Figo | Pet Insurance Review

I've been a loyal customer with your company since my dog Figo was a puppy—he’s now six years old. Until now, I’ve never had to file a claim, but during a recent emergency vet visit, I reached out to customer service to explain the situation and ask whether diagnostic services—such as consultations and further review of x-rays—are covered under my plan. Unfortunately, my interaction with your support team left me feeling even more confused and unsupported during an already stressful time. Rather than addressing my actual question, the representative repeatedly emphasized that a claims adjuster would need to review medical records to determine coverage. I completely understand the need for a formal claims process, but I wasn’t asking for a guarantee—just general clarification about whether those services typically fall under my policy. In a moment when I was overwhelmed and trying to make informed decisions for my dog’s care, I felt there was a real lack of empathy and basic guidance. It wasn’t until I asked for clarification a third time that the representative finally mentioned that our plan does not include office visit or exam fee coverage—which was part of the information I was looking for. However, they never addressed the other part of my question about diagnostic coverage for the radiologist review of x-rays. I understand that you can’t guarantee coverage without a full claim review, but I expected a more informative and compassionate conversation—especially when all I was seeking was general clarification to guide my next steps for my pet’s care. Instead of helping me feel supported, the conversation made me feel like I was a nuisance for even asking, which was incredibly disheartening. As someone who has been paying into this policy for years and trusted it would help me in a time of need, this experience has made me seriously reconsider the value of this coverage and the quality of customer support.

I purchased pet insurance from Figo through my Costco executive membership in September 2024. When we opened the policy, I spent several hours of my time compiling vet records for both of our dogs to make sure any future claims would be processed smoothly. Despite this time and effort. Every single claim I've filed (4 in total between the two dogs) has been followed up with an email stating that Figo doesn't have appropriate documentation to move forward. They also send an email to our vet asking for any and all of records on our dogs. I have contacted customer service on multiple occasions regarding this issue, and each time I call I get a different explanation. Initially, I was told it's just something that happens with the first 2 claims and will resolve on its own. Unfortunately, that turned out to be false. My most recent phone call I was told "that email gets sent out automatically because most people aren't on top of their pet records." I asked, "is any way to prevent this from happening in the future because all of our records are on file." I was told, "well I can put in a note in your file, so hopefully people will see it". At the end of the phone call, it was evident that there's basically nothing she could do. Chances are that for every future claim we will likely receive an insufficient records notice. Additionally, we just moved to a new home, and I called on April 21st, 2025, to update the address on file. I spoke to Destini on the phone, and she updated our address, but failed to mention that there would be a cost increase in our premium. On the morning of April 23rd, 2025, I received an email from Figo that both of our policies would be cancelled effective May 22nd, 2025, "after unsuccessful attempts to collect the premium". Our plan is on auto pay, and I confirmed on my bank statement that the payment was withdrawn on April 14th, 2025, for both dogs. I called customer service this morning and spoke with Aisha (sp?) who informed me that there was a premium increase associated with our move and that the additional amount was never charged to the card on file. Figo never even tried to process the charges despite the cancellation email stating otherwise. Aisha offered to run the card on file and remove policy cancellation notice from our account. She also stated that she would send an email confirmation of both payments for my records since we've had so many issues. Both payments went through, but no confirmation emails from Aisha and the policy cancellation notice is still on our account. Overall, I am tired of having to contact customer service frequently for issues with our account, and despite my best efforts it doesn't feel like anything gets resolved. In my opinion, this plan is too expensive to have this many issues. I'm hoping to cancel soon and would not recommend this company to others.

I can’t say enough good things about Figo Pet Insurance. When I got my kitten, I honestly didn’t think I’d need insurance—she was only 8 months old, and friends even told me it would just be a waste of money. But life happens, and sure enough, my sweet kitten ended up injuring herself. I was so relieved to have Pet Cloud. Not only did they come through when I needed them most, but the claims process was incredibly smooth and stress-free. Reimbursement was fast, communication was clear, and there were no frustrating delays or surprises. What really sets Figo Pet Insurance apart is the peace of mind they give you. Vet bills can be overwhelming, especially in emergencies, but thanks to this insurance, I didn’t have to choose between my finances and my kitten’s well-being. If you’re considering pet insurance—don’t hesitate, and definitely go with Figo Pet Insurance. I’m beyond grateful I did!

I can’t say enough good things about Figo Pet Insurance. When I got my kitten, I honestly didn’t think I’d need insurance—she was only 8 months old, and friends even told me it would just be a waste of money. But life happens, and sure enough, my sweet kitten ended up injuring herself. I was so relieved to have Pet Cloud. Not only did they come through when I needed them most, but the claims process was incredibly smooth and stress-free. Reimbursement was fast, communication was clear, and there were no frustrating delays or surprises. What really sets Figo Pet Insurance apart is the peace of mind they give you. Vet bills can be overwhelming, especially in emergencies, but thanks to this insurance, I didn’t have to choose between my finances and my kitten’s well-being. If you’re considering pet insurance—don’t hesitate, and definitely go with Figo Pet Insurance. I’m beyond grateful I did!

I have had Figo coverage on my dog since he was an 8-mo-old puppy, so anyone out there who thinks their claims won't be denied because they enrolled in puppyhood had better think twice. In August of last year, my dog suddenly displayed balance issues and a head tilt. I took him to the vet who swabbed his ears and looked in them and found nothing but prescribed ear drops due to symptoms, to see if it would clear. The head tilt did not resolve, and after trying several rounds of medications (drops, oral antibiotics, month-long ear packs) without resolution, vet recommended we go to a neurologist or dermatologist to investigate further. I never submitted any of the bills from my regular vet to them, but it became a lot to handle when visiting the dermatologist, which began in February of this year. Figo denied the consult claim, saying it was pre-existing. This was the first time in this dog's life he has ever had any ear issues or head tilt. I called and they said, "He had an ear infection in August 2024." (not a diagnosed ear infection but treated as one due to symptoms) I explained that we are still trying to treat the issue that first developed in August 2024 because nothing has resolved the head tilt. To this, she responded, "He had an allergy shot in July 2023." WTF??? This is not an allergy related issue we are having! She then said something about a waiting period of 14 days for illness, which has nothing to do with anything. This policy is almost 2 years old. Any waiting period is long over. I mean to say these people are plain CROOKS. She was just throwing out one bogus reason after another for them not to pay the claim. I sent an appeal, to which they have yet to respond, and submitted claims for the CT scan and the video otoscopy that were done on my dog's ears. Both were denied with reason of pre-existing condition. Here's where it gets very interesting. During the video otoscopy, a culture was taken from each ear, separately, and neither grew ANYTHING. The dermatologist wrote in her note that the issue is completely anatomical and is not infection related, and thus not allergy related either (though if it was, any waiting period was long over). They have these notes as they were submitted with the claims. What we have here is a den full of liars and thieves. I will be reporting them to the DCI and AG of my state and to the NAIC. Stay away from Figo. They will take your money month after month and deny any claim you submit.