Embrace | Pet Insurance Review

My decision to get pet insurance weighed on any potential pre-existing conditions my cat may have, as she's had some urinary issues in the past and I don't want to be surprised if they won't cover future claims. I requested a medical review the day I started my policy, but they require you to wait 14 days. After giving them all the vet information, they say you won't hear anything during the 30 days it takes for them to do the review. After 30 days I follow up several times to see where the results are, to find out that they don't have records from one of the vets. It's now been 40 days and they have sent a single email to the vet, no follow up emails or call (and I didn't know we were waiting on this, not the review or I would've called). They send another request and I call the vet the same day and they say they've already sent the records and have no record of any other requests being sent! I ask the Embrace rep for proof of their first request and they relent--they did not send a request for 38 days. Apparently "We, unfortunately, cannot monitor each and every request sent daily but we try and make sure everything runs as smoothly as possible." means they send at best one email and do nothing else without your intervention. At my job, I would be expected to follow up and, if a customer is coming to me after a month of waiting, I would be calling, not emailing, to get a response ASAP. I assume this lack of tenacity extends to their claims processing. Only after sending another email do they promise to rush the actual review. Once I got the review, I noticed they had dates of lab work incorrect so the curable pre-existing conditions wouldn't be waived for an additional 2 months. I'm sure I could've fought this but I didn't see a point. I'd rather just pay vet bills than add this kind of back and forth to my workload. Of course when I asked for the 40 extra days they made me wait for the medical results to be added to my pro-rated refund when I cancelled, they said "we can't do a full refund" which was not what I was asking for. Their attention to detail is atrocious. This was a waste of my time and $100.

After enlisting with Embrace for our Cocker Spaniel, we were disappointed about some the coverages they eliminated due to pre-existing conditions. After sending in rebuttal letters from our vets, they reviewed them and re-assessed their initial posture and allowed coverage that they had denied before. I appreciated that they were willing to be reasonable in re-evaluating our case.

It was easy to submit my claim online and they handled my claim in a speedy manner.

I've had my Embrace policy for several years and never had to use it-until now. My fur baby, Puggsley, became ill out of the blue and I tried everything to save him, but sadly I lost him. I called Embrace the day after and wanted to ask what my options were and they were FANTASTIC!!! I was covered to the max amount on my policy and the claims process was very easy. The young man I spoke to was very helpful and caring. I really appreciated this during such a painful time. I will definantely use them again, if I do adopt another pet. Thank you to the EMBRACE team for everything!!!

I wish I could upload a file (pdf) in the app. Other than that it was convenient, quick, and easy.