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Business Profile

Pet Insurance

Embrace Pet Insurance

Complaints

This profile includes complaints for Embrace Pet Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 136 total complaints in the last 3 years.
    • 39 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/10/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 6/04/2025 I took my then 1 year old German Shepherd to the vet for an ear infection. My Wellness Plan covers $300. I filed the claim and sent all requested documents to Embrace. I was notified several times after that that they still needed his medical records. My vet and I both sent this information. Then they send a request for the invoice claiming it was illegible! It was sent again as a PDF. My claim is on hold with Embrace still requesting my dogs records!!
      On 6/30/2025 I had to take my dog to an Emergency Vet with what was diagnosed as Kennel Cough! I filled the claim sending documentation. Once again request after request is sent to me for the records. The Emergency Vet has sent all requested records as I have as well!
      They have requested the last 12 months records from the Emergency Vet who has seen my dog ONCE!
      I have sent them his entire life records from his vet that covers 8/24 to present!
      The ER Vet claim is pending as nd the Wellness is in hold!
      Apparently Embrace either has poor internal communications or does not like to play the claims submitted!
      I have notified them that if this is not resolved I will take legal actions against them!
      I now have a third claim from a follow up appointment from today and I’m hesitant to even file it due to the run around I anticipate!

      Business Response

      Date: 07/14/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance is responding on behalf of ******** ****** ********* Group to the complaint filed by ****** **********

      On 6/6/25, a claim was submitted for her pet ***** for date
      of service 6/4/25 and was subsequently placed in a pending state due to the
      need for a medical history review. As this was the first illness claim received,
      a medical review is required in order to determine any pre-existing conditions
      on the policy as those are excluded from coverage. As we need to gather and
      review any records from 12 months prior to the policy start up to the end of
      the waiting period, the medical review can take up to 30 business days to
      complete. This timeframe was explained in an email that was sent on 6/10/25.

      Embrace contacted any veterinary clinics added by the
      insured and requested medical records on 6/10/25. If records are not received within 5 business days, a second request is then sent. The medical review cannot be
      completed until all the required records are received. Embrace sent
      communications regarding the status of the claim and an adjuster also explained
      what records were still needed on 7/3/25 via email. An additional claim was submitted
      for ***** on 7/1/25, which was also placed in a pending state for the medical review.

      Upon review of the medical records on 7/8/25, several visits/pages
      were missing from the records sent by ******** *** Hospital and an adjuster
      reached out to the veterinary clinic directly to have those missing pages
      submitted to us for review. The insured was also CC’d on this email.

      The medical review was completed on 7/11/25, which was
      within the 30-day timeframe. On 7/11/25, both pending claims were re-opened,
      and they were processed and covered on 7/14/25.

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients.

      Warm Regards,

      ****** ********, Technical Claims Manager

    • Initial Complaint

      Date:07/02/2025

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Embrace Pet Insurance constantly stalls on paying claims I submit. They always indicate that I have not sent a complete invoice for the bill which isn't true.
      I think it is their way to not pay what is due.

      Business Response

      Date: 07/14/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance is responding on behalf of American
      Modern Insurance Group to the complaint filed by ****** *******

      Several claims for their pet *** have been submitted for
      this policy, but the most recent claim was submitted on 6/14/25 for date of
      service 6/2/25 and was subsequently set to pending a complete invoice. Upon review
      of the submitted invoice, the date of service was cut off and the year was not
      visible. In order for us to process a claim, the invoice must be complete and
      contain all the necessary information for us to confirm the claim date of
      service and all charges. A member of our claims coordinator team is reaching
      out to the veterinary clinic to confirm the date of service.  

      We reviewed the prior claims history and other claims had
      been previously placed in a pending state for a missing or incomplete invoice,
      but once the complete invoice was received, those claims were processed and
      covered according to the terms and conditions of the policy. Additionally, even
      claims that needed more information prior to processing were all still
      processed within our typical timeframe of 10-15 business days.

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients.

      Warm Regards,

      ****** ********* Technical Claims Manager

      Customer Answer

      Date: 07/14/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]




      Regards,


      ****** ******







      They received plenty of claims with complete invoices.  They just like to stall reimbursing claims.

       
    • Initial Complaint

      Date:06/26/2025

      Type:Billing Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Embrace pet insurance arbitrary and deceptive practice around the definition of pre-existing conditions, lack of transparency in policies around claims, denial of claims even though conditions around waiting periods have been met. Failure to inform customers upon reviewing initial medical histories that later are determined to be pre-existing conditions.

      Business Response

      Date: 06/30/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance is responding on behalf of American
      Modern Insurance Group to the complaint filed by ********* ********

      On 5/21/25 and 5/22/25, three claims and one pre-certification
      were submitted with a diagnosis of constipation. The claims were subsequently placed
      in a pending state as a medical review was required prior to processing. The
      medical review allows Embrace to review medical records from the 12 months
      prior to the policy through the end of the waiting periods in order to
      determine any pre-existing conditions. On 6/25/25 and 6/26/25, the claims and
      pre-certification were re-opened and processed. The claims and
      pre-certification were ineligible for coverage pursuant to the policy’s terms
      and conditions as the condition being claimed is pre-existing.

      Per our terms and conditions, pre-existing conditions, which include diagnosed
      illnesses and injuries as well as undiagnosed clinical signs are excluded from
      coverage. An illness is any sickness or disease, and a clinical sign is any change
      in a pet’s normal healthy state. This would also exclude any related
      conditions. As the claimed condition fits our definition of a pre-existing
      condition, it is not eligible for coverage.

      An escalation to a claims manager was received on 6/25/25 in
      relation to the previously mentioned claims. The insured was given information
      on how to appeal the claim decisions and once that information is received, an
      appeal will be opened.  

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients.

      Warm Regards,

      ****** ********
      Technical Claims Manager

      Customer Answer

      Date: 07/01/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response provided by the business regarding complaint ID ********, and I find the appeals process offered by the business to not address policy changes that would satisfy the concerns placed in the Complaint. 

      This writer intends to follow through with the appeals process, but will seek alternative remedies.



      Regards,



      ********* ******




    • Initial Complaint

      Date:06/21/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We paid for it for 8+ years of Embrace insurance for our dog, starting in 2016, and never missed a payment.

      In March 2025, my automatic payment somehow didn't go through, and they cancelled my policy! All of these emails went into my spam folder so I had no idea. Now my dog's back was hurt and I was left without insurance without my knowledge. I never bothered to watch this insurance closely as we were only getting it for catastrophic medical events like this.

      Business Response

      Date: 06/24/2025

      Dear Better Business Bureau, 
      EMBRACE PET INSURANCE is responding on behalf of ******** ****** ********* ***** to the complaint filed by ***** *********** on 6/21/2025. 

      If we are unable to process the policy premium, there is a small grace period before the policy would be set to cancel. We do send several emailed notices along with a mailed letter to the primary address on file for the policy letting the Pet Parent know we couldn't process their payment and warning them of the pending cancellation.

      Per our Terms and Conditions, when a policy is canceled for nonpayment of premium, Embrace may, at our option, reinstate the policy. However, policies canceled for nonpayment of premium are subject to underwriting review prior to reinstatement being offered or approved. 

      We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients. 

    • Initial Complaint

      Date:05/17/2025

      Type:Order Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We initiated the business relationship on April 6, 2025. To get our 3 dogs on their policy, we needed to provide them with our pet’s veterinary records.
      1. We emailed them to Embrace.
      2. They emailed us back asking for the records.
      4. We emailed them to them again.
      3. They emailed us again asking for the records.
      And so forth about 7 times. The last time, 2 days after they emailed us again asking for the records, they suddenly emailed us saying that 2 of our dogs were accepted.
      -At this point it’s evident that their departments aren’t communicating with each other.-
      Then they send an email saying they still need records for our other dog. I sent them 2 PDF files containing his records. In response, they sent an email stating they still need his records. I sent the PDF files again and asked for a real phone call from a real person to discuss what they are looking for/what we are missing. We had given them the entirety of his records multiple times. In response, they emailed us stating they need his records.
      I called multiple times and was put on hold for such time that I had to end the call to get on with my day. Finally I reached a real person, and he said he’d have CJ Best, the manager?? call me. The next day at around the same time when she had not called, I called asking for her. Again I was told she will call, within 24-48 hrs of my first request. The next day she still hadn’t called. I called and was told she lost her voice, so email her. I did, and got no response.
      -it’s evident that they do not want to help resolve this. It is frightening to me to think of getting this type of treatment and run around in a situation where I might be trying to get approval for a medical procedure for my puppies.- So we canceled our policy the next day, today, May 16th. We were told that we would get a prorated refund based on the month’s time where they needed access to the records and that wasn’t met!
      We want a FULL Refund.

      Business Response

      Date: 05/20/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance is responding on behalf of American
      Modern Insurance Group to the complaint filed by ***** ******

      On 4/24/25, medical history reviews were requested by Mr.
      ***** for all three of his dogs, ******* ******* *** ****** When a medical
      history review is requested, an automated request goes out to the veterinary
      clinics we have on file for each pet. Additionally, Mr. ***** submitted the
      medical records for his pets. When medical records are received, they are set
      in line to be attached to each individual pet, during that time another request
      was sent to the clinic for records.

      Indigo and Ochre’s medical history reviews were completed on
      5/1/25. When their records were attached to their accounts, a mistake was made
      on Embrace’s part and Ceasar’s records were missed. Since the request for
      medical records was still open for him on our end, the automated requests and
      emails continued to send.

      Mr. ***** did reach out to speak with the adjuster working
      on Ceasar’s medical history review to try and resolve the matter. At that time,
      the adjuster was unable to work due to an illness. Mr. ***** called back two
      days later and was advised to email the adjuster as they were unable to speak
      on the phone. This way they would still be able to have their concerns
      addressed.

      The following day, Mr. ***** cancelled their policy with us,
      and an exception was made to provide them with a full refund of the policy
      premium they have incurred instead of the normal prorated refund.

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients.

      Warm Regards,

      ****** ********* *****
      ********* ****** *******

      Customer Answer

      Date: 05/27/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]



      Better Business Bureau:



      I have reviewed the response provided by the business regarding complaint ID ********, and I find the resolution is satisfactory. 



      Regards,


      ***** *****




    • Initial Complaint

      Date:05/12/2025

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Embrace keeps asking for the same medical records they have and been sent to delay the claim

      Business Response

      Date: 05/16/2025

      Dear Better Business Bureau,

      Embrace Pet ********* is responding on behalf of ********
      ****** ********* ***** to the complaint filed by **** ******.

      On 5/2/25, claim number #*********** was submitted and
      subsequently set to pending as Mr. ******** pet ****** had a pre-existing
      condition related to the submitted claim that was eligible for expiration, but
      medical records were required for this process. On 5/13/25, this claim was
      reopened and processed. The claim was unfortunately ineligible for coverage as
      the pre-existing condition was not eligible for expiration as ****** continued
      to have clinical signs and/or treatment related to it and did not go twelve
      months without any clinical signs.

      Per our terms and conditions, temporary pre-existing
      conditions are eligible for expiration as long as a pet remains free of all
      clinical signs/symptoms/treatments for twelve months. A medical records request
      was sent to ******’s veterinarian once the claim was reviewed by an adjuster.
      The response we received from the veterinary clinic was incomplete as it did
      not include all the records that were requested. This was confirmed by the
      number of claims that Mr. ****** submitted to us. An adjuster called for
      ******’s records on 5/13/25, at that time we did receive the missing records,
      were able to update the pre-existing condition and process the pending claim.

      Mr. ****** has since cancelled their policy with us.

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients.

      Warm Regards,

      Ashley ********, R.V.T
      Technical Claims Manager

      Customer Answer

      Date: 05/16/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]




      Regards,



      **** ******









       
    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Cancelled Pet Insurance in February, was charged for the policy that was cancelled in March, called made complaints, took a week to get reimbursed. Was just charged again April 24th for the cancelled policy

      Business Response

      Date: 04/25/2025

      Dear Better Business Bureau, EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by **** ***** on 4/24/2025.

      **** ******s policy was cancelled effective 3/22/2025, at the request of the Pet Parent. The policy was subsequently charged on 3/23/2025 for the next month's premium and this charge was then refunded on 3/31/25. The policy was then billed again on 4/23/2025 and Embrace took action to resolve this matter. The refund of this charge is currently pending and Embrace has ensured Mr. ***** is not to be billed further.

      We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.

      Customer Answer

      Date: 04/26/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      This is the 2nd time this has happened, the first time it took a week to get my money back, its now been 2 days and still i have not been refunded. 



      Regards,


      **** *****









       

      Business Response

      Date: 04/29/2025

      Dear Better Business Bureau, EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint rebuttal filed by **** ***** on 04/28/2025. The March premium refund has been successfully processed and the refund for the April premium is currently pending at the approval of Mr. ******* financial institution. The refunded amount, $406.06, should be available in Mr. ******s account within five to seven business days, if not sooner. We have sent confirmation of these refunds directly to Mr. Drutz, as well, for his records. The policy is cancelled, and no other charges will be deducted or refunded after this transaction. We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.


    • Initial Complaint

      Date:04/22/2025

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On Wednesday April 9th of 2025 I took my cat pet **** to the emergency vet because he had accidentally eaten something and he was in pain, they did all kinds of test for him, they found Cristal’s on his urine because of something that he accidentally ate, probably the plastic he ended up pooping after they gave him some medicine. the Embrace insurance I have is for supposedly accidents, this company not only was charging me $20 something dollars before for I don’t know what because I took my pet for check up and they said that was not cover, so when I tried to cancel they told me they would offer me to pay less just for accident related issues, and now that I had this unfortunate situation and after I sent the Information twice and sending a message, they are acting like they did not receive complete information, and I sent my claim attachment twice, an now saying and did not sent a complete information to support my claim, I tried canceling before but unfortunately I believe this time would be legit on supporting what they said on that call when I tried to cancel the first time. I want them to reimburse what they said they cover in accidental related charges.

      Business Response

      Date: 04/30/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance is responding on behalf of ******** ****** ********* ****p to the complaint filed by ****** ******.

      On 4/10/25, claim number *********** was submitted and
      subsequently set to pending as a page was missing from the invoice. On 4/24/25,
      the claim was reopened and processed as the full invoice was received from the
      clinic. The charges on this invoice were not eligible for coverage as Edulia
      Guzman has an accident only policy for **** and **** was seen for an illness,
      which is not eligible for coverage under his current policy.
      Per our terms and conditions, an accident is noted as
      something that is an unexpected or unintended event that causes and injury to
      your pet. An illness is described as a sickness, disease, or any change in a pet’s
      normal healthy state that is not caused by an injury.

      When **** was recently seen, he was noted to have been
      taking additional time in the litter box. After diagnostics were performed,
      **** was noted to have urinary crystals. Urinary crystals develop due to the
      level of hydrogen (pH) leading to a buildup of minerals that create the
      crystals. Since urinary crystals develop due to an imbalance in a pet’s pH and
      is a change in their normal healthy state, we are unable to provide coverage
      for ****** visit as urinary crystals are not caused by an accident and he only
      has coverage for accidents.

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients. 

      Warm Regards,

      ****** ********

      Claims Technical Manager

      Customer Answer

      Date: 04/30/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      **** had no prior illness before this and I have proof that he was in good health before this accident. He was provided medication like this for him to be able to poop what he accidentally had eaten that day prior to me rushing him to the hospital, I have a picture of what he popped after that. This is not the first time they would not honor a request for refund on a matter they promised to give for a costumer just as myself to keep you from canceling the insurance, I do believe they are a fraud noticing now the number of complaints they have for the same matter. 




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]




      Regards,



      ****** ******









       

      Business Response

      Date: 05/01/2025

      Dear Better Business Bureau,

      When **** was recently seen for medical
      treatment, it was noted prior to his visit that he had already passed a piece
      of plastic.

      At the time of his visit, the residing veterinarian did not state
      this to be the cause of ****** medical concern and no treatment was
      provided for an accident. **** was only treated for urinary illnesses at the
      time of his visit, including a urinary tract infection and urinary crystals.

      **** has coverage for accidents only and no treatment was provided for an accident. The medical records confirm that **** was seen for an illness
      only, as coverage is not available for illnesses, we are unable to provide
      coverage for ****** claim.

      Warm Regards,

      ****** ********
      Technical Claims Manager


      Customer Answer

      Date: 05/01/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

      **** had no prior illness before this, no pain and no complains about anything until that day because he was in pain for something, HE WAS FINE A DAY BEFORE, if I knew he had some type of illness that had been there I would have taken him to his reg veterinary but like I said he had nothing before that until we say what he had taken a bite of. I know you are doing this because obviously you don’t want to pay, this is so wrong of you want to take away hard earned money from people all the time when all we want to do is is make sure we take care of our pet because at the end that are children and big part of our family, same on you for ripping people off. And I stand by what I have said and sent. 




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]




      Regards,



      ****** ******









       

    • Initial Complaint

      Date:04/19/2025

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Embrace pet insurance has no way for people to contact them. There are phone numbers but nobody answers them. There is no email address. while there is a certain amount of self service activity allowed, I just got married and changed my name and I have no way of changing it in the account and no way of reaching them. I'm going to have to mail them a letter which is the most ridiculous thing known to man. They also cheat when it comes to pre-existing conditions because they give you a list of pre-existing conditions when you sign up but then they arbitrarily add things to it as they feel like, which sounds illegal to me -- it is certainly in violation of the policy as stated.

      Business Response

      Date: 04/23/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance (EPI) is responding on behalf of
      American Modern Insurance Group to the complaint filed by **** ******

      Ms. ***** has stated that she has been unable to get in
      contact with anyone at EPI via phone or email to conduct a name change for her
      last name. During the month of March, Ms. ***** had multiple email exchanges
      with two claims adjusters and two phone calls with customer service
      representatives. Throughout these communications, there was no request for a
      name change and no further communications requesting for a name change.  

      A name change request has been made on behalf of Ms. ***** as she has provided
      us with her new last name.

      A review was also conducted of *****’s account to confirm
      her pre-existing conditions. Pre-existing conditions were determined for ***** when her
      medical history review was originally conducted, and Ms. ***** was notified via
      email of those pre-existing conditions. Since then, no new pre-existing conditions have been added to the policy. 

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients.

      Warm Regards,

      ****** ********
      Technical Claims Manager

    • Initial Complaint

      Date:04/08/2025

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We took out a policy for our dog -- we have satisfied all requirements and medical history-- they determined their exclusions both temporary and permanent. They still refuse to resolve our dogs veterinary claims (outside the exclusions) , I have called week after week and they say the same thing -- We need more medical history, they is no more to give, this is going nowhere. We have closed the account and canceled the policy. We would like a full refund and apology. I strongly believe this is a scam operation because they clearly have no intention of making good on the service they should be providing. I have enclose our policy with start date and our account number and the amount we have paid. Our claims are on record as are my phone calls and interaction with customer service.

      Business Response

      Date: 04/10/2025

      Dear Better Business Bureau,

      Embrace Pet Insurance is responding on behalf of ******** ****** ********* ***** to the complaint filed by **** *******

      On 2/22/25, claims *********** *** *********** were
      submitted and subsequently set to pending as the medical history review for ******’s
      orthopedic waiting period was not complete. As these are the first orthopedic
      claims for ******, a review of the records is required to assess for any
      orthopedic pre-existing conditions before processing the claims. The illness medical
      history review was previously completed for ******, which allows us to only
      process claims related to illnesses.

      When ******** orthopedic claims were received, a medical
      history review was prompted to complete ******** orthopedic waiting period as
      we did not have all of her medical records for the review. The adjuster working
      on ******** review confirmed this information by reaching out to ******** veterinarian.
      We have recently received continued medical records for ****** and they are
      in-line to complete the review of ******** orthopedic waiting period.

      *** ****** has since cancelled their policy with us.

      We appreciate the opportunity to address these concerns and
      are committed to ensuring fair treatment for all our clients. 

      Warm Regards,

      ****** ********* Technical Claims Manager

      Customer Answer

      Date: 04/10/2025

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.




      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      BBB,

      Am I to believe after a full review of my dogs medical records and a detailed explanation of exceptions and exemptions which I have attached -- once new claims are put forth they are going to request further records and waiting periods?  Scam!!!!



      Regards,


      **** ******









       

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