I called because I am nervous about pet insurance. The guy said "im not going to answer all these questions for you because you will know once you file a claim". I said I am really nervous about buying and want to know what will be covered etc. before paying. He just kept asking for my method of payment and said "Listen you wont know what is actually covered until you submit a claim and its up to who is reviewing whether they deem it covered or not so lets just get you signed up so we can begin coverage today. What method of payment are we using". Like excuse me??? so you want me to just sign up and its basically just a guess at the end when I submit a claim whether its going to be covered or not. Yes, I can read what is put online but I called for a reason. I wanted to speak to a representative of the company so I could feel more secure and get more clarity. I did not call just so you can get my credit card info, I would have simply done that online. I was so set to buy embrace pet insurance too! I just wanted to feel like I understood the coverage completely so when I do file a claim in the future I am not blindsided. All the person did was read exact what was on the online portion then say "I wont know until I file a claim in the future if its actually going to be covered or not". How can anyone feel safe giving their money to an insurance company who speaks to them like that???? Oh I then asked him to transfer me to another person and instead of transferring me he just put me on hold forever. I hope he gets fired or has to deal with someone who treats him the same way when he is asked for clarity from another company.

I was told by my employer when signing up with Metlife pet insurance that there were no pre-existing condition exclusions. But you have denied several claims based on this. SO DISAPPOINTING :-(

Sometimes, reimbursements come quickly. Sometimes they come slowly. They rarely come with information until the final decision unless something is missing. A little more personal contact would be nice. And translating doctor speak into English. Why was something determined to be a pre-existing condition? How would I know or verify or know to appeal? Three stars because the process often works but information flows slowly and is sometimes difficult to interpret.

If I could give it a zero I would. Every time I turned in a claim they denied me. Said it was preexisting. But my pet’s condition was curable & was not prexziting

Too many emails and still waiting for my hard copy of policy

If you have a problem with billing and need a supervisor to assist you, forget it! They are all trained to say “I understand you” and “I am sorry “ which frustrates you even more.

I have uploaded claims and they have disappeared even after a confirmation email. The review time takes about a month not 5-10 working days. The website is very slow.

This has been a terrible insurance company to deal with. They keep coming up with different excuses not to pay my pets bills. My poor baby chihuahua had to be put to sleep 3 weeks ago. He has had cancer for the last year. This company has been putting me through the ringer. They keep changing the codes to another type of cancer with a whole new $300 deductible. I have had to call over and over again to tell them the medical expenses are all for the same illness including the euthanasia! Who puts a person through that while they are also grieving for the loss of their pet? Plus, they love to hide new costs in their contracts and not notify you when they change things like adding a $3.00 charge for every check they send out. When I asked they said this has been in place for a while. No notice or anything. They get to put everything on line without one shred of paperwork not giving you a choice to go paperless. They also just started not covering sales tax. There is no consistency. Sometimes they'll cover the tax. You never know what you're going to come up against. Plus, I have one bill from almost 3 months ago that the shorted me $140 for with no explanation of benefits online at all. They are blaming it on IT and said you're out of luck until they fix it. Seriously? You can tell the poor reps are exhausted from complaint calls. I have been paying over $5,000 a year for 2 dogs just to Fetch. I have had this insurance since 2012 under various names and this year has been the worst. They nickel and dime you and hope you won't notice. Now my only dog just went up to almost $3,000 a year with a 10,000 limit. They don't pay for prescription dog food either. They want you to drop them without recourse to go anywhere else. Shame on them.

I’ll be honest ,in the year I’ve been with this company is the absolute worst .DO NOT GO WITH THIS COMPANY.My pup had diarrhea when I first got her she was treated ,it’s almost a year later and I had given my dogs beef and liver treats unknowingly that these treats can cause severe issues to dogs including diarrhea with blood ,I sent my claim in after vet ,they denied my claim saying it was the same as when I first got her ..ARE YOU KIDDING ME ,THIS HAS NOTHING ,NOTHING TO DO WITH HER SICKNESS WHEN I FIRST GOT HER.I called immediately venting with the denial,They said oh we will send in the reassessment.STILL WAITING ITS BEEN ALMOST 2 weeks .So I just called again ,oh they said this could take 30 days WHAT WHAT but it takes u ffff no timeto deny it .IF IM DENIED AGAIN I WILL BE FIGHTING BACK TO HAVE ALL MY FUNDS OVER 860 given back to me,If they honestly think I’ll be going through this again ,sadly mistaken.PLUS THEY SEND ME A NOTICE OF INCREASE IN MONTHLY PAYMENTS ,This is the worst company ever ,stay tuned for the next chapter as this is not over

I was pleased with AKC insurance when I first signed up (and, even recommended it to my fellow dog exhibitors), but competence has taken a steep nosedive over the past few months, with claims adjusters denying claims made less than 30 days after a covered event as having exceeded the 180 day limit. I strongly suspect they have either instituted the use of AI to deny claims based upon the inability of their AI software to accurately process claims, or they’ve hired employees who don’t understand how to read a calendar.