We were denied coverage for our cat under the guise of his urinary blockage being part of a "pre-existing medical condition." We were under the stress of a life-threatening situation that required a multiple day hospital stay and despite that, Trupanion took less than 24 hours to provide the equivalent of a shrug and a "Not our problem."

UPDATE: Replying to Embrace Pet Insurance . I don't think that's true that 92% get approved. There are tons of reddits of customers complaining that your company will find anything as a preexisting. I stand by my experience this company was horrible to deal with and every little thing will be "oh that was a preexisting" I even had the medical director email the underwriter to say No this wasn't preexisting and a "cough" doesn't mean a dog has preexisting heart disease, give me a break, don't you think I would have seen a cardiologist sooner if that was the case? They make up their own stories and tell you that it was "preexisting" when I told them my dog just got newly diagnosed and it's upsetting, nope they don't believe you. I do not trust this company. I cancelled my insurance and will pay out of pocket. Scams. Google on reddit this company too, you will see it's not just me. Horrible, they chose every reason as a "pre existing" Like if my dog had a cough that means he has heart disease. It was so ridiculous and causing me so much stress on top of me having stress of my dogs new diagnosis that i cancelled and am just going to save up money. They are scammers. Absolutely ridiculous really.

Claims site is terrible, both on app and via web. Uploaded every possible clinical document, but they didn't seem like they even looked at them and delayed claim process while "awaiting clinical information". I still haven't had an outcome but Embrace sent me an email asking me to review them, so this is where we are at. Maybe when the claim is finally adjudicated, I may have further feedback.

Have not heard anything back regarding my application

I used to joke all of the time that “Nationwide is on our side”. Well, things have changed. Significantly. My cat is 13 years old and we have never once used the insurance because I have the major medical. It does not cover wellness or anything like that and he has been healthy. The rates keep increasing by significant amounts that I can no longer afford it. I think I would be too depressed to do the math regarding how much money I have given nationwide in 13 years and not actually used any of the insurance. The payment went from $73 per month to $124 per month. And that is with a $250 deductible. Not including wellness or prevention. I am going to have to drop my cat’s policy which puts him at great risk for the future because I won’t be able to afford treatment for him. Does anyone understand how scary that is? 13 years. And this is what we get??? Definitely do not get this insurance. There has to be something better.

My policy lapsed because my policy was not on autopay. In fact, you cannot put an annual plan on auto-pay like all your other bills. So make sure to manually pay every year so that you don’t end up getting stuck with a bill that you thought would be covered. So lame.

I’ve been paying every month for a year, my dog has an accident, and I submitted everything to them, they denied the claim saying it wasn’t an accident when the veterinarians notes clearly said it was an accident for acute lameness. Long story short, after I placed a call to them, they are only paying out $41 and my bill was over 200. They said I would’ve got more if my dog was in the rewards program which nobody ever told me about and it would be more money that I would have to pay monthly. I canceled.

I regret switching from my previous pet insurer to Metlife. I have had nothing but problems from the moment I signed up. It took multiple attempts to get my policies set up correctly (I have 5 pets insured). Then every single claim but 1 has had issues. They have asked for the same paperwork over and over again (medical records or explanation of benefits from previous insurer). How many times do I have to re-send? I have had to call on every single claim but 1. Their submission process SEEMS easy, but if you have multiple pets and policies, no matter what I do, everything gets messed up, And there is not text box to provide more info to help them understand the situation and what is being submitted. I have even tried writing the details up and uploading it with the invoice and SOAPs. They still doesn't help. As a customer, I am at the mercy of whatever claims agent is handling my claims. It should not be this hard.

Overpriced

no one ever got back to us. Even though I am a corporate customer