I am new to Embrace, I do wish I had purchased pet insurance when my dog was a puppy before so many of her things are considered pre-existing, however on the plus side her chewing and swallowing some of the remote went towards my deductible. She is close to being a year and a half and the joy of my life. It is nice having insurance to help out if she decides to taste and sample other non digestible items around the house. The staff have always been polite and timely in response, however it appears sometimes it takes a while to hear about the claim.But when questioned they respond in a timely fashion and are always nice. ONE thing I really love and am thankful for is their newsletters!!! They sent out a newsletter regarding pet food contamination and the food I had purchased was on the recall list, a newly purchased bag. I had not nor would I have found this out on my own as I do not spend time surfing the net so receiving this information was a blessing!! I find the newsletters informative and helpful.