Embrace | Pet Insurance Review

After canceling I was assured that I would receive a full refund. I have not received my refund.

I've used Embrace for years. Their terms are pretty standard, their customer service is outstanding, their representatives are very nice to work with and conscientious.

They find loopholes to get out of paying for claims that should be reimbursed. Nearly every claim comes back denied, even if my policy clearly states it should be covered. They consistently tell me they cannot get ahold of my veterinary office when I know this is not true. They use this as an excuse to not provide reimbursement even when I have proof that my vet responds to them promptly and gives them everything they need. Their definition of pre-existing conditions is a joke. My vet says they see Embrace deny more claims than other companies. I wish I would have asked them or done more research before choosing Embrace. Big lesson learned, I highly advise against going with this company. Read the reviews on Better Business Bureau for more accurate reviews.

On 6/15/23, my Service Dog was seen at an Animal Emergency for a foreign body ingestion. I was advised by my claims adjuster, Taylor VanCamp that my claim had been approved in writing (attached) with the breakdown of payments and Explanation of Benefits at approximately 2:41pm PST. Please note, however, that I am highly perplexed after just received yet another email from Ms. Taylor VanCamp (after being advised that she was not in the office today) advising me that my claim is now "Pending", after receiving an Approval email yesterday indicating my claim for Cammi's foreign body ingestion has been paid and that I would receive said reimbursement within two (2) days. I am attaching this Approval email from 6/15/23 for your reference as well. I was then told by Ms. Jenna Mahan that Embrace can “correct their error” to start this process again even after I was advised my claim was approved and refunded the claim costs. At this time, I must once again request this matter's immediate attention and resolution, as I have been attempting to reach Ms. VanCamp via telephone this morning as well as Ms. Jenna Mahan -- to no avail thus far. As such and as previously advised, this matter remains grossly unresolved and time-urgent, and I must request said matter's resolution as soon as possible, as I pursue the aforementioned assistance with media Consumer Protection Advocates to ensure that my rights are protected, and that my beloved Service Dog's coverages are honored in full and urgently. It is utterly appalling and unacceptable that this company would approve my claim in writing and then renege on this — meriting urgent resolution and full approval of said claim prior to all aforementioned actions. These insurance companies need to be held accountable for this abuse of its paying customers and I request urgent resolution as a result of the distress caused by this neglect. Thank you kindly in advance once again for your expedient attention to this ongoing and highly distressing matter, and I look forward to speaking at your earliest convenience to ensure this matter's full resolution and closure.

Good customer service .