They suck. Will do anything to not pay a claim!

Don't waste your money. They will do whatever they can to NOT pay for anything.

I thought because USAA partnered with Embrace that it would be an easier insurance provider to deal with, being that we are a military household. We are also overseas, as many military are, so I was not expecting the strange loopholes this company gives to overseas clients. I signed up through their website with no issues. The second I created an account, had paid for my cat's policy and filled out all of her paperwork, the website went dark. I no longer had access to it. After about a week of trying to log on, I decided to download a VPN and see if it worked from a different IP, which would be strange because it initially allowed me to use my UK IP. So now I can access my account but only through a VPN, annoying, but doable, but still confused by the switch up because of course, they work with military who are often stationed outside of the US. Fast forward to my cat dying. I am now trying to cancel my policy and there is no way via the website to do so. You must call one of the six different 1-800 numbers they have listed on their site. They ALL go to the same recording, which, when choosing option 3, to cancel my plan, it rings once and hangs up. I experienced this with every number provided on the site. There is no e-mail for customer support. There is no person to contact. How is this possible? There is no way for me to cancel my policy? I absolutely do not recommend Embrace for pet insurance. It's giving scammer vibes. Where are the people who work there and how am I supposed to contact them?

I thought this would be an easy company to deal with, associated with USAA. Sure, they employ nice people who are helpful when you call in to dispute a claim that wasn’t covered, but get ready because you will be calling them a lot. You have be extremely specific with your claims and that involves invoices from your veterinarian. I have had 5 claims in one month rejected because the wording used in the invoice is not covered. Once the wording is changed to the specific language in the policy the claim is then covered. However it’s the same thing. I can’t claim “physical therapy” as a broad term because that may or may not include the 5 therapies covered. This is such a headache because I then have to go back to the veterinarian and beg them to change the wording on the invoice so I am refunded. What has been extremely frustrating is my veterinarian expressing her own dismay as “other insurance companies aren’t this picky.” Had I known this I would have not automatically trusted a USAA company to be the best choice. My advice is KNOW YOUR POLICY, and be able to communicate clearly to your veterinarian about what language needs to be used on an invoice. It sucks, in the face of an animal in crisis to have to think about it this way, but alas here we are.

Customer service was great, but the actual coverage was extremely frustrating, time-consuming, and misleading. I had 90% coverage for 2024-2025, then jumped down to 70% 2025-2026. I had problems with my cat the first year and thought, ok cool, 90% is covered because it was within the dates. Wrong!! Apparently there's a period A MONTH BEFORE THE END OF THE POLICY where the "new" policy goes into effect. So after like FOUR months of waiting for my reimbursement (a whole other ordeal), it was the lesser amount because of some invisible clause. Frustrating.

Customer service is efficient and very nice. However, they do not cover pre-existing conditions like allergy dermatitis. For this reason, I’ll be switching to a company that does and there are a few others that do.

Cost four times increase in two years - for coverage that we have not used. The customer service has been professional.

After having the insurance for a year they tied an issue with his limb to a non-covered event and denied the claim even though our vet noted it was part of that issue. They are not friendly when it comes to the denial of the claims. They give very detailed rejections and don't cover anything that may be covered. They are dishonest and their customer service hours are horrible.

A few months ago, I requested an upgrade for my plan. They said they would do it right at the renewal date, but they didn’t. So I called in July and August and told them it hadn’t been done and asked them to do it. The first call in July quoted a price of approximately $130, and the second call in August the price was $135. Besides not fulfilling what was promised months ago, they also raised the upgrade price from one day to the next. They also charged a fee to process the upgrade.

Very disappointed. They take far too long to decide claims, then dodge responsibility by labeling new medical issues as “pre-existing.” Feels dishonest—look elsewhere for a company that actually stands by its coverage.