Embrace Pet Insurance

Hello Lily, We understand that premium increases are challenging, and we truly regret any disappointment you've experienced with your recent renewal quote. Embrace conducts a data analysis each year, 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. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary when the increase happens. 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 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, so if you are interested in going over these options further or 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 Mary, We're glad to hear our representative was able to assist you! Please also know that we are continuously working on ways to minimize hold times and we appreciate your patience as we assist each pet parent with care. Thank you for the taking the time to share your feedback! Best regards, The Embrace Team

Hello Amy, We understand that technical difficulties can be frustrating and we want to assure you that our team is actively working on rectifying the situation as quickly as possible. 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 provide further assistance. Please know we take your feedback seriously and will use it to continuously improve our services! Best regards, The Embrace Team

Hello Jess, We sincerely appreciate your kind words and we're glad to hear our team was there to support you and your beloved dog during a difficult time. Thank you for taking the time to share your feedback! Best regards, The Embrace Team

Hello Wendy, 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 understanding! Please note if you continue to experience issues in the meantime, you can also submit claims via email to [email protected] if you are including the claim documentation in the body of the email or have claims related questions, or to [email protected] if you are sending the claim as a file attachment (please note this is an unmonitored inbox used for file attachments only). 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 Juliana, We regret that your experience with our company did not meet your expectations. 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. We sincerely want you to be as informed as possible and feel confident in your pet's coverage, which is why we offer an option to complete a complimentary Medical History Review for your pet upfront instead of at the time of your first claim submission. It is essentially a complete assessment of your pet's health history and provides you with a detailed report of any conditions considered pre-existing and not eligible for coverage. Please keep in mind the review is separate from the 30-day money back guarantee because we are not able to request records until the end of the 14-day illness waiting period and the review typically takes 30 business days to process. If you decide to request a review, and then cancel after the first 30 days, you will receive a pro-rated refund of any unused premium. If you have any additional questions or concerns, please feel free to contact our Customer Care Center and we're happy to assist as we are able. Best regards, The Embrace Team

Hello Susan, We're happy to hear you found the sign-up process user-friendly. Thank you for taking the time to share your experience and for choosing Embrace to help keep your dogs healthy and happy! Best regards, The Embrace Team

Hello Delia, We regret any frustration you've experienced with the processing of your claim. In order for us to complete any accident or illness related claims, we are required to complete a medical history review for the pet. The medical history we look for includes detailed chart notes in which the vet has recorded examination findings, pet’s health status, and test results (if applicable). Although we try to work as quickly as possible, the review can take longer to complete if we are waiting on the vet provider to send the requested records. However, we want to assure you that once the review is complete, it's a much smoother process moving forward and our standard processing time is typically 10-15 business days. We see a team member has reached out to you and your vet provider to provide further clarification, but if you have any other questions please feel free to reach out to them directly and they will be happy to assist you. Best regards, The Embrace Team

Hello Cameron, We understand that premium increases are challenging and we regret that your experience with our company has not met your expectations. We see a team member has responded to your recent correspondence to further address your concerns. Please feel free to reach out if you have any additional questions and we are happy to assist as we are able. Best regards, The Embrace Team

Hello Roberta, We sincerely regret that your recent experience did not meet your expectations. We value every customer and want to assure you this is not up to our standard level of service. 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 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 Carla, We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we regret any inconvenience that may cause. Please know that we are continuously working on ways 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 know we take your feedback seriously and we want to make sure there are no issues with you being able to contact us via email. 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 Wendy, We appreciate your kind words about our representative. We strive to provide excellent customer service and are happy to hear you had a positive experience! Best regards, The Embrace Team

Hello Asimina, We're pleased that our team has met your expectations! Thank you for the kind words and for sharing that feedback! Best regards, The Embrace Team

Hello Danny and Jean, We think you may have meant to leave this feedback for your dog trainer, but we appreciate you taking the time to leave a positive review! Best regards, The Embrace Team

Hello Nancy, Thank you for taking the time to leave us a review. We're glad to hear you've had a positive experience with our team and we hope Patches is feeling better and making a quick recovery! Best regards, The Embrace Team

Hello Debra, We sincerely appreciate you taking the time to share that positive feedback. Thank you for choosing Embrace to help keep your furry family members healthy and happy! Best regards, The Embrace Team

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

Hello Michael, Although we try to process claims as quickly as possible, they can take longer to complete if we are missing any required documentation (medical records, a complete invoice, clear diagnosis or reason for the visit, etc.). 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 clarification and assistance. Best regards, The Embrace Team

Hello Lynn, We understand that you may occasionally experience delays in reaching us by phone due to high call volumes and we regret any inconvenience that may cause. Please know that we are continuously working on ways to minimize hold times and we appreciate your patience as we assist each pet parent with care! In addition to our phone line, we can be reached via email the following ways: If you have a question about your policy or your premium, please email [email protected] If you have a question about a claim, orthopedic report card, or medical history review, please email the claims team at [email protected] If you are sending a document, please send it as a PDF file attachment to [email protected] - These must be sent as attachments because pictures in the body of the email do not work in our system. Please also note this is an unmonitored inbox only used for file attachments. Best regards, The Embrace Team

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