Tried to access customer portal from the link in your email to me. I got an error message three times.

I had two older claims that I had not put in. i have had this insurance since 2017 and have paid every month. now I am being told that even though I paid for the coverage, since I didn't file in time it is being denied. I don't think that is even legal.

There's no clarity as to why some invoices are accepted and why others are not. It always says that I have maxed out of my benefits. I find this very confusing.

First-time user putting in a claim. It seems redundant to repeat the diagnosis when it is in the receipt.

Horrible website. Claim submission process is ridiculous. 4 tries to submit a claim. get your website act together please

Your online reporting of a claim is not very user friendly. It asked me to put in a diagnosis which I did and it keeps telling me that "no Diagnosis was included."

I could not be more disappointed with the delayed response to claims and then receiving an email that my dog now has preexisting conditions for issued that first occurred while insured by Embrace and now told coverage would no longer be provided a scam in my opinion

First of all I have 2 claims on hold for a month even though my vet said they sent medical Hx for over a week now. Secondly they were trying to contact a vet I don't use for over 3 years. When they claim team said they need medical Hx for the past year . I have sent many emails and no answer. Costumer services is getting worse and worse. Considering moving to another insurance because there is no communication at all.

It seems the "Playbook" instructs claim processors to reject for any reason. i.e., I sent only the part of an invoice that was for my dog. They didn't need the cat's records. Then I sent the entire document. A week later, my dog is still suffering from UTI and I submitted the ENTIRE invoice for the recheck and urinalysis. I got an email asking for the complete invoice so I sent it again. I get online and the status is pending more information so I submitted it again.

After 15 years of paying monthly premiums including very minor yearly increases this year they raised my premium over 400%. I went from paying $81/month to the new increase of $322.50/month!! The person I spoke with thought this was entirely reasonable and offered to cancel the policy since I was so unhappy with the change. So yes the service was good for those years but this is how they treat you and your precious pet when they would probably need it the most. Don't fall for this trap