First claim was easy, her first set of shots. This one which was for a $550.00 emergency service has yet to be resolved since 6/14. Horrible customer service by a gentleman I spoke with when I called. Listening should be a key component of service not arguing. This procedure was performed by an emergency clinic but they are still asking for records from the primary. All paperwork has been submitted numerous times diagnosis with detailed info, what procedure was performed and invoice, but still no resolution. A waste of time and energy for $45.00. I never write bad reviews but will end up cancelling my policy. Really disappointed. This claim has lasted longer than a month.

They never sent my the explanation for a double charge via email as requested. Double charge was never returned, let alone explained. A month after double charge insurance went from 100 per month to 150. This is after being a loyal customer for years, which I still am. I’ve had good experiences as well with this team but it’s hard to overlook unexplained charges and such spikes in cost.

The Embrace program, benefits and costs were remarkable! Trying to get the vet notes, medical records, and claims over to the review people were terrible! No one would make it easy to get the records to them, therefore they don't have to pay any claims! The vet emailed, faxed, and called but Embrace said they have no records that any of that occurred. I emailed twice and called 3 times and they said they didn't have records of those either. Finally talked with the salesperson that had us email her directly and she took care of the problem. The email addresses and fax numbers were correct and she couldn't figure out why the computer wouldn't accept the previous attempts. I quit Embrace after that! I do not recommend this company! It took one month and a lot of hassel to resolve this issue.

Disappointed Registered for the free 30 day trial and when Cooper (10 weeks old) hurt his paw I was denied coverage for the vet bill and X-ray because he didn’t have a vet inspection first, even though I got him from a breeder and he had been seen by a vet for his first shots. I WILL DEFINITELY be looking at other plans.

Starting the process was easy however I kept receiving an error message in the diagnosis section. I was trying to write what was on the paperwork I receive from the vet.

I was happy with Pets Best back when I started my policy. No changes have EVER been made on our part. Each year the rate goes up. We started in May 2022 $65.12 , May 2023 $70.69, May 2024 $85.76 Now this May 2025 it jumped to $109.50. We have a 3 year old mini Aussie doodle. Then this last reimbursement has taken 15 days to determine and at day 19 still has not been automatically deposited. Please keep in mind they are Located in Florida and not available to speak with accounting on a weekend. This means reimbursemnet will be over 3 weeks.

Don't get stuck with this insurance like I did. If you're going to get insurance for your pet, make sure that your annual max is unlimited, all the veterinarian services only get more expensive every year and there is no way you can change your annual limits or change your insurance company without changing the plan, and that means that anything your pet is seen before will be considered preexisting, even if you think it won't, insurance will find a way to not cover the claim. Pets Best always takes a long time to resolve a claim and they often don't want to cover it because it's pre-existing or something else. Also, they increase the premiums often and there is no way you can also increase your annual limit, you end up paying more for insurance every year and they'll cover less of the expenses.

Save yourself the trouble and don't sign up for this. This was pushed on us at the SPCA. They convinced us it would be a good idea for a new pet. Our premium is around $24 but we were charged $39 and I'm not sure why. The website offers no information on the details of the payment. It also offers no information about how to cancel your coverage. The "AI" help might as well be help files because you can't ask a question, you just follow canned prompts which do not cover everything. They state that our yearly expense is around $214. Not sure what kind of math they are doing, but $24 x 12 is $288. Add the fact that the deductible is $400 and it only pays 80% after that, and the chances that this will save us money are slim at best. I don't know that all pet insurance is a waste of money but this one certainly is

Reimbursement took a while to get to me. Everytime i would submit a document, i would wait several days, without knowing if they were fine or not. When i finally received word back, some of the documents were not submitted correctly or they needed additional information which would delay the processes. When I submitted everything correctly, they would take an additional 10 days for their regular processes.

Web site navigation to items covered and items excluded is difficult. Exclusion lists have sub pages that do not complete rendering and leave bottom half of page not accessible. Coverage start date and underwriting review and late notifications in the process after purchase. Misleading.