Embrace | Pet Insurance Review

What Embrace Does Well: The customer-facing staff are polite and responsive. The policy options seem comprehensive at first glance, and onboarding was straightforward. I had hope that this would be a reliable safety net for my pets. Where It Falls Short: The claims process has been exhausting and deeply frustrating. What I didn't anticipate was being made to feel like I have to fight for coverage I'm already paying for — at every level, including underwriting. The exclusions are overbroad, and the burden of proof falls entirely on the pet parent, not the insurer. I have spent an enormous amount of personal time and energy trying to ensure my pets receive the care they deserve. It has been so consuming that I've had to set aside other matters. That level of stress is not what anyone signs up for when purchasing pet insurance. What They Could Improve: Embrace needs to reconsider how its claims and underwriting process treats its customers. A pet insurance company should be a partner in your pet's care — not an adversary. The current process feels combative rather than supportive, and that needs to change. Broaden your approach to coverage, reduce the unnecessary burden on policyholders, and back up the pleasantries with a process that actually reflects care

First year - great. Renew your policy and they screw you! On my latest claim, I have been waiting and waiting for them to adjudicate my claim and reimburse me for my pet’s meds, a claim they have covered for a year. But, I made the mistake of renewing my policy and they increased the cost dramatically and have not covered a claim since. They try to relate everything to preexisting conditions. This latest claim was always covered, but all of a sudden they say my claim is incomplete. Again, they were great at first, but once they have you hooked, they’ll rip you off and delay or deny routine claims.

If you’re thinking about choosing Embrace for your pet insurance, I would strongly recommend looking at other options first. I paid a high monthly premium expecting support when my dog needed medical care the most. When my dog was diagnosed with pneumonia, Embrace classified it as a pre-existing condition and denied my claim. After months of paying for insurance, I received no reimbursement for my dog’s treatment. What makes this even more disappointing is that my dog has now passed away, and instead of receiving the support I expected during such a difficult time, I’ve been dealing with the added stress of denied claims and ongoing reimbursement issues while grieving the loss of my beloved pet. Pet insurance is supposed to provide peace of mind during emergencies, but my experience has been the opposite. Paying high premiums only to have claims denied when they matter most has been incredibly frustrating and heartbreaking. Based on my experience, I cannot recommend Embrace.

Great response. Very professional

Called for general customer service and was on hold for 17 minutes. Very off putting for a relatively new policyholder.