Embrace Pet Insurance

Hello Michael, We sincerely regret 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 you and your vet to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your customer account. Sometimes an automated email request may go out before we've had a chance to update it in our system and we apologize for any confusion that may have caused. We also want to assure you that once the Medical History Review is complete, it’s a much smoother process moving forward! We see that you recently spoke with one of our representatives regarding your concerns, but if you have any additional questions or need further assistance, please don't hesitate to reach out and we're here to help. Your feedback is invaluable, and we want to assure you that we will use it to continuously improve our services. Best Regards, The Embrace Team

Victoria, Thank you for sharing your positive review of Embrace. We are so glad that we have been able to provide you with prompt and efficient service with both the processing of your claims and during your phone conversations with our team members. Thank you for taking the time to share your experience! Best regards, The Embrace Team

Hello Brenda, We take the protection of your personal information very seriously and we have security measures in place to verify we are speaking with the correct policyholder, but we do apologize for any inconvenience this caused and for any disappointment you experienced. Please note the Medical History Review typically takes about 30 business days to process once the required medical records have been received. It is unlikely you will receive any other updates during this time unless our claims team needs your assistance. Once the review has been completed, you will receive an email with the results and if you have any other questions or concerns, 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 Melanie, We are sincerely sorry to hear that your experience with our company did not meet your expectations. The location (ZIP code territory) where you reside is one of the factors that go into calculating your premium, so if you move to a new address the premium is subject to change. Because these rates are filed and approved, we are unable to arbitrarily adjust the premium without adjusting coverage, but 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 and we are sorry to see you go, but we understand you must do what you feel is best for you and your dog. If you have any other questions, please feel free to reach out to our Customer Care team and we're happy to assist as we are able. Best regards, The Embrace Team

Thank you for your kind words about your experience with Embrace, Barbara. We are thrilled that you have found our services to be extraordinary for many years now and thank you for taking the time to recommend us to others! We are so happy to be able to help keep your sweet pups healthy! Best regards, The Embrace Team

Hello Christmas, We regret that your experience with our company has not met your expectations. We understand that you may occasionally experience delays in reaching us by phone due to high volumes. We sincerely regret any inconvenience that may cause, but please know 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. 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

Hello Just, We sincerely regret any disappointment you experienced with the claims process. We strive to communicate coverages, including any pre-existing conditions, as transparently as possible. We are unable to provide coverage for pre-existing conditions, as outlined in our policy terms and conditions as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods. Should you disagree with the results of a medical history review or the outcome of a claim, you do have the option to dispute it. This is a process that our claim adjusters are able to help with. 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

Hello Danette, We sincerely regret any frustration you've experienced with the processing of your claims. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). We do offer an option to complete a complimentary Medical History Review upfront when the policy is first purchased, but if it's not requested by the pet parent, we do not review the medical records until the time of the first eligible accident or illness claim submission. This information is stated in our onboarding emails, and 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 provider(s) to gather any additional medical records needed and review your pet's complete medical history. If we are missing anything, our standard procedure is to reach out directly to the vet provider on your behalf, but we do copy you on the requests for your reference so that you are kept in the loop. We also provide status updates via email and via your MyEmbrace account. It is unlikely you will receive any other updates during this review period unless our claim team needs your assistance. If we need any additional information to complete the review, a team member will follow up with you to let you know. Otherwise, once the review is confirmed complete, your pending claim will move forward and you will receive a separate confirmation email once it has been finished. We also want to assure that it’s a much smoother process moving forward and our standard processing time is 10-15 business days. If you have any additional questions or concerns, please feel free to reach out and we're happy to assist you further. Best regards, The Embrace Team

Thank you for your 5-star review of Embrace, VZC. We are thrilled that we were able to facilitate prompt assistance for your questions! We appreciate your sharing your experience. Best regards, The Embrace Team

Michael, Thank you for your positive review of Embrace. We are thrilled to hear that Wes was able to find you coverage that suited your needs! We thank you for choosing Embrace and appreciate you allowing us to help keep your furry family member(s) happy and healthy! Please do not hesitate to reach out as you review your policy, we are here to help. Best regards, The Embrace Team

Hello Taha, We sincerely regret any disappointment you experienced with the claims process. Although we try to process claims as quickly as possible, they can be delayed if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). The first accident or illness related claim submitted typically takes 30 business days to process as we work with you and your vet providers to gather and review your pet’s medical history. We understand that this can be frustrating, but this timeline allows us to maintain accuracy and quality in processing your claim. We also want to assure you that once the Medical History Review is complete, it’s a much smoother process moving forward! 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

Hello Jeff, We’re sorry to hear about your disappointment with your claim experience. We strive to be as transparent as possible about our coverage, and prior to completing the purchase of a policy—whether online or over the phone—all policyholders must acknowledge and accept that they understand the information and requirements related to waiting and exclusionary periods, the exam requirement, and pre-existing conditions. This step is in place to ensure clarity regarding what is and is not covered under the policy. We are unable to provide coverage for pre-existing conditions, defined as anything diagnosed or symptomatic prior to the start of the policy and through the initial waiting or exclusionary periods. In order for us to process any accident or illness related claims, we are required to complete a medical history review for the pet. We look for the detailed chart notes from any visits that occurred within the 12 months prior to starting the policy and through the initial waiting/exclusionary periods - this is 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. Once your pet's medical records are received and confirmed complete, your claim will move forward and you'll receive a confirmation email once it's finished. We understand you've already spoken with a representative regarding your concerns, but if you have any additional questions about your claim status, please feel free to reach out and we're happy to assist as we are able. Best regards, The Embrace Team

Hello Sharon, We're proud to be partnered with USAA and strive to provide the best service for you and your furry family members, and we are sincerely sorry to hear that your experience with our company has not met your expectations thus far. Especially as a new policy holder. 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 feedback. We do see that you've recently spoken with one of our representatives regarding your concerns. Please do not hesitate to reach out if we can be of any further assistance. We are more than happy to assist you. Best regards, The Embrace Team

Thank you for your kind words about your experience with Embrace, Valerie! We are so glad to hear that you have been satisfied with your experience and we are thrilled to be able to help you keep your sweet pup happy and healthy! We appreciate your review. Best regards, The Embrace Team

Kathy, Thank you for sharing your experience with Embrace. We appreciate your kind words, especially in light of the technological struggles we have been experiencing regarding the recent updates to our customer account interface. Please know that we appreciate your patience as we work to resolve these issues, and we hope to be back to our normal service standards soon! Best regards, The Embrace Team

Hello Darian, We apologize for the error in how your premium was calculated at your most recent renewal and we sincerely regret any frustration it caused. Each year, Embrace conducts a data 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. We understand it can be hard to decide how to proceed, but 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. We know you've already spoken with a representative regarding your concerns and have canceled your policy, 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

Hello Kathy, First and foremost, we're so very sorry for the loss of your beloved dog! We understand this has been a challenging time, but we're glad to hear our team was able to help make the process as smooth as possible. Thank you for your kind words and for taking the time to share your experience. Best regards, The Embrace Team

Hello Tariq, We’re sorry to hear about your disappointment with your claim experience. We strive to be as transparent as possible about our coverage, and prior to completing the purchase of a policy—whether online or over the phone—all policyholders must acknowledge and accept that they understand the information and requirements related to waiting and exclusionary periods, the exam requirement, and pre-existing conditions. This step is in place to ensure clarity regarding what is and is not covered under the policy. When looking at your policy it does look like we were able to cover one claim and not the other. We understand it can be frustrating to have a claim not covered, but our representatives and adjusters are happy to go over policy details and claim results with our pet parents and explain why certain things are or are not eligible for coverage. Please do not hesitate to reach out and we're happy to assist as we are able. Best regards, The Embrace Team