Embrace | Pet Insurance Review

Was guided to Embrace by USAA and have been very happy with the entire process and response to claims submitted. Consistently quick and accurate.

Edit: after waiting 30 minutes on the phone, I was able to get this issue resolved and changed to 3 stars. It is still not good that I received repeated emails with vague instructions, a strange email where a claim was closed for a dog of mine that has not been with us for over 8 years, and then being forced to call to have it all corrected. I hope this situation doesn't repeat. I previously have been happy with Embrace, but after paying into insurance for over 7 years I am suddenly being given the run around with my claims. I have submitted claims for my pet's regular prescriptions as done every other time for the last year, and I receive a series of frustrating, vague emails that the pdfs are missing information. It's the same receipt I've sent every other time. The emails do not clarify what is missing. After 3 times of this same email being sent to me for the same claim, suddenly someone says that my pets name needs to be on the form and the service date (it never has before and the service date is the order date... on the form). I try to send additional information with screenshots of my dog's prescription showing her name, and my claims are suddenly just closed. Further, in trying to call Embrace to resolve this, there is a message they are short staffed and that you may be waiting over 30 minutes to speak with someone. I don't know what has suddenly happened to this company, but it has declined in quality and service and ability to handle claims properly without the customer incredibly frustrated, wasting hours of their time to correct these issues.

A rough start as rules to how to submit information but with hardly any issues our claim was handled. Overall very Happy and if ever a next time (hope there isn’t) I will know the rules and things will move much smoother

They provide on time notification about the progress of reviewing claims submitted to them.

I worked with Kyle while going through a lost claim check during the claim process. Kyle was great with his customer service and actually listened instead of waiting for his turn to talk. I finally received my claim monies via direct deposit (Kyle’s idea) and just wanted to say thanks to Kyle again. I think he deserves a pizza party.