Embrace | Pet Insurance Review

Embrace is the absolute worst insurer - I would caution everyone against using them. They are refusing to cover my dog's orthopedic issues, even though they were not pre-existing. Not only that, it took me months to get them to review, and then weeks of begging them to respond. They never did. Plus you have to wait hours on the phone to speak with someone. I will never use them again. They are a terrible organization.

Very frustrating working with Embrace. I have a puppy that just turned a year old, she has no pre existing anything and she developed a few masses that we had removed and biopsied. They keep asking for paperwork from my vet so I kept sending it. I have send every document that I have on her from the time I got her. The vet sent the same paperwork. Then they said they needed more information from my vet and that they requested it but my vet said they have never contacted them. Now they are saying that my claim is in review. I pay $33.16 for insurance and $35.42 for wellness. The wellness claims pay fairly quickly but now that I submitted a $1200 claim for the mass removal they claim that they need more information even though I have sent it several times being sure to include and highlight the doctors notes. Every time I send them what they ask for they ask for something else. But everything they ask for is in the medical records I already sent. You can not get through on the phone no matter what time or day you call. I feel like they are stalling and trying to come up with a reason to deny the claim. I cannot help feeling like I am getting scammed. It has been over 5 weeks and now they send me an email stating "Banfield Pet Hospital has sent us the history and it's currently in line to be reviewed by an adjuster. It will take approximately 10 business days for the history to be reviewed after which your claim status will change and it will be ready to be reviewed." Apparently they do not have enough staff to help their customers in a timely manner and the staff they have have no idea how to articulate exactly what they need in order to complete a claim. I am not sure that $68.58 a month is worth the headache. She is only one year old so we are considering just opening a savings account and putting that money in there in case of an emergency. We have to pay up front out of pocket anyway and then wait god knows how long to see if our claim will even be accepted and how much we will get reimbursed.

We use Embrace for our cats. It has covered our older cat that had hyperthyroidism well, but beware of previous conditions. They have “temporary exclusions” which they say will go away after a year, but they have refused coverage on these conditions even after the temporary exclusion has expired. This has been the case with elevated liver enzymes, conjunctivitis, and upper respiratory infections for both my older cat and my two one year old cats. This might be the norm in the industry, but I find their advertising of “temporary exclusions” underhanded and dishonest.

First, let me start by stating that I have had a TERRIBLE time with Embrace. My dog Otter was diagnosed with neck pain, and the two claims were denied because he was in his orthopedic waiting period. When my vet appealed, they were still denied, because it might be orthopedic. When he was taken to a neurologist (claim #3 - for the same issue, now to a specialist), and they found meningeal enhancement (and even performed a spinal tap to determine the cause), they denied the claim - why? Pre-existing condition - of a neurological issue that might be orthopedic (but is clearly not). How do I know? Because I have a PhD from the UGA College of Veterinary Medicine, and I reviewed meningeal enhancement (the diagnosis), which is undoubtedly a neurological issue. The neurologist even wrote that there was no orthopedic involvement in the notes! How does a neurological issue of meningeal enhancement that starts four months after the policy started become "Anxiety and Abnormal Behavior" to the claims adjuster, which are conveniently not covered? Otter is doing better now after a course of prednisone, many thanks to the neurologist that treated him and absolutely no thanks to Embrace.

My lab will be 13 yrs old this month…. She has survived 2 major surgeries and a number of different illnesses through the years! Embrace Insurance has been there for everything.,… and their customer service is always reachable and very helpful… I will never be without Embrace for my animals!