Embrace | Pet Insurance Review

The process of getting set up with pet insurance has been very smooth, and has felt transparent and easy to understand. The customer service people have been very careful about listening to my questions and concerns and making sure that I get thoughtful and thorough answers. I am grateful that they're willing to do a medical history review before we try to file our first claim, so we understand what kinds of things we do have coverage for, and what kinds of things we would have exclusions for based on our pets medical history. I felt like the medical history reviews were very fair, not at all as if the company was trying to find ways to avoid covering things. And for one pet who had a medical concern that was still in progress, when the medical review was being conducted, a permanent exclusion was added to the policy. But the person who wrote the medical history made sure to tell me in the email that if our vet discovers the cause of the issue, and if the issue resolved completely, the exclusion can potentially be narrowed to a more specific exclusion, or changed into a temporary exclusion that falls off of the policy if the pet has 12 months without that problem. I appreciate that kind of communication and flexibility. It remains to be seen how satisfied I will be with the claims process since I have not yet needed to use my pet insurance. I am optimistic based on the great communication I have had with customer service up to this point. We will see if they are as nice to me when they need to pay me, as they have been when I was setting up to pay them.

I had to cancel my coverage because our sweet little guy passed. Not only did Embrace quickly review and pay out my claims for Charlie’s final vet visits but the woman (Dana) I spoke with about cancelling my pet insurance coverage was so sweet and kind when I told her why I had to cancel. This was the first time I’ve used Embrace. When we’re ready for a new family member you can bet I will sign up again!

Embrace has been soooo wonderful to work with! Our boyo had no pre-existing conditions, and we have had everything covered. The wellness plan is awesome. Advice... get good and high coverage when you first adopt! As he ages, expenses go up and we are likely to hit our max every year from here out.

App bounced me out on my phone. Said it was "unresponsive". Website gave me an error message that indicated it wasn't able to process the claims and apologized for inconvenience. I am tech savvy and the website is not user friendly. I tried multiple times to submit claims. The claims I have submitted are listed "on hold" and I keep submitting required invoices and they are still listed as such. 8 or more are pending. After 3 hours, I emailed per the website and am waiting to hear about next steps.

Great company. Always responsive and helpful.