11/1 update, after several calls and added notes they did a 2nd review, was reimbursed something. Their site is not very user friendly but they are legit. I signed up my 2 japanese chin girls one is 6 years old with no pre existing conditions, healthy girl, I switched her from embrace to MetLife, I submitted a few invoices (one was wellness which I did not get), one for dental which I was told would be covered only to get the run around, every customer service agent gives me a different story, I finally found out after several calla they need SOAP notes so I sent 1 years worth. I'll see what they say next. New born Valentina has no issues yet but I'm on the fence. Thinking about pulling both dogs off and returning to embrace. I love Embrace

You replied to my Trustpilot post… You replied to my Trustpilot post requesting contact information. I sent it two days ago, No contact yet. In spite of my request from the “adjuster” I have had no return contact from her either. Your customer service is the WORST EVER and your financial responsibility dodge is the pits. You shouldn’t be in this business. ADDENDUM: I just received confirmation of a claim approval consistent with the policy coverage I paid for. What is still sad is having to go through a lot of grief to get it done correctly and timely. I thank Kaitlin Casper for a successful intercession. Let's ow long it takes to get the check.

Scam It's a scam. They engage in predatory business practices. I signed up for this insurance. When one of my cats got sick and needed emergency treatment, I was so relieved that I had made the choice to get insurance... Until they denied the claim. They never responded to any of my e-mails, just sent vaguely-threatening "submit these unclear documents or else" automated e-mails. Then they denied my claim saying it was "pre-existing condition," even though it was not. Stay far away. They want to take your money, but they don't want to fulfill their responsibility when a claim arises.

Astonishingly bad customer service Astonishingly bad customer service. I appealed a very cut and dry injury claim, that was denied and labeled as an “illness”. Unable to reach anyone by phone to discuss. Now waiting, day 12, for another claim to be processed. Heading towards my dog’s neuter surgery next month with little to no confidence that Metlife will cover my expenses as promised. Ready to cancel and move to a different provider. Epic disappointment!

Everything i tried to file they call… Everything i tried to file they call precondition. Not happy at all