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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 |
If I could leave zero, I would. This organization is a sham. My nine-month old yorkie puppies are babies. I uploaded all their vaccine histories and spay/neuter records. They don't have a medical history other than that. Last Friday, I had to take two of them to an ER vet because we suspected they swallowed Tylenol. They had to stay at the ER Vet all day and follow the poison protocol. I uploaded the receipts/filed claim from that visit, which triggered more than 15 auto and human-generated emails from Embrace, mostly about ... read more
Business response:
We are sorry to hear of your frustration with the claims process, Lucy. 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: 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 examination requirement in ... read more
Useless insurance company that will go out of their way to consider everything a pre-existing condition and deny coverage on a healthy 1 year old animal. Look elsewhere, or just skip the insurance altogether because they all collude.
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
Claims take forever to be reimbursed. They’ve reached out to a vet my dog has never been to for records. I have to constantly call to see what’s going on with claim or correct their mistakes.
Business response:
We are sorry to hear of your frustration with the claims process, *****. Although we try to process claims as quickly as possible, sometimes it can take longer to process the first accident or illness claim as we gather your pet’s complete medical history. Obtaining medical history is a process we are continuously working to improve. We work directly with your vet to gather any additional medical records needed to review your pet’s complete medical history and we copy you on any email request to keep you in the loop. The goo... read more
I'm writing to express my deep dissatisfaction and frustration with the services provided by Embrace regarding my pet insurance policy for my Goldendoodle dog. It is with immense disappointment that I cancelled my pet insurance policy with Embrace today. Over the last 3 years of being a loyal customer, I have submitted numerous claims for my pet's medical expenses as outlined in the policy. I have been with Embrace since my puppy was 2-months old and she just celebrated her 3rd birthday. Regrettably, not a single one of thes... read more
Business response:
Hello *******we are sorry to hear you were disappointed with your policy and have since cancelled it. We strive to be open and honest about our policy coverage and exclusions which is outlined in the policy terms and conditions: If an exclusion applies, we will not provide coverage under this policy and you will not be reimbursed for any cost of Treatment you have paid for. While this is not a comprehensive list of things we do not cover some major things include Pre-existing Conditions and Preventative Care. The full list o... read more
My cc on file with Embrace did not go through and I missed a couple of payments payment. No courtesy call to inform me. I called to submit my payments and reinstate. They first checked if they could reinstate, then took my payment and told me the policy had been reinstated and asked me if I needed anything else. Since I noticed the premium was higher, I inquired if it had increased. After the customer service lady checked about the increase she told me they won't issue new policies for pets over the age of 5. I understand th... read more
Business response:
Hello O*****, we are sorry to hear that. As our terms and conditions state, By accepting the terms of this insurance as evidenced by the payment of premiums, it is agreed that, unless otherwise notified by you, all documents, notices and communications regarding this policy, other than documents required to be delivered by another method, may be delivered to you by electronic mail using the email associated with your account. It is your responsibility to keep your contact details including email address current and correct. ... read more
I submitted claims for my two dogs. I was approved for coverage for both claims. I never received the checks in the mail. After a month of waiting, I emailed and never heard back. I called and was told they would open a case on it and again, I never heard anything. I sat on hold for 45 minutes for the claims personnel and could not get through. So I decided to try the sales line (not surprisingly, that line was staffed and someone answered immediately each time I called). However after requesting not to be put on hold again,... read more
Business response:
Hello, Stephanie. We are sorry to hear you had a negative experience. We do have one department who services policies and one department which assists in setting new policies up. Since they are separate departments the hold times can vary. We have been experiencing a high call and email volume lately in servicing policies, but I want to assure you we recognize that and are taking steps to reduce hold times and get email response times back to our typical standard of business. We do see a team member has followed up with an u... read more
My cc on file with Embrace did not go through and I missed a couple of payments payment. No courtesy call to inform me. I called to submit my payments and reinstate. They first checked if they could reinstate, then took my payment and told me the policy had been reinstated and asked me if I needed anything else. Since I noticed the premium was higher, I inquired if it had increased. After the customer service lady checked about the increase she told me they won't issue new policies for pets over the age of 5. I understand th... read more
Is a negative 5-star review possible? How this company is legally allowed to do business I have no idea. They first denied a claim for Giardia for my puppy saying it was a preexisting bowel disease even though it was confirmed 100% Giardia from the Vet which is from drinking contaminated water, nothing preexisting, and then my dog hurt his leg the Vet told me he tore his back knee which they denied that saying it was preexisting even though he has only been to one Vet and there is nothing anywhere in the record of any issues... 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 Pe... read more
I just canceled my insurance with Embrace. I added my chiuahua to the policy and they request medical history. Unfortunetly her medical history is in Spain so it took a while to get it and when I finally received it and sent it to embrace months later it apparently wasn't enough. They then requested vet "SOAP" notes of the exam. This wasn't mentioned to me before I spent months attempting to obtain this record. I decided to cancel our membership and they only gave us a prorated refund althoug they did not provide any service... read more
Business response:
Hello *****we are sorry to hear you were disappointed with your policy. We checked in on your account and your claim has now been processed and was eligible for coverage. You can view the results as well as a note from our adjusters via your MyEmbrace account. We are sorry to hear you cancelled your policy, but as the terms and conditions state a pro-rated refund would be issued after the first 30 days. If you have any questions, please give us a call at ************and we are happy to help as we can.
Frequently asked questions about Embrace Pet Insurance
How is Embrace Pet Insurance rated?
Embrace Pet Insurance has a 4 star rating with 13,864 reviews.
When is Embrace Pet Insurance open?
Embrace Pet Insurance is open now. It will close at 8:00 p.m.