I signed up when my dog was a puppy 13 years ago. Premiums have increased steadily even though she has been relatively healthy. Now that she turned 13, they are effectively forcing me off coverage by increasing the premium to $4,000 for a $1K deductible and $10K limit. If I reduce the limit to $2K, my premium would only drop to $2K. With a $1K deductible, that means I'd have to pay $2K to get $2K * 90% coverage only if I encounter $3K in costs. I've already opted out of rX and exam fees. I started coverage as a puppy to be able to have coverage throughout her life. To have paid them sizeable premiums for 12 years and to be forced out now that she is old is REALLY upsetting. Their claims process is smooth and easy and I have recommended them to many over the years, but right now I feel like they are just like every other cold-hearted insurance company.

We have been faithful to submit every claim on time, but ONE time, the website was not working and it wouldn’t allow us to submit. By the time we were able to, it was “outside the window” of allowance and our claim was denied. Incredibly frustrating. No flexibility. We will be dropping our pet insurance.

I have to constantly resend invoices and additional info for a dog that they have insured for over 6 years and who has documented renal disease. Also raised my rate from $50+ a month to over $80 a month with no upgrade in services

Slow response 20 minute wait I hung up & going to another insurance co This company getting worse over the many years I have been loyal Bye

Great until my cat got old. I've been with them years, my cats been often sick and they were very helpful. She's been expense but it's never been more than 1500- 2000 a year out of an 8000 a year plan. We've had bad vets since the COVID so that's been costly. Now she's a senior and they raised my rates to $185 a month, from $75 month last year. I get it, they have to make money on every cat. But it's cruel to throw this boomerang on me after being supportive for a decade. She's full of life, has a thyroid issue and allergies. The hard thing is that they were reliable and great until now...and now they are socking it to me. So why help us keep our pets healthy and living long if you don't want to insure their elder years...what's the point? Lakshmi is an expensive cat, but if your are in the insurance business, occasionally you don't profit on a customer. I have to pray on this one. 7/11. Thank you for your reply below. As I said, I understand that this is a profit making business...and Embrace did help me, and insurance rates do go up. Thank you for financing my cats well being. But generally, whether it's rent or health insurance, heating costs, rate increases of necessary services related to fundamental survival in amounts that exponentially exceed any possible increase in an individual's income are certainly gossip worthy and reflect a certain kind of thinking in the organization that does it. Anyone who invests in pet insurance considers their pet family, and are vulnerable to warm fuzzy branding..and promises of a free ride. So, it's good for people to know that they will be locked into something that can bite them back. Like the health insurance companies who were dumping those who had cancer in the 1990s before Obamacare. Pet insurance isn't mindfully regulated yet. It will take a revolution. and the vet technologies have outpaced the wisdom of those who use them. Sneaking in that midyear rate increase in March as not being a policy renewal was a little sneaky too but like a bad marriage you are stuck with we will go on, even though it's really a dangerous financial predicament I've ended in with Em brace. Certainly gossip worthy indeed And just for the record, on my part I always negotiate the rates with the vets I work with, in an attempt to keep this all reasonable. I never exploited my insurance.

"competitively" priced (others were more expensive)

Items were not covered that should have been from the conversation I had when I signed Sophie up for the insurance.

Turnaround time on claims and mobile app

ENDLESS requests for revised paperwork since they stall on reviewing your claim and then say they need ‘new’ doctors notes. All this for an allergy shot reimbursement. God forbid I have an actual large bill to review. They will stall for months and most likely deny. I am going back to Lemonade, this is a joke.

Claim submission system is terrible. Constantly locking up in last phase of processing claim and have to start all over again. Issue has been going on for months.