Figo | Pet Insurance Review

I've had my pup since March and Figo insurance since April. He's a good and generally healthy pup, but we have had to take him to the vet 3 times since getting the insurance. Each time, Figo has responded within 24 hours of receiving the claim. I really appreciate that the claims are broken down and each item is coded with the reason something has been or has not been included as a redeemable item. We were not surprised when a piece of a vet invoice denied - and that has only one piece of a vet visit. Otherwise, the 90/10 plan ($200 deductible) has already more than paid for itself.

I just joined Figo after hearing good things, but I have to say, my first experience with them has been pretty concerning and I'm considering changing to a different insurer already :( Figo offers to waive the 6 month waiting period on any knee injuries if your vet examines the knees and finds them healthy. So I had my vet have examine my dog, and he wrote on her chart that he had examined all 4 legs including the joints and soft tissues, there were no abnormalities or indication of any problem. I uploaded this via the (very user friendly) app, and notified the company that I had done so. They responded very quickly which was good, but I was told that the veterinarian was supposed to say he has examined her knees - so by saying that he had examined 4 legs and found them all healthy, I hadn't fulfilled the criteria to have the 6 month waiting period waived. I found it almost funny, how many legs do they think my dog has? Although this is an easy problem to fix, it's left me very concerned that there is no common sense approach and that if I ever have to make a claim I would risk having denied it based on loopholes and traps in the policy wording. If they are this particular when it comes to waiving a waiting period, how can I be sure they would make good on an actual claim?

Adopted my poodle mix at around age 3. Got Figo coverage (Ultimate Plan, 200 deducible, 90% coverage, no lifetime max, no wellness coverage) for $400. Never made a single claim and my dog never had a single health issue. After 1 year, when he turned 4, the first renewal, they raised my rate to $660!!!!!! I called and complained, they said "we had to correct our rates to bring them in line with competitors". Out of curiosity, I went online and got a quote for the same coverage and it was $500. Clearly Figo does not at all care current customers and just suckers you in with good intro rates then jacks up their prices. It was a shame because I really was into their tech forward business model.

We were covered by FIGO from July 2017 until July 2018. Prior to coverage effect we took our kitten to our vet for her first check-up and she was found healthy. We submitted the records to FIGO as required. During the first several months, they refused every claim for our 4 month old kitten asserting everything was a "pre-existing condition". By October 2017 I was fed-up, so I sent them a strongly worded letter where I explained in part: "Every insurance contract has an unwritten, invisible, or implied term referred to as the covenant or promise of good faith and fair dealing. This is a promise imposed by law upon an insurance company to always act fairly towards its insured in handling their claims…In my estimation the apparent failure to investigate my claims leading to the unwarranted denial of said claims is gross mismanagement needling dangerously close to the appearance of bad faith insurance practices." I then threatened to report them to our State Department of Insurance. After this, they paid my claims and I never heard from them again. They always paid every claim. (Suspicious action in my estimation. I believe they didn't want to have someone investigating their practices.) Now, here at the end of July (2018), it is time to renew our policy. They decided to increase our premium by 100 percent for an otherwise healthy 1 year old cat. They further did this with zero transparency. They sent an email out in June explaining "some states could potentially see a rate increase". They gave no information as to which states would see an increase or by what amount. They instructed us to log-in and see if we would be effected. We did and we were not. 3 weeks later, we still were not effected. Then today, when payment for the next year would be due, we found they increased the rate 100 percent. We are SO disgusted by this company and advise you strongly to avoid it like the plague!

Unfortunately, I needed to submit claims for my new puppy. The claims were settled quickly and as expected. So far so good :)