This is our first experience with pet insurance. I signed our dog up when we adopted her at a year old. She is now almost four and developed melanoma. I went to all the doctor appointments and did what I normally would have done even if I didn't have insurance. I was skeptical that they would pay what they said but I sent in the invoices anyway. Lo and behold, they paid their portion after our deductible and copay was met! I was pleasantly suprised! I have been recommending them even before I had to file a claim because they were so responsive to my questions when we signed up. Now I will recommend them full heartedly with no hesitation. Every time I call Embrace customer service I love having a pleasant friendly person on the other end of the phone. I really value and appreciate customer service as well as a no hassle insurance company that you can understand the process. I submitted the documents online and it couldn't have been more easy. I called to set up the direct deposit and they sent an email making sure I received the deposit in my account. What other company do you know that follows up with you to make sure you get your money? None that I know. I am very happy with Embrace.