My Great Dane puppy was seen by the vet for a swollen ankle and an ear infection was a secondary diagnosis. On the claim form, the vet's office wrote ear infection/infection/injury, which was denied intially by Embrace due to my puppy's pre-existing ear infections. This bill was over $1000 for x-rays, labs, and medications. I submitted an appeal via email and had a letter sent by my vet's office explaining my puppy's condition and with in 2 weeks Embrace agreed to pay a portion of the bill ($150) but this was after my $500 deductible. The portion of the bill was for the ankle injury....not the pre-existing ear infections. So my lesson learned is....pay attention to the vet's diagnosis and make sure it is clear what your dog was actually treated for. The claims and appeal process was much easier than I thought it would be.