I submitted a claim and I got emails saying they could not read the invoice I took a picture and sent it they said they could not read it . They contacted the clinic and clinic sent them the invoice again I got a second email saying they never got it .. I am very frustrated I sent the same invoice twice and so did the clinic . I am really considering cancelling embrace . Still waiting for their response ,

I have 3 pets insured with this company one Cat and two dogs. It was good for a while until I purchased a policy for my 2 dogs. Every claim I submit after that time goes to the wrong policy/pet and I mean EVERY SINGLE TIME. I called, texted, talked to Customer Service emailed and oh yeah CHAT which is completely useless, submitted and submitted and submitted over and over and over again. I finally got payment at the end of November from a submission I sent in August, and that was after I submitted this claim once a day for an entire week. I still have outstanding claims waiting to be processed and they are still under the WRONG PET!!!! Good thing I saved all my submissions emails and phone calls of everyone I spoke to. Who denies a claim for an anxiety medication after it has been paid for from day one. This company needs a serious overhaul.

Delay while they find a reason to deny . I cancelled one of my pets insurance already because he now has kidney decease completely new this year. 2 of the symptoms are vomiting and diarrra which they use as a pre existing condition. Completely outraged by this because lots of different conditions have diarrrah and vomiting.

I have been denied coverage for my ninemonth old golden retriever because in August she had Giardia, which caused diarrhea, and she was treated for that. Then in October, she had diarrhea again and it was because of a food allergy. She was treated for that, and we have solved the problem. The reason they give for not covering this is that they claim her diarrhea is a pre-existing condition. I don’t understand how this is a pre-existing condition when it is too completely different situations. I also submitted a claim for conjunctivitis which was cured, and there has been absolutely no response to that. The claim was submitted in October. I am very unhappy with this insurance. Please don’t tell me to call the number because I have spent hours on the phone with that number to no avail

They were wonderful for a while. The price just got out of control. They raised it $103 a month without informing me. When I reached out they said they emailed me which I went back to check it and never got an email. The price was not worth the service they provided!! I went to another company after that

Pets Bests denied a legitimate claim for coverage on the basis that it was a pre-existing condition. It was not. The website offers no ability to dispute a denial and erroneous explanation of benefits. Individuals are directed to call a customer service phone number that is not answered by anyone, even AI. Instead, a text message is sent instructing you to go to the website, or call the same customer service number that is not answered. You are placed in a loop that appears designed to frustrate individuals and avoid responding to inquiries. Pets Best provides no ability to dispute a claim and offer no actual customer service. This is contrary to insurance industries standards.

I would not recommend Pets Best. What was advertised versus what they actually cover is very different. My experience is pet insurance with Pets Best is a scam. They purposely make the fine print unclear and have basically denied every claim saying it is not covered even spaying or medication is being denied. It was a waste of money to sign up. Their policy is not clear and the amount of time it takes them to process a claim is easily delayed 2 months. Don’t waste your time or money. Use the Costco pet insurance instead.

I was assured this policy would NOT auto-renew by the MO Humane Society. It did auto-renew. I emailed them to have it cancelled. No response. Two days later I FINALLY found a phone # to call as you CANNOT CANCEL ONLINE. After being sales-pitched nearly to death, the rep finally cancelled the plan, but not back to the date I emailed. Will see how soon my partial refund is given.

They don't cover anything. If you want coverage for anything that you would actually need insurance for, you have to get it as an add on. Definitely a huge waste of money. Switching over to Banfield asap.

This company is happy to take your money but they make the claims process as difficult as possible. They kept delaying my claims because they kept asking me for records I already sent initially. They kept asking for the medical history for the first 12 months prior to my policy for my dogs. I sent them all of the records for the dogs from two different veterinarians early on. They told me that they had all the records they needed, but they continued to tell me they still need those records every time I tried to make a claim. They are very slow to communicate also. Terrible company overall. Go elsewhere for the care of your pets.