Luckily, so far we have not needed to use our regular health insurance plan. However, I purchased the additional Wellness plan for my puppy. I have used up all the money for her initial expenses like spaying and vaccinations and saved $100 dollars through the plan. Embrace reimbursed me without any problems after I submitted the claim. Communication was always prompt and professional. I had to call customer service once, because I was unclear on one of the claim e-mails. The representative explained my claim (there were some charges like a dental procedure that was not covered under the Wellness plan and the splitting up of the bill was a little confusing) and was very friendly in helping me understand. So far I have been very satisfied with Embrace. The only thing I wish was different is the total lifetime plan limit - it would be great if it was higher or unlimited like some other plans.