This is my second year and so far so good. Great customer service, friendly and helpful. My only suggestion is that when more information may be needed from Veternarians that I should also get contacted as well since the claim systems doesn't get updated quickly. I would rather get the ball rolling and contact who needs to be contacted inorder to get what is needed so that process moves a little faster. Also, not sure if filing a claim for illness is more complicated but this was my first illness claim I submitted and well it took a lot longer than expected. Overall great insurance and great customer service. Thank you Embrace!