As easy as embrace is, it’s also extremely tough. I need to resubmit an invoice for a claim and have no way to do so except print the invoice (not convenient) and then take a photo of said invoice. Instead of uploading that file that’s already available to me b/c I only have the option to upload photos. I tried a screen grab and apparently that wasn’t clear enough. And that’s only on my phone. Because my laptop I don’t have access to my account at all. The website works fine until I login and then the screen goes blank. So what’s meant to be super easy is actually unnecessarily hard. Then I don’t have access to any customer service. I can’t talk to anyone but a bot that sends me the same resolution on repeat regardless of me saying it doesn’t work.

I adopted 2 puppies. Prior to picking them up I researched 5 pet insurance companies. I decided to purchase Embrace as the customer reps. we're fantastic on the phone . They answered my questions. I made an apt. With my vet. fot 3/18/25. I picked up the pups and a few days later I called Embrace to ask when the effective date of the insurance would begin. I was told immediately on 3/18/25. I explained they had a well checkup that afternoon. They assured me the visit would be covered. Later that morning I received an email with the policy info. This stated the effective date was 03/20/25 not 03/18/25. I again called back and was asked to hold on so the rep. could double check. She came back on and explained the wellness portion was effective 03/18/25 but the illness and accident portion begins 03/20/25. I bring them to the vet. I make a copy of vet receipts and email to Embrace. Next day I receive an email They cannot read vet receipt as it is blurry. Really I can read it. I call them, they ask me to repeat make another photo and email it. I do so. Then they send me email that coverage does not begin until 03/20/25. Therefore denied. I believe this is a scam. I have emailed them again requesting to cancel and refund of $254.00. No response. Do your due diligence before chosing pet insurance.

I adopted 2 corgi puppies I spent 3 days researching pet insurance companies. I chose Embrace as the customer service reps were kind and appeared to be knowledgeable. I wanted insurance that wad to begin immediately. Even though embrace wad the most expensive, I was told it was effective immediately. I had already set up apt. With vet for 03/18/2025.,that same day. When I was emailed policy I noticed date effective was listed as 03/20/2025. I called and was put on hold. I was told that the wellness exam begins immediately but illness and injury begins. 03/20/2025. I copied vet bills and emailed them to Embrace. Next day I receive email stati g bills are not clear. Really I can read them. I took another photo of bill and emailed. Today I receive email stating since insurance is not effective until 03/20/25, insurance will not cover wellness. I am paying extra for wellness for both dogs. It appears agents are kind but do not know what is covered and when it begins. This is a scam. I wasted time and am truly aggravated. Do your due diligence before closing any pet insurance. I have requested they reimburse the $252.00 billemy visa. Awaiting responce.

Did not accept breeder code si had to contact support directly to get refund. That was handled very professionally and quickly

Very Upset, Typical Insurance company, trying use pre-existing condition to get out of paying for tooth extraction when baby teeth didn't completely come out and needed removal. We left Trupanion to come to this company based on reviews, only to be let down.

After receiving negative reviews, it seems this insurance company has started posting fake reviews to improve its image and make it appear more professional. This behavior raises serious concerns, especially since, whenever a negative review is posted, they immediately begin posting multiple positive reviews every day—like March 18, March 19, March 20—from people who claim to be satisfied with their service. This pattern suggests that the company may be trying to manipulate its reputation, which only adds to the suspicion that it could be a scam. Pet owners should read the negative reviews to understand the truth about this company, what it’s really about, and the kind of service they provide. Often, these reviews offer a more accurate picture of the company’s practices and how they handle customer concerns.

I had been on a yearly payment for the policy for my dog. As soon as they billed me in full, I called and asked if I could change to monthly payments. I was told yes. A week later, Alicia left a text in our old chat on their website that I wasn't even aware she had done to tell me they would not refund the money. Not even an email. I don't appreciate being told they would do something, and then they renege.

App sucks...I have a pop up that asks me to complete tasks. I have done this, but the opo up remains on my screen obstructing my ability to view abd use the app.

I am very disappointed with this insurance. My rate went up 49% bec of inflation!! Yet the $250 walk in the door fee to your vets was not increased. If you choose to get your pets teeth cleaned, it will not be covered bec you have a $750 deductible. You are literally paying $1200 for the "if" your dog gets sick. Don't forget you will only get reimbursement for 70% of your claim after the $750 deductible

Absolutely everything is a "pre-existing condition" even a tummy upset aka colitis. Wouldn't even apply the vet bill toward our annual deductible. This is the worst experience. You think you're doing the best for your pet and all you get is SCREWED.