I have not yet filed my claims for the vet and specialist visit I had yesterday when my Newfie/Border Collie was beset with acute cervical pain. However, I have been extremely impressed with the level of customer service thus far. The specialist recommended an MRI - between $1500-2k - for which Embrace reported required a pre-cert. Unfortunately they also said I would hear within 5 business days. That seemed a little long to me in light of what was, and is, in my mind a medical emergency. However, the rep took the time to inform me of what steps could speed up the process and everyone I spoke with on the phone was very kind and sympathetic. I received e-mail notifications when my paperwork was received and the pre-cert was expedited and returned to me with an authorizion within 24 hours!!! I am thrilled to have found an insurance that targets the conditions I am most concerned about in my large breed dog and have recommended Embrace to all of my pet-owning friends.