Embrace is very responsive with all communication. And has always explained everything to the fullest with claims and refunds. They are not only helpful and thorough but fast! We have never been waiting around for our reimbursement! We were on the fence about insurance and have been nothing but pleased with our decision since we made it! It gives us great peace of mind! We LOVE embrace and tell ALL our friends with pets that's this is the best one to get! I have heard nightmare stories from other people and other companies, but have not had a bad experience yet! We will be embrace customers for as long as we are pet owners!