Figo Pet Insurance Review: Is It The Best Value?

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Dog laying on bed (Caption: FIGO Pet Insurance Review)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?

Visit Figo’s Website

Article Overview

Figo Pet Insurance

4.5 / 5
Figo Pet Insurance
Policy Coverage 4.5
Customer Service & Reputation 4.0
Timeliness of Claim Repayment 4.8
Policy Price 4.8


  • 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


  • 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)

Key Features

Figo App Screenshots

  • Underwriter: Independence American Insurance Company (IAIC)
  • 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 HoursFigo Waiting Period Chart

  • 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

What Does Figo Cover?

Services included are not limited to this list and are subject to change.

CoveredNot Covered
Vet exam fee (optional)Pre-existing conditions
Emergency and hospitalizationRoutine or preventative care
SurgerySpaying or neutering
Hereditary and congenital conditionsTraining classes and devices
Prescription medicationGrooming
Cancer treatmentBreeding, pregnancy or giving birth
Specialty careEating 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

Dog in wheelchair on beach: Canine Hip DysplasiaDoes 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).

BreedLabrador RetrieverEnglish Cocker SpanielGerman ShepherdYorkshire TerrierYorkshire TerrierYorkshire TerrierMixed Breed Cat
Age2 years8 years4 years6 years2 months2 months2 years
(zip code: 33134)
(zip code: 60290)
(zip code: 90001)
New York
(zip code: 10001)
New York
(zip code: 10001)
(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 Level80%70%90%80%80%80%80%
Annual Deductible$250$500$500$250$250$250$250
Annual LimitUnlimitedUnlimited$10,000$10,000$10,000$10,000Unlimited

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.


Our readers have access to an exclusive 5% off a new Figo pet insurance policy - just use this link to get started.

Reimbursement Story

Golden Retriever on boat

  • 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

Figo vs Other Companies

See what the key differences are between Figo and other leading pet insurance companies.

Figo vs Healthy Paws

  • Healthy Paws was founded in 2009 and has a great, stable reputation. Figo was founded in 2012 and doesn’t have the customer service reputation that Healthy Paws has.
  • Healthy Paws pays 99% of its claims within 2 days, while Figo typically pays claims within 5 to 7 business days.
  • Healthy Paws was more consistently among the least expensive options in quotes we ran, whereas Figo was more sporadic.

Compare Figo and Healthy Paws

Is Figo The Best Pet Insurance?

Visit Figo’s Website

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?

About The Author:

Kimberly received her Bachelor of Arts in multimedia journalism from Simpson College. She has been writing about dogs since 2014, covering subjects such as dog insurance, training, health, accessories, and more. Her work has appeared in many notable brands, including The New York Times' Wirecutter, Reader's Digest, Forbes, People, Woman's World, and Huffington Post.

Kimberly's natural curiosity helps her research as she seeks the truth when learning about, comparing, and personally testing canine products and services. With every piece she writes, her goal is to help our readers find the best fit for their unique needs. Kimberly grew up in a family that loved Labrador Retrievers and remembers running and playing in the yard with them as a child.

In 2017, she and her husband adopted their Coonhound mix, Sally, from a local shelter. Kimberly’s research was put to good use since Sally faced some aggression issues with other dogs and needed some training to be an inside dog. She worked daily with Sally and sought help from professionals to help Sally become the happy pup she is today. One of Kimberly’s favorite pastimes is spoiling Sally with new toys, comfy beds, and yummy treats (she even makes homemade goodies for her). She tries to purchase the safest products for Sally and knows that each canine has their own specific likes and dislikes. Kimberly is passionate about dogs and knows the bond between humans and canines is like no other.

Disclaimer: Information regarding insurance company offerings, pricing and other contract details are subject to change by the insurance company at any time and are not under the control of this website. Information published on this website is intended for reference use only. Please review your policy carefully before signing up for a new pet health insurance contract or any other contract as your unique circumstances will differ from those of others who may be used for example purposes in this article.
Disclaimer: The information provided through this website should not be used for diagnosing or treating a health problem or a disease. It is not a substitute for professional care. If you have or suspect you may have a health problem, you should consult your health care provider.

Disclaimer: This website contains reviews, opinions and information regarding products and services manufactured or provided by third parties. We are not responsible in any way for such products and services, and nothing contained here should be construed as a guarantee of the functionality, utility, safety or reliability of any product or services reviewed or discussed. Please follow the directions provided by the manufacturer or service provider when using any product or service reviewed or discussed on this website.

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sara turner
August 5, 2020 2:16 pm

Best customer service and really quick turnaround on claims. I’ve told all my animal friends about Figo.
Would love the option of a Wellness Plan at some point.

August 2, 2020 1:21 pm

Absolutely the best customer experience. Exceeded all of my expectations.

Tracy Vasquez
July 31, 2020 12:52 pm

Figo has been so helpful! I totally expected to speak with an “insurance” rep and instead got a kind and caring person. They seem so concerned about my dogs and their health. I bought insurance for my youngest dog expecting him to have issues because he’s super energetic and eats everything. I went ahead and bought additional coverage for my older dog not expecting to use his at all because he’s super chill and never gets on any trouble. In the last year, I have had to use it for both dogs. My younger dog had a horrible infection with a high fever in the height of the pandemic. I couldn’t go into the vet with him and he had to stay overnight and was in fairly critical condition. The representative at Figo was amazing and caring and put up with me sobbing uncontrollably over the phone as I waited in the parking lot of the vet. She helped me submit all of his documents and truly held my hand through the process. It was a warm experience in the midst of a challenging and chaotic time. I am so happy I chose Figo. If I had any criticism at all it would be learning the app has been challenging. But I can always call a rep to help me through it. Thank you very much!

July 27, 2020 7:50 am

Figo is an incredible company. They are very quick to pay and with such an easy process. I would recommend them to everyone.

July 21, 2020 10:39 pm

I was just trying to decide between Figo and Healthy Paws when I saw on the Figo signup, “Mobile Phone Required.” Are they seriously going to turn down a customer (me) because they don’t have a mobile phone? I will call them tomorrow but if that’s the case, it certainly makes the decision easy for me.

July 9, 2020 2:47 pm

Figo has very competitive pricing and pays all claims VERY quickly.

July 7, 2020 11:31 am

Figo has been very helpful with all of our dog’s medical needs. The customer service in this company is out of this world! There are multiple ways to get in contact with Figo, it is so easy and fast to file a claim on the phone app, and claims are closed quickly and fairly. I feel that Figo really does care about the health of my dog and they are willing to be patient while educating me on different insurance options available. I would definitely recommend Figo if you are looking for peace of mind, outstanding customer service, and complete care for your animal!

July 5, 2020 10:18 pm

Our 2-year-old pup ate something on his nightly walk and it turned into a 3-day ordeal in and out of urgent care and resulting in 9k of medical bills. We were given the option to put him down or try a risky surgery. Thankfully, we had Figo pet insurance so we didn’t have to worry about figuring how to cover this out of pocket. The customer service reps were all very helpful and extremely empathetic. They covered almost everything and helped keep little Stanley alive! We are forever grateful!

July 5, 2020 9:20 pm

Best experience ever!! Based on many vet visits and insurance claims, Figo has been there for us. We have had prompt replies and great customer support! I wish Figo was for humans, too.

July 5, 2020 11:53 am

As a veterinarian, I need to say I strongly recommend pet insurance. With Figo, I’ve had great experiences and have been able to take exceptional care of my pets and have been reimbursed appropriately. I think Figo is essential as we never know when our pets can have an emergency. This is great insurance to have!

Stan S.
July 2, 2020 6:30 pm

I joined Figo less than a year ago, and fortunately have not had to use it, but I recently added another dog and had some questions and minor problems. The customer service, particularly “Kelly” and “Ann” were the best I have ever received. They were polite, helpful, and knowledgable. Kelly even got back to me unsolicited to show me how I could save on my premium. If the rest of Figo lives up to its customer service, it is very special indeed.

June 29, 2020 6:47 pm

I am extremely pleased with Figo. They answer the phone promptly, are very helpful, and our reimbursement came very quickly. Our Wheaten Terrier almost passed because of a pneumonia, and the hospital bill exceeded $2500.- They reimbursed precisely what they claim they would, with no hassle.
A suggestion for a side business for them: teach companies how to treat their customers: it was a breath of fresh air to speak with someone who listens, cares, is polite and helpful.
I am recommending them to everyone who has a pet.

Sally Lersch
June 19, 2020 7:18 pm

I am so pleased with Figo. I got the insurance several years ago and they covered my cockapoo’s ACL repair. Recently Beau became very ill and spent 5 days in the emergency vet hospital. I was never so grateful to have Figo because, while the care was very expensive, I never had to worry about being able to afford what Beau needed.
Their claim process is so simple, they are very responsive and the claims are paid with lightning speed.
I recommend them to all of my friends who have pets. Great company!!

Marci Irwin
June 19, 2020 1:43 pm

I got insurance to cover my 2 dogs and I did not really know what kind to get or how to buy the deductibles. I have submitted claims for a pet who got very sick and needed care and they paid pretty quick minus my deductible after I figured out what they needed to review my claims. I am hoping I can keep this as I have another pet who has not needed to use the insurance but nice to know it’s there if I did. I see some new posts and worry the rates will go up a lot with a new underwriter. This is my first year 2019 and 2 pets is about $120/month. Very tough year with the economy.

Lindsey F
August 8, 2020 10:59 pm
Reply to  Marci Irwin

My insurance doubled this upcoming year. I would start to look at other insurance companies!

August 2, 2020 11:08 am
Reply to  Marci Irwin

Hi Marci. Please explain the increase you had in 2019? How did it get to $120.00 per month for two dogs?

June 18, 2020 9:02 pm

I love this company more than words can express. Our girl had cancer and needed multiple surgeries and treatments. Our medical bills are over $10K and they covered absolutely everything. Not only did they cover her, they paid our claims for thousands of dollars each, in about 12 hours. And they sent her a card with signatures and personal “get well soon” messages. I don’t know that I would’ve gotten through this year without Figo. We got to make care-based decisions rather than financial ones. We’ll never go without insurance again and we’ll never go with anyone else. Love you forever, Figo!!

Stasia Dionne
June 18, 2020 6:55 pm

Figo has been great for me. All the claims I have submitted have been accepted and paid according to the policy. I’m very happy with Figo. I’m so glad I have it for the unexpected emergencies I’ve had with my dogs.

June 18, 2020 5:48 pm

I have had a Figo policy on my dog since we picked him up at 8 weeks old last summer. In that time, Figo has paid three claims without issues. I wasn’t sure how my first claim would go because it was for surgical costs related to total cryptorchidism. I was concerned it would be denied because it would be considered a neuter. Luckily I was wrong – Figo immediately paid exactly what should have been covered. In the past month, I have made two more claims for emergency care and an ear infection and both have been paid within a day, maybe two. With the caveat that I don’t know what future renewals and premiums will look like because we’ve not been with Figo a full year yet, I am incredibly pleased with my Figo experience so far and would recommend them to anyone getting a puppy.

August 2, 2020 11:20 am
Reply to  Jennifer

Hi, grateful your dog is fine. I am also worried about the yearly increase. I spoke to them and cannot even reflect on last year’s or the year past so I can get an idea. I did not find that they knew what they were talking about. The different people I spoke to had different stories. I think they need teamwork. I am still looking for a company that does not rip you off. Remember that once a cancer claim or ACL comes to play you’re stuck with that company or will never be covered again in the same area. It’s pre-existing condition then and you’re stuck with them and they know it, so the price gets jacked up…I breed dogs and showed when I was younger. My dogs never got ill until they were older than 10 except an earache. I like anyone to answer me in the upcharge yearly.

July 14, 2020 12:12 pm
Reply to  Jennifer

Well, unfortunately, I just got the renewal documents for my Figo policy and am disappointed. My deductible was increased from $500 to $1000, my reimbursement percentage was lowered from 80% to 70%, the annual limit was lowered from unlimited to $20,000, and my monthly premium actually increased despite all of these negative changes. I will be looking at my other options for pet insurance.

August 2, 2020 11:23 am
Reply to  Jennifer

It’s hard to get another company if you have a prior condition that was filed by them. You will be paying a lot. Let me know please while I am on the hunt for a policy.

Tara Boyer
June 18, 2020 5:41 pm

We love Figo! It’s unfortunate to see these bad reviews because we have experienced the exact opposite. They were extremely easy to work with, file claims, and get paid out on our claims. And these were no small claims…two TPLO surgeries for our dog within a year. I cannot recommend them enough!!!

August 2, 2020 11:26 am
Reply to  Tara Boyer

What was the next year’s price? That’s the issue. I have a puppy and I want a lifetime company that only goes up a few % not 100 to 200%.

June 18, 2020 3:54 pm

Figo has been amazing. Our beloved little Morkie Boone has been having quite a few different health issues in the last year and Figo hands down has been unbelievable. Everything was covered. Communication via app happened within minutes and all claims have been reimbursed super fast, within a day or two…Our human health insurances need to step it up. Figo is much better and we wish we could switch to them as humans.
We love Figo!

J. Czachorowski
June 18, 2020 3:18 pm

New underwriter now. Huge deductible, lower coverage and higher monthly fee. Not sure how long I can afford to stay now. I may just give it another month. I had to cancel two of my pets because of this, I only have two other covered. Not sure it’s worth it. Great customer service though, that is the only reason I am still giving it a little longer chance.

August 2, 2020 11:27 am

Please contact me and tell me how much it went up. I hate this. The company owns you at this point.

June 17, 2020 2:27 pm

Purchased this insurance for my chihuahua and cocker spaniel in 2018. For $10,000 max coverage yearly with $500 deductible covered at 80% it was $61.20 for the Spaniel and $62.90 for the chihuahua. So apparently they have a new underwriter. The new price for the same exact coverage is now $111.96 for the Spaniel and $88.34 for the chihuahua!!! $75.30 more a month!!! A 62% increase!!! Oh, and good luck getting them to pay a claim. You have to call in everything and fight every claim. If you don’t everything is a pre-existing condition! Buyer BEWARE! Figo is a terrible!

August 2, 2020 11:31 am

Wow, thank you for your story. Why do they have so many good reports…Oh yeah, you can buy people to write good stuff. Please get back to me. They own you if have a claim.

Figo Customer Experience
June 29, 2020 12:09 pm

Hello Thomas,
We would like to thank you for providing us the opportunity to help protect Castro & Rothko since 2018. We’re sorry to hear your claims and recent renewal experience has not been as expected. Feedback from our policy holders is greatly valued and appreciated. We would like to take this time to address your concerns regarding your renewal and claims experience. 
As you’ve stated Figo has partnered with a new underwriter for our policies. Each underwriter has their own method of setting the rates and coverage that apply to all policies. This is the reason behind some of the changes you’ve seen on this year’s renewal. The decision to partner with a new underwriter was made with the best intentions for policyholders like yourself. Our previous underwriter had a history of issuing drastic rate increases year after year, with additional increases scheduled in the future. We believe this change will allow us to offer you greater rate stability going forward and an overall greater customer experience.
We also provided a recommended renewal coverage for Castro & Rothko in an effort to help mitigate any changes you are seeing to your premium. Please know this recommendation is only one of several plan options available to you. We’re more than happy to review additional options with you to help maximize your coverage while maintaining a feasible premium.
In regard to claims, it is always our intention to provide fair and transparent coverage for our policy holders. Per our policy guidelines we are unable to provide coverage for any wellness/preventative care or expenses related to a pre-existing condition. Any determination made for your claims is always based solely on your vet’s medical records. However, if you ever feel your claim was covered incorrectly you always have the right to appeal the claim decision. It’s great to see the most recent claims for Castro were eligible and we hope he is recovering well from his recent mass removal and dental procedure!
Again, we appreciate the feedback you provided and thank you for reaching out. We’ll be happy to review your concerns in further detail with you directly. A supervisor from our customer experience team will be reaching out to you regarding your renewal and any claims you wish to review.
Figo Customer Experience Team

August 2, 2020 11:41 am

I want you to email me and we can speak. You got a new underwriter but your prices are still jacking up as many people stated. Your team worker and one supervisor replied and knew nothing. I felt we can be robbed. There’s something called statistics and one did not know what that was. I like to see and speak about them. I need to know about the honest commitment I am making. I don’t play games. If I don’t hear from you I know why?

June 18, 2020 7:00 pm

Thanks for comments. Not one of my claims have ever been paid.

May 26, 2020 12:26 pm

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.

Figo Customer Experience
May 27, 2020 2:30 pm
Reply to  Seyda

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.

Figo’s Customer Experience

May 13, 2020 4:30 pm

No 5% discount applied at all. Must be clickbait.

Figo Customer Experience
May 27, 2020 4:37 pm
Reply to  Will

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!

Figo’s Customer Experience Team

V mnz
May 2, 2020 6:14 pm

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.

Figo Customer Experience Team
May 7, 2020 3:07 pm
Reply to  V mnz

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!

Figo’s Customer Experience Team

Stefanie Gilbert
April 24, 2020 6:37 pm

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.