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.
Written by the business, not verified by us.
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.
What people say
M
Michael McCoy · 2 reviews · Experienced 2026-06-16 ·
★★★★★
Repeatedly requests same information…
Repeatedly requests same information already provided.
Seems more interested in delaying or denying than actually paying claims, if they actually ever do.
Reply from Embrace Pet Insurance2026-07-30
Hello Michael,
We sincerely regret to hear that your experience with our company has not met your expectations. The first accident or illness claim submitted will typically take about 30 business days to process. During this time, we work directly with you and your vet to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your customer account. Sometimes an automated email request may go out before we've had a chance to update it in our system and we apologize for any confusion that may have caused. We also want to assure you that once the Medical History Review is complete, it’s a much smoother process moving forward!
We see that you recently spoke with one of our representatives regarding your concerns, but if you have any additional questions or need further assistance, please don't hesitate to reach out and we're here to help. Your feedback is invaluable, and we want to assure you that we will use it to continuously improve our services.
Best Regards,
The Embrace Team
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Victoria BECK · 10 reviews · Experienced 2026-07-22 ·
★★★★★
I received excellent customer service…
I received excellent customer service each time that I've called. The turn around for reimbursements was within the 2-3 day turn around the company states it takes. I highly recommend Embrace Pet Insurance Agency.
Reply from Embrace Pet Insurance2026-07-29
Victoria,
Thank you for sharing your positive review of Embrace. We are so glad that we have been able to provide you with prompt and efficient service with both the processing of your claims and during your phone conversations with our team members. Thank you for taking the time to share your experience!
Best regards,
The Embrace Team
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Brenda Siedenburg · 2 reviews · Experienced 2026-07-21 ·
★★★★★
Poor Customer Service
So far, I've had this insurance for a month. They sent ME an email asking me to confirm that my dog had no preexisting conditions after they checked with her vet. So I responded to the email and they said I was not allowed to ask this. I purchased this coverage. I set it up. They take their monthly payment out of my checking account. But apparently, only my husband can contact them. Anya T still denied me. Quite misogynistic. Finally they added me to the account, (that I opened), after I told them I was going to cancel the insurance. I still have not received a response to find out if my vet thought that she had any preexisting conditions. She's 13 years old and we are paying $140 per month. She's very healthy and active. After reading the other reviews, I feel that this insurance company that was endorsed by USAA, was a bad choice.
Reply from Embrace Pet Insurance2026-07-31
Hello Brenda,
We take the protection of your personal information very seriously and we have security measures in place to verify we are speaking with the correct policyholder, but we do apologize for any inconvenience this caused and for any disappointment you experienced. Please note the Medical History Review typically takes about 30 business days to process once the required medical records have been received. It is unlikely you will receive any other updates during this time unless our claims team needs your assistance. Once the review has been completed, you will receive an email with the results and if you have any other questions or concerns, 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
Embrace Pet Insurance has become a total rip off. I have been with them for almost 12 years and was living in California until I recently moved to AZ. Little did I know that moving to another state raised my premiums from $327 to over $650 a month. Keep in mind my plan ran from May 2026 to May 2027, it’s July 2026 and I had already met my $500 deductible. Come to find out they no longer raise premiums based on age of dog it’s solely based on amount of claims filed. They were unwilling to cut me any breaks and there’s no way in hell I’m paying $7200 a year for dog insurance when I don’t even pay that for my own health insurance. This company souls be ashamed of themselves.
Reply from Embrace Pet Insurance2026-07-31
Hello Melanie,
We are sincerely sorry to hear that your experience with our company did not meet your expectations. The location (ZIP code territory) where you reside is one of the factors that go into calculating your premium, so if you move to a new address the premium is subject to change. Because these rates are filed and approved, we are unable to arbitrarily adjust the premium without adjusting coverage, but 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. We understand you've already spoken with a representative and we are sorry to see you go, but we understand you must do what you feel is best for you and your dog. If you have any other questions, please feel free to reach out to our Customer Care team and we're happy to assist as we are able.
Best regards,
The Embrace Team
A
Adam S · 1 review · Experienced 2026-07-22 ·
★★★★★
We have been Embrace customers since…
We have been Embrace customers since 2019. Before Embrace became part of the JAB-backed pet insurance group, our annual increases were relatively modest and the customer service was excellent. Since then, our premiums have risen almost 100% each year. Last year, our policy covering four dogs was $655.10 per month. After one of our dogs passed away and was removed from the policy, our renewal for only three dogs increased to $773.25 per month, or $9,279 per year. We have been trying for more than a month to adjust the coverage, but Embrace’s online “Edit Coverage” feature has been unavailable. Their website still advertises the ability to review and change coverage online, yet we cannot actually use it. Every time we call, we spend an excessive amount of time on hold. We have been promised callbacks that never came and given case numbers without the problem being resolved. At this point, we have filed complaints with the Indiana Department of Insurance, Indiana Attorney General, and FTC. A company charging nearly $800 a month should, at the very minimum provide a way for customers to manage their policies.
A
Ali Schwartz · 1 review · Experienced 2026-07-24 ·
★★★★★
Buyer Beware
We have been Embrace customers since 2019. Before Embrace became part of the JAB-backed pet insurance group, our annual increases were relatively modest and the customer service was excellent. Since then, our premiums have risen almost 100% each year. Last year, our policy covering four dogs was $655.10 per month. After one of our dogs passed away and was removed from the policy, our renewal for only three dogs increased to $773.25 per month, or $9,279 per year. We have been trying for more than a month to adjust the coverage, but Embrace’s online “Edit Coverage” feature has been unavailable. Their website still advertises the ability to review and change coverage online, yet we cannot actually use it. Every time we call, we spend an excessive amount of time on hold. We have been promised callbacks that never came and given case numbers without the problem being resolved. At this point, we have filed complaints with the Indiana Department of Insurance, Indiana Attorney General, and FTC. A company charging nearly $800 a month should, at the very minimum provide a way for customers to manage their policies.
B
Barbara Williams · 2 reviews · Experienced 2026-07-23 ·
★★★★★
We have been with EMBRACE for years for…
We have been with EMBRACE for years for our two rescued Shitzu mixes. EMBRACE’S rapid response times are unheard of these days. When I submit a claim, they send an email, usually with the hour, acknowledging receipt of it. The reimbursement is usually deposited into our account within 24 hours, often less. When I need to talk with a live human, I call and a live human being picks up. Customer service is 5 stars. We highly recommend EMBRACE.
Reply from Embrace Pet Insurance2026-07-29
Thank you for your kind words about your experience with Embrace, Barbara. We are thrilled that you have found our services to be extraordinary for many years now and thank you for taking the time to recommend us to others! We are so happy to be able to help keep your sweet pups healthy!
Best regards,
The Embrace Team
Calling this number definitely doesn't work. It takes forever to get an answer. I've had a bad experience.😡😡😡😡
Reply from Embrace Pet Insurance2026-07-30
Hello Christmas,
We regret that your experience with our company has not met your expectations. We understand that you may occasionally experience delays in reaching us by phone due to high volumes. We sincerely regret any inconvenience that may cause, but please know we are taking steps to hire and train additional staff to better serve our Pet Parents and hope to resume our normal operating standards soon.
We were unable to locate your account to view additional details, 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
j
just ads · 2 reviews · Experienced 2026-07-22 ·
★★★★★
TAKE YOUR MONEY ELSE WHERE- Be really careful
BEWARE: This company will do anything to reject your claim.
They have zero intention of honoring their promises. They’ll scour every vet record for the smallest vague word—“possible,” “suspected,” “might be,” or “we don’t know”—and use it as an excuse to deny your claim.
They’re professional weasels who will twist anything to avoid paying out.
I paid their high premiums for almost two years. First claim I filed? Flat-out rejected on some bogus technicality by their own biased adjusters. Save your money. Take it anywhere else. This is not insurance — it’s a premium collection service with zero protection.
Reply from Embrace Pet Insurance2026-07-30
Hello Just,
We sincerely regret any disappointment you experienced with the claims process. 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 were unable to locate your account to view additional details, 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
the hoops you have to jump through regarding medical records and the lack of communication other than emails saying claims are pending history review are very annoying. I've had 2 other pet insurance companies neither did what embrace is doing to process a claim. I hate changing again at this point but very disappointing customer relations and service.
Reply from Embrace Pet Insurance2026-07-30
Hello Danette,
We sincerely regret any frustration you've experienced with the processing of your claims. 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.). We do offer an option to complete a complimentary Medical History Review upfront when the policy is first purchased, but if it's not requested by the pet parent, we do not review the medical records until the time of the first eligible accident or illness claim submission. This information is stated in our onboarding emails, and the first accident or illness claim submitted will typically take about 30 business days to process.
During this time, we work directly with your vet provider(s) to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your MyEmbrace account. It is unlikely you will receive any other updates during this review period unless our claim team needs your assistance. If we need any additional information to complete the review, a team member will follow up with you to let you know. Otherwise, once the review is confirmed complete, your pending claim will move forward and you will receive a separate confirmation email once it has been finished. We also want to assure that it’s a much smoother process moving forward and our standard processing time is 10-15 business days.
If you have any additional questions or concerns, please feel free to reach out and we're happy to assist you further.
Best regards,
The Embrace Team
V
VZC · 3 reviews · Experienced 2026-07-09 ·
★★★★★
Fast
Fast, available for consultation. Perfect!
Reply from Embrace Pet Insurance2026-07-29
Thank you for your 5-star review of Embrace, VZC. We are thrilled that we were able to facilitate prompt assistance for your questions! We appreciate your sharing your experience.
Best regards,
The Embrace Team
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Michael Watts · 4 reviews · Experienced 2026-07-20 ·
★★★★★
We were very happy with the coverage…
We were very happy with the coverage that we received exactly what we were looking for. Wes our agent was very professional and answered every question we could come up with 5 stars to him just dealing with the questions.
Reply from Embrace Pet Insurance2026-07-29
Michael,
Thank you for your positive review of Embrace. We are thrilled to hear that Wes was able to find you coverage that suited your needs! We thank you for choosing Embrace and appreciate you allowing us to help keep your furry family member(s) happy and healthy! Please do not hesitate to reach out as you review your policy, we are here to help.
Best regards,
The Embrace Team
T
Taha · 1 review · Experienced 2026-07-20 ·
★★★★★
Extremely poor customer service
Extremely poor customer service. Hardly cover any expenses. The one time I filed for reimbursement they took months and ended up not responding to my follow ups. Not worth a single dollar, do yourself and your pets a favor and find another insurance. Embrace is not what it used to be.
Reply from Embrace Pet Insurance2026-07-30
Hello Taha,
We sincerely regret any disappointment you experienced with the claims process. 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 were unable to locate your account to view additional details, 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
j
jeff · 1 review · Experienced 2026-07-14 ·
★★★★★
dis-honest claims process
- I filed a claim for an x-ray. Policy # #EP0098-6644. This was preventative to ensure the limping I noticed wasn't more severe.
- The prior week I called Embrace and was told my pre-existing conditions requirement period has passed.
- Embrace claim dept requested all health documentation from my vet starting from the date that the policy started Jan 5, 2026. This despite the fact that I was no longer in review for pre-existing condition.
** Review Of Response From Embrace **
After reading their response they didn't address my complaint. As I mentioned, I was personally told that the required grace period for pre-existing conditions had been satisfied. Then once I filed, they respond by requesting detailed chart notes for pre-existing conditions. This to me is dis-honest and therefore I cancelled my policy.
The procedure to have xrays completed was precautionary-nothing more. This should have been rewarded. I'm happy to report that my dog is fine and healthy. I will be investigating other providers that offer better service.
Reply from Embrace Pet Insurance2026-07-31
Hello Jeff,
We’re sorry to hear about your disappointment with your claim experience. We strive to be as transparent as possible about our coverage, and prior to completing the purchase of a policy—whether online or over the phone—all policyholders must acknowledge and accept that they understand the information and requirements related to waiting and exclusionary periods, the exam requirement, and pre-existing conditions. This step is in place to ensure clarity regarding what is and is not covered under the policy.
We are unable to provide coverage for pre-existing conditions, defined as anything diagnosed or symptomatic prior to the start of the policy and through the initial waiting or exclusionary periods. In order for us to process any accident or illness related claims, we are required to complete a medical history review for the pet. We look for the detailed chart notes from any visits that occurred within the 12 months prior to starting the policy and through the initial waiting/exclusionary periods - this is the parameter we set for any pet to make sure there was a sufficient pre-policy exam done and so that we receive the required records. Once your pet's medical records are received and confirmed complete, your claim will move forward and you'll receive a confirmation email once it's finished. We understand you've already spoken with a representative regarding your concerns, but if you have any additional questions about your claim status, please feel free to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
I have only been with Embrace Pet Insurance a short while so that might explain my lack of satisfaction with their service team…from long wait times to connect with a person to not being given the USAA discount or the “front of the line” phone number the first time I mentioned my veteran/military status…to tech issues that still have not been resolved to successfully allow me to login to my account. I have worked in IT and my read is that they scrimped on the tech support so every time they push an update…it “Breaks” something else in the system…which is typical but no one seems to test the system to see what has been broken before end users try to log on the next morning…the “cheap” way to go… I actually could list more that makes me wonder how they “earned” the customer service award they boast they have… but I will stop there and allow you to experience for yourself what this company has “done” for me these past few days…which is very little that instills confidence in them as a business…
Reply from Embrace Pet Insurance2026-07-30
Hello Sharon,
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 has not met your expectations thus far. Especially as a new policy holder.
We are aware of the technical issues that are affecting some of our users and we regret any inconvenience it has caused. We do not have a definitive timeline for when the technical issues will be resolved, but please know our team is diligently working on fixing any remaining bugs, it is high priority, and we sincerely appreciate your patience and feedback.
We do see that you've recently spoken with one of our representatives regarding your concerns. Please do not hesitate to reach out if we can be of any further assistance. We are more than happy to assist you.
Best regards,
The Embrace Team
V
Valerie Ralph · 2 reviews · Experienced 2026-07-18 ·
★★★★★
My Embrace Pet Insurance always come…
My Embrace Pet Insurance always come through quickly when I submit my claims for my pup and my pup is now 8 years young… Thank You Embrace for Caring!
Reply from Embrace Pet Insurance2026-07-29
Thank you for your kind words about your experience with Embrace, Valerie! We are so glad to hear that you have been satisfied with your experience and we are thrilled to be able to help you keep your sweet pup happy and healthy! We appreciate your review.
Best regards,
The Embrace Team
K
Kathy Cooper · 3 reviews · Experienced 2026-07-21 ·
★★★★★
Embrace is a great pet insurance…
Embrace is a great pet insurance company. Never a problem. But recently there are issues submitting a claim. They are having major technical issues and it is affecting their receiving and processing times. It has been very frustrating.
Reply from Embrace Pet Insurance2026-07-29
Kathy,
Thank you for sharing your experience with Embrace. We appreciate your kind words, especially in light of the technological struggles we have been experiencing regarding the recent updates to our customer account interface. Please know that we appreciate your patience as we work to resolve these issues, and we hope to be back to our normal service standards soon!
Best regards,
The Embrace Team
I’ve been an embrace customer since I believe 2019 and it was great in the beginning. It covered a lot of my dogs medical bills. But recently, my plan shot up $300 which I can kind of understand due to my dogs age and vet costs going up. But $300? Not only that, but when I called to change my plan, they told me it wouldn’t be a good idea because embrace made some huge mistake by overcharging and undercharging accounts and my account was apparently undercharged? So I technically was told I should have been paying more and of I chose to change my policy that I would have to pay more even though it was EMBRACES fault for making the mistake. I called again to cancel my policy and the representative told me that she could extend my payment period to see if the issue would be resolved in time so I could still edit my coverage without paying even more. I don’t make much money. I can’t afford $530 a month for one dog. And if I lowered it to like 800$ deductible with 70% reimbursement , I’d still have to pay in the $300s. Yeah no. I cancelled and even though the rep tried to make me worry about the “no other plan will cover preexisting conditions “ I still cancelled. If this is how you treat your clients you’ve had that have been loyal for years, no thanks. I will not be recommending embrace to anyone and I will not be using it for any future pets either.
Reply from Embrace Pet Insurance2026-07-31
Hello Darian,
We apologize for the error in how your premium was calculated at your most recent renewal and we sincerely regret any frustration it caused. 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 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.
We understand it can be hard to decide how to proceed, but 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. We know you've already spoken with a representative regarding your concerns and have canceled your policy, but if you have any other questions or would like to explore those options further, please feel free to reach out and we're happy to provide additional assistance.
Best regards,
The Embrace Team
From the first email to the phone call, then the follow up communications..all was near perfect execution with sensitive recognition of our loss. When my next Sheltie comes into our lives, EMBRACE will be there!
Reply from Embrace Pet Insurance2026-07-21
Hello Kathy,
First and foremost, we're so very sorry for the loss of your beloved dog! We understand this has been a challenging time, but we're glad to hear our team was able to help make the process as smooth as possible. Thank you for your kind words and for taking the time to share your experience.
Best regards,
The Embrace Team
T
Tariq Robin Muman · 7 reviews · Experienced 2026-07-21 ·
★★★★★
Extremely poor coverage
Extremely poor coverage, only had claims denied.
Reply from Embrace Pet Insurance2026-07-30
Hello Tariq,
We’re sorry to hear about your disappointment with your claim experience. We strive to be as transparent as possible about our coverage, and prior to completing the purchase of a policy—whether online or over the phone—all policyholders must acknowledge and accept that they understand the information and requirements related to waiting and exclusionary periods, the exam requirement, and pre-existing conditions. This step is in place to ensure clarity regarding what is and is not covered under the policy.
When looking at your policy it does look like we were able to cover one claim and not the other. We understand it can be frustrating to have a claim not covered, but our representatives and adjusters are happy to go over policy details and claim results with our pet parents and explain why certain things are or are not eligible for coverage. Please do not hesitate to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
