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.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.
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.My puppy isn’t a year old yet and I’ve had 4 claims. All of them were covered and I had no problems collecting. Embrace was been wonderful for me and my dog.
Hi Aaron! We are so happy to hear that we have been able to provide such positive support for you and your puppy! We appreciate you sharing your wonderful experience with us. Best Regards, The Embrace Team
I only complaint I have is that the website is always down when I need to review policy. Your staff was kind enough to send the documents I needed to my email. Other wise so far everything has been good. I have not submitted any claims yet. When I do I hope I will not have problems or rejections. I had to fight to have most of my vet bill paid by Nationwide because they were not reviewing documents. Just rubber stamping them. In the end I have to make numerous call and send documents to them 3 times. Finally I got some with a heart to look them over and they paid according to the policy. In the End, My dear Gracie passed away. It was a very stressful time. I hope I do not have to fight to have my bills paid per the policy. I'm putting my trust in this company. I hope I don't get burned.
Hello JA, We appreciate you taking the time to share your feedback, and we regret to hear about the difficulties you experienced with the website and your previous insurance provider during such a challenging time. We understand how stressful it can be when you're trying to manage important documents and navigate claims, especially when dealing with the loss of a beloved pet. We are glad our staff was able to assist you promptly by sending the necessary documents via email. We are actively working to improve our website's reliability to ensure it's always accessible when you need it. We want to assure you that we are committed to processing claims fairly and according to policy terms. We value your trust and are dedicated to providing a smooth and supportive experience for you and your pet. Best Regards, The Embrace Team
The Embrace representative was very kind and helpful throughout my policy renewal process.
Hello Laura, We're happy to hear you experienced kind and helpful service from our representative and we sincerely appreciate you taking the time to leave that feedback! Best regards, The Embrace Team
Never signed up to these but taken a payment from my account I don’t know what is going on will be reporting as fraud tomorrow
Hello Marisa, We were unable to locate an account under your name, but we would like to review further and encourage you to give us a call at 800-511-9172 or reach out to [email protected] as soon as possible and we're happy to provide further assistance. Best regards, The Embrace Team
After 7 years of being a paying customer of Embrace, the company jacked my dog's insurance from $1197 to $2352 with no change in deductible, % covered or total claims allowed. My dog is 11 years old , 12 pounds and very healthy. Since 2019 I have filed only 10 claims for her mostly concerning her teeth cleaning - all were minor claim payments. I received an email requesting that I contact Embrace for an explanation. Customer service offered me a new policy for ~$800 that didn't't cover any pre-existing conditions like a tooth that needed to be pulled during cleaning. They were obviously cutting older dogs from their membership. Even at $800, I don't feel that I am getting value for money. There are a lot of other pet insurance options.
Hello Virginia, 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 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. 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
We have been very pleased with the support, the quick approval to claims and the friendly customer service. We have already recommended Embrace Pet Insurance to others. We have our 2 yorkies insured and one has an upcoming surgery that will be covered. It makes it a lot easier to proceed with care for your pet when you have "help" covering the costs.
Hello Julie, We strive to make the claims process as smooth and efficient as possible, so we're glad to hear you had a positive experience! We appreciate your recommendation and you taking the time to share that feedback! Best regards, The Embrace Team
Filed a claim been over a month and they finally decided to get in contact with my vet regarding health records, which my vet clinic responded to their email, embrace stated they didn’t receive a email from them the first time I called the second time I called Anna claimed they didn’t sent the records via link they sent in the email, then she has the nerve to tell me that I need to call and make sure they sent the papers the proper way, no that’s your job not mine, I am paying you for your services not the other way around and I told Anna that I wasn’t going to play the middleman it’s their job to call and get those papers, she sents it to the claims department where they proceed to email telling me I need to get the records for them and fax them to them, why can’t y’all call the vet and ask for them to be faxed? Very disappointed in this company and it’s even more frustrating I’ve wasted two months paying for their services that I’ve never gotten and won’t get cause they’re too damm lazy to do their job. Update I received a email today from embrace stating they received Oliver medical records, they not only lied to me this last two phone calls between me and them, but they’ve been refusing to do their job and reimburse me like they claim they do, and of course as you can see in their response their trying to blame me for their incompetence is o do their job reaching out and letting me know how it’s going is one thing but telling me I need to do it for you is another and I have photos of the messages between us that review is posted on google review board
Hello Lynn, 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 you and your vet provider(s) to gather your pet's medical records and carefully review the details to make sure everything is in order. Our standard procedure is to reach out to the vet providers on your behalf via email and/or fax as those are typically the vet providers preferred contact methods. We also copy you on medical records requests that go out via email to keep you in the loop and you can submit medical records if the vet sent it to you directly. We were unable to locate your account to view the specific details, but please know we take your feedback seriously and we would like to review further. Please feel free to reach out to [email protected] with your name and policy number so we can provide further assistance. Thank you! Best regards, The Embrace Team
Poor customer service...taking to long to "review" alleged claims... not reading histories effectively... disqualifyng claims with no reason... bad bad bad....and did I say BAD?
Hello Jose, 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, and we regret that your experience with our company has not met 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 full name and policy number and we're happy to provide further assistance. Best regards, The Embrace Team
Bitter sweet rating, I have been with Embrace for quite a while now and have insured multiple pets through their assistance and recommended them for years! When talking to their staff they are always helpful and make sure my questions are answered. I have genuinely felt comfort knowing I had support when it came to my pets health. (Thank you Marisol!!!) Recently, however, I received a call from the company wanting to verify/discuss my account with an AI bot on the other line. Receiving that call honestly brings some concerns for me and distrust with the companies decisions now. I have a senior pet that is insured and after her passing I don’t know if I will consider re-insuring a future pet with the company. Again, the staff themselves have been absolutely amazing and always a pleasure to chat with but I’m unsure of the companies decision makers.
Hello Fiona, Our team at Embrace, many of whom are pet parents ourselves, genuinely cares about the well-being of our pet parents and their pets, so we sincerely appreciate your kind words and you taking the time to share your feedback! We also regret any disappointment you experienced regarding the recent call you received. 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
I have had Embrace pet insurance for over 8 years. I have found them very easy to work with throughout those years. I have been pleased with the reimbursement process.
Hello W. Patricia, We're happy to hear that you've had a positive experience with our company over the years! Thank you for your kind words and for being a loyal customer! Best regards, The Embrace Team
Unfortunately, I’ll be moving on with another insurance. Embrace has failed to help me with my claims. I’ve tried reaching out multiple times and there has been no help. I had to contact the vets for information and have them send it over to embrace. However, even with that information, they still fail to complete my claim and this is going on to two months now.
Hello Jerry, We regret that your experience with our company has not met your expectations. We were unable to confirm 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 provide further assistance. Best regards, The Embrace Team
Been with these guys for 4 or 5 years. Never any problems. If a refund is not in your account by 2 or 3 days give em a call they will take care of you.
Hello Michael, We truly appreciate your long-standing loyalty and your positive feedback. We are glad to know our team has consistently taken care of your needs! Best regards, The Embrace Team
The customer service associate who took my call, Brianna, was great -- friendly, helpful, knowledgeable and explained everything really clearly and was able to resolve my question quickly and efficiently.
Hello Mo, Thank you for the kind words and for sharing that feedback! We strive to provide our customers with knowledgeable and helpful support, and we're pleased that our representative has met your expectations! Best regards, The Embrace Team
Had to give 1 star to post. The WORST customer service ever. Don’t waste your money. They don’t want to pay claims. They actually wanted records from a vet that had been closed from 4 years ago.
Hello Merle, We regret any frustration you've experienced with the processing of your claims. In order for us to process any accident or illness related claims, we are required to complete a Medical History Review for the pet, which typically takes about 30 business days to process provided we receive all of the required documentation. Not that the review is finished, your claims have moved forward and will be completed shortly. We see a team member has followed up with you to provide additional information, but if you have any other questions, please feel free to reach out and we're happy to help. Best regards, The Embrace Team
I have been a customer for 11 years and have made 3 claims. Great customer service and timely reimbursements. I know the policy cost would increase yearly, but it is getting to be quite expensive for not using the insurance very much.
Hello Natalie, We're happy to hear that you've had positive experiences with our customer service and claims processing over the years! We understand that premium increases are challenging, but 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 have any other questions or would like to explore those options further, please feel free to reach out to our Customer Care team and we're happy to provide additional assistance. Thank you for taking the time to share your feedback! Best regards, The Embrace Team
Truly horrible experience. Unexperienced staff. Did not understand information from our vet. *UPDATE nobody from their customer service reached out to us despite what they say below. We canceled our policy
Hello Samantha, We sincerely regret that your experience with our company has not met your expectations. A team member has followed up to further address your concerns, and if you have any additional questions, please feel free to reach out to them directly and they will be happy to assist as they are able. Best regards, The Embrace Team
The claim was processed quickly but not correctly. When the claims software scanned the receipt it interpreted the description the vet hospital used as a Wellness claim instead of an Illness claim that it actually was. I called the customer support phone and got an agent who quickly understood the issue and got it to an adjuster to reprocess it. The claim was reprocessed by the next day. All's well that ends well.
Hello Jan, We're glad to hear our representative was able to quickly address your concerns and resolve the issue with your claim. Thank you for sharing that feedback! Best regards, The Embrace Team
The WORST. When you are paying hefty premiums for months and file a $300 claim with zero response or action, you know it’s a scam. We went to Spot and they have been stellar. I cannot stress enough to please do your research and, by all means, stay away from Embrace. The only thing they ‘embrace’ is your monthly premium. They love your money but refuse to pay for a simple claim. They are a fraud.
Hello E&JMelian, 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, and 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 full name and policy number and we're happy to provide further assistance. Best regards, The Embrace Team
You are literally making it a pain hoping people won’t claim. Shame on you. Just a disappointment.
Hello Anna, 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, and we regret that your experience with our company has not met 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 full name and policy number and we're happy to provide further assistance. Best regards, The Embrace Team
The advisor on the phone was able to solve the problem and provide me with the claim information .
Hello Ellen, We're so pleased to hear that our advisor was able to successfully resolve your problem and provide you with the claim information you needed. Thank you for sharing your positive experience! Best regards, The Embrace Team
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