Embrace is a family, and when you Embrace your pet, you sign up for more than just insurance – you become part of the family.Embrace Pet Insurance promises to provide genuine support and certainty when pet parents need it most.
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Is Embrace Pet Insurance legit?
Embrace Pet Insurance (embracepetinsurance.com) has a 2.7 out of 5 rating on OK.one, based on 193 user reviews collected here. It is listed under Money & Insurance and its reputation is poor. 45% of reviews are 1 star, a relatively high share; The business has replied to 96% of negative reviews; Reviews mostly discuss Customer service, Price. Last updated 2026-08-11.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers frequently praise the support team for being exceptionally helpful, kind, and professional when answering coverage questions. Many people also warmly appreciate the fast and timely reimbursement process for their pet expenses and medical bills.
However, some customers also noted that insurance claims could occasionally experience long processing delays or unexpected technical submission hurdles. Reviewers additionally mentioned facing sudden premium price increases as their beloved pets grow older or dealing with frustrating claim denials. Some people felt that navigating the detailed medical history requirements made getting proper payouts much harder than expected.
Auto-generated from all reviews of this business. For reference only.
Excellent wonderful experience. Every day since I have purchased this wonderful little Yorkie, some surprising email of Support and personal suggestions to that particular little Yorkie. Of mine are there. Each representative reaches out and send some little message specific to our puppy, set up conferences with the amazing breeder. They are knowledgeable, full of love for what they do and want to pass along to us personal support on this journey of helping us receive and enjoy our little puppy. this is not feel like customer service when you think of just that word they go above and beyond, and not only represent the company with great honor, but their own character that reflects in the conversations and efforts. Thank you.
I’m unable to file a claim online. I keep getting an error message so I sent my claim by email but have not heard back or any updates. It’s doesn’t have the vet I go to listed and I think that’s what causing the issue with submitting a claim online. I have no way of tracking the process since I was unable to start it online so I’m not sure what’s going on or if I need any additional information.
I have a 15-year-old chihuahua whose insurance went up to over $300 a month. I had to cancel a policy on my 14-year-old chihuahua with another vendor who went up to $400 a month. I spoke with embrace to initially cancel the 15 year old's policy. The lovely lady at embrace was so kind and helpful. I was able to keep the dog on the policy for $100 less a month!
My experience w/ Embrace is always positive. When I accidentally uploaded a wrong page this time, Customer service was understanding and helpful in getting it fixed. The Embrace app is very easy to use. Responses to claim submissions are very fast. I appreciate the wellness category that very few pet insurance companies include.
They are always courteous and professional in dealing with. They are prompt in handling your claim and getting your reimbursement directly into your bank account.
Always the best experience even when our dog has several surgeries. Everyone should have pet insurance with this top notch company.
J
James · 3 reviews · Experienced 2026-08-03 ·
★★★★★
Very friendly,knowlegeable representative
Young lady was very personable,knowlegeable and kind.Treated me and my cat like family. Great employee!
F
FRANK BOTTIGLIERIUnited States · 5 reviews · Experienced 2026-08-04 ·
★★★★★
UNETHICAL AND UNPROFESSIONAL COMPANY
I contacted Embrace to inquire about a policy for my shepherd. From Day 1, I told them that I wanted a review of his records to determine if they would deem anything as preexisting. I was assured that I had 30 days to cancel without charge and that the record review would be completed prior to 30 days. I immediately provided his records. Despite my calling and emailing them, it took 90 days to review the records. I got stuck paying for 3 months (approximately $390) and received a list of denials which were bogus and which essentially made the policy worthless. They promised 30 days and it took them 90! I asked for at least a partial refund since it was their fault that the records
were not reviewed in a timely manner. They refused. As far as I'm concerned, Embrace acted in an unprofessional & unethical manner. Shame on them!
Reply from Embrace Pet Insurance2026-08-06
Hello Frank,
We regret that your experience with our company did not meet your expectations. We strive to be as transparent as possible about our coverage regarding the exclusion of pre-existing conditions, which are defined as anything noted as symptomatic or diagnosed prior to the start of the policy and through the initial waiting or exclusionary periods. We sincerely want you to be as informed as possible and feel confident in your pet's coverage, which is why we offer an option to complete a complimentary Medical History Review for your pet upfront instead of at the time of your first claim submission. It is essentially a complete assessment of your pet's health history and provides you with a detailed report of any conditions considered pre-existing and not eligible for coverage. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders.
Please keep in mind the review is separate from the 30-day money back guarantee because we are not able to request records until the end of the 14-day illness waiting period and the review typically takes 30 business days to process. If you cancel at any time after the first 30 days, you will receive a pro-rated refund of any unused premium. We understand you've spoken with our team regarding your concerns, but if you have any additional questions, please feel free to contact our Customer Care Center and we're happy to assist as we are able.
Best regards,
The Embrace Team
claim process is terribel, they take your premiums but when you make the claim they come up with all kind of cllanges you need to fullful and not visible to you prior to claim. find another vendor while you can or be ready to put all your times on claims
Reply from Embrace Pet Insurance2026-08-06
Hello Where_The_CherryTrees_Bloom xD,
We regret that your experience with our company did not meet your expectations. We were unable to locate your account to view the specific details of your claim, but please feel free to reach out to [email protected] with your full name and policy number and we're happy to address any questions or concerns you have.
Best regards,
The Embrace Team
S
Sara Qureshi · 1 review · Experienced 2026-08-05 ·
★★★★★
If I could rate zero stars I would
I have paid Embrace for 7+ years every month for two dogs (last payment $257.32), with no major claims. The first time I needed real coverage — a medically necessary carnassial tooth extraction — Embrace denied the entire $810 bill over a wording technicality.
My vet performed a standard Level 2 extraction, which always includes cleaning the tooth and surrounding area while the dog is under anesthesia. This is not optional, not cosmetic, and not a “wellness cleaning.” It is part of the surgical procedure. Every vet does it this way.
Embrace refused to cover any part of the surgery because the vet bundled the procedure exactly the way every veterinary office does. They insisted on separating out an imaginary “cleaning” cost that does not exist as a standalone service. They used this loophole to deny the entire claim.
I spent hours on the phone, nearly in tears, trying to get Embrace to honor the coverage I’ve paid for year after year. Their handling of this was dismissive, inflexible, and completely out of alignment with standard veterinary practice.
If Embrace will not cover a major tooth extraction — one of the most common significant dental procedures in dogs — then what exactly are customers paying for?
I cancelled my policy immediately. I strongly recommend that anyone considering Embrace look elsewhere. Their marketing promises compassion and coverage. My experience delivered neither. DO NOT CHOOSE EMBRACE.
Reply from Embrace Pet Insurance2026-08-06
Hello Sara,
We are sincerely sorry to hear that your experience with our company has not met your expectations. Dental cleaning specific charges are not eligible for coverage under the accident and illness insurance, they are only eligible for reimbursement under our optional add-on Wellness Rewards plan. If the invoice only has one group charge that includes a dental cleaning, we need to see a full breakdown of the group charge in order to reconsider coverage for the claim under the dental illness sublimit. We understand obtaining the additional breakdown can sometimes be frustrating, but our goal is to maintain accuracy and quality in processing your claim. We see you've spoken with a team member regarding your concerns and we are sorry to see you go, but we understand you must do what you feel is best for you and your pets. If you have any additional questions or concerns, please feel free to reach out to [email protected] with your name and policy number and we're happy to assist as we are able.
Best regards,
The Embrace Team
E
Edith · 1 review · Experienced 2026-07-30 ·
★★★★★
Disappointing
Editing this because they replied - the pre existing condition they are talking about is a single email from one year ago that was taken out of context. Wild. I have tried contacting them again, hoping they realize this is not right. My account was also “temporarily locked” after I wrote this review…very odd.
Seems like they do everything in their power to link everything to some sort of preexisting condition even when it has nothing to do with one. For example, I had my dog Lucy seen for a paw infection - likely from a foreign body or cut, but they rejected and are claiming that it is “pre-existing” because she had “hind end scooting” a year ago and are telling me that any sort of infection is considered dermatological. This infection has nothing to do with “hind end scooting.” Make it make sense. I have been extremely disappointed thus far. Tried calling them, the vet has copied them in their report and they still wont budge. Extremely ridiculous.
Reply from Embrace Pet Insurance2026-08-06
Hello Edith,
We strive to be as upfront as possible about the coverage regarding the exclusion of pre-existing conditions, which is anything noted as symptomatic or diagnosed prior to the start of the policy and through the initial waiting or exclusionary periods. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. However, any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We were unable to locate your account to view the specific details of your claim, but please feel free to reach out to [email protected] with your full name and policy number and we're happy to provide further assistance.
Best regards,
The Embrace Team
Embrace has been great! They make the process very easy and fast. Customer Service is a pleasure to deal with. They are helpful, compassionate, and eager to please.
Reply from Embrace Pet Insurance2026-08-06
Hello Iris,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced helpful and compassionate service from our team. We sincerely appreciate your kind words and you taking the time to leave that feedback!
Best regards,
The Embrace Team
Their claim process is below average. You give them all the correct information they need, and they make up excuses why they won't reimburse you. Really frustrating when the vets and their staff prepare all the detailed information, and no response or get denied when the claim should be reimbursed. Believed in EMBRACE, very disappointing.
Reply from Embrace Pet Insurance2026-08-06
Hello Candace,
Since this was your pet's first accident or illness related claim submitted, it typically takes about 30 business days to process as we work directly with you and your vet provider(s) to gather any additional medical records needed and review your pet's complete medical history. During the review process, our claims team will copy you on medical record requests that go out via email, but it is unlikely you will receive any additional updates unless they need your specific assistance. The claim will stay in the pending or on hold status until the review is complete, but once it’s done you will receive a separate confirmation email once your claim has been completed. Moving forward, our standard processing time for claims is 10-15 business days and we want to assure you it’s a much smoother process! We see you've spoken with a representative regarding your concerns, but if you have any additional questions please feel free to reach out to our Customer Care team and we're happy to help. Our goal is always to support our policyholders and their pets, so we appreciate your feedback and will use it to continuously improve our services.
Best regards,
The Embrace Team
J
James Turck · 5 reviews · Experienced 2026-08-03 ·
★★★★★
Yeah when they sold they made a lot of…
Yeah when they sold they made a lot of comments and Promises turns out I still haven't been paid every time I call it's another 30 days another story my dog has never been sick so he has just general records and things they should be paying on they gave me another story on the last call on August 10th I'll be making a call if that is a straight now I'll be going to the insurance commission in North Carolina is company is got really bad customer service
Reply from Embrace Pet Insurance2026-08-04
Hello James,
We sincerely regret that your experience with our company has not met your expectations. The first accident or illness related claim submitted typically takes about 30 business days to process as we work directly with you and your vet providers to gather any additional medical records needed and review your pet's complete medical history. We work as quickly as possible, but this timeline allows us to maintain accuracy and quality in processing your claim. It is unlikely you will receive any updates during the review period unless our claims team needs your assistance. Once the review is complete, your pending claim will be completed and we want to assure you it's a much smoother process moving forward. We understand you've already spoken with a representative regarding your concerns, but if you have any other questions please feel free to reach out to our Customer Care team and we're happy to help.
Best regards,
The Embrace Team
V
Victor Jimenez · 1 review · Experienced 2026-07-22 ·
★★★★★
Embrace is a big scam
Embrace is a big scam , a pay $1186.72 dollars for 3 months for my pet’s wellness and pet insurance and wen I try to use it I receive only paperwork to mail it back and I did it but I still get the same crap , so I take the action to cancel it, they don’t do anything for my, only stealing my money, they refund my only $387.25 great business for this tiff company, I hope nobody trusts them anymore.
Reply from Embrace Pet Insurance2026-08-04
Hello Victor,
We regret that your experience with our company did not meet your expectations. We were unable to locate your account to view the specific details of your claims, but please feel free to reach out to [email protected] with your name and policy number and we're happy to address any questions or concerns you have.
Best regards,
The Embrace Team
Mike GuyUnited States · 1 review · Experienced 2026-07-31 ·
★★★★★
When I first started using Embrace
When I first started using Embrace, we had a couple of rough patches. Since we got that straightened out, they have been absolutely outstanding. Highly recommended.
Reply from Embrace Pet Insurance2026-08-04
Hello Mike,
We're happy to hear that we were able to resolve those initial challenges and that you're now having an outstanding experience with us. We sincerely appreciate your recommendation and you taking the time to share your feedback!
Best regards,
The Embrace Team
R
Riva Tait · 7 reviews · Experienced 2026-08-03 ·
★★★★★
Excellent customer service
Excellent customer service, very responsive to customer concerns. Also claims are handled quickly and efficiently.
Reply from Embrace Pet Insurance2026-08-04
Hello Riva,
Thank you for taking the time to share that feedback! We’re happy to hear you’ve had a positive experience with our Customer Care team and claims service!
Best regards,
The Embrace Team
Ray TUnited States · 1 review · Experienced 2026-06-26 ·
★★★★★
This company is awful on claims
This company is awful on claims! The so called wellness is paid in advance then you have to jump through their numerous hoops to get the claims reimbursed. Caused so many frustrating roadblocks it made an easy decision to cancel the entire policy. If you have to jump through those hoops just to get your own money back I can just imagine how an accident claim may go.
Reply from Embrace Pet Insurance2026-08-04
Hello Ray,
We are sorry to hear that your experience with our company has not met your expectations. The Wellness Rewards plan is an optional add-on plan that functions like a budgeting tool, and it reimburses you 100% upfront (up to your chosen annual allowance) for the routine or preventative care your pet needs. We were unable to locate your account to view the specific details of your claims, but please feel free to reach out to [email protected] with your full name and policy number and we're happy to provide further assistance.
Best regards,
The Embrace Team
Steven KneelandUnited States · 1 review · Experienced 2026-07-25 ·
★★★★★
Avoid at all costs
Just got a letter stating that they are going to raise my monthly premium from $140/month to $226/month for the next renewal. My plan has a 5k limit, 70% copay, and $1,000 deductible, I'll call as they requested to see what they offer, but I don't know what they could possibly offer me to keep my policy when it already isn't great. My dog does have preexisting conditions, that they don't cover, but recently is being treated for seizures and I finally have used them a bit. She is 16.5, and from what I've read it is standard practice for pet insurance to price out senior dogs which is total BS. The whole reason I got the insurance in the first place was so that she could be covered in old age. Should not have gotten it all. Total rip off.
Reply from Embrace Pet Insurance2026-08-04
Hello Steven,
We understand that substantial premium increases are challenging, and we truly regret any disappointment you've experienced with your policy. We know that as a customer of Embrace for multiple years, you have experienced a premium increase before and in light of that, some of this information may already be familiar to you, but Embrace evaluates our premium increases annually based on our entire book of business The main factors that impact premiums each year include the age of a pet, tenure of the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. We strive to find a balance in maintaining quality coverage for the pets that we insure, while also factoring in changes in the marketplace, but the reality of the premiums is that they do go up over time as our pets get older to account for the increasing risk of illness and injury.
However, we do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. Our goal is to work closely with each policyholder to explore personalized solutions and adjust coverage as needed to support you during this time. We understand you've already spoken with a representative, but if you have any additional questions or concerns or would like to explore those options further, please feel free to reach out and we're happy to assist you.
Best regards,
The Embrace Team
D
DJ O · 2 reviews · Experienced 2026-07-31 ·
★★★★★
It seems the left hand doesn't know…
It seems the left hand doesn't know what the right hand is doing with customer service and claims. If you're leary about insurance in general and feel it's kind of a scam or fraud, this company won't change your mind, that's for sure.
Reply from Embrace Pet Insurance2026-08-04
Hello DJ O,
We sincerely regret that your experience with our company has not met your expectations. Please feel free to reach out to [email protected] with your full name and policy number and we're happy to address any questions or concerns you have.
Best regards,
The Embrace Team
This company is a rip off. I had filed a few claims & last one for rash on her neck & chin. They said that she had an ear infection in the last year & said the rash was related to the ear infection. The ear infection was 10/25. She saw the vet on 7/14/26 for the rash. They have nothing to do with one another. They do anything to keep from paying a claim.
Reply from Embrace Pet Insurance2026-08-04
Hello Carla,
We want to assure you we are committed to providing consistent and comprehensive coverage for pets throughout their life, with 92% of the claims we receive qualifying for coverage, and we sincerely regret any disappointment you experienced with the outcome of your claim. We strive to be as upfront and transparent as possible about the coverage regarding the exclusion of pre-existing conditions (defined as anything noted as symptomatic or diagnosed prior to the start of the policy and through the initial waiting or exclusionary periods). Dermatological conditions related to the pet's skin include ear infections and skin lumps from skin irritation or infection. As this condition was first noted prior to the policy purchase, it is considered pre-existing and ineligible for coverage. We understand you've spoken with a team member regarding your concerns, but if you have any other questions please feel free to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
