This profile has been claimed by the business owner or representative.
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 |
Ordered Embrace Pet Insurance on 7/26/24 after lengthly telephone conversation with their Agent's explanation. (60 day cancellation period). The Followup Written Policy was emailed and read unsatisfactory. I immediately telephoned agent "Xena" and was told they would refund both of the 2-part Initial CreditCard monthly amounts: $78.78 Accident/Illness and $52.09 Wellness.... I received their written confirmation which was emailed ,,,, Still waiting for $52.09 "pending" to clear. ....No $78.78 although they claimed on (2) tel... read more
Business response:
Hello B***** we are sorry to hear our policy was not a good fit for you. We do see the refunds have been processed on our end. We do pre-emptively have a long hold time message up as some of our team members have been affected by power outages with the recent hurricane. This is precautionary and our hold times have been averaging well below that. If you do not see the respective refunds on your account, you can email us at *************************************and we can send over the refund receipts so that you can check in ... read more
BUYER BEWARE! Their website states “ No pet insurance company covers preexisting conditions. However, Embrace does distinguish between curable and incurable preexisting conditions. Examples of incurable pre-existing conditions include diabetes, allergies, etc. Curable pre-existing conditions include things like ear infections and undiagnosed vomiting or diarrhea. As these issues can be completely cleared up, they could be covered moving forward if the pet goes 12 months symptom free. We define what conditions are preexisting... read more
Business response:
We are sorry to hear you were disappointed with your policy, ******* We want to assure you we love paying claims and 92% of our claims qualify for coverage. 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 determining pre-existing conditions and processing claims or appeals. Bladder stones are a permanent condition as once a pet has them once, they are very likely to reoccur, even with surgery to remove the stones... read more
Policy was never canceled when I requested it. I told I would be refunded nearly $1,600 as they had a record of me calling to cancel; was told a would receive refund in 2-3 business days. 3 weeks ago and still have not received it. Called last week and they said they were “working on it.” Very frustrating. I doubt I will ever see my refund despite numerous calls and confirmation emails.
Business response:
Hello ****, thank you for reaching out. There can be a small delay to process backdated cancellations. We see your refund has been processed. If you do not see it within 2-3 business days, you can reach out to us at *************************************and we can provide you with a receipt to follow up with your financial institution.
Horrible customer service. The claims process is riddled with mistakes and delays. They do not review claims, just deny them. Their is now way to dispute decisions, correct errors, or communicate with the company (no email, phone wait times are excessive, not dispute process for claims). This company is a fraud! I am changing my dog to a different company. I recommend everyone else do this as well!
Business response:
Hello Rob, we are sorry to hear that. We do pre-emptively have a long hold time message up as some of our team members have been affected by power outages with the recent hurricane. This is precautionary and our hold times have been averaging well below that. We can be reached at 800-511-9172 or you can email askclaims@embracepetinsurance.com for claims related questions or hello@embracepetinsurance.com for service related questions. You can also send a message to our team regarding a specific claim via your MyEmbrace portal... read more
I would not even give this company 1 star. They find any reason not to cover your claims. They do not inform you by mail only email ( which we know can be lost in spam files) that your premium is going up or that claims are being denied. My pets were insured with them for only one year and my policy increased by 50%. I have never seen such price gouging by a company not to mention all the aggravation of getting my claims paid. I had to file 2 appeals in one year. I would never recommend this company to anyone.
Business response:
We are sorry to hear you were disappointed with your policy, *****. We strive to be upfront about our primary communication method and coverage, including the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions: 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 ... read more
I would not even give this company 1 star. They find any reason not to cover your claims. They do not inform you by mail only email ( which we know can be lost in spam files) that your premium is going up or that claims are being denied. My pets were insured with them for only one year and my policy increased by 50%. I have never seen such price gouging by a company not to mention all the aggravation of getting my claims paid. I had to file 2 appeals in one year. I would never recommend this company to anyone.
Business response:
We are sorry to hear you were disappointed with your policy, *****. We strive to be upfront about our primary communication method and coverage, including the exclusion of pre-existing conditions which is defined and agreed upon in our terms and conditions: 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 ... read more
Waist of money - cat got sick and went to vet who found something stuck in their throat and pulled it out. I never saw a dime back. If you want a lot of annoyance in your life go ahead and sign up for this pet insurance. you will never see a refund for anything. What you will see is very long emails explaining why you will never see a dime.
Business response:
Hello ****, we are sorry to hear you were disappointed with your policy. We see your claim was eligible for coverage, however the policy deductible would need to be met before reimbursement begins. Should you have any further questions, give us a call at ************ and we are happy to help.
I don't normally write reviews, but I switched to Embrace from Lemonade based on some online comparisons, and hope I can save others the trouble! During the time I had Embrace for my two small dogs, I filed three claims, and had issues with all of them that required me to make multiple follow-up calls and emails to both my veterinarian and the company. They erroneously cancelled a wellness claim for my one dog, filed another wellness claim erroneously as a medical claim, and the last straw was when they refused to cover an e... read more
Business response:
We are sorry to hear of your frustration with the claims process, Antonia. In order to process an accident or illness claim we do need your pet's complete medical history on file as our terms and conditions state: Part II – Conditions 8. By purchasing a policy, you give us permission to gather all medical history for your Pet(s) from all your Veterinary Providers as we deem necessary. The medical information must contain detailed Veterinarian examination findings and must be made available to us for review to satisfy the exa... read more
If I could give less than one star, I would. They will take your money every month and give your pet nothing in return. Even if your pet was misdiagnosed, as mine was, even with documentation from the vet, they will hang onto the original misdiagnosis so that they don't have to pay. And even with documentation from the vet, they will then want an additional LETTER from the vet to further prove the misdiagnosis. Even if, before you sign up and you talk to them on the phone, to find out what is and isn't covered, they will tel... read more
Business response:
We are sorry to hear you were disappointed with your policy, Lisa. 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 a... read more
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.