I have really struggled to get Embrace to understand I split my wellness bills from the vet into payments with the vet. I have had claims denied because the vet receipt to me says zero, but the charge was moved over to my installment, and they won't accept the installment because each payment to the installment doesn't have a wellness item attached to it. I send in both the zeroed out bill with costs, and the installment receipts, and still get denied. After the companies response, and attempt to follow their instructions for successful payment, I was just denied again, Although the action happened within the guidelines of the policy, they deny based on paperwork the vet has available. So a company that is offering insurance, but not paying, and the customer can't do anything about it because they are limited to what the vet provides. I have sent in a BBB complaint and I hope this company can align their claims to vet clinics so the customer isn't in the middle paying for something they are not getting. And masking as military friendly when in fact they are not. A complaint to USAA to remove affiliation is next.

It took me multiple times to submit my claim. Your website kept saying there was an error and please call for customer service. It did it numerous times but then when I would click the back button it would show the page required to continue the claim. ANyway, it was finally annoying and frustrating until I was able to finally get the claim submitted. About 20 minutes of my time instead of 5 minutes...

Do not sign up with this company. They will deny claims for "pre-existing conditions" even though the health issue is unrelated. They will badger your vet for the pet's complete medical record, even though they received it as I personally sent it. Then they will ask for it again. Clearly a stall tactic or they are very disorganized.

I acquired this policy based on my vet's recommendations as for the simplicity of it's usage. I was told after each visit a copy of my billing would and was sent to Embrace for processing of reimbursements ... Yet if there is a problem with embrace not receiving the invoice due to changes in their system processing methods I would not be reimbursed. as was the case for several years Receipts were sent in to what was then the original processing center not knowing of any changes having been made thus causing my claims to never have been seen and of course not being processed Embrace told me no matter what it's my responsibility and embrace holds themself at NO fault At $2,625.00 yearly is this truly the way to go?

Poor clarity of coverage on website. Misleads customer into believing routine or preventative vet visits would be covered. Customer support staff is not sensitive or understanding of customer’s perspective. Generally just a difficult and misguided experience.

Embrace sounds good until you pay and learn that nearly every vet visit is not covered. There were multiple occasions where I was told by Embrace that they needed medical records to review a submitted claim. They would request that I contact my clinic. I would contact my clinic only to learn that my clinic had already responded to the original ask for embrace. This felt like a racket and was definitely a waste of my time. In the end, I spent more money on Embrace covering two 9 year-old dogs, then just simply paying the bills myself. Not worth the money or the hassle.

Have been waiting two months for my first claim. Sent all documents requested and still waiting. I did have a good experience with customer service. Hopefully she will follow up like she said she would. I pay a lot of money for insuring my pets. Things should be handled in a timely manner.

So far all im getting are requests for things like dr appts for a dog that was just returned to me after 8 months. Almost implying that I would not be covered. Still its under review and that is disturbing to me.I've been paying for months now. All I get is the phone clerk reading a statement that is saying nothing of value. I will be researching a better insurance.

My first claim was super easy using the mobile app. It only took a couple days and the reimbursement should be in my bank account soon. 5 star experience. However, I had to take away a couple stars because soon after signing up my two very healthy puppies, on one of them, Embrace listed FOUR pre-existing conditions taken from my (very thorough) veterinarians detailed notes. The adjuster took comments totally out of context, listed as preexisting conditions, and (in my opinion) to have reasons to deny coverage. One of the four conditions was listed as permanent and my veterinarian will be helping me to appeal as it is totally resolved. A complete hassle to have to go thru an appeal process and to have the other three temporary conditions be on my puppy’s record for 12 months. I was extremely discouraged by these invalid conditions and was tempted to cancel my policy. Instead, I’ve chosen to continue for a while and as mentions, my claim for the other puppy was handled promptly.

They are such a pain to deal with. You can upgrade your account online but can’t remove the wellness part without calling