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.
They increased my dogs insurance by 30% at the yearly renewal. My dog is healthy, YOUNG and I filed ZERO claims with them last year. So many other insurance companies. STAY AWAY
Reply from Embrace Pet Insurance2026-06-09
Hello Lily,
We understand that premium increases are challenging, and we truly regret any disappointment you've experienced with your recent renewal quote. 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 or 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
Kat was great but before I got her I was on hold for 25+ minutes listening to your music. I finally gave up and hung up. I waited a few minutes and called back and Kat answered quickly.
Reply from Embrace Pet Insurance2026-06-09
Hello Mary,
We're glad to hear our representative was able to assist you! Please also 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. Thank you for the taking the time to share your feedback!
Best regards,
The Embrace Team
Embrace used to be fantastic but I can't even access my policies anymore
Embrace used to be fantastic, and I have sent them so much business. However, in the last 8 months they have nosedived. They doubled my premiums to over $400 a month and I can no longer even use their app or website to submit any claims! I was told 8 months ago they were "running an update" and that it was "top priority" to fix their tech issues. I'm still being told the same thing. I now have to call and ask someone to do the claims for me manually but not without sitting on hold for an hour first!! I have two very sick pets and can't even submit or check on claims, policy details, profiles, edit coverages...basically I cannot access my four policies at all. I was told 3 business days ago claims were put in for me manually yet have gotten no evidence or confirmation of such. This is an insanely unacceptable lack of service especially for what I pay each month (and when I need them the most!) It doesn't take the better part of a year to run an update or get a glitch under control so that's a lie. They will not provide any kind of discount on my policies considering the issues I am having with using what I pay for and all the inconvenience. They will be losing customers in droves no doubt. People won't stand for this especially paying this kind of money every month.
Reply from Embrace Pet Insurance2026-06-05
Hello Amy,
We understand that technical difficulties can be frustrating and we want to assure you that our team is actively working on rectifying the situation as quickly as possible. 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 provide further assistance. Please know we take your feedback seriously and will use it to continuously improve our services!
Best regards,
The Embrace Team
The best pet insurance I ever had, they were very supportive with my dog for months during my dog illness, payments received on time and according the contract, I never had to call for issues with the coverage, this insurance really care and support you when you need the most
Reply from Embrace Pet Insurance2026-06-05
Hello Jess,
We sincerely appreciate your kind words and we're glad to hear our team was there to support you and your beloved dog during a difficult time. Thank you for taking the time to share your feedback!
Best regards,
The Embrace Team
Unable to file a claim on their website or app for 5 days
When we adopted our cat two years ago, I asked my vets office which pet insurance they recommended. Embrace was highly praised so that's who we chose. Over the last two years I cannot think of one complaint about Embrace.
We adopted a dog earlier this week so after her first Wellness visit, I added her to our Embrace policy and paid their premium. I can see all her information on the Embrace website, as well as the app, but their system won't allow me to process the wellness visit for reimbursement. I've tried multiple times a day for 5 days now. I even called Embrace midway through the week (I was on hold for about 30 minutes) for help. They emailed me a claim form which I have filled out and emailed back. That was 2 days ago, and I still haven't heard from them. Like I said, haven't had a problem in the last 2 years but now this. It's frustrating.
Reply from Embrace Pet Insurance2026-06-05
Hello Wendy,
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 understanding! Please note if you continue to experience issues 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
No transparency, 30-day money-back guarantee doesn't help at all, The medical history review was completed after 30 days and resulted in the exclusion of almost everything from coverage. At that point I had already been charged for two months (pay attention to payment method, I didn't know/saw that once you sign up you are agreeing with the autopay) , and when I called to request the cancellation, I was told that I was going to be reimbursed only for the proportional period of the month. How can we be satisfied with an insurance that we don't know what will cover or not? the medical review wasn't reflecting my pet health conditions and vet reports, for example: Periodontal (dental) disease, they noted that it was not be covered unless my pet had an anesthetic dental cleaning performed, however during the visit to vet it was confirmed that my pet teeth was clean and not needing anything, so should I put my pet under anesthesia for something that he doesn't need? Disappointed.
Reply from Embrace Pet Insurance2026-06-05
Hello Juliana,
We regret that your experience with our company did not meet your expectations. 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. We sincerely want you to be as informed as possible and feel confident in your pet's coverage, which is why we offer an option to complete a complimentary Medical History Review for your pet upfront instead of at the time of your first claim submission. It is essentially a complete assessment of your pet's health history and provides you with a detailed report of any conditions considered pre-existing and not eligible for coverage. Please keep in mind the review is separate from the 30-day money back guarantee because we are not able to request records until the end of the 14-day illness waiting period and the review typically takes 30 business days to process. If you decide to request a review, and then cancel after the first 30 days, you will receive a pro-rated refund of any unused premium. If you have any additional questions or concerns, please feel free to contact our Customer Care Center and we're happy to assist as we are able.
Best regards,
The Embrace Team
I was very pleased with my experience signing up my two Husky’s with Embrace Insurance❤️🐾❤️🐾 The representative was kind understanding and helpful.Embrace has the best coverage at a great price
Reply from Embrace Pet Insurance2026-06-05
Hello Susan,
We're happy to hear you found the sign-up process user-friendly. Thank you for taking the time to share your experience and for choosing Embrace to help keep your dogs healthy and happy!
Best regards,
The Embrace Team
If I could give a lower review I would. I have paid for their wellness plan as well as the accident/illness insurance but after filing my claim I've been given the runaround. It's like a scam! One of the requirements for the wellness plan coverage was to send in his last assessment at the vet. I sent it and so did the vet. Now they're saying it's not enough. The documentation they're requesting is not something I've ever seen a vet document before. It's a way to get out of paying for the coverage I have paid for!!
Reply from Embrace Pet Insurance2026-06-05
Hello Delia,
We regret any frustration you've experienced with the processing of your claim. In order for us to complete any accident or illness related claims, we are required to complete a medical history review for the pet. The medical history we look for includes detailed chart notes in which the vet has recorded examination findings, pet’s health status, and test results (if applicable). Although we try to work as quickly as possible, the review can take longer to complete if we are waiting on the vet provider to send the requested records. However, we want to assure you that once the review is complete, it's a much smoother process moving forward and our standard processing time is typically 10-15 business days. We see a team member has reached out to you and your vet provider to provide further clarification, but if you have any other questions please feel free to reach out to them directly and they will be happy to assist you.
Best regards,
The Embrace Team
I purchased an Embrace policy for my dog and maintained coverage for approximately three years because I believed it would provide peace of mind and affordable protection as he entered his senior years.
During that time, I paid approximately $190 per month and submitted only four claims, none of which were paid. My premium remained relatively stable, so I had no reason to believe a significant increase was coming.
Less than 30 days before renewal, I received a one page notice informing me that my premium would increase from approximately $190 per month to $502 per month. No meaningful explanation accompanied the notice.
My frustration is not that premiums can increase. My frustration is that I was never given a realistic understanding that maintaining coverage for years could result in a premium increase of this magnitude when my dog reached age 13 and was most likely to need the coverage. Had I known that was a possibility, I would have placed the same money into a dedicated savings account instead of maintaining the policy.
Pet owners considering Embrace should carefully investigate how premiums may change as their pets age and ask specifically about potential increases during the senior years. I wish I had known more about that before enrolling.
Reply from Embrace Pet Insurance2026-06-02
Hello Cameron,
We understand that premium increases are challenging and we regret that your experience with our company has not met your expectations. We see a team member has responded to your recent correspondence to further address your concerns. Please feel free to reach out if you have any additional questions and we are happy to assist as we are able.
Best regards,
The Embrace Team
First, I waited almost 30 minutes for anyone to answer the phone and then the girl on the other end was cold and direct without any care for why I was calling. It was heartbreaking.
Reply from Embrace Pet Insurance2026-06-05
Hello Roberta,
We sincerely regret that your recent experience did not meet your expectations. We value every customer and want to assure you this is not up to our standard level of service. 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. 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
Never answer the phone. On hold 1 hour 2 days. No response. We register our new puppy but never received a confirmation. They hadn't entered our information for emails or for our phone number when we filled out the forms. Thus, we didn't exist and couldn't get on the website nor see our account! I've sent 3 invoices/claims but no response! Sent several emails with no response. My husband is on hold now for 20 minutes. No customer service. We will go elsewhere.
Reply from Embrace Pet Insurance2026-06-02
Hello Carla,
We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we regret any inconvenience that may cause. 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 were unable to locate your account to view additional details, but please know we take your feedback seriously and we want to make sure there are no issues with you being able to contact us via email. 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
Heidi was very pleasant and helpful, explaining everything to me, even when I misunderstood or forgot some details. She made sure that I had her direct line so that I could contact her directly in the future if need be.
Reply from Embrace Pet Insurance2026-06-02
Hello Wendy,
We appreciate your kind words about our representative. We strive to provide excellent customer service and are happy to hear you had a positive experience!
Best regards,
The Embrace Team
For me they have been the best insurance company ! Better then for us human
They took care of my $2000 pet bill very quickly
I love this pet insurance
Thank you Embrace
Reply from Embrace Pet Insurance2026-06-02
Hello Asimina,
We're pleased that our team has met your expectations! Thank you for the kind words and for sharing that feedback!
Best regards,
The Embrace Team
Ali was an excellent teacher showing us step by step on how to train our dog. He is like the DOG GURU when it comes to reading the dog's personality and needs of how to perform the way we needed her to. He was very articulate in showing us the best ways to handle her. Consistency was a major rule with working with her and us. Practice, practice, practice. He was a wealth of information for any questions we had. Showed us grooming steps such as how to clip her nail etc. He vowed that he would be available for any future questions or concerns we should ever have after training ended for the lifetime of the dog. We can't thank him enough for sharing his experiences and wisdom on training any type of dog you have. He was very accommodating with scheduling training timelines and places to meet in case of bad weather.
Reply from Embrace Pet Insurance2026-06-02
Hello Danny and Jean,
We think you may have meant to leave this feedback for your dog trainer, but we appreciate you taking the time to leave a positive review!
Best regards,
The Embrace Team
Initially, I felt pet insurance was a frivolous waste. Thanks to embrace pet insurance, I now have surprisingly good coverage on my dog when the need arises. Patches was injured recently and required multiple stitches for a laceration needing ER repair. Happily,she is healing and her care fiscally manageable with the help of Embrace Pet insurance.
Reply from Embrace Pet Insurance2026-06-02
Hello Nancy,
Thank you for taking the time to leave us a review. We're glad to hear you've had a positive experience with our team and we hope Patches is feeling better and making a quick recovery!
Best regards,
The Embrace Team
Affodable pet insurance for the elderly an her 4 petshat impressed me was the lady taking…
What impressed me was the lady taking her time to fully answer my question and match me with a plan that covers my two cats and 2 dogs. And she got me discounts. Being a almost 70 year old and on a fixed income. Which is being able to afford coverage for my babiesM
Reply from Embrace Pet Insurance2026-06-02
Hello Debra,
We sincerely appreciate you taking the time to share that positive feedback. Thank you for choosing Embrace to help keep your furry family members healthy and happy!
Best regards,
The Embrace Team
The representative was very professional. He explained clearly all the details of my claim and its reimbursement.
Reply from Embrace Pet Insurance2026-06-02
Hello Ana,
We're happy to hear you experienced knowledgeable and professional service from our representative and we sincerely appreciate you taking the time to leave that feedback!
Best regards,
The Embrace Team
First year - great. Renew your policy and they screw you! On my latest claim, I have been waiting and waiting for them to adjudicate my claim and reimburse me for my pet’s meds, a claim they have covered for a year. But, I made the mistake of renewing my policy and they increased the cost dramatically and have not covered a claim since. They try to relate everything to preexisting conditions. This latest claim was always covered, but all of a sudden they say my claim is incomplete. Again, they were great at first, but once they have you hooked, they’ll rip you off and delay or deny routine claims.
Reply from Embrace Pet Insurance2026-05-28
Hello Michael,
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 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 clarification and assistance.
Best regards,
The Embrace Team
Called for general customer service and was on hold for 17 minutes. Very off putting for a relatively new policyholder.
Reply from Embrace Pet Insurance2026-05-28
Hello Lynn,
We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we regret any inconvenience that may cause. 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! In addition to our phone line, we can be reached via email the following ways:
If you have a question about your policy or your premium, please email [email protected]
If you have a question about a claim, orthopedic report card, or medical history review, please email the claims team at [email protected]
If you are sending a document, please send it as a PDF file attachment to [email protected] - These must be sent as attachments because pictures in the body of the email do not work in our system. Please also note this is an unmonitored inbox only used for file attachments.
Best regards,
The Embrace Team
Hello Garth,
We're happy to hear you experienced professional service from our team and we sincerely appreciate you taking the time to leave that feedback!
Best regards,
The Embrace Team
