How Long Does It Take for Embrace to Process Claims, and What Are the Claim Statuses?

Understanding claims processing: How long it takes and what each status indicates.

Processing Times

• For accident or illness claims we ask for 10-15 business days to process claims, but usually they’re processed much quicker

• Claims for Wellness Rewards  are typically processed in 5 business days or less as long as we receive all necessary information

Note: The first claim you file will take up to 30 days as we review medical history, but often times processed sooner. Also your claim will experience a delay if we are missing necessary information (visit notes, invoice, diagnosis, etc.)

How You Receive Claims Notifications

• Claims & 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

Note: If your vet’s office faxes or emails information to us, it can take up to two business days for the status of your claim to be updated in your MyEmbrace customer account.

Claim Statuses in MyEmbrace

Track your claims through MyEmbrace online or in the Embrace Pet Insurance app.

Open — Your claim is being set up.

Pending Medical History — Your claim is missing information such as visit notes or medical records.

To process the first accident & illness claims, we must conduct a medical history review, requiring detailed medical records from all veterinarians that your pet visited in the 12 months prior to the start of your policy (or since they came into your home for puppies, kittens, or recently adopted pets) through the end of the illness waiting period. Vaccine records & summaries are not sufficient. This is not required for each claim, but for the initial one to determine coverage and exclusions, if any apply.

Pending Info — Your claim is missing a diagnosis or reason for visit.

Your claim is missing a complete itemized invoice. We need ALL invoice pages including tax, discounts, & total amount for all pets on the invoice, even if they aren’t insured.

On Hold — We have not received the necessary information to continue processing your claim after reaching out for additional information.

In Review — Your claim is being reviewed by our Claims Team.

Complete — Your claim has been reviewed & is complete & your Explanation of Benefits is available to view.