poor customer service and long response time

Out of 10

I submitted a claim a month ago and I am still waiting for a determination if the claim will be accepted and a reimbursement. When I originally enrolled, I provided all the medical history I had from the adoption agency and my first vet visit, however when I needed to file my first claim, Embrace claimed they needed to request the medical history from my vet for three and a half weeks now. My claim was for an injury related to a fall, so I don't know how a medical history would have any impact on that claim. Not like there is a preexisting condition possibility. The customer service reps I have dealt with via email and phone calls have not been helpful and have blamed my vet. I've had other claims for my other dog that went very smoothly, and I have even recommended Embrace to other people, so I'm not sure if there was a recent change at Embrace but I am not happy. If I had this experience first I would have cancelled the insurance and not insured another dog.

Did you find this review helpful?
accident- injury related to a fall
Claim Amount
Over $1000


Age of Pet
1 - 8

Leave a comment

Enter the characters shown in the image.