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Embrace Pet Insurance
- Pet Insurance
- Cleveland, OH
About this business
Location details
4530 Richmond Rd, Cleveland, OH, 44128, United States
Get directions| Weekday | Schedule | Status |
|---|---|---|
| Mon | 8:30 a.m. to 8:00 p.m. | |
| Tue | 8:30 a.m. to 8:00 p.m. | |
| Wed | 8:30 a.m. to 8:00 p.m. | |
| Thu | 8:30 a.m. to 8:00 p.m. | |
| Fri | 8:30 a.m. to 8:00 p.m. | |
| Sat | 9:00 a.m. to 1:00 p.m. | |
| Sun | Closed |
Worst ever. Embrace rated number one but after spending almost 2,000 dollars on my new puppy due to BIRTH DEFECTS that were not evident at first but after she was two months old started to surface Embrace is saying it is preexisting and refusing to pay a penny. My vet even wrote a personal letter explaining this and they are still saying not in waiting period and is preexisting. My Vet and I have done and sent everything Embrace has requested. I just cancelled my policy on her. So go with another pet insurance and stay away ... read more
Business response:
We are sorry to hear about your negative experience, Barbie. First and foremost, we hope your puppy is feeling better. We understand how frustrating it must be to face difficulties with your claims, especially with significant vet bills. It’s very important as the administrator of the insurance contract that we follow the terms exactly as written and consistently for each insured when it comes to processing claims and appeals. We want to ensure you understand that your appeal was approved and covered. We recognize that this... read more
This company is outrageous. I gave them one star, but they don't even deserve a single star. I had two policies with Embrace. I never missed a payment on either policy. When my chihuahua, Lucy, got sick and passed I submiited all of the documentation to them. They did not cover or pay ONE CENT. They said it was a pre-existing illness. Lucy passed from a torn heart valve. How is this pre-existing, or anything other than a direct cause of death. They are horrible. No empathy, compassion. They should not be allowed to continue ... read more
Business response:
Hello, Patricia. First and foremost, we are so sorry to hear about the passing of your furry companion. We want to assure you we love paying claims and 92% of our claims qualify for coverage. We are unable to provide coverage for pre-existing conditions, which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Inj... read more
We were paying $102 a month for accident or illness. My Pekingese had had cervical IVDD treated medically for the first time just before we got the policy so I never submit bills for this not covered. I had found a tick in the back of our car where our dog sits a few weeks before she favored a leg then stopped but was extremely lethargic. Our regular vet could not fit her in and the veterinarian who is a top neurologist did. By the time we got to his office, 90 miles one way she was back to normal. Energetic running and walk... read more
Business response:
Thanks for reaching out. This pet’s policy started on 7/8/23 and the waiting periods ended on 7/10/23 (accidents), 7/22/23 (illnesses), and 8/31/23 (orthopedic conditions). Our policy requires a medical review for all pets before we can process an illness claim, so we can determine any pre-existing conditions since those are excluded from coverage. Pre-existing conditions also exclude any related/underlying conditions and/or clinical signs. Gigi’s original medical review was completed on 8/11/23 and an email was sent outlini... read more
I have the same complaint as Joshua B below. Before purchasing this insurance you should understand that pre-existing conditions also includes "clinical signs" according to policy language. This is not consistent with the standard medical understanding of a pre-existing "condition." Any common symptom experienced by your pet within the prior 12 months is denied. When pets get sick they have very common typical clinical signs (vomiting, diarrhea, loss of appetite, fever, cough). This allows the company to deny almost any clai... read more
Business response:
We are sorry to hear you were disappointed with your policy. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end of the Waiting Period for your Pet and any... read more
USE ANOTHER INSURANCE COMPANY IF YOU CAN! For reference, I work in the veterinary medicine industry and think how they handled my situation was very poor. Background: Several years ago, I adopted my cat who already had FIV (feline immunodeficiency virus) prior to me adopting him. Having a veterinary medicine background, I knew that it was risky getting insurance for a cat with a pre-existing condition (the FIV). So at that time, Embrace had a live chat service. I went on the chat to make sure they would cover my cat with FIV... read more
Business response:
Hello Renee, thank you for reaching out. We value your feedback as a member of the Veterinary Industry. We want to be upfront about our coverage and the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions as: 32. Pre-existing Condition(s) means: a. A Chronic Condition observed by you or your Veterinary Provider prior to the end of the Waiting Period for your Pet(s) and any related conditions; or b. An Illness or Injury that first occurred or showed Clinical Signs prior to the end... read more
Watch out! I moved from California (ranked #1 in cost of veterinary care) to New Jersey (ranked #4) and when I notified Embrace, the premium for next year went from $1870 for my two 12-year old dogs to $3200 - a 70% increase. The $1870 reflected the annual increase that I expected as my dogs are aging, but the additional $1300 was due ONLY to a move to another state. Clearly, Embrace was using the move as an opportunity to force me out of their coverage. I have been with them for 12 years and have had one claim. Because I ha... read more
Business response:
Hello *******, thank you for reaching out. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation which includes the increase in veterinary costs. Our premiums are based on actuarial data of all the policies we have in force. Over the lifetime with any pet insurance company you are likely to see very similar trends, it just may vary... read more
I have been trying to get my puppy’s name changed on my policy for more than 3 weeks. Absolutely horrible customer service. Wait times unacceptably long and no response to email follow up on claims that are under new puppy name. I am getting teady to cancel this policy today.
Business response:
Hello R****, thank you for reaching out. We occasionally experience a high call and email volume but want to assure you we recognize that and are always assessing ways to reduce hold times and keep email response times within our typical standard of business. Please know our representatives are working through each call with care. We see your pet's name has been updated and a representative has responded back to your recent inquiry. You can reach out to us at ************ for additional assistance and we are happy to help.
Basically, LIARS. They gave us a payment schedule, subject to change, when we first signed up. The prices didn’t look like they’d go up significantly and we were thrilled to think we wouldn’t be paying a fortune as our dog got older. It has now jumped to over $2000 a year with a deductible. We’re not going to pay that anymore and of course, with our dog being older, we are going to have to pay whatever medical expenses come up. But so far our dog has been healthy and we’ve spent more than $10,000 on this insurance with minim... read more
Business response:
Hello ****** thank you for reaching out. We know a premium increase is never ideal. Premiums do increase over time with all insurance products, and pet insurance is no exception. Some of the factors that impact premiums each year include the age of a pet, tenure of the policy, and inflation which includes the increase in veterinary costs. Our premiums are based on actuarial data of all the policies we have in force and are evaluated each year, therefore we are unable to predict future increases. Over the lifetime with any pe... read more
The past few months I have experienced extremely long wait times, repetitive meaningless emails that give incorrect information about why my claim is being held back, and no accountability from the company on the lack of resolve or communication in the meantime. Prescriptions that I have submitted for years and years are suddenly having issues with refunds, and it’s taking more and more of my personal time to get these issues resolved. I honestly wouldn’t recommend this company anymore, and I used to work for them. ??
Business response:
Hello ******thank you for reaching out. We occasionally experience a high call and email volume but want to assure you we recognize that and are always assessing ways to reduce hold times and keep email response times within our typical standard of business. We see you have been in contact with one of our team members regarding your concerns. We appreciate you sharing this feedback as we strive to provide a a seamless claims experience and are always looking for ways to improve.
Frequently asked questions about Embrace Pet Insurance
How is Embrace Pet Insurance rated?
Embrace Pet Insurance has a 4 star rating with 13,863 reviews.
When is Embrace Pet Insurance open?
Embrace Pet Insurance is closed now. It will open at 8:30 a.m.