Embrace staff are friendly and communicative, and their messages to me are timely, their replies to my questions and claims quick. However, they lost all the paperwork for a claim that was both mailed and faxed to them. If I had not asked one simple question that claim would never have been processed. They also confused the information I sent regarding my vet and requested information from vets I have never been to, heard of or communicated with. However once again their response was quick, friendly and professional. It seem to be all straightened out now and I am glad as I enjoy doing business with them overall.