Reviews
This profile includes reviews for Embrace Pet Insurance's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 181 Customer Reviews
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Review fromVivian A
Date: 07/28/2025
1 star????? Extremely Disappointed – Avoiding Responsibility
I became a policyholder with Embrace Pet Insurance for my three dogs and submitted all their health records from the start, using the same trusted vet for years. Earlier this year, one of my dogs developed a benign tumor that required removal. Since then, it has been nothing but frustration and delays.
Despite providing every document requested — including full cooperation from my vet — the company continuously found new reasons to avoid reimbursing me. Each time I satisfied one demand, another popped up. It became clear they were more focused on avoiding payment than supporting pet owners.
After months of wasted time and stress, I finally canceled my policy. Very disappointing experience for a company that claims to care about pets and their families.
Embrace Pet Insurance
Date: 07/29/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by ****** ****** on 7/28/2025.
On 3/3/2025, claim number *********** was submitted and subsequently set to pending as our team worked to verify if *** ******'s pet had a valid pre-policy exam or if the illness waiting period on her policy would need to be extended. The claim is currently pending while we verify the pet's medical history and determine if any conditions are pre-existing. Once this process is complete, the claim will be re-opened.
Per our Terms and Conditions, in order for a policy's illness waiting to end, the pet must have had a qualifying exam to determine the pet's health coming into the policy and we must be provided the related medical history. ****** ******’s policy was cancelled effective 7/28/2025 at the policyholder's request.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromMarilyn P
Date: 07/23/2025
1 starDisappointed After 16 Years – Outrageous Premium Hike
I’ve been a loyal Embrace Pet Insurance customer for 16 years, insuring six different animals through them. Over that time, I rarely used the insurance, but I paid consistently, trusting they’d be there when I needed them. That trust is now completely broken.
Out of nowhere, they’ve raised my monthly premium from $237.46 to $478.99. That’s more than double. Their only suggestion? Lower the coverage on my 16-year-old cats. Seriously? After all these years of loyalty and minimal claims, this is how they treat longtime customers?
I’ve never experienced anything like this before, even with pets that have aged or passed. It feels dishonest, and it’s unacceptable. I’m pulling my remaining pet, Shiloh, off their policy immediately. I refuse to go through this again as he gets older.
I’ll be switching providers and removing any positive reviews I’ve left in the past. If you’re considering Embrace, think twice.
If anyone has recommendations for a pet insurance company that doesn’t do this, please share. I’m done with Embrace.Embrace Pet Insurance
Date: 07/25/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by ******* **** on 7/23/2025.
Per Embrace's Terms and Conditions, we may change your premium, but you will be notified of any changes in writing prior to the changes taking place.
Embrace understands that substantial premium increases are challenging to navigate, and they are impacting the pet insurance industry as a whole. Some providers have chosen to cancel many of their policies—over 100,000 in some cases—or reduce coverage without the policyholder’s consent, these actions are being taken to maintain financial stability. Embrace's goal is instead to work closely with each of our policyholders to explore personalized solutions and adjust coverage as needed, to provide support as we are able, during this time.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromJ. S.
Date: 07/23/2025
1 starTerrible service I didn’t know I miss it by one day my policy I thought my courage was supposed to start immediately on 5/20/25 to find out started on 5/22/25 I want some of explanation on this immediately my money refundedEmbrace Pet Insurance
Date: 07/25/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by J**** ******* on 7/23/2025.
Upon a policy being sold with Embrace, or a pet's coverage being added to an existing policy, the policyholder must first agree to a set of acknowledgements outlining the coverage selected and important details about the sale.
The policyholder is then provided with all relevant policy documents associated with the sale or coverage change. These document's notate the coverage start date, elected coverage limits and waiting periods, along with providing a copy of the policy's Terms and Conditions. These documents are to be reviewed by the policyholder and they are to reach out to Embrace with any questions or concerns.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.J. S.
Date: 07/28/2025
Not satisfied at all by one day you got me should better explain the plan betterReview fromPaul C
Date: 07/21/2025
1 starAbsolutely Disgraceful
I'm a disabled veteran that only used Embrace because **** endorses it. These people refused to acknowledge or process the claim to put my service dog to rest. It was her 3rd claim ever. This company gladly took tens of thousands of dollars from me over years with no claims then refused to acknowledge or even process the 3rd and final claim that would have resulted in a few hundred bucks of reimbursement. I would never in a million years insure a pet with these scumbags.Embrace Pet Insurance
Date: 07/23/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by **** ********* on 7/21/25.
On 7/22/2025, claim number ************ was submitted and subsequently processed. The charged invoices on this claim were partially covered. *** *********** policy was closed effective 7/20/2025 in light of his pet passing and Embrace extends our condolences to his family during this difficult time.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromCampbell B
Date: 07/16/2025
1 starDishonest and scamming pet insurance practice. They lure you in with lower rate and within 2 years the rate increased by 300% (from $60 to close to $300 PER month) while coverage max remains $5,000. When i called to cancel the plan, they cheated me into staying by offering me a lower rate for "another 12 months" and i specifically asked if that rate was valid for 12 months and they said yes which later refused to honor or share the phone recording. I continued paying $156 something for a few more months with no usage at all just to learn that they already increased my renewal to close to $300. I requested to speak to a supervisor and she gave me the general answers as she did to other complaints filed here which were basically just b/s. I've been paying additional few hundred dollars for nothing.
Embrace used to be good and reliable but seems to go downhill quickly this year.Embrace Pet Insurance
Date: 07/17/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by ******** ***** on 7/16/2025.
Per our Terms and Conditions, we may change your premium but you will be notified of any changes in writing. Embrace's premiums are based on actuarial data of all the policies we have in force, and the main factors that impact premiums each year include the age of the pet, tenure of the policy, and inflation, which includes increases in veterinary costs. Embrace's premium increases do meet all state compliance standards and policies are structured in a way to allow each pet parent the ability to change their coverage parameters as needed to adjust the premium based on what they feel is best for their individual pet and situation.
In Insurance, generally, when a change to coverage is made mid-term, the changes made are applicable for the rest of the term and the renewal date on the policy remains the same. At renewal, the premium of the policy is subject to change based on a variety of factors, such as those described previously.
Embrace understands that significant premium increases are challenging to navigate and with this, our goal is to work closely with each policyholder to explore solutions as needed to support you during this time.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromRosina P
Date: 07/14/2025
1 starI have had a policy with Embrace Pet insurance for more than two years, at a cost of $85.79, for a total of more than $2,000. They have turned down both of my invoices for reimbursement for timing reasons, which is absurd. They first requested documents which both I and my vet provided multiple times, dragging the process out for months. They decided that they no longer accept JPEGs or DropBox files somewhere during those weeks. DO NOT EVER USE EMBRACE, unless you want to be effed.Embrace Pet Insurance
Date: 07/15/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by ****** ***** on 7/14/2025.
On 6/12/2025, claim number *********** was submitted and subsequently closed. The charged invoices on this claim were denied coverage pursuant to the Policy’s claim submission timeframe. Similarly, on 7/9/2025, claim number *********** was submitted and subsequently closed with no coverage provided due to the the claim being a late submission.
Per our Terms and Conditions, these claims are not eligible for coverage as they were submitted outside of the valid claim submission timeframe for the related policy term(s).
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromElisabetta R
Date: 07/10/2025
1 starFrustrating Experience – Still Waiting for Claims to Be Paid
Never had such a difficult time submitting claims as I have with this company. They requested an overwhelming number of documents and I had to make multiple phone calls just to get four claims considered, not even approved yet.
What’s most frustrating is that they claim to be unable to obtain records from any of the vets involved – which makes no sense. Instead, I had to chase down and collect everything myself, which has been time-consuming and stressful.
Payments have been put on hold indefinitely, and the whole process has felt like a constant uphill battle. I truly wish I had read the reviews beforehand.
Still waiting… and hoping… for the claims to actually be paid.Embrace Pet Insurance
Date: 07/11/2025
**** ****** ******** *******
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by ********** ******* on 7/10/2025.
On 7/2/2024, claim number *********** was submitted and subsequently set to pending on 8/12/2024 as Embrace did not have *** ********* **** *********, full pre-policy medical history. On 12/10/2024, 1/25/2025 and 6/18/2025 subsequent claims were submitted for ******* and also set to pending until this information is received and reviewed from all pertinent veterinary providers.
Per our Terms and Conditions, Embrace must have access to a pet's full pre-policy medical history in order to determine their health coming into the policy and properly advise on coverage for claim submissions. Once this information is received for *******, the claims in question will be re-opened and processed accordingly.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromS. H
Date: 07/07/2025
1 starI specifically called to inquire about preventative maintenance options for my pets. After paying into a policy suggested by one of the representatives, I was informed that I could not get reimbursed. Before canceling, I was offered the option to pay for another policy that does cover this reimbursement. It's ridiculous that I was paying into this policy for an entire year only to find out that I could not submit my claim for my cat's vaccinations. This feels very misleading, and I feel that I was ripped off.Embrace Pet Insurance
Date: 07/08/2025
Dear Better Business Bureau,
EMBRACE PET INSURANCE is responding on behalf of AMERICAN MODERN INSURANCE GROUP to the complaint filed by ** ****** on 7/7/2025.
On 7/3/2025, claim numbers *********** and *********** were submitted and subsequently processed. On 7/4/2025, the claims were completed. The charged invoices on these claims were denied coverage as the related invoices contained items eligible only under Embrace's optional Wellness Rewards coverage.
Per our Terms and Conditions, the cost of services related to routine and preventative care are not eligible for coverage. These items are only eligible for coverage under Embrace's optional Wellness Rewards program, if it is elected to be added to an insurance plan. ** ******' policy did not include this optional coverage.
** ******' policy is set to be cancelled on 7/20/2025 at the end of the current policy term, per their request.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.Review fromKaio Q
Date: 06/25/2025
1 starThis is by far one of the most dishonest and unreliable insurance companies I’ve dealt with. They go out of their way to deny legitimate claims, using false accusations and outdated or irrelevant information to justify their refusal. In my case, they falsely claimed I had overlapping coverage with a Canadian policy that was cancelled over three years ago—an absurd and baseless excuse.
Their behavior suggests either gross incompetence or serious financial instability. Either way, they’re clearly more interested in avoiding payouts than providing actual coverage or support.
Avoid this company at all costs. Do not trust them. Do not give them your money.Review fromWill T
Date: 06/24/2025
1 starTL;DR: Embrace used our dog's experience of diarrhea in a shelter as a puppy to establish a pre-existing condition that has lasted 1.5 years despite the infrequency of symptoms (any single admission of vomiting / diarrhea resets a 12-month clock), and recently used it to get them out of covering an exam and x-ray for panting, gagging, and extreme lethargy. This is disingenuous at best, and a shady practice at worst. We took our dog Jeeves into the vet on 3/19/25 a day after he demonstrated excessive panting, gagging, and extreme lethargy. He had never acted like that in the 1.5 years that we've had him, and it was alarming. Of course, at the vet, he was acting much more normal, and ultimately they gave him something for esophagitis to help him with any lingering irritation since clearly whatever was the original cause had passed. To be safe, he was given an x-ray to see if he had swallowed a foreign object, but they didn't find anything. I went back and forth with Embrace and my vet for months, giving his entire medical history, and even a letter from our vet to appeal the decision, but the result never changed - Embrace decided not to cover the bill because of Jeeves' pre-existing condition of diarrhea. In my opinion, the pre-existing condition policy in general is a bit unfair, but we understood when we signed up that diarrhea and related symptoms (such as vomiting) would not be covered, and we accepted that. The key issue is that four days before we took Jeeves to the vet, and well before he showed any symptoms or acted unusual in any way, he had a single instance of vomiting. As any pet owner would realize, the vomiting was the result of drinking way too much water too fast after running around. Obviously unrelated. But since it was in the vet's records, it became enough to link everything to his pre-existing condition. Any vet could tell you this is a stretch. It's been a very frustrating waste of our time and we are not happy with how this was handled.Embrace Pet Insurance
Date: 07/02/2025
Dear Better Business Bureau,
Embrace Pet Insurance is responding on behalf of American Modern Insurance Group to the complaint filed by ******* ******* on 6/24/2025.
On 3/21/25, claim number *********** was processed and found to be ineligible for coverage. The charges on the invoice were ineligible for coverage as they were related to pre-existing conditions (vomiting and diarrhea) that were noted within the policy’s illness waiting period. Pre-existing conditions are classified as any abnormality in a patient’s normally healthy state and exclude any related clinical signs and conditions.
Per our Terms and Conditions, vomiting and diarrhea are not eligible for coverage as they were both noted during ******’ illness waiting period. Some conditions might be eligible for coverage, if the pet remains free from any related issues for twelve months. Currently, ****** has not remained free of vomiting or diarrhea for twelve months as indicated by his medical records.
An appeal was received on 5/14/25 in relation to the previously mentioned claim. It was determined that the decision on the claim could not be overturned because ****** was noted to have vomited and have soft stool. Medical records indicated that ****** had been gagging, vomited, and started gagging again. As gagging can be an indicator of nausea and vomiting was noted as well as soft stool, the claim decision was unable to be overturned due to the relation to the pre-existing conditions.
We appreciate the opportunity to address these concerns and are committed to ensuring fair treatment for all our clients.
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