Hello Kathleen,
We're sorry for any frustration you've experienced with the claims process. 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 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 P.B.,
We're glad to hear that our representative was able to quickly answer your questions. We sincerely appreciate you taking the time to leave us a positive review!
Best regards,
The Embrace Team
Thank you for sharing your positive experience with Embrace, Sharon. We are thrilled that you have been satisfied with our product and also, our services. Thank you for taking the time to recommend us to others, we appreciate it!
Best regards,
The Embrace Team
Thank you for your 5-star review of Embrace. Kerry! We are thrilled that our team was able to provide you with immediate assistance and that related process was simple to complete. We appreciate you taking the time to share your experience.
Best regards,
The Embrace Team
Jolene,
We are sorry to hear of your frustration with the claims process with Embrace. Although we try to process claims as quickly as possible, sometimes it can take longer to process the first accident or illness claim as we gather your pet’s complete medical history. Obtaining medical history is a process we are continuously working to improve. We work directly with your vet to gather any additional medical records needed to review your pet’s complete medical history and we copy you on any email request to keep you in the loop. The good news is once your pet's medical history has been established, future claims tend to process much quicker and our standard processing time is 10-15 business days. You are always welcome to reach out to us at 800-511-9172 to check on the status of a claim and we are happy to help!
Best regards,
The Embrace Team
Hello,
Thank you for reaching out, Joli. We are happy to hear that your claim experience with Embrace has been satisfactory and that your pets have remained healthy, so you have not had much use for the policy at this time. While we do understand the frustration, we are currently unable to change billing dates on our policies. We do offer the option to change between monthly and annual billing schedules as needed, to best suit your budget and financial situation, however, we are unable to change the related billing dates. Please do not hesitate to reach out to our team to discuss if you are struggling to manage the cost of your policy, as we may have other solutions for you to explore like changing your coverage to adjust your premium cost.
Best regards,
The Embrace Team
Seth,
We are sorry to hear you are disappointed with your policy and multiple aspects of our service here at Embrace. We see you spoke with a team member regarding your concerns surrounding your pet's pre-existing conditions directly. We appreciate you taking the time to discuss the concern with our team, as we always want to ensure all coverage is assessed fairly.
Regarding premium increases, we understand that any increase in premium cost is not ideal. Embrace evaluates premium increases based on an annual evaluation of our book of business. We evaluate with focus on the age of the insured pets, claims trends, the tenure of the policy and also inflation, with specific attention to increases in veterinary costs. While we understand that the option to reduce your coverage may not be favorable in your situation, for many of our Pet Parents this option provides them the peace of mind that their pets can maintain a level of coverage but they can also be considerate of their budget.
Please know that we appreciate your feedback, as we are always striving to improve. We understand that at times our hold times may be extended. 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!
Best regards,
The Embrace Team
Yvette,
Thank you for your feedback. We are so sorry to hear of your disappointment in Embrace’s claim review process and the delay you have experienced with your submissions. Please do not hesitate to give us a call and our team would be happy to review this matter further and identify what may be causing your submissions to process slower than anticipated or elaborate on what information may be needed to improve processing moving forward.
Best regards,
The Embrace Team
Thank you for your kind words about Embrace, Kraut. We hope your pet is recovering well and are so glad that we were able to provide assistance to you both during this difficult time. We understand how challenging it can be to try to focus on finances when dealing with a sick pet, and we are happy that your policy allowed you to focus on your pet's recovery. Thank you for sharing your experience.
Best regards,
The Embrace Team
Erika,
We have been experiencing a high call volume lately but I want to assure you we recognize this and are taking steps to reduce hold times. We are thrilled that once you were able to connect with a representative at Embrace, that Karen was able to help you so efficiently. Thank you for taking the time to share your review!
Best regards,
The Embrace Team
Donnely,
Thank you for your kind words about your interaction with Embrace! We hope your cat is recovering swiftly from their recent hospital stay and are glad that the claim submission process was simple to complete. Please do not hesitate to reach out should you have any questions on the claim decision once it is available.
Best regards,
The Embrace Team
Ann,
Thank you for reaching out. We are sorry to hear of your negative experience with Embrace.
We do have one department who services policies and one department which assists in setting new policies up. Since they are separate departments the hold times can vary. We have been experiencing a high call volume lately in servicing policies but I want to assure you that we recognize this and we have changes coming soon to get back to our regular standard of service.
Regarding our customer account, as this function did recently experience some upgrades, we are working through some related technical challenges. We want to assure you that our goal is improved service and functionality all around, and our team is working diligently to get service restored soon.
As for the standard processing time of 30 business days for first claims, this process has been long-standing with Embrace, as we want to ensure our team has the time needed to obtain and properly assess each insured pet's medical history. This is done in effort to properly assess claim coverage and identify any pre-existing conditions a pet may have. The good news is, that after the first claim, our regular claims processing time is much quicker, at 10-15 business days as long as all related information is available.
Please know that we appreciate your feedback regarding areas where we can improve. We would like to thank you for your patience as work through these changes.
Best regards,
The Embrace Team
Hello Tonya,
We regret that your experience with our company did not meet your expectations. We do offer an option to complete a complimentary Medical History Review upfront for your pet, which is essentially a complete assessment of your pet's health history and is offered so you can feel confident in your pet's coverage. It provides you with a detailed report of what is considered pre-existing and not eligible for coverage. However, if this review is not requested by the policyholder, we do not review the medical records until the time of the first eligible accident or illness claim submission. We understand you've already 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 you further.
Best regards,
The Embrace Team
Hello Cancun777,
We regret that your experience with our company did not meet your expectations and 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. 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 address any questions you have regarding the outcome of your claim.
Best regards,
The Embrace Team
Thank you for your kind words and five-star review of Embrace, Kenneth! We appreciate you taking the time to share your experience.
Best regards,
The Embrace Team
Hello Ken,
We strive to ensure all claims are processed efficiently and as quickly as possible, so we're glad to hear that our representative was able to address your concerns and quickly resolve the issue. We sincerely appreciate you taking the time to leave us a positive review!
Best regards,
The Embrace Team
Hello Jem,
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 provide further assistance!
Best regards,
The Embrace Team
Hello Maddie,
We're glad to hear you had a positive experience with our representative and we appreciate you taking the time to leave us a review! 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
