Figo | Pet Insurance Review

IF I could give this company zero stars I would. I am a veterinarian and have insured my personal pets with figo for the past 3 years. Yes the price hikes are outrageous, however Fine go did cover the cost whenever my pets were sick and needed additional care above what I could provide for them (which is a lot, I had 3 older pets). My problem with this pet insurance began when my beloved Winnie passed away unexpectedly due to complications from chemotherapy in July 2019. I was devastated. I admit it took me a long time (6months) to submit the paperwork for reimbursement as I was grieving (still am). Figo refuses to reimburse me due to the fact that Winnie’s policy annually renewed on July 11 (even though I paid faithfully every month). Figo claims I had 90 days after july 11 to make a claim on the previous annual policy. When I finally submitted the claim in 12/2019 I only received payment for the July 17th bill. I contacted figo two weeks later and was told they just did not scroll down and will process the two claims from July 8 & 9th. Another two weeks go by and still no reimbursement. I contacted figo again and they FINALLY explained that they are not going to reimburse me because the annual renewal date of July 11, (you only have 90 days after that to make a claim from the previous policy year). First, of all we are talking about a matter of 3 days and I always made the monthly payments. I would understand if I canceled the insurance than asked for reimbursement. Second, I feel like they strung me along by initially saying they just didn’t scroll down on the email and see the additional claims. Third, agent Shea kept saying the underwriter would not let them pay. Well if that’s true why did they string me along. Fourth, I have submitted claims a few months after and it was never a problem, I was never advised there was a time limit for claims. Winnie happened to get sick at the end of her policy and that’s why Figo does not want to pay, that’s duplicitous. If she had gotten sick a few days later this would not have been an issue and my claim would have been reimbursed. I love my pets & insured them to get the best care possible without financial limitations, I never asked for reimbursement on the months I paid after Winnie’s death, it was the last thing I had to hold on to. Additionally Figo will not let me appeal the decision, but would not explain why. SHAME ON YOU FIGO for not allowing your customers to grieve over the loss of their pet (Winnie was my first dog and like my child)! Unfortunately I have to continue to use Figo for my two other pets (Nala & Bailey), they have too many diagnosed comorbidities to switch insurance companies as most pet insurance companies do not cover pre existing conditions. When I am ready to adopt a new dog I will be looking at other pet insurance companies such as pets best, trupanion or nationwide. As previously stated I am a veterinarian and will not be recommending Figo pet insurance to clients. I am also considering legal action! BEWARE of figo pet insurance they are devious! ******response to Figo Pet Insurance reply: According to your policy I have 6 months to submit a claim. I didn’t realize figo would put in exceptions to their policy ie. only 90 days to submit a claim from renewal policy period or 90 days after a pets death. So I guess my pet can’t get sick at the end of the policy period. Second you did not even address the fact that your agents strung me along with the first call regarding my claim & the fact that figo did not notify me that my claim was denied. I feel I was strung along so I couldn’t make an appeal. Third it took a poor review for Figo to adhere to their own policy and reimburse me the money I paid on Winnie’s policy after her death. Fourth, stop using the underwriter as a scapegoat, Figo picked the underwriter. I am a vet and DO NOT RECOMMEND FIGO PET INSURANCE their polices have to many catch-22s.

I am very impressed with the speed and ease of working with FIGO

Devin was helpful and thorough! I appreciate him helping me and being so patient!

We have four dogs, all older, all rescues, that have developed health issues since we joined Figo. They have been nothing but amazing - the claims process is simple through the app, claims are paid usually within 1-3 days, and any time I have a question the customer support team gets back to me immediately and are so kind. There’s a reason we insured all four of our babies with Figo and their service gives me piece of mind daily.

My insurance policy is for my service dog in training, Ellie. We've had the insurance ever since she came home, and it's been wonderful. As puppies do, she's eaten dumb things or had odd symptoms pop up. It's been such a relief to be able to take her to the vet without having to fret over if I can afford it. Customer service is always super helpful and clear, I love being able to text them!