Service is declining

4
Out of 10

Recently, we've been noticing a trend to quickly categorize claims as "wellness" and be declined. A follow-up call is placed and after a few weeks the claim is processed correctly.
This latest claim is no exception. Our dog had a urinary tract infection two months ago and the claim was paid properly. The veterinarian stated protocol dictates that blood work be taken two months after finishing the medication to make sure the infection is completely gone. We had the necessary test done, it was coded as follow-up to a previous problem, and the claim was rejected as a wellness claim. If we were not monitoring closely (as we unfortunately have learned to do), this would have been the end of the story. A phone call was made to reiterate what the veterinarian wrote down and the claim was reconsidered and paid.

This sort of service didn't was unbelievable until recently. It seems something is changing in either personnel or policy at Embrace Pet Insurance.

Premiums keep rising and service is getting a little careless.

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Injury/illness

Bladder

Claim Amount
$100 - $500
Breed

Bernese Mountain Dog

Age of Pet
1 - 8

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Posted: 01/06/2015
By: Laura Bennett,…

Greg and Glenda, thank you so much for taking the time to share your feedback. I will look into what happened with your claims and see if there's a training issue or if our new claims system somehow complicated the situation. Either way, it's not acceptable. Please accept my sincerest apologies.
Laura Bennett,
CEO & Co-Founder, Embrace

Posted: 03/14/2015
By: Emmie

This happened to me as well because a blood test was called a wellness profile even theough the details and other tests done clearly indicated this was not a wellness visit. However, I called and pointed out the processing error and the claim was reprocessed correctly This was several months later, so I have to say, errors can occur but Embrace very fairly and quickly rectifies those errors when pointed out to them.