Embrace | Pet Insurance Review

I submitted my first two claims ever with Embrace and had a terrible customer experience. The mere act of submitting was confusing in and of itself. After I searched the website to find a claim form that is required with every submission, I had to utilize the chat system because the form is confusion - does not provide clear direction. It uses words like "my pet" which made me think the form must be filled out by the pet owner, but, after chatting, I learned that it must be filled out by the vet. So, my vet fills out and submits the forms. I ask about status after a week or so and so they called Embrace. They said that Embrace said they needed more information, when, in fact, they did not. Apparently this is a go-to statement because they assume receiving incomplete work. I learned that they *did* need more information but from another vet (the 24/7 emergency vet) and they took their good old time getting the paperwork from them. I had been waiting for over a month. If they cared about customer service, they would have nagged at the emergency vet until they received the paperwork because I'm Embrace's client and they should want to provide for their clients. When reached out to Embrace demanding a status update, I got the backhanded apology where they cited their policy to me. I realize you have a policy to follow for first-time claims but your lack of urgency created a very frustrating experience for me. I wasn't informed with progress updates and had to reach out to my vet several times. Thank goodness for the vet who did a lot of the work coordinating. One month and 15 days later, I received partial payment. Now I'm stuck with Embrace because my cat now has a pre-existing condition. I HIGHLY RECOMMEND AGAINST USING EMBRACE!

After weeks of research, I am so happy i went with embrace. The thing that set them apart is that they have a wellness plan option! They were very patient with me and all of my questions. I used my wellness plan the same day as i signed up and they have already reimbursed me 4 days later. They are absolutely amazing and I am so happy with my decision. I am able to sleep better at night knowing my baby girl is covered if she ever gets hurt or gets sick. Thank you Embrace!

Our cat Cindy has never been sick a day in her life until this month when she inexplicably stopped eating and all activity and just slept for about a week. We took her in and while we are extremely relieved that the medications and tests ran have made her her old self again, we got major sticker shock of how much we had to pay upfront for her treatment. I’m so relieved we had Embrace Pet Insurance. Knowing we were covered made it a less stressful time, knowing that we could pay what we needed to get her better without breaking the bank. It probably saved her life. My only issue was that during the process of getting our claims validated, the system said that there was no diagnosis listed on the claims form and they reached out to our vet, which my vet verified they did not; so my vet had to fax over the info and while two of the claims were processed almost right away, I had to email to re-examine the third because it still came up as needing a diagnosis to move forward when the diagnosis when now listed. But once it got reopened it was verified and settled the same day. Thank you Embrace!

Embrace goes to outrageous extremes to make sure that the claims process is convenient for their employees, by putting all of the burden on their customers. 1. When you file a claim, instead of emailing you after they have processed the claim, Embrace says "Keep an eye on your claim online by logging on to Embrace Claims Portal. We will update the portal as soon as something changes." 2. I scanned and uploaded 7 pages of documents when filing a claim. That should have been enough, but NO: Their website slowly, painfully, displays an image of each page. Then, you have to mark whether the page is a claim form or a diagnosis page. Then, you have to check a box indicating that the scan is precise and easy to read. I didn't give Embrace the lowest possible rating, because there isn't anything wrong with the actual insurance. The problem is the insensitive arrogance of a company that thinks your time is worth nothing.

We've been with Embrace for around 8 years and have our two lab mix dogs insured. I literally never write reviews and it takes so much for a company to impress me nowadays. I can honestly say that Embrace has blown away our expectations. I'm not a fan of insurance. My wife convinced to buy a policy with Embrace after much pushback from me. We have never had an issue with a claim. They process and pay claims in a timely manner. If you call their customer service number, you get a person on the phone immediately and they are ALWAYS pleasant and helpful. I cannot recommend Embrace enough and I promise you it's worth the investment (especially the optional wellness coverage because you can use it on almost anything pet-related).