Embrace was good until they weren't. Never had any issues over several years of using Embrace and submitting claims. Rates went up each year but nothing wild and that's to be expected with any insurance. Then this most recent renewal my rate increased 100%. 100% increase in one year is absolutely ridiculous and that was without even having submitted a claim in over a year. Goodbye Embrace, you're just like every other insurance out there set to price gouge your customers and prey on our desires to protect and care for our pets. You should be ashamed of yourselves.

I’m extremely disappointed with the claims process. It took far too long to resolve in my opinion. They don’t tell you that the first claim can take a couple months because they don’t include any weekends or holidays in the amount of time they say they need for reviewing. The lack of communication was unacceptable. I had to take it upon myself to figure out that they needed additional information because no one reached out to inform me. There was no clear guidance, no follow-up, and no sense of urgency from their team. It felt like they didn’t care about my time or the stress the delay caused. A simple call or email would have resolved things much sooner. This experience has been frustrating, and I expected better service. I hope they improve their communication and efficiency for future customers. I am very satisfied with each customer service rep that I have encountered as they were polite and kind with each call I made.

I’m searching for new pet insurance. My dog, who has never been sick or had any claims filed, is 10 years old. His monthly premium just got increased from $86 to $188. This is beyond ridiculous.

I am awarding Embrace this low review because of the extremely dissatisfying experience I had with my first and only claim in several faithful years of paying $115 a month for my two dogs and cat. Long story short, our cat began vomiting bile several times a day for 48 hours and was not touching food or water and was acting lethargic. We had adopted her in March 2024 from an Animal Rescue center who had picked her up as a stray, gave her all her necessary vaccines and deemed her perfectly normal and healthy for adoption. She was not due to be seen for an exam until March 2025 for vaccine updates, so in the past 9 months we had no reason to take her in until now for an emergency visit. After several tests and X rays, the vet found no foreign objects inside her, and gave her rehydration treatment, antibiotics, pain medicine and some appetite enhancer to help her get back to normal. The total sum was nearly $1100. She was better within a couple days. I was under the impression that based on what Embrace advertises as what would be covered, that a freak illness that the cat suffered would at least be covered to some degree. Apparently, within the vague and long-winded fine print our faithful claims adjuster did her due diligence to the company to ensure we got coverage for as little as possible (0$), and decided that since our cat had not had a vet exam (apparently the rescue center doesn’t count) that this illness would not be covered because she was technically still in a “waiting period.” I personally cannot fathom why USAA recommends this business as an insurance company when it will reward a paying customer of several years with technicalities and red tape over a measly $1100. I immediately cancelled my policy, because frankly it makes more sense to save that money every month so I have it for any future emergency visit rather than pay this scam of a company $115 a month to just bury me in “legalese” again in the future. If you are currently using this insurance company or plan to, think before you buy. And at a minimum insist on speaking to a HUMAN BEING on the phone to explain to you how to ensure your pets are actually covered and what hidden technicalities are buried in the fine print, because they will surely Embrace your membership fee, but as soon as you ask for a tiny bit of coverage for an actual emergency visit they become stingy and unhelpful.

So far this reimbursement process is frustrating.

i had a really bad experience with them. they refused to cover my cat's procedure and treatment because of pre-existing conditions. I spent hours on phone with them, and provided signed documents by multiple veterinaries to contest the pre-existing condition that embrace invented. They finally changed their mind. Just for them to raise their prices by 50% the next year.

They will deny all your claims

Trouble getting reimbursed for my cat's prescription food.

Very slow process for reimbursement and no communications.

As with almost all insurance, we pay annually in the hopes that our dog will be covered when he has large medical expenses. He has been covered for the last 5 years - since he was a puppy. This year he fractured a tooth that needed to be removed. Most line items were determined to be ineligible for coverage. It's hard to imagine switching to another provider because the issue stems from the insurance industry itself. Nor can we forgo coverage completely in case something even more catastrophic occurs... We just have to hope that he's covered at that time.