Frequently Asked Questions

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

Customer Support

The Embrace Customer Care Team is available via phone Monday-Friday 8:30am to 8:00pm ET and Saturdays 9:00 a.m. to 1:00 p.m. ET.

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

MyEmbrace is your customer account. Available both online and in the Embrace Pet Insurance app, it is your one-stop shop for all things Embrace Pet Insurance. MyEmbrace streamlines your Embrace Pet Insurance experience, making it quick and easy to update policy and pet information, submit and check the status of claims, securely update billing and reimbursement information, and much more – all in one place.

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

Changing Your Account and Policy

You can update your address in your MyEmbrace customer account (online or in the Embrace Pet Insurance app) or by contacting us. Please note that a change of address may affect your policy premium. Once your change of address is complete, new policy documents will be emailed to you.

MyEmbrace (desktop or mobile): Your billing information can be updated by selecting My Payment Settings in the Quick Links section on the main screen.

Embrace Pet Insurance app: Your billing information can be updated by selecting PAYMENTS on the main screen.

If you need to change from a bank account to a credit card or vice versa, please contact us.

At this time, you can only reduce your coverage through your MyEmbrace customer account and the Embrace Pet Insurance app. If you would like to increase coverage, please contact us

You can add pets through your MyEmbrace customer account and the Embrace Pet Insurance app. To remove a pet from your policy, please contact us.

When adding a pet, the discount for having multiple pets will be added automatically if applicable. You will be emailed updated policy documents, and your payment method on file will be charged a pro-rated amount for the addition.

If the only pet on your policy is removed, your policy will be closed. If only one pet is removed from a policy with multiple pets, your payment amount will be adjusted and you will be emailed updated policy documents. If applicable, you will be refunded a pro-rated amount for the removed pet.

If your pet isn’t yet spayed/neutered, please select “No” when adding them. Once they have been spayed/neutered, please contact us and our Customer Care Team can update that information for you.

You can reduce coverage at any time. This change will lower your premium. Reducing coverage means:

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

You can reduce coverage via your MyEmbrace customer account both online and in the Embrace Pet Insurance app. You can also contact us for options.

You can increase coverage at any time. Please note that increasing coverage means that your pet will be subject to re-underwriting, including reset waiting periods. This also means that any illnesses or conditions that occurred prior to the increased coverage date, even if you haven't seen a vet yet, will be considered pre-existing. We advise our pet parents to choose the policy limits they can comfortably afford when enrolling. If you would like to increase coverage, please contact us.

Embrace will never drop or reduce your pet's coverage due to age or claim submission. The only reason we would cancel a policy is due to non-payment of premium.

We hate to see you go. If you’d like to cancel your policy, please visit our cancel policy page.

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

Policy Renewal

Your Embrace Pet Insurance policy will automatically renew on the anniversary of your policy start date. You can expect a renewal email two to four weeks before it is set to renew. This email will have the renewal premium as well as a copy of the terms & conditions.

On the day your policy renews, we’ll email your new certificate of insurance, a copy of the Embrace terms & conditions for your renewal policy, an new Embrace claim form(s).

If you would like to cancel your policy or make changes to the renewal, please contact us.

Your policy will automatically renew on the one-year anniversary of your start date. The policy renewal date cannot be changed.

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:

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.).

Another way to help reduce claim processing time is to request a medical history review after you enroll but before you need to submit a claim. 

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)
Visit the claims section in your MyEmbrace account online or in the app and select the claim you’d like to review. In the claim, there is a link to download your Explanation of Benefits.

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:

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.

Embrace never requires a pre-certification for a procedure but it is available as an option. We recommend a pre-certification if your vet has recommended a course of treatment that is over $1,000 and/or is experimental. You can find your pet’s personalized pre-certification form in MyEmbrace.

Waiting Periods

Policies have a 14-day waiting period for illness coverage and a 2-day waiting period for accident coverage.

Dogs only: Dogs also have a six-month orthopedic waiting period (OWP). Orthopedic means anything related to bones, joints, ligaments, etc. However, there is an option to have it reduced to as little as 14 days by following the Orthopedic Exam and Waiver Process for Dogs

For more information, visit our Waiting Periods for Pet Health Insurance details page.

Dogs Only: Orthopedic Waiting Period Details

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

  • The examination must take place after the purchase of your policy
  • The report card must be completed, stamped, and signed by your vet

If the orthopedic exam reveals irregularities, they are considered pre-existing conditions.

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

Please send a letter from your veterinarian clarifying the situation, along with any other new information that could help. Once received, we 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 necessary.

Medical History Review

A medical history review is something you can request if you have concerns about pre-existing conditions. Typically, your pet’s medical records are reviewed at the time of the first claim, but Embrace’s claims adjusters are happy to do it early at your request. This review is completed within the first 30 days of your policy as long as we have all necessary information. You will be emailed a list of any possible pre-existing conditions, when they expire (if applicable), or given the all-clear.

The medical history review lets you know ahead of time if anything would be considered pre-existing to help you better understand your coverage. If, for any reason, you are dissatisfied with the medical history review findings, you can cancel your policy. Embrace offers a 30-day money-back guarantee as long as no claims have been reimbursed. Outside of the first 30 days, you will be refunded a pro-rated amount for the unused portion of the month or year.

For more information, visit our Medical History Review details page.

To complete the medical history review and to process claims, Embrace requires medical history for your pet from any vet they visited in the 12 months before the policy start date. If your pet is a puppy or kitten or recently adopted and doesn’t have 12 months of records, we need all medical history for any visit they’ve had while in your care. The medical history we require includes doctor's and/or chart notes in which the vet has recorded examination findings, pet’s health status, and test results.

If your pet did not have a visit in the 12 months leading up to enrollment, they must have a full physical exam within the first 14 days of the policy.  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 is automatically reduced 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 should 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.

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 pre-certification form completed 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 necessary medical history, we will also need that