I submitted a claim on 1-9-25 for our dog who had broken a toenail bad enough to have the vet cut it all the way back. Since that time AKC pet insurance has repeatedly declined to pay our claim saying the invoice was created using Aspose software that can be altered. Which is entirely incorrect. Our Vet does not use this software. Our vet has sent in an invoice, I have forwarded an invoice from our vet by email & so far nothing. These claims people need to learn to pick up the phone to contact a vendor if there is a question.

I submitted a claim for an accident (My dog's eye got scratched) in December of 2024. They asked for medical records from 2022 and 2023. I tried to contact them via chat and call. It is IMPOSSIBLE to reach to a human. I had to chat with the bot and tell them I wanted to cancel my policy because could not get any help from anyone regarding my claim. My dog was healthy and he did not have any doctor visits except for vaccines(which are not covered by his insurance) those years. Finally, I was able to talk to a human agent. He was not helpful at all and I ended up canceling my pet's policy. They do anything to deny your claim and I don't recommend this insurance to any pet owner.

Customer Service is always great but it's about the only thing they have going for them. Once you submit anything to them they send an obscene amount of emails asking for clarification. My vet (and myself) have sent them them the documentation they need 5 or more times and they still can't seem to get out together. They don't pay out on certain ER services, because according to them they are not ER services. When I'm driving to an ER hospital with a limp animal at 2:00 a.m. with no rhyme or reason, all life saving things the ER vet does at that point to bring my dog back to life feels like it would be ER coverage. But Embrace will deny it. They take forever to process a claim and when you call, the agents are very nice but it seems it's always "another department" who is dropping the ball. I submitted a claim that added up to $21K, my coverage is for $5K and I'm getting resistance on how much of that is covered. There is no way $5K of $21K isn't covered but Embrace will most likely find a way to not cover it.

They do not cover anything, and they will raise your prices up every year, and not notify before they do so.

After eight years as a Pets Plus Us customer, I'm incredibly disappointed with the recent changes and lack of communication I've experienced. What started as a reliable insurance provider for my furry friend has transformed into a frustrating and potentially predatory service. The initial shock came when I noticed a premium didn't come out of my bank account. Upon calling Pets Plus Us, I was informed that my policy was discontinued and I hadn't opted into their new coverage. The problem? I never received any notification of this significant change. This lack of communication alone is unacceptable for a long-standing customer. However, the real issue lies in the details of the new plan. I was offered a policy with drastically reduced coverage – a drop from $5000 per incident to a mere $3000 annually total. This represents a massive decrease in protection for my pet. To add insult to injury, this downgraded coverage comes at a higher price, nearly $30 more per month than my previous policy. When I raised my concerns with Pets Plus Us, I was essentially told that this severely limited plan was my only option. Furthermore, they informed me that if I chose to explore other plans or insurance providers with better coverage, any prior vet visits – even for common issues like vomiting or accidental ingestion – would be considered pre-existing conditions. This is a blatant attempt to strong-arm loyal customers into accepting a subpar product with significantly reduced benefits. This tactic feels incredibly disingenuous and borderline unethical. To penalize customers for exploring better options after unilaterally changing their policy is a terrible practice. It leaves me questioning the integrity of the company and its commitment to its customers. My loyalty of eight years has been met with a complete lack of transparency, a significant reduction in coverage, and thinly veiled threats. While I understand that companies can change their policies, the way Pets Plus Us has handled this transition is deeply concerning. I'm left wondering how this is even legal, and more importantly, I'm incredibly disappointed that this is how Pets Plus Us treats its long-standing customers. Be warned: what appears to be a reliable and trustworthy insurance provider can quickly become a source of frustration and financial burden. I highly recommend carefully reviewing your policy and exploring all available options before committing to Pets Plus Us.

You should offer a bundle of insurance,renters,long term elderly,pet,auto, umbrella,ad it should be cheaper to get all you cover with one payment.

This company raises rates SIGNIFICANTLY every year, especially as your pet ages when you actually start to need the insurance the cost becomes unreasonable. They give you corporate answers as to why they’re increasing rates despite claiming they want the best for pets. Do yourself a favor and do a quick search about HealthyPaws rate hikes and you’ll see why people choose to leave them. Hopefully someone decides to investigate soon.

My claim was not processed properly until I had to call and the customer service representative realized that the claims processing did not operate as it should have. This whole thing was a nightmare. I couldn’t be more dissatisfied. At least your customer service representative was able to help me, because the rest of you all dropped the ball.

Customer service is trained to not answer calls and delay working with customers. This company is a fraud who will not pay claims but will continue to increase premiums. If they know you are wanting to cancel they will actively make the process difficult. I worked with Jennifer who was rude and closed my chat twice when trying to resolve the issue. When trying to cancel they renewed my plan at a higher premium. This company should be avoided at all cost.

This claim was honored; others were not, contrary to correct medical findings and review