After finding out that skin/dermatology was covered under my insurance I went ahead and scheduled an appointment. The vet faxed the claim information the same day; however, after 3 weeks of not hearing from Embrace I called them to check on the claim. The representative I spoke with was great and asked if I had checked my "spam" mail folder because sometimes emails get directed there. I did and found my correspondence from Embrace. Great customer service. If you have a question they rep is easy to talk to and can explain terms clearly. Thank goodness for pet insurance other wise I'd be paying a lot more.