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I have had the insurance for 3 months, and the customer service has been atrocious. Getting insurance coincided with quite a few vet visits. I have filed 3 claims over these months, and the first one took over a month to process. The other two still haven't been processed (it's been almost 2 months since I filed one of them). When I've emailed them, it has often taken 4+ days for them to respond. Over text as well, they have been super slow to respond. And let's not even mention chat, sometimes I click to connect and it takes over 30 minutes for a rep to respond. I hope the coverage will be fine, but so far it's been super frustrating dealing with them.

Answered my questions quickly and accurately while I was in an emergency situation with my pet. Compassionate towards my current experience at that moment.

I learned about and purchased Pets Best for my dog and cat because I work for Farmers Insurance, and they have partnered with Pets Best to better serve our clients needs and offer this added protection. Working in insurance, I know it's something you expect to pay for and hope to never use. I never expected my dog would be diagnosed with osteosarcoma (bone cancer) less than six months later. :( I submitted the claim and they got to work on it within a few days. Unfortunately, to no fault of their own, my primary vet took quite a while getting vet records to me, which delayed the claim. But every time I called or emailed Pets Best with questions, they were easy to reach and very friendly. My claims have been paid promptly and correctly for my policy. I had my reimbursement within about 4 or weeks of filing it, but over two weeks of that was due to my vet delay. Assuming this kind of treatment continues, I plan to have every pet insured with them for life. Thank you Pets Best, truly. My dog wouldn't have received the aggressive treatment without this policy. Forever grateful for that!

Very difficult to end my policy, still not done....no certified person is available or calls back

When adopting my 9-month old male kitten, I thought it would be years before I would have to deal with serious pet health issues. But life rarely goes according to our plans...and I am so grateful to have signed up for the Trupanion pet insurance that my veterinarian had recommended. My kitty was in and out of the emergency pet hospital for a week with multiple urinary obstructions. It was a gut-wrenching few days, but with good insurance coverage and the ability to submit claims directly through my vet providers, a huge weight was lifted off my shoulders. I could get estimates of coverage and know what was approved immediately. I felt that I could make better decisions for the treatment of my kitty...without the added stress of worrying how much it was all going to cost in the end.

Our young Swissy did something to his throat, probably scratched it on a chew. A lump appeared just behind his jaw, and quickly swelled to the size of an orange. He was drooling and miserable, and one vet of the two we saw (our usual vet was booked solid the first time) put him on antibiotics and did a pathology test to rule out more serious possibilities. Turns out it was an active lymph node doing exactly what it was supposed to: containing an infection and trying to fight it off. In the meantime the exams and tests and three rounds of antibiotics ran up into almost $1000 all together, but Embrace paid us back for 80% within two weeks of me giving the forms to the vets to fill out. The delay was only because we'd ended up seeing both vets for the issue and one took a little longer to get them all the info they needed. Embrace sent status updates on each reimbursement when they received the paperwork, when the claims were approved and checks mailed. Checking into the website was simple and straightforward, and the checks showed up just when we thought they would.

I have used other Pet Insurance companies and have found Embrace to be the best. They are usually quick at reviewing claims and direct deposit my reimbursement.

Excellent customer service... could not be happier with how the call went!

I am very pleased with the competence and attention in your claims dept BRAVO! I ahem recommended a number of my pet sitting clients and friends Pets Best! Just hoping my rates will not increase! Thanks for being such a honorable company, & putting your customers first!!:)

We had 2 dogs insured. When the first Doberman was diagnosed with a heart condition, Trupanion stood by their word to cover the illness until he passed. When our other Doberman ate a dog toy and cost us over $5000 (which was a negotiated rate from $8100 directly with the vet) to have it removed, then have complications to then have to go back in to save her life, we were seriously strapped for money to pay the first bill. We got her covered after that expensive hospital stay in case it happened again, which it did 3 years later. This time there were too many complications due to the first obstruction surgery 3 years prior. She didn't make it out of the hospital. The comfort of knowing the Trupanion stood by their word and cover what they say they will, made it easier to make decisions based on the health needs of our dog, not on how much it was going to cost. In the future when we get another dog we will insure him or her the first day we get her. We wish human insurance was run the way Trupanion runs the show.