Don't Embrace Embrace

Out of 10

I tend to believe that we all experience people/companies/customer service differently, and that one person's glowing review will be another person's miserable experience. This is one of the latter; I chose Embrace precisely because of some glowing reviews I had come across. Timing or events, however, conspired, and by the time I was able to file a wellness claim, they had apparently upgraded the software they use to process claims. Instead of the 5 to 10 days, it has nearly been thirty days, and I am entirely fed up. Since I rescued two cats from a kill shelter, I needed the wellness reimbursement to enable other bills to be paid and unfortunately, all I got were excuses about the upgrade. I then came across a series of extremely negative reviews about reimbursements and coverage, complete with contact numbers for the Attorney General of the relevant state and the Better Busienss Bureau. I wrote, politely, to cancel the policies on the 15th. I just received an email giving me a head's up that they hadn't gotten the ACH payments canceled because, per the author of the email, I had only canceled last night. To say that I am livid would be an understatement. IF the payments are processed, which is actually likely, I will also end up paying overdraft fees because, thanks to not having been reimbursed, I had to pay out of pocket for my two cats who WERE covered, as well as more out of pocket care for the rescued kitten, who needed her second immunization. If you go with Embrace, speak to a human being and then get everything nailed down in hard copy. I am so not impressed, and even when I first expressed the urgency of getting the claims processed in the promised 5 to 10 business days, I got zip reassurance or action.

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Wellness, immunizations
Claim Amount
$100 - $500

Domestic Shorthair

Age of Pet
1 - 8

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Posted: 10/23/2014

Sheare, I'm so sorry for the awful experience you have just gone through with Embrace. I do see that we backdated your cancellation to the 15th and are paying any bank fees you get. We are bedding down our new claims system and it's been more of a challenge than it should have been. I have expedited your claims to get them completed as soon as possible. My sincerest apologies, Laura