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23,138 Payment Experience 103,924 Claim Coverage 122,228 Customer Service 37,595 Price Satisfaction 14,530 Other

August 27, 2024

Sad experience...lesson learned

My cat Lucy 10 yrs old had to have emergency surgery to remove her right eye on 8/13/24. After being told the surgery needed to be done immediately I called ASPCA pet insurance at 4:00 that afternoon. Having read the claim form there is a place you can check "to pay the vet". That meant to me ASPCA would do a pre-certification. While speaking to an agent named "Bunny" I was told how to fill out the claim form and send an estimate from the vet to an email address. After waiting for three hours I called back only to be told by a supervisor that pre-certifications cannot be approved after 5:00 pm!! It was now 7:00!! Finally after three hours of crying the Vet offered me a payment plan if I put down $1000 which I did. I called today 8/26/24 to followup on the claim. I stated I had final actual numbers to report. Spoke to Michael and after a very long conversation he said he would cancel the old claim and I should start a new one. I went to my online account and saw that the claim had been denied due to a pre-existing condition. It was not the old condition of the eye that caused the need for removal it was an accident to the cornea! What I cannot understand is why I was not told of the decision not to process the claim AND being told to submit new documents when the claim was DONE!! Needless to say I will never buy pet insurance again I will save that money to pay for future care for Lucy!!

Insurer: ASPCA

By: Kathy Ek

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August 26, 2024

Safe

Hello, when ever I've called guidance in submitting my claims...representatives are very knowledgeable courteous... I feel safe having this Embrace for my Dog Insurance.....

Insurer: Embrace

By: Gloria Desilva

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August 26, 2024

easy service

Insurer: Embrace

By: gary broughan

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August 26, 2024

Several things… first the company does…

Several things… first the company does a descent job of reviewing records and making sure claims are consistent with the plan your pet has. However the process takes WAY TOO LONG. 4 weeks in my most recent case, and the case review time keeps getting longer and longer. I also really don’t appreciate the bait and switch type tactics that they employ after a year of insuring with them. They jack up rates substantially. Then they threaten you when you call to complain and / or cancel. I found the exact same policy through Pets Best at 20 percent less if I canceled and reenrolled my pet. They spent a good 20 minutes telling me how they wouldn’t cover preexisting conditions on the new policy. This hasn’t been a problem. I am curious how this will work out this year at renewal time.

Insurer: Pets Best

By: Chris M

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August 26, 2024