I have been with Embrace for just about a year. I have a black lab puppy that I got when he was 8 weeks,and since that time he has had some serious stomach problems due to allergy issues and we have spent a lot of time at the vet and the emergency room. Every claim I have submitted has been handled very quickly, and each explanation and refund has been exactly as I expected per my policy. The customer service team is very responsive to both calls and emails that I have initiated, and questions that I have had have been answered to my satisfaction. I expect there will be some changes to coverage/refunds in the next year, if the allergy issues continue, as they could become a "pre-existing condition" once the policy renews. However, I understand that this is common with most pet insurance, and my overall satisfaction with Embrace will keep me renewing year after year even though "pre-existing" conditions will not be covered.