Embrace was great for over a decade, with reasonable annual rate increases and painless claims, until about two years ago. That’s when they were bought by JAB and both my dogs’ rates suddenly doubled, even when adjusting for age. Embrace then began refusing every claim, pretending there was “no diagnosis code,” requiring five back-and-forths between me and my vet and Embrace before any payout was made. We now have preexisting conditions and it’s too late for us to switch carriers, so we are stuck with a plan almost expensive to use. I thought I was planning ahead responsibly for my dogs’ health in old age, and instead JAB and Embrace has ruined our finances. Zero stars.

Worst experience ever. They used extremely flimsy claims of preexisting conditions to deny every single dollar that I sent in for reimbursement. Yes, literally every single dollar over an entire year of reimbursement claims were denied. Avoid like the plague. #freeluigi

Not good at ALL with TURN around time on payments. Had to keep calling to see if they got records after VET DID send..they say they never get records. Called numerous times to keep informed of investigation. Went in 2021 to Blue Pearl only for a second opinion and was only time Bella was there. This is 2024/2025 and they STILL want records for this VET!!!!!! There is NOTHING TO TELL YOU FROM THIS VET!! Bellas' VET is FAMILY PET CLINIC #2. Talked to a service rep and did not know his/her job. Asked to speak to a supervisor rep was not happy I asked for Supervisor. Told me that he could do what the Supervisor would do. This claim Finally got settled through the good graces of Shelby a Supervisor. Now March 3rd had to take Bella to Vet again she woke up and could not use her back legs or walk. Diagnosis was Arthritis of the spine and some in the knees. Put on anti-Inflammatory med, recheck in two weeks. March 17th recheck for Bella and given a vaccine shot. NOE with these two claims having the same trouble. They are waiting to hear from Blue Pearl too!! LIKE I SAID! This was for a second opinion in 2021!!!!! She has not been there since, or I hope she does not have to return her, because if she does this would be for a SERIOUS ILLNESS! I have written on the FRONT of the Invoice I sent that She only goes to the above VET. Family Pet #2!! Hope my claim gets settled soon Now it is March 20th waiting for a claim from March 3rd and March 17th. I have had another insurance for Bella and NEVER had any trouble like this. The adjusters are not on top of things here. Just post an e- mail. Never calls to reach out to customer. I have put plenty of calls into Embrace. One thing I can say the Marcey, Morgan, Dillon, Danielle and Tyler, have tried to help from Embrace it is the adjusters lacking something!! Right now, not happy with Embrace!

I am very disappointed with this insurance. My rate went up 49% bec of inflation!! Yet the $250 walk in the door fee to your vets was not increased. If you choose to get your pets teeth cleaned, it will not be covered bec you have a $750 deductible. You are literally paying $1200 for the "if" your dog gets sick. Don't forget you will only get reimbursement for 70% of your claim after the $750 deductible

I adopted 2 corgi puppies I spent 3 days researching pet insurance companies. I chose Embrace as the customer service reps were kind and appeared to be knowledgeable. I wanted insurance that wad to begin immediately. Even though embrace wad the most expensive, I was told it was effective immediately. I had already set up apt. With vet for 03/18/2025.,that same day. When I was emailed policy I noticed date effective was listed as 03/20/2025. I called and was put on hold. I was told that the wellness exam begins immediately but illness and injury begins. 03/20/2025. I copied vet bills and emailed them to Embrace. Next day I receive email stati g bills are not clear. Really I can read them. I took another photo of bill and emailed. Today I receive email stating since insurance is not effective until 03/20/25, insurance will not cover wellness. I am paying extra for wellness for both dogs. It appears agents are kind but do not know what is covered and when it begins. This is a scam. I wasted time and am truly aggravated. Do your due diligence before closing any pet insurance. I have requested they reimburse the $252.00 billemy visa. Awaiting responce.

As easy as embrace is, it’s also extremely tough. I need to resubmit an invoice for a claim and have no way to do so except print the invoice (not convenient) and then take a photo of said invoice. Instead of uploading that file that’s already available to me b/c I only have the option to upload photos. I tried a screen grab and apparently that wasn’t clear enough. And that’s only on my phone. Because my laptop I don’t have access to my account at all. The website works fine until I login and then the screen goes blank. So what’s meant to be super easy is actually unnecessarily hard. Then I don’t have access to any customer service. I can’t talk to anyone but a bot that sends me the same resolution on repeat regardless of me saying it doesn’t work.

In January of 2024 I got Embrace pet insurance for my dog, after he had knee surgery on his left knee. The policy stated that there would be a 6-month waiting period before any orthopedic claims could be made. They requested and received in February of 2024 my vet records clearly showing he had knee surgery. In February of 2025 my dog required surgery on his right knee, it was over the 6-month waiting period, so I submitted the invoice. After 5 weeks they said it was a preexisting condition and sent a list of other issues that would not be covered. At no point in the year since they had his medical records did they send me a note that his left leg had anything to do with his right leg. I bought the insurance for peace of mind - they should have said once they got his records what they considered a preexisting condition. I would have shopped elsewhere for insurance. This is not only poor business practice but fraudulent since they had the information about his left leg operation over a year ago.

The only reason I’m not giving Embrace 0 stars is because the sign up process was easy, and I was able to get only a 14 day delay after submitting my Vet’s exam before the orthopedic portion of the policy became active. My dog has no preexisting conditions nor did I submit any claims during the policy year. Then I get a renewal notice that my policy is going up over 50%. I’ve cancelled Embrace. I’m updating my comment based on the Embrace reply. If I modify my coverage further, it’s definitely not worth having. The Embrace reply is the standard language all pet insurance companies give everyone. I’ve contacted the State of Maryland department that handles pet insurance in the past and was told they can’t do much to deny the rates as the paperwork these pet insurance companies submit to justify their rate and claim decisions is hard for the State to argue against. Not a lot of State resources to deal with pet insurance these days.

I adopted 2 puppies. Prior to picking them up I researched 5 pet insurance companies. I decided to purchase Embrace as the customer reps. we're fantastic on the phone . They answered my questions. I made an apt. With my vet. fot 3/18/25. I picked up the pups and a few days later I called Embrace to ask when the effective date of the insurance would begin. I was told immediately on 3/18/25. I explained they had a well checkup that afternoon. They assured me the visit would be covered. Later that morning I received an email with the policy info. This stated the effective date was 03/20/25 not 03/18/25. I again called back and was asked to hold on so the rep. could double check. She came back on and explained the wellness portion was effective 03/18/25 but the illness and accident portion begins 03/20/25. I bring them to the vet. I make a copy of vet receipts and email to Embrace. Next day I receive an email They cannot read vet receipt as it is blurry. Really I can read it. I call them, they ask me to repeat make another photo and email it. I do so. Then they send me email that coverage does not begin until 03/20/25. Therefore denied. I believe this is a scam. I have emailed them again requesting to cancel and refund of $254.00. No response. Do your due diligence before chosing pet insurance.

While issues with my claim have been resolved it took an inordinate number of back and fourths to resolve the issue. I will give Kudos to agent Reagan B who truly went the extra mile to help resolve my issues. Had, Embrace informed me that they had split my claim into two claims and back dated the first. This was the source of all the confusion and frustration on my part. This was a far better experience than my two previous interactions.