ComplaintsforEmbrace Pet Insurance

• Initial Complaint

  09/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog was treated for an abcess on 8/10/2024. We filed the invoice from the vet to the insurance provider. As usual the Embrace started asking the vet for records. Records were provided. More records were asked for after that. More records were provided. Now embrace does not acknowledge the records being submitted even though we were copied on the emails from the vet. We forwarded these emails again. Now the provider is just ignoring us and not processing the claim. It is important to add that when I asked what these records are for, I was told it was to retire a pre-exstiting condition. This is not at all related to the claim itself. Yet this is being used as an excusse not to process the claim.

  

  Business response

  09/10/2024

  Dear BBB,

  I would be happy to discuss the case with you. ******* policy started on 2/5/22 and the waiting periods ended on 2/7/22 (accidents), and 2/19/22 (illnesses and orthopedic conditions). Our policy requires a medical review for all pets before we can process an illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. This review can be requested by the policyholder during or after signup and if not requested, it is not completed until the first eligible illness claim is received. Because pre-existing conditions can be both permanent and temporary, there are times we must update the original medical review to confirm a temporary exclusion is expired before processing a related claim.

  ******* original medical review was completed on 5/9/22 and an updated review was performed on 8/9/23. During the initial review, ***** was found to have a exclusion for dermatologic conditions. This means all dermatologic conditions are excluded from coverage temporarily until the pet could remain free from these conditions for 12 consecutive months. During the updated review, the dermatologic conditions exclusion was extended due to ***** not remaining free of all dermatologic conditions.

  *** ********* submitted a claim for ***** on 8/10/24 with a diagnosis of an abscess on the shoulder. As abscesses can sometimes be dermatologic in nature, medical records were requested to attempt to expire the dermatologic conditions exclusion. I have included our definition of a dermatologic condition below. 

  From your Terms & Conditions:
  PART I – DEFINITIONS
  16. Dermatological Condition means an Illness related to your Pet’s skin and is deemed to include ear infections and skin lumps from skin irritation or infection, such as interdigital cysts from pododermatitis, but not conjunctivitis or parasitic infestations.

  As such, the claim was placed in a pending state until the records could be reviewed. Because the review had not yet been completed, the claim was closed for lack of information. Records were requested from ******** *** ****** ******** on 8/23/24 and 8/28/24. Records were received on 8/29/24 and a task was opened to review the records. This review can take up to 30 business days to be completed but is usually completed sooner.

  *** ********* sent emails to our ********** email address on 9/1/24, 9/2/24, and 9/4/24. Our email response times are currently 6 business days and there was a holiday on 9/2/24, which is why *** ********* has not received a response to these emails. Additionally, he sent two emails on 9/2/24 and 9/4/24 to our claims@ email address, which is a do not reply/unmonitored inbox, so these emails would not be seen by an employee.

  Once the updated review has been completed, the claim will be re-opened for processing.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,
  Ashley M******** R.V.T
  Technical Claims Manager

• Initial Complaint

  08/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  First I want to start off by saying that I have tried numerous times to reach out to ******* to get my issues handled. My emails go unanswered and when I call (at least 5 times now), I am unable to speak to anyone, and am on hold for about an hour before I eventually hang up. My foremost issue is that I am trying to get the insurance claims that I submitted processed by them, but they keep sending an email (from a "do not reply" address so i cannot respond to that) saying they need the medical records in order to process. I have called the medical clinic and they said they sent the records to *******. But I keep getting the same email from *******. I feel that they are running some kind of scam and are using this nonsense with the medical records to avoid processing the claims and pay me back my money! The secondary issue is that I signed up for the Wellness Rewards package, but then realized that this package only allots $250 in wellness coverage a year, which is about the SAME as it cost to be enrolled in this program. I don't know how that makes ANY sense whatsoever but I want to talk to someone at ******* about it and every time I call, I can't get anyone on the line. They put their customers on hold for over an hour and still don't pick up. It's a company of con artists. I pay $79 a month for my policy and wellness rewards program and I haven't been serviced in the least. I need to be called by the company ASAP and dealt with professionally. I also want my claims processed ASAP. And I want an explanation of why the amount of rewards you get from the wellness program is the same as what it costs me annually. AND I want a direct way to contact ******* from now on without being put on hold forever. Or I will change insurance companies immediately.

  

  Business response

  08/27/2024

  Dear BBB,

  I would be happy to discuss the case with you. ****** policy started on 12/29/23 and the waiting periods ended on 12/31/23 (accidents), 1/12/24 (illnesses), and 6/29/24 (orthopedic conditions). Our policy requires a medical review for all pets before we can process an illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. This review can be requested by the policyholder during or after signup, but if not requested will not be completed until the first eligible illness claim is received.

  *** **** did not request a medical review and submitted ****** first illness claim on 7/4/24. As such, ******* began gathering medical records to complete our review. An email was sent to *** **** on 7/7/24 letting her know the medical review and claim could take up to 30 business days to be completed. Medical records were requested for Sage from Lookout ******** ********** ****** initially on 1/12/24; however, records were never received. Records from ******* ******** were requested again on 7/30/24 and received on 8/8/24 and were placed in line for review.

  On 8/6/24 and 8/10/24, *** **** emailed ******* regarding the pending claims. A claims administrator responded to *** ****’s emails on 8/13/24 and 8/16/24 explaining what we still needed to process the claims.
  The records from ******* ******** were reviewed on 8/20/24, but did not contain a qualifying examination to meet the policies examination requirement. Per the terms and conditions an exam must take place within the 12 months prior to the policy start or within the first 14 days after the policy start. The first examination we received was 5/6/24, so records were requested from 1st Pet Veterinary Centers. Those records were received on 8/21/24 and are currently in line to be reviewed by an adjuster. Once the records are reviewed and any pre-existing conditions are determined, any pending claims will re-open to be processed.

  Regarding *** ****’s issues with communications, our hold times are currently higher than normal as well as our email response times due to short staffing. *** **** did email ******* again on 8/22/24, but this email was sent to a do not reply email address. Another email was sent to our askclaims email on 8/22/24, but had not been responded to yet as our currently response times are around 5 business days.  As far as the wellness rewards plan, the cost of the plan is $225.00 per year ($18.75 per month) with a reimbursement of up to $250.00 per term for preventative and routine care. The benefit of this plan is to be able to use the full $250.00 right away after adding the optional plan.

  I have asked our customer service department to reach out to *** **** by phone regarding the wellness plan and her request for a direct contact.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,

  Ashley M*******, R.V.T
  Technical Claims Manager

• Initial Complaint

  08/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We adopted our dog on May 31, 2019. This company continues to use the excuse of "pre-existing" conditions to avoid paying claims. They say OUR vet has records from May 13, 2019. We do not have any records of such pre-existing conditions nor did we have the dog at that time. How can we get coverage to avoid "pre-existing" conditions if we didn't know we were going to adopt a dog?! This insurance company is a scam. We are paying close to $1000 a year for absolutelt NO coverage. They won't cover anything. I demand an immediate cancellation of our policy. We will not be paying any more money to this scam of a company.

  

  Business response

  08/26/2024

  Dear BBB,

  I would be happy to discuss the case with you. ******* policy started on 12/22/19 and the waiting periods ended on 12/24/19 (accidents), 1/5/20 (illnesses), and 6/22/20 (orthopedic conditions). Our policy requires a medical review for all pets before we can process any illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. If a review is not requested by the policyholder during or after signing up, the review is not completed until the first illness claim is received.

  The medical review is a comprehensive review of any medical records from the 12 months prior to the policy start through the end of the waiting periods. By purchasing the policy, the policyholder gives Embrace the right to request and review any medical records we deem necessary, including records from prior to adoption. ***** was seen by a veterinarian at ***** ****** ****** prior to adoption and had abnormalities noted during those examinations. As this visit took place prior to the start of ******* policy, any conditions noted are pre-existing and not eligible for coverage.

  ******* medical review for illnesses was completed on 1/31/20 and Mr. Anderson was sent an email outlining any pre-existing conditions on the policy. Since ***** was still within the orthopedic waiting period at that time, the orthopedic conditions portion of the medical review was not completed until 3/8/22. During the initial review, ***** was found to have several pre-existing conditions. ***** has permanent exclusions for bilateral luxating patellas, aggression, and tartar accumulation. The tartar exclusion while listed as permanent is technically a temporary exclusion but can only expire once a dental cleaning has been performed. ***** also had temporary exclusions of polyuria (excessive urination), anemia, and dermatologic conditions (any illness involving the skin).

  While ***** does still have great coverage on the policy, we are unable to provide coverage for any of the pre-existing conditions found during the review. *** ******** has submitted a total of 12 claims to Embrace for ***** since 2020 and unfortunately, only one claim has been eligible for coverage. All other submitted claims have been ineligible for coverage as they are related to a pre-existing condition.

  As of today, the permanent exclusions listed above as well as the temporary exclusion of dermatologic conditions are still active exclusions on the policy. The other two temporary exclusions were able to be expired and are now available for coverage.

  As requested, we have cancelled the policy effective today and *** ******** will receive an email confirming the cancellation.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,

  Ashley M******** R.V.T
  Technical Claims Manager

• Initial Complaint

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We signed up for this insurance online in December 2023 because we wanted to try to save money on vet bills for our new 8 week old pup. Since having this insurance, we have only put through one real claim. The first one wasn’t supposed to be a claim, I uploaded his medical history/vet visits and the company made it a claim. I emailed and told them what happened so instead of removing the claim, they denied it. So, the first real claim we filed was 7/16/24 for being seen as a new patient. Apparently this is considered a “wellness” exam so it was denied because I didn’t want to pay even more out of pocket for a wellness plan. However, he was diagnosed with anxiety and given medication but because it was a “wellness” exam, they won’t cover anything. I complained about it in a google review then received an email from Kelly W***** telling me my negative review was wrong then gave me 800 reasons why my claim was denied. Had an appt with behavioral specialist on 8/14/24 which is covered, but when I put in the claim I noticed that the one they denied is now open and in review because they were missing his “pre policy medical history through the end of the waiting period”. We had them for 9 MONTHS, we surpassed all the waiting periods. They did not do their job despite me paying for an insurance policy that I couldn’t even use because again, they didn’t do their ONLY JOB. Also, there is a 3rd claim but I don’t know what it is because I didn’t open it. They have provided no services for me, they didn’t even check my dog’s history, so I would like my premiums paid back IN FULL because I was paying for nothing. They never told me any of this and never requested anything from me except for the most recent vet visit at the start of the policy. Also, like I said above, I uploaded his health history 1/2024 and the vet sent them everything too so I find it odd that a “health history” wasn’t done AFTER IT WAS SENT DIRECTLY TO THEM. We canceled them yesterday, I just want a refund.

  

  Business response

  08/16/2024

  Dear BBB,

  I would be happy to discuss the case with you. *** ****s’ policy for ***** had a start date on 12/16/23 and the waiting periods ended on 12/18/23 (accidents), 12/30/23 (illnesses), and 6/17/24 (orthopedic conditions). Our policy requires a medical review for all pets before we can process an eligible illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. If a medical review is not requested by the policyholder, the history is not reviewed until we receive the first eligible illness claim. An email was sent to *** ****s on 12/31/23 explaining this and it is also stated in the terms and conditions of the policy, which I have included below.

  PART II – CONDITIONS
  9. We will attempt to collect your Pet(s) medical history from all Veterinary Providers you inform us of at the start of your policy; however, we will not review the medical history until your Pet’s first Illness Claim is submitted, or you request a Medical History Review. This request may be made any time after the policy fourteen (14) day Illness Waiting Period is complete.

  Anytime we are sent records that contain an invoice, our system sets this up automatically unless otherwise instructed by the policyholder. Because the invoice provided to us was from 12/18/23, which was during the policies waiting period, it was automatically processed by our system as not covered. The policy also does not provide coverage for preventative or routine care and the next claim submitted by *** ****s was for 3/11/24 and she provided a diagnosis of wellness rewards. Since this was not a chosen extension of the policy, the claim was automatically processed by the system as not eligible for reimbursement.

  PART IV – EXCLUSIONS
  2. Preventative Care including, but not limited to, wellness exams or tests, preventative Treatment, tests or diagnostic procedures, vaccinations, flea and other parasite prevention, spaying or castration (including preventative sterilization surgery, such as for Treatment for cryptorchidism, chimerism, or chromosomal abnormalities), grooming and de-matting, and dew claw removal;

  The next claim submitted by *** ****s was on 7/25/24 and again was submitted with a wellness rewards diagnosis. Please note, this was the only diagnosis provided to us by *** ****s when the claim was submitted. Because *** ****s policy does not have wellness rewards and no other diagnosis was provided, the claim was automatically processed by the system as not eligible for reimbursement. When *** ****s contacted Embrace and provided us with an additional diagnosis of anxiety, the claim was re-opened for review. Since this was the first eligible illness claim submitted, Embrace needed to perform our medical review to determine any pre-existing conditions on the policy, as such the claim was placed on hold. An email was sent to *** ****s on 8/8/24 stating the review could take up to 30 business days to complete.

  The medical review was completed on 8/15/24 and any pending claims moved forward for processing. Ms. Sands called into Embrace on 8/14/24 and cancelled her policy. As the policy had been in force for over 30 days, only a pro-rated refund is available. This is stated in the terms and conditions below.

  PART VI – OTHER TERMS AND CONDITIONS
  3. Cancellation Refund
  Upon cancellation, you may be entitled to a premium refund. If you provide us notice of cancellation within thirty (30) days of the Policy Original Start Date and you have made no Claim, we will refund the premium you paid us and the policy will be canceled.
  If you have made a Claim within thirty (30) days of the effective date, the premiums paid for or allocable to the first month of Coverage become fully earned upon  the submittal of the Claim, and you will only receive a refund for any premiums paid for periods beyond the first month.
  After the first thirty (30) days of the policy period, we will compute any refund due on a daily pro-rata basis based on the termination date of the policy.

  In summary, the claims were processed accordingly based on the diagnoses provided to us by *** ****s and according to the terms and conditions of the policy. Since the policy was in force longer than 30 days, no additional refund can be given as we must follow the terms and conditions of the policy.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,
  Ashley ********* *****

  Technical Claims Manager

  Customer response

  08/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.] 

  I do not accept this. If I did not contact the BBB it would have still been pending. It took them 9 months to do a review that apparently takes 5 minutes. This company is awful and should be throughly investigated for their abhorrent business practices. I deserve a refund for you not doing your job at all. I’m going contact my lawyer. Your business is absolutely disgusting. The company and the people that work there are soulless money hungry narcissistic liars. I am going to put reviews everywhere telling people the truth about your awful company. If I can get enough people, which you screwed over hundreds, maybe they will go on a class action suit with me. That’s all your company deserves… robbing people that love their pets of their hard earned money with a scam. 
  
  No Regards,
  
  ******** *****
  
  
  

• Initial Complaint

  08/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I sought assistance due to my learning disability, yet this company took advantage of me. They misled me for two weeks by claiming that both plans I purchased would cover imaging, They refused to be honest to let me know that the only way I would have imaging covered as if it wasn’t emergency visit, which they do not. Their justification is that coverage does not apply if a pet has pre-existing conditions, but my pet showed no symptoms during the vet visit And I made this clear before signing up. Specifically asked, and it is recorded that I asked them will I be covered for imaging if it’s not an emergency I do not just want coverage for emergencies. I was advocating this was for preventative care. I brought him in solely for a check-up, clearly stating it was for imaging because he is 15 years old. It's disappointing to see agent ****** ***** ******** demonstrate such a lack of accountability, and the company has shown no support for a parent trying to care for their beloved pet. They do not advocate for preventative care.

  

  Business response

  08/09/2024

  Hello *******, thank you for reaching out. We have a wide range of coverages available, including accidental insurance, accident and illness insurance, as well as our supplemental Wellness Rewards program which can be added on to reimburse for routine and preventative care. Coverage for claims would be limited by the coverage that was ultimately selected when the policy was purchased. It’s very important as an administrator of an insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to processing claims. We see a team member has reached out to you regarding your concerns. We  appreciate you sharing this feedback as we are always look for ways to improve while still abiding by our policy Terms and Conditions.  

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I AM SEEKING A 100% REFUND FOR CANCELATION OF POLICY. Embrace: We have charged your credit card $712.55 and activated your policy number EP0081-3419. This policy runs from 6/16/2024 ET through 6/15/2025 ET. Your policy documents are attached to this email for reference and available to view in your account. There will be a separate charge for your rewards plan coverage of $225.00. Active Coverage Begins: Accident: 6/16/2024 Illness: 6/30/2024 ME** Attachments to Embrace Sun,Jun 30, 10:02 AM Please notice that there are 4 attachments here that I sent to your associate Dylan several days ago in order to get the policy going. Along with his wellness exam and bloodwork report, there is an orthopedic card completed by his vet as well. Please contact me regarding these forms if there are questions. I would also like a confirmation that they have been received, observed and added to Odie's file. Please note: **If I do not receive a confirmation and a statement that Odie has an all clear and his COMPLETE INSURANCE POLICY is in FULL EFFECT within 5 days of this letter, I will consider that you have found some sort of issues that will prove to be a problem going forward. If so, cancel my PAID IN FULL ONE YEAR policy for a full and complete refund. Thank you again and I will be expecting to receive the information that I requested by 7/5/2025. I did not receive any communication until 8/1/2024. and obviously past the 30 day period for full refund. *On 8/1/2024 I was informed that my dog had pre-existing conditions. So, I immediately canceled my policy as I said I would. Now, Embrace wants to pro rate and refund me 597.13 instead of the 712.55 I originally paid. UNACCEPTABLE!! Embrace did not respond to any of my previous correspondence regarding pre-existing conditions and cancelation. I believe this practice is deceitful and unethical especially when I clearly stated that I was going to cancel if my dog was evaluated with pre-existing conditions.

  

  Business response

  08/09/2024

  Dear BBB,

  I would be happy to discuss the case with you. This pet’s policy had an effective date on 6/16/24 and the waiting periods ended on 6/30/24 (illnesses), and 6/30/24 (orthopedic conditions). Our policy requires a medical review for all pets before we can process an illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. Pre-existing conditions also exclude any related/underlying conditions and/or clinical signs. If a medical review is not requested by the policyholder, it is not completed until the first illness claim is received.

  After signing up for the policy *** ******** called Embrace on 6/17/24 asking if he needed to submit any documents and was advised Embrace would request any medical records on his behalf. On 6/28/24, *** ******** spoke with a customer service representative who then provided his email address for *** ******** to send the documents he wished to upload. *** ******** sent the documents to the customer service representative, and they were uploaded into our system. At no time during the phone calls or emails did *** ******** specifically ask for a medical review, only to receive confirmation that the documents were received, which the customer service representative did.

  The following email sent by *** ******** on 6/30/24 asking for additional confirmation and statement of an “all clear” for Odie’s policy was sent to a “do not reply” and unmonitored inbox that is used only for receiving documents, not communications. *** ******** then sent an email on 7/1/24 to our claims communications email address again stating he only wanted assurance that the documents had been received.

  On 7/9/24, Embrace sent an email to *** ******** letting him know that the documents had been received and were in line for review. An additional email was sent detailing the medical review process, what was needed, and also gave a timeframe for the review. *** ******** then sent 3 emails asking for someone to contact him regarding the policy. *** ******** spoke with two representatives on 7/9/24 and during one call asked to have his orthopedic report card review completed. The documents sent by *** ******** contained an invoice from ***** ****** ******** for date of service 6/14/24. Any time our system receives an invoice, a claim is automatically set up when those documents have been provided to us. If there is no indication in the documents received that a claim should not be set up, then one will be set up. *** ******** contacted Embrace and let us know he did not want a claim set up, so the claim was voided.

  On 8/1/24, ****** medical review was completed, which was within the 30-business day timeframe given to *** ******** on 7/9/24. *** ******** called Embrace on 8/1/24 asking to speak to the adjuster who performed the review, but they were unavailable. *** ******** emailed the adjuster stating he requested the review be performed before the 30 day cancellation window and that he disagreed with the exclusions. The adjuster responded to *** ******** regarding the pre-existing conditions on the policy and how to appeal if he disagreed with the exclusions. *** ******** called Embrace on 8/2/24 requesting a full refund of the policy and was escalated to a customer service lead. *** ******** again requested a full policy refund due to the medical review not being completed within the first 30 days. The customer service lead explained that *** ********’s previous emails stated he would cancel his policy if he did not have full coverage, and they reviewed the coverage was in effect and went over the terms and conditions about the medical review and cancelation refunds. *** ******** asked to escalate further regarding the refund, but also decided to cancel his policy. The policy was cancelled effective 8/2/24.

  A customer service manager with Embrace reached out to *** ******** via email on 8/6/24 and again explained we would not be able to give him a full policy refund as the medical review is not correlated to the refund amount provided upon cancellation. Additionally, she informed *** ******** our terms and conditions state refunds for policies that had been in effect for 30 days are computed on a pro-rata basis, and we legally must follow those terms and conditions.

  9. We will attempt to collect your Pet(s) medical history from all Veterinary Providers you inform us of at the start of your policy; however, we will not review the medical history until your Pet’s first Illness Claim is submitted, or you request a Medical History Review. This request may be made any time after the policy fourteen (14) day Illness Waiting Period is complete.
  3. Cancellation Refund Upon cancellation, you may be entitled to a premium refund. If you provide us notice of cancellation within thirty (30) days of the Policy Original Start Date and you have made no Claim, we will refund the premium you paid us and the policy will be canceled. If you have made a Claim within thirty (30) days of the effective date, the premiums paid for or allocable to the first month of Coverage become fully earned upon the submittal of the Claim, and you will only receive a refund for any premiums paid for periods beyond the first month. After the first thirty (30) days of the policy period, we will compute any refund due on a daily pro-rata basis based on the termination date of the policy.

  *** ******** replied referencing his email sent on 6/30/24. However, as previously mentioned this email did not state he wished to have a medical review performed, only that he wanted confirmation and statement that Odie has an all clear and his insurance policy was in full effect, and it was sent to an unmonitored inbox and not reviewed by our staff. Because the terms and conditions were agreed to upon signing up for the policy, which includes the exclusion of pre-existing conditions, Odie’s policy was in full effect on 6/16/24.

  In summary, per the terms and conditions we are unable to provide a full refund since it has been more than 30 days since the policy effective date and the medical review has no bearing on the cancellation refund.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,
  Ashley M*******, R.V.T
  Technical Claims Manager

  Customer response

  08/12/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  **** ********  
  
  
  
   

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had policy with them and I didn’t agree with them about it. So I canceled it. On July the 11th and they said I had a refund coming of 111.84. And they never sent it so I called and found out they hadn’t canceled it so I was told that it was canceled and I’d get my refund. I waited on July 24 I called again cause I still didn’t get it. They claimed they sent it. I waited again and on July 31st I called again and they sent me a email receipt and I truly think I got scammed. Please help

  

  Business response

  08/02/2024

  Hello ****, thank you for reaching out. We see the appropriate refund was issued back to the payment method on file on July 24th. It may take a few business days to show on your account, pending your financial institution. If you still do not see the refund, we would advise checking in with your bank and providing them with the receipt our representative sent via email to help locate the funds. 

  Customer response

  08/08/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ***** *****
  
  I have been waiting for my refund and I clearly do not have it. And I feel that they are scamming me and refuse to pay me. So I will not accept their excuses . 
  
  
   

  

  Business response

  08/09/2024

  Hello ****, we would be happy to give a more in depth explanation. You billing date is on the 19th of each month. We were not able to process your July 19th premium. The policy was cancelled on 7/19/24 but was backdated to 7/11/24. While you cancellation email shows a refund of $111.86, this amount was calculated prior to our system registering the 7/19/24 premium did not process. As this premium did not process, the correct pro-rated refund for the time from 7/11-7/18/24 was processed, which is $20.53. We have included the confirmation receipt here for your reference. 

  Customer response

  08/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22081888, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ***** *****
  
  
  
  
   

  Customer response

  08/22/2024

  RECEIVED VIA HONE BY BBB STAFF MEMBER:

  The consumer was provided the attach receipt which stated she would receive a full refund and the consumer is still requesting the full refund. 

  

  Business response

  08/22/2024

  Hello, 
  
  *** ************* policy renewed on April 19th, 2024. She paid her premium on 4/19/24, 5/19/24, and 6/19/24. 
  
  On 7/11/24 we covered a claim for *** ************* pet Jasmin, for a date of service of 6/3/24.
  
  On that same day, *** *********** called and was upset that her premium does not apply towards her deductible, said “cancel it”, and hung up.  Our phone rep misunderstood, and thought she meant to cancel the claim.  As a result, *** ************* policy was not cancelled on that day.
  
  *** *********** called back on 7/19/24, the day her premium should have automatically been paid, and more clearly requested a cancellation of the policy.  We had not yet received the insufficient funds notice from her payment on that day, so our system processed her cancellation refund as if she had paid her premium.  An email confirmation of cancellation was sent that included the incorrect refund amount of $111.86.
  
  When our billing team cancelled her subscription in our system, they saw that her refund was set for $111.86, but that her premium payment had failed.  The credit for $111.86 was voided.
  
  Since the last payment *** ***** ***** successfully paid was on 6/19/24, her refund for cancellation was based on that date, since no premium was collected on 7/19/24. 
  
  We backdated the cancellation to the date of her initial phone call to cancel, due to the misunderstanding of her request to cancel on that day.  Her 6/19/24 payment covered the period of time from 6/19/24 – 7/18/24.  She was credited for 7/11/24 – 7/18/24.  The refund amount for those 8 days was $20.53.
  
  On July 24th, 2024, $20.53 was successfully credited to *** ************* payment on file. 
  
  The previously attached statements from our billing system show this successful payment.
  
  If the issue is that *** *********** believes she is owed for the payment on 7/19/24, that might be the confusion.  Since her premium failed on that date due to insufficient funds, Embrace Pet Insurance did not receive any payment, and therefore cannot refund it.
  
  If *** *********** does not see the $20.53 credit to her account, it is best to contact her bank, as it shows successful in our payment system.  We have provided trace numbers for this payment for her to provide to her bank.
  
  Thank you,
  ***** *******
  Contact Center Manager

• Initial Complaint

  07/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I want to cancel the pet insurance policies on my pets I cannot afford it and made an irrational decision when I opened it up. I’m disabled and suffering with mental health and I’ve tried to call so many times they don’t have an email address to which I can write to them and their wait time in the phone they say is over an hour wait I think they are trying to take my money but wont answer phone calls please help .

  

  Business response

  07/30/2024

  Hello *******, we are sorry to hear you would like to cancel your account. We do pre-emptively have a long hold time message up as some of our team members have been affected by power outages with the recent hurricane. This is precautionary and our hold times have been averaging well below that. A team member has reached out to you via phone and email to follow up with your concerns and process your request. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On July 1, 2024, I submitted a claim and uploaded an invoice to Embrace Pet Insurance in the amount of $85.56 (attached). On July 9, 2024 I received an e-mail from Embrace Pet Insurance requesting a missing invoice or a complete invoice. I then submitted the invoice along with the prescription to [email protected]. I was sent another e-mail stating that the invoice was missing or incomplete. I have sent the attached complete, legible ***** invoice to Embrace multiple times (including July 15, 2024) only for Embrace Pet Insurance to claim that the invoice is missing or incomplete. I would like to have the invoice accepted and the refund of $85.56 applied.

  

  Business response

  07/18/2024

  Dear BBB,

  I would be happy to discuss the case with you.

  The claim for ****** was received on 7/5/24. When reviewed by our administration team the date of purchase/service was not included on the invoice, which is required for us to be able to use the invoice. This is why a new invoice was requested. We received the invoice again on 7/13/24, but again the invoice provided did not show the date of purchase/service. The third invoice was received and on the final page it did include a date of 6/20/24, so this invoice was able to be accepted. The claim was finalized and covered on 7/18/24 and payment can be expected in 3-7 business days.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,
  Ashley M******** R.V.T
  Technical Claims Manager

• Initial Complaint

  07/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Embrace filed a claim without my consent for my second dog. I’ve emailed numerous times-no response. I’ve called and have been on hold for total of half an hour. I work full time and don’t have time for this-I didn’t file a claim for my second dog because I know it is not covered. Then they deny the claim-so they create a claim and then deny it and don’t respond to anything. Unprofessional, unacceptable, and it’s costing me money because now I don’t get $50 towards his deductible since this year a claim was filed. If a claim wasn’t filed this year, $50 would have lowered his deductible in the case I actually did have a reason to file a claim. If embrace had responded three days ago, I wouldn’t be complaining. But since they don’t respond and continue to show incompetence, I’m hoping this will improve things at least for overall business. Military members are supposed to be priority but they’ve been a huge inconvenience so far.

  

  Business response

  07/17/2024

  Dear BBB,

  I would be happy to discuss the case with you. This pet’s policy started on 9/14/22 and the waiting periods ended on 9/16/22 (accidents), 9/28/22 (illnesses), and 9/28/22 (orthopedic conditions). The policyholder has policies for 2 pets, ******* and ****. The complaint presented is regarding Winston.

  *** ********** uploaded documents from her customer portal on 7/3/24 and 7/5/24. Of those documents received, *** ********** provided 3 separate invoices, 2 specifically for ******* and 1 for both ******* and ****. If a policyholder submits documents directly from their portal and does not use the start a claim feature, any invoices received are automatically set up as claims for any actively insured pets. The only time claims are not automatically set up for both pets would be if claim forms are received for only one of the insured pets. As *** ********** did not submit any claim forms with these documents and submitted documents for both insured pets, we would have no way of knowing which claims the policyholder wanted to set up and which ones they did not.

  Regarding the concern about the healthy pet deductible credit. This only applies to claims that received a reimbursement or payout and does not apply to wellness related claims, since that care is excluded from coverage. Since the claims were wellness and not eligible for coverage, there is no impact to the healthy pet deductible. I do see the communications *** ********** sent starting on 7/9/24 regarding the claims; however, due to an influx of emails, we are behind in our normal processing time of answering these emails. I have asked one of our communication specialists to reach out directly today.

  If you have any additional questions, please do not hesitate to ask!

  Warm Regards,
  ****** ********* *****
  Technical Claims Manager

  Customer response

  07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and this morning the company reached out to me stating their processes and they would remove the claims for Winston. They further stated it would not impact his deductible credits. Additionally, they resolved the claims for Maui and paid out the portion in accordance with the contract.

  I find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** **********
  
  

  
  

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