3
out of 5
POSTED: | BY: Sam
I bought this insurance because of how…
FINAL UPDATE:
After additional communication and a secondary review, my claims were reassessed and ultimately approved, including the largest emergency claim.
I appreciate that the company took the time to re-review the file and adjust the determinations. However, the claims were initially denied in full, and it required significant follow-up, requests for clarification, and escalation before the situation was reviewed again.
During an emergency situation, policyholders are often forced to make fast and expensive medical decisions for their pets. If I had accepted the initial determination at face value, it could have significantly affected the choices I felt able to make regarding my pet’s care. That aspect of the experience was particularly stressful and concerning.
The final outcome was positive, but the process itself was confusing and time-consuming during an already difficult situation. Clearer communication and transparency around how medical history notes are interpreted would make the process much smoother for policyholders in the future.
I am updating this review and rating to reflect the final resolution.
UPDATE:
My Trustpilot profile uses a nickname, which likely explains why Embrace stated they were unable to locate my account. The company does have my policy and claim information, and my claims are now currently being re-reviewed after I requested additional clarification.
I am updating this review for transparency. I have asked for the specific medical record citations and policy language used to deny my claims and am still waiting for those details in writing.
I also reviewed the onboarding emails I received, including my policy activation email, and did not see explicit instructions directing me to request a separate medical history pre-review.
I will update again once the re-review process is complete. Thank you.
I bought this insurance because of how it presents itself — “pet insurance for any situation,” fast claims processing, and financial protection when emergencies happen.
When my pet had a real emergency, that was not my experience.
After paying premiums for over a year, my pet required emergency ER care and life-saving treatment. The bill exceeded $8,000. I approved care believing my policy (70% reimbursement after deductible) would help carry at least some of the cost, which is exactly why I had insurance in the first place - to protect my pet.
All three emergency claims were denied.
Their explanation relied on broad interpretations of historical vet notes as “pre-existing,” even though there had been no prior diagnosis or indication from my veterinarian that my pet had any underlying condition that could lead to this emergency. The same medical history that allowed enrollment was later used to deny coverage when an emergency actually occurred.
Adding to the frustration, my claims sat without resolution for over a month. After I began repeatedly following up, all three were reviewed and denied at once.
The financial result has been severe. The reality is that being left with this level of unexpected cost directly affects what ongoing care decisions I can reasonably make for my pet.
I paid for this policy in good faith so that if an emergency ever happened, my pet would be protected. When that emergency happened, the coverage I expected wasn’t there. In my experience, this company failed when it mattered most.
Read more on Trustpilot