Embrace | Pet Insurance Review

My family adopted 3 pets and bought their insurance plan, at the recommendation of my insurance company. Now the adjusters keep denying my sons dogs current claim and any future claims - called to talk to a supervisor and they were all out , doubt they will even call me back on monday what a disappointing company and will definitely be contacting my insurance company telling them about their service and recommend them not to send people their way

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Happy for this website

For all of the problems I've had with this company, you'd think they'd stop sending me emails asking me to rate them. My 13 year old senior cat recently started showing signs of being ill so I ran her to the vet. Turns out she somehow ended up with an infection. I do my part on my end. She's listed with Embrace as a permanently healthy pet and I pay my premiums every month. I know I do because the only option to pay I have is for them to automatically take a payment off of a credit card and there is no way to change the payment date. So, all good on my end as the paying customer. I submitted the paperwork for her appointment that clear as day showed the date of her vet appointment was on Sunday, 4/16/2023. I submitted the paperwork to them the same day as the appointment, and the one thing they usually have done well is get the paperwork processed quickly. But up to Thursday I hadn't heard anything. So I called and asked, "Is there a problem with the documents I submitted?" and the girl said, "No. I'm looking at it. Everything looks good. There should not be a problem with your claim." This next morning I get an email from Embrace that Zeva's $237 infection claim was being denied because her vet appointment that took place *last* *Sunday* as of the day of this writing was more than 60 days ago. Again.... They were denying her claim because her vet appointment that took place *LAST* *SUNDAY* was somehow more than 60 days ago. Whomever processed her paperwork just didn't want to pay the claim. So they decided that her appointment that happened last Sunday actually happened on 4/16/*2021* and thus that's more than 60 days ago so they weren't going to pay it...and they were willing to risk that I was just going to take that.....that I was not going to stand up for my baby girl who is sitting at home with an infection. Why is this company offering pet insurance services if they don't want to help sick pets and their owners in emergencies like this? So I proceeded to light up someone over there and remind them that my insurance policy is a binding legal contract, so is the documentation that proves I was at the veterinarian’s office on 4/16/2023, not 4/16/2021 like they want it to be. The testimony from the people from the vets office backing me up that I was there on 4/16/2023 wouldn’t look great for them either. They do not get to alter reality to decide where I was and when so they would be wise to pay the claim. The guy looked at the documentation and was like, “Yea it clearly says 2023 on here." I was then told it would take another 15 days for it to process, again. But I got an email in about an hour that the claim had been approved in full…but not for the full amount. I was only getting back about $56 because they were taking out $175 for her deductible. So, with this my full deductible is paid for her now...on top of being a permanently healthy pet and receiving my premiums on time every month. But, let’s see what excuse they try to find to not cover a legitimate claim until I call raising hell next time.

I continue to be satisfied with Embrace! Their customer service is a pleasure to work with. Always professional, helpful, and super friendly.