TH
Claims were paid, but issues with communication and overall value
I want to provide this feedback because I actually did get my claims paid by Paw Protect/Embrace, but still have issues with how this company is being run. Before signing up with Paw Protect, I did a lot of research and ended up deciding on Paw Protect specifically because of two things: the partnership with Paytient and the dental disease coverage. However, they've now ended their partnership with Paytient after making it a major part of their brand, which feels like a huge bait-and-switch tactic. They also will not actually cover any dental disease despite that being specifically laid out in the policy (which I've read, carefully, multiple times) because every rescue animal comes with periodontal disease needing to be treated, and therefore it's made a permanent pre-existing condition. In reality, if periodontal disease is treated it is a temporary condition, not a permanent one. Therefore, it seems like they do not have a policy of reviewing medical records/claims in good faith. I did read my policy multiple times and followed it to the letter, and Paw Protect did reimburse me 100% of what I was owed (100% of the claim after my deductible and co-pay). However, their claims process took longer than the stated 30 days due completely to their poor/lack of communication. They never once called or emailed me to tell me they had questions about my claim, and so it just sat around for weeks. Once I finally figured out the issue and resolved it on my own initiative, it took another week for the claims to be reviewed and approved. I thought I was going with a reputable company by choosing Paw Protect since it's under Embrace, but my guess is that this company will actually not last much longer since they've dropped their biggest draw - Paytient - and seem to be barely functioning as it is. There are many other companies that offer better value for the money.