Embrace | Pet Insurance Review

My claim for care at the emergency pet hospital was originally rejected because Embrace said it was a preexisting condition. I appealed the decision and explained that the original time I brought my cat in I was told that there was nothing wrong, so there was no preexisting condition. Embrace reviewed the claim and said it had been coded incorrectly and they then honored the claim. I don't know where the wrong coding came from--the vet or Embrace. I am pleased that Embrace ultimately honored the claim but I am not pleased that I had to go through an appeal to get there. Getting to speak to someone on the phone entailed a number of very long waits on hold and a rep who told me--incorrectly, it turned out--that it was definitely a preexisting condition.

It's so easy to complete a claims form. Timely responses and refunds paid directly.

I found it very frustrating when submitting a claim because of the lack of feedback from the company. The claim was "in review" for weeks and weeks. When I would email, no reply. When I called, I had to be on hold for 20 min each time. The person on the phone would assure me it was in process, but then it was eventually put "on hold." I had to make several more phone calls (on hold 20min each time) and explain the situation over and over, before someone could finally tell me what simple piece of paper was missing. This information could have been called or texted to me when reviewing the claim, and at the very least, listed in the portal for me to see when I logged in to check the progress. Although I ultimately received my claim reimbursement, it took almost 8 weeks due to their lack of communication- even though I had done everything on my end. It was as if they were just hoping I would forget and not follow through on it. It took over 1.5h of my time to get to the bottom of it even though it was a straight forward case. When it was all done, there was no acknowledgement of how poorly it had been handled. It would be better to be assigned a specific person who was reviewing the claim to contact directly, instead of having to go through it with someone new every time. Some accountability would be nice.

Information had to repeatedly be sent. I called the vet and they had already sent it to you twice. It seem as though it was just a tactic to take longer to pay my claim. Claims not required for payment was processed really fast. Whether or not you need to pay or not pay a claim , it should be processed quickly and and efficiently.

Both of the times we’ve sent in claims, our vet has provided the pertinent info immediately, but we’ve received several emails from Embrace, saying that they’re still waiting on the vet. Frustrating.