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23,240 Payment Experience 104,197 Claim Coverage 122,532 Customer Service 37,717 Price Satisfaction 14,626 Other

October 27, 2024

Thank you for the excellent customer…

Thank you for the excellent customer service. I made some mistakes in filing several claims. One phone call and you fixed everything. I received the insurance payment the same day.

Insurer: Embrace

By: Peg Neuhauser

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October 27, 2024

So easy to submit

So easy to submit - far simpler than in previous years

Insurer: Embrace

By: Linda Roggli

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October 27, 2024

I would give this company a minus 10

I would give this company a minus 10 if I could. I submitted a claim. The vet's office erroneously included a grooming done on 9/3/24 with the sickness visit dated 9/30/24. The policy effective date is 9/5/24. My first mistake was thinking that they would have the brains to realize that the grooming was the only service prior to the effective date and that they would allow the sickness claim. WRONG. I called when I saw the rejection of the total claim and both the customer service person and her boss agreed they erred and sent it back to claims. Then the Claims morons rejected it a second time for the same reason... they said the claim was prior to the effective date. I spent another 3.5hrs calling, chatting, etc. I was told no supervisor was available on Sunday. I called back and the person said she would connect me to a supervisor. I held on until they disconnected me. Called again and asked the woman to please remain on the line until she had a supervisor pick up. Of course, the supervisor picked up but when the first person hung up, i got the recording to rate the call and then it disconnected. Finally the supervisor (who isn't there on a Sundays) called me back. Bottom line: they say the onus is on ME to get the vet to issue a corrected Invoice AND a letter of explanation stating the grooming was erroneously included on the 9/30/2024 invoice since the idiots in Claims apparently reject everything on an invoice erroneously dated prior to the effective services if there are subsequent services rendered. Then I will resubmit it as a new claim. I will also contact the BBB if this isn't resolved within 30 days.

Insurer: MetLife

By: Elissa Dellosso

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Verified October 27, 2024