I have nothing but good things to say about all of Embrace's customer service members. They always answered my questions and made sure we received our claim check. When they heard of our pet's passing they sent their sympathies and took care of everything with the policy. I highly recommend them for their dedication to courtesy and follow-up. As for the policy the only negative thing I could say is that they don't cover any supplements 'presribed' for out pet. They did cover alternative therapy though and for that I give them 5 stars!