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title: What Are Some Reasons Why a Claim Might Be Placed "On Hold"? | Embrace Pet Insurance Help Center
description: Embrace offers personalized, affordable pet insurance for dogs & cats with up to 90% back at any vet. Add a wellness plan for total protection. Get a free quote for your pet's customized policy.
lastUpdated: 2025-10-02T19:06:16.000Z
sources:
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  md: https://www.embracepetinsurance.com/help/article/what-are-some-reasons-why-a-claim-might-be-placed-on-hold.md
---

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# How can we help?

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[What Are Some Reasons Why a Claim Might Be Placed "On Hold"?](/help/article/what-are-some-reasons-why-a-claim-might-be-placed-on-hold)
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# **What Are Some Reasons Why a Claim Might Be Placed "On Hold"?**

These are common reasons claims are delayed.



## **Missing Full or Partial Invoice**

- Our claims team requires every page of the itemized invoice that includes discounts, taxes, & total billed amount

## **Missing Diagnosis or Reason for Visit**

- A clear diagnosis or reason for visit must be included as part of your [MyEmbrace](https://my.embracepetinsurance.com/#/Login) claim submission or on your claim form if submitting via email, fax, or mail *.*

## **Missing Medical Records**

- To process accident and illness claims, we require 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](https://www.embracepetinsurance.com/help/article/what-waiting-periods-does-embrace-have). We will not request and review these records each time you file a claim.
- We request these records directly from your vet, but if they’re not received after two requests, your claim is placed [on hold](https://www.embracepetinsurance.com/help/article/what-are-some-reasons-why-a-claim-might-be-placed-on-hold). You can help by asking your vet to submit the requested records to us by email at [claims@embracepetinsurance.com](mailto:claims@embracepetinsurance.com) or by fax to (800) 238-1042. Once we receive the records your claim will be reopened for processing and possible reimbursement.
- If your pet had any temporarily [pre-existing conditions](https://www.embracepetinsurance.com/help/article/what-are-pre-existing-conditions-and-does-embrace-cover-them), we may need additional medical records to determine whether they can be expired & coverage granted.

## How to Provide Missing Information

Email additional documents to [claims@embracepetinsurance.com](mailto:claims@embracepetinsurance.com) or upload them via your [MyEmbrace](https://my.embracepetinsurance.com/#/Login) customer account.

**Note:** Files **must** be sent as attachments no larger than 5MB. This is an unmonitored email address – we’re unable to respond to messages & questions sent here.




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## Still Have Questions?

Get in touch with our Insurance and Claims Experts

##### Customer Care

Monday - Friday: 9 am - 8pm ET

Saturday: 10 am - 2pm ET

Phone: (855) 540-2104*

Fax: (800) 238-1042

##### Policy Quotes & Purchase

Monday - Friday: 9 am - 8 pm ET

Saturday: 10 am - 4 pm ET

Phone: (855) 540-0591



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