I had only had my puppy for 1 month when I made the decision to get pet insurance. I had heard about VPI from my vet but I didn't like the pre-determined claims maximum they had on illnesses and injuries, especially since I didn't know if it was comparable to what vets really charge. I chose Embrace because of the reviews. At that time, Embrace had the most positive reviews and they offered plans that I could customize. About a month or two after I purchased my puppy's plan, she began favoring one leg. It turned out she needed surgery for her shoulder that was going to cost around $3,000. She had the surgery, is doing well, and Embrace reimbursed me after about 9 days of waiting. Overall, I am very happy with their customer service department.