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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
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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BEWARE AND STAY AWAY, this company is a total scam…They just take your money and deny every claim even if you see it covered in your policy. This is what they are told to do. I don’t believe they even review any claims. They also lie to you to delay at first, then wrongfully deny. I never received not 1 cent back from them and when I asked them to cancel my account and refund me all the money I spent for unrendered services they lied again and said they refunded an account number that does not even exist just so I think that they refunded me which was another scam.
Hi Seyda,
We are so sorry your claims experience with Figo was not what you had anticipated. We would love to take this time to go over our policy and claims process.
We truly wish we could cover every claim that is submitted because we love helping our pet parents when they need it most! However, at the end of the day, we are an insurance company and thus bound by the terms outlined in the policy. In general, our policy does not cover routine, wellness, or preventative care; so things like but not limited to; wellness exams, spaying, neutering, vaccinations or heart-worm/flea/tick preventative medication are not covered under our plan. Our records show that 2 of the claims were for neutering and vaccinations, which would fall under the preventative/wellness care category therefore were not eligible.
We focus our coverage on unexpected illnesses and injuries because you never know how much they might end up costing. Items that could be eligible; ear infections, diarrhea, urinary tract infections, allergies, ACL tears, fractures, ingestion of foreign objects, cancer, and so much more. We do see a claim for an illness was submitted last year and the treatment was applied toward your annual deductible, meaning the claim was eligible for coverage!
Our policies are customizable. When a policy is purchased, customers have the option to choose their annual deductible and reimbursement percentage. Once you have met the annual deductible per policy year, Figo can offer reimbursement for covered illnesses, injuries and accidents.
We thank you for allowing us the opportunity to protect Mr. Pickles. Our Claims Support Manager will be reaching out soon to discuss your concerns in further detail.
Best,
Figo’s Customer Experience
No 5% discount applied at all. Must be clickbait.
Hi Will!
Thank you for taking a interest in Figo! The discount is automatically applied from the link above. After you have reviewed coverage options, the discount will be listed on the purchase page! Our customer experience team would be happy to help you with any question you have. They can be reached at 844-738-3446!
Best,
Figo’s Customer Experience Team
When I first signed up with this company, I gave them stellar reviews; however, things have gone downhill. This company lured me in with very low rates for pet insurance for all 3 of my dogs. After 2 years there was a significant increase in premium that raised my cost by almost $200 a year. They explained it was due to my premiums being too low compared to the national average and they needed to be raised. At this point, my dog was sick and I just kept the insurance. The following year there wasn’t a large increase and they assured me that they wouldn’t have a significant increase like that again. Fast forward 3 years later and they have changed underwriters. Now my premium has increased by $10-$15 per dog, raising my premium by $380 a year. At renewal, the company hid this significant increase by lowering my dogs coinsurance from 80% to 70% without my authorization. They said they did this automatically to not have my premiums raise significantly. When I asked them to change my policy back to what I authorized (what I signed up for) I then saw this large increase to my insurance rates. Had I not read my declaration page very closely, I would not have noticed this small change to my policy and wouldn’t have seen this increase in premium. This is being done during the covid-19 pandemic and most insurance companies are offering discounts to their clients. Figo, is changing your policy design without your consent to hide the insanely large increase to your premiums. This company uses unethical business practices to lure you in with very low rates, knowing that after 4 years your dogs will have been to the vet several times and anything your dog has been to the vet for, another pet insurance company with not cover because it will be considered a pre-existing condition. Figo let me know that if I cancelled my policy, no other insurance company would cover my dogs cancer treatment. So either I pay the new high premium or just create a savings account to save an emergency fund for my dogs. Do not sign up with Figo.
Hi Valeri,
Thank you for allowing us to insure all of your pets over the last few years. We appreciate the feedback provided as we’re always looking to improve on our service.
We always strive to provide our customers with as much communication via email/mail as possible regarding their pet’s annual renewals. We would like to take a moment and provide more information regarding your renewal and our recent internal changes during these unprecedented times.
Over the last few years, our previous underwriter had issued a series of rate increases, which impacted a lot of our customers like yourself. This is what prompted our interest in working with a new underwriter. Our new underwriter has much more experience in the pet insurance industry, which we believe going forward will help stabilize our rates. Figo partnered with the new underwriter in December of 2019. We sent out email communication about this change earlier this year. Policy transfers began shortly thereafter at the time of renewal in all 50 states.
Each underwriter does rate policies differently, therefore, some of our policyholders are seeing changes with their coverage and premium. Because of this, we made sure to communicate via email with our customers of their upcoming renewal at least 30 days prior, to provide them with the time to understand our internal changes and how it may affect their policy at renewal.
When the renewals were issued, we offered recommended coverage changes to policyholders who were seeing higher changes in the premium. These are just recommendations and there are many other options we can offer in to help keep the premium down while still providing the best coverage possible.
We’d like to confirm that the changes seen on your policies were not in response to or caused by the current Covid-19 pandemic. The difference seen is due to a change in underwriting, which became effective on your regular annual renewal date. We do understand how drastically this pandemic is affecting many of our policyholders, and have options available to help them through these times.
Again, we appreciate the opportunity to protect all of your pets. We hope your family is staying safe and healthy. We see that you have already spoken with a supervisor from our customer experience team and have renewed your coverage. If you have any other questions or concerns, do not hesitate to reach out! We would be happy to help!
Best,
Figo’s Customer Experience Team
I purchased Figo insurance two years ago, and this year my 12-year-old dog was diagnosed with an aggressive form of cancer. Each time I submitted a claim to Figo, the claim was covered exactly according to my policy within a day of my submission. I am so pleased with this insurance coverage.
FIGO’s staff are very courteous and helpful. They are always there to answer any questions regarding the coverage and some animal health issues. Thank you so much!
FIGO has been great! I always get an answer within 24 hours. My golden has had urinary conditions for quite a while now and FIGO always covers the testing and medications. As my dog gets older it’s good to know I have FIGO to cover her.
Thank you FIGO!
Figo has been absolutely awesome to work with. They make the claim process smooth and simple. I was blown away by the speed with which they processed our claims and how they were so concerned with our pups well being. Keep up the great work!
I’ve had five go for over a year now and I’m very upset to find out they have a new underwriter and changed my insurance deductible and percent of reimbursement and said what they can do that that’s very upsetting and I’m not happy with FIGO at all
Great choice of pet insurance. Fast claim processing and clear explanation of what is and what is not covered. Absolutely no complaints and highly recommend!
Figo was absolutely amazing when I submitted my claim for my puppies knee surgery!! They were extremely fast and very helpful with all the questions I had which made such a stressful time a little bit easier. One of my best decisions was to get insurance with Figo for my little fur baby!
OMG! I submitted a claim and it was done and approved within 24 hours. FIGO paid for my 3 year old Boston Terrier’s first and second luxating patella surgeries (same knee) without any hesitation. I am so happy with their fast response, no hassle process. Would recommend to everyone.
Figo has been awesome for our puppy Murphy! Murphy has a tendency to eat everything, including my retainers, w 4 inch bully stick, and some chocolate over an 18 month period. As a result, we’ve spent a lot of time at the Vet and with Figo. Our experience with Figo has been nothing short of spectacular. We take a picture of the bill from our Vet, upload it to the app and usually have a direct deposit in 3-4 days. The vet chat line has also been a great resource as we learn about our dog and what may or may not need vet attention. Can’t say enough good things about them.
A COMPLETE SCAM!!!!!! My policy for my dog began in April 2019. In September 2019 she started to show signs of knee pain. Obviously I took her to the vet to be looked at. We tried some non-invasive options, but ultimately my sweet girl had to have ACL surgery in Jan 2020. We are currently 11 weeks into the 12 week recovery period, so I decided to submit the claim. I was told today that Figo will cover ZERO of her $4000 medical bills. Why??? Because her knee trouble was documented FIVE MONTHS AFTER the start of our insurance policy, and evidently Figo has a SIX MONTH WAIT PERIOD. They consider her knee issue a “pre-existing condition” because it fell within the first six months of coverage. For $60/month for almost a year and ZERO reimbursement…Um, yeah, I’d say it’s a scam!!! I have been a dog mom and involved in animal rescue for many years – and I know animal compassion when I see it. FIGO IS NOT ANIMAL COMPASSION!!!! Find a real company who will help you take care of your fur babies!!! Shame on these people!!!
Hi Jamie,
We hope Justice has recovered well at home from her knee & hip surgery. We are sorry to hear that the claim outcome related to Justice’s knees was not what you were expecting. We would like to take a moment to provide more information on our policy and how it applies to Justice’s claims.
Like all pet insurance carriers, we are not able to cover pre-existing conditions. Our policy defines pre-existing conditions as medical condition that showed signs or symptoms prior to the start of the policy or occurring during the initial waiting periods. Justice’s policy began on 4/09/2019 with the following waiting periods starting that day: 5-day waiting period for accidents/injuries, 14-day waiting period for illnesses, and a 6-month waiting period for any knee conditions.
Justice’s medical records indicated that she was showing signs of bilateral torn cruciate ligaments since September 2019, which would fall within the 6-month knee waiting period. Therefore at this time, claims pertaining to her knees would not be eligible. However, that does not exclude Justice from all coverage! Justice’s hip dysplasia was covered, and any further treatment related to hip dysplasia could be eligible in the future.
We truly wish we could offer coverage for every claim, as we do passionately care about the well-being of our pets. Figo is a state-regulated insurance company that is bound by the terms and conditions set in place by our underwriter, which is why we try to offer as much information regarding our policy on our website and in the welcome email.
We thank you for your work in rescue over the years. A supervisor from our claims support team will be reaching out to you shortly to help better address your questions and concerns.
Best Regards,
Figo’s Customer Experience Team
Sadly, I had to drop Figo……after filing one claim for an ear infection, I got a notice at the time of our renewal, that our monthly rates doubled….Have to say, they were wonderful in communication……but I was not happy with this bait and switch…sorry Figo..we had to go elsewhere!
Hi June,
We are sorry to hear that your renewal experience felt like bait and switch. We understand how frustrating it can be to see a rate increase.
The reason you saw a rate increase when your policy renewed was due to a rate change issued by our previous underwriter. They felt this change was necessary in order to keep with the rising cost of vet care. Please note that filling claims will never impact your premium, as rates are based off the pets age, breed, and zip code.
However, after much thought and review, Figo decided to start working with a new underwriter this year. We heard the concerns from our customers regarding rates and wanted to offer a better experience when it came time to renew each year. Our new underwriter has much more experience in the pet insurance industry which we believe will help prevent drastic rate increases in the future.
We are sorry to see that you canceled your policy. We thank you for the kind words you mentioned about our customer experience team. If you are ever interested in rejoining Figo with our new underwriter, please let us know! We would be happy to help!
Best,
Figo Customer Experience Team
My 8.5 year old Vizsla contracted Pneumonia, very unexpected! With Figo Insurance, $1300 was reimbursed out of a combined total of 3 visits, and $2,000. They were very prompt and helpful! Thank you Figo!
I am so grateful to Figo insurance. Clarabelle had an unexpected emergency surgery summer 2019 and because of Figo, I didn’t have to worry about the financial burden that this could have been on a tight budget. Figo quickly covered their 70% and the money was deposited straight into our bank account. Clarabelle got the care that she needed and I got to spend time caring for her and not worrying about how I would afford her treatment. I literally cried tears of joy and relief when I called to make sure her treatment would be covered and the agent assured me it would be covered and I didn’t need to worry. Thank you Figo.
Our golden doodle, Bazinga, was recently diagnosed with a tumor during her wellness exam. We took her to see a specialist and they did ultra sound to confirm the prognosis. She then had exploratory surgery to remove the tumor. Thank goodness it was benign. Figo received the claim on Friday and it was approved on Monday. Very quick service. They covered everything and my out of pocket was very reasonable. I researched Figo insurance and they get very high ratings! Thank you, Figo.
I have had an absolutely FABULOUS experience with Figo. About a month or two after I signed up my 11 year old dog developed a serious health issue which has evolved into a couple of different things. Figo has paid every one of my claims quickly and with no argument. I had originally signed up with Trupanion but hated the per incident deductible and the fact that they don’t pay exam fees so I switched to Figo and I’m so glad I did!! I’ve done the math and Figo has reimbursed me about $6000. With Trupanions per condition deductible they would have paid me $1200! Plus exam fees are huge when we are seeing specialists and with ER visits where these fees can be $100-250 each. I recommend them to everyone!
I got this insurance a couple years ago when I was paying a lot for several minor visits to the vet. Then my dog didn’t really have any issues for a while so I forgot I had it. Luckily I Finally remembered this year after she had been going to the vet more frequently. I was able to submit several claims for the year In one take and the accept most of the charges after I met my deductible. I’m very thankful that I was able to get a good chunk back so I don’t feel so stressed when I have to take my pups for more tests.
I am so ashamed of myself for signing up for this pet insurance. I have been paying on my policy for almost a year. I needed to file a claim for my cat as she was throwing up. I took her to the vet hospital they really did not find anything wrong with her. They did give her some medicine as they felt she may be having a problem with defecating. My cat had this problem around 3 years ago but the vet did not find anything that was causing this. She said she may have eaten something that caused this. Of course, when I submitted my claim to FIGO they denied it as they stated that this was a precondition that was not covered. My total vet bill was $932. I agreed to the additional testing as I thought I was covered under this insurance plan. Big mistake!!!! When I called the lady would not provide me the legal address to provide to my attorney nor would she provide me anyone else to speak with. She stated that she was the only person in the office. I asked to speak with her manager and of course, they were not available. This is a typical insurance response when they do not want to payout. She kept tel me that they do payout for services and recently paid a $20,000 claim. HA HA HA, what was that the one claim for the year and this has been added to your script to defuse customers? Cats get sick and mine does about every 6 months or so but it passes. Their response was as follows: “Cat has a history of intermittent vomiting and constipation over the last 2 years. She has episodes about every 6 months where she will be straining to defecate and will produce either nothing or large dry fecal balls. She always vomits and cries during the days when she is sick.
Chronic intermittent vomiting, constipation, anorexia, +/- diarrhea” But this is not covered as they consider this as a precondition prior to taking out my policy. Again, they have no intention of paying anything out and they expect their payment every month on time. Think the only way you could get a claim is that it has to be a newborn with no problems and then maybe they will payout something but like most insurance companies they will find a loophole. Please I beg you not to make the same mistake I did. I am so ashamed and embarrassed I allowed myself to be taken advantage of.
Hi Rick,
We hope Ming is recovering well at home from this recent trip to the ER. We’re sorry the claim outcome was not as expected. While we wish we could cover all claims, like most pet insurance carriers, we cannot cover pre-existing conditions.
Per our policy, a pre-existing condition is any condition that has shown signs/symptoms before the start of the Figo policy or during the waiting periods. Based on the medical records received from Ming’s veterinarian, also mentioned in your review, Ming “has a history of intermittent vomiting and constipation over the last 2 years.” This indicates that Ming has been experiencing recurring signs/symptoms of vomiting and constipation that have never resolved, making it a pre-existing condition.
We insure a lot of pets from old to young, and many that already have pre-existing conditions, such as Ming. Those pet parents opt into pet insurance for coverage for any other new major illnesses/injuries that may come up over their pet’s lifetime, while understanding that any conditions already present would not be eligible under the policy.
We’re more than happy to review Ming’s medical history to provide more insight into any other medical conditions that may fall under the pre-existing category.
We understand that you are not satisfied with the claim outcome and if interested you can always appeal a claims decision. A customer experience supervisor will be reaching out soon to review the appeals process. We’re sending best wishes for Ming, we hope her vomiting and constipation episodes resolve soon.
Best,
Figo Customer Experience Team
I absolutely love Figo. They have provided excellent coverage for my Golden Retriever Luke, and reimbursement checks come in after a week. Thank you Figo!!
Run, run, run…FIGO is horrible! They find a way to deny everything, and I mean EVERYTHING. You cannot speak to an underwriter, they ask for very minimal information so your not sure what they need or want. They denied my pets pain medication after dental surgery stating it was for Arthritis while my dog has never been seen, evaluated for or diagnosed with arthritis. They denied my pets entire dental diseas claim (resporptive lesions). They do not distingush between Diagnositc testing and routine testing – to them – it’s all the same. If your pet is found to have an illness/disease while undergoing treatment for a non-covered item, guess what – it’s not covered. Yup- not covered. Spend more for a better policy with a company that has been around longer!!!
Hi Kim,
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
IFigo is a rip-off! I have been a customer for two years and NOTHING has been covered! They would not pay me until I pay my vet bill IN FULL no matter haw large the bill. And they have successfully managed to find a way to judge EVERY claim as a pre existing condition or otherwise not covered. I have paid at least $ 1400.00 in premiums and gotten absolutely NOTHING in return. I could have banked that money and not had to jump through all of iFigos hoops and paperwork and STILL had money left after paying my vet bills out of pocket. Run do not walk away from IFigo!!
Hi there!
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
Policy Holder: FGO10000068866
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.
Hi Michael,
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
Beware of FIGO and their unexplained rate hikes every year. they dont tell you this when you sign up. My rates for puppy where $45mo, now they are $105 for a 2 year old dog. I am stuck and cant go anywhere else because of preexisting conditions I wish I knew this before I signed up. I wonder if there are any companies were you know the rates ahead of time or what the annual increases will be.
I have done the math and all the money I have spent on premiums would have paid for every vet bill out of pocket! Do a short term cd and bank the money. That way you will have it and if you never use it for your baby you have a little nest egg!!
Hi Glenn,
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