They're great if your pet isn't critical. But when your pet is in the hospital and you don't know if his claim will be considered an accident or an Illness (he hadn't passed his illness waiting period yet), you start having to ask hard questions about what you can afford. You drop $2,000 on the first battery of tests, hoping to get a clear answer on if this is something chronic or an accident. You're honestly hoping for a bowel obstruction, because while that may be one of the worst case scenarios, that's a clear accident You know will be covered. You answer a call at 3:30 AM, asking you to pay another $4,000 for more tests. They didn't find a bowl obstruction but his fever is still dangerously high. You have to consider, while half awake and worried for your poor sweet boy, if you can afford that if insurance denies the claim, or if you'll have to euthanize your beloved pet because you can't afford it and just don't know if it'll be covered. If you're in this situation, you'll get no timely help from this company. First of all, there's no after hours emergency line for critical claims questions like mine. I bit the bullet and paid $3,000 before I ever got to speak to Embrace. When their phones were back online, I called to try to expedite the claim process. I still didn't have answers and didn't know how much more in diagnostics would be required. The people I've had on the phone have been amazing but I've never been able to speak directly to a claims rep. The people I spoke to understood the urgency and told me they'd try to at least get an answer on if the claim would be considered a pre-existing illness or an accident. They couldn't promise me an answer that day though. Now, 4 days later I still have no answer. And every time I speak to someone they all seem to have no IDEA what my previous conversations entailed or what I was asking for. No wonder the claims department doesn't find it urgent... Thank God my dog is stable, but if he wasn't, and if I was asked to pay another $1,000 on top of what I've already paid... I'd probably have to euthenize him. And how heartbreaking would it be to find out later, after he's dead and gone, that his claim IS covered? The bottom line is I know I can spend around $2000 on critical care for my pets. I stretched it to $3000 this time given the uncertainty of the claim. If Embrace is going to cover their care, then I know I can spend $21,000 (including $1000 deductible) and get reimbursed $18,000 (I'm on the 90% plan). But if they don't cover it, anything over my $2,000 limit is financially crippling for me and my family. Why don't they have a "CRITICAL" rushed claims process?? Why don't they have an after hours emergency team?? People get pet insurance to plan for the things that can't be planned for like this. I just don't understand how my claim is STILL pending. As far as the things you can plan for, I'd rate them 5 stars if that were the only consideration. I knew in advance the surgeries for my

I still never got answers on whether my issue was resolved!

If I could give them a ZERO, I would. My pup, like many pups have swallowed items. At just 8 months old to the day, she had a bowl obstruction. I had taken her to the vet a few weeks earlier and they found NOTHING, but also the vet is to be blamed as they should have suggested an ultrasound. I submitted my receipts for reimbursement, and SPOT told me that it was a "preexisting" condition. IT WAS NOT, it was perforated intestines and an obstruction. I ended up having to put our 8-month old puppy down, because the emergency vet said that there was NO guarantee of saving her. Thanks SPOT for nothing!!!

Coverage was affordable for a fairly decent plan, but once the one year policy auto renewed it literally DOUBLED in price. This is obviously a power move for them, because if you switch insurances any previous ailments are not longer covered by new insurance due to be pre-existing. I would look into another company for Pet Insurance and get data about their average annual rate increases.

The website is a nightmare. If you upload claims, they get lost. Customer service is abysmal. I am constantly having to call to straighten out my claims. I have two dogs, they always go to vet together, and so I have to send all pages of claim forms for each dog, that’s Ok, but they constantly screw it up. I finally spoke with a claims manager about the mess. It says it will take 5 days to review claims, it’s more like 20-25. Problem is once you are with a company you can’t change because of pre existing conditions.

Purchased their most expensive coverage after the vet told me I could use this company to get reimbursement for the money spent on my dog’s care. He is a rescue and didn’t have any allergy issues when we first got him. When they developed we got him insurance and then took him to the vet. Filed a claim and was denied because they determined it was a preexisting condition. Which it was not. So I wasted $60 on coverage for NOTHING. terrible customer service. absolutely zero coverage. Literally just a scam.

I had a very disappointing experience with this insurance company and felt misled by their unclear policies. I strongly advise looking elsewhere for insurance needs.

Absolutely terrible!!! Signed to for wellness and major events regarding my dog's health, nothing is reimbursed! Very seriously considering cancellation!

They automatically took my money but I don't see a response about if and when my plan will start.

I got this insurance because I needed help diagnosing my dog's eating problem. I went to 2 different vets for a diagnosis. When I submitted a claim for the second one, they wouldn't pay it because I had gone to the first vet for the same issue. Therefore, they called it a pre-existing condition. I thought such conditions were ones established before I got the insurance; also ones which had been diagnosed. I felt this was a sneaky way to avoid payment. Basically, for conditions which are not preventitive, they only reimburse you for one time your pet is treated for a specific reason, after you have paid the high deductible. This pretty much defeats the purpose of getting insurance, if you ask me. I will say the insurance was useful only for preventive treatment, which has no deductible. I'm not sure if that is also only a one-time reimbursement for things that are on-going, such as regular shots.