I was incorrectly charged for a year-long insurance policy I did not authorize. When I contacted the company, they initially couldn’t explain the charge. Later, they called and claimed the policy was canceled one day late, so they would charge me for that day and refund the rest. However, I had canceled the policy well in advance and did not renew it, so their explanation makes no sense. I even have a confirmation email proving the cancellation was on time, but they insisted it was canceled a day later. The amount I lost was only a few cents, so I’m not overly concerned about the refund (which I still haven’t received), but this experience has completely undermined my confidence in this company’s reliability. I’m deeply disappointed and hesitant to continue relying on their services.

Zero communication during the claim process. Good luck if ther is an issue because they will give you the run around. I have provided the medical records multiple times in the same email thread and seperate medical records email that is on their site.Reconds that were already confirmed there now they can not locate. This has been going on for a month+. Once sending another email you do not get any communication unless you call and it always feels like starting from zero with the rep. I would give them lower rating if I could. After my policy is up I plan on looking elsewhere.

Up loading of info is very slow. Monthly payments and deductible is too expensive. There should be a discount if we have more than one pet under embrace. Seems like an upgrade to claims process is in order.

Your initial evaluation of my claim was inaccurate and poorly done. We had to request a second evaluation of our claim in order for you to pay us half of what we are due.

The website did not work correctly. I got as far as inputting my payment details, but clicking on the submit button didn't seem to do anything. I clicked it several times and I hope it doesn't process that many times. A modal popped up for a split second and then went away, and I was still on the payment entry screen with the submit button still active. I assumed it wasn't working but then I got an email seemingly confirming my submission went through? But I didn't get any confirmation when actually entering payment details so I'm not 100% sure. Overall, this has been a kind of tedious and frustrating process.

Worst policy. They are happy to deny a claim.

I will say that the customer service reps are fantastic. I’ve never had a negative experience when I’ve had to call. With that being said, I’ve had to call them way more than I think is necessary. The turnaround times between filing a claim and receiving the money is ridiculous. I have waited months for my money before. If that’s how long it takes then you need to be transparent about it and not advertise on the app that it will take 3-5 days. I also have had issues with the insurance reps denying things that shouldn’t have been denied, things that were blatantly missed on the forms, and making up diagnoses for my dogs that weren’t present. For example, one of my dogs who has since passed was on comfort care for cancer and for AVN of the hip. They didn’t approve any of his treatments for pain because they put a blanket statement saying it was DJD which was a preexisting condition (which that dog had never gotten any treatment for, it was only one line one time on a SOAP note for a yearly exam). I also had many issues with them delaying payment claiming that my vet had never sent them SOAP notes despite them being faxed, emailed and called about several times. I now get my SOAP notes emailed to me to submit with the invoices because my vet was so frustrated with this company. There are times I’ve had no issues at all but the issues I’ve had have been really bad and I’ve called and had to use my mean voice on the phone (which I never enjoy doing). I get a really good discount through my work so I’ve stuck with them, but when I consistently feel like people are trying to play games with my money and my fur babies I spend a lot of time and energy fighting back. Not trying to be negative, but if this company hopes to improve, I want to give honest feedback on my experiences.

My dog has a problem expressing her anal glands. We've been to the vet multiple times and will continue to do so on a regular basis. The Vet wrote a letter explaining that my dog has a medical condition and that this is NOT a cosmetic, elective procedure. Even after submitting that letter to MetLife, you continued to deny my claims.

🚨 Attention Pet Owners! 🚨

Be careful with Fetch. There is an excess on every condition your pet has that you claim for, meaning you don’t get any rebate until after you have exceeded the excess. In my case it was $200. They also took 2 weeks to even process my first claim and tell me that they approved it but wouldn’t pay me anything as it was under the excess amount. This sort of insurance is only good for really expensive visits like a costly emergency surgery, and even then you need to have the highest covers to get any decent sort of benefit. Other providers have much better coverage and service without the excess.