Embrace | Pet Insurance Review

Update: I changed my review from 2 to 5 stars because Embrace responded to my post and resolved my concerns. Though Embrace could have handled the initial situation better, I gave them 5 stars overall as you don't really hear about insurance companies that pay a claim that they could have denied due to fine print in the policy. Instead, Embrace helped me file my claim appeal. In turn, the insurance underwriter reviewed the totality of my circumstances and finally approved my claim two weeks later. Though I still disagree with Embrace's claim submission timelines, at least I now understand how Embrace and the pet insurance industry overall differ from USAA in that regard. I still wish the initial Embrace agent or their supervisor had given me the option to appeal my claim denial without resorting to a critical online review to gain a more in-depth response to my situation. However, I also wish I'd initially understood key claim submission procedures written into the policy. I'm grateful it all worked out without costing my family $500. As mentioned below, all Embrace staff I interacted with were friendly and professional. My original complaint is below: ------------------------------------- As a 30+ year USAA member, this is the first time I've been dissatisfied with USAA or one of its partner companies, Embrace. For over a year, my family was very satisfied with Embrace, so it's tragic to run into a single deal-breaking incident Embrace declined to resolve. Specifically, Embrace declined to consider a claim because I missed their internal 60-day deadline to file. It was a tumultuous time for my family and we're still new to pet insurance and being pup parents. For all of our other insurance policies, as long as we can definitively prove the incident occurred while the policy was active, the insurance company will honor the claim. By declining to even review a claim due to my first-time procedural misstep, they broke my trust. Nevertheless, Embrace has a right to decline a claim due to their nonstandard and inflexible insurance policy fine print and do so without exception. In turn, I can choose to walk away as a client. The few times I've had to file insurance claims with USAA, I'm grateful USAA never turned me away for procedural reasons. As soon as our pup's injuries have completely healed, we'll switch to another company. To be fair, for the claim Embrace did process, I found their portal easy to follow and the claim was reviewed and paid in 2 weeks. All Embrace staff I encountered online or over the phone were professional and kind. Embrace could be the right fit for other pet families, just not us anymore. Hopefully, this review is helpful.

I submitted my claims more than a month ago. Every time I sent messages or emails I didn’t get any response. I submitted all required papers from my veterinarian. I just got the response it can take up to a month. Finally I got an email saying that my claims are on “review” and I should wait. The worst insurance ever.

Great company, easy to use website, easy to submit claims. Occasionally slow in payment but, getting better. Monthly costs are very competitive and you have a wide variety of coverage and amounts to choose from. Don't wait, get this coverage as soon as you get your pet. You don't want to delay and find that if something happens while you were not insured, the condition will be treated as pre-existing throughout the entire policy. Insure Now! I highly recommend Embrace for your pet insurance needs!

Easy to submit claims.

I am pleased with the amount that's been paid on my bills and they're very prompt with payment.