We have used Embrace for a year and a half and very much appreciate the responsiveness of the staff. They acknowledge the receipt of claims and then process those claims expediently (one to two weeks). They don't send "generic" emails loaded with jargon, just simple, direct communications about the status of the claim. The Wellness plan supports preventive care and provides more peace of mind.
The reason I rate them 9 instead of 10 is that they do not cover genetic conditions particular to your breed. I only know of one other insurance company that does, but I have been so pleased with the professionalism and personal touch at Embrace, that it would take a lot for me to switch.