This has been my first experience with pet insurance, and this is the second year that i've been insuring my pets. I have two boxers (both of whom have pet insurance). I love the fact that they have the "wellness care" now also, I spent ~$150 to get ~$200 in wellness care. So that's $50 for free!! It's great that you can spend it on a variety of items (front line, annual check up visits, etc.) I have called and/or emailed customer service a number of times. They are always willing to explain things to you and are very quick at responding to emails. They send detailed forms with their emails to show your deductible and what is covered, what you were reimbursed, what's left. So it's very easy to follow. I did my research before signing up for embrace, they had the highest reviews and now I understand why.