Customer ReviewsforEmbrace Pet Insurance

BAD FAITH INSURANCE COMPANY. On the Embrace website there is a testimonial written by- no kiddin'----a claim's adjuster for---(wait for it) Embrace Pet Insurance Company. It tells how her retriever puppy ate ibuprofen and needed emergency care because of "his naughty behavior". It claims "all retrievers are naughty..(!!)And Embrace paid her claim in two days. When my dog, Clooney, chewed the lid off a bottle of Aleve, my claim was denied--- bloody vomit and bloody diarrhea was declared an illness not an accident. It cost over $6000 for my dog to receive treatment. When I called to speak to the fictitious author---she didn't exist. I was kept on hold once I brought the testimonial to the attention of the claims adjuster for an hour and then disconnected. Then, after an hour, a home-based employee called me back and told me "there was a mistake" in processing my claim and they were "in the process of correcting their mistake". Read the testimonial and understand that the author and the retriever with the unfortunate name of "STORMTROOPER" do not exist. Embrace had zero intention of paying my claim until they made the ghastly mistake of putting this fictitious piece of garbage on their site for commercial purposes. I beg you to read it. Then read it again. It is pure fiction. Good news-- Clooney is better. I expect the testimonial will be removed. I hope to receive the money due me. Do not choose Embrace and be wary of Forbes recommending Embrace as #1. Embrace is but a cog in the wheel of a huge insurance conglomerate. *** Stormtrooper ----an antisemitic reference is unacceptable gaffe. Surprised the dog wasn't named Hitler.

Hello, I would be happy to explain the situation further on the issues with your claim. We received two claims for your pet for date of service 6/19/24. One claim had a diagnosis provided of an intoxication and this claim was processed and covered on 7/10/24 since an intoxication is an accident and this claim occurred after the accident waiting period. The second claim had diagnoses provided of vomiting and diarrhea. Because this date was within the policies 14-day illness waiting period and vomiting and diarrhea are considered illnesses, the claim was automatically processed as not covered by our system. The reasoning for the second claim not being covered was sent to the customer portal on 7/15/24. It is our standard process that some of our claims are automatically adjudicated by our system based on the diagnoses provided as well as the time in which the claim was submitted. A call was made to Embrace on 7/19/24 to let us know the diagnoses for both claims should be an intoxication. Our claims team attempted to re-open the claim, but through an error in our system, the claim never reopened. A second phone call was made on 9/5/24 to Embrace and the claim was successfully re-opened and covered. We do apologize for the small delay, but are glad we were able to get this processed for you. The testimonial on our website is an accurate description of a true event from an avid Star Wars fan Pet Parent. We do appreciate you sharing this feedback as we are always looking for ways to improve and hope this timeline provides some clarification surrounding your concerns.

All seemed good and the premiums the first year were okay. Had 3 claims the first year, all for ear infections and, even though we didn't get past the deductible, they raised the rates 60% for the second year. Of course they will say it has nothing to do with the claims, but of course it does. It is 100% about the claims. We figured out the ear infections were food allergies (new puppy) and will likely never happen again, but the damage was done and they had no problem jacking up the rates. I'll take my chances and bank the money. Not impressed with Embrace, or the pet insurance industry at all. Remember, they care about the money, not your pet.

Hello ***, thank you for reaching out. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact 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. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. Our end goal is to continue to be there, for our current 500,000+ insured pets and pet parents, and consistently delivering on our promise. That requires us to continue to align the right pricing to the risk of the policy based on the factors mentioned above. We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to explore changing your pet's coverage to better fit your budget, you can do this via your MyEmbrace account, or by giving us a call at ************ and we are happy to help.

My first claim took almost 45 days while they looked for a loophole to deny the claim. After I complained they realized they had unfairly denied the claim and paid it, but they made me wait six weeks. My Rocket is a two-year old rescue Chihuahua. I disclosed to Embrace in November 2023 when I insured him that he was a rescue dog and his medical history was limited. Seven months into the insurance (June 2024) the dog was throwing up, not eating and his stomach was growling, so I took him to the vet and filed a claim. Upon review of his surrender vet intake notes, Embrace determined this was a per-existing anorexia condition because the previous foster parent had reported 11 months earlier he was not eating. Rocket went from surrender, shelter and foster home all in one week. Find me a rescue Chihuahua that doesn't stop eating when he's moved around three times in one week. SHAME ON EMBRACE! They are out of touch with reality and it appears they hunt for loopholes to deny a justifiable claim. And forget calling them - I tried multiple times and the wait is hours long. It seems they are always experiencing high call volumes - one has to wonder why (easy fix, hire more reps or pay more valid claims). I'm truly disappointed, they are not all that they claim to be.

Thank you for sharing your experience, *****. We are sorry to hear about the delays and frustration you encountered with your claim. 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. 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. We strive to be upfront about our coverage and the exclusion of pre-existing conditions. If your pet was showing signs or symptoms of a condition prior to the policy purchase or within the waiting periods, it would not be eligible for coverage. However, we distinguish between temporary and permanent pre-existing conditions. If a pre-existing condition is deemed temporary, and your pet goes 12 consecutive months without any recurrent signs or symptoms, it could be eligible for expiration so we can provide coverage in the future. It’s very important as the administrator of the insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to processing claims and determining pre-existing conditions. If you do not agree with the claim decision, we are always happy to take another look. We recently have had a pre-emptive message up about long hold times as some of our team members have been affected by power outages with recent weather patterns. This is precautionary and our hold times have been averaging well below that. While we occasionally experience a high call volume, we want to assure you we recognize that and are always assessing ways to reduce hold times. We see a team member has reached out to you with an update on the coverage for this claim. We value your feedback and are committed to improving our service based on your experience.

Worst ever. Embrace rated number one but after spending almost 2,000 dollars on my new puppy due to BIRTH DEFECTS that were not evident at first but after she was two months old started to surface Embrace is saying it is preexisting and refusing to pay a penny. My vet even wrote a personal letter explaining this and they are still saying not in waiting period and is preexisting. My Vet and I have done and sent everything Embrace has requested. I just cancelled my policy on her. So go with another pet insurance and stay away from Embrace. They are a total joke!!!!

We are sorry to hear about your negative experience, Barbie. First and foremost, we hope your puppy is feeling better. We understand how frustrating it must be to face difficulties with your claims, especially with significant vet bills. 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 want to ensure you understand that your appeal was approved and covered. We recognize that this process has been challenging and appreciate your patience as we worked through it. If you have any remaining issues or further questions, please reach out to us directly.

This company is outrageous. I gave them one star, but they don't even deserve a single star. I had two policies with Embrace. I never missed a payment on either policy. When my chihuahua, Lucy, got sick and passed I submiited all of the documentation to them. They did not cover or pay ONE CENT. They said it was a pre-existing illness. Lucy passed from a torn heart valve. How is this pre-existing, or anything other than a direct cause of death. They are horrible. No empathy, compassion. They should not be allowed to continue raking in monies on poor sick pets and pet owners. Look for a better company that will take care of you and your pets in a compassionate way.

Hello, Patricia. First and foremost, we are so sorry to hear about the passing of your furry companion. We want to assure you we love paying claims and 92% of our claims qualify for coverage. We are unable to provide coverage for pre-existing conditions, which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions. c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing. Since Lucy had a mitral valve abnormality as a permanent exclusion any related treatments or charges related to that condition would not be eligible for coverage. We see you have been in contact with the adjuster who processed Lucy's medical history review. We appreciate you sharing this feedback as we are always look for ways to improve while still abiding by our policy Terms and Conditions and please know we are thinking of you during this difficult time.

We were paying $102 a month for accident or illness. My Pekingese had had cervical IVDD treated medically for the first time just before we got the policy so I never submit bills for this not covered. I had found a tick in the back of our car where our dog sits a few weeks before she favored a leg then stopped but was extremely lethargic. Our regular vet could not fit her in and the veterinarian who is a top neurologist did. By the time we got to his office, 90 miles one way she was back to normal. Energetic running and walking. He ruled out IVDD notes said no pain lameness could he detected and did an 12 tick titer panel. I submitted the bill and the claims rep we got turned it down saying something about hips. Veterinary hospital emailed back they did not understand this because no hips in record not what my dog was in for. Claims then ignored findings not related to IVDD and fact tock panel done and turned down claim saying could be IVDD. When I responded you do not do a tick panel for IVDD claims said if positive claim could be paid. Two titers came back positive and I paid $25 for doxycline to treat titers. Veterinarian also sent Embrace a letter saying none of the reasons for denying the claim had anything to do with the visit and GiGi was being treated for positive titer results. The $25 for doxycline was approved and put towards $500 deductible but the $865 bill was denied despite the letter from the hospital and two raised titers. Claims rep tried to say titer that was higher than 1:64 was lower which sheet from lab showed was not true. I called spoke to a supervisor her response was to take back the $25 towards the claim. We cancelled but in my opinion this is fraud and the $865 should have $500 deductible then the 80 percent left should be sent to our account. We paid for coverage of illness this is first time our pekingese has ever had a tick borne illness and Embrace made up excuses not to pay.

Thanks for reaching out. This pet’s policy started on 7/8/23 and the waiting periods ended on 7/10/23 (accidents), 7/22/23 (illnesses), and 8/31/23 (orthopedic conditions). Our policy requires a medical review for all pets before we can process an illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. Pre-existing conditions also exclude any related/underlying conditions and/or clinical signs. Gigi’s original medical review was completed on 8/11/23 and an email was sent outlining any pre-existing conditions on the policy. The review found Gigi to have several pre-existing conditions, three of which being a permanent exclusion for IVDD (intervertebral disc disease) , a temporary exclusion for decreased range of motion in the hips with an eligible expiration of 6/23/24, and a temporary exclusion for bilateral forelimb lameness with an eligible expiration date of 6/27/24. The records indicated Gigi was originally seen on 6/23/23 for neck pain and forelimb lameness and an MRI revealed multiple cervical disc protrusions and a moderately compressed disc. This visit created both exclusions for Gigi and since it was not clear if the lameness was related to the back issues, it was listed as a separate exclusion. On 10/19/23 Gigi was officially diagnosed with IVDD via MRI and the exclusion was made permanent. On 11/4/23, it was noted Gigi was still limping on and off. As this appeared to be continued lameness from the IVDD episode, the forelimb lameness exclusion was also made permanent. This excluded Gigi from coverage for IVDD and any related conditions, clinical signs, or treatment. Ms. Mcmahon submitted a claim for 7/16/24 with diagnoses of an abnormal lab value and lameness. The medical records noted Gigi cried out when walking for a few minutes and was noted to be favoring her front legs before laying down. Blood work, radiographs, and an MRI were recommended, but only blood work was done. There was no mention in the records provided that a tick had been found; however, a tick panel was sent out. The records did not list any differential or confirmed diagnoses for the visit. At the time the claim was processed because we could not rule out a pre-existing condition as a cause for the issues, we were unable to cover the claim submitted. Ms. M****** has submitted an appeal, and it is currently being reviewed by our underwriters to determine if coverage can be overturned. The appeal process takes up to 15 business days and Ms. M****** will receive the results on her customer portal once it’s been completed.

I have the same complaint as Joshua B below. Before purchasing this insurance you should understand that pre-existing conditions also includes "clinical signs" according to policy language. This is not consistent with the standard medical understanding of a pre-existing "condition." Any common symptom experienced by your pet within the prior 12 months is denied. When pets get sick they have very common typical clinical signs (vomiting, diarrhea, loss of appetite, fever, cough). This allows the company to deny almost any claim for illness. High premiums with no coverage. I bought this policy through ******  I do not recommend it.

We are sorry to hear you were disappointed with your policy. 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 IV – EXCLUSIONS Pre-existing Conditions; i. If your Pet has been treated for Undiagnosed vomiting and/or diarrhea prior to the end of your Pet’s Waiting Period, your Pet must be free of conditions with the same Clinical Signs for twelve (12) consecutive months before any conditions with the same Clinical Signs may be covered again. We do distinguish between temporary and permanent pre-existing conditions. If a pre-existing conditions is deemed temporary, if your pet goes 12 consecutive months without any recurrent signs or symptoms it could be eligible for expiration so we can provide coverage in the future. We want to assure you we love paying claims and 92% of our claims qualify for coverage. It’s very important as the administrator of an insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to determining pre-existing conditions and processing claims. We appreciate you sharing this feedback as we are always look for ways to improve while still abiding by our policy Terms and Conditions.

USE ANOTHER INSURANCE COMPANY IF YOU CAN! For reference, I work in the veterinary medicine industry and think how they handled my situation was very poor. Background: Several years ago, I adopted my cat who already had FIV (feline immunodeficiency virus) prior to me adopting him. Having a veterinary medicine background, I knew that it was risky getting insurance for a cat with a pre-existing condition (the FIV). So at that time, Embrace had a live chat service. I went on the chat to make sure they would cover my cat with FIV. I was reassured with whomever was on the other side that I would have no issues and that Embrace would help cover my cat if anything were to happen to him. So I went ahead and signed him up. 3 years go by and my cat never had any issues. Just recently, unfortunately, he was hospitalized 2 nights for inappetence and vomiting, very common GI issues for any cat. To no surprise, Embrace didn't cover any of it due to my cat having the pre-existing condition of FIV. Obviously, had I known 3 years ago that they basically won't cover ANYTHING that happens to my cat, I wouldn't have signed up and paid the last 3 years worth of insurance money. I appealed my claim multiple times and got denied. I am beyond frustrated. I am changing all my pets to another pet insurance company and will not be recommending Embrace to anybody.

Hello Renee, thank you for reaching out. We value your feedback as a member of the Veterinary Industry. 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. At the start of your policy, we did not have a live chat feature, but 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. This 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. Since this review wasn't requested, after your first claim was submitted the review process was initiated. An email with the results of the medical history review, including how an FIV exclusion would affect your coverage was sent on 1/24/23, and an accident only policy was recommended at that time. We are sorry to hear your coverage did not turn out as you had hoped. 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. We appreciate you sharing this feedback as we are always look for ways to improve while still abiding by our policy Terms and Conditions.

Watch out! I moved from California (ranked #1 in cost of veterinary care) to New Jersey (ranked #4) and when I notified Embrace, the premium for next year went from $1870 for my two 12-year old dogs to $3200 - a 70% increase. The $1870 reflected the annual increase that I expected as my dogs are aging, but the additional $1300 was due ONLY to a move to another state. Clearly, Embrace was using the move as an opportunity to force me out of their coverage. I have been with them for 12 years and have had one claim. Because I have been with them since the beginning, they promise to cover the dogs regardless of any previous medical history. When I called, I was told that the price of veterinary care is higher, therefore justifying the premium increase. FALSE! Avoid them!!!!!!!!!!!!!!!!!!!!

Hello *******, thank you for reaching out. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact 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. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. A premium increase can also occur with an address change. Things that make your location increase your premium are things such as average claim trends in that area, and cost of living. We do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. If you'd like to explore changing your pet's coverage to better fit your budget, you can do this via your MyEmbrace account, or by giving us a call at ************ and we are happy to help.