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  • Embrace appears to be a web-based insurance company for pets. Their website is intuitive and simple to use, so they get an A+ for their IT platform. Their agents are also quite friendly; they will respond to your emails with courtesy and with some amount of promptness. So, their business model as a "cyber business" is well postured, but the business side of the business model is lacking. I took insurance out on my pet. Thereafter, I was (nicely) asked to provide copies of all medical records. Shortly thereafter, I received a (nice) note excluding an exhaustive laundry list of items related to my young pet's health. Any notation on a medical record was followed by a broad exclusion of coverage by Embrace. It was almost Pythonesque in the way it comically excluded any and all imaginable ailments. They telegraphed very early that any injury claims will be scrutinized carefully. My pet is healthy and I suspect any large claim will include a protracted suit to ensure coverage. So, why the low score if I haven't officially made a claim yet? Well,I have filed a claim...for a simple check-up. Check-up's are included in the coverage and there are no exclusions. I filed the claim (online) and four weeks later received no response. I filed the claim again and 2 weeks after that I was still awaiting a response. I sent an email asking about the status of the claim and was told to file it again. I filed it a third time, received acknowledgement, and three weeks later I still don't have reimbursement. The bill is less than a $100, but it's supposed to be covered by the policy and the process should take a few days at most. Nope. So, in summary, great website, nice operators, robust exclusions to any insurance coverage, and stunningly slow response in paying a claim for less than $100 for a simple check-up. The sadder part is that Embrace was endorsed by USAA (a GREAT insurance company); I don't plan to renew next year and I plan to discuss the endorsement issue with USAA. I have a feeling I won't see a dime out of this insurance contract despite paying an annual premium in advance; I recommend you look elsewhere for a pet insurer.
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