I'm a disabled veteran that only used Embrace because USAA endorses it. These people refused to process the claim to put my service dog to rest. It was her 3rd claim ever. This company gladly took tens of thousands of dollars from me over years with no claims then refused to acknowledge or even process the 3rd and final claim that would have resulted in a few hundred bucks of reimbursement. I would never in a million years send another dime to this company or refer them business.

I’m disappointed that I was told my pet was able to get instant coverage if I signed up in the office. I took the offer. At the conclusion of the office visit I submitted a claim to see how it would work. I was instantly denied because coverage just started that day. That is misleading and false advertising. Now on top of that, if I decide to continue with this insurance the condition I took my dog in for would be considered “pre-existing” and she’ll never be covered for it. Turned me right off. I was going to continue after the 30 days free but you lost my trust immediately. No thanks.

Warning to all considering this insurance company. Our 1 year 2 month old puppy sustained and unspecified injury to his right hind leg, most likely during late night rough housing as it was not observed. After 24 hours we brought him to the urgent vet to determine the extent of the injury. With X-Rays complete the vet noted the injury location and signs/symptoms. During the claims process, embrace decided to correlate one symptom, "Limb Lameness" to a disease/illness to avoid paying an injury claim during the first 6 months of the policy. We were the told to reach out to the urgent care to explain Embrace's claim in which they explained back to us our note repeatedly identified this as an injury and would not provide additional documentation because their notes were sufficient. We had this reviewed by Embrace's claim management team and were directed to get a follow-up with our vet and appeal. Another $100+ we have submitted the documentation they wanted. Our Vet confirmed that Embrace's notes did not make sense and the urgent vet notes were sufficient. They completed a follow-up exam and verified no indication of illness at this time. We have canceled the policy and warn all those that intend on using this insurance company. Response to embrace response: The pre-existing conditions policy is used to side step the injury coverage vs illness coverage. Be warned that this company will self diagnose your pet without seeing them regardless of your vet diagnosis to ensure the injury symptoms are covered by an illness. This puts the injury if applicable into the 6 month pre-existing window. For context this injury occurred 2 weeks prior to the ending of the 6 month window even in the event of it being an illness, this company is not interested in taking care of their customers.

It’s funny how on their website, they only put the 5/5 star reviews. I have A LOT of things to say about MetLife Pet Insurance. Just save your money and don’t bother. The worst claims process with continual and sometimes immediate denials for tests and procedures clearly outlined as covered. It you try to appeal, it is crickets. I have an appeal still out in the ether from May that I’m sure I’ll never hear anything about or it will just get denied again. It’s not like I am even going to get compensated remotely close to the over $14,000 that I’ve had to spend on bilateral CCL tears that my dog has experienced, but MetLife wants to tell me that they are an “illness” and not from an apparent injury that my vet documentation and SOAP notes clearly outlines on the very first page.

They have continually not followed through with promises made to me when signing up for their service. I should have realized what they where offering outside of what was in writing was BS but I figured since USAA directed me to them they would be trust worthy. I am looking into other services….. not impressed

The price for the insurance plan I have has gone up so much that it is ridiculous! For what you charge, you should reimburse me within one to two business days. Sometimes I have to wait several weeks and that is not acceptable!

Took out a policy more than a week ago never heard another word. Don’t know if I have coverage or not. Not sure I want to do business with the company who tells me my files and underwriting and they’ll get back to me when they make a decision. In reading through the reviews, this appears to be a very common problem that either you never hear back from them while your file is an underwriting, you do hear back from them and they cancel your policy before it’s even issued for underwriting reasons, or lastly policy just shows up in the mail with no explanation as to why it took so darn long to get there, and you find that the effective date of your coverage is weeks after you applied. This is very poor insurance underwriting to say the least. Wondering what individual state departments of insurance would think of these tactics. Also seems to be a common theme where after you have a claim, even though your policy is still active, they’ll cancel your coverage and then invite you to reapply only to add multiple exclusions based upon prior claims. Update, will give another star. Never heard from them until I got a policy in the mail. Maybe I missed something but in the whole process I never saw anywhere that said there was a waiting period for a brand new kitten that had been to the vet for a vet check prior to purchasing. Long story, short, When I got my policy, it was dated 14 days after I submitted my application. We’ll see what happens when I take my kitten in for a neuter in the next couple of months. I’m still not happy with the lack of transparency, and follow through to let me know that they had received my paperwork and that my policy would begin on a certain date. I’m not holding much hope that this company will pay its claims without a fight. Will update in a few months.

The app is easy to use and easy to submit claims, especially after a recent updates in the past year. Most of my experiences with customer service have been positive. The turnaround time is sometimes slow on claims , I have had issues with a few claims that should’ve been covered, and the price going up significantly in the past year- these are the reasons I am not giving a higher rating

A faster turnaround would have been appreciated

Two policies were set up for the same dog. I called the Nationwide representative twice, left a message at his extension, and never received acknowledgment or a call back. I called the general line a day later, and the situation was resolved. Not using email in this day and age (fax, really?) is ridiculous. If my company didn't offer a discount for pet insurance through Nationwide, I would have gone with another insurer.