I'm writing this review to share my disappointing experience with Healthy Paws Pet Insurance, which ultimately led me to cancel my policy. When my dog developed otitis externa (ear infection), I submitted claims for his treatment, expecting coverage as a loyal policyholder. Instead, Healthy Paws denied the claims, citing "pre-existing conditions" based on a swimming incident that occurred approximately seven years ago. What made this denial particularly frustrating was that I obtained a detailed letter from our vet. He clearly stated his professional medical opinion that the current ear infection was "a new, unrelated medical issue, and not a recurrence or continuation of any problem stemming from years prior." Despite having a licensed veterinarian's expert assessment contradicting their denial, Healthy Paws refused to reconsider the claim. While I understand that insurance companies need to protect against fraudulent claims, completely disregarding a veterinarian's professional medical opinion feels unreasonable. The company seemed more focused on finding reasons to deny coverage than on working with medical professionals to understand the actual medical facts. The appeals process felt dismissive. Even when presented with clear medical evidence from a qualified professional, they simply restated their policy terms rather than engaging with the medical evidence provided. After this experience, I lost confidence in Healthy Paws' willingness to provide coverage when actually needed. I cancelled my policy and switched to a different provider that I hope will be more reasonable when evaluating legitimate claims. Pet insurance should provide peace of mind, but my experience with Healthy Paws created additional stress during an already difficult time when my pet was unwell. When a veterinarian provides a clear medical opinion that contradicts an insurance denial, the company should give that professional assessment serious consideration rather than automatically defaulting to denial. I cannot recommend Healthy Paws based on this experience. There are other pet insurance companies that may be more willing to work with customers and respect veterinary expertise when evaluating claims. EDIT: I got off the phone with a CLM one minute ago, today, 11JUN2025, and was told that they have no need for information from TrustPilot after I said I was on a trip and the link to respond via the "Find a reviewer" had expired. They looked up my name and matched it to the account, and he said there was nothing to do; so I left it at that. Like I said, these folks don't care.

This company will never pay out. Find anyone else. Took my dog to the vet because of a rash and got all his yearly stuff at the same time ended up with a bill over $800. They paid $36. Then they told me I needed to meet a deductible. What!?!? I just paid for everything in cash at the vet why for freaks sake would I need a deductible?!?! Meanwhile these people are taking money out of my wife's check automatically every month. Yeah not anymore. MetLife pet sucks. Find another company.

Its been 7 months, and my claim still hasn't been paid.

I was supposed to receive an additional direct deposit as my full reimbursement was not given to me. I spent time on hold, spoke to a woman who agreed I should have that deposit, but it never showed up.

False and deceptive transactional messaging. Will promise you a check in 5-7/10 business days but then will tell you to wait 30 days! They Have absolutely no issues taking out your money but every issue giving it back. I switched to spot from lemonade because it was cheaper now I see why. Worst mistake I have ever made!

Been with the company 10 years. Started out great but in the last 2 years I've gotten a 30% and then a 300% increase to over $1100/mo. ZERO loyalty with this company. Please do not support corporate greed with Embrace. Find somebody else ... anybody else.

Straightforward claim for a heart murmur has been held up nearly a month. They keep requesting prior insurance information even though we’ve provided it and it’s not a preexisting condition. The vet records clearly show it was not preexisting. Spoken with 4 reps, none of them have been able to help. They couldn’t even see documents we had uploaded on the app. Asked to speak to a supervisor, nothing. Seems to be a delay and deny tactic to avoid paying claims. Not feeling confident about future claims or retaining this policy.

Where do I begin? They do everything not to pay the claim. When the request more records and I sent them, I get an automated email saying the records were received and it’s in review to make you feel things are taken care of when in fact customer service said that’s just an automated response. They tell you to wait 30 days then call back so you do, and they say they still need more information. It goes round and round and round. They never did pay on my first Dogs’s bill and I got so sick of it I gave up only to send my second dog in For a claim and they’re still pulling the same thing they did on my first dog. customer service can only take your information and give it to the claims department, but you can’t speak to the claims department their gods or something. I do not recommend this insurance company to anyone. I have paid my claims on time and not one time if they paid out. It’s a constant battle to make them pay.

After 15 years of paying monthly premiums including very minor yearly increases this year they raised my premium over 400%. I went from paying $81/month to the new increase of $322.50/month!! The person I spoke with thought this was entirely reasonable and offered to cancel the policy since I was so unhappy with the change. So yes the service was good for those years but this is how they treat you and your precious pet when they would probably need it the most. Don't fall for this trap

I was surprised and dismayed to find out Fetch won't cover orthopedic conditions until 180 days after the inception date. I thought the waiting period was 15 days and didn't know there were different waiting periods for different conditions. I found out today that another well-known pet insurance company only has a 30 day waiting period for orthopedic conditions. I am writing this review so other pet parents know what to look at when considering pet insurance.