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
J
Jeff Swanberg · 1 review · Experienced 2026-07-15 ·
★★★★★
There was a grace period for…
There was a grace period for preexisting conditions of six months. I called embrace and confirmed I met the preexisting requirement. Three days later I take my dog in for X-rays because I noticed he was limping and submit a claim for the procedure. Embrace then requested all documentation from my veterinarian. I thought thought this was dishonest because I was previously told preexisting conditions were no longer considered. I subsequently cancelled my policy.
Reply from Embrace Pet Insurance2026-07-21
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
J
Jessica · 10 reviews · Experienced 2026-07-16 ·
★★★★★
Embrace let me and my senior cat down
Today, 7/22/26, I cancelled the the two policies I had on my cats. I can use the savings to put aside money for their care. Their response, which is generic, pushed me to my decision. When I called them about it they acted as if there was no room to alter the price unless I shaved whatever existing coverage there was.
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My cat who is 13 now has been on Embrace since he was 4 months old. There was a jump in cost when he got older, like at 10, so I had to alter the policy. He hasn’t cost them much in claims. Nevertheless at age 13 they doubled the cost of his premiums to over $200. I called back prepared to cancel because it wasn’t worth the cost anymore. At the moment he’s on an accident policy for seniors that is cheap but I’ll probably cancel that too. Embrace really let me down.
Reply from Embrace Pet Insurance2026-07-21
Hello Jessica,
We understand that premium increases are challenging and we sincerely regret any disappointment you've experienced. 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. 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. Our goal is to work closely with each policyholder to explore personalized solutions to support you during this time, and we understand you've already spoken with a representative regarding these options, but if you have any other questions please feel free to reach out to our Customer Care team and we're happy to provide additional assistance.
Best regards,
The Embrace Team
А
Андрей Борисов · 1 review · Experienced 2026-07-17 ·
★★★★★
Unfair policy review: Permanent exclusion for a fully cured, 2-year-old resolved injury.
Embrace Pet Insurance refuses to remove exclusion for a fully resolved injury with 2 years of clear medical records.Текст:I am writing this review to warn other pet owners about Embrace's unfair Medical History Review process. My cat, Leo (Policy No. EP0102-9957), underwent a successful fracture repair in May 2024. Due to a minor pin migration, the surgical hardware (IM pin) was completely and safely removed on August 26, 2024.For nearly two years, Leo has been completely symptom-free, requires no medication, and has normal clinical function. His most recent routine exam from May 23, 2026, explicitly states: "Ambulatory x 4, no lameness noted. Pet is ambulating well, no issues seen in all 4 limbs. Healthy pet."I submitted a formal appeal with full veterinary charts from Oaks Veterinary Urgent Care proving complete clinical resolution. However, the appeals specialist (Jennifer H.) and the claims management team (Ashley Mlinarik) denied the request, citing strict pre-existing terms. They treat a temporary, fully cured mechanical issue (a removed pin) as a permanent chronic condition.If your pet has ever had a fully resolved injury prior to the policy start date, do not expect Embrace to act reasonably or honor their guidelines regarding temporary conditions. I will be taking my business to a competitor that differentiates between chronic illnesses and fully cured injuries.
Reply from Embrace Pet Insurance2026-07-31
Hello Andrei,
We are sincerely sorry to hear that your experience with our company has not met your expectations. We do distinguish between temporary and permanent pre-existing conditions and understand that some conditions can be symptoms of curable conditions. However, Leo's fracture of the tibia and fibula and subsequent limping due to the pin migration is pre-existing because the clinical signs occurred prior to the policy's effective date, and it does not meet the criteria for a temporary condition. We understand you've already spoken with a representative regarding your concerns, but if you have any additional questions, please feel free to reach out to and we're happy to provide further assistance.
Best regards,
The Embrace Team
M
Michael Brown · 2 reviews · Experienced 2026-07-17 ·
★★★★★
They made me resubmit an invoice
They made me resubmit an invoice, a second time this has happened. When they do approve a claim, payment has been prompt. Even so, I'm switching to a lower-priced carrier that has a better rating by the Wall Street Journal. (Embrace doesn't even get a mention.)
Reply from Embrace Pet Insurance2026-07-21
Hello Michael,
We regret any frustration you've experienced with your recent claim. In order for us to process claims, we require a clear and legible copy of all pages of the invoice. A qualifying invoice will also have the pet’s name, the date of service, an itemized list of products/services and their costs, and the grand total including any taxes, fees, discounts, shipping costs, etc. 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 name and policy number and we're happy to provide further assistance.
Best regards,
The Embrace Team
Poor service, no communication, lack of updates and responses to customer inquiries. Lies about turnaround time on claims: long waits on reimbursement after submitting invoices and vet records multiple times.
Cannot recommend!!!!
Reply from Embrace Pet Insurance2026-07-21
Hello Christy,
We sincerely regret any frustration you experienced with the claims process. The first accident or illness claim submitted typically takes about 30 business days to process. During this time, we work directly with you and your vets 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. Once the medical history review is complete, it’s a much smoother process moving forward and our standard processing time for claims is 10-15 business days. 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.
Best regards,
The Embrace Team
Pay your claims, stop making your customers resend vet notes and invoices multiple times especially on conditions your fur baby has already been treated for and you have notes stating it is a permanent condition
Reply from Embrace Pet Insurance2026-07-21
Hello Karan,
We sincerely regret any frustration you've experienced with the processing of your claims. We see a team member followed up to further address your concerns and offer resolution. If you have any additional questions, please feel free to reach out to them directly and they will be happy to assist you.
Best regards,
The Embrace Team
W
WS Patch · 7 reviews · Experienced 2026-07-10 ·
★★★★★
Not Great Experience
At this time, I am waiting on a claim, and so far it is not going well. I am having trouble getting hold of anyone in the claim department, no one responds to my emails or updates anything on their site. I’ve had my vets send vet records multiple times, Embrace still says waiting on medical history. When I finally get hold of a human being- they say it could be a MONTH for them to process the claim after going through the pet’s history!!! All this , after I was told they had a fast turn around and usually reimbursement happened within 48hours. So, either their representative lied to me or they think they can get away with poor communication and service because pet insurance is needed. Never again. I can and will be looking for other coverage.
Reply from Embrace Pet Insurance2026-07-21
Hello WS,
We are sincerely sorry to hear that your experience with our company has not met your expectations. The first accident or illness claim submitted typically takes about 30 business days to process and we do strive to be as upfront as possible about the timeline. We also provide status updates via email and via your customer account. 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 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 assist you further!
Best regards,
The Embrace Team
C
Clark Aiken · 1 review · Experienced 2026-04-02 ·
★★★★★
Very slow process
Have seen the requested documents multiple times and I still get a email requesting the documents. My vet has sent the documents and have gotten a return fax saying confirming they received the documents. So im lost on what to do. Said it would take a month for the first claim but it's been almost 5 months
Reply from Embrace Pet Insurance2026-07-21
Hello Clark,
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 see you've spoken with a representative regarding your concerns and your claim has been completed. If you have any additional questions or concerns, please feel free to reach out to our Customer Care team and we're happy to help.
Best regards,
The Embrace Team
Quick returns on your claims, friendly professional staff ! They answer all your questions and give you the best advice!
Reply from Embrace Pet Insurance2026-07-21
Hello Sharon,
We're happy to hear you've experienced friendly and professional service from our team and we sincerely appreciate you taking the time to leave that feedback!
Best regards,
The Embrace Team
D
Damian Scott · 1 review · Experienced 2026-07-16 ·
★★★★★
Shameful service—avoid this company!
Over a year ago, we rescued a sick 6-week-old puppy. Thanks to excellent veterinary care, he was nursed back to 100% health, clearing all infections and testing completely negative across the board. A year later, we signed up for Embrace Insurance through a recommendation from a veteran service. After a recent move, we submitted three routine claims (for allergies and an upset stomach). What followed was months of abysmal customer service. They dragged us through incompetent procedures, constantly blaming delays on "IT issues," only to ultimately deny every single claim. Taking advantage of veterans and pet owners who just want to care for their animals is shameful. Save yourself the headache and avoid this company.
Reply from Embrace Pet Insurance2026-07-21
Hello Damian,
We are sincerely sorry to hear that your experience with our company has not met your expectations. We want to assure you that we are committed to providing consistent coverage for pets throughout their life, with 92% of the claims received qualifying for coverage, but we are unable to provide coverage for pre-existing conditions. 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. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that they are accurately assessed and helps us provide fair and consistent coverage for all policyholders. We understand you've already spoken with a team member 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 assist you further. 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
R
Ruth Parker · 1 review · Experienced 2026-07-15 ·
★★★★★
They started good
They started good. Then they raise my coat every year. They state due to vet has gone up. When I ask for prove with phone number so I can call to verify. They inform me was because my dog was year older
They offer I lower price is a raise my deduction. But they would raise and I would call the next year and again I would have to raise my deduction amount. Therefore I cancel the policy. In two years when frp 47. To 64. Per month. I hate them we are not fool
Reply from Embrace Pet Insurance2026-07-21
Hello Ruth,
We recognize that premium increases can be challenging. 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 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. We understand you've spoken with a representative regarding these options and we are sad to see you go, but understand you must do what you feel is best for your and your dog. If you have any other questions or concerns, please feel free to reach out to our Customer Care team and we're here to help.
Best regards,
The Embrace Team
Friedly and very helpful staff. Without Embrace many couldn’t afford to have a pet animal.
So, thank you for your being there for us and our beloved pets.
Reply from Embrace Pet Insurance2026-07-13
Hello Gerald,
Thank you for your kind review! We're so glad to hear you've had a great experience with us. We appreciate you trusting Embrace to help keep your furry friends happy and healthy!
Best regards,
The Embrace Team
Hello Ricardo,
We regret any disappointment you experienced with the claims process. We sincerely regret any disappointment you experienced with the claims process. 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 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
MattUnited States · 2 reviews · Experienced 2026-05-04 ·
★★★★★
Timely and slow
Very slow claim process and had to do all the work for the insurance company. My time is precious, why am i doing your work? I should have to call doctors. Cost friendly compared to other companies, however, other companies pay 100% of everything. Just got my claim today, two months later. Wasnt the greatest experience.
Reply from Embrace Pet Insurance2026-07-10
Hello Matt,
We appreciate you sharing your experience with us and we truly regret any disappointment you experienced with our claims process. 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. Sometimes we do request your help to get the documents in a timely manner whether it be because the clinic requires your permission to release the documents or we are not receiving any response from the clinic when reaching out on your behalf. 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!
If you have any additional questions or need further assistance, please don't hesitate to reach out to our Contact Center. 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
R
Robin Broadway · 1 review · Experienced 2026-07-08 ·
★★★★★
Not reimbursing
Well let me tell you if if you had a pre existing condition or don’t know you had a preexisting condition:check with you Vet before buying this insurance. We did not know because a phrase called (choppy gate) which in the ‘doc notes’ which you don’t see unless you ask see we were told no existing conditions but when we filed a claim sure enough the doc note had this so no money for any of my claims. So I paid 2 month premiums and unfortunately my dog passed away and we got zip due to a librella shot that killed him due to osteoporosis (choppy gat) So $1500 with only about $300 reimbursed be very aware very aware plus it took almost a month for them to decline my claims awful company I’m not happy
Reply from Embrace Pet Insurance2026-07-09
Robin,
We are truly sorry to hear about the passing of your beloved dog. We understand how incredibly frustrating and upsetting it must be to feel that your claims were declined due to a pre-existing condition you weren't aware of, and we deeply regret the distress this has caused. We define a pre-existing condition as anything at all that is diagnosed or symptomatic prior to the policy start date and during the initial waiting and/or exclusionary periods as outlined in the policy terms and conditions.
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 be transparent about what our policies do or do not cover. We are here to help clarify any aspects of your policy and the claims process. We do see that you've already reached out to us regarding your policy. Please do not hesitate to reach out to us again for any further assistance. We are thinking of you during such a difficult time.
Best Regards,
The Embrace Team
D
D S · 2 reviews · Experienced 2026-07-07 ·
★★★★★
I am not happy so far
I am not happy so far. I submitted my first claim in November 2025 for surgery for a testicle that did not descend. They claimed it was a routine neuter and so was not covered. irritating but i guess i understand. i then had more issues with my cat so submitted several visits about 6 month later in April.. it's been a month so i logged on to get an update and its saying that they are still waiting on medical records. i called to follow up and it says its a 40 min wait. i logged in to check my policy more in depth and it looks like i "opted out" of perscription and exam fees. I dont even remember this being an option when I signed up! its like nothing is covered!! if you want the bare minimum coverage, a 50% chance of being covered when need, and 0 customer support, choose Embrace.
Reply from Embrace Pet Insurance2026-07-08
Hello D S,
We sincerely regret any disappointment you experienced with the claims process. 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 understand the long hold times can be frustrating as well. Please know that we are working on training new staff to minimize hold times and we appreciate your patience as we assist each pet parent with care. 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 with your policy.
Best regards,
The Embrace Team
L
Laura H. · 1 review · Experienced 2026-06-27 ·
★★★★★
Trusting Embrace Pet Insurance was my biggest financial mistake.
I would never recommend Embrace as a long-term safety net for senior pets. Trusting Embrace Pet Insurance was my biggest financial mistake.
After more than six years and five pets insured, my monthly premium jumped from $347 to $647 at renewal, an 86.7% increase. I have accepted premium increases for years, but nothing remotely close to this.
When I escalated the issue to Embrace's senior management, I was told my only options were to pay the increase, reduce my coverage, or cancel it altogether. There were no loyalty accommodations, grandfathering provisions, or retention options.
I also asked whether future renewals could see increases of this magnitude again. I was essentially told that premiums are determined by the underwriters each renewal, meaning there is no cap and no guarantee that another increase like this couldn't happen in the future.
Now I'm trapped. My senior dog's age and medical history make switching carriers unrealistic because much of his history would be considered pre-existing.
My advice: research carefully before choosing a pet insurer, and avoid Embrace Pet Insurance, they will punish you for years of loyalty!
Reply from Embrace Pet Insurance2026-07-09
Hello Laura,
We understand that premium increases can be challenging, and we sincerely 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 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. We see you’ve already spoken with a representative, but do not hesitate to contact us if we can be of further assistance. 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
Embrace has really been a life-saver for our cats. While one cat has never had any issues, the other one has had multiple issues and Embrace and their team makes everything effortless for me. Overall, Embrace and their partnership with USAA has helped us provide quality care and handle unexpected costs. They are seriously the best!
Reply from Embrace Pet Insurance2026-07-07
Hello raymondgonzales1978,
We're so happy to hear that we could be there for your cats, especially when unexpected issues arise. Providing quality service is our top priority! Thank you for taking the time to share your experience and thank you for trusting USAA and Embrace!
Best Regards,
The Embrace Team
D
David M · 2 reviews · Experienced 2026-07-01 ·
★★★★★
Contact with Embrace has been excellent…
Contact with Embrace has been excellent for close to 20 years (have had multiple dogs over those years). There have not been any disputes or non-coverages. We have been treated well.
Reply from Embrace Pet Insurance2026-07-08
Hi David!
We are so incredibly grateful to hear about your long-standing positive experience with us over the past two decades. It's wonderful to know that we've been able to provide excellent service for all your beloved dogs. Thank you for choosing Embrace!
Best regards,
The Embrace Team
D
Dawn Hibbler · 1 review · Experienced 2026-06-30 ·
★★★★★
Customer CARE
My representative, Jeff, was incredibly helpful. He listened to my needs and guided me to a plan that perfectly suited those needs. He was knowledgeable, efficient, and professional. I couldn't have asked for better customer care-- not just customer service-- customer CARE!
Reply from Embrace Pet Insurance2026-07-06
Hello Dawn,
Thank you for taking the time to share that feedback. We're happy to hear that your experience was satisfactory and that our representative helped to guide your decision to choose Embrace. Please do not hesitate to reach out if you have any questions or concerns as you continue to explore your coverage!
Best regards,
The Embrace Team
