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.
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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.
I would not recommend Embrace to anyone. I only filed one claim and to date I do not have any resolution. Everytime we submit info they ask for more. I think it is a scam and I am going to cancel. So disappointed.
Reply from Embrace Pet Insurance2026-06-24
Hello Kathleen,
We're sorry for any frustration you've experienced with the claims process. The first accident or illness related claim submitted typically takes about 30 business days to process as we work directly with you and your vet providers to gather any additional medical records needed and review your pet's complete medical history. 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
I got to talk to a real person relatively quickly, got the answer, and was on my way back to doing what I had to take care of in no time. My call had to do with my account and not our dog or a claim.
Reply from Embrace Pet Insurance2026-06-16
Hello P.B.,
We're glad to hear that our representative was able to quickly answer your questions. We sincerely appreciate you taking the time to leave us a positive review!
Best regards,
The Embrace Team
Great representatives who answer questions/concerns professionally, efficiently and effectively. Embrace deals directly with my vet if further info is needed on a claim. Claims are easy to submit. Fair pricing.
Reply from Embrace Pet Insurance2026-06-15
Thank you for sharing your positive experience with Embrace, Sharon. We are thrilled that you have been satisfied with our product and also, our services. Thank you for taking the time to recommend us to others, we appreciate it!
Best regards,
The Embrace Team
They were able to help me immediately,the process is not complicated
Reply from Embrace Pet Insurance2026-06-15
Thank you for your 5-star review of Embrace. Kerry! We are thrilled that our team was able to provide you with immediate assistance and that related process was simple to complete. We appreciate you taking the time to share your experience.
Best regards,
The Embrace Team
Jolene,
We are sorry to hear of your frustration with the claims process with Embrace. Although we try to process claims as quickly as possible, sometimes it can take longer to process the first accident or illness claim as we gather your pet’s complete medical history. Obtaining medical history is a process we are continuously working to improve. We work directly with your vet to gather any additional medical records needed to review your pet’s complete medical history and we copy you on any email request to keep you in the loop. The good news is once your pet's medical history has been established, future claims tend to process much quicker and our standard processing time is 10-15 business days. You are always welcome to reach out to us at 800-511-9172 to check on the status of a claim and we are happy to help!
Best regards,
The Embrace Team
I havent used my account for much, yet. I have been reimbursed for some routine care for my eldest cat and dog, and the claims went through pretty quickly last year.
Recently I was disappointed to find that they will not let me change my payment date. They will allow it once in a year, but they will not work with me to permanently change the date to later in the month. I find this hard to belive since most other companies would do so. Do I need to cancle my policy just to change a payment date?
Reply from Embrace Pet Insurance2026-06-15
Hello,
Thank you for reaching out, Joli. We are happy to hear that your claim experience with Embrace has been satisfactory and that your pets have remained healthy, so you have not had much use for the policy at this time. While we do understand the frustration, we are currently unable to change billing dates on our policies. We do offer the option to change between monthly and annual billing schedules as needed, to best suit your budget and financial situation, however, we are unable to change the related billing dates. Please do not hesitate to reach out to our team to discuss if you are struggling to manage the cost of your policy, as we may have other solutions for you to explore like changing your coverage to adjust your premium cost.
Best regards,
The Embrace Team
Insurance premiums are rising, but don’t worry! Embrace sent me an email that we, the consumer, are in complete control. We can simply make the coverage worse and then we won’t have to pay so much. I can’t believe I didn’t think of it myself! That was sarcasm. Most recently, they have denied our pet’s care based on preexisting conditions. Our dog had a yeast infection in his ears confirmed on microscopy. He also happened to have an allergy to chicken-based food as a puppy which resulted in otitis externa. Now I am being told all dermatologic conditions are no longer covered as they are pre-existing conditions. If a dog has ANY kind of medical problem prior to obtaining coverage, then the ENTIRE SYSTEM of their body is no longer covered. Hives? Yeast? Cellulitis? Otitis externa? Otitis media? Heat rash? They are ALL not covered. The solution was simple: stop feeding him chicken. I get that if we feed him chicken, and he gets an allergic reaction, then don’t cover it! But denying an entire body system regardless of cause makes no sense medically. It makes sense financially, avoid paying out and then profit. It’s the business model for all insurance companies, for animals and for humans. Don’t be fooled. I’m also on hold for at least 30-45 minutes every time I call them. And before anyone suggests that we just seek other options and allow the free market to somehow magically provide us with a better deal, every other pet insurance company uses preexisting conditions as well. So, what we are left with is the coverage we have and the illusion of a choice in the matter.
Reply from Embrace Pet Insurance2026-06-15
Seth,
We are sorry to hear you are disappointed with your policy and multiple aspects of our service here at Embrace. We see you spoke with a team member regarding your concerns surrounding your pet's pre-existing conditions directly. We appreciate you taking the time to discuss the concern with our team, as we always want to ensure all coverage is assessed fairly.
Regarding premium increases, we understand that any increase in premium cost is not ideal. Embrace evaluates premium increases based on an annual evaluation of our book of business. We evaluate with focus on the age of the insured pets, claims trends, the tenure of the policy and also inflation, with specific attention to increases in veterinary costs. While we understand that the option to reduce your coverage may not be favorable in your situation, for many of our Pet Parents this option provides them the peace of mind that their pets can maintain a level of coverage but they can also be considerate of their budget.
Please know that we appreciate your feedback, as we are always striving to improve. We understand that at times our hold times may be extended. 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!
Best regards,
The Embrace Team
Seems like it takes forever to get your money back
Seems like it takes forever to get your money back. I had hoped it would be quicker. Even the animal hospital told me that they take a long time to get the claims approved and to get your money back.
Reply from Embrace Pet Insurance2026-06-15
Yvette,
Thank you for your feedback. We are so sorry to hear of your disappointment in Embrace’s claim review process and the delay you have experienced with your submissions. Please do not hesitate to give us a call and our team would be happy to review this matter further and identify what may be causing your submissions to process slower than anticipated or elaborate on what information may be needed to improve processing moving forward.
Best regards,
The Embrace Team
Just GlennUnited States · 1 review · Experienced 2026-06-12 ·
★★★★★
I give Embrace a B-
CONS:
Its like any insurance company... unless you fight them, they will give you the lowest possible payout... its a constant battle.
PROS: Customer service is professional, helpful and most of all, AMERICAN! ((very rare)
Reply from Embrace Pet Insurance2026-06-15
Hello,
Thank you for reaching out and we are sorry to hear about your disappointment in the reimbursement available for your claims with Embrace. You can review the explanation of benefits for each claim via your customer account. This document helps to explain in greater detail how each specific invoice and related line items were applied towards your coverage including your deductible and co-pay. If you have further questions about how coverage was applied, you can give us a call and we would be happy to help explain and review with you further.
Best regards,
The Embrace Team
In my hour of need, they were there. My beautiful dog needed an expensive emergency CT scan. I almost passed out when I saw the cost. I submitted the bill to Embrace, and within hours they approved it, no questions asked. I almost cried. I thought for sure there would be issues, questions for the vet, other forms to submit, etc. Instead there was nothing but compassion, and support. I'd give Embrace 10 Stars if I could. 5 ain't enough.
Reply from Embrace Pet Insurance2026-06-15
Thank you for your kind words about Embrace, Kraut. We hope your pet is recovering well and are so glad that we were able to provide assistance to you both during this difficult time. We understand how challenging it can be to try to focus on finances when dealing with a sick pet, and we are happy that your policy allowed you to focus on your pet's recovery. Thank you for sharing your experience.
Best regards,
The Embrace Team
I had to hold for about 25 minutes, but Karen helped me very satisfactorily when we did connect. She listened, helped, and was very competent.
Reply from Embrace Pet Insurance2026-06-12
Erika,
We have been experiencing a high call volume lately but I want to assure you we recognize this and are taking steps to reduce hold times. We are thrilled that once you were able to connect with a representative at Embrace, that Karen was able to help you so efficiently. Thank you for taking the time to share your review!
Best regards,
The Embrace Team
The claims process is very simple and the representative knew what she was talking about. Her explanation was very clear. My cat was discharged this passed Sunday. Just waiting on the reimbursement decision.
Reply from Embrace Pet Insurance2026-06-12
Donnely,
Thank you for your kind words about your interaction with Embrace! We hope your cat is recovering swiftly from their recent hospital stay and are glad that the claim submission process was simple to complete. Please do not hesitate to reach out should you have any questions on the claim decision once it is available.
Best regards,
The Embrace Team
I have had Embrace for my dogs for many years and they used to be great. Not anymore! Really slow to process recent claims; portal barely functions; don’t answer calls re claims ( hint: press # to indicate you want to set up a new police- - they answer quickly!); portal has noted “technical issues” for at least a month; cone on, guys. Get it fixed! 30+ business days to process first claims ( that’s SIX weeks!). Try a different company - - one that processes Claims efficiently, picks up the phone, and is capable of running an online portal.
Reply from Embrace Pet Insurance2026-06-12
Ann,
Thank you for reaching out. We are sorry to hear of your negative experience with Embrace.
We do have one department who services policies and one department which assists in setting new policies up. Since they are separate departments the hold times can vary. We have been experiencing a high call volume lately in servicing policies but I want to assure you that we recognize this and we have changes coming soon to get back to our regular standard of service.
Regarding our customer account, as this function did recently experience some upgrades, we are working through some related technical challenges. We want to assure you that our goal is improved service and functionality all around, and our team is working diligently to get service restored soon.
As for the standard processing time of 30 business days for first claims, this process has been long-standing with Embrace, as we want to ensure our team has the time needed to obtain and properly assess each insured pet's medical history. This is done in effort to properly assess claim coverage and identify any pre-existing conditions a pet may have. The good news is, that after the first claim, our regular claims processing time is much quicker, at 10-15 business days as long as all related information is available.
Please know that we appreciate your feedback regarding areas where we can improve. We would like to thank you for your patience as work through these changes.
Best regards,
The Embrace Team
My experience with Embrace Pet Insurance:
My puppy had several items considered pre-existing, so for us the illness coverage did not seem as beneficial as we expected. My recommendation is to have your dog’s evaluation completed through Embrace first and ask detailed questions—don’t automatically assume that every visit or service will apply toward your deductible.
Ricky had all of his vaccinations, routine wellness care, and overall has been a healthy puppy. However, at 17 months old, they noted tartar buildup on his teeth, which was something I did not expect.
For now, I decided to keep accident coverage on his policy.
Thank you.
Reply from Embrace Pet Insurance2026-06-09
Hello Tonya,
We regret that your experience with our company did not meet your expectations. We do offer an option to complete a complimentary Medical History Review upfront for your pet, which is essentially a complete assessment of your pet's health history and is offered so you can feel confident in your pet's coverage. It provides you with a detailed report of what is considered pre-existing and not eligible for coverage. However, if this review is not requested by the policyholder, we do not review the medical records until the time of the first eligible accident or illness claim submission. We understand you've already spoken with a team member regarding your concerns, but if you have any other questions please feel free to reach out and we're happy to assist you further.
Best regards,
The Embrace Team
I took my one and a 1 1/2 year old English mastiff to the vet Because his scrotum area was red and enlarged.. I don't remember what they said the problem was, but they said they would have to do an emergency neutering for him which was fine Because I was going to get that done anyway at some point.. This was to be done the next day.The next morning, when I woke up to take him for the surgery, I noticed that that area was bleeding.. They did the procedure, they also had to remove the scrotum, and he is recovering nicely. I sent all of this information to Embrace and they refuse to cover it. They are nothing but a scam...
Reply from Embrace Pet Insurance2026-06-09
Hello Cancun777,
We regret that your experience with our company did not meet your expectations and 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. We were unable to locate your account to view the specific details, but please feel free to reach out to [email protected] with your full name and policy number and we're happy to address any questions you have regarding the outcome of your claim.
Best regards,
The Embrace Team
Thanks for embrace pet insurance. They're very helpful and friendly and take care of their members and pets
Reply from Embrace Pet Insurance2026-06-12
Thank you for your kind words and five-star review of Embrace, Kenneth! We appreciate you taking the time to share your experience.
Best regards,
The Embrace Team
I could not process a claim due to a malfunction at their web site. The Customer Service rep gave me a quick work-around over the phone. She was very efficient and a pleasure to deal with.
Reply from Embrace Pet Insurance2026-06-09
Hello Ken,
We strive to ensure all claims are processed efficiently and as quickly as possible, so we're glad to hear that our representative was able to address your concerns and quickly resolve the issue. We sincerely appreciate you taking the time to leave us a positive review!
Best regards,
The Embrace Team
ABSOLUTELY THE WORST PET INSURANCE. PLEASE STAY AWAY FROM THIS AND INSTEAD SIGN UP FOR SPOT OR LEMONADE, THEY ARE TRULY SO MUCH BETTER THAN THIS SCAM OF AN 'INSURANCE.' THEY ARE WITHOLDING OUR VERY FIRST CLAIM WHICH IS NOT EVEN A SIGNIFICANT AMOUNT AND THEY CLAIM THEY DON'T HAVE THE INVOICE WHICH WE HAVE SENT THREE TIMES. THEY DON'T COMMUNICATE, THEY DON'T UPDATE, NOTHING. ABSOLUTELY HORRIBLE AND FRANKLY THEY SHOULD BE REPORTED TO THE BETTER BUSINESS BUREAU. I SEE ALL THE HORRIBLE REVIEWS AND IT MAKES MY HEART SINK TO THINK THAT WE HAVE BEEN GIVING THEM OUR HARD EARNED MONEY FOR SEVERAL MONTHS AND THEY DO NOTHING. THEY ARE A SCAM.
Reply from Embrace Pet Insurance2026-06-09
Hello Jem,
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 claim, 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
So far we just got set up but our customer service rep was outstanding , very personable and pleasant .
Reply from Embrace Pet Insurance2026-06-09
Hello Maddie,
We're glad to hear you had a positive experience with our representative and we appreciate you taking the time to leave us a review! 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
Inconsistent Claim Handling, Fragmentation, and Expanding Retroactive Exclusions
As a policyholder with 2 pet's actively covered with Illness and Accident insurance I am writing this review to document what has become a problematic pattern of claim-handling and policy underwriting by Embrace Pet Insurance. The actions taken by Embrace's Underwriters while my claims have been under appeal are unacceptable and appear to be punitive grasping at whatever is beneficial for Embrace to deny and extend exclusions while selectively overlooking any information that would help my pet's coverage.
Following recent single preventative visit at a Veterinary Clinic, Embrace did not process the day's visit as one unified file. Instead, they fragmented the single invoice into three separate claim numbers. This claim splitting complicates the administrative paper trail for the consumer.
Furthermore, the carrier has applied highly inconsistent interpretations of our medical history. They classified an acute parasite (Giardia) as a pre-existing condition, despite documentation showing the pet was asymptomatic and the visit was a pre-scheduled annual preventative appointment. They also utilized a diagnostic blood panel—which was independently authorized and grant-funded weeks prior for gastrointestinal tracking—as a chronological anchor to extend a service window and deny an unrelated ear condition.
Most concerning is the compounding nature of their internal review process. When I exercised my contractual right to appeal the initial decisions, the internal review tiers responded by retroactively expanding the scope of policy exclusions and extending exclusion timelines. With the Chief Underwriter adding exclusions to a policy that had already been established. documented in their correspondence today, they are applying broad policy definitions to group distinct medical events together, effectively resetting the 12-month curative period and creating a continuous exclusion loop. This is to benefit Embrace and deny any future coverage for my pet. A clever but highly questionable tactic that leaves my pet vulnerable.
The carrier has resisted a transparent resolution at every step of the internal appeal process, additionally placed claims on hold for over 30 day's without providing a substantial reason for the delay, failing to provide updates within the alloted policy timeframe. .I have been forced to escalate four separate claims across five complaints to the State Insurance Commission. I advise other consumers to closely audit their Explanation of Benefits and keep meticulous records when dealing with this carrier's underwriting department. The rubberstamped apology at the end of each determination feels hollow especially when they made it clear that the decision was not reached independently. In just this short time I have learned much. I will gladly end all business with Embrace at the the of this policy.
Embrace’s invitation to contact and discuss the issues thier very own team has created is not welcoming.
