Out of 10

I am really in the minority after reading about 20 reviews. I had never taken out pet insurance until this time. I read about 5 different companies and ended up with Embrace. I asked if her first exam would be covered. I was told over the phone "yes. you have chosen the maximum coverage." My 1 yr. old cat had her first exam, passed with flying colors and I was handed a $250 bill for the exam and the various blood and stool tests plus injection. I called Embrace to find out what I do next and waited on the phone for 20 minutes before being disconnected. I called again and after holding for 1/2 hour, hung up. I sent an email. No response. I told this to my vet who said they would call. They telephoned me the next day to let me know they could not reach anyone either, but they said they had enough information to put in the claim without the help of Embrace. 4 weeks has gone by and I decided to use the website to find out when to expect my refund. The website told me I was not listed. I called and after a hefty wait, I was connected with a woman (they call her an "embracer.") who told me they had major website and phone problems. She apologized and then told me that I had MINIMUM coverage and could not be reimbursed for anything except major accidents. WHAT?I realized then I was certainly with the wrong company.

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general exam
Claim Amount
$100 - $500

Domestic Shorthair

Age of Pet
1 - 8

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Posted: 11/06/2015

Stuart, first of all, I am so sorry for the waits on the phones. This is not up to Embrace standards and has been corrected.
On the levels of coverage, I see you purchased the lower level of coverage online and didn't review with an Embracer on the phone before purchase. We would of course have informed you about all your coverage options and the corresponding premiums that go with them.

I'm sorry your Embrace experience was not what you had hoped for.