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The staff has been very helpful showing a great deal of concern and compassion. I wish human insurance companies were as responsible. Illness and injuries are hard enough to deal with without the struggle of dealing with forms and repeated phone calls. Embrace assists you through those times with as little problems as possible. When I filed a claim, they were prompt in responding. I would recommend this company highly.

I have a puppy who chewed something and ended up being hospitalized overnight- It amounted to $600.00In their policy, ingesting foreign objects is covered under accident- Pets Best is requesting medical records which certainly is there right to do- HOwever, when I spoke with customer service as to the reason, the representative didn't know, but stated to me perhaps it was because my puppy has a behavior problem, because she chews lots of things- She is a puppy- puppies chew alot- when I confronted her, she said that she didn't know the reason, and she was giving me an example of why they are requesting records- the issues are 1) you should be able to know exactly why the company is requesting records 2)This was not a large claim- I am concerned that this is a stalling tactic- I haven't received the outcome, but the issue is that is pretty clear cut- Imagine what would happen if this was a larger bill- I read other reviews, yes, the customer service representative is polite, and they are receptive, but the company should be able to tell you exactly why they are delaying your claim and requesting records- I read another poor review that involved an accident with a puppy- perhaps puppy owners should find another company- and I'm hoping that I will be able to change my review, after they receive the records- I have called the President of the Company as of today- I am a mental health professional and have worked in the insurance business- again, my issue as of now, is that I should know exactly why my claim is being delayed- and if it truely is because puppy chewing is considered a behavior problem than most puppies in the country have a behavior problem- I feel that I am in a tough situation, I am inclined to go with another company- as I just was apalled and when the representative stated that it might be because my puppy has a behavior problem- but If I drop them, they most certainly will not pay the claim- I have called the President - he gives you his cell phone- which is nice- and hopefully he will have more information and I will get my claim paid- and hopefully sometime soon I will be able to amend this review- however, the company truely needs to tell you exactly what is going on and why medical records are being requested- not guess-

Warm regards always accompany all Embrace corrrespondence along with their wonderful reimbursement checks!

Just imagine that your own Blue Cross or other health insurance would pay for a condition until the annual renewal date of your policy, and then claim that your illness was a "pre-existing condition" (they claim that each year is a completely new policy!), and refuse to pay further. That is exactly what Hartville/ASPCA does with your pet insurance. In addition, they only pay 80% of the fee allowed in their own "fee schedule," which you bet your life is lower than what your vet charges you. Who would even think to ask these specific questions when enrolling? This company's advertising is misleading. They are unethical cheats. I gave the a rating of "1" only because there is no Zero option.

I submitted two claims for my puppy Casanova. Embrace was prompt to respond to my emails and also return my phone calls. Their explanation of benefits was spot on and the coverage amount was EXACTLY what I had calculated. The process took about 15 business days from the day I submitted my claim form and invoice. Since it was my first claim, they took their time to review all information. During the entire process, they kept me informed of what was going on. Even though there was a confusion with one of my claims, they redid the whole thing after I explained to them. This is the first insurance company I've used and I am extremely satisfied with them. I hope they maintain the high standards in the time to come. Cheers!

I bought a policy that included pet wellness for our two new cats. All of the claims were paid within 15 days of faxing them in. Now that the series of shots are done, I emailed and asked that our policy be reduced to just accident and illness. Communication has been easy and all promised costs have been paid. I am extremely happy with Pets Best.

We lost our two beloved dogs about two years ago, it took about a year to decide to get another dog. When we got Bonnie we decided that it was very important to get pet insurance. The illnesses of our two dogs had cost several thousand dollars, so we wanted to be better prepared this time. We looked at several policies and none seemed as good as Embrace. Embrace has handled every claim promptly and professionally. Every staff member I have dealt has been extremely nice, courteous and helpful. All in all the best insurance company. My own health insurance company could take a lot of lessons from Embrace.

This pet insurance does not cover chronic conditions that manifested in the previous year into the new policy year. They treat it as PRE EXISTING!! I had a 11 year old samoyed who developed kidney disease and when the policy renewed they no longer covered any of her bloodwork, medications, etc. and I was basically on my own as far as vet expenses were concerned. If you are not worried about that take the policy BUT you will regret it.

I was a former subscriber to VPI and was concerned about changing even though I was displeased with VPI. I couldn't be happier with my change. The customer service is great and responsive and reimbursement has been easy and prompt. I have been impressed with their email notification. Prior with VPI I would have to have letters written from vets to have things covered and then would have to resubmit which was an effort to wear me down. This company works with the pet owner not against you. I would reccomend them without hesitation.

although i wish annual and drugs were included in my plan, i feel embrace is very professional and they had good communication with me throughout the process of claims.