Founded in 2003 and selling its first policy in 2006, Embrace Pet Insurance stands out for its comprehensive, customizable accident and illness plans, covering hereditary, congenital, and chronic conditions, dental illnesses (up to $1,000 annually), and alternative therapies like acupuncture and hydrotherapy. Its unique Healthy Pet Discount Program offers a 5% premium discount after one claim-free year and 10% after two, replacing the previous Healthy Pet Deductible that reduced deductibles by $50 annually. Embrace's Wellness Rewards program covers routine care like vaccinations and microchipping with flexible annual limits ($250, $450, or $650). With no upper age limit for enrolled pets (though new enrollments for accident and illness stop at age 15, or age 4 in California), and a short 2-day accident waiting period, Embrace is ideal for pet owners seeking tailored coverage and fast claims processing, earning high praise from Forbes (4.2/5) and Consumer's Advocate (8.8/10).

Embrace offers multiple contact channels, including phone, email, live chat, and a user-friendly mobile app and MyEmbrace portal for policy management and claims submission. Customer service is available Monday to Friday, 9:00 AM to 8:00 PM ET. A 24/7 pet helpline, powered by whiskerDocs, provides access to veterinary experts for emergencies and general questions. Claims are processed in 10–15 days for accident and illness (5 days for Wellness Rewards), with reimbursements via direct deposit (3 days) or check (10 days). Embrace responds actively to customer reviews on Trustpilot and Google, addressing concerns transparently. However, some customers report difficulties reaching live representatives or delays in complex claims.

Trustpilot Rating:

4.0/5 (based on 8,737 reviews as of May 15, 2025).

BBB Rating:

A+ (BBB accredited since 2006, though customer reviews average 1/5 based on 20 reviews).

Common Complaints:

Significant Premium Increases: Customers report steep premium hikes, especially for older pets (e.g., from $81/month to $322.50/month after years of coverage).

Claims Denials for Pre-existing Conditions: Some claims are denied due to conditions labeled pre-existing, even for young or healthy pets, with disputes over minor prior symptoms like vomiting.

Slow Claims Processing: Large or complex claims can take over a month, and multiple submissions of vet records may be required.

Communication Restrictions: A few customers report suspended phone access after disputes, limiting contact to email.

• Fast and Easy Claims Process: Many customers highlight quick reimbursements (within days) for straightforward claims, with seamless app-based submissions and direct deposits.

• Comprehensive Coverage: Covers dental illnesses, behavioral therapy, and alternative treatments, with transparency about exclusions.

• Responsive Customer Service: Representatives are described as friendly and fair, often resolving appeals quickly, with a 24/7 pet helpline adding value.

• Wellness Rewards Flexibility: The Wellness Rewards program's annual allowance (up to $700) is praised for covering routine care without per-item limits.

Pros:

• Highly customizable plans with multiple deductible, reimbursement, and annual limit options

• Comprehensive coverage for dental illnesses (up to $1,000/year), hereditary conditions, and alternative therapies

• Short 2-day waiting period for accidents, reducible 6-month orthopedic waiting period with exam

• Healthy Pet Discount Program (5–10% premium reduction for claim-free years)

• Wellness Rewards covers routine care (e.g., vaccinations, microchipping) with flexible annual limits

• 24/7 pet helpline and no vet network restrictions

• 10% multi-pet discount (5% in NY), 5% military discount (most states)

Cons:

• Steep premium increases for older pets, sometimes exceeding 400% over time

• No accident and illness coverage for pets enrolled after age 15 (age 4 in California)

• Pre-existing condition denials can be strict, especially for curable conditions requiring 12 months symptom-free

• No direct vet payments; owners pay upfront and await reimbursement

• Not available in Maine; Wellness Rewards unavailable in Rhode Island

• Complex claims may face delays or require multiple document submissions

Embrace Pet Insurance is a top choice for pet owners seeking customizable, comprehensive coverage with strong customer support. Its accident and illness plans cover a wide range of conditions, including dental, behavioral, and alternative therapies, with no vet network restrictions and a 24/7 pet helpline via whiskerDocs. The Healthy Pet Discount Program and Wellness Rewards add unique value, particularly for younger pets needing routine care. However, significant premium increases for older pets (sometimes quadrupling) and strict pre-existing condition policies can frustrate long-term customers. The lack of direct vet payments and limited enrollment for senior pets (especially in California) are notable drawbacks. Embrace is best for owners of younger pets or multi-pet households who value flexibility and fast claims for non-complex cases. For accurate pricing, visit www.embracepetinsurance.com or call 1-800-660-2386.

Phone: 1-800-660-2386 (Monday–Friday, 9:00 AM–8:00 PM ET)

Email: Available via www.embracepetinsurance.com contact page

Live Chat: Available on website during business hours

Mobile App/MyEmbrace Portal: For claims submission, policy management, and updates

24/7 Pet Helpline: Via whiskerDocs for all policyholders

Mailing Address: Embrace Pet Insurance, 4530 Richmond Rd, Cleveland, OH 44128