Embrace | Pet Insurance Review

Over the course of our time with Embrace, the customer service is inconsistent to say the least. The claims either go through without a problem, or we get notified that our claims are on hold because we haven't sent the right information after "multiple attempts" to contact us. By "multiple attempts" they mean we got an email saying they got our documents (standard), we got ONE EMAIL TWO WEEKS LATER saying they needed more information, then another email hours after the email requesting more information that our claim was on hold. First, this is unprofessional that it would take over two weeks for the company to notify us they need more information (and the email itself contained no letter head and looked as if someone just typed three sentences and mailed it just to say it was indeed mailed). Second, it is BAD CUSTOMER SERVICE to give us NO TIME to get those documents to you before we are notified that a claim is on hold. To add insult to injury, the claim is listed as "UNAVAILABLE" in the portal, so we couldn't even check the status of it in our account. The whole situation was handled badly and we, the loyal customer who continues to pay premiums on time and is still treated horribly like this, are left dealing with a sizable claim still not processed due to Embrace's incompetence. Improvements in claim processing to let us know if there was a problem with our documents within the 2-3 day window (the normal time to process a claim) need to be made. Additionally, customer service could improve their relations by ACTUALLY contacting us more than 5 hours before our claim is put on hold. Lastly, our claim should be expedited through the processing procedure to get us our money back as soon as possible since the mistake was on Embrace's behalf, however we have learned not to expect that level of service and consideration from Embrace, which is a shame.

Embrace has been great! I wish their Claim process took a little less time, but it makes sense that they want everything to be in order before reimbursement happens.

It has been a wonderful experience for us to have been engaged with Embrace for more than 2 years. The response time, feedback on our case(s), reimbursement process and communication methods (online, email, calls etc.) at Embrace are really high quality. Every team member works with us in a personalized manner, having knowledge of our dog's illness, monthly prescriptions etc. Our reimbursements are always made on time and the online system really helps us manage our overall experience with Embrace. One additional thing to highlight here is that we did a thorough review of all major Pet Insurance providers in the market and after a detailed analysis and comparison of all of their offerings, packages and price, we had chosen Embrace to be the best offering available in the market. We are happy to say that we made the "right decision" choosing Embrace and will do it again for other pets in the future. We have also referred Embrace to many of our friends and they are all of the same opinion about their level of satisfaction and experience. Well done Embrace Team! We thank the entire team at Embrace and appreciate all their support for the past years and future.

I was told the fact that my dog had a routine fecal smear at the time of his very first puppy exam meant that "soft stool" was a preexisting condition (his results at the time were normal, and the visit was a wellness exam). He was diagnosed with a food allergy a month after the cooling off period, but a claims adjuster emailed me to tell me that his soft stool was now a preexisting condition. I was informed of an appeals process, but it left a bad taste in my mouth that even a routine wellness exam can be twisted to avoid providing coverage that I am paying for. Avoid this company.

We have been with Embrace for 7 years when my tiny toy poodle Gracie encountered one of many issues to follow. She is now 10 years old and Embrace has continually honored claim after claim without problem and they always seem happy and helpful to make sure I am covered. One time there was a slight issue with coverage of a claim and it turned out the vet used a wrong code so it was a matter of resubmission. They cover as little or as much as you want for your pet. They are always there when you call and always helpful. They are never snarky or dismissive and they never leave you hanging. And you always get to speak to a staff person who is intelligent and informative. They are very professional and make it their business to insure that there customers and pets are well provided for. For the record our little dog has had thousands of dollars of medical expenses over the years and they have all been covered well above our monthly premiums. It is the best investment we have ever made for our pet.