Hello Susan,
We are aware of technical issues that are affecting some of our users and we regret any inconvenience that has caused. We also want to assure you that our team is diligently working to fix any remaining bugs and we sincerely appreciate your patience! We see you recently spoke with a representative and all claims submitted have been completed. You can review the Explanation of Benefits for each claim submitted via your Customer Account. This document helps to explain in greater detail how each specific invoice and related line items were applied toward your coverage, including your deductible, co-pay, and any reimbursement issued. You will also find a claim decision message for each submission. We do ask that you allow 10-15 business days to receive any reimbursement checks sent in the mail, as we unfortunately have no control over USPS delays. However, you do have the option to sign up for direct deposit for future claim reimbursements. If you have any additional questions regarding your claims, please feel free to reach out and we're happy to assist you further.
Best regards,
The Embrace Team
Hello Paul,
Thank you for taking the time to share that feedback. We're happy to hear that your experience was satisfactory and that our representative helped to guide your decision to choose Embrace. 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
Hello Kenya,
We're happy to hear our team has met your expectations and we sincerely appreciate your recommendation to your friends! Thank you for the kind words and for taking the time to leave us a review!
Best regards,
The Embrace Team
Hello Robert,
We are sincerely 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, but we're happy to go over any questions or concerns you have regarding your claims. Please feel free to reach out to [email protected] with your name and policy number so we can assist you further.
Best regards,
The Embrace Team
Hello Carriann,
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. We see a team member has provided additional details, but please feel free to reach out if you have any other questions and we're happy to assist as we are able.
Best regards,
The Embrace Team
Robert,
We are sorry to hear of your disappointment with your policy regarding the decision on your submitted claims and the pre-existing conditions identified for your pet. We want to assure you we are happy to provide coverage when able and over 90% of our the claims submitted to us qualify for coverage. We are however, unable to provide coverage for pre-existing conditions. We strive to be as upfront as possible in regard to what we can and cannot cover, and Embrace has a set list of exclusions as part of the Terms and Conditions for the policy. We are sorry to hear that your experience with Embrace did not meet your expectations. If there are any additional questions about your policy or the related claims decisions that we can assist with, please do not hesitate to reach out.
Best regards,
The Embrace Team
Hello Karen,
Our only requirement in order for the coverage to take effect at the end of the initial waiting/exclusionary periods is that your pet was seen for a documented physical exam by a licensed vet either within the 12 months prior to the start date of the policy or within the first 14 days of the start date. We do strive to be as upfront as possible in regard to the Terms and Conditions of the policy, with it being noted in the acknowledgements that have to be agreed to upon purchase and in several onboarding emails. If there is no exam done during this timeframe, we must extend the illness waiting period to the date of the first sufficient exam, which is why we make multiple attempts to locate any medical history from the pre-policy period, when possible.
We see our team has reached out to you with more details regarding what is needed at this time and why, but if you have additional questions or would like further clarification, we encourage you to contact our Customer Care Center and we're happy to go over your concerns further. Our goal is always to support our policyholders and their pets and we're sorry for any disappointment you have experienced thus far! We appreciate you taking the time to share this feedback as we are always looking to improve our services.
Best regards,
The Embrace Team
Hello Pete,
Thank you for taking the time to share that feedback! We're glad to hear you found the claims process straightforward. Please also know we are diligently working to resolve any remaining bugs with the app and we sincerely appreciate your patience.
Best regards,
The Embrace Team
Julie,
Thank you for your positive review of Embrace. We appreciate your loyalty for many years and are honored to have been able to assist in keeping your sweet pup happy and healthy during this time.
We understand the importance of properly assessing the need for coverage against your finances, and appreciate your kind words in light of the difficult decision that you faced regarding the future of your policy. Thank you for choosing Embrace and sharing your experience.
Best regards,
The Embrace Team
Phil,
Thank your for sharing your experience with Embrace. We are glad to hear that you were able to openly ask any questions that you had, and discuss your concerns to ensure Embrace is a good fit for you and your furry family moving forward. Thank you for your review!
Best regards,
The Embrace Team
Kevin,
Thank you for reaching out and we are sorry to hear that your phone call with Embrace did not provide you with the information that you requested regarding how claims can be submitted. If the options provided to you were not satisfactory, please do not hesitate to contact us at [email protected], and we are happy to review other options that may be available to you, to help ensure your claims make it to us!
Best regards,
The Embrace Team
Maureen,
Thank you for reaching out. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year with Embrace include the age of a pet, claims trends, tenure of the policy, and inflation, which includes the increases we are seeing in veterinary costs. Our premiums are based on actuarial data of all the policies we have in force and over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase(s) occur.
We are sorry to hear that Embrace may not a good fit for you. To help with rising costs, we do structure our policies to allow each Pet Parent to change their coverage parameters and adjust their premium based on what they feel is best for their individual pet and situation. If you'd like to explore changing your pet's coverage, you can do this via your MyEmbrace account, or by giving us a call at 800-511-9172 and we are happy to help.
Best regards,
The Embrace Team
Hello Thor,
We appreciate you choosing Embrace for your puppy's health insurance needs and we are sincerely sorry to hear that your experience with our company has not met your expectations. We do 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. Since this was an ongoing issue that started prior to the policy purchase, your claim did not meet the criteria of an accident per your policy's terms and conditions. However, any time you feel there was an incorrect assessment you do have the option to appeal. We see you've spoken with a team member who has provided additional information regarding this process. We understand this was not the outcome you were expecting, and if you have any other questions or would like further clarification, please feel free to reach out to the claims adjuster directly and they will be happy to assist you.
Best regards,
The Embrace Team
