Embrace Pet Insurance

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 Jessica, We understand that premium increases are challenging and we sincerely regret any disappointment you've experienced. 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. 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 goal is to work closely with each policyholder to explore personalized solutions to support you during this time, and we understand you've already spoken with a representative regarding these options, but if you have any other questions please feel free to reach out to our Customer Care team and we're happy to provide additional assistance. Best regards, The Embrace Team

Hello Andrei, We are sincerely sorry to hear that your experience with our company has not met your expectations. We do distinguish between temporary and permanent pre-existing conditions and understand that some conditions can be symptoms of curable conditions. However, Leo's fracture of the tibia and fibula and subsequent limping due to the pin migration is pre-existing because the clinical signs occurred prior to the policy's effective date, and it does not meet the criteria for a temporary condition. We understand you've already spoken with a representative regarding your concerns, but if you have any additional questions, please feel free to reach out to and we're happy to provide further assistance. Best regards, The Embrace Team

Hello Michael, We regret any frustration you've experienced with your recent claim. In order for us to process claims, we require a clear and legible copy of all pages of the invoice. A qualifying invoice will also have the pet’s name, the date of service, an itemized list of products/services and their costs, and the grand total including any taxes, fees, discounts, shipping costs, etc. 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 name and policy number and we're happy to provide further assistance. Best regards, The Embrace Team

Hello Christy, We sincerely regret any frustration you experienced with the claims process. The first accident or illness claim submitted typically takes about 30 business days to process. During this time, we work directly with you and your vets 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. Once the medical history review is complete, it’s a much smoother process moving forward and our standard processing time for claims is 10-15 business days. 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. Best regards, The Embrace Team

Hello Karan, We sincerely regret any frustration you've experienced with the processing of your claims. We see a team member followed up to further address your concerns and offer resolution. If you have any additional questions, please feel free to reach out to them directly and they will be happy to assist you. Best regards, The Embrace Team

Hello WS, We are sincerely sorry to hear that your experience with our company has not met your expectations. The first accident or illness claim submitted typically takes about 30 business days to process and we do strive to be as upfront as possible about the timeline. We also provide status updates via email and via your customer account. 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 were unable to locate your account to view additional details, but please feel free to reach out to [email protected] with your name and policy number and we're happy to assist you further! Best regards, The Embrace Team

Hello Clark, 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 see you've spoken with a representative regarding your concerns and your claim has been completed. If you 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

Hello Sharon, We're happy to hear you've experienced friendly and professional service from our team and we sincerely appreciate you taking the time to leave that feedback! Best regards, The Embrace Team

Hello Damian, We are sincerely sorry to hear that your experience with our company has not met 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 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. Pre-existing conditions are determined directly from the notes provided to us from your veterinarian, and this policy ensures that they are accurately assessed and helps us provide fair and consistent coverage for all policyholders. We understand you've already spoken with a team member 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 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

Hello Ruth, We recognize that premium increases can be challenging. 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 do structure our policies to allow each pet parent to change coverage parameters to adjust the premium based on what they feel is best for their individual pet and situation. We understand you've spoken with a representative regarding these options and we are sad to see you go, but understand you must do what you feel is best for your and your dog. If you have any other questions or concerns, please feel free to reach out to our Customer Care team and we're here to help. Best regards, The Embrace Team

Hello Gerald, Thank you for your kind review! We're so glad to hear you've had a great experience with us. We appreciate you trusting Embrace to help keep your furry friends happy and healthy! Best regards, The Embrace Team

Hello Ricardo, We regret any disappointment you experienced with the claims process. We sincerely regret any disappointment you experienced with the claims process. 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 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

你好马特， 我们感谢您与我们分享您的经验，对于您对我们的索赔流程感到失望，我们深感遗憾。首次提交的与事故或疾病相关的索赔通常需要 30 个工作日来处理，因为我们会与您和您的兽医提供者合作收集和审查您宠物的病史。有时，我们确实会请求您帮助及时获取文件，无论是因为诊所需要您的许可才能发布文件，还是我们在代表您联系时没有收到诊所的任何回复。我们知道这可能会令人沮丧，但这个时间表使我们能够在处理您的索赔时保持准确性和质量。我们还想向您保证，一旦病史审查完成，接下来的过程就会更加顺利！ 如果您有任何其他问题或需要进一步帮助，请随时联系我们的联系中心。您的反馈非常宝贵，我们向您保证，我们将利用它来不断改进我们的服务。 最好的问候， 拥抱团队

Robin, We are truly sorry to hear about the passing of your beloved dog. We understand how incredibly frustrating and upsetting it must be to feel that your claims were declined due to a pre-existing condition you weren't aware of, and we deeply regret the distress this has caused. We define a pre-existing condition as anything at all that is diagnosed or symptomatic prior to the policy start date and during the initial waiting and/or exclusionary periods as outlined in the policy terms and conditions. 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 strive to be transparent about what our policies do or do not cover. We are here to help clarify any aspects of your policy and the claims process. We do see that you've already reached out to us regarding your policy. Please do not hesitate to reach out to us again for any further assistance. We are thinking of you during such a difficult time. Best Regards, The Embrace Team

Hello D S, We sincerely regret any disappointment you experienced with the claims process. 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 understand the long hold times can be frustrating as well. Please know that we are working on training new staff 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 feel free to reach out to [email protected] with your full name and policy number and we’re happy to provide further assistance with your policy. Best regards, The Embrace Team

Hello Laura, We understand that premium increases can be challenging, and we sincerely regret any disappointment you experienced with your recent renewal notice. 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 a pet's age, how long they've been insured, and the rising cost of veterinary care. Veterinary medicine continues to advance, allowing pets to receive more specialized treatments than ever before, but these advances also contribute to higher overall care costs. 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 goal is to work closely with each policyholder to explore personalized solutions to support you during this time. We see you’ve already spoken with a representative, but do not hesitate to contact us if we can be of further assistance. We appreciate you taking the time to share your feedback and we will use it to continuously improve our services. Best regards, The Embrace Team

Hello raymondgonzales1978, We're so happy to hear that we could be there for your cats, especially when unexpected issues arise. Providing quality service is our top priority! Thank you for taking the time to share your experience and thank you for trusting USAA and Embrace! Best Regards, The Embrace Team

Hi David! We are so incredibly grateful to hear about your long-standing positive experience with us over the past two decades. It's wonderful to know that we've been able to provide excellent service for all your beloved dogs. Thank you for choosing Embrace! Best regards, The Embrace Team

Hello Dawn, 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