Embrace | Pet Insurance Review

So far I don’t think this company is worth anything. My 4.5 year old dog is completely healthy and had only seen mobile vet clinics for vaccinations and flea/tick prevention meds up until last month. When I started my policy in September I was under the impression that there was a waiting period for coverage to start if no act was taken on my part, and if I wanted immediate coverage I needed to go in for a checkup to verify there were no pre-existing conditions within a 2 week period. Since I am a busy emergency room nurse during a pandemic, and since my mobile vet clinic kept rescheduling due to covid, I ended up opting for the waiting period. So imagine my surprise when over 6 months into paying for insurance, and well after the waiting period has ended, my dog gets a tick bite and embrace tells me that it may not be covered because they didn’t have a well visit sent in the first 2 weeks of coverage. AS IF A CURRENT TICK BITE IS A PRE-EXISTING CONDITION!! The tick head was literally still in her body. I called customer service last week (be prepared for a 45 minute wait on hold), and I re-sent the doctor’s notes to the agent I spoke with. I still see the claim status as “on hold” pending documents today. Crazy. If they deny this claim I’ll be calling a lawyer for full reimbursement of all payments sent.

This is how insurance should be- no, it isn’t necessarily cheap, but a fair cost- we pay our annual premium and when it’s time to submit a claim we simply upload the paperwork and we get our percentage of reimbursement back. It has been simple and fast each time we’ve had a claim. There are no surprises and no long waiting period.

Filing the the first claim too a while, due to my vet being slow to send records, but once Embrace received records it took about a day to process my claims and then maybe 1 to 2 days before my reimbursement hit my bank account. So far its been a good experience with Embrace and I would recommend to other pet owners.

We filed 2 claims electronically (for dental cleaning and wound care) and were notified of the results within a week. We were pleasantly surprised to learn that some parts of the dental procedure were covered as dental illness, apart from the wellness portion of coverage. When I contacted customer service about the other claim, the Embrace representative explained the results in a very friendly and satisfactory manner.

Although I didn't hear back thru email after almost 3 weeks I did finally get through via phone and I was very happy with the service I received. So I highly suggest that you call and not email if you want a response.