getting premiums but not paying out. I switched to spot insurance instead. They were less and covered more.
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.
In order to process an accident or illness claim we do need your pet's complete medical history on file as our terms and conditions state:Part II – Conditions
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!
Reviewed April 26, 2024
It took a while to get Mindy's medical records, so I sent them myself. Once the adjusters got them the claim process went smoothly. They understood what Mindy was treated for and paid reimbursements directly into our account. I definitely recommend them for insuring your pet. We are very satisfied with the result.
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!
Reviewed April 26, 2024
Customer service consistently provides timely and efficient resolutions to any issues or concerns. Their team members speak clearly and always present a friendly and professional demeanor. Utilizing direct deposit of any claim reimbursements makes it very convenient to have funds available in a short time. Strongly recommend Embrace as your first choice for pet insurance!
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!
Reviewed April 25, 2024
The staff are always friendly and highly professional. They make sure they fully understand my inquiry, answer all of my questions thoroughly. In turn, they make I fully understand their answers. The turn around time for claims is great! My call is always answered in a timely manner; I am alerted if there is a call backlog. I highly recommend Embrace Pet Insurance for your pets.
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!
Reviewed April 25, 2024
Embrace always reimburses me with the amount deserved in a very timely fashion. I never have to wait too long and the money gets deposited directly into my account. I just encountered a situation when I resubmitted a claim for $1200 that was canceled because it was a duplicate already submitted by my vet. I called after a few weeks to follow up to understand why I haven’t received the claim. The customer support representative confirmed there was a glitch in the system, they resubmitted the claim for me and 3 days later, 90% of that claim was deposited back in my bank account. Highly recommend!
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!
Reviewed April 24, 2024
My Bichon was brutally attacked by a Pit Bull. She was hospitalized for 7 days racking up a bill close to $17,000. Embrace Insurance cleared me $10,000, which was a blessing. My case was closed in less than a week! Embrace Pet Insurance is great! I had switched insurances 3 times and returned to Embrace!
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!
Reviewed April 24, 2024
I just signed up for pet insurance with Embrace. This is my first time having pet insurance and I had multiple questions about how it works. The representative actually answered my call immediately, was in the US, spoke English and had a terrific attitude and helpful manner, she was a pleasure to talk with. Best customer service I have had in many years from any company.
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!
Reviewed April 23, 2024
Hi,
I just want to say how impressed I was by Embrace's quick response on a claim I submitted for my pet. It was approved within hours and they deposited the amount owed back in 2 days.
Regards,-Marty
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.
Reviewed April 22, 2024
Embrace Pet insurance, the name alone is comforting that it is a caring company. They embraced insuring our 9 yr old cat today, it was the first time contacting and learning about Embrace Insurance. Our 3yr old cat passed suddenly and I now have the insurance I should have gotten sooner. Thank you Embrace for the warm assuring customer service I received, it was superb and comforting in making the decision to purchase the policy for our Family cat.
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!
Reviewed April 22, 2024
My premium doubled this year. I get the impression they jack up prices once your pet has a pre existing condition. The rate in the quotes are much lower than what they want to charge me. I'll have to leave Embrace unfortunately.
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!
Reviewed April 22, 2024
I recently submitted a claim for one of my cats. The communication during the review process was excellent, and I promptly received a partial reimbursement of my expenses. The ease and speed with which my claim was processed was surprising and very much appreciated. With so many choices available for pet insurance, I'm so glad I went with Embrace.
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!
Reviewed April 22, 2024
I am very disappointed with Embrace. My dog needs surgery and 2 vets have said it is not a preexisting. I will fight this and get a lawyer if I have to. It is so sad how my dogs is suffering. I guess these people are not animal lovers. We don't have the money to pay for the insurance. My husband is disabled and Bella is his emotional support dog. We have triplets and I can barely make ends meet. Have a heart.
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:
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 – DEFINITIONS8. Bilateral Condition is a condition or disease that affects both sides of the body.
PART IV – EXCLUSIONSa. 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.
Reviewed April 22, 2024
The insurance is as advertised and the claims process is easy on the app. It is quite difficult to contact a representative by phone, should you need assistance. We had initially attained our policy through USAA. The first year's policy was an affordable $30-ish/ month for our young, healthy dog. The automatic renewal doubled that amount the second year. The third year, they wanted to double it, again to $120-ish/month. There had been no significant claims or chronic health issues. We queried the reasoning and the representatives had no answer. They stated that it was equivalent to other companies. That was not true. We gave them the opportunity to revise the premium, but they had nothing to offer. We went with Lemonade for the same coverage, but $50/month.
Hello Andrea,
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 send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.
Reviewed April 21, 2024
The process for submitting an insurance claim for veterinary care for my dog Coco was easy, efficient, timely and with a positive outcome. Instructions were clear and the detailed explanation after the review of records was easy to understand. At this point I feel paying this annual insurance fee has been worth the expense.
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.
Reviewed April 21, 2024
Thank you for the response to our claim. I know now Vera is good hands. We have never had pet insurance for any of our pets. We were happy and surprised how easy the claims process was. We will share our experience with our friends and family. Thanks again.
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!
Reviewed April 20, 2024
Just had a claim rejected because they consider “vomiting” to be a preexisting condition. That’s like saying that I sneezed before, so every other sneeze in my life is as a result of the same thing that caused that initial sneeze. I called customer service to have my claim reexamined and they took my info and never called me back. I’m VERY disappointed in the coverage and service.
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!
Reviewed April 19, 2024
Embrace claims they cover curable pre-existing conditions for example/such as ear infections when they have to live up to their claim and deliver, they do not honor it. If your dog has an ear infection before purchasing insurance, they consider allergic dermatitis chronic condition and not only deny your claim but you don't get coverage with them for the rest of your pet's life for any derma/skin conditions. Misleading and dishonest. While I am under insurance coverage when my pet got diagnosed with allergic dermatitis.
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.
Reviewed April 19, 2024
Tiffany was a real joy to speak with. She is so friendly and very knowledgeable, which made things a lot clearer for me. I was so happy to get to speak with her! I am looking forward to my two little dogs having a great Insurance Company, so I can have some relief, knowing they will have the care that they deserve. Thank you.
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!
Reviewed April 18, 2024
I am satisfied with the services provided by Embrace. The process of filing claims is convenient and efficient, with timely results. However, the frequent need for the vet to provide the same information repeatedly can be burdensome. It would be beneficial for the information to be maintained on file to avoid placing undue pressure on the veterinary staff.
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!
Reviewed April 18, 2024
I've submitted 3 claims and have been denied 3 times. I've been paying 35$ per month for 7 months for NOTHING. I was denied for silly reasons "not within my 30 days or not included in the wellness rewards". Then I shopped around and I can get better pet insurance with ASPCA, plus accident and wellness area included for 30$ with a 80% reimbursement. Also Embrace took weeks to review my claim, in the end they got my money... What a scam.
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.
Reviewed April 18, 2024
They have hidden fees everywhere, and they take forever to actually reimburse you. Do not trust this company! Oh and when they do pay you back it'll be a good 30 days wait, they even tell you that it might take 30 days but it'll take longer. They make you feel like a liar requesting more and more info even when your pet is barely 4 months old.
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!
Reviewed April 17, 2024
Embrace has made sending claims and pet care very easy! The response time if help is needed is quick and efficient. It is affordable and the direct deposit makes everything easy and seamless when waiting for a refund. I love that they offer extra care for vaccines! As soon as I need something I call and things get solved within a few minutes tops. I appreciate that they take your time into consideration and are all very sweet when answering your calls.
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!
Reviewed April 16, 2024
Every year they increase your fees by 25%. Seems very high if you don’t submit any claims. I have been with them 4 years and notice my bill regularly increases each year. If this were an auto company, I wouldn’t waste my time with them.
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!
Reviewed April 16, 2024
Great service. Felt like I have a contact that is more than a salesman. It was a great experience and I found Embrace through my groomer. I would definitely recommend to a friend. I feel like I made a friend instead of talking to an employee. It helps to have a contact that you feel can help with any questions and concerns. Just a note, there should be no limit that a customer should need to say.
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!
Reviewed April 16, 2024
I have highly recommended Embrace Pet Insurance in the past because I've been with them since about 2007 happily, but in the last 2-3 years they keep making massive increases in our premium, but today I received my new premium amount for May - April 2024-25 and they up-rated me for ONE MASTIFF an additional $90.47 per month or $1085.64 for the year!
I am now going to be paying $259.17 or $3,110.04 for the year IF I stay with them and do not decide to self-insure at this point. This is outrageous! Bastian just turned 7. I cannot believe this and wanted to warn you all against going with Embrace unless you first check out and compare all the A rated companies to see if you can find a better premium. This pretty much ensures we will no longer be able to afford our beloved Mastiffs any more as we go into retirement in a few years. This absolutely breaks my heart. Money should not stand in the way of having and loving this breed. I didn't ever pay this much when we had 3 ENGLISH MASTIFFS at the same time!!! This is GOUGING - PURE AND SIMPLE.
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.
Reviewed April 15, 2024
I recently had to file a claim for my dog Bonnie. This was the first claim I ever filed so I wasn't sure what to expect. I was pleasantly surprised by how smooth and quick the process was. I hope I never have to file a claim again but if I do I am reassured that I choose the right pet insurance company.
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 April 15, 2024
Embrace has always been easy to work with. I would recommend it to my friends with pets. I recently took my cat to the vet for a yearly checkup. The thing I like most is that you can track the status of your claim online and speak to a representative if you have questions.
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 April 15, 2024
I got insurance because of good reviews and promise for easy. I had only taken my dog into vet twice before for seasonal allergies. My dog got an 1,100.00 pet bill for uterus infection and month went by before they told me no and they want more history on my dog before they make decision. Do not get insurance. It’s a rip off.
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!
Reviewed April 14, 2024
I had no problem with my insurance coverage with Embrace; however, after my first year with them they decided to raise my premium. That, in and of itself, was not the problem. THE FACT THAT THEY DECIDED TO RAISE THE PREMIUMS BY OVER 51% a month was enough to make me cancel my coverage and move to another company. I’ll never use them again.
Hello Deborah,
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 send an email to hello@embracepetinsurance.com or give us a call at 800-511-9172 and we're happy to help.
Reviewed April 13, 2024
We have used Embrace Pet Insurance for several years and through two major injuries/illnesses with two of our dogs. They are always empathetic, professional, and prompt in reimbursing me. I would highly recommend them.
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!
Reviewed April 13, 2024
I am disgusted by a 33% premium spike with no warning or notice. I found the claims process difficult. Not enough deductible or other coverage options. They came highly recommended. I found that not to be the case. Their model of eligibilities and definition of preexisting conditions seems designed to deny claims and actually discourage pet owners to get necessary treatments for fear of them not being covered.
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.
Reviewed April 13, 2024
Do not waste your time, energy or money with this scam company. They fail to cover most claims they say that they will and instead blame everything on the same pre-existing condition. Not even worth the headache, go with Trupanion!
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.
Reviewed April 12, 2024
The claims team is very nice and informed. However, I question Embrace's overall policies for determining an issue as pre-existing. For example, apparently because my dog received a medication that is used for alopecia, which he's never had or been diagnosed with, no skin infections will be covered. I didn't realize that medications counted as "diagnoses" to basically rule out an entire class of medical issues. Same thing with denying any of my dog's anxiety treatment. Because I asked my vet about anxious behaviors 12+ months ago, but no treatment or diagnosis was ever received, that's a pre-existing condition, now that I've searched out a diagnosis and treatment in the past two months. So I guess never talk to your vet about anything if you have pet insurance.
I was reimbursed for one of my dog's issues, because I had never apparently asked about any of the other weird skin growths on his legs. When I pushed on some of the other denied claims, I was told I could appeal the decision, which seems like a lot of work for me. Or I could cancel, and save myself $1K per year, which is a lot easier. Also, my coverage went up $400 at renewal despite never having submitted a claim for my 4 year old dog until this year. Embrace will always state that costs are determined by the market, claims, etc., but I worked there and can attest that the president/CEO has also stated that Embrace's prices were too low compared to competitors'.
Reviewed April 12, 2024
This is my first time having pet insurance. My vet suggested it. I picked Embrace because of all the positive comments. Am I ever glad I did. My claim was processed fast. Communication was above average. I’m very please. I will always have pet insurance with them and I will sure be sharing with everyone.
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!
Reviewed April 12, 2024
My dog recently required back surgery due to sudden paralysis of her hind legs. Six months prior to this problem she had been treated by her vet for hip issues. She had been in a fight with another dog and injured her right hip. She was treated with medication & made a full recovery. When I submitted my claim for her back surgery, Embrace refused to pay because they said she had a pre-existing condition. I provided a letter from my vet stating she did not have a pre-existing condition. She explained that my dog was treated for a hip injury which was not related to her back problems. Evidently the claims department at Embrace knows more than my vet who had actually examined and treated my dog!
In addition to refusing pay for her surgery, they declined to pay for treatment of a UTI that she developed about 6 weeks after her surgery. They stated it was related to her surgery so it wasn’t covered by insurance either. They claimed it was either caused by her paralysis (she was only paralyzed for 16 days prior the surgery) or urinary incontinence (which she never had). I explained to them that I was a Registered Nurse and had knowledge of UTI’s and there was no way this was due to her surgery because bacteria would not have lived in her bladder for 6 months! They wouldn’t listen to this. I have dropped my policies with Embrace for all of my dogs and switched to another company.
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.
Reviewed April 10, 2024
We have had Embrace Insurance for our dog, Hugo, since he was 6 months old. I have been very pleased with the coverage for 17 YEARS until this past week when I received his Renewal of Policy. The premium of the policy has increased from $3,000 a year to $10,000 a year. Hugo is 17.5 years old. Because of his age Hugo is not a candidate for surgery (anesthesia) or any invasive procedure. This is a coward's way of cancelling us. We are being penalized for taking such good care of Hugo and the fact that he is a Geriatric dog. The explanation is that TOO MANY PET OWNERS IN SEATTLE HAVE PET INSURANCE!! The audacity!
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!
Reviewed April 10, 2024
Enrolled our new pup & my 8 yr old. The puppy is 1 yr old. Through its annual shots, spay/neuter & a new illness they have paid a total of 0.84. So it's not worth the money or the effort!
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!
Reviewed April 9, 2024
I have coverage for my puppy, while they have done ok with the wellness. I had the vet fill out the ortho report card to move up coverage and they now say she has a preexisting condition even though she has not been diagnosed with anything! She was limping a bit but it could be as simple as a pulled muscle or imbalance from a growth spurt. They need to do an xray to be sure, But now if anything ever happens with her back leg they will deny it. I would be paying over 10k in premiums over the course of her life but they'd rather me cancel than possible have to cover an issue if there even is one. Such an awful way to treat people and animals.
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.
Reviewed April 8, 2024
We got a Belgian Mal pup from the rescue I volunteer to help. I did a lot of research into on what co. we would get. We were very pleased with the claim amount reimbursed. We did have an unexpected accident with Draco but Embrace stood by its promise to cover a medicine poisoning.
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.
Reviewed April 8, 2024
We used to have insurance with Healthy Paws for years, but they just kept exorbitantly raising rates, didn't stay competitive with what they covered, and the customer service was lacking. Finally, when we got a new pet we decided to change over to Embrace after I did a lot of research on the choices available. Wow, do I wish we had sooner! I now have THREE pets on our Embrace insurance (two more than we had with Healthy Paws) and I'm only paying ONE THIRD of what I did with just our dog---and the coverage is much, much better!
Healthy Paws just didn't try to stay relevant and current. Embrace offers much wider variety of insurance, much broader coverage, and the price is unbeatable. The fact they do this and have exemplary customer service is exactly why I tell all my friends about Embrace now. You can't do better than them---I know, because I researched all the pet insurance companies for almost two weeks before I settled on Embrace, and I'm really glad I chose them.
BTW, I have zero affiliation with them (although I wish I had stock in them lol) other than being a happy customer. I feel like that needs saying because these days you never know what to trust. FYI: We have two young cats and a senior dog covered on our policy. We opted for the wellness coverage, but just ended that coverage bc I kept forgetting to submit the paperwork for reimbursement.
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!
Reviewed April 5, 2024
My Pom was hit by a car. HUGE vet bills. Embrace covered everything with a simple filing process, and knowledgeable/compassionate staff. They relieved as much stress as possible from a highly stressful situation. I am sincerely grateful. I don't think I could have saved Micah without Embrace! The review of my $7,000+ in claims required just a very days for approval.
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.
Reviewed April 5, 2024
Pup had an emergency issue that turned out to be an accidental ingestion which required two costly surgeries. It was a very stressful situation but thankfully she pulled through and the claims process was relatively straightforward. One claim did accidentally get flagged as duplicate but a quick phone call with a very friendly rep got that straightened out and claims were actually processed quicker than I expected.
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!
Reviewed April 5, 2024
Very disappointed. Had a claim for an injury our dog had jumping up and down from the bed. I have been waiting 3 months for their "fast claim" process and they keep trying to dig and dig to try and not "count the claim" to be used to help go towards my deductible., But they are accepting my $90 monthly payment. I will not then likely leave them.
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!
Reviewed April 4, 2024
When time for renewal, rate went up 50%. There were no claims made and both cats are young and healthy. 1st year $600 2nd year $900. Not waiting around for 3rd year! Cost is too much of a rate increase.
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.
Reviewed April 3, 2024
This was honestly one of the worst claiming processes I’ve ever experienced. Assessments by the adjusters were so outrageous I needed my vet to write explanation letters just for 3 claims that were submitted and only 1 claim was approved. Let alone, filling out the pre-certification letter for a CCL surgery that got denied due to an “pre-existing” injury that didn’t even occur. Based off this poor assessment, now I have to wait an additional 6 months to fill out the pre-certification again just to have a peace of mind before having a surgery scheduled. It would be best to please have a better judgment and assessment along with a way for owners or vets to contact adjusters when reviewing any claims. It would make the process less of a hurdle.
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!
Reviewed April 3, 2024
Would give 0 stars if possible. My cat almost passed away in December from acute glomerulonephritis (kidney disease), which had never been previously diagnosed (he is 1 yr old). Despite this, my claim for his medical expenses was rejected due to the pre-existing condition of a cough that was noted during his kitten wellness exam 10 months prior. I appealed the decision and my vet provided additional medical records and a statement that the two were in no way related, however my appeal was again denied. In the past year I filed 3 claims for 3 different pets and every single one was denied. I have cancelled my very expensive policy for all of my pets and filed a complaint with the California Department of insurance. I would never recommend anyone waste their money on this insurance.
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. 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.
Reviewed April 3, 2024
She was really nice and very helpful, and understanding and wanted to make sure I could afford the policy. She explained how they would call Sassymae’s vet and make sure she did not have a preexisting problem but ate something that made her sick. Gave me her personal contact number, if I need her, cutomer service number and Sassymae’s policy number.
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.
Reviewed April 3, 2024
Your employees treated me with such sympathy at the loss of my beloved Coco as you know it was quite a difficult time. Your service Staff was excellent. In both areas of the process of addressing my claims, Promptly. I would recommend you highly to all my family and friends Thank You so very much
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.
Reviewed April 3, 2024
After paying for five pets for three years I made one claim. Less than 1k. My premium doubled. Cancelled my account. I called and she said, "Well you can change the deductible etc." It was ridiculous to go up over 50 percent. Two pets the premium doubled.
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!
Reviewed April 3, 2024
It was easy to submit our claim online and it was reviewed and paid out faster than we expected. We did not have to jump through any hoops, so it was really refreshing. It was a stressful time for us dealing with our dog’s surgery but submitting his claim did not add to it, which was a welcome change from the human insurance system.
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.
Reviewed April 2, 2024
We’re relatively new to Embrace, but very pleased with the entire process. They communicate well and process claims pretty quickly. And as soon as I reached my expected deductible, they processed my refund directly into my account. I anticipate the same efficient and timely service for the future and feel much better knowing our Aspen is covered, especially anything major.
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.
Reviewed April 2, 2024
Very easy to submit a claim online with a quick staff review. Your account is always up to date with accumulated deductibles. No accounting on my part. Information is readily accessible. Recently received a check once my chosen deducible was met. Hassle-free! I’m glad I have Embrace in times of mishaps for my pet.
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.
Reviewed April 2, 2024
I have been with Embrace for 3 years. I have not needed their services until recently. I have been very happy with their response. They have reimbursed me in a very timely manner. I would say yes they’re great company and I wouldn’t hesitate to use them. I know shopping for pet insurance is a little overwhelming. Makes a huge difference when something big comes up.
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.
Reviewed April 2, 2024
Dan helped me set up my account for sending in receipts for services at the groomer yesterday... No one from Embrace could help. Finally got Dan from USAA and that worked. Thanks heavens for Dan. I was almost ready to cancel my order until he assisted me. I am 78 years old and not good on computers. This is all can say. Thanks.
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!
Reviewed March 30, 2024
Thank you for being there during tough times. When my dog gets sick and the thought of "can I afford to treat" comes into my head, I appreciate knowing I have insurance. The answer will always be YES...fix my baby. Having Embrace on board makes that decision so much easier. Thank you!
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.
Reviewed March 30, 2024
We insured our boys, both schnauzers about 4 years ago and are so glad we did thru Embrace. They are reliable with great coverage. The app is easy and fast to use with prompt reimbursement. Thankful for Embrace.
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.
Reviewed March 29, 2024
Terrible experience. My dog had surgery for a spindle cell sarcoma and they declined my claim because she has had 2 small skin tags in the past one resolved without treatment and the other is on her eyelid, very common and has not changed in 3 years. Due to small skin tags they are saying she had a preexisting condition. I am a physician. I know this is ridiculous. Skin tags are common and are totally unrelated to the spindle cell sarcoma that was found and removed within 2 weeks. I am forced to give one star to post that they don't deserve even that.
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.
Reviewed March 29, 2024
I have had multiple pets and multiple insurers. Embrace is the absolute worst. My cat had one preexisting condition (anemia) which I disclosed and provided documentation for. Did not file a claim for a year. Cat gets diabetes, they blame it on anemia. Cat gets an eye infection, they blame it on anemia. Cat gets literally ANY illness, they blame it on a preexisting condition. Our vet even wrote in the SOAP notes that she does NOT believe they are related in any way - Embrace still blames it on anemia. If you are a USAA customer, this is not what you should buy for your pet unless they're absolutely brand new to you or you're wasting your money. No thank you, Embrace.
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 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.
Reviewed March 29, 2024
Honestly, it’s been hectic and confusing to start. Every claim I submit is “missing something”, their communication is unclear, I’ve emailed, messaged in app, and called and my issue was not resolved / incorrectly solved, the app is elementary at best. If I had known this, I would’ve went with another company.
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!
Reviewed March 29, 2024
I’ve had Embrace since I got my first dog in 2019 and I’ve been so happy with my choice! Great customer service, their portal for claim submission is easy, and the turnaround time for a response is very timely. Very happy with the coverage I have for my dogs (now 2!) and the price point for my coverage. Highly recommend to anyone in the market for pet insurance!
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.
Reviewed March 28, 2024
Had to call to report my 6 year old pet, Raydar. It was very emotional for me as he only passed away 6 days ago. Ashley was most compassionate and walked me through the whole process. She provided me with all the information I needed for submitting any outstanding claims that I had. She even calculated return of premium amount as policy just renewed this month. I still have our other Pomeranian, Harley, who remains covered with Embrace! I've compared many other Pet Insurance and found them to be the best!
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.
Reviewed March 28, 2024
Pet Insurance decide to change the parameters of their one year contract and then forced us to pay the difference. They should have honored the contract for the remainder of the year. They also accessed the contract and changed the verbiage to suit their demands and then denied it. Never again with these Liars
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!
Reviewed March 28, 2024
After decades of Embrace Pet Insurance, I’m finding myself at a complete loss and disappointment with this company. I have always had several dogs in the household on this insurance and have heard of other people having difficulties, but I have always found the Insurance and process to be fairly trouble free …. Until now.
I just received my renewal notice in the mail for dogs age 7, 9 , and 11. The younger two are both both mixed breed and weigh 30 and 35 pounds, the older dog Is a chocolate lab. The older two dogs A discount for no claims which is approximately 10%. Imagine my surprise when I look at the increases and calculate that my 7 year Old dog is being increased 70%! To make this make even less sense, I look at my nine-year-old dog increase and that is 41% and the 11-year-old dog is increased 35%. How does that make sense? I have spoken directly with Embrace, I have asked if there is a review process and been told that the underwriters do not do that and have approval through The state, and I was given a filing link to see what submitted to the state… But it makes no sense to the common person. I have a call into my state insurance regulation authority, and will be asking them questions and filing a complaint.
I find this extremely unfortunate because I have always sang the praises of Embrace and recommended them to all of my clients, my dog community, and friends and family. This is a large circle of people and now I feel like a fool. I will definitely be sharing my experiences with People so they don’t go through this as well. Again, I expect an increase in insurance rates, but the inconsistencies between my dogs Increases and the youngest being at a rate of 70%, that is ludicrous. I will be the first one to update my review if I find that there is a change, but I find that very doubtful. I feel like this is robbery, and not because the rates went up, but because no one at Embrace Can answer questions or justify how these inconsistencies make any sense. The one thing I will say is that the person I spoke to on the phone was very kind and tried to help but her ability to get answers is very limited.
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!
Reviewed March 28, 2024
I registered our 9-year-old healthy cat last year for approx $21. Surprisingly, it jumped to $37 per month and was told it will go up every year. I’ve never filed a claim and she thankfully remains healthy. My policy that I chose was not for well checkups, only IF the pet becomes sick. I can understand inflation, but billing almost double the 2nd year is ridiculous. Then I found out every it will be increasing. The customer service rep was very helpful and explained the above. She was acquainted with the policies offered.
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!
Reviewed March 27, 2024
It was easy to submit my claim and the turnaround was very fast. They mailed my check within days and provided instructions for me to get direct deposit next time. I am happy to use Embrace Pet Insurance and I will recommend them to my friends. Thank you for your help and fast, friendly staff!
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!
Reviewed March 27, 2024
Unfortunately my dog became ill. I submitted the claim through the app. It was the easiest and fastest medical claim I ever had. This includes for myself. I appreciate tHe quck no hassle claim, but I hope not to need your service for a long time. You will continue to have me as a customer now and in the future. Thank you.
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!
Reviewed March 26, 2024
My puppies had a few minors issues. Daisy had pink eye and both Daisy and Dash both had diarrhea following a treatment for Giardia. There were many mistakes processing my claims. Mainly denials stating the treatment was wellness issues and they were not. I am in the process of resubmitting the denials with my vet’s notes. I am currently looking into help insurance if I can’t get these issues resolved!
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!
Reviewed March 26, 2024
Your online claim submission was very easy to use and had no difficulty with entering the information, the turnaround time in receiving the funds was quicker than expected. Have already recommended your service to a friend and will continue to do so to anyone who needs pet insurance. Thank you very much.
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.
Reviewed March 26, 2024
It took over 30 days to review my claim. There was no communication for several weeks. No details on what information was missing. I have no choice but to stay with this company, due to my pet's medical condition. I would not recommend this company to anyone. Seems as though the mission of this company is to find a way to reject claims.
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!
Reviewed March 25, 2024
My dog Syd was happy and healthy one day and 2 days later he was very, very sick. Sadly, there wasn’t anything that could be done for him. I submitted the claim for his emergency care to Embrace. It was reviewed and settled in two days. They took care of getting the necessary records and any additional information. It couldn’t have been easier. I truly appreciate their kind and compassionate service.
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.
Reviewed March 25, 2024
Without exception this company provides great customer service. You can reach someone for questions within minutes who is courteous, had the answers and provides the back up information in an email. Claims are very easy to submit and are processed very quickly. They have a menu of options for coverage. I chose this company when I got Mia as a 12 week old puppy. She is now 5 years old and I have always considered Embrace to be a great decision.
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!
Reviewed March 24, 2024
Amy was extremely helpful and knowledgeable about the services offered. She answered all my questions and concerns and helped me to decide about any other add-ons I needed or didn’t need at the time. She was not pushy nor anxious about my purchase, just truthful and informative.
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!
Reviewed March 24, 2024
I'm so happy I chose Embrace for my kitty's insurance. My cat had a serious liver problem and Embrace handled the claim quickly and smoothly. They sent emails letting me know the status along the way. They were professional easy to deal with. This my first pet insurance and I'm sticking with Embrace. I've recommended Embrace to others.
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!
Reviewed March 22, 2024
We were heartbroken. When the vet was giving us options and prices, we were so thankful that we had Embrace. We could make decisions based on what was best for Sadie and not based on money. In the end, the cancer had spread and there was little to do. Embrace was caring and processed the claims quickly and fairly and kept me posted throughout the process.
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
Reviewed March 22, 2024
If Embrace is trusted by USAA, it's trusted by me. I'm glad I have my pet ensured by Embrace. :) I have already used this plan for my new puppy, for his wellness checks and upcoming procedure. I'm very satisfied that he has good coverage when I need it!
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!
Reviewed March 22, 2024
I am grateful for the ease of processing. The communication was great during the process. The increase of my monthly fee, however, seems extreme, especially after being a member for so long. I hate to have to change my coverage but do appreciate Embrace. I do appreciate the newer changes to the app, as well.
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!
Reviewed March 21, 2024
Spoke with Wes this morning on starting pet insurance for my two cats. He explained it so well and how the different parts would relate to my cats. I am very happy I called and look forward to my cats being insured and it will be a relief for me knowing they have it.
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!
Reviewed March 21, 2024
Amber (agent) explained, answered questions, and made the process easy, personable, and productive. The customer service, extensive coverage, additional wellness plan, cost, and discounts cannot be beat! I would be remiss if I didn’t share Embrace Pet Insurance with others!
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!
Reviewed March 20, 2024
I signed up my pup at 2 years old. At 6 years old, my dog dislocated his knee. They refused coverage because they found a minor, insignificant notation in his vet records about one of his legs when he was a few months old. This happened again recently when my dog developed cataracts after 11 years with no eye issues. They found another insignificant notation made by the vet from when he was a puppy about one of his eyes. They again refused to cover any costs associated. Then there was the continued increase every year I kept the policy going. It started around $40 per Month, but it increased every year to more than $170. That probably adds up to more than $15K paid and I never received any reimbursement from them for any of my reimbursement submissions. That $15K would have covered the knee surgery ($4K) and cataract surgery ($6K) with $5K left over. Instead, I paid them and my vet bills through the years totaling over $25K.
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!
Reviewed March 19, 2024
I purchased this insurance for my pet and I couldn't have asked for nothing else more. It provides protection and assurance that we are safe. My pet is healthy and happy. My pet is doing a good job and recovering from a surgery. She is the one of the member of our family.
Hello September,
Thank you for taking the time to share that feedback, we are happy to hear you’ve had a positive experience!
Reviewed March 19, 2024
They will increase your premiums 30+% Every Year, Year over Year regardless of your pet's age or if they have had any illnesses. By the time I finally cancelled, my 4 year old German Shepherd's premium was More expensive than my own health insurance and we Never Used our coverage for a single medical issue. If this were human insurance these rates would be illegal. This is essentially a scam for well-meaning rich people. I would just keep a credit card handy for big vet bills and skip the scam.
As a former vet tech, I can tell you that an average emergency vet visit with bloodwork, xrays, and IV therapy/medications to go home will run about $5-800, even with 'low' deductible (and high premium) plan options, you would pay a $500 deductible, plus 10% on top of that, so even with an $800 bill you're still paying $600 of that bill, and unless your pet has Multiple emergency visits or serious surgery in a plan year, you're basically paying $1,000 for a $200 discount, if you use the insurance at all. Don't need to be an accountant to figure that one out. This is just another corporate squeeze to siphon money off of the middle class. Save your money, please.
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!
Reviewed March 19, 2024
I called Embrace with some simple questions I needed clarified. I waited less than 5 minutes on hold (on a Monday afternoon!) and the customer service representative, Kristen, patiently answered all my questions. The answer about the illness waiting period helped me decide when to schedule a dental cleaning for my dog.
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!
Reviewed March 18, 2024
I recently put in 3 claims for my dog’s lacerated paw. I was reimbursed a small amount for the first claim. However I received nothing for the two subsequent claims for his laceration (bandage changes and checks that the CUT hadn’t become infected). I was not reimbursed anything for these two visits. I think Embrace’s accident only policy is incredibly misleading when a lacerated paw can be considered an illness and not the accident that it was. I will not be referring Embrace to any friends and family for their pet insurance needs. Additionally, I need to decide whether it is worth keeping your insurance or switching to a company that is a little more honest and forthcoming in their claims.
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.
Reviewed March 18, 2024
We feel that Embrace uses all kinds of stalling tactics to delay paying claims. In the latest, we submitted Chewy invoices for a prescription food ordered by our vet to keep Smokey's intestines healthy. Embrace has already paid vet bills related to this issue, but now wants the invoice we received from Chewy to show his name. Since this is an on-line purchase, it does not print out with the pet's name. However, in view of the history, and the fact that you have to have a vet's prescription to get the food, how could it not be for Smokey. Further, we do not own any other animals.
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!
Reviewed March 16, 2024
My dog needs full hip replacement and Embrace has covered all the pre-surgery consultations in a very timely manner. They have also been awesome at responding to questions and letting me know about the pre-approval process. They are a great company to work with and have given me great peace of mind knowing my fur baby will be covered through this process and anything else that comes our way!
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!
Reviewed March 16, 2024
I purchased a policy for my dog in December 2022 after he tore his ACL, knowing he wouldn’t be covered & it was going to be considered a preexisting condition. Fine, not a problem. As my dog was getting older, I wanted coverage sooner than later. I began spending $100/month on his policy. Fast forward to Dec 2023 he was admitted to the hospital for a suspected insulinoma. Due to having lifelong idiopathic head tremors, they tried to deny his reimbursement because the head tremors caused his tumor. WHAT?!? I was told that Adrienne the claims adjuster had “medical training and knowledge” to make that decision, however I am curious as to what her specialty was in..DVM? Vet tech? Neurology? Oncology? Internal medicine? My guess is none.
Upon planning to appeal and speaking with my dog’s specialist, who confirmed what I already knew - that the two were completely unrelated, I received notification that they changed their mind and my dog's claim would be covered. To me, this means that they did actual research into idiopathic head tremors and insulinomas (which Adrienne hadn’t done before) and learned that his seizures from his insulin secreting tumor were caused from extremely low blood glucose levels due to the increase of insulin from this tumor and NOT his lifelong idiopathic head tremors, which are a benign condition. I understand that they use the information obtained from the vet, however they need to prioritize completing thorough research before making an uneducated and uninformed decision. Seems super unprofessional to me.
They are a typical insurance company and will find any excuse not to try to pay out your claims. It’s a shame because people sign up for pet insurance because they need the help financially. I’m glad that it worked out in my favor but I highly recommend that you advocate for yourself and your pet, because nobody else will! I have seen many reviews where Embrace left their customers on their own.
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.
Reviewed March 16, 2024
Vetted by USAA insurance. Great service and affordable pricing. Was with Trupanion insurance but they raised my prices over $300 in one month. I highly recommend Embrace insurance for anyone that wants to have peace of mind for their pets in their family. Give them a call today or check them out on their web.
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!
Reviewed March 16, 2024
I purchased pet insurance the day I picked my 4 month old kitten up from a neighbor. I am so glad that I did. She was seemingly healthy, playful, and eager to explore her new home with me. I took her to her first vet appointment (so important!! Don’t miss these-you will need it!!) and she passed her exam with nothing to note. A week later, I noticed her acting very sleepy, her appetite was poor and I was concerned. This isn’t kitten behavior. At the advice of my then vet, I took her to an emergency vet and she had a high fever and needed to be admitted. There was no obvious cause, but her bloodwork was terrible. The emergency vet stay alone was $2,000 and the weeks of testing and blood panels and specialist consultations were easy another $1,000. I found out that my baby had only just passed the waiting period the day she got sick, so I was hopeful.
Because I’m a new client and she got sick immediately, it took a lot longer for them to suss out what was happening and my previous vet didn’t revive their communications until I called them personally. But I was in contact with Katie and Ashley and they were so incredibly helpful in getting us sorted out. I would be in considerable debt without pet insurance (would have done it, still) but I can rest easy knowing that whatever turns our lives take together, we will be alright thanks to Embrace.
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!
Reviewed March 16, 2024
I had never had pet insurance before. I adopted a mother cat and her son from a rescue. He had bad teeth and not knowing how much care they had received in the past I felt this was important to have. Once the mother cat got ill the insurance really helped. All the people were so caring and helped me whenever I had questions.
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!
Reviewed March 15, 2024
The Embrace Pet Insurance I've had for more than 7 years intially emailed me that they need more information from an invoice I faxed to them regarding a wellness annual pet exam, when I had already faxed the entire invoice I received. Upon calling the contact number Embrace provided on their sign-in account, it was discovered the invoice had been receive a few minutes after my claim form was faxed and that all was well. The agent I spoke with diagnosed the problem quickly and took the time to explain what had happened and assured me this will be taken care of. It is always a comfort to rely on Embrace for the well-being of my cat.
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!
Reviewed March 15, 2024
Embrace is the best investment we have made for our dog's health. When unexpected health issues arose at 10 months old for our dog, we were able to easily navigate our benefits, upload invoices, and receive prompt replies through the app. We have recommended Embrace to all of our friends with pets.
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!
Reviewed March 15, 2024
Once claim is submitted, I received an email letting me know that it was submitted very quickly. Within as 1 or 2 as or 2 days, I received an email that the claim was processed. The payment arrived a few days later in the mail. I did not have to do any follow up unless I had an issue with the payout. If additional info was needed, Embrace contacts the vet direct with no need for me to get involved.
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!
Reviewed March 12, 2024
It's been over a month and you still haven't closed out my last claim. I didn't even get movement on my last two claims until two weeks after I submitted the claim when I emailed to ask what they needed to close the claims out. Then suddenly the small claim got closed out and requests for more information were sent out. If my dog was younger I would switch companies. You charge too much to have this slow of an experience.
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!
Reviewed March 12, 2024
Claims are paid very quickly, usually within a week, and they cover so much! If you ever have a question, the CSRs are helpful and pleasant. Very easy to track your claims from their app or website. Nothing but praise and recommendations from me, an Embrace customer for 11 years.
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!
Reviewed March 12, 2024
My 6 yr old got very sick. As we rushed him to the urgent care after hours, we did not expect it to be too serious. His blood work revealed he was in big trouble, we were sent over to a vet hospital. Our 'little man of the house' was diagnosed with pancreatitis and diabetes, his blood sugar was 545, he was dehydrated, he was going to be in the vet hospital for several days, maybe more. If you have never been to a vet hospital, you can expect to pay thousands of dollars PER DAY for care, maybe more depending on the treatment. If you cannot pay it, you may have to put your best friend down too soon. For us, this is not an option, at 6 yrs old. Twiggy is the biggest voice in our home. He has put so many smiles on our faces, laughter throughout our home! Our neighbors usually learn his name before they learn mine, as he barks at them every time they are going in their own home! Hey, he is just protecting their house too.
He is a small dog with a huge personality, he is a warm snuggle bug when we cuddle at night, and even let's my cat sleep on the bed too. When I'm sad, he has kissed the tears off of my face, pushed his face into me for a hug, and gives kisses. He is my bestest friend ever and would never leave me to die, and thanks to Embrace, they made it possible to save Twiggy, and give him a chance to live a full life.
The amazing team at Embrace worked magic when I called them to say, Twiggy, needs help! They took the lead from there and took action. Helping me each step of the way so that I could get Twiggy the help he needed in the middle of a crisis. No furbaby should die before their time- Embrace made sure Twiggy, did not leave us too soon. Here are facts ALL pet parents should know- Pet insurance is NOT like health insurance, the vet hospital is not going to verify if your insured and then let you in.
They want money up front and do not care who is paying, but they want ALL the cost up front, AND the projected cost, Example: if he is ready to discharge in two days, it will be 5k, but if it's 3 or 4 days, 8k- so they want the 8k up front before they begin. So please insure your pets and hope you never need it. Embrace is affordable, and they reimbursed my out of pocket cost in less than 10 days. Insuring my best friend through Embrace has turned out to be one of the best decisions I've ever made to protect my dog's health and life.
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.
Reviewed March 10, 2024
I am a brand new client and to the world of pet insurance. After purchasing a new puppy I wanted to get insurance since my last pup went through expensive arthritis and cancer issues her last couple years. So far a terrible experience with Embrace since February 1. Filled out all the paperwork including vet medical history. My vet filled out and signed the orthopedic report.
There are zero issues health wise with my pup, but Embrace continues to reject the paperwork. They are requiring revised paperwork and an additional office visit at my expense just to satisfy their needs. Claims department sent a nasty email stating we are at a standstill with coverage even though I have no claims. Their customer service department keeps transferring me to other departments only to get disconnected and having to start all over again with my story and required follow up.
I’ve invested many stressful hours only to have them come back weeks later saying the forms sent in will not suffice. They promised to call my vet and request them to print out a revised medical history only to find out they did not follow up. It just should not be this difficult to get pet insurance for a young pup and unacceptable that I paid in advance over $1,000 only to find out he is not covered. Considering cancelling and moving to another company. They are also closed weekends. Embrace-You need to treat your customers better!
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.
Reviewed March 9, 2024
I have been very pleased with the responsiveness of Embrace to emails and also their assessment of claims. I also appreciate their website and how much information is made available regarding the status of claims. I do wish they would allow an increase in coverage as my cat ages. I was not aware of this when I lowered insurance a few years back, as this is my first experience with pet insurance.
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.
Reviewed March 9, 2024
I just adopted my kitten in January and have already needed to submit a claim. Once submitted, Embrace promptly notified me via e-mail throughout each step of the process. They stated it could take up to 30 days for my review/potential refund to be completed. However, within only 2 days of submitting my claim, it was reviewed, approved, and I received a refund. Everything from our visit was considered covered under my policy, which were various different complications. I wasn’t refunded much due to the annual deductible, which is ok, because if we ever need to go to the vet again this year (hopefully not), it’ll be covered (90%). It’s very reassuring to know Embrace is so supportive. I highly recommend paying the small additional fee for the exam and prescription coverage!
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.
Reviewed March 8, 2024
I am so glad Clay was the representative who answered my call. Right from the beginning he explained the policy that I requested in full and what my rates would be. He gave me time to think about it and then made a follow-up call and still allowed me to phone him back when I had made my decision. Truthfully he sold the policy, he is a great salesman.
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!
Reviewed March 7, 2024
Both of my dogs are covered by Embrace, and I pay less than $50 a month total for the very best package they offer. Friends and colleagues have said they pay more, and get less coverage from other providers. But more than the price point, I appreciate the ease of their site for submitting claims, and their excellent customer service. I've recommended Embrace to all of my friends, family and colleagues who have pets, and I will continue to do so.
Thank you for the positive feedback, Nick! We are happy to hear you are satisfied with your policy, our claims submission process, coverage, and Customer Care Team! We appreciate you recommending us!
Reviewed March 7, 2024
I cannot say enough good things about Embrace. Submitting a claim is very simple. The timeframe for response regarding my submitted claim has been phenomenal. And the Customer Service team is a pleasure to deal with. I recommend Embrace to everyone I know with a pet. I wish dealing my healthcare insurance was as quick and easy as my experiences with Embrace.
Thank you for sharing your experience, Tammi! We are happy to hear the claims process has been phenomenal and our Customer Care Team is a pleasure to work with! We appreciate you recommending us!
Reviewed March 7, 2024
One of the worst experiences I've ever had with a company. Purchased the insurance and they were very quick to take payment. Medical records were sent in on the third day of coverage, and they took a 2nd payment on month two. Then came an email that my pets had no pre-existing conditions, BUT they weren't going to cover three paragraphs of medical issues. Had to fight for two weeks to cancel the policies and am still fighting to get a full refund as promised, so far they have only refunded a portion of what was charged. Would never recommend them!!!! Insist that the insurer pull the medical records prior to binding coverage.
We are sorry to hear you were disappointed with your policy, Brian. 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 request may be made any time after the policy fourteen (14) day Illness Waiting Period is complete and we will email you the results once they are available.
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: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 sorry to hear you cancelled your policy. We see you already spoke with one of our team members and your policy cancellation has been processed. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.
Reviewed March 6, 2024
Based a claim Denial on an unrelated pre-existing condition even though the vet did not attribute the illness to the pre-existing condition. Reporting to state health insurance board. Read other reviews and this is a common tactic used by Embrace not to pay on large claims. Got this plan through USAA but it is not consistent with USAA's high standards and customer service.
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 see you already spoke with one of our team members, and we appreciate you sharing this feedback.
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
