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, but if you’d like to cancel your policy, please contact us by phone or email. We will issue you a pro-rated refund of unused premium to the payment method on file.

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.

It is possible that your policy premium will increase at renewal. There are three possible reasons for premium increases:

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

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. Have a vet staff member complete the claim form and send it to Embrace.
    Someone from the vet's office must fill out the claim form and provide an itemized invoice. Submit the claim form and invoice by fax (800) 238-1042, e-mail to claims@embracepetinsurance.com, or direct upload to your MyEmbrace customer account (online or in the Embrace Pet Insurance app). Note: Wellness Rewards claim forms do not need to be filled out by a veterinary staff member.
  3. Get reimbursed.
    We'll process your claim and alert you when it's complete.

An acceptable invoice is legible and includes the following:

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

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, and discounts

We’ll send an email confirming your claim receipt within 1-2 business days. If you do not receive that email, we most likely did not get it. Please contact us to verify or send the claim again.

You can download your claim forms by logging in to your MyEmbrace customer account. To help process claims faster, claim forms have a unique barcode for each pet.

  • A claim form completed by someone at your vet’s office
  • All pages of the visit’s itemized invoice
  • 12 months of pre-policy medical history
    • In order to process claims, we require 12 months of your pet’s pre-policy medical history from any veterinary facility they visited. If your pet was a puppy or kitten or newly adopted before your policy start date, then we require detailed chart notes from any vet visit they had while in your care. If your pet did not visit the vet in that timeframe, they must have a full physical examination by a veterinarian within the first 14 days of your policy start date. Any conditions noted during this visit are considered pre-existing conditions and are not eligible for coverage.
  • A claim form – Wellness Rewards claim forms do not need to be filled out by the vet’s office
  • All pages of the visit’s itemized invoice – this includes receipts or shipping slips that detail what was purchased and how much it cost
  • Wellness Rewards claims are usually processed within five business days following the receipt of all necessary information
  • Illness and accident claims are usually processed within 10-15 business days following the receipt of all necessary information

Once you get the email stating we have received your claim, you can check the status in your MyEmbrace customer account online or in the Embrace Pet Insurance app.

If you submit a claim that you do not want to be processed (for example, if a wellness claim you submitted had some illness items on it too), please let us know 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.

 

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 mail and usually take 5-7 business days (the post office has asked that we allow up to 10 business days).

To set up direct deposit, please call our Customer Care Team at (800) 511-9172. Please have the following information available:

  • Your bank routing number
  • Your bank account number
  • Type of account (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 appeal any claim decision you don’t feel is correct. To appeal, please 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 and include the claim number for the disputed claim. Any additional information that may not have been included with the claim initially is helpful (i.e. medical records, lab test results, X-rays, etc.).

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.

No. Embrace will never increase your premium because you submitted claims or based on the health status of your pet.

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