Embrace Pet Insurance

Hello Amy, We understand that substantial premium increases are challenging to navigate, and it is important to note that they are impacting the pet insurance industry as a whole. Some other pet insurance providers have chosen to cancel many policies or reduce coverage on existing policies without the policyholder’s consent, in order to maintain their financial stability. Our goal is instead to work closely with each of our policyholders to explore personalized solutions and adjust coverage as needed to support you as we are able. Please know that you have options and our team is here to help you review your plan, explore ways to adjust your coverage, or find alternate coverage to keep a level of protection in place. If you would like to explore these options further, you may do so via your customer account using a web browser or the mobile app, and our licensed agents are always happy to assist you with retrieving quotes over the phone. Please feel free to give us a call at 800-511-9172 and we're here to help. Best regards, The Embrace Team

Hello Steven, We are sincerely sorry to hear of your negative experience with Embrace. We have been experiencing a high call and email volume lately in servicing policies, but we want to assure you that we recognize this and we have changes coming soon to get back to our standard level of service. Regarding the customer account, as this function did recently experience some upgrades, we are working through some related technical challenges. Our goal is improved service and functionality all around and our team is working diligently to get service restored soon. Please know we truly appreciate your patience and understanding! We were unable to locate your account to view additional details, but please feel free to reach out to [email protected] with your name and policy number and we're happy to provide further assistance regarding any questions or concerns you have. Best regards, The Embrace Team

Hello Andy, We're committed to providing consistent and comprehensive coverage for pets throughout their life, and we're thrilled to hear you've had a positive experience with our company! We truly appreciate your kind words and recommendation! Best regards, The Embrace Team

Hello Gustave, We're happy to help with any questions you have regarding Estelle's claim. A team member will follow up with you shortly to provide further information. Best regards, The Embrace Team

Hello AJ, 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

Hello Hey You, In order for us to review your account, we need to know your name and policy number. Review sites, such as Trustpilot, typically do not show this kind of identifying information, which is why we are unable to locate your account. Please feel free to reach out to [email protected] with this information so we can confirm your account and provide further assistance. Thank you! Best regards, The Embrace Team

Hello John, We are sincerely sorry to hear that your experience with our company has not met your expectations. Your dog's medical history review was triggered because you submitted your first claim. We do offer a complimentary medical history review upfront to all policyholders, which is essentially a complete assessment of your pet's health history and will provide you with a detailed report of any pre-existing conditions that may affect coverage. However, if this is not requested by the policyholder, we do not review the medical records until the time of the first claim submission. This information is also stated in our onboarding emails. We strive to be as transparent as possible 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 and/or exclusionary periods. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian. This policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. However, if you feel there was an incorrect assessment regarding your dog's medical records, we welcome you to discuss your concerns with our team. Please feel free to reach out to [email protected] with your full name and policy number and we're happy to provide additional assistance. Best regards, The Embrace Team

Hello Brenda, We're grateful for your positive feedback and appreciate you taking the time to leave us a review! Best regards, The Embrace Team

Hello Cynthia, During our summer months, we tend to get a little backed up with the amount of documents we receive day-to-day, so there tends to be a bit of a delay between when things are received and when they are appropriately added to your account. We recognize this can be frustrating, but please know we are diligently working to return to our standard response times and we sincerely appreciate your patience and understanding. Regarding claim submissions, we require a clear diagnosis or reason for the visit if no diagnosis is determined. The diagnosis/reason for visit that you enter during the submission process determines what path it takes in our system, so if you ever have any questions about what to select we recommend contacting our Customer Care team for confirmation. 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] and we're happy to investigate further and provide additional assistance. Best regards, The Embrace Team

Hello Magdalena, We are sincerely sorry to hear 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 with your vet provider(s) to gather your pet's medical records and carefully review the details to make sure everything is in order. We understand the first claim process can be frustrating and we always work as quickly as possible, but the process can take longer if we are waiting on a response from the provider or not receiving the required documentation. We see your claim has been completed and a team member has followed up regarding your concerns. If you have any other questions, please feel free to reach out and we're happy to assist as we are able. 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

Hello Kelly, Thank you for taking the time to share your experience. We are so happy that we were able to help out with your furry family member's ER visits. Give them plenty of belly scratches from us! Best regards, The Embrace Team

Hi Yolanda, We're so happy to hear that our customer service representative was able to provide you with such a positive and helpful experience! We truly appreciate your kind words and recommendation. Best Regards, The Embrace Team

Hello Chelsea, We understand that premium increases can be challenging, and we regret any disappointment you experienced with your recent renewal notice. Each year, Embrace conducts a data analysis, and it is these findings that help us to determine increases in premium pricing for all policies for the term ahead. Our renewal increases are based on multiple factors including a pet's age, how long they've been insured, and the rising cost of veterinary care. Veterinary medicine continues to advance, allowing pets to receive more specialized treatments than ever before, but these advances also contribute to higher overall care costs. We do send emails out 30-45 days ahead of renewals to inform pet parents that their renewal is coming up, how much their renewal premium is, and a summary of why our premiums increase year to year. We see you’ve already spoken with a representative. Please know that our goal is to provide excellent customer service and we regret to hear your experience on the phone was not up to par. 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. Please know that you have options and our goal is to work closely with each policyholder to explore personalized solutions to support you during this time, but we understand you must do what you feel is best for you and your pet. We appreciate you taking the time to share your feedback and we will use it to continuously improve our services. Best Regards, The Embrace Team

Donna, Thank you for taking the time to share your positive experience with Embrace. We understand how difficult it can be navigating unexpected veterinary bills, especially larger ones you like those that you experienced with your dog. We are glad that we could be there for your family during this difficult time, and we hope your sweet pup is now on the mend! Thank you for your review. Best regards, The Embrace Team

Barbara, thank you for reaching out and we are sorry to hear of the difficulty you have been experiencing with your customer account. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and the same goes for pet insurance. Factors that impact premiums with Embrace include the age of a pet, tenure of the policy, and inflation which includes the increase in veterinary costs. We are sorry to hear you are thinking about ending your coverage. As we are sure Customer Care mentioned to you, 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. If you'd like to explore changing your pet's coverage to better fit your budget, please do not hesitate to reach out. Best regards, The Embrace Team

Thomas, Thank you for your 5-star review of Embrace. We are thrilled that our team has been of great assistance to you! We appreciate your support. Best regards, The Embrace Team

Hi Adam, We recognize that premium increases can be challenging. While it may feel like the premium increased solely due to a past claim that was submitted, we want to assure you that is not the case. Premiums increase over time with all insurance products, and pet insurance is no exception. Each year, Embrace conducts a data analysis, and it is these findings that help us to determine increases in premium pricing for all policies for the term ahead. Some of the factors that impact premiums each year include the age of a pet, policy tenure (which is how long they have been insured with us), and veterinary inflation. As pets age, they may require more veterinary care as they tend to be more susceptible to health issues. The longer a pet is insured with Embrace, the more likely we are able to cover claims for that pet, as they usually have fewer pre-existing conditions. The cost of veterinary care itself is always increasing due to inflation, meaning that insurance premiums must also increase in order to keep up with the rising costs of care. Pet insurance is designed to provide financial protection for unexpected and often expensive veterinary costs, and the increase in premiums is an investment in continued peace of mind. Embrace's coverage structure allows each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We see you’ve already spoken with a representative regarding your concerns, but if you have any additional questions or would like to explore those options further, feel free to reach out to our Customer Care Center and we’re happy to help. Best regards, The Embrace Team

Thank you for your 5-star review of Embrace, Gary. We are so delighted to hear that you have been satisfied with our services! We appreciate you trusting us to help keep your furry family member(s) happy and healthy! We appreciate you taking the time to share your experience. Best regards, The Embrace Team

Hello Patti, Please know that we certainly understand your concerns with your recent renewal notice. Each year, Embrace conducts an actuarial analysis, and it is these findings that help us to determine increases in premium pricing for all policies for the term ahead. Our renewal increases are based on multiple actuarial factors including the age of the insured pet(s), tenure of the pet(s) on the policy, and veterinary inflation. This includes not only rising veterinary costs but also the recent advances we are seeing in veterinary care. 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. In situations like what you are facing at your renewal, we understand it can be hard to decide how to proceed. Please know that you have options and our team is here to help you review your plan, explore ways to adjust your coverage, or find alternate coverage to keep a level of protection in place. Our goal is to work closely with each policyholder to explore personalized solutions to support you during this time. Please do not hesitate to give us a call at 800-511-9172 if you'd like to discuss these options and one of our representatives will be happy to assist you. Best regards, The Embrace Team

Hello Deb, We're proud to be partnered with USAA and strive to provide the best service for you and your furry family members, and we are sincerely sorry to hear that your experience with our company did not meet your expectations. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). The first accident or illness related claim submitted typically takes 30 business days to process as we work with you and your vet providers to gather and review your pet’s medical history. We understand that this can be frustrating, but this timeline allows us to maintain accuracy and quality in processing your claim. We also want to assure you that once the Medical History Review is complete, it's a much smoother process moving forward. We strive to communicate coverages, including any pre-existing conditions, as transparently as possible. We are unable to provide coverage for pre-existing conditions, as outlined in our policy terms and conditions as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods. Should you disagree with the results of a medical history review or the outcome of a claim, you do have the option to dispute it. This is a process that our claim adjusters are able to help with. We see you’ve already spoken with a representative regarding your concerns, but if you have any additional questions or would like to explore those options further, feel free to reach out to our Customer Care Center and we’re happy to help. Best Regards, The Embrace Team