Embrace | Pet Insurance Review

Since I enrolled in September I have had very positive and very negative experiences. Positive review of your manager trying to make things right regarding the 25% stacking discounts I was told I would receive and then did not. Unfortunately my original contact before being escalated to that manager was not positive. Honestly, the manager's efforts to right the wrong is the only reason I am still a customer, because my claims experience has been very aggravating up to this point! There seems to be a huge disconnect with accuracy and fluidity - i.e. denying claims after misreading claim forms and vet diagnosis, indicating documents were requested but never received, however when I confirmed with the vet they did not receive any requests, incorrect dates of service on website (off by 1 day), taking an entire week to submit the original request to my vets office for copy of medical records, then taking 4 more weeks to process the claim. I believe it would have been longer than 4 weeks if I hadn't called to point out the mistakes causing the delay to your CSR. Claim was approved that afternoon after CSR indicated they would expedite claim. I would rate customer service as 7, claims as 2. Pending claim for Macy is the same issues - website says waiting on the vets office for a "legible" invoice. This vet office is small - 1 vet, 5 staff. They are very organized, cross-trained and very eager to assist with the claims process. My suggestion to you is when you receive a new claim, confirm you have a legible/completed claim form and matching invoice, and then send the confirmation email to customer saying claim has been received. Instead, you send an email saying you received the claim when you haven't even confirmed the documents, and then it's up to the customer to babysit the website. I wouldn't have known you are needing an invoice right now had I not gone on to confirm this was going smoothly given the very volatile past. I have already spent several hours on the phone and website for coverage I have only had for 90 days.

In the past I was not very satisfied with what we got out of what we paid in. My opinion has changed drastically in the last two months. We have 2 dogs that are covered. Our St. Bernard tangled with a porcupine twice and my little Collie tangled with it once.Both times there were tremendous amount of quills. The Collie had many quills around her left eye including one that entered the eyeball. Fortunately we took the to the veterinary hospital at WSU. They have an eye specialist that did a corneal graft and was able to save her eye and most of her vision. At the same time they diagnosed an UTI that she received treatment for.Embrace was great and payed as per agreement on all the claims. I was very impressed.

My Shasta was diagnosed with Diabetes this past fall and she required quite a few tests starting out. The bills started rolling in and Embrace took quite a while to review and approve the first one. I had to call twice to follow up and finally got some answers. Once the claim was approved the rest of the claims have been smooth. It was quite frustrating however to suddenly find Embrace digging thru Shasta's old records to try to find something they could exclude and sure enough they did. I had to appeal the exclusion and revisit my vet to get pictures and write a letter and it was finally overturned. So yes, Embrace is workable but you must stay in contact to get things done.

Embrace has been insuring Miles, our goldendoodle for the last year - and thank goodness they have! Miles swallowed a whole tennis ball and needed surgery to remove it. Embrace was easy to work with and the payment was so prompt too.

Embrace responded promptly and kept us updated. Great experience.