I have been a customer of Embrace for several years with great respect for this company and their caring for your needs and the needs of your pet. I had a dog that became very ill and needed emergency services. This company went above and beyond at 2 am to help resolve funding issues with the hospital to resolve my issue and saved the life of my dog. That friend passed away. We have adopted a 1 year old Shit Zu. He is a patient/customer of Embrace. This breed is well known to have periodic issues with skin issues and he had one minor issue of a skin infection from when he was housed in the shelter. The claims review has now disqualified any future claims that relate to a skin issue as a pre existing condition. I do not believe this is fair for me as a long time customer. I have given this companys information to dozens of people at the vets office, dog parks and other casual conversations. I fear this quality experience from issues in the past will now be in doubt if this bad customer service decision continues and I hope this isnt what the future looks with ongoing claims.

They ran a promotion for a $25 visa gift card to add a new pet. I called to add one and was waiting on the gift card and never received it so I called back and the rep said that it was apparently only online if you add the pet yourself which I was going to do. I had it set up online but I only called because I had questions on coverages. So they’ll only reward you if you don’t talk to someone? It should work both ways and now I’m out $25.00. I would think as a courtesy they could still send it or credit me in some way due to the poor communication, but even if I cancel my pet and re add her online it won’t make a difference now. Never had issues before now and this is something I felt they should’ve taken initiative to make right.

Unfortunately, I can no longer trust Embrace. Here's why: When I first signed up, I had to choose which breed my dog was. It is a Mini Australian Bernedoodle (a mix between 4 breeds) and there was no option to select "bernedoodle', so I selected "Mixed Breed" (which is accurate). In addition, Bernedoodles are not even recognized as a breed by the American Kennel Club (AKC). My original quote was ~$52/month. Six months later, after they saw that one of my veterinarian records said my dog was a bernedoodle, they said they needed to change the breed classification, which increased my premiums by 92%. Then 1 month later, they raised the premium by 11% more as part of an annual premium rate increase. Then several months later, they increased the premium again by 33%. And just recently, they increased the premium by ~50%. I have not had any major/expensive claims that would warrant these increases. So I am cancelling my policy and going elsewhere.

Coverage is rather expensive, and the Wellness Plan isn't really coverage because of what the monthly premium for it... Staff are very helpful.

Nope nope nope nope

I'm not sure I will continue with this company. They never seem to cover anything, even wellness. You have to add on wellness, and its basically a savings account you pay into. Any balance does not roll over year to year. I will also add that when you recieve a denial, it is from an AI generated claims provider. So, I am not conviced that an actual human is making the decisions that affect my pet's health. Much like their response to my review ...

I just canceled my pet insurance. The agent was very nice and answered my questions. The problem is the company increased my monthly fee by $35 and this is not well care, just accident and illness. $125 was too much. And, no, it was not an age increase. I went to Pets Best. They offer unlimited cap and prices are cheaper.

Absolutely the worst company on the planet. I paid for the insurance wellness and accident and unfortunately my dog got hurt and tore his ACL which is a tendon and it completely tore in half and it requires orthopedic surgery. They denied the claim stating that ACL injury is an illness, not an accident if anyone believes that I have some swamp land to sell you. Absolutely the worst company in the world and if you buy their insurance, you’re just paying the executive salaries because they do not disperse money for their clients. I filed a complaint withconsumer affairs and hopefully somebody will do something because they are a complete fraud. Do not waste your money.

No answers and No resolvement. Keep hearing the same stuff from difference agents. After over 25 days I am starting to worry.

We had embrace for years. We moved cities and they changed our premium by over $200. We have been previously approved for Physical Therapy for our dog with hip problems and they have now changed the policy so that you have to be in a building with a vet. They have done everything in their power to remove benefits, refuse claims and continue to increase the prices.