Customer Service
Find out how pet insurance companies treat their customers. These reviews highlight the quality of support, communication, responsiveness, and how well companies resolve issues for pet owners.
77,088 total
Other Categories
Good at first
Good at first. But so difficult to connect with customer service. I need log-in help, otherwise I would refer to the app. Called twice and waited too long. I'll have to call again. Hopefully without a long wait.
Insurer: Embrace
By: CFors
I like the claim process, but...
I like the claim process. It is straight forward and easy, with a quick return in my bank account. They are helpful over the phone. I took away 1 star, because more often than not, I have issues with the website. It will give me an error before starting a claim and sometimes in the middle of submitting a claim. This happens about 75% of the time. I called the number on the website, and they were unable to fix the problem (pretty much just wanted me to try a different browser), but emailed me a way to still submit the claim. I waited a few days and was able to use the online claim service. I don't know if there are website issues during high traffic times, but it is extremely frustrating.
Insurer: Embrace
By: Kirsten
Helpful
Aileen has been helpful in providing detail explanations regarding pet policy and coverage.
Insurer: Fetch Canada
By: baadshah wazeem
⭐ Review
⭐ Review: Embrace Pet Insurance via USAA – A Cautionary Tale I used to trust Embrace through USAA. They were once top-rated, scoring 4.6 or higher, and I believed they offered real protection for my pets. But that trust unraveled quickly. One day, my pug was in excruciating pain—screaming when I tried to touch him. I rushed him to the vet. Bloodwork didn’t reveal the issue, so we did an x-ray. That’s when we finally found the problem. I submitted the claim to Embrace, expecting support. Instead, they denied it, calling it a “pre-existing condition.” How could it be pre-existing when I didn’t even know it existed until the x-ray? Their six-month orthopedic waiting period is a trap. It punishes pet owners for seeking answers and forces pets to suffer unless you wait out their arbitrary timeline. I appealed. They denied it again. This isn’t just poor service—it’s a system that gaslights pet owners and dismisses urgent care as a technicality. And now they’re sending marketing emails asking me to come back. No thanks. I’ll never trust them again.
Insurer: Embrace
By: T G
Good Peoples!!
Got most of the answers on the website, I did have some additional questions so I called at around 9pm and they were closed. They called me back the next day and answered a few more questions I had so I could secure the policy. Thx again!
Insurer: Prudent Pet
By: Jeff
Cancellation process was easy
Cancellation process was easy, their customer service reps were pleasant.
Insurer: Sonnet
By: Henry Ames
I had a payment update for a yearly…
I had a payment update for a yearly renewal. The agent was quick, informative and friendly. She also reached out after we were disconnected to verify the payment will go through promptly on the day it was suppose too.
Insurer: Sonnet
By: Jon Stuart
Amazing company
Saved our pups life. Kind and caring staff. Very knowledgeable.
Insurer: Pets Best
By: Candice
1st I called Embrace as I forgot user…
1st I called Embrace as I forgot user name & password. The wait was longer than I cared to wait but the person that handled the call was patient, understanding & helpful. She than helped me make a claim. And she made everything easy to understand.
Insurer: Embrace
By: Sandra Lima Porter