Embrace | Pet Insurance Review

The reimbursement pricing the communication on specific claims. You are attached to USAA and they are starting to falter as well. Only selected this product as it was backed by USAA. I'm not completely satisfied.

On 6/1 I completed the applications for two pets’ insurance. I submitted my dog’s healthy medical visit documents and was awaiting to set my cats next vet appointment, however, I received an email from Embrace that indicated that both my pets were now fully insured. This confused me so I called Embrace again thinking perhaps I misunderstood the policy. I called in to see if Embrace had all that was needed for my cat’s health insurance, I was affirmed from the customer service agent that nothing more was needed, they had everything for my cat and he was fully insured. I asked again whether they needed another healthy wellness check prior to affirming my cats insurance was good, however, I was affirmed 2 more times that Embrace had everything they needed. Then I emailed on 7/12 and asked if his insurance is active, because I wanted it in writing. “Thank you for reaching out regarding your policy. I did take a look at Anikin’s policy and it was purchased the same day as Koda’s policy… it is active. “ This was over three months ago. When my cat had a uti I took him to the vet 8/26 and then it wasn’t until AFTER I SUBMITTED THE CLAIM TO EMBRACE that Embrace contacted me 9/14, 9/19, to say that it is missing his heathy vet check. Now I am being denied my claim because they said they never received the healthy wellness check from my vet. I am beyond furious because I have been paying for the insurance for MONTHS. When I asked to be sent the phone call recording /chat recording I was told that the request was against compliance rules. I was also told that regardless what I was told on the phone, needing the health check is written in the 17 page manual, so that is what they refer to, regardless what their rep told me. I am furious. When I asked to speak to a supervisor I was told one would return my call within 48 hours. What a joke! If I was a customer service representative or someone who worked for this agency, and a client was missing important paperwork for three months, I would be calling them. The email I received said there is nothing that I needed to do, so I was foolish enough to believe them. I will publish this review as often as I can until I get an appropriate response.

Excuses were found not to pay for services. And now excuses given not to pay for future claims due to what has been presented. So why should I continue to pay for your insurance?????

I'm not a serial complainer and don’t post a lot of bad reviews, but Embrace deserves one. I originally chose Embrace because of their discount to USAA members and my rationale that, by affiliation, Embrace would be the same sort of top-notch and scrupulous insurance company that USAA is. I was mistaken and very disappointed. Embrace isn't a terrible company, but like many insurers, they will bend every word and phrase in the insurance agreement to their benefit in order to deny coverage, and they have provisions in their policy that are one-sided and irrational to the point of absurdity. Then they'll lay on the fake sympathy when they tell you how disappointed they are that they can't cover your claim. Here's an example. First, the exact policy provision: "If your Pet showed Clinical Signs of any Dermatological Condition prior to the end of the Waiting Period, your Pet must be free of any Dermatological Conditions for twelve (12) consecutive months before any Dermatological Conditions may be covered again." Next, here’s how that shook out in real life. Our dog had a sarcoma (cancerous growth) between her toes removed in January 2022, several weeks prior to signing up for pet insurance with Embrace, so we understood and agreed that was a pre-existing condition for which we would not expect coverage. In August 2022, my dog irritated that same paw on a walk when she stepped on something. We took her in to the vet, who suggested that we soak her paw in an Epsom salt bath for a week, which resolved the issue. Embrace denied coverage for that vet visit (~$100), claiming that because the veterinarian didn't specifically rule out a recurrence of sarcoma in her visit notes, that they couldn’t rule it out as a pre-existing condition. This is despite the fact that the recommended course of treatment (Epsom salt baths and no recommendation for a biopsy) was not consistent with a recurrence of sarcoma. At our request, the veterinarian amended her notes to specifically state the obvious - that it was a skin irritation of the foot and not a recurrence of carcinoma - which we forwarded to Embrace as an appeal a couple weeks ago. After digging for a couple days to find a new reason to deny the claim, this time around, they essentially said "well, you got us on the sarcoma thing, but we're still denying coverage” because – and get this – she had folliculitis ON HER SCALP in September 2021, four months before taking out the policy and eleven months before the FOOT irritation. Yes, they denied the claim for a reason they didn't originally think of the first time they processed the claim, which shows how much work they'll put into finding reasons to deny a ~$100 claim. Imagine the time they’ll put into larger claims. Adding insult to injury, they wrote their denials with way-over-the-top patronizing fake sympathy, stating how "unfortunately" they could not provide coverage, and how sorry they were that they couldn't, as if they shared in my misfortune, and as if denying claims didn't positively affect their bottom line. “Unfortunately” and “I’m sorry” seem to be their favorite words, and they’ll likely appear in Embrace’s response to this review, along with a statement that it pains them when they can't provide coverage for a condition. Don't be fooled like I was. If you're looking for a different kind of insurance company, look elsewhere.

Experience with Embrace was amazing. Hassle free, Fast Turn Around Time & representatives are very helpful.