Although the reimbursement timeframe states 10 days, there is no guarantee when you’ll receive your reimbursement. I’ve submitted a claim on 1/09/25 and as of today, 1/28/25, I have not received my reimbursement. Highly unacceptable as this is the second time this has happened and I’ve only submitted three claims. I will be canceling and switching to Fido.

This was the 4th call - the other 3 times we were told they would call back, and never did. Even on this call, it took 45 minutes to do 5-10 minutes of work. Not efficient at all.

I have submitted 2 claims through Fetch insurance. The first claim went through fine - no problems. The second claim came back flagged because an exam note from 3 years prior for my dog's annual vaccination appointment did not state her health status. Side note: this was the same medical record I used for her first claim that had no issues. Obviously if nothing was noted on her exam notes, nothing was wrong with her. They nit pick on big claims once you've paid your deductible - I called customer service and they were rude so I asked to cancel. I was transferred to another agent to cancel and she was confused to why this was even a problem - she reached out to the adjusters and stated there was no issues with my medical records and that if there was no negative notes for that appointment then to assume that she was healthy (common sense). If there are more issues with this claim, I will be cancelling. This claim has been pointlessly dragged out for weeks. To edit my post: the first agent I spoke to wasn’t per se rude, but very dismissive to the point I wanted to cancel and was happy to assist with that. The second agent I spoke to was very understanding and talked me out of cancelling. Update: edited my review from 1 to 3 stars. They were very prompt with processing my claim after the vet called them and said there’s nothing more to submit. I am hoping going forward I won’t have the same issues with her medical records if I need to submit future claims.

They hide everything in the fine print. Their accident and illness plan doesn’t cover the emergency exam portion of your emergency visit which is often half of the price of taking your pet to an emergency vet. They also only pay $150 towards spay/neuter and won’t cover anything that is labeled as pre-op such as medications or the pre-op visit, even though they advertise covering spay/neuter. We paid $71/month for 9 months with a new puppy (lots of exams, vaccines, office visits, neuter, and emergency visits) and got reimbursed a whopping $200 total in that time because nothing is covered or even counts toward your deductible. It makes more sense to not have this insurance.

They refuse to communicate without waiting on their phone line for long periods of time on hold and are not clear on the payouts. I've waited well over the time they have told me repeatedly my claim would be finished. Do not expect to get paid for months. I'm so sad my work picked this company to work with as a perk (because it hasn't been helpful at all so far), and I am running to my HR rep right now to share my experience with this company. Hopefully we'll get a new option next year Response to the Company: I've emailed that specific email you list here at least 3 times over various questions I've had in the past - with no response. Your online chat has NEVER worked, and emails go to a black hole. Sitting on hold for long periods of time is the only way your company communicates with people. Also, I see my claim has changed the amount of my allowance, yet - IT IS STILL PROCESSING AFTER 20 business days now and I still have heard nothing. Your company claims 5-10 days on its tracker. I'm baffled a MetLife company would actually be run this poorly tbh.

Good day! I'm new and trying to figure it all out what it helps w and how it works and benefit for me and prince. I'll see in time. Thanks again

They have been dragging their feet from the very start of our FIRST claim with them. It has been 20 days and several emails plus a direct letter to them asking what they keep saying 10 days for a claim to be processed. It is double that now. This is not a large claim. With the results received from this small claim, I am worried that if we had a major claim this would be the result. We have two dogs insured with them and will be looking elsewhere for a reputable pet insurance company.

The 1st time we took our dog to the vet after getting onto Embrace, our reimbursement was deposited into our bank within 2 or 3 DAYS! This 2nd visit, 3 months later, was much higher than expected. We need that reimbursement , but we’re told online that it could be 1 MONTH. We need it deposited ASAP - not a month later. If this is what to expect, then maybe we’ve made a bad choice.

So after I pay 9 years without a claim on my cat, they drop me for no reason. What a bunch of......

This insurance company has been incredibly frustrating to deal with. They don’t respond to emails, even though they recommend this as a way to communicate. When you call, they give you the runaround, and the information from one manager contradicts what another told me just days earlier. I paid premiums for six months to insure my two healthy cats. Both have all necessary international documentation, including microchips, passports, vaccines, and veterinary certificates. After six months, I took one of my cats to the vet for an ear infection and advice on food, as the cat had vomited three times in one week. The veterinarian explicitly noted in the medical file that vomiting is “not unusual.” The issue resolved entirely after switching food, which is also documented in the file. Despite this, the company claimed I hadn’t provided the “correct” medical documents—even though the documents I provided fully complied with the requirements outlined in their User Guide. I sent all required documentation when I enrolled and clearly stated, “If you need anything else, please contact me.” They never contacted me. Instead, six months later, they retroactively canceled my policy and promised a refund. It’s now been over three weeks, and I still haven’t received my money. To make matters worse, they created new policies for my cats and labeled everything from that vet visit—including notes from the anamnesis (not even a diagnosis)—as pre-existing conditions. For example, they listed: “Vomiting / Emesis and associated conditions” Seriously? Vomiting is a natural behavior for cats (e.g., regurgitating hairballs). It’s also a symptom of countless possible conditions. By labeling it a pre-existing condition, they’re essentially trying to exclude everything. This company doesn’t provide insurance—they provide excuses to deny coverage. Avoid them at all costs.