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

Pros:

It takes for ever to review the bill. And you don’t pay hardly anything. Very disappointed!!

Taking too long for reimbursement of claim. That last two claims were for the same virus that took more antibiotics to cure.

I do not recommend this pet insurance. I’ve had a claim pending for 2 months and all my vets have submitted the information they have requested and they still won’t release the claim. I even called today to speak to a supervisor and they refused to let me speak to one stating that i need to speak to the adjusted that still hasn’t returned any of my calls. This is absolutely ridiculous and terrible customer. I do not recommend

The web site didn't work at all yesterday. Today, it bounced me back to the homepage 6 times during the claims process.

claim form had repeated error messages that necessitated restarting claims