Frequently Asked Questions on How to Submit Pet Insurance Claims

Here are answers to some commonly asked questions about the Embrace claims process. Don't see your question listed? Ask us directly here.

Submitting Claims

  1. Take your pet to the vet.
    Print your personalized claim form before your appointment. Visit any vet, specialist, or emergency clinic. There are no networks
  2. Complete the claim form & send it to Embrace.
    Have a staff member fill out your claim form and provide an itemized invoice. Submit the claim form and invoice by fax (800) 238-1042, e-mail, or direct upload to your MyEmbrace account.
  3. Get reimbursed.
    We'll process your claim and alert you when it's complete.

You should receive an email acknowledging the receipt of claim within 1-2 business days. If you do not receive an email acknowledging receipt of the information, we most likely did not get it. Please call 1-800-511-9172 to verify this or send it in again.

To help process your claims faster we barcode every form uniquely for each pet. You can download your claim forms by logging in to your MyEmbrace account.

  • A completed claim form, filled out and stamped by someone at your vet’s office.
  • An itemized invoice for the visit you would like to claim on.
  • If you have not submitted your pet’s medical history in the past, we will also need one full year of your pet’s medical history, including the chart notes, prior to the purchase of your policy.
  • A completed claim form, filled out and stamped by someone at your vet’s office. If you are submitting a claim for an over-the-counter product or medication, the portion filled out by your vet is not required.
  • An itemized invoice for the visit you would like to claim on or an itemized receipt if over-the-counter.
  • Wellness claims usually take 5 business days following the receipt of all of the necessary information.
  • Illness and accident claims usually take 10-15 business days following the receipt of all of the necessary information.

Once you get the email stating we have received your claim, you can check the status of your claim in your MyEmbrace account. Wellness claims usually take 5 business days to process following the receipt of all of the necessary information. Illness and accident claims usually take 10-15 business days to process following the receipt of all of the necessary information.

If you submit a claim that you later do not want to be processed (for example, if a wellness claim you submitted happened to have some illness items on it too), please let us know before the claim has been completed. Once we have closed the claim though, we cannot undo it, even if you have not cashed the check.

Once your claim is completed, your reimbursement is issued via your selected method – direct deposit or check. Direct deposit usually takes 2-3 business days. Checks are sent via mail and take 5-7 business days.

To set this up, please call in to 1-800-511-9172 with the following information:

  • Your bank routing number
  • Your bank account number
  • Whether it's savings or checking

In order to view your Explanation of Benefits, you will need to have Adobe Acrobat on your computer. If you do not have this, you can download it for free.

The Explanation of Benefits provided with your claim decision should explain why your claim was not covered. If you feel that the claim decision was inaccurate, we encourage you to appeal the decision.

You can always appeal any claim decision you don’t agree with. You’ll need to have your vet write us a letter that addresses the reason the claim wasn’t covered. The letter must be on hospital letterhead or include the hospital’s stamp. Please include the claim number for the claim being disputed. Any additional information that may not have been included with the claim initially is helpful.

Your vet can send that letter to us via:

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

Appeals can take 15-20 business days.

Waiting Periods

In most states, policies have a 2-day waiting period for accident coverage and a 14-day waiting period for illness coverage. There are some states that have a 14-day waiting period for both accidents and illnesses. See the Waiting Periods page to find out where your state falls.

If you have a dog, you’ll also be subject to the orthopedic waiting period. Orthopedic means anything related to your dog’s bones, joints, ligaments, etc. The standard orthopedic waiting period (OWP) is 6 months. However, if you have our Orthopedic Exam Report Card completed, you are able to shorten that OWP to 14 days. Simply take your dog to your vet after you purchase the policy, have your vet perform an orthopedic exam, and have our Orthopedic Exam Report Card completed. Once we get the form, we waive the rest of the OWP. It’s not required, but it’s recommended.

When you purchase a policy, you’ll receive an Orthopedic Report Card for each of your dogs. Cats do not have an orthopedic waiting period. Your Orthopedic Report Card needs the following in order to be considered valid:

  • An examination has taken place after the purchase of your policy
  • The report card needs to be completed, stamped, and signed by your vet

If your orthopedic exam reveals there are pre-existing conditions that impact coverage in such a way that you don't wish to continue the policy, you can take advantage of our 30-day money-back guarantee. If your orthopedic exam is conducted after the first 30 days of your policy term and you choose to discontinue your policy, we will issue you a refund of unused premium.

No, you are not required to have x-rays performed for the Orthopedic Report Card to be accepted. This form only requires the results of what your vet sees on examination of your pet.

  • Online: Your MyEmbrace Account
  • Email: claims@embracepetinsurance.com
  • Fax: (800) 238-1042)
  • Mail: PO Box 22188 Beachwood, OH 44122

Please send in a letter from your veterinarian clarifying the situation, along with any other new information that could help. Once this is received we will present the information to our underwriters for review. Occasionally, additional diagnostics may be required to overturn a decision – this will be discussed with you in detail if this proves to be the case.

Medical History Review

A medical history review is when the claims department reviews your pet’s medical history and then provides you with a list of any exclusions to your policy. This must be requested and usually takes 5-10 business days following the receipt of your pet’s medical history.

If you have not submitted your pet’s medical history in the past, we will need one full year of your pet’s medical history prior to the purchase of your policy before a medical history review can be completed. The medical history we need to complete this review includes doctor's and/or chart notes, where the doctor writes down examination findings, tests that were run, and test results each time your pet visits the vet.

Your insurance policy requires that your pet has been seen by a vet within the 12 months prior to the purchase of your policy or during the 14-day waiting period. Along with the notes from that visit, any additional medical history you have from the 12 months prior to the policy (if received from the breeder/shelter/rescue) should also be sent in. If you do not have any additional medical history, that is fine.

Healthy Pet Deductible

With Healthy Pet Deductible your pet's annual deductible goes down automatically by $50 each year that you don't receive a claim reimbursement. Healthy Pet Deductible is included with every policy at no extra charge.

Once your pet's deductible decreases to $0, that's as low as it can go. We'll automatically apply any Healthy Pet Deductible credits you've earned when you're eligible for reimbursement. Once you receive an accident or illness claim reimbursement greater than your current Healthy Pet Deductible credit, the Healthy Pet Deductible credit resets to zero for your next policy year.

For the most part, you'll want to submit claims as you normally would. If your pet is sick or injured, please contact your veterinarian immediately. To help maximize the benefit from Healthy Pet Deductible, you can submit claims at any point in the policy year they occurred, plus 60 days into your next policy term. Whether or not you submit your claims is totally up to you. We will process whatever you send us.

Pre-certification

A pre-certification is recommended when you would like to know ahead of time if a procedure/testing would be covered for a certain condition or problem before you have the procedure or testing done. Our claims adjusters will that let you know if a claim for this procedure/testing would be covered and what the reimbursement would be.

Following the pre-certification, you would submit the claim form and invoice for the procedure or test after it is performed. A pre-certification is not recommended for any emergency or urgent situations, as pre-certifications take 5-10 business days to complete.

  • A completed pre-certification form, filled out and stamped by someone at your vet’s office,
  • An itemized estimate for the procedure you would like to pre-certify.
  • If you have not submitted your pet’s medical history in the past, we will also need one year of your pet’s medical history prior to the purchase of your policy