I have submitted this letter to the claims department twice in two weeks with no response. I have submitted this letter to USAA for review of product recommendations. I hope I can talk to someone to help me have a more positive reference for your company. January 26, 2021 Samuel Symmes P.O. Box 2973 Bethel, Ak 99559 907-545-**** Embrace Pet Insurance Attention: Brian Macias CC: USAA Dear Brian Macias,I am writing you out of frustration and extreme disappointment. I purchased an Embrace Pet Policy very soon after getting my Great Dane Puppy at 10 weeks old three years ago. Wanting only the best for him I first asked around and was told about Embrace. The referrals were not overly positive from my friends. However, I have been a USAA member for 37 years, trust them with all my lifes important insurance needs and protection. They have also always provided the very best products and product recommendations. With this I decided to purchase and hold and Embrace policy for three years. That was until this month.After three years of sending in claims, calling, emailing and endless work on my end to follow through with paperwork requested by Embrace I realized why I had not been given good recommendations by my friends. I called and emailed many times asking for help, offering to try and get information they needed etc. Eventually I started to voice my dissatisfaction with the service I was receiving. Almost all the representatives were very nice on the phone and made a lot of promises things were going to get better or that not much was needed to finish the claim. Then when these promises were never lived up to, I started to ask for a more senior person to voice my concerns to. When I did get to that person, again they were nice, but all the promises were for lack of a better term blown off.Finally, I called to cancel the policy. I was promised a senior customer service care member would contact me to see if things could be made right and not have the policy canceled. I have never received a call and thus canceled my always paid in full, on time account which not once benefited me or what Embrace states they are concerned about, my dog.I am not one to take the time to write a letter or to go out of my way to make sure others do not have the same experience I have unless it was a really bad experience, which this was. I hope at a minimum Embrace will at least look at my situation and try to use it as a learning experience, so others do not waste their time, money or like me put trust in your product if I should ever need it when it counted the most. But Embrace never followed through. I hope I can see follow through now. Sincerely, Samuel Symmes User's recommendation: Do not purchase this insurance.