I have been a loyal customer of Embrace for about 3 years, and every so often they prove to me why I'll probably never switch. When I took my dog to the vet for her annual exam and vaccinations, it amounted to a whopping $345 bill! The claim was sent though there were some communication problems (due to said vet's horrible handwriting). Embrace attempted to contact said vet office several times to get a breakdown of the bill over the phone, but the clinic just sent out another bad copy of the bill instead. Another insurance company probably would have given up by then, and not even bothered after a few weeks, but Embrace didn't let it slide and let me know the situation when I contacted them. After speaking with (an incredibly rude) receptionist at my vet's practice and failing once again to get the clinic's cooperation, I deciphered the vet's handwriting myself and e-mailed the breakdown to Embrace. They thanked me and send me the maximum amount reimbursement from their annual Wellness plan ($200), even though the claim was almost a month old by then! With any other pet insurance company, I probably would have had to live with the money lost, but Embrace always takes the time out to help their customers. Thanks again, Embrace!