I have only turned in 2 claims and the turn around is very impressive. The Customer Service is amazing. I lost a pet and did not have her insured and knew then that I would never have another pet with out insurance and hope and pray I don't need it. I checked many different carriers and chose Embrace not by price but the service I received while I was shopping. They answered questions I hadn't thougth to even ask and I feel that I have the best coverage for my pet, they even ask for me to send a picture of him. Happy customer!!!