In a time of diminishing and impersonal customer service, this company breaks the mold. Every contact I've had with an "Embracer" has been professional and extremely helpful. They truly stand up to their expressed philosophy of empathy for pet owners and their animals. Human insurances companies should take a lesson. And, oh yeah, they actually pay on the exact terms of the policy in a timely manner with no complaints or hassles. They've earned my business forever.