Submit and View Your Claims

MyEmbrace and the Embrace Pet Insurance mobile app are the quickest ways to get your claim started, but you can also submit claims by:

• Email: claims@embracepetinsurance.com
• Fax: (800) 238-1042
• Mail: Embrace Pet Insurance
  PO Box 22188
  Beachwood, OH 44122-0188

Your claim form(s) can be found online in MyEmbrace and in the Embrace Pet Insurance app. It is also in the email you received upon enrolling with Embrace.

You can contact our Customer Care Team if you’d like your claim form emailed or mailed to you.

Each pet has their own personalized claim form.

This is the reason that your pet(s) went to the vet. Diagnosis examples include allergies, torn cruciate ligament, diabetes, etc.

If there is no diagnosis, or you are waiting on lab results, the reason for visit could include the abnormal signs your pet was seen, such as lameness, vomiting, cough, lethargy, etc.

An acceptable invoice is legible and includes the following:

• Pet’s name(s)
• Date(s)
• Itemized list of products/services and their cost
• Grand total including taxes, fees, discounts, shipping, etc.

For prescriptions filled by a pharmacy, we can accept drug labels that include the following:

• Pet’s name
• Medication dispensed
• Date
• Quantity
• Total charge including taxes, fees, discounts, shipping, etc.

• If you need to submit a claim for all of the pets on the invoice, please provide a claim form for each pet with one invoice.

  
  For example: If Fluffy and Spot are listed on the invoice, please submit Fluffy’s claim form, Spot’s claim form, and the all of the pages of the invoice with both of their names and itemized expenses on it.

• If you only need to submit a claim for one or some of the pets on the invoice, please only send in the claim form(s) for the pets you wish to have a claim processed for and all pages of the itemized invoice.

We can only process a claim if we receive an itemized invoice that shows every charge. If you were only given a receipt at the vet’s office, please ask them for the itemized invoice as well.

If we’re missing something, our claims team will request the information from your vet’s office, but this can delay the claims processing time.

All claims and documents are typically confirmed by email within 2 business days of receipt. If you do not receive a confirmation email within 4 business days of your submission, we may not have received it. Please contact us to verify or you may send them again.

Please note that if your vet’s office faxes or emails information to us, it can take up to 2 business days for the status of your claim to be updated in MyEmbrace.

• We ask for 10-15 business days to process claims for accidents and illnesses, but usually they’re processed much quicker
• First claims typically take the entire 15 business days to process because our team must first review your pet’s medical records
• Your claim could experience a delay if we are missing necessary information (visit notes, invoice, diagnosis, etc.)
• Claims for Wellness Rewards are typically processed in five business days or less as long as we receive all necessary information

The status of your pet’s claim is updated through MyEmbrace as it processes. It can help speed things up if you contact your vet if you notice that we’re waiting on something from them, or, if you have the requested information, you can use the Submit Documents link in MyEmbrace (including an invoice, visit notes, etc.).

Once your claim is completed, your reimbursement is issued via your selected method: direct deposit or check. Direct deposits usually take 2-3 business days. Checks are sent via USPS and usually take 5-7 business days (the post office has asked that we allow up to 10 business days).

You can set up direct deposit through the payment setting in MyEmbrace online or in the Embrace Pet Insurance app, or by contacting our Customer Care team. You will need:

• Bank routing number
• Bank account number
• Type of account (savings or checking)

That’s okay! If your vet accepts email, you can send them a copy of your claim form by downloading it from MyEmbrace and attaching it to an email. Our Customer Care Team can fax or email a copy to you or to your vet’s office as well – just contact us.

Please have your vet’s office fill out one claim form with the diagnosis and the name of the medication and keep that claim form handy. Simply submit that same claim form and the invoice or receipt each time your pet has a refill.

You have your entire policy term plus 60 days after renewal to submit a claim, so if you can’t get to it right away, you have some wiggle room.

If you submit a claim that you do not want to be processed (for example, if a wellness claim you submitted had illness items on it too), please let us know by phone or email before the claim has been completed.

Once a claim has been fully processed, it cannot be undone, even if you have not cashed the check.

No. Embrace Pet Insurance does not increase your premium when you submit a claim. For more information about premium increases at the time of your policy renewal, please visit our renewals page.

The Explanation of Benefits explains why the claim wasn’t covered. If you feel that the claim decision was inaccurate, you can appeal the decision.

You can appeal any claim decision that you feel is inaccurate within 14 days of our decision.

For the appeal, please have your veterinarian write us a letter or email that addresses the reason the claim wasn’t covered and the claim number(s). The letter must be on their practice’s letterhead or include the practice’s stamp. If an appeal is sent via email, it must come from your veterinarian’s email. Additional information that they may not have provided initially is helpful as well (medical records, lab test results, X-rays, etc.).

Appeals can be sent to:

• Email: askclaims@embracepetinsurance.com
• Fax: (800) 238-1042
• Mail: Embrace Pet Insurance
  PO Box 22188
  Beachwood, OH 44122-0188

Please note that appeals can take 15-20 business days to review. You will receive an email confirmation once it has been received.

You can request a medical history review after you sign up with Embrace Pet Insurance but before you submit your first claim. When you request a medical history review, our claims team will reach out for your pet’s medical records for all visits they had within 12 months of enrollment (if you have a puppy, kitten, or newly adopted pet, we’ll request from the date you brought them home if it’s less than one year) for review. You will receive an email of the review within 15 business days of our team gathering the full records to let you know what, if anything, would be considered pre-existing and for how long.