My dog required double knee surgery. I filled out the pre-certification form and initially my claim was denied as a preexisting condition. The process allows for an appeal which I made with a letter from my vet and my claim was reconsidered and approved. Through the entire process the response from Embrace was very impressive. Each time I sent paperwork I received an email verifying the information had been received and when I should expect a response. Post surgery I was contacted by two different people to make sure I received my payment but more importantly, concerned about the well being and health of my dog. This is hands on customer service at its best. I recommend Embrace to anyone looking for a company that truly believes in their mission and is willing to work closely with each client to help with their specific situation. Lots of companies talk about caring about their customers but Embrace backs it up.