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
Tricia DemarestUnited States · 9 reviews · Experienced 2026-06-25 ·
★★★★★
Used to be good
Used to be good. Then they just weren’t. Currently cannot access ANY of my policy information, coverage, file claims So far no fix. They said a few hours. It’s been days.
Reply from Embrace Pet Insurance2026-07-02
Hello Tricia,
We are aware there are technical issues affecting some of our users and we sincerely regret any frustration or inconvenience that has caused. We want to assure you it is high priority and our tech team is actively working to fix any remaining bugs. Please note in the meantime you can also submit claims via email to [email protected] if you are including the claim documentation in the body of the email or have claims related questions, or to [email protected] if you are sending the claim as a file attachment (please note this is an unmonitored inbox used for file attachments only). 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
e
elizabethUnited States · 9 reviews · Experienced 2026-06-21 ·
★★★★★
Very Helpful Advice
Customer Service rep Clementine was so clear. She helped me think through adjusting our policy rather than cancelling it. I feel very good about the coverage, looking at future health needs. Our two cats are now protected, and we feel good about the cost. I can't say enough good things about that interaction and Embrace.
Reply from Embrace Pet Insurance2026-07-01
Hello Elizabeth,
Thank you for taking the time to share your experience! We're grateful for your continued trust and appreciate you choosing Embrace to help keep your furry family members healthy and happy!
Best regards, The Embrace Team
S
S. Karin United States · 6 reviews · Experienced 2026-06-27 ·
★★★★★
I have been a policyholder for 9 years…
I have been a policyholder for 9 years and for the most part, I have been extremely happy with customer service and timely reimbursement for my expenses. My complaint is that there is a long wait time to reach a human to answer my call and the website has had many glitches that cause frustration. They do increase the price annually which is to be expected but I feel that those of us who home cook and go above and beyond exceptional care should get a little break on these increases! I am still giving them 5 stars but truly hope they fix the above mentioned issues asap.
Reply from Embrace Pet Insurance2026-07-01
Hello S. Karin,
Thank you for taking your time to leave such kind words. Please know that we are working on ways to minimize the recent increase in hold times. We are also aware of the tech issues and our tech team is working diligently to get them resolved. We are grateful for your continued trust in Embrace to help keep your furry friends healthy!
Best regards,
The Embrace Team
J
JNBUnited States · 1 review · Experienced 2026-06-23 ·
★★★★★
RUN, run far far away and never look back
I purchased pet insurance before bringing my puppy home, unexpectedly at 3 months of age she developed a cherry eye, the document processing department is extremely behind so instead of everyone communicating together I just get notification after notification that they need the complete medical history of a three month old dog. Everything I have from her three visits has been sent on 5 different occasions. And now I’m stuck because I can’t go to a new insurance company with better customer service, an easier app to function, or anything because of her eye and the fact that she have to have surgery on it.
Run before thinking about embrace. Everyone told me this was the best and it’s not, it’s been a nightmare to say the least. I’ve been told by numerous people lately that after you file claims they will also raise your cost.
Reply from Embrace Pet Insurance2026-07-02
Hello JNB,
We sincerely 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
Quick response and Incredible customer service! The rep looked into the reason for this rare delay and was able to quickly provide an answer. When I mentioned a website issue I just wanted Embrace to be aware of, she also researched that and got back to me. Love this company!! If I have a question about a claim, they are open to discussing it, reviewing their decision and reopening the claim. They are very polite and patient when explaining things so I don’t hesitate to call when I don’t understand. Reimbursements are paid rapidly. Best decision I made after I got my dogs!
Reply from Embrace Pet Insurance2026-06-26
Hello PWnMD,
We're glad to hear that our representative was able to quickly address your concerns and resolve the issue. We strive to provide exceptional customer service and to process claims as efficiently as possible, so we're pleased to hear you've had a positive experience with our team! Thank you for taking the time to share your feedback.
Best regards,
The Embrace Team
I've been a customer for 4 years now and I love how fast claims are processed and it's easy to get a person on the phone when I have questions.
Reply from Embrace Pet Insurance2026-06-26
Hello T,
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
J
Jenmifer wigdorUnited States · 3 reviews · Experienced 2026-06-26 ·
★★★★★
Rates keep going up crazy here.plus…
Rates keep going up crazy here.plus claims taking much longer to pay out. Think it’s time to change companies after 20 years between two pets.
Reply from Embrace Pet Insurance2026-07-01
Hello Jennifer,
Please know we greatly appreciate your longstanding loyalty and we regret that your recent experience has been disappointing. Premiums are subject to change at renewal due to age, veterinary cost inflation, and other factors. 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. Claims process in an average of 10-15 business days, although they can sometimes process sooner. We see you recently spoke 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 provide further assistance!
Best regards,
The Embrace Team
Poor service. They look for any reason not to pay claims. Unless you animal is a baby pet insurance is a waste of money. Save up yourself and what you we’re going to pay them put in bank. They are a waste of money
Reply from Embrace Pet Insurance2026-06-26
Hello Richie,
We regret that your experience with our company has not met your expectations. 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 assist with any other questions or concerns.
Best regards,
The Embrace Team
60% increase in cost because I used it? Didnt cover everything when my husky had knee surgery last year. Would be better saving the money monthly and just paying myself.
Reply from Embrace Pet Insurance2026-06-24
Hello Sean,
We understand that premium increases are challenging. 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, so if you 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.
Best regards,
The Embrace Team
Presently still awaiting a 6/1/26 claim -today is 6/24/26
Presently still awaiting a 6/1/26 claim (today is 6/24/26). Extremely dissatisfied with this insurance company because last year claim -we had to prove our dogs' illness that occurred despite all the medical records that were sent in. They hav no problem taking the money from your account monthly- but they really do not want to pay on an ER bill as shown by the length of time and we still have not had a response from Embrace. I have used USAA insurance for my car and our houses since the 1970's and had no issues. I also felt as others do that claims were sometimes denied or delayed due to requests for extensive medical history or technical issues with the submission process(especially since I personally sent all of my dogs' history myself from the vets' office).However my rating reflects my explanation and my disappointment in Embrace.
Reply from Embrace Pet Insurance2026-06-24
Hello Nicki,
We strive to provide the best service for our pet parents and we're sorry to hear that is not the impression you were left with! Temporary pre-existing conditions are eligible to expire provided the pet went 12 consecutive months symptom and treatment free. Your dog has several temporary pre-existing conditions listed that are eligible to expire, but in order for our claims team to determine if a condition is eligible for expiration, they need to review the pet's medical records through the expiration date(s) in order to complete an updated Medical History Review. During this time, we will work directly with the vet clinic(s) on file for the pet to request the records we need. We understand this can sometimes be frustrating and we always work as quickly as possible, but this timeline allows us to maintain accuracy and quality in processing your claim. We see you already spoke with a representative regarding your concerns, and we appreciate you sharing this feedback as we are always looking for ways to improve. If you have any other questions, please feel free to reach out and we're happy to help.
Best regards,
The Embrace Team
Embrace has always delivered for us. I had a very sick dog and they were fast and fair with their reimbursements. I would not hesitate to use them again.
Reply from Embrace Pet Insurance2026-06-23
Hello Scott,
We're glad your policy has been there to help during your dog's time of need and that the claims process has gone smoothly for you. We also appreciate you taking the time to share your experience!
Best regards,
The Embrace Team
We have always been completely satisfied with our policy and especially the quick claim process. Any time we found it necessary to call for assistance, the associate was knowledgable, compassionate and friendly. We have NEVER had a bad experience with Embrace.
Reply from Embrace Pet Insurance2026-06-23
Hello John,
We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced knowledgeable and compassionate service from our team. We sincerely appreciate your kind words, your recommendation, and you taking the time to leave that feedback!
Best regards,
The Embrace Team
Paying $500 a month for a Weimaraner, you have had coverage for since she was 4 months old. Price keeps going up and what is covered keeps going down.
Have never gone over premium but you would think a company would be loyal to its most loyal customers. When we asked about coverage for a new dog
(Vizsla) they said it would be $200 per month. So $625 for 2 dogs per month. Yeah right. Shop around
Reply from Embrace Pet Insurance2026-06-24
Hello Bryan,
We understand that premium increases are challenging, and we truly regret any disappointment you've experienced with your policy. Embrace conducts a data analysis each year, 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. 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. 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, so if you are interested in going over these options further, please feel free to reach out to our Customer Care team and we're happy to help.
Best regards,
The Embrace Team
Excellent customer service and claims processed quickly. Very happy with Embrace
Reply from Embrace Pet Insurance2026-06-23
Hello Caro,
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
When my pet policy renewal doubled in price, I called Embrace to cancel. Clementine heard me out, found a rate more in line with what we are paying now and voila! I renewed. 5 stars to Clementine in customer service.
Reply from Embrace Pet Insurance2026-06-23
Hello Elizabeth,
Thank you for sharing that feedback! We strive to provide excellent customer service and are happy to hear you’ve had a positive experience with our representative!
Best regards,
The Embrace Team
Coverage for skin issues and policy of waiting 1 year I
Is joke
My dog had a cabin back from scratching which resolved with cleaning and a application of topical antibiotic.
Months later he xeveloped an external ear infection from playing in pool . Told not covered because he had skin condition a year ago. Now haveto wait anther year for any skin to be covered for fx.
Shame on USAA for supporting this company.
Reply from Embrace Pet Insurance2026-06-24
Hello Frank,
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. Temporary conditions are eligible to expire if the pet goes 12 consecutive months symptom and treatment free. We were unable to locate your account to view the specific details, but if you have any additional questions, 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
Very disappointed – poor communication and zero efficiency
I am very disappointed with the service provided by Embrace. Trying to get simple questions answered has been an exhausting experience:
No Phone Support: The phone line never connects, making it impossible to reach anyone.
Ineffective Live Chat: I’ve had to rely on live chat, but the agents (such as Lindsey) seem undertrained and unfriendly. It is very difficult to communicate with them, as they often struggle to understand basic questions.
Unresponsive Email/Claims Team: Their automated emails are confusing and unhelpful. Additionally, I have emailed the claims team and have received no response for three days now.
Neither their phone, live chat, nor email support is efficient. I am honestly wondering how this company has such good reviews, as my experience has been the complete opposite. If this continues, I will have no choice but to switch to a different insurance company.
Reply from Embrace Pet Insurance2026-06-24
Hello Christine,
We understand that you may occasionally experience delays in reaching us by phone or email due to high volume. We sincerely regret any inconvenience that may cause, but please know that we are continuously working on ways to minimize hold times and we appreciate your patience as we assist each Pet Parent with care. We are also 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 assist with any additional questions you have.
Best regards,
The Embrace Team
Well no claim yet. But don't like the waiting time frame for one area, 6mos. I still haven't been able to log in.
Reply from Embrace Pet Insurance2026-06-23
Hello Michelle,
We regret that your experience with our company has not met your expectations. 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 assist you further.
Best regards,
The Embrace Team
Embrace not paying claims. Their portal has been down since May…
Their portal has been down since May and you can't make a claim. I spoke to customer service and emailed them my claims with documentstion at tchandler@ embracepetinsurancecom which they confirmed they received. Since then they've emailed me rejecting my claims because of no supposed documentation. I have 5 claims they haven't paid at this time.
Reply from Embrace Pet Insurance2026-06-24
Hello Susan,
We are aware of the technical issues that are affecting some of our users and we sincerely regret any inconvenience that has caused. Please know our team is diligently working on fixing any remaining bugs, it is high priority, and we appreciate your patience and understanding. Please also note that claims may still be submitted to us via email, fax, or USPS. Although we try to process claims as quickly as possible, they can take longer to complete if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). 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 provide further assistance!
Best regards,
The Embrace Team
