Figo | Pet Insurance Review

Stay away from this “service” it’s more of a scam than anything. They do everything in their power not to pay and even for the most obvious issues. Delay, delay, then deny, deny. Makes United Healthcare look like a good option.

It is very easy to submit a claim using the Figo app. When the claim is completed, you receive a full breakdown of cost and a detailed explanation of all adjustments.

Great company! Has been timely in reimbursing.

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.