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.
If you’re thinking about choosing Embrace for your pet insurance, I would strongly recommend looking at other options first.
I paid a high monthly premium expecting support when my dog needed medical care the most. When my dog was diagnosed with pneumonia, Embrace classified it as a pre-existing condition and denied my claim. After months of paying for insurance, I received no reimbursement for my dog’s treatment.
What makes this even more disappointing is that my dog has now passed away, and instead of receiving the support I expected during such a difficult time, I’ve been dealing with the added stress of denied claims and ongoing reimbursement issues while grieving the loss of my beloved pet.
Pet insurance is supposed to provide peace of mind during emergencies, but my experience has been the opposite. Paying high premiums only to have claims denied when they matter most has been incredibly frustrating and heartbreaking.
Based on my experience, I cannot recommend Embrace.
Reply from Embrace Pet Insurance2026-05-28
Hello Maria Jessica,
First and foremost, we are so very sorry for the loss of your beloved dog. Please know we are sending well wishes to you during this difficult time and we regret any disappointment you experienced with your outcome of your claims. We strive to be as upfront as possible about our coverage regarding the exclusion of pre-existing conditions, which are defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting and/or exclusionary periods. We go directly off the notes from your vet provider to determine pre-existing conditions, but any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We were unable to locate your account to view additional details, but please feel free to reach out to [email protected] and we're happy to assist with any other questions you have.
Best regards,
The Embrace Team
My premium doubled in one year from $111.00 to went $206.00 and with that coverage was cut by 40%
Reply from Embrace Pet Insurance2026-05-28
Hello Rob,
We know that premium increases are challenging and we regret any disappointment you experienced with your recent renewal quote. 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 see you've already spoken with a representative and we are sad to see you go, but we understand you must do what you feel is best for you and your pet. If you have any additional questions, please feel free to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
very bad service they can not solve my claim I already sent them everything they ask me and it is as if they ignored me what a bad service
Reply from Embrace Pet Insurance2026-05-28
Hello,
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 assist you further.
Best regards,
The Embrace Team
It has been over 6 months since I wrote my original complaint. I read some of your messages and yes the staff is pleasant. But I want to be paid. In addition, they said they would have someone contact me immediately after my review. Never happened.
Reply from Embrace Pet Insurance2026-05-28
Hello Carol,
We regret that your experience with our company has not met your expectations. We strive to be as upfront as possible about our coverage and the exclusion of pre-existing conditions, which are defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting or exclusionary periods. We go directly off the notes from your vet provider to determine pre-existing conditions, but any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We see a team member has provided additional information, but if you have any other questions, please feel free to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
There asking my opinion on them and it takes a month to receive my claim? Been with them 6 months now and made my payments on time. I was told by someone they had this insurance company and the never approved her claims. I’ve had other insurance company that paid within 4 days.should have stuck with them. I gave 1 star cause I could understand them
Reply from Embrace Pet Insurance2026-05-28
Hello Ray,
The first accident or illness related claim submitted typically takes about 30 business days to process as we work with you and your vet providers to gather your pet's medical records and carefully review the details to make sure everything is in order. 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. Moving forward, we want to assure you the process is much smoother and our standard processing time is 10-15 business days! 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
Something shady is going on. They keep posting that they’re having technical issues. I used to submit a claim and it took less than a week. Now, they can barely find submitted claims. I smell a lawsuit!!!
Reply from Embrace Pet Insurance2026-05-28
Hello Jan,
We are aware of the technical issues that are affecting some of our users and we regret any inconvenience that may have caused. We do not have a definitive timeline for when the issues will be resolved, but please know it is high priority, our team is diligently working on fixing any remaining bugs, and we sincerely appreciate your patience! If you have any additional questions regarding your claims, please feel free to reach out to our Customer Care team and we're happy to provide further assistance.
Best regards,
The Embrace Team
I had absolutely no issues with my claim for my cat's broken leg. The website was easy to use, issues with vet records were resolved by real people who actually signed their names to emails. There was excellent phone support which I used once. Practically all the charges were paid after the deductible, and everything went speedily.
Reply from Embrace Pet Insurance2026-05-28
Hello Beverly,
We strive to ensure all claims are processed efficiently and as quickly as possible, so we're glad to hear you had a positive experience and we appreciate you taking the time to share that feedback!
Best regards,
The Embrace Team
My honest opinion is embrace is fine if your dogs are young. I've had this policy for over 10 years and feel like I'm being ripped off as every year the premium sky rockets as my dogs get older. I also feel that something so basic, embrace seems to make so difficult. Example they ask you to send in the same receipt. Just feel like some things are self explanatory and they make it seem so difficult.
Reply from Embrace Pet Insurance2026-05-28
Hello John,
We understand that premium increases are challenging and we regret any disappointment you've experienced. Each year, Embrace conducts an actuarial 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 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. 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 have any other questions regarding your claims 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.
Best regards,
The Embrace Team
I have absolutely no complaints with Embrace Pet Insurance. In fact, this company has so far exceeded my expectations. I highly recommend Embrace.
Reply from Embrace Pet Insurance2026-05-28
Hello Susan,
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! Thank you for the recommendation and for taking the time to share your feedback.
Best regards,
The Embrace Team
We have had Embrace for the past 8 years for our 2 dogs and 5 cats. Overall I think they have been very fair until recently . I have been accustomed to modest price increases each year. Two of my cats turned 15 since our last renewal and when the policy came up for renewal the price jumped over $600 a month. These are fairly healthy cats but do have a few preexisting conditions now. I am left with no choice but to cancel their policy since they clearly do not care about insuring cats in their super senior years. Buyer beware if you take excellent care of your cats and they live a long time. Very disappointed in this company.
Reply from Embrace Pet Insurance2026-05-22
Hello Allison,
Please know that we certainly understand your concerns with your recent renewal notice. Each year, Embrace conducts an actuarial 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 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. 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 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. We understand you've already spoken with a representative, but if you have any other questions or would like to explore those options further, please feel free to reach out and we're happy to provide additional assistance.
Best regards,
The Embrace Team
Experience as a veterinarian..
Let me start off by saying I am a licensed veterinarian. I use embrace for my two cats, one of which was one year old, and recently suffered an extremely debilitating disease course, consisting of diarrhea, weight loss, lethargy, and anorexia. We tested her for every disease under the sun. She, as with almost every kitten or puppy, had worms and bacterial diseases when she was pulled off the street from which she was rescued. She was treated and made a full recovery. Embrace skimmed through her records to say that because she had GI problems when she was young, this was considered a pre-existing condition (of which she was cured.. and had a completely unrelated, not similar at all disease one year later), and denied my entire claim , even after providing evidence that the diagnoses were completely unrelated, INCLUDING necropsy testing results.
On top of this, it is almost impossible to get in contact with anyone on the phone, and when you ARE able to reach someone, its usually someone who has zero clue what they are talking about, and they need to redirect you to someone that isn't even working.
I plan on cancelling my plan for my remaining cat, because I'm sure that whatever happens, they are going to do all they can to take months to respond to a claim and deny, deny, deny.
WOULD NOT RECOMMEND.
Reply from Embrace Pet Insurance2026-05-22
Hello Andrew,
First and foremost, we are so very sorry for the loss of your beloved cat. Please know we are sending well wishes to you during this difficult time and we sincerely regret any disappointment you've experienced with the outcome of your claims. We were unable to locate your account to view the specific details, but any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. Please feel free to reach out to [email protected] with your name and policy number and we're happy to go over any additional questions you have.
Best regards,
The Embrace Team
Refusing claims because no medical history of Stray dog
Found a stray German Shepherd Dog a year ago. Took him to the vet and took out Embrace insurance on him. Had some small things with him in the past year that needed medical attention. Embrace refuses the claims cause the invoices are not through their electronic system. Last thing I took him to the vet for stitches after he ripped his ear somewhere. Embrace refuses payout because they want his medical history from before I started the policy 1 year ago. But he was a stray! I'll stay away from Embrace.
Reply from Embrace Pet Insurance2026-05-22
Hello Willem,
We are sincerely sorry to hear that your experience with our company has not met your expectations. The first accident or illness claim submitted will typically take about 30 business days to process. During this time, we work directly with your vet to gather any additional medical records needed and review your pet's complete medical history. We look for the detailed chart notes from any exams/visits that occurred within the 12 months prior to starting the policy and through the initial waiting periods - please note this does not mean we need a full 12 months of records (for example, if the pet is a new addition or born recently), it is just 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. If you have additional questions regarding your claims, please feel free to reach out and we're happy to help.
Best regards,
The Embrace Team
There was a problem with my Embrace account. The message was I needed to call a 1-800 number: 1-800-660-8726. No other option like chat or text or email was provided. So I called. It took over 40 minutes to reach a human on the phone. The human was polite and nice but could not resolve my problem and had to submit a ticket to the technical department and said they will get back to me with 14 days or so.
I am never wanting to call Embrace again and waste 40 mins to 1 hour of my life on the phone, listening to background music, waiting to speak to someone. You need to give us an email address or a text message option where we can send messages and concerns. We’re not gonna sit and wait for 45 minutes on the phone waiting for someone to pick up.
Reply from Embrace Pet Insurance2026-05-28
Hello Yohaan,
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 note this is an unmonitored inbox that is only used for file attachments.
Best regards,
The Embrace Team
I have been trying to submit claims for months!! I get the two step verification code message, and I get the code, but then I get an error message saying there was an error and I never get a place to put the code in. I have sent multiple emails with no response, I have called every phone number they list, only to have to listsen to the same flippin message about how great they are, only to be disconnected every single time. How is I pay a large premium but can't get a hold of them or am I able to submit a claim. I finally got on to the site Sunday while I was working and didn't have time to submit my claims and thinking they had taken care of their "Portal" issue.. only to come in today, try to log in and here I am back in the same endless loop of not being able to log in to MY portal. WHAT IS GOING ON EMBRACE!!!!
Reply from Embrace Pet Insurance2026-05-28
Hello Susan,
We are aware of the technical issues that are affecting some of our users and we regret any inconvenience that has caused. We do not have a definitive timeline for when the issues will be resolved, but please know it is high priority, our team is diligently working on fixing any remaining bugs, and we sincerely appreciate your patience! We understand that you may occasionally experience delays in reaching us by phone due to high call volumes, but we haven't received any reports of our phone lines being down. We want to make sure that there are no issues with your phone number(s) and or/emails getting through to us. 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. Thank you!
Best regards,
The Embrace Team
Embrace seems like a scam to me. They're looking for a reason to deny - not to pay. They denied every single claim I filed for my dog on the basis that it was a pre-existing condition. My dog was diagnosed with bronchitis, but Embrace said because he had been treated for a cough previously, that the claim for bronchitis was denied. A cough is not a pre-existing condition. Don't waste your money on them.
Reply from Embrace Pet Insurance2026-05-20
Hello SJS,
We're sorry for any disappointment you experienced with the outcome of your claims. 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. Pre-existing conditions are defined as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods and are determined directly from the notes provided to us from your veterinarian. 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 go over any additional questions you have.
Best regards,
The Embrace Team
Luna and Charles is the owner Embrace paid some of the claim for my dogs accident they didn’t want to pay for a exam to find out what was wrong with her because they said she had an exam Yearly exam a month before/ this as not a yearly exam it was for her treatment she needed for the reason she was there… now we have call them and see what’s up. This is the first time I have insurance on our dog and something goes wrong.😬
Reply from Embrace Pet Insurance2026-05-20
Hello Debra,
We're sorry for any disappointment you've experienced with the outcome of your claim. 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 assist with any additional questions you have.
Best regards,
The Embrace Team
Insurance is such a big scam. They find every loophole to not pay on claims. "Itchy skin" and "tartar" as pre-existing conditions. Itchy skin is so vague, and they do not look at causes. So, everything that has to do with the skin is not covered, including ear infections. My dog has allergies, and now nothing is covered. Insurance cares more about shareholders than the policyholders. The company will not differentiate causes for pre-existing conditions. They do not understand the difference between correlation and causation.
My policy covered dental, but because my dog had some tartar, the dental was not covered. So, why am I paying for a policy that will not help when my dog needs something. It's better to just save your money.
Reply from Embrace Pet Insurance2026-05-20
Hello Mo,
We regret that your experience with our company did not meet 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. Pre-existing conditions are defined as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods and are determined directly from the notes provided to us from your veterinarian. This policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. 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 assist with any additional questions you have.
Best regards,
The Embrace Team
I’m canceling this. Pay and pay and everything is denied evn when there is no preexisting issue. 👎
Reply from Embrace Pet Insurance2026-05-18
Hello Daphne,
We’re sorry to hear about your disappointment with your claims. We were unable to locate your account to view additional details, but if you would like to discuss your questions or concerns further, please feel free to reach out to [email protected] with your full name and policy number and we're happy to assist you.
Best regards,
The Embrace Team
This is singlehandedly the worst insurance I've ever had the displeasure of being subscribed to. Didn't get a single cent back from the "completed" claims. I had to pay $2k+ for my kitten's Feline infectious peritonitis (FIP) within the last MONTH and had Embrace weeks before the visits AND the diagnosis. The tests, bloodwork, visits, compound medicine, they all added up to $2,000. I paid $125~ for Embrace membership (2 months) and they could only refund a measly $9. I cannot stress this enough... I'd rather pay $2,000 out of pocket five times every month than to have to pay $50 a month to Embrace ever again.
Also their customer service is bad. I kid you not, within the same day, I waited for 20 mins for the first call, and 30 mins ON THE DOT for the other call. I was this close to hanging up. And they have the audacity to have a voice line in the hold-call that says they're rated top customer service by some company. That's real funny.
Save your money, mental health, time, and your pet's time. DO NOT SIGN UP FOR EMBRACE PET INSURANCE. Actual thieves.
Reply from Embrace Pet Insurance2026-05-18
Hello hllxwn,
We are sorry to hear that your experience with our company has not met your expectations. We were unable to locate your account to view additional details regarding your claims, but we would like to resolve any questions or concerns you have. 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
I’ve had my policy since 2020 (5.6 years) now that I’m complaining about unpaid claims they notified me that they were missing medical info. Once obtained.. surprise, surprise, exclusions. I’m suing them!!
Reply from Embrace Pet Insurance2026-05-18
Hello Doctor Ty,
We were unable to locate your account to view additional details, but please know we take your feedback seriously and we would like to resolve any questions or concerns you have regarding your claims. 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
