Filing is difficult as I have been asked to provide records other than a detailed receipt from my veterinarian

I had a disappointing experience with this pet insurance company and expected better support for my pet’s needs. I wouldn’t recommend this company.

Update 4/29/2036: response to MetLife Pet Insurance Had you responded and made the correct determination the FIRST TIME this review would not have been necessary. As such, since this has happened EVERY SINGLE TIME I'VE SUBMITTED A CLAIM, I will not change my rating on TrustPilot. It's clear, after reading so many other reviews with the same exact experiences I've been subjected to, your method of reviewing claims needs a serious overhaul and your claims examiners need better training. Get your act together before you go out of business from all of the bad reviews. _________________________' Every time I submit a claim it's denied. I call and customer service says I'm right and the supervisor agrees and says it will be sent back to claims. It takes 3-4 calls just to get a claim approved. The first time they denied it THREE TIMES because my vet erroneously put the date of a grooming on the invoice along with the sick charges. The grooming was prior to the policy effective date and why moron knows grooming isn't covered. BUT, THEY WERE TOO STUPID OR LAZY TO LOOK AT THE DATES OF THE SICK VISIT, WHICH WERE VALID! CUSTOMER SERVICE SUPERVISOR agreed with me on all THREE CALLS. I FINALLY GOT PAID AFTER A MONTH. This time I was denied AGAIN for a sick visit. They approved the fecal exam and the medication but denied the vet visit which makes NO SENSE. They sent an appeal form after the second customer service rep told me I didn't need an appeal and shouldn't have been sent one. If you look on line there are many, many people that have had the same exact BAD EXPERIENCES that I've had.Multiple re-submissions and phone calls. One person wrote that he's covered for dental cleanings and they DENIED THE CLAIM SAYING IT WAS A PRE-EXISTING CONDITION BECAUSE THE DOG HAD PLAQUE! WHY ELSE WOULD YOU NEED A DENTAL CLEANING?

I've been a loyal customer with your company since my dog Figo was a puppy—he’s now six years old. Until now, I’ve never had to file a claim, but during a recent emergency vet visit, I reached out to customer service to explain the situation and ask whether diagnostic services—such as consultations and further review of x-rays—are covered under my plan. Unfortunately, my interaction with your support team left me feeling even more confused and unsupported during an already stressful time. Rather than addressing my actual question, the representative repeatedly emphasized that a claims adjuster would need to review medical records to determine coverage. I completely understand the need for a formal claims process, but I wasn’t asking for a guarantee—just general clarification about whether those services typically fall under my policy. In a moment when I was overwhelmed and trying to make informed decisions for my dog’s care, I felt there was a real lack of empathy and basic guidance. It wasn’t until I asked for clarification a third time that the representative finally mentioned that our plan does not include office visit or exam fee coverage—which was part of the information I was looking for. However, they never addressed the other part of my question about diagnostic coverage for the radiologist review of x-rays. I understand that you can’t guarantee coverage without a full claim review, but I expected a more informative and compassionate conversation—especially when all I was seeking was general clarification to guide my next steps for my pet’s care. Instead of helping me feel supported, the conversation made me feel like I was a nuisance for even asking, which was incredibly disheartening. As someone who has been paying into this policy for years and trusted it would help me in a time of need, this experience has made me seriously reconsider the value of this coverage and the quality of customer support.

I signed up when my puppy was 7 months old and had an injury. I understand pre-existing conditions however after 2 claim denials I am better off saving the money. They do not make it easy. I would highly consider other companies. I asked around and was told about the denials but thought I would try it out.

I canceled my subscription months ago and they continued to charge me. I called to talk to them and they wouldn't refund any of back payments they charged me.

I was unable to sign up my new puppy using your website. It wouldn’t let me put my information in 2 of the boxes. Had to have someone call me to sign her up. Love the coverage & response time for paying claims.

The worst experience I've ever had with a company. After being a 10 year loyal customer to 24PetWatch - they moved my account without my approval to Hartville who then debited my account without my approval for over $3,900, more than 6x what I had been paying. They then refused to return the full amount to me. Completely unethical.

Incredibly disappointed in how a presurgical exam, which is required for neuter/spay was denied as it is considered a preventative exam and therefore counts as a wellness exam. So if your dog received an annual exam within the same year it will be getting spayed or neutered, know you will have to pay for that out of pocket.

Terrible Experience – Avoid at All Costs! I signed up for Embrace Pet Insurance thinking it would give me peace of mind, but instead, it’s been a nightmare. For five months, they charged my credit card without ever reviewing my pet’s health history. Then, when I finally submitted a claim, they denied it due to "pre-existing conditions"—conditions they never even asked about when I enrolled! How can an insurance company take your money for months without verifying coverage eligibility? It feels like a scam—they happily collect premiums but refuse to pay out when you actually need them. The worst part? Their customer service was dismissive and unhelpful when I tried to resolve the issue. If you’re looking for real pet insurance that actually covers your pet, look elsewhere. Embrace will take your money and leave you high and dry when it matters most. Waste of time and money.