fast, transparent service after initial hiccup

Out of 10

I have submitted two claims and one wellness claim to date. Embrace has processed and paid its claims within two weeks of submission, with clear explanations of what is covered and what is not. I had some initial issues with getting them to process my dog's past medical history, which was faxed over with the first claim. They stated the records were not medical charts and the full two years were not there (they were); they also lost the first claim paperwork. I called the vet to confirm they were actually medical charts, re-faxed everything, emailed the vet confirmation to Embrace, and it was as if everything got lost again because the same thing happened. It was rather annoying. I told them to look again and it was taken care of.
It would have been helpful if they explained what is supposed to happen after your first claim submission. It was below the deductible so I assumed I would hear nothing and didn't realize it was lost until the second claim's process went differently. Also, it would be nice if you could set up direct deposit online instead of having to call in and set it up over the phone. Hopefully going forward things will be smoother.

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Claim Amount
$100 - $500

Jack Russell Terrier

Age of Pet
1 - 8

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