Embrace | Pet Insurance Review

I purchased Embrace insurance about a year and a half ago for my Labrador puppy. He hasn't had anything major wrong with him (thank goodness), but I have used the insurance A LOT. As soon as you submit the claim you get an email acknowledging that it was received and a response back with your refund promptly within 15 days. I have been extremely happy with the refunds - this company pays out exactly what you deserve and what is stated in the contract. There is no haggling or having to question anything - everything is so straight forward. The customer service representatives are very knowledgeable, friendly and willing to help in any way they can. I really couldn't ask for anything more - Embrace has been simply excellent!

I was incredibly impressed with the response of Embrace; fast, courteous, and effective. In researching the top pet insurance companies - I believe that Embrace is the best choice for me and my two pups...

My experience with Embrace has been 50/50, positive and negative. I obtained Embrace immediately after I adopted my dog, and chose the company due to good reviews. However, upon our first emergancy visit to the vet, we were denied coverage. I had been to a vet for my dog's initial check up, of whom cleared him for his orthopedic waiver, and prescribed an antihistamine for his sneezing/gagging. That same evening, it got worse, and sounded like a honking soun. I took him to the 24-hour emergancy vet, and he was diagnosed with kennel cough. Well, interestingly enough, in the doctor's notes (at both vets) when they asked me when the symptoms began, I honestly replied "a couple of days ago". Well, when I filed my claim with Embrace for both vet visits, they were denied. Reason being that the symptoms had begun before my 14-day grace period was up. Nevermind that my 14 day grace period had expired before I took to him to either of the vet facilities. To make matters worse, the vet at the 24-hour hospital wrote in a comment about a luxating patella, which forfieted my orthopedic waiver. When I challenged Embrace on this, they were horrible. They told me in order to get the orthopedic waiver corrected I needed to go to an orthopedic specialist to have him evaluated (another cost). In terms of the kennel cough, the Embrace representative sent me a link to a website highlighting kennel cough and how to avoid it! As if this is what they base thier claim decisions on! I find Embrace to be a business operating in bad faith. Even though I recently submitted a claim that was accepted, I believe it is only time before they deny something else based on some small detail. Now, of course I am stuck with them, as if I were to leave and find another company I suspect we would be told that there are pre-existing conditions that won't be covered.

I submitted my first claim on my dog in October '09 for surgery to remove two masses that turned out to be non-malignant lipomas. She had never had surgery before. Never had any masses. When I was notified that my claim was being denied because "masses" was a pre-existing condition I was floored - and furious. I had no idea what they were talking about. Then I found out a fragment of a remark made by my vet in my dog's record 8 months earlier (that was partially covered by a photocopy of a prescription), was taken out of context and the claim was denied based on that. My vet was as angry as I was! She wrote a letter to Embrace to appeal the denial. To their credit, I must say, they were very fair in reopening my dog's case and I received an email today from the Head Underwriter of Lloyds of London telling me that she agreed with my vet and I that the claim was wrongly denied. They paid the claim. I am going to keep my insurance with Embrace only because of this. They have proven they will do the right thing, but you - the policy holder - have to stand up for yourself (and your pet!) and fight for it!

We have 2 cockers and have had the experience of both of them going to the vets and having multiple procedures done. Calling for claim forms and how to get them filled out correctly was greatly appreciated. The claims department was fast and handled the claims with very quick service. We are very happy with Embrace and will continue on with them!!