Our dog was diagnosed with widely metastatic hemangiosarcoma of the spleen. Because there was a mention of a benign lipoma of the shoulder that had not been biopsied, the claims regarding the metastatic agressive splenic malignancy, clearly not related to the stable benign shoulder mass were denied. Any one with this insurance should be aware of this policy. ANY undiagnosed "mass", any small skin cyst or a lipoma like our dog had with this company will make ANY future "mass" including any unrelated malignancy be considered a pre exiting condition. It is crazy but it is their policy. Luckily our dog had a staging CT and I am a radiologist and saw the lipoma on the images so we at least can have vets who cared for our dog and the radiologist who read the CT state clearly that the mass in question diagnosed clinically as a lipoma and not biopsied was in fact a lipoma and not at all related to the incredibly agressive splenic malignancy that led to his death. All who have or are considering to have this insurance for their pet need to be aware of this policy. Review your pets records. Read the policy closely. Any mass no matter how benign if not biopsied will lead them to deny your future claim for cancer care and you could easily not be able to prove it was not related to the reason for the claim. Beware all owners of an Embrace policy out there. I’ve edited this after seeing the embrace response. You can clearly see that they actually say that a completely unrelated “mass” that hasn’t been biopsied can be considered a preexisting condition leading to non coverage for a completely unrelated cancer in the future. Like I said, beware all policy owners and those considering this insurance.

I love the overall service, the insurance, but you MUST look into fixing your phone App. It does not allow you to attach a pdf doc on the claim submission process. You have to either attach a photo taken or something from your photo library. Attaching an ordinary file (which most invoices are going to be), is not an option. There are workarounds, and the website does this, but why not make this simple/easy update to your App????

Got Embrace for our indoor cat and had it for one year before canceling due to repeat claim denials. When we tried to submit a claim for our first vet visit while covered by Embrace we were denied because we were apparently still within a waiting period we did not know about. More recently, when we brought our cat in for xrays to diagnose a cough she had developed, our claim was again fully denied by Embrace. Embrace said they dug up a vet record from nearly two years earlier, when we brought in our cat for persistent hairballs, that included the word “cough” in the symptoms so Embrace made the executive decision to call any and all coughs from our cat a “chronic condition” that was excluded from any coverage present or future. We wasted more money than we should have on this so called insurance company that wouldn’t even discuss the idea that coughs developed two years apart could be unrelated conditions with different causes. Now they have the audacity to keep sending me spam emails asking for my business back.

I signed up when my dog was a puppy 13 years ago. Premiums have increased steadily even though she has been relatively healthy. Now that she turned 13, they are effectively forcing me off coverage by increasing the premium to $4,000 for a $1K deductible and $10K limit. If I reduce the limit to $2K, my premium would only drop to $2K. With a $1K deductible, that means I'd have to pay $2K to get $2K * 90% coverage only if I encounter $3K in costs. I've already opted out of rX and exam fees. I started coverage as a puppy to be able to have coverage throughout her life. To have paid them sizeable premiums for 12 years and to be forced out now that she is old is REALLY upsetting. Their claims process is smooth and easy and I have recommended them to many over the years, but right now I feel like they are just like every other cold-hearted insurance company.

Great until my cat got old. I've been with them years, my cats been often sick and they were very helpful. She's been expense but it's never been more than 1500- 2000 a year out of an 8000 a year plan. We've had bad vets since the COVID so that's been costly. Now she's a senior and they raised my rates to $185 a month, from $75 month last year. I get it, they have to make money on every cat. But it's cruel to throw this boomerang on me after being supportive for a decade. She's full of life, has a thyroid issue and allergies. The hard thing is that they were reliable and great until now...and now they are socking it to me. So why help us keep our pets healthy and living long if you don't want to insure their elder years...what's the point? Lakshmi is an expensive cat, but if your are in the insurance business, occasionally you don't profit on a customer. I have to pray on this one. 7/11. Thank you for your reply below. As I said, I understand that this is a profit making business...and Embrace did help me, and insurance rates do go up. Thank you for financing my cats well being. But generally, whether it's rent or health insurance, heating costs, rate increases of necessary services related to fundamental survival in amounts that exponentially exceed any possible increase in an individual's income are certainly gossip worthy and reflect a certain kind of thinking in the organization that does it. Anyone who invests in pet insurance considers their pet family, and are vulnerable to warm fuzzy branding..and promises of a free ride. So, it's good for people to know that they will be locked into something that can bite them back. Like the health insurance companies who were dumping those who had cancer in the 1990s before Obamacare. Pet insurance isn't mindfully regulated yet. It will take a revolution. and the vet technologies have outpaced the wisdom of those who use them. Sneaking in that midyear rate increase in March as not being a policy renewal was a little sneaky too but like a bad marriage you are stuck with we will go on, even though it's really a dangerous financial predicament I've ended in with Em brace. Certainly gossip worthy indeed And just for the record, on my part I always negotiate the rates with the vets I work with, in an attempt to keep this all reasonable. I never exploited my insurance.

We have been faithful to submit every claim on time, but ONE time, the website was not working and it wouldn’t allow us to submit. By the time we were able to, it was “outside the window” of allowance and our claim was denied. Incredibly frustrating. No flexibility. We will be dropping our pet insurance.

Claim submission system is terrible. Constantly locking up in last phase of processing claim and have to start all over again. Issue has been going on for months.

This company is slow to pay out their claims and hide behind a 30 day return on your fees. I am going to stick with it for a littlewhilelonger but if they dont get more people to help process their claims, I will be dropping them.

I am not sure why they do this but, my dog punctured his front leg and had a patch of skin hanging. Vet did sutures and before covering the surgery Embrace required all medical records from all vets he may have seen. This I can understand. However, my pup broke open his wound requiring an additional two surgeries and again, embrace is requiring all medical records from all current and prior vets. They already have this information. Why are they making me wait for reimbursement? Do I have the option of paying them only when I know that they will cover a procedure? No. So review your records and reimburse me. This is why I have insurance because sometimes life happens.

The claims submission process wasn't that bad but the system was slow. Not sure if it was my internet connection or the website. I can give a better review of the reimbursement process once I see how long it takes to settle my claim and whether they cover what my policies says it will.