Bunch of crooks. Called to cancel right away after accidentally adding their insurance plan when adopting my cat. Was told I'd receive a refund. Two months later and still nothing.

As easy as embrace is, it’s also extremely tough. I need to resubmit an invoice for a claim and have no way to do so except print the invoice (not convenient) and then take a photo of said invoice. Instead of uploading that file that’s already available to me b/c I only have the option to upload photos. I tried a screen grab and apparently that wasn’t clear enough. And that’s only on my phone. Because my laptop I don’t have access to my account at all. The website works fine until I login and then the screen goes blank. So what’s meant to be super easy is actually unnecessarily hard. Then I don’t have access to any customer service. I can’t talk to anyone but a bot that sends me the same resolution on repeat regardless of me saying it doesn’t work.

Reimbursement amount is seriously bad, considering the amount of premiums we pay it’s rubbish!

I called in and the person who answered didn’t seem to know much. Hadn’t watch any of the videos by your CEO and didn’t know they even were there. He said I don’t look at our web site. I order anyways so time will tell if your CEO is telling the truth and you an actually deliver on her promises.

I initially had Nationwide years ago with reasonable coverage and premiums. Over the years customer service declined, and coverage pricing was a joke. I left the company for better servicing and pricing as I was offered services through work. Since then I switched employers and decided to check out nationwide again…They happily charge two months in advance yet your service doesn’t begin immediately. In addition, they wanted to charge over 3 grand a year for my coverage which I had with them for years. So disappointed in how they are managing this company now. I used to rave about them to other pet parents and even recommended them, can’t say that’s true anymore.

While issues with my claim have been resolved it took an inordinate number of back and fourths to resolve the issue. I will give Kudos to agent Reagan B who truly went the extra mile to help resolve my issues. Had, Embrace informed me that they had split my claim into two claims and back dated the first. This was the source of all the confusion and frustration on my part. This was a far better experience than my two previous interactions.

I don’t know if my application has been approved but I got an email asking me to view my paperless documents. When I clicked the link on he login page it said there was an “internal error”. I submitted an application over a week ago. I have no idea if I need more documentation to get coverage for my dog. I’m frustrated.

My initial sign-up went through my vet. When I went to the Trupanion site to complete the registration, it failed because my vet had used the "&", an illegal character. I could have fixed that, but editing the information was not allowed. Then I called the Trupanion number. The woman on the line was very nice and completed the sign-up process for me over the phone. I got a welcome email from Trupanion with a link to set up my account online. I clicked the link and was asked to sign in using my email and password. I did not have a password and was not provided a temporary password from Trupanion. I tried clicking the "Forgot Password" link and was sent a code to my email address. I used the code, it thanked me for verifying my email address, then stated that "A user with the specified credential could not be found." I called the phone number again and the woman was unable to help me. She said she would contact technical support to report the problem on my behalf, and I have since heard nothing.

The only reason I’m not giving Embrace 0 stars is because the sign up process was easy, and I was able to get only a 14 day delay after submitting my Vet’s exam before the orthopedic portion of the policy became active. My dog has no preexisting conditions nor did I submit any claims during the policy year. Then I get a renewal notice that my policy is going up over 50%. I’ve cancelled Embrace. I’m updating my comment based on the Embrace reply. If I modify my coverage further, it’s definitely not worth having. The Embrace reply is the standard language all pet insurance companies give everyone. I’ve contacted the State of Maryland department that handles pet insurance in the past and was told they can’t do much to deny the rates as the paperwork these pet insurance companies submit to justify their rate and claim decisions is hard for the State to argue against. Not a lot of State resources to deal with pet insurance these days.

In January of 2024 I got Embrace pet insurance for my dog, after he had knee surgery on his left knee. The policy stated that there would be a 6-month waiting period before any orthopedic claims could be made. They requested and received in February of 2024 my vet records clearly showing he had knee surgery. In February of 2025 my dog required surgery on his right knee, it was over the 6-month waiting period, so I submitted the invoice. After 5 weeks they said it was a preexisting condition and sent a list of other issues that would not be covered. At no point in the year since they had his medical records did they send me a note that his left leg had anything to do with his right leg. I bought the insurance for peace of mind - they should have said once they got his records what they considered a preexisting condition. I would have shopped elsewhere for insurance. This is not only poor business practice but fraudulent since they had the information about his left leg operation over a year ago.