Embrace Pet Insurance

你好弗兰克， 我们很遗憾您在我们公司的经历没有达到您的期望。我们努力使我们的承保范围尽可能透明，排除原有疾病，即在保单开始之前以及在最初的等待或排除期内发现有症状或诊断出的任何情况。我们真诚地希望您尽可能了解情况，并对您的宠物的承保充满信心，这就是为什么我们提供一个选项，让您预先为您的宠物完成免费的病史审查，而不是在您第一次提交索赔时完成。它本质上是对您宠物健康史的完整评估，并为您提供任何被认为预先存在且不符合承保资格的状况的详细报告。既往病史直接根据您的兽医向我们提供的说明确定，本保单可确保准确评估既往病史，并帮助我们为所有保单持有人提供公平和一致的承保。 请记住，审核与 30 天退款保证是分开的，因为我们在 14 天疾病等待期结束之前无法请求记录，并且审核通常需要 30 个工作日来处理。如果您在前 30 天后的任何时间取消，您将收到任何未使用保费的按比例退款。我们了解您已与我们的团队讨论了您的疑虑，但如果您还有任何其他问题，请随时联系我们的客户服务中心，我们很乐意为您提供力所能及的帮助。 最好的问候， 拥抱团队

Hello Where_The_CherryTrees_Bloom xD, 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 claim, 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 or concerns you have. Best regards, The Embrace Team

Hello Sara, We are sincerely sorry to hear that your experience with our company has not met your expectations. Dental cleaning specific charges are not eligible for coverage under the accident and illness insurance, they are only eligible for reimbursement under our optional add-on Wellness Rewards plan. If the invoice only has one group charge that includes a dental cleaning, we need to see a full breakdown of the group charge in order to reconsider coverage for the claim under the dental illness sublimit. We understand obtaining the additional breakdown can sometimes be frustrating, but our goal is to maintain accuracy and quality in processing your claim. We see you've spoken with a team member regarding your concerns and we are sorry to see you go, but we understand you must do what you feel is best for you and your pets. If you have any additional questions or concerns, please feel free to reach out to [email protected] with your name and policy number and we're happy to assist as we are able. Best regards, The Embrace Team

Hello Edith, We strive to be as upfront as possible about the coverage regarding the exclusion of pre-existing conditions, which is anything noted as symptomatic or diagnosed prior to the start of the policy and through the initial waiting or exclusionary periods. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. However, 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 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

Hello Iris, We're committed to providing exceptional service and coverage for our policyholders, so we're happy to hear you've experienced helpful and compassionate service from our team. We sincerely appreciate your kind words and you taking the time to leave that feedback! Best regards, The Embrace Team

Hello Candace, Since this was your pet's first accident or illness related claim submitted, it typically takes about 30 business days to process as we work directly with you and your vet provider(s) to gather any additional medical records needed and review your pet's complete medical history. During the review process, our claims team will copy you on medical record requests that go out via email, but it is unlikely you will receive any additional updates unless they need your specific assistance. The claim will stay in the pending or on hold status until the review is complete, but once it’s done you will receive a separate confirmation email once your claim has been completed. Moving forward, our standard processing time for claims is 10-15 business days and we want to assure you it’s a much smoother process! We see you've spoken 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 help. 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

Hello James, We sincerely regret 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 directly with you and your vet providers to gather any additional medical records needed and review your pet's complete medical history. We work as quickly as possible, but this timeline allows us to maintain accuracy and quality in processing your claim. It is unlikely you will receive any updates during the review period unless our claims team needs your assistance. Once the review is complete, your pending claim will be completed and we want to assure you it's a much smoother process moving forward. We understand you've already spoken with a representative regarding your concerns, but if you have any other questions please feel free to reach out to our Customer Care team and we're happy to help. Best regards, The Embrace Team

Hello Victor, 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 name and policy number and we're happy to address any questions or concerns you have. Best regards, The Embrace Team

你好，迈克， 我们很高兴得知我们能够解决这些最初的挑战，并且您现在在我们这里获得了出色的体验。我们真诚地感谢您的建议以及您花时间分享您的反馈！ 最好的问候， 拥抱团队

Hello Riva, 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

你好雷， 得知您在我们公司的经历没有达到您的期望，我们深表遗憾。健康奖励计划是一项可选的附加计划，其功能类似于预算工具，它可以为您的宠物所需的日常或预防性护理提供 100% 的预付款（最高可达您选择的年度津贴）。我们无法找到您的帐户以查看您的索赔的具体详细信息，但请随时发送电子邮件至[email protected]，并提供您的全名和保单编号，我们很乐意提供进一步的帮助。 最好的问候， 拥抱团队

你好史蒂文， 我们知道保费大幅上涨具有挑战性，对于您对保单的失望，我们深感遗憾。我们知道，作为 Embrace 的多年客户，您之前经历过保费上涨，鉴于此，您可能已经熟悉其中一些信息，但 Embrace 根据我们的整个业务记录每年评估我们的保费上涨情况。每年影响保费的主要因素包括宠物的年龄、保单期限和兽医通胀。这不仅包括不断上涨的兽医成本，还包括我们在兽医护理方面看到的最新进展。在任何宠物保险公司的生命周期中，您可能会看到非常相似的趋势，只是当增加发生时它可能会有所不同。我们努力在维持我们所承保的宠物的质量保障和考虑市场变化之间找到平衡点，但实际情况是，随着我们的宠物变老，保费确实会随着时间的推移而上涨，以应对疾病和受伤风险的增加。 然而，我们确实制定了保单，允许每位宠物家长更改承保参数，根据他们认为最适合其个人宠物和情况的情况来调整保费。我们的目标是与每位保单持有人密切合作，探索个性化解决方案并根据需要调整承保范围，以便在此期间为您提供支持。我们知道您已经与代表交谈过，但如果您还有任何其他问题或疑虑，或者想进一步探索这些选项，请随时与我们联系，我们很乐意为您提供帮助。 最好的问候， 拥抱团队

Hello DJ O, We sincerely regret that your experience with our company has not met your expectations. Please feel free to reach out to [email protected] with your full name and policy number and we're happy to address any questions or concerns you have. Best regards, The Embrace Team

Hello Carla, We want to assure you we are committed to providing consistent and comprehensive coverage for pets throughout their life, with 92% of the claims we receive qualifying for coverage, and we sincerely regret any disappointment you experienced with the outcome of your claim. We strive to be as upfront and transparent as possible about the coverage regarding the exclusion of pre-existing conditions (defined as anything noted as symptomatic or diagnosed prior to the start of the policy and through the initial waiting or exclusionary periods). Dermatological conditions related to the pet's skin include ear infections and skin lumps from skin irritation or infection. As this condition was first noted prior to the policy purchase, it is considered pre-existing and ineligible for coverage. We understand you've 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 as we are able. Best regards, The Embrace Team