I filed my first claim with Embrace. There were a few hiccups. The fax my vet sent was not received, so I had to resubmit by email. When I called a week later to check on the status, I was told the claim had gotten "stuck in the system." However, I received my explanation of benefits today; and the charges were approved without a convoluted and cryptic calculation of "usual and customary" amounts. The call takers were always polite and helpful, especially Jessica.