They used to be super great prices were reasonable but suddenly $100 increase on one dog after my other dog passed away. The started punishing me for having used the insurance. They claim its new state writings but i call BS. My dog is 8 years old and insurance for just her is $200 a month. If i were you i would check with trupanion instead. I cant switch because my dog had pre existing conditions but if i could i would. I also will not ever use this company again for my cat or any other animal that becomes part of my family.

We adopted our dog on March 21. Since then we have paid almost $700 in monthly payments and the $250 deductible. This week, we received an email saying that a claims adjuster felt it might be "a good idea" to review Wilda's vet files. Lo and behold, he or she found two "pre-existing conditions." (I will take this up with our vet tomorrow or on the weekend.) Why did it take almost four months for Embrace to review files it got soon after we adopted Wilda Lilly? And after we had paid so much money? Now we are told that she will not receive possibly needed services... This is truly unprofessional. I am probably going to write to Embrace's CEO--as well as advising the medical director of our vet clinic to urge her staff of eight (going up when the clinic expands) to not recommend Embrace. My neighbor's dog is covered by TruPanion and has not experienced any issues like these...

Your pricing definitely wasn’t clear and your customer support wasn’t helpful. We had an emergency and expected a lot more of you and only saved a small portion. It’s not worth the premiums I pay every month.

Filing the claim was easy & fast. Our account now has upper limit for reimbursement. This claim was for >$9,000 to cover tests that diagnosed Chumley with terminal pancreatic cancer. I believe Embrace will reimburse us the balance of his available coverage, about $400. We will have to rethink renewing our Embrace Insurance.

WhIle Embrace in general has been a decent insurance, a recent interaction has lowered my opinion. I was disputing the lack of coverage for a medical test. It was argued that the test was not covered due to pre-existing. However, the test in question can be used for several conditions, not just the one they are not covering. The agent continued to argue with me that it was not covered because of the pre-existing condition. I even asked if it would help if my vet provided more details as to why the test was run. The agent just continued to argue with me. Several emails later, he FINALLY offered a way to appeal. That offer should have been made when I first asked about providing additional information. Very poor interaction and bad customer service. Not what I have come to expect for Embrace.

I submitted an initial claim by email on July 15th for two visits. Their website says most claims are processed with 5-10 day with some taking longer. After about 10 days I received word that some of the documentation was unreadable so I resubmitted using the documents using their app. On July 29th I submitted A 2ND CLAIM for additional expenses through email. Checking their website I saw that all the documents have now been lumped into ONE CLAIM. This was confirmed by the customer rep I spoke with. She additionally said that I could be waiting for 30 days for payment of the TWO claims. Their processing time is not what they say and has been getting long through the years.

My cat's policy was cancelled simply because I got a new credit card — and PHI has no way to update payment information online. The only option was to call, but every time I tried, it was outside their limited business hours. As a result, I was told I had to start a new policy from scratch, pay a $40 registration fee, and that my original $36/month rate was not guaranteed. All of this could have been avoided with even the most basic online account tools, which every other modern provider offers. Customer service was unhelpful and rigid, showing no concern for retaining clients. I’ve now switched to a provider that offers proper digital support and flexibility. Would not recommend PHI Direct.

You need to be very cautious when signing up with this company. I canceled my policy seven months ago, but unfortunately, they have continued to charge my bank account all this time. I only noticed today. Even though it’s partly my fault for not keeping better track, I called the company back and they told me they have no record of my cancellation. I canceled this policy after paying them for nine years because whenever I needed coverage, they wouldn’t cover anything, despite me having full coverage. Your pet has to undergo surgery for them to cover even basic expenses. This feels like a huge scam, so please do not work with these people. Additionally, I would like to highlight the very poor customer service. Every time I called, it took at least three days to reach someone who could help fix my issue. Unfortunately, I found that I was never able to resolve my problem because the representatives seemed more focused on taking my money. If you encounter an issue, good luck getting it resolved.

Save your money, for what the premiums are and what they actually pay, you are better off putting that monthly premium aside to cover future care, you are going to have to pay it anyway, because the coverage is awful.

Insurance SUCKS And Is Only a Win For The Company! The Ultimate Plan Is Garbage! I Don’t Know If Any Of The Plans Cover Vet Visits. I Am Very Close To Dropping This Plan 5 Months Early. Just Submitted a Vet Visit Claim But Pretty Sure, Nothing Will Be Covered If Any. And My Monthly Payment Is $124. Time To Do Serious Homework For a Better Plan. I Just Paid $242.51 And If Nothing Gets Covered, I Will Drop Them. The Best Plans Are Those That Cover Vet Visits. BANFIELD Is a Good Supplement With This Plan But This Plan Is Expensive. However, They Will Cover Illness/Injury Up To $1,000,000 But After You Pay Out An Initial $500. If Your Pet Is Seeing a Vet Weekly Or Even Monthly, You Need Insurance That Covers The Vet Visits. Do Your Homework. I Might Keep This But Will Have To Add The BANFIELD Plan To It Till This Expires. They Do Have Added Vet Coverage For An Additional $30 Or So But You Have To Wait For Enrollment. I’m Just Mad That When I Purchased It, They Did Not Tell Me My Vet Visits Were Not Covered. My Main Concern Regarding This Plan Is Their Awful Lack Of Paying Claims! Obviously, They Don’t Care About The Pets Or The Customer. They Only Care About The Money. That’s Fine, Cause Like I Said, I’m Done If My Claim Is Not Covered In Some Way. I Just Wish I Had Searched Reviews On Trust Pilot. Their Reviews Are God Awful! When You See That, A Picture SPEAKS A THOUSAND WORDS! AVOID AT ALL COST! You Are Better Off Just Opening A High Yield Savings Account For Your Pets Vet Bills Rather Than These Crooks!