A little clumsy (on my part) initially. I was submitting a wellness claim and decided to submit additional background info on our shelter pet while I was at it. I wasn't able to indicate that it was merely informational, so Embrace processed the support docs as claims and obviously declined them because they occurred prior to enrollment in our policy. After an exchange of personally written emails the confusion was straightened out, and my wellness claim was ultimately approved. I was impressed with the prompt personal responses I received from the staff, and look forward to working with Embrace in the future.