Frequently Asked Questions

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

Customer Support

The Embrace Customer Care Team is available via phone Monday-Friday 8:30 a.m. to 8:00 p.m. ET and Saturdays 9:00 a.m. to 1:00 p.m. ET. Dial (800) 511-9172 to reach Embrace.

Contact us at hello@embracepetinsurance.com and we’ll direct your email to the appropriate person.

MyEmbrace is your online customer account. It will be your one-stop shop for all things Embrace Pet Insurance. MyEmbrace streamlines your Embrace Pet Insurance experience, making it quick and easy to manage your policy. It gives Embrace pet parents the ability to update policy and pet information, submit and check the status of claims, and securely update billing and reimbursement information - all in one place.

Your policy documents can be reviewed and downloaded from your MyEmbrace account. After you log in, select My Documents under Quick Links.

whiskerDocs is the leading 24/7 pet help line providing instant, real-time access to veterinary experts. whiskerDocs provides decision support to pet parents with questions about their pet’s behavioral changes, possible poisoning, signs of an emergency, and more. whiskerDocs pet experts offer guidance on when, where, and how to use healthcare resources appropriately. whiskerDocs is unable to diagnose a condition or prescribe medications.

You must have an active Embrace policy in order to use this free service. Visit the whiskerDocs page on our site and use the email address and zip code associated with your policy to login.

Making Changes

You can update your address in your MyEmbrace account or by calling the Embrace Customer Care Team at (800) 511-9172. Please note that a change of address can affect your policy premium. Once your change of address is complete, new policy documents will be emailed to you.

You can update the payment information for your selected form of payment (credit card or via your bank account) in your MyEmbrace account or by calling the Embrace Customer Care Team at (800) 511-9172. If you would like to switch payment methods from credit card to your bank account or vice versa, you’ll need to give the Embrace Customer Care Team a call at (800) 511-9172.

To add or remove a pet from your policy, call the Embrace Customer Care Team at (800) 511-9172.

When adding a pet, we'll work with you to create a quote incorporating your new cat or dog. We'll also automatically apply your multi-pet discount. Once you approve the quote we'll issue you a new certificate reflecting your updated policy and charge your payment method on file to match your policy premium to your quote.

If you are removing the only pet on your policy then we will also cancel your policy. If you are removing one pet from a policy with multiple pets then we'll adjust your policy and billing and issue you a new insurance certificate without the removed pet.

Two to four weeks before your policy is due to renew you will receive a renewal quote that shows your renewal premium and a copy of the Embrace terms & conditions for your renewal policy via e-mail. We will automatically renew your policy unless you notify us via e-mail or phone that you wish to make changes or cancel your policy.

On the day that your policy renews you will receive a new and revised certificate of insurance, a copy of the Embrace terms & conditions for your renewal policy, an a new pre-filled Embrace claim form via email.

There are three possible reasons for premium increases:

  • Your pet getting older
  • Increases in veterinary costs
  • Changes in overall trends in the pet population

No. Embrace will not increase your premium because you claimed or based on the health status of your pet.

Embrace will not drop your pet's coverage at a certain age or due to claim submission, nor will we decrease it. The only reason we would cancel a policy is due to non-payment of premium.

You can downgrade your policy at any time. This will lower your premium. Downgrading means:

  • Increasing your deductible.
  • Decreasing your annual maximum
  • Decreasing your reimbursement percentage

Contact Embrace or call us at (800) 511-9172 to let us know that you'd like to downgrade.

You can upgrade your policy at any time but your pet will be subject to re-underwriting including waiting periods. What this means is that any prior claims paid or any illnesses or conditions that occurred prior to the upgrade date, even if you haven't seen a vet yet, will be considered pre-existing. We advise all our pet parents to choose the best policy limits they can comfortably afford when enrolling.

We hate to see you go, but if you’d like to cancel, you can notify us either by phone or via email that you wish to cancel your policy. We will issue you a refund of any unused premium to the credit card or bank account you have on file with us.

We take your concerns seriously. Please direct any complaints to the Ombudsman by emailing ombudsman@embracepetinsurance.com.