Embrace | Pet Insurance Review

We've had EMBRACE for 4 years. Luckily we've never needed to use our insurance until recently. The app is super easy to use. Uploaded the necessary documents and hit send. I was notified that the documents were received and were being reviewed. Money was in the bank a few days later. Thank you for being there for us!

Well the price went up so I changed company

Embrace Pet Insurance tells customers that the turn-around time for processing a claim is 10-15 working days (No weekends or holidays). They say you can submit the claims via email, "snail mail", or portal. If you choose NOT to use the portal, the delay in reviewing claims is excessively long. For example, I emailed all my documentation on 6/20/2024 and their claims department did not even open the email for 8 days. Then you add the so-called 10-15 days for processing. I have contacted their VP's office and they give stupid reasons why they cannot process emails directly/immediately. Basically, the portal method is not as easy as sending it directly via email. So... if you choose not to use the portal (not easy for people who are not computer savvy), your claims are DELAYED and you are being penalized. It means a lot to get reimbursement when your veterinarian bill is in thousands of dollars. I will be getting a second dog this month and I have already found another pet insurance company that advertises quick returns on claims. Embrace needs to realize that there are many new pet insurance companies available, and they will lose customers if they continue to be complacent. If my present dog did not have a pre-existing problem, I would drop that lousy insurance in a New York second.

Updated- Please Review My Personal Experience In my personal experience, it appears that the company in question prioritizes collecting payments rather than fulfilling their obligations to cover veterinary bills. The persistent efforts to dispute every aspect of coverage can be draining and ultimately not worth the hassle. When a company requires intervention to adhere to its own policies, it raises concerns about their credibility and reliability. If they resist a minor claim, it calls into question their commitment to honoring more significant claims in the future. In my case, the company distorted a simple claim, disregarded the trial period, and created a preexisting condition after the coverage started 2 weeks later to deny a legitimate reimbursement for a veterinary exam. Despite medical documentation not supporting their claim, they persisted in their refusal. Following an appeal and adjustments to my coverage, I have taken steps to assert my rights and hold the company accountable for their actions. For me, this is not simply a matter of cost but of principle. I refuse to pay for a service that requires excessive effort and excessive intervention for basic reimbursements. Integrity and adherence to policy should be the cornerstone of any insurance provider, not just friendly customer service. In conclusion, actions speak louder than words, and I expect my insurance provider to uphold their commitments with transparency and integrity.

It’s hard to put into words how a company serves its customers, especially when communicating is difficult and time consuming. The employees were very friendly, but hampered by electronic glitches and time constraints. I appealed a decision not to deny my dogs treatment twice and they did finally reimburse me for the services to which I am grateful. There must be a better way to apply and process applications. Thank you very much for the opportunity to speak.