Embrace | Pet Insurance Review

There was a grace period for preexisting conditions of six months. I called embrace and confirmed I met the preexisting requirement. Three days later I take my dog in for X-rays because I noticed he was limping and submit a claim for the procedure. Embrace then requested all documentation from my veterinarian. I thought thought this was dishonest because I was previously told preexisting conditions were no longer considered. I subsequently cancelled my policy.

Have seen the requested documents multiple times and I still get a email requesting the documents. My vet has sent the documents and have gotten a return fax saying confirming they received the documents. So im lost on what to do. Said it would take a month for the first claim but it's been almost 5 months

Poor service, no communication, lack of updates and responses to customer inquiries. Lies about turnaround time on claims: long waits on reimbursement after submitting invoices and vet records multiple times. Cannot recommend!!!!

At this time, I am waiting on a claim, and so far it is not going well. I am having trouble getting hold of anyone in the claim department, no one responds to my emails or updates anything on their site. I’ve had my vets send vet records multiple times, Embrace still says waiting on medical history. When I finally get hold of a human being- they say it could be a MONTH for them to process the claim after going through the pet’s history!!! All this , after I was told they had a fast turn around and usually reimbursement happened within 48hours. So, either their representative lied to me or they think they can get away with poor communication and service because pet insurance is needed. Never again. I can and will be looking for other coverage.

They made me resubmit an invoice, a second time this has happened. When they do approve a claim, payment has been prompt. Even so, I'm switching to a lower-priced carrier that has a better rating by the Wall Street Journal. (Embrace doesn't even get a mention.)