This was the first time we submitted an illness claim. We were away from home and our dog had dermatitis (hot spots). We were able to go to a vet of our choice. Since this was our first claim we needed to submit a health history from previous vet visits. We requested records be sent to Embrace from our vet and the Embrace representatives kept us up to date on the status of those records. Once they were all received, the determination was made the next day. We are very pleased with the professionalism, communication and resolution of our claim.