Customer ReviewsforEmbrace Pet Insurance

Waist of money - cat got sick and went to vet who found something stuck in their throat and pulled it out. I never saw a dime back. If you want a lot of annoyance in your life go ahead and sign up for this pet insurance. you will never see a refund for anything. What you will see is very long emails explaining why you will never see a dime.

Hello ****, we are sorry to hear you were disappointed with your policy. We see your claim was eligible for coverage, however the policy deductible would need to be met before reimbursement begins. Should you have any further questions, give us a call at ************ and we are happy to help.

Not been a great experience with claims. I would be aware of how they define preexisting because it's their definition not how you define preexisting. This is something I learned the hard way with a 600 dollar Vet bill. They can define the definition how they see it. I am definitely going to find a new company. I had a 700 dollar Vet bill and they denied because embrace siad it was preexisting. My dog is 2 years old and never had anything preexisting that I was aware of and I even asked my Vet anything that I need to aware of before I submit my claim. She said my dog was perfectly healhty and no medical issues. You can appeal it but it doesn't mean you will get it covered. As a disabled Veteran I am not happy with their service. Customer service is not very helpful either. They told me I was covered for coverage for my dog when I called them and come to find out they told me misinformation when I submitted my claim. I am waiting on the appeal process but I honestly doubt it will be covered. Now I have to wait and see. I just bought Embrace in May and thought for sure I was covered since my dog doesn't have anything preexisting. STAY FAR AWAY FROM THIS COMPANY! THEY LIKE TO USE LANGUAGE TO NOT COVER A CLAIM. SUCH AS THIS LANGUAGE. This created a temporary exclusion making dermatologic conditions, and any related conditions and/or clinical signs, pre-existing and ineligible for coverage for 12 full months.

We are sorry to hear you were disappointed with your policy, Thomas. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions. c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing. PART I – DEFINITIONS 6. 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 We do however distinguish between temporary and permanent pre-existing conditions. If a pre-existing conditions is deemed temporary, if your pet goes 12 consecutive months without any recurrent signs or symptoms it could be eligible for expiration so we can provide coverage in the future. We want you to have confidence in your policy, so we do offer a medical history review at the end of the 14 day illness waiting period which will let you know if there are any pre-existing exclusions, if they are permanent or temporary, or give you the all clear on coverage. If you do not opt to have this review done, then medical records are reviewed at the time of your first claim. We see you have spoken with one of our team members regarding your concerns and the next steps. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

If I could give less than one star, I would. They will take your money every month and give your pet nothing in return. Even if your pet was misdiagnosed, as mine was, even with documentation from the vet, they will hang onto the original misdiagnosis so that they don't have to pay. And even with documentation from the vet, they will then want an additional LETTER from the vet to further prove the misdiagnosis. Even if, before you sign up and you talk to them on the phone, to find out what is and isn't covered, they will tell you any condition your pet has is covered. And when you put in for it - guess what? It's suddenly not covered. Stay far away from them. They also go by the name Paw Protect as well as Embrace.

We are sorry to hear you were disappointed with your policy, Lisa. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions. c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing. We do want you to have confidence in your policy, so we do offer a medical history review at the end of the 14 day illness waiting period which will let you know if there are any pre-existing exclusions or give you the all clear on coverage. If you do not opt to have this review done, then medical records are reviewed at the time of your first claim. We see you have spoken with one of our team members regarding your concerns and the next steps. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

THE WORST INSURANCE PLEASE STEER CLEAR. This place steals your Money then lies to you. I got the illness insurance and then also the rewards. Was told over the phone that the rewards would work right away and I would have no problem with my reimbursement. My vet sent all the medical records requested but each time I still get an email that they need a more details. Like I am so astonished anyone leaves a good review for this place. Do not do it. Just go through banfield they never gave me Any issue and when I had a problem someone reached out right away. I keep reaching and have gotten 0 response back…just more emails sent to my vet asking for a detailed overview even though my vet has sent this twice AND THE ILLNESS INSURANCE DOESNT COVER WHAT I WENT TO THE VET FOR. Makes 0 sense as to why this is being request when I have the secondary insurance for this reason. THIS PLACE IS A SCAM DO NOT I REPEAT DO NOT WASTE YOUR TIME OR MONEY.

We are sorry to hear of your frustration with the claims process, ****. In order to process an accident or illness claim we do need your pet's complete medical history on file as our terms and conditions state: Part II – Conditions 8. By purchasing a policy, you give us permission to gather all medical history for your Pet(s) from all your Veterinary Providers as we deem necessary. The medical information must contain detailed Veterinarian examination findings and must be made available to us for review to satisfy the examination requirement in PART II. item 1. PART II – CONDITIONS 1. Your Pet must have been examined by a Veterinarian in the twelve (12) months prior to the Pet Original Start Date as shown on the Schedule Page(s) or within fourteen (14) days after the Pet Original Start Date. Failure to do so will result in your policy defaulting to an Accident only policy. Meaning you will have no Illness Coverage and your Illness premium will be refunded. You may add Illness Coverage back onto your policy once a qualifying Veterinarian has examined your Pet and detailed records for the exam are available to us. This will result in your Illness Waiting Period end date changing to the date of the first exam. No Illness Coverage is available until a qualifying Veterinarian has examined your Pet, and Preexisting Conditions, if any, may be determined upon the date of the qualifying Veterinarian's examination. We see you are in communication with a team member who is assisting you further. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Never covered any of our claims throughout the entire time. Once I finally called to see what was going on (email responses took days at least) I was put on hold for over half an hour before anyone talked to me. During that time the hold music seemed designed to make you hang up. Would not recommend and would not to trust to take care of your pet when you need it.

Hello, we are sorry to hear you were disappointed with your policy, Joe. Our terms and conditions do clarify preventative care is excluded under the accident and illness insurance: 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 dewclaw removal; We understand preventative care is important too, which is why we also have our optional Wellness Rewards program which reimburses for routine and preventative care so that each pet parent can customize their policy to better fit their needs. If you'd like to discuss this further you can give us a call at ************ and we are happy to help!

Your terms for the normal insurance yes, from there I paid an extra almost $20/month for prescriptions and exam fees. Neither of those help though because they're only when the dog is actually sick. Wellness rewards are a scam too where you pay $20/month for $250 of annual rewards. If I wanted a payment plan I would've gotten that and not insurance.

This company consistently refuses to take calls, denies claims, and relies on carefully crafted language and automated responses. Their behavior is unkind and threatening, raising questions about their legitimacy. I received no response when I requested a straightforward explanation regarding the denial of my claim. Consequently, I attempted to reach leadership team members via private messages on ********. Still, my efforts to contact them through social media resulted in prompts to use their contact systems (mentioned above that they do not respond to). I would recommend staying away and potentially an investigation into their practices.

We are sorry to hear you were disappointed with your policy, Nancy. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions. c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing. PART I – DEFINITIONS 8. Bilateral Condition is a condition or disease that affects both sides of the body. PART IV – EXCLUSIONS a. If your Pet has had Clinical Signs, prior to being insured, of a Bilateral Condition on one side of the body, she/he runs a higher risk of the same condition on the other side of the body and future occurrences of the same condition will not be covered. For example, but not limited to, if a dog has been diagnosed with a cruciate tear in his left leg before the end of the Waiting Period, a subsequent cruciate tear in his right leg shall be considered a Pre-existing Condition. We see you have since spoken with one of our team members regarding your concerns. We hope this information provides some clarification and appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

DON'T DO IT! DO NOT ALLOW THESE PEOPLE TO TAKE ONE CENT OF YOUR MONEY. Yes, I am screaming. They ask for documents piece by piece, and not all at once. I believe this is a tactic to get another monthly payment out of you. It is not going to work on me. I have emailed them to get information/clarification and I have sent messages over the app. I just hung up after waiting 25 min and listening to one song of classical music. I am sure this is another way to keep from communicating with the customers. Very poor customer service but am sure they will respond by saying "thank you for reaching out...so we can continue to screw you over." I have paid almost $100 a month to them for one year for absolutely nothing. I am canceling today.

We are sorry to hear of your frustration with the claims process, Marta. In order to process an accident or illness claim we do need your pet's complete medical history on file as our terms and conditions state: Part II – Conditions 8. By purchasing a policy, you give us permission to gather all medical history for your Pet(s) from all your Veterinary Providers as we deem necessary. The medical information must contain detailed Veterinarian examination findings and must be made available to us for review to satisfy the examination requirement in PART II. item 1. 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. The good news is once the review has been completed, future claims tend to process much quicker and our standard processing time is 10-15 business days. We see your claim is now complete. We are sorry to hear you cancelled. We appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.

Adopted a cat. Went to a vet for matted fur. Started policy in April anfter the matted fur. Every claim submitted was determined as a preexisting condition and would not be covered until 12-18 months without symptoms. Was told that even though my policy started after the matted fur they would consider that a preexisting condition as well. Called to cancel policy. (Why pay if everything is literally going to labeled preexisting.) I was told that I might be charged for the wellness rewards that have already been used. If an insurance company wants you to pay for the policy for an amount of time before they will start coverage then they need to be honest and state that upfront. Individual health insurance for people states upfront that you must pay into the policy for an amount of time before you are allowed to use it. Why can’t Embrace be honest and say the same thing?

Hello, ********* Thank you for reaching out with your concerns. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any related conditions. c. Undiagnosed conditions with the same Clinical Signs as those in a. or b. above are also considered pre-existing. It’s very important as the administrator of the insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to processing claims and determining pre-existing conditions. We do however distinguish between temporary and permanent pre-existing conditions. If a pre-existing conditions is deemed temporary, if your pet goes 12 consecutive months without any recurrent signs or symptoms it could be eligible for expiration so we can provide coverage in the future. In addition to our accident and illness insurance, we also have our optional Wellness Rewards program, which is not insurance. Wellness is a reimbursement plan meant to be paid off throughout the term in 12 monthly payments. This is explained in the Wellness Certificate of coverage that is provided and agreed to upon adding this to the policy. If the allowance is fully used and the plan is canceled early the policy holder could be responsible for the outstanding balance. We hope this information provides some clarification surrounding your concerns and we appreciate you sharing this feedback as we are always looking to improve while still abiding by our Terms and Conditions.