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From Deal-Breaking Claim Denial to a Happy Ending!
Update: I changed my review from 2 to 5 stars because Embrace responded to my post and resolved my concerns. Though Embrace could have handled the initial situation better, I gave them 5 stars overall as you don't really hear about insurance companies that pay a claim that they could have denied due to fine print in the policy. Instead, Embrace helped me file my claim appeal. In turn, the insurance underwriter reviewed the totality of my circumstances and finally approved my claim two weeks later. Though I still disagree with Embrace's claim submission timelines, at least I now understand how Embrace and the pet insurance industry overall differ from USAA in that regard. I still wish the initial Embrace agent or their supervisor had given me the option to appeal my claim denial without resorting to a critical online review to gain a more in-depth response to my situation. However, I also wish I'd initially understood key claim submission procedures written into the policy. I'm grateful it all worked out without costing my family $500. As mentioned below, all Embrace staff I interacted with were friendly and professional. My original complaint is below: ------------------------------------- As a 30+ year USAA member, this is the first time I've been dissatisfied with USAA or one of its partner companies, Embrace. For over a year, my family was very satisfied with Embrace, so it's tragic to run into a single deal-breaking incident Embrace declined to resolve. Specifically, Embrace declined to consider a claim because I missed their internal 60-day deadline to file. It was a tumultuous time for my family and we're still new to pet insurance and being pup parents. For all of our other insurance policies, as long as we can definitively prove the incident occurred while the policy was active, the insurance company will honor the claim. By declining to even review a claim due to my first-time procedural misstep, they broke my trust. Nevertheless, Embrace has a right to decline a claim due to their nonstandard and inflexible insurance policy fine print and do so without exception. In turn, I can choose to walk away as a client. The few times I've had to file insurance claims with USAA, I'm grateful USAA never turned me away for procedural reasons. As soon as our pup's injuries have completely healed, we'll switch to another company. To be fair, for the claim Embrace did process, I found their portal easy to follow and the claim was reviewed and paid in 2 weeks. All Embrace staff I encountered online or over the phone were professional and kind. Embrace could be the right fit for other pet families, just not us anymore. Hopefully, this review is helpful.
Insurer: Embrace
By: Steve B.
Because of spot and great veterinary work, my cat and I are both smiling
Spot was quick at reviewing my claim then wasting no time they remburst me 100 percent after my deductible my cat kaditha had some teeth issues. Now she is happy again and so am i
Insurer: Spot
By: Joseph Camareno
I submitted a claim on Saturday for a…
I submitted a claim on Saturday for a huge bill after my dog had to go to the emergency vet and they had the money in my account in less than a week. Very impressed with the quick turn around and that I didn’t have to call anyone or dispute it in any way.
Insurer: Spot
By: Claire Cole
Easy to file claims
Easy to file claims, and quick reimbursement
Insurer: Spot
By: Christine Hoffman
Great experience!
The kind man who answered my call was so sweet and patient, I usually tend to feel like a bother when calling customer service places but I didn’t feel this way at all! He was so helpful and patient, very informative too. I had a great experience
Insurer: Nationwide
By: allison sigala
claims more than a month…
I submitted my claims more than a month ago. Every time I sent messages or emails I didn’t get any response. I submitted all required papers from my veterinarian. I just got the response it can take up to a month. Finally I got an email saying that my claims are on “review” and I should wait. The worst insurance ever.
Insurer: Embrace
By: X
Great customer service
Great customer service
Insurer: Prudent Pet
By: Cori
The rep was really nice and helpful.
The rep was really nice and helpful.
Insurer: Nationwide
By: customer
Scam - pay less than 30% of claims
This company is completely untrustworthy. I paid in for 12 years and the first time I had a claim they paid less than 30% of my claim - with a policy that is supposed to pay 90%. When you take your dog in on an emergency basis they do not pay for "examination" to determine what is wrong with your dog. I was told twice that acupuncture treatment (to control inflammation from IVDD) would be paid for, only to have these claims denied. The premiums go up every year - now over $175 a month for ridiculous claim policies. They are a terrible, terrible company. Save your money and use foregone premiums to pay for treatment yourself - you will save money. When I first started with them, my premium was around $35 a month - now it is $175 a month. A 500% increase in 12 years. Supposedly this is based on inflation, not my dog's age. Inflation over 12 years has not been 500%. I am ashamed that I was taken in by this company.
Insurer: Trupanion
By: Lucy
Great Coverage and Pricing
Great company, easy to use website, easy to submit claims. Occasionally slow in payment but, getting better. Monthly costs are very competitive and you have a wide variety of coverage and amounts to choose from. Don't wait, get this coverage as soon as you get your pet. You don't want to delay and find that if something happens while you were not insured, the condition will be treated as pre-existing throughout the entire policy. Insure Now! I highly recommend Embrace for your pet insurance needs!
Insurer: Embrace
By: Pete Ginocchio