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Figo is consistently among the middle of the pack price-wise for pet insurance providers based on reader feedback and our own test quotes. But does it offer similar coverage as some of the more costly pet insurance companies? Will Figo cover accidents and illnesses for your pet during an emergency?
Article Overview
Figo Pet Insurance
Pros
- Annual deductible (not per incident)
- BBB rating: B+
- Claims are typically paid within 5-7 business days
- Vet exam fee can be covered for an additional cost
- App available to support claims via iOS and Android
- 10% multi-pet discount
- Your pet is covered when they travel with you in the U.S., Canada and Puerto Rico
Cons
- 6-month waiting period for knees (waived if vet exam during first 30 days shows no pre-existing knee conditions)
- 5-day waiting period for accidents and 14-day for illnesses
- If there is a knee injury prior to enrollment or during the 6-month waiting period, Figo only covers CCL (ACL) on a second leg if the first leg remains healed for 12 months
- One-time $9 admin fee + $2/mo or $10/annual fee (waived if ACH setup w/bank)
- No wellness plan
Key Features
- Underwriter: Independence American Insurance Company
- A.M. Best rating: A-
- The first exam after the effective policy date will be used as a baseline
- Bilateral exclusions (a condition or disease that affects both sides of the body): luxating patellas, cruciate ligament tears or ruptures, cataracts, glaucoma, cherry eye, entropion, ectropion, hip dysplasia, elbow dysplasia and osteochondritis dissecans
- Processes a majority of claims within 5-7 business days (closes nearly half in 24 hours), and you can submit them via app, fax, email or mail
- Direct deposit reimbursement is available
- Pet Cloud app reminds you of upcoming vet appointments, gives you popular pet places around you, 24/7 live vet video chat, file a claim, meet pets near you and more
Pre-Existing Conditions
Defined by Figo as:
Claims for Accident or Illness to the Pet(s) that occur or manifest, whether treated or not, prior to the effective date of the Policy or during the waiting period.
Customer Service Hours
- Phone, text, chat, email, fax, Facebook Messenger or Twitter: Monday – Friday 8am to 7pm CST and Saturday 8am to 6pm CST
- Text only: Sunday 11am to 3pm CST
Waiting Periods
- 14 days: Illness
- 3 days: Accidents (depending on state)
- 6 months: Cruciate ligament events, knees, Hip Dysplasia
What Does Figo Cover?
Services included are not limited to this list and are subject to change.
| Covered | Not Covered |
|---|---|
| Vet exam fee (optional) | Pre-existing conditions |
| Emergency and hospitalization | Routine or preventative care |
| Surgery | Spaying or neutering |
| Hereditary and congenital conditions | Training classes and devices |
| Prescription medication | Grooming |
| Cancer treatment | Breeding, pregnancy or giving birth |
| Specialty care | Eating disorders |
| Chronic conditions | |
| X-rays, MRI's, cat scans, ultrasounds, bloodwork | |
| Ligament and knee conditions (after 1 year waiting period) | |
| Hip dysplasia (after 1 year waiting period) | |
| Rehabilitation (optional) | |
| Prosthetic and orthotic devices | |
| Physical therapy (optional) | |
| Holistic and alternative therapies (optional) | |
| Stem cell therapy | |
| Non-routine dental (limited to being related to accidents only) | |
| Costs of euthanasia | |
| Behavioral therapy |
Does Figo Cover Hip Dysplasia?
Hip dysplasia that first shows signs/symptoms after the 14-day waiting period for illness may be eligible for coverage. Most new policies have a 1-year waiting period from the policy effective date before coverage becomes available.
How Much Does Figo Cost?
Figo offers a variety of deductible options ($100, $200, $250, $500, $750, $1,000 and $1,500) as well as reimbursement selections (60%, 65%, 70%, 80%, 90% and 100%). Figo is the only provider we’ve reviewed to offer a 100% reimbursement option. Please know that all of the deductible and reimbursement options are not available in every state.
Below is a table showing examples of quotes from Figo. You can put your pet’s information directly into its site to get a better estimate for your pet (use our link below for the best discount).
| Breed | Labrador Retriever | English Cocker Spaniel | German Shepherd | Yorkshire Terrier | Yorkshire Terrier | Yorkshire Terrier | Mixed Breed Cat |
|---|---|---|---|---|---|---|---|
| Male/Female | Female | Female | Male | Male | Female | Male | Female |
| Age | 2 years | 8 years | 4 years | 6 years | 2 months | 2 months | 2 years |
| Location | Florida (zip code: 33134) | Illinois (zip code: 60290) | California (zip code: 90001) | New York (zip code: 10001) | New York (zip code: 10001) | Illinois (zip code: 60290) | Washington D.C. (zip code: 20001) |
| Price Per Month | $62.09 | $68.68 | $64.85 | $67.06 | $43.16 | $29.18 | $23.48 |
| Reimbursement Level | 80% | 70% | 90% | 80% | 80% | 80% | 80% |
| Annual Deductible | $250 | $500 | $500 | $250 | $250 | $250 | $250 |
| Annual Limit | Unlimited | Unlimited | $10,000 | $10,000 | $10,000 | $10,000 | Unlimited |
You can get personalized price quotes for your pet(s) from reputable companies when you fill out just 1 short form. You can also visit our pet insurance quotes page to see how the cost of Figo stacks up against the competition.
Coupon
Our readers have access to an exclusive 5% off a new FIGO pet insurance policy -just use this link to get started.
Reimbursement Story
- Dog: Dealer, 6-year-old Golden Retriever
- Diagnosis: Cancer – Soft Tissue Sarcoma
- Pet Parent: Mary Schuenemann, Illinois
My 6 year old Golden Retriever, Dealer, was diagnosed with a lump on his front leg in October 2018. He underwent a surgery to remove the lump. Once it was sent for further testing, it was discovered that it was Soft Tissue Sarcoma. My home vet unfortunately could not get clean lines, so I brought him to the University of Wisconsin Vet School for a second opinion. They recommended another surgery and this time all lines were clean. The best feeling ever!!! Figo paid 90% of the bill, of which, I am grateful. He is currently in remission!! Dealer is also part of the Morris’s Golden Retriever Lifetime Study. Thank you Figo for letting me give my dog the best care and helping save his life!!!
- Treatment Cost: Approximately $3,000
- Reimbursement: Approximately $2,700 (90%)
What Do People Think Of Figo?
Positive Reviews
The tides have turned! Both Kodi and Kiki have now benefited from the updated Figo. The new app process of submission gives a result in about 3 days. Kiki got into some Lily plants and was rushed to the ER. She had a 48 hour stay on fluids and many tests and thankfully turned out for the best. Figo covered the entire visit. Kodi was coughing and we took him in for a checkup. After an x-ray we located fluid in his chest. It was drained and analyzed. We are still awaiting final diagnosis for cause and treatment, but Figo covered the entire visit. Very satisfied with the new Figo! Kodi and Kiki thank you! – Dan M., Yelp 11/15/2019
This is the easiest most wonderful insurance experience I have ever had. The website is super simple to use and the staff at Figo are very helpful. Figo is an honest company that really wants to help. I wish human insurance was this reliable. – Elizabeth R., TrustPilot 11/22/2019
Negative Reviews
$900 lesson learned….. I communicated through the app to cancel the pet insurance last March when I was notified of the increase, or so I thought. My fault for not checking my statements more closely — but my account was never closed and my “auto enroll increase” processed too. No claims made— paying for pet insurance — biggest waste of my money. They have no record of my request to cancel and complaints of the increase cost. – Tricia G., Yelp 12/2/2019
I paid 10K over two years to insure my 5 pets. When my Chihuahua tore her ACL, and it cost me 15K for surgeries, they categorized the tear as PREEXISTING because she had a misalignment of her knee. I guess everything is preexisting if you stretch the analysis far enough. They did the same for all of my pets. They work hard to find a way to not pay ANYTHING. Don’t waste your money. – Karena R., TrustPilot 11/17/2019
Is Figo The Best Pet Insurance?
Figo is less expensive than some pet insurance companies, and it offers comparable coverage to other top pet insurance companies. We’ve compared Figo against other top pet insurance companies and ranked our top 3 in our pet insurance reviews. You can see if Figo made our top picks and which companies we feel are the best.
Would you cover your pet with Figo pet insurance?
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Thanks so much for reaching out, we’re sorry to hear 2019 was not a good year for Ernie. However, we are glad to see he has been able to reap the benefits of having a responsible pet parent that got him insured with Figo!
We do see the majority of Ernie’s claims were covered and reimbursed according to his policy. We understand there are some concerns with certain items that were not eligible for coverage. Please feel free to give us call, a knowledgeable member of our claims support team can provide clarity on how coverage was determined for all of Ernie’s claims.
We hope Ernie is doing well this year, thanks for allowing Figo to protect him!
Best Regards,
Figo Customer Experience
We’re sorry if we provided an experience that did not meet your expectations. We’re always looking to improve, and when you have a moment, please feel free to give us a call. One of our customer experience supervisors would be more than happy to speak with you.
That being said, we would like to take this time to go over how Figo works, what is eligible under our plans, and additional options that can be taken after a claims decision has been made.
Like most pet insurance companies, our plans are based on a reimbursement method. This allows our customers to bring their pets to any licensed vet in the United States, Canada or Puerto Rico. So if there is ever an emergency, they don’t have to worry about finding an “in-network” vet!
Pet insurance is meant as a proactive option, to help prepare pet parents for those unexpected expenses. There are a lot of different payment options our current customers utilize to help with those upfront costs. Some customers choose to open a Care Credit account which they can then pay with their Figo reimbursement. Keep in mind we do try to get our claims closed as quickly as possible, with 50% of our claims processed within 24hrs!
We are sorry to hear that your pet has had some medical conditions in the past. Like most pet insurance carriers, we are not able to cover pre-existing conditions. A pre-existing condition is anything that showed signs or symptoms before the start of the policy or within our initial waiting periods.
However, if a customer ever feels a claim should have been processed differently you’re always welcome to file an appeal within 90-days from when the claim is closed. You may request a review of any claim decision by sending a request to claims@insurefigo.com. Please explain your reasons for believing the claim should have been processed differently, and include any new additional medical information (medical notes, letter from veterinarian, etc.) that will aid in the claims appeal process.
We look forward to speaking with you to provide a better Figo experience for you and your pet!
Best regards,
Figo Customer Experience
I’ve had a terrible experience with Figo. It came highly recommended through a friend so I signed up and became a member in mid 2018.
During Christmas 2019, my dog, who had been perfectly healthy all her life throughout all her vet visits, started coughing strangely and we found specks of blood on her snout. We quickly took her to the vet and had the clinic send the insurance claim for the veterinary bills.
The whole process took over 2 weeks with Figo closing, re-opening my claim, disappearing for days and requesting more and more my pet’s previous records since her birth..
I managed to send them all the records from vets we had visited which clearly shows that *Karlie had no know issues.*
And once all seems to be set, all my claims were denied and not a single cent was covered with Figo using ‘pre-existing conditions’ for all her expenses regarding this new symptom thatstarted in Dec 2019. I felt robbed knowing that my healthy dog has never had any issues before and having had Figo insurance for 2 years, they won’t cover anything by claiming her condition was pre-existing while it was only discovered 2 weeks ago by the vet, after 1.5 years after being a Figo customer.
At the end of the day, I feel robbed by Figo. It’s not what I expected it would be.
We hope that Karlee is doing well and are sorry to hear your claims experience was not what you were expecting. We’d like to take a moment to review our claims process, as well as share some good new related to Karlie’s claims.
In general, when the first claim is submitted, our claims department will request a pet’s complete medical history–including the doctor’s physical notes–in order to review the claim for coverage. By having the pet’s complete medical records on file, we can rule out any possible pre-existing conditions.
We do not require a veterinary exam to enroll; however, if a customer cannot provide medical records showing their pet’s annual health exam by a licensed veterinarian occurring within the 12-months before the effective date of their Figo pet insurance policy, the first documented veterinary examination after the effective date of the policy will be used as the basis for determining any pre-existing conditions. This appears to be the case for Karlie and is why her claims were originally found not eligible.
After further review, Karlie had been seen by an additional veterinary office during the 12-months prior to her policy start date. We were not aware of this initially, and after requesting and receiving these additional medical records, both claims were reviewed again and it was determined they were eligible! That prior visit showed she was healthy, which is great! With all medical history on file, this will allow us to process any future claims much faster.
We are sorry the claim process did not go as you expected initially, but are happy that based on new information received coverage was offered for both of Karlie’s claims! We can assure you that moving forward you can expect a much smoother claims experience.
Best regards,
Figo Customer Service
Thank you for protecting your puppy with Figo! We’re sorry to hear you were impacted by the rate increase our underwriter issued prior to your renewal. In order for them to keep up with rising vet care costs, while still being able to continue offering the same high level of coverage, they determined they needed to increase the rates.
We understand these changes were significant and we are not happy about them either. That being said, we have some good news! We are transitioning to a new underwriter, so that we can provide rate stability in the future, while offering the same level of service and coverage to our customers.
When you have a moment, feel free to reach out to us. Our customer experience team would be happy to review your account and see what options are available for your pup at this time.
Best regards,
Figo Customer Experience