Embrace | Pet Insurance Review

I purchased both Wellness and Illness coverage for my 2 cats. Two months later, after manually providing all the vet records requested, they were still requesting records before claims could be processed. They insisted my cat saw a vet he never saw. They pulled out terms from the records and misdiagnosed conditions, such as "dilated pupils", calling them pre-existing conditions. These had nothing to do with any of the claims, which were for simple things like ear infections and teeth cleaning. Only one claim was ever approved. In the end, I found it more cost effective to save the $169 month rather than pay Embrace for no services at all. I cancelled the policy. However Embrace did not stop. They continued to bill me and contact my vets asking for medical records (which had already been provided). After three phone calls, I hope this stops, but the last call was this week. I told them I will file a BBB complaint if this continues. Update: Even after the reply from Embrace below, they pulled more money from my account on March 30th. This is over 30 days from my policy cancellation and against the law. There are no more claims to process. I am filling a complaint with the insurance commissioner.

We have been to multiple specialists over the past 2 years with our Lab mix for different issues. We have not had one claim denied or questioned. That has been true since our first Lab in 2011! Most recently there was a mixup with an invoice that ended up being a duplicate claim and we were being reimbursed twice. I called Embrace as soon as I received an email saying the bill was being covered again. I wanted to be honest with them about it and Sarah was able to look into it and figure out what needed to be done right away. Submitting claims through their app has made the whole process so easy. I tell everyone that pet insurance is important to sign up for as soon as they get a dog. Of course, I recommend Embrace to them and a number of friends have done so!

It took about a month to process my first claim, which seems like a long time. It also took an hour of being in hold to speak with anyone. Customer service was very helpful. I cannot open the document which breaks down explanation of what they covered, but it did cover most of my claim.

I just love the way Embrace handles a claim ASAP. I cannot be more happier … It is such a relief knowing that I have pet insurance to cover my dogs expenses!.. after researching with other pet insurances, Embrace, at the best prices, and covered more than other insurances did I am very pleased!

This was one of the worst experiences I’ve had with Embrace. My dog recently received an X-ray for $871.82 embrace refunded me $250 from my wellness and not the full $871.82 even though my policy covers X-rays. No one has yet to follow up to correct this.