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 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.

Customer service was great, but the actual coverage was extremely frustrating, time-consuming, and misleading.

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.

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.

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.

Up loading of info is very slow. Monthly payments and deductible is too expensive. There should be a discount if we have more than one pet under embrace. Seems like an upgrade to claims process is in order.

You cannot cancel unless you call and they try to keep you on the phone as long as they can for no reason. Additionally, they will deny any claim that they can and then give you fake money, towards nothing, as a consolation prize. I definitely do not recommend this company and the fact they they claim to represent USAA is horrible.