Embrace | Pet Insurance Review

My puppy got pneumonia within a couple days of the end of the waiting period for pre-existing conditions. Based on that, after months of not approving any claims, the finalized a review of my puppy’s medical history and responded with the broadest possible interpretation of what would be excluded based on his illness as a puppy. The claims adjuster said that they would not actually enforce the limitations as broadly as the exclusions are written because they “try to cover” as many claims as they can. Clearly, that’s not the case if they even have pre-existing conditions exclusions to begin with. More importantly, I basically have no idea at this point what my policy covers. They can’t explain what is covered so I know if I can bring my puppy to the vet and have coverage for him. And, if I bring him in for anything that falls under those absurdly broad exceptions and they decide not to cover it, the clock resets on his exclusions. Basically, at this point, I have no confidence that I can afford my pet’s care and I can’t change my insurance because, since they took so long to come back with their terrible and overly broad interpretation of exclusions, there would now be additional exclusions for pre-existing conditions if I went with a competitor. If, as your representatives say, you try to cover as much as you can for your members, then just do that and provide them the confidence that their pets will receive the care they deserve. Excluding pneumonia makes sense. Excluding every possible symptom that could be related to any respiratory infection is a way to minimize coverage, maximize profits, put pets at risk, and increase the financial burden put on pet owners. The company’s response below perfectly illustrates the problem. They’re writing these exclusions so that they can deny coverage on anything related to diarrhea, vomiting, coughing, eye discharge, or any upper respiratory infection for 1 year whether or not those symptoms are related to what my puppy was actually sick from during the incident in question. He could get any of those symptoms from a WIDE variety of illnesses. If he gets any of those symptoms and I take him to a vet, not only do I likely bear the full cost, Embrace gets to reset the clock on these “short term” exclusions. Representatives from the company would say they would never do such a thing and would only refuse coverage if...something, something...that they can’t explain. Why should I believe you? Also if, as you said in your reply, you just “have to comply” with all the fine print you hope your customers don’t notice when they sign up for a policy, then please don’t say that you try to cover everything. You don’t. And you haven’t provided any clarity on what is covered. In reality, your organization has made choice to exclude coverage in the broadest terms possible. Don’t hide behind “have to” when these situations are a result of conscious organizational choices to enhance company profitability at the expense of your customers and their pets.

The very BEST.

My puppy was seen by a canine dentist for a misaligned canine tooth 2-1/2 months ago. I submitted a claim, which has not been credited toward our deductible. A follow up for a second opinion with a better qualified vet 2 months ago also still on hold. In the mean time, in lieu of surgery, using an inexpensive device and with the approval of the second dentist, I was able to encourage his canine tooth into the correct position, saving us and Embrace money. I have given Embrace every single thing they've asked for as far as medical records are concerned. I have provided information for the out of state vet that did his well puppy check where he was deemed healthy with no medical issues. Had he come from a shelter or "rescue", instead of a responsible breeder, he would have no medical records to check, so I guess Embrace is penalizing me for owning a well bred dog from a responsible breeder. I received yet another email stating that the claim is on hold for want of medical records, that I know have already been provided to Embrace. Because we have a high deductible Embrace isn't even paying any money on this claim, merely crediting a portion of the bill toward our annual deductible. Embrace seems to be making no effort to resolve this claim without me calling them every few weeks to inquire why it hasn't yet been resolved. Embrace used to be a wonderful company. They've obviously changed. Edited to add: I have already provided ALL of my puppy's medical records to Embrace. Their request that I do so again, is just another example of their continued foot dragging. No employee that I have talked to has been happy to research anything to get this claim credited. It's all on me, as an owner, to call Embrace repeatedly and hope I get an employee willing to actually address this specific issue. When Embrace got records that did not answer their questions, they did nothing except send me yet another non-specific email refusing to credit my claim toward my puppy's deductible. Edited to add: Just received yet another foot dragging email from Embrace that concluded with the following. "This process can take up to 30 business days once we've collected all necessary medical records, and it is likely you will not receive any updates during this time." and "Feel free to contact us if our requested time frame has been exceeded." This says everything you need to know about Embrace - we're gonna drag our feet and it's on the customer to keep following up as we do. Zero-star service.

My kitty had to have a follow up visit this year and then we had an emergency visit. Thankfully, my Brownie is ok and healthy again. I was able to easily glide through the claims process. All the agents at Embrace I spoke with were friendly and knowledgeable. I am super happy about the return! Get your pet covered. They are more than worth it!!

Embrace is an Excellent Pet Health Insurance Co to deal with. It was very easy for me to submit my claims online to them and they were resolved with expediency to sending me my insurance claims reimbursement for medical for my cats. I am very satisfied.