Embrace Pet Insurance - Cleveland, Ohio

Desiree

I work at a veterinary practice and have been recommending this insurance to clients for years. You don’t know how good or bad a company is until you need to contact customer service. There is no online support so you must call, and of course any time you call wait times are “higher than usual”. The current message says wait times can be up to one hour.

I filed a claim over two months ago and my claim is on hold because they are not able to get records from a specialist my dog has not seen in three years. They have all the records from this specialist. There are no more records to obtain. Despite this, I contacted the specialist and was told that Embrace has not reached out to them. I spoke to a representative today that, unlike the last, seemed interested in helping me. Someone is supposed to reach out to me tomorrow, but I won’t be holding my breath. If this gets resolved I will update my review. Otherwise, my advice to our clients going forward will be to avoid this insurance at all costs and I will be canceling expeditiously.

10/09/2024 I was able to procure the very old records from the specialist and submit them directly to Embrace myself. 3 weeks later, I am happy to report that my claim was reviewed and approved.

Richy Orozco

UPDATE: They did pay their 90% and it took around 20-30 days to get that reimbursement. Also, just FYI, I noticed my policy price also went up this year at renewal so just keep that in mind. From $87.50/mo the first year, it is now at $132.05/mo.

I have embrace right now and their process is pretty slow. I submitted my dogs documentation for emergency services he received on May 21.

It’s now been 16 days and they delayed it by asking for my dog’s medical records (S.O.A.P) which they already had since I did this as the first thing when I first signed up to embrace to waive the waiting period just to be safe. My dog’s veterinarian had already provided me with Saint’s medical records and I had already submitted it to Embrace.

Now they’re saying it’s going to be 30+ business days to review this. That is 1.5 months to wait just for them to review it. So if you don’t mind waiting 2 months+ you’ll be fine but I feel like most people can’t wait this long.

I initially signed up with Embrace because they said they partnered with Paytient in order for embrace customers to not have to pay out of pocket, I thought this was pretty cool and was what convinced me to choose them but they conveniently removed this so now everything has to be paid out of pocket.

I’ll update this review once I hear back from them and see how long it takes.

Brooke Picone

I highly recommend using Embrace pet insurance. My senior dog had it for approx. four years and the initial enrollment was quick and easy. I only completed one claim (a 36hr ER stay) that was accepted and resolved within 48 hrs. The claim reimbursement was fast, and the explanation of benefits was in accordance with my policy. I found their rates and annual premium increases reasonable and appreciated their USAA discount rate. Additionally, after my sweet furbaby Maybe passed and I cancelled the policy, I found everyone I interacted with to be compassionate, responsive, and very helpful (and kind for letting me cry on the phone). Great value and service.

Nina Admiral

We have been with Embrace Pet Insurance for six years. We couldn't be happier with their service. When one of our beloved dogs died two years ago from bloat after an expensive but unsuccessful surgery, they covered the cost after the co-pay. We were moved by the compassion and care that we received from their representative on the phone after our devastating loss. No matter what our dogs have faced from injuries to infections, they have promptly covered our bills and have always been accessible for any questions asked.

M. H.

Have been a customer for just over three years. The coverages for my 3 golden doodles is decent, however the customer service is going down hill rather quickly. The premiums will increase significantly after probably your first year. Thank goodness there’s other companies that are comparable (Met life pet insurance). Just be careful and do your research. I don’t care what others say… do your research! I have no problem paying my money for any services but when the smart mouth customer service representative act as if your money don’t matter that’s great, because I’ll happily move on to a company that can appreciate the business. Good luck!

Jennifer Bolton

You basically need to purchase your pet policy 6 MONTHS before your dog is born for hereditary orthopedic coverage. My puppy was apparently born with Patella Luxation. She went to a vet 4 days after I got her and was not diagnosed. She had NEVER been seen before. I purchased a policy after that visit and now her condition is being DENIED because it was discovered within a 6 MONTH waiting period. How can a company claim to cover these conditions if the condition cannot present itself within 6 months! Clearly the only way my puppy who was born with a condition would never have been given the opportunity to be covered. I can clearly show no knowledge of a condition prior to my purchase and yet they are saying the waiting period is in effect to prevent fraud and claims will be denied. This company is the one presenting with hidden conditions for claims of their coverage. Go to SPOT to hey have a 14 day waiting period for orthopedic conditions. My dog was only 9 months old at diagnosis and 2 months old when I got her and should her condition need treatment the premium I pay will not help her expenses.

David Robledo

What a scam insurance! DO NOT BUY. I'M AM ABOUT TO CANCEL BUT STILL WAITING FOR MY CLAIM AND IT'S BEEN 38 DAYS! They say there's a 14 day waiting period for accident/illness. 6 months on joints. It's been well over a year and no claims requested or injuries to my dog. Recently on 8/20 I submitted a claim for a small mass that grew on my dog's ear. I submitted the proper medical history from his vet. Then they requested information from a vet I didn't use for about a year. Then 3 weeks later they supposedly found an vet I took my dog to and wanted there information. The reason why I didn't give them why information from the third vet was because I only went to them for assistance with ear posting after his ears where cropped as a pup (breed standard). Now they said it will take an additional 30 days from the last vet information. Are you ***serious! All that b.s. with the waiting period when he hasn't had any issues for a year. Now I just received an email stating they found I had previous dog insurance and they will act upon secondary insurance if I don't show proof it was cancelled. Why would I keep two insurances? Of course it was cancelled. I feel like I'm getting the run around and they are delaying the process further and further so they don't pay up. They are quick to take my payment monthly but not quick to pay for the claim. They keep saying it'll be much faster the next claim. We'll see about that. Plus another rate increase. Insurance is a SCAM!

Mckenzie Curtis

Was wary at first but this insurance company is amazing! We’ve had them for three years for our three pets and never had to use them until recently. My cat racked up a $1500 vet bill over a two day vet stay . We paid out of pocket and a few days later filed the claim. After only two days the claim was approved and the money got deposited back to us almost instantly!! We only had to pay $300 out of pocket total!!! This was our deductible and the 10% we had to cover was covered by a “healthy pet” credit . The credit was a good surprise as we didn’t know we get a credit for every year we don’t file a claim!

I was worried after having never used them all these years and the reviews online being mixed but it came out better than expected 🙂

My only gripe would be our bill has gone up almost every year and that’s without filing claims…. We started out at $75 and now three years later at $105… I get inflation and pets age is a thing but if it keeps at this pace by the time my pets really need the insurance we will be paying $$$$$$$ way too much . Time will tell I guess.