Embrace | Pet Insurance Review

My experience with Embrace Pet Insurance: My puppy had several items considered pre-existing, so for us the illness coverage did not seem as beneficial as we expected. My recommendation is to have your dog’s evaluation completed through Embrace first and ask detailed questions—don’t automatically assume that every visit or service will apply toward your deductible. Ricky had all of his vaccinations, routine wellness care, and overall has been a healthy puppy. However, at 17 months old, they noted tartar buildup on his teeth, which was something I did not expect. For now, I decided to keep accident coverage on his policy. Thank you.

As a policyholder with 2 pet's actively covered with Illness and Accident insurance I am writing this review to document what has become a problematic pattern of claim-handling and policy underwriting by Embrace Pet Insurance. The actions taken by Embrace's Underwriters while my claims have been under appeal are unacceptable and appear to be punitive grasping at whatever is beneficial for Embrace to deny and extend exclusions while selectively overlooking any information that would help my pet's coverage. Following recent single preventative visit at a Veterinary Clinic, Embrace did not process the day's visit as one unified file. Instead, they fragmented the single invoice into three separate claim numbers. This claim splitting complicates the administrative paper trail for the consumer. Furthermore, the carrier has applied highly inconsistent interpretations of our medical history. They classified an acute parasite (Giardia) as a pre-existing condition, despite documentation showing the pet was asymptomatic and the visit was a pre-scheduled annual preventative appointment. They also utilized a diagnostic blood panel—which was independently authorized and grant-funded weeks prior for gastrointestinal tracking—as a chronological anchor to extend a service window and deny an unrelated ear condition. Most concerning is the compounding nature of their internal review process. When I exercised my contractual right to appeal the initial decisions, the internal review tiers responded by retroactively expanding the scope of policy exclusions and extending exclusion timelines. With the Chief Underwriter adding exclusions to a policy that had already been established. documented in their correspondence today, they are applying broad policy definitions to group distinct medical events together, effectively resetting the 12-month curative period and creating a continuous exclusion loop. This is to benefit Embrace and deny any future coverage for my pet. A clever but highly questionable tactic that leaves my pet vulnerable. The carrier has resisted a transparent resolution at every step of the internal appeal process, additionally placed claims on hold for over 30 day's without providing a substantial reason for the delay, failing to provide updates within the alloted policy timeframe. .I have been forced to escalate four separate claims across five complaints to the State Insurance Commission. I advise other consumers to closely audit their Explanation of Benefits and keep meticulous records when dealing with this carrier's underwriting department. The rubberstamped apology at the end of each determination feels hollow especially when they made it clear that the decision was not reached independently. In just this short time I have learned much. I will gladly end all business with Embrace at the the of this policy. Embrace’s invitation to contact and discuss the issues thier very own team has created is not welcoming.

So far we just got set up but our customer service rep was outstanding , very personable and pleasant .

ABSOLUTELY THE WORST PET INSURANCE. PLEASE STAY AWAY FROM THIS AND INSTEAD SIGN UP FOR SPOT OR LEMONADE, THEY ARE TRULY SO MUCH BETTER THAN THIS SCAM OF AN 'INSURANCE.' THEY ARE WITHOLDING OUR VERY FIRST CLAIM WHICH IS NOT EVEN A SIGNIFICANT AMOUNT AND THEY CLAIM THEY DON'T HAVE THE INVOICE WHICH WE HAVE SENT THREE TIMES. THEY DON'T COMMUNICATE, THEY DON'T UPDATE, NOTHING. ABSOLUTELY HORRIBLE AND FRANKLY THEY SHOULD BE REPORTED TO THE BETTER BUSINESS BUREAU. I SEE ALL THE HORRIBLE REVIEWS AND IT MAKES MY HEART SINK TO THINK THAT WE HAVE BEEN GIVING THEM OUR HARD EARNED MONEY FOR SEVERAL MONTHS AND THEY DO NOTHING. THEY ARE A SCAM.

I could not process a claim due to a malfunction at their web site. The Customer Service rep gave me a quick work-around over the phone. She was very efficient and a pleasure to deal with.