Embrace | Pet Insurance Review

Horrible, do not use this company to insure your pet. They will claim that anything is a pre-existing condition in order to not pay you. A pet can vomit on 2 different occasions, and they consider it a pre-existing condition. Vomiting is a symptom of not feeling well, not a condition. Not only will they not pay the claim, they go above and beyond by saying they will extend the “vomiting exclusion” another 12 months. Look on Reddit, others have complained about this same issue with Embrace, and in some US states they’ve made it illegal for insurance companies to call a symptom a condition. I am in an appeal right now with them and will sue them if I have to…they own me over $1000. Stay away!

We’ve had our dog with embrace since she was a few months old. We had a lower end plan that had a $5k yearly cap, at the time a *vanishing* healthy pet deductible of $750, and no preventative care with 70% reimbursement. Each year dealing with tolerable increases of $3-5 a month. Last year we had our first and only health concern that required veterinary intervention. A small, non-cancerous, fatty tumor(lipoma) that had unfortunately caused some light bleeding through her nipple. We did all of the recommended steps for diagnostics and surgery. Zero complications and back to perfect health minus one nipple. My first red flag of their financial greed was that when I called to submit a claim for the first time I found out that the vanishing deductible was only a few weeks away from expiring and I had not received any correspondence of the change nor an explanation of why. Fortunately we were able to take advantage of it and the claim processed without incident. Then our policy renewal came. We’re slapped in the face with a 100% increase in our monthly premium. It felt like we were being punished for daring to use the insurance we’d paid into for almost 9 years. Fast forward a year to present. Dog is still in perfect health and hasn’t been back to the vet aside for booster vaccine and a teeth cleaning. The audacity for Embrace to not just double but damn near triple our monthly rate for the same mediocre policy was insulting. Cumulatively, a 360% increase in just two years. With one incident in her lifetime. We’ve paid hundreds more into her policy than we requested back. Disgusted doesn’t even begin to cover how we felt. When I called to cancel I was asked if I wanted to adjust her policy instead by increasing her deductible and lowering her coverage which would have effectively rendered it useless and still would have been more than we were paying now. All of this to be placated with the canned “increased costs” message I keep seeing in these reviews. Do better Embrace. Make an effort to fix the issue at hand instead of passing your costs on to the consumers. We’re in San Diego California for anyone worried about their rates going up.

I have been with Embrace for about 3 years. I cannot say enough about the professional, efficient & friendly folks that have been so supportive of my little bestie. The turnaround from making a quick, easy online claim is very fast. Because of Embrace, I truly have been able to sustain Minkie’s quality of life as she is aging. My plan is a 90% - 10% and allows me the freedom to give her the best care possible - at a fair & reasonable price. My rating of Embrace is based upon ongoing outstanding performance on their part. The “Embracers” who handle Minkie’s claims are kind and get things moving fast.

So far, I have not had a particularly good experience with embrace. The review of my initial claim was exceptionally long, and while they do say it could take up to 30 days, I didn’t actually think it would take that long based on my experience with several other pet insurance companies. Then after waiting for a month, my claim was rejected based on a flawed assessment. I then had to ask my veterinarian to write a letter explaining why their assessment was incorrect. Embrace then took another two weeks to review her letter and came to the conclusion that my claim should in fact be covered. In doing so they also “found” another exclusion that they had not identified in their prior review. They indicated that they would send me payment on the claim, but did not include anything about payment of the two other claims related to the initial one. I sent a note asking them to please re-process the other two claims since the initial exclusion was lifted, and I still have not heard anything back on that or even received an acknowledgment that they received my note. Overall, I find this company to be very slow and like all insurance companies, they are always on the lookout for exclusions, even when there aren’t any that are valid. I believe they need to improve upon their customer service as well as their efficiency. I’ve only been a customer for a short time, but so far I am not at all impressed. I have had much better experiences with other insurance companies who have been very easy to deal with.

The system kept crashing mid claim submission. Any insurance that just conveniently crashes during a claim immediately raises flags to delay service.