Hello Maria Jessica,
First and foremost, we are so very sorry for the loss of your beloved dog. Please know we are sending well wishes to you during this difficult time and we regret any disappointment you experienced with your outcome of your claims. We strive to be as upfront as possible about our coverage regarding the exclusion of pre-existing conditions, which are defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting and/or exclusionary periods. We go directly off the notes from your vet provider to determine pre-existing conditions, but any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We were unable to locate your account to view additional details, but please feel free to reach out to [email protected] and we're happy to assist with any other questions you have.
Best regards,
The Embrace Team
Hello Rob,
We know that premium increases are challenging and we regret any disappointment you experienced with your recent renewal quote. 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 see you've already spoken with a representative and we are sad to see you go, but we understand you must do what you feel is best for you and your pet. If you have any additional questions, please feel free to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
Hello,
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 assist you further.
Best regards,
The Embrace Team
Hello Carol,
We regret that your experience with our company has not met your expectations. We strive to be as upfront as possible about our coverage and the exclusion of pre-existing conditions, which are defined as anything diagnosed or symptomatic prior to starting the policy and through the initial waiting or exclusionary periods. We go directly off the notes from your vet provider to determine pre-existing conditions, but any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. We see a team member has provided additional information, but if you have any other questions, please feel free to reach out and we're happy to assist as we are able.
Best regards,
The Embrace Team
Hello Ray,
The first accident or illness related claim submitted typically takes about 30 business days to process as we work with you and your vet providers to gather your pet's medical records and carefully review the details to make sure everything is in order. We understand this can sometimes be frustrating and we always work as quickly as possible, but this timeline allows us to maintain accuracy and quality in processing your claim. Moving forward, we want to assure you the process is much smoother and our standard processing time is 10-15 business days! If you have any additional questions, please feel free to reach out to our Customer Care team and we're happy to provide further assistance.
Best regards,
The Embrace Team
Hello Jan,
We are aware of the technical issues that are affecting some of our users and we regret any inconvenience that may have caused. We do not have a definitive timeline for when the issues will be resolved, but please know it is high priority, our team is diligently working on fixing any remaining bugs, and we sincerely appreciate your patience! If you have any additional questions regarding your claims, please feel free to reach out to our Customer Care team and we're happy to provide further assistance.
Best regards,
The Embrace Team
Hello Beverly,
We strive to ensure all claims are processed efficiently and as quickly as possible, so we're glad to hear you had a positive experience and we appreciate you taking the time to share that feedback!
Best regards,
The Embrace Team
Hello John,
We understand that premium increases are challenging and we regret any disappointment you've experienced. Each year, Embrace conducts an actuarial 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. 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 have any other questions regarding your claims or would like to explore those options further, 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 Susan,
We strive to provide exceptional customer service and to process claims as efficiently as possible, so we're pleased to hear you've had a positive experience! Thank you for the recommendation and for taking the time to share your feedback.
Best regards,
The Embrace Team
Hello Allison,
Please know that we certainly understand your concerns with your recent renewal notice. Each year, Embrace conducts an actuarial 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.
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, 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 Andrew,
First and foremost, we are so very sorry for the loss of your beloved cat. Please know we are sending well wishes to you during this difficult time and we sincerely regret any disappointment you've experienced with the outcome of your claims. We were unable to locate your account to view the specific details, but any time you feel there was an incorrect assessment we welcome you to discuss your concerns with our team. Please feel free to reach out to [email protected] with your name and policy number and we're happy to go over any additional questions you have.
Best regards,
The Embrace Team
Hello Willem,
We are sincerely sorry 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 your vet to gather any additional medical records needed and review your pet's complete medical history. We look for the detailed chart notes from any exams/visits that occurred within the 12 months prior to starting the policy and through the initial waiting periods - please note this does not mean we need a full 12 months of records (for example, if the pet is a new addition or born recently), it is just 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. If you have additional questions regarding your claims, please feel free to reach out and we're happy to help.
Best regards,
The Embrace Team
Hello Yohaan,
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 note this is an unmonitored inbox that is only used for file attachments.
Best regards,
The Embrace Team
Hello Susan,
We are aware of the technical issues that are affecting some of our users and we regret any inconvenience that has caused. We do not have a definitive timeline for when the issues will be resolved, but please know it is high priority, our team is diligently working on fixing any remaining bugs, and we sincerely appreciate your patience! We understand that you may occasionally experience delays in reaching us by phone due to high call volumes, but we haven't received any reports of our phone lines being down. We want to make sure that there are no issues with your phone number(s) and or/emails getting through to us. 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. Thank you!
Best regards,
The Embrace Team
Hello SJS,
We're sorry for any disappointment you experienced with the outcome of your claims. 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. Pre-existing conditions are defined as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods and are determined directly from the notes provided to us from your veterinarian. 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 go over any additional questions you have.
Best regards,
The Embrace Team
Hello Debra,
We're sorry for any disappointment you've experienced with the outcome of your claim. 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 assist with any additional questions you have.
Best regards,
The Embrace Team
Hello Mo,
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. Pre-existing conditions are defined as anything symptomatic or diagnosed prior to starting the policy and through the initial waiting or exclusionary periods and are determined directly from the notes provided to us from your veterinarian. This policy ensures that pre-existing conditions are accurately assessed and helps us provide fair and consistent coverage for all policyholders. 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 assist with any additional questions you have.
Best regards,
The Embrace Team
Hello Daphne,
We’re sorry to hear about your disappointment with your claims. We were unable to locate your account to view additional details, but if you would like to discuss your questions or concerns further, please feel free to reach out to [email protected] with your full name and policy number and we're happy to assist you.
Best regards,
The Embrace Team
Hello hllxwn,
We are 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 regarding your claims, but we would like to resolve any questions or concerns you have. 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 Doctor Ty,
We were unable to locate your account to view additional details, but please know we take your feedback seriously and we would like to resolve any questions or concerns you have regarding your claims. 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
