I have only had my pet enrolled in Embrace for a few mos. but, so far, I have been very impressed by the Embrace staff. When I called for info, the rep was very helpful & courteous. Since I enrolled & submitted 2 claims, the staff has been extremely considerate by keeping me updated via e-mail as to everything they had received from my vet's office & letting me know what I could expect & when as far as reimbursement. They were also very quick to process my claims & make payment accordingly.