This insurance will do anything and use any excuse to not pay claims. We have an adopted pet that was abused. So, they denied a claim for his allergies that he developed later due to the grass type in the yard. They decided that it was a pre-existing condition because they “ found lesions” in the vet report from the rescue. We appealed and our vet wrote a letter saying that the lesions were not allergies but due to abuse. Then , they said that he was viewed by our vet 2 days before the back out period!! All of that of course without talking about the premium increase! My daughter had 2 pets on the insurance, my son had one and we had 2. We all canceled!! It is a scam. Instead of paying premiums to them, I will put the premium in an account specially dedicated to dog care. No so called pre existing condition on a rescue dog, deductible or co-pay!

My dog was 8weeks old when I opened this policy. His first vet visits were required to open this policy. Now, that I've filed claims I'm being told his claims are on hold for vet info for his health history 12 mos prior to opening the policy. He wasn't alive 12 mos before I opened the policy which is easily seen by the birthdate on the policy. So I call and they say there's nothing to do, just wait on the review process. After that I get an email saying the claims are on hold because they are still waiting on vet info from before he was alive. Beyond frustrated, customer service was just as confusing as these emails that I keep getting. About to cancel this policy. Customer service tells me to wait and emails come that say otherwise.

I am absolutely disgustingly disappointed in this company. I have USAA insurance and their affiliates with Embrace. As a USAA customer, we are supposed to be priority when it comes to customer service. And a first time dog owner, which I told the representative at the time of signing up. We had adopted an eight week old French bulldog puppy and called Embrace for their guidance through setting up an account with Embrace. The man over the phone made everything sound like we were good to go and everything was covered and we had a really good plan for our puppy. I then had to wait several weeks before I was allowed to take the dog to the vet for it to be covered. I find this to be unnecessary and a huge waste of time. But as I mentioned, I’m new to this and didn’t question it After taking the puppy to the vet for his initial shots I sent in my invoice to Embrace, which they had no problem covering. My puppy a few weeks later had blood in his stool. I took him to the emergency vet. We got him in. They did test testing only to find out it was from straining. I sent in the invoice to Embrace and was told that blood in the stool is a pre-existing condition and they wouldn’t cover it. I fought and fought, but didn’t win. They didn’t even cover the office visit, which is supposed to be covered always. Now it’s time to neuter my puppy. Since there’s a thing called wellness that you have to put a number on and once you reach that number, you’re no longer qualified. So the previous Vet visits exhausted my “wellness insurance” so from here on out I pay for everything out of pocket. Mind you I pay this company to ensure two animals. I pay my premiums on time and I’m a loyal customer, but this company threw me through their loopholes just to get my money because they won’t cover anything. I do not recommend Embrace do anything you can to research how horrible they are. I am leaving Embrace to find a better company who won’t rob you. If you get them on the phone and question them about anything, they are so rude and make you feel like you don’t matter. It’s very disgusting. Since I can not respond to Embrace - I will edit here. As I look thru all of the horrible reviews, Embrace always comes back with an general response which does not make any sense. We are here voicing how horrible you are because we now know the policy. We do not need you to repeat it to us in a response. That makes us feel like you think we are stupid! Upon signing up - your representatives bait and switch. The "Wellness Rewards" is very UNrewarding. When I tell your representative that I am a first time dog owner and I have an 8 week old puppy - I expect your experts to lead me in the correct direction and that did not happen. If I would have known that I was going to run our of these "Rewards Points" after one visit with a new puppy, I would have NEVER gone with this joke of a company. As for trying to dispute the "pre-existing condition" - I mentioned above that I fought and fought bu

Don’t pay for anything , not worth having

The most horrific experience I’ve ever had with any insurance company. (you know that’s saying a lot) When our cat passed, I called Embrace to cancel. “I’ll need some information…” Info given. “Please hold while I pass you on to a special team that can help you.” “Hi how can I help you?” Repeat ALL info. Again. The next day, a survey in my email asking WHY I CANCELLED… BECAUSE OUR CAT DIED. Let’s rub it in, let’s ask again and again, let’s express some fake sympathy with a “special team” that doesn’t know anything and repeats the same questions over and over. Then let’s ask WHY you cancelled insurance on your dead cat. Pay attention people. Just a little. It’s not that hard to get this stuff right. All you have to do is LISTEN. Is there a zero-star option?

Good afternoon, to whomever may be interested, I am leaving this note letting you know about the poor work, the mockery, the lack of consideration and respect that this insurance gives as its first offer after not covering my pet's consultation after 4 months of waiting, they decide whatever they want. I do not recommend this insurance for people with heart problems because they could have a heart attack. Very poor work with our family. They are good collectors and very bad payers. Sorry, that is my humble opinion. My experience with them is very unpleasant.

If I could leave less than one star I would. I was told this was a great pet insurance company, but they consider normal things such as tartar (which every human and dog has) as 'existing conditions' and do what other insurance companies do - 'deny, delay, defend.' To be clear - the 'pre-existing' conditions were - according to our vet and the surgeon - what are 'normal' conditions, such as having GI upsets from time to time. So, not something like a pre-existing diagnosis for cancer or parvo or anything like that, which would be understandable. PLUS, they wanted to be a 'secondary' insurance carrier. Anyway, I canceled my insurance after a few months! I also told a friend I'd recommended this to, to do the same, but she'd already decided that on her own, because she had the same issues. Terrible!

It should say something about the company when 24% of the reviews are 3-stars or less and 16% are 1-star. It should also tell you something about the company when the annual rate increase is predictable and will be double digits. But if you log in and get a rate quote for your pet you will get a cheaper rate than if you renew. Today's email ping-pong battle with the Embrace Claims Adjuster Manager was an exercise in futility. She kept telling me what information she had access to and refused to acknowledge that someone in the company above her level might have the information. I can't believe that USAA has aligned themselves with this company and actually recommends Embrace's services to their customers. Embrace does not understand the fundamental tenets of customer service and building brand loyalty. The very people that created the problem (Claims) are left to adjudicate the problem? That solution doesn't always work.

Be Careful with this company. Once your dog has a pre-existing condition they try to use it to not pay any claims. My dog had an ear infection and they said that it wasn’t covered because he has dermatitis. Tell me that is not a joke! Spend your money wisely and go with a different animal insurance company. I wish I had! Very unhappy!

With no claims submitted this past year, my monthly rate increased by 50% for the upcoming year. I can't understand why so much of an increase.