Figo | Pet Insurance Review

(posted on March 15th 2018) I am a FIGO customer for nearly a year now. I'm transcribing below an e-mail/complaint I sent a week ago to their customer support, to which they didn't bother replying yet. I'll let you make your own judgement. 'I submitted claim # (XXX) under policy # (XXX) on January 27th 2018 for veterinary cost incurred on January 25th 2018. My claim was closed today (March 8th 2018) and was denied in its full amount. I understand that with any insurance policy there are exclusions. The reason for denying my claim was given as code 18: 'Denied due to specific exclusion in the policy terms and conditions'. I wanted to investigate further what were the specific exclusions in my policy that resulted in the denial of this claim. I therefore chatted with FIGO customer support. I was told that routine/preventive treatments are not covered, which I had read before in the FAQ section of FIGO's website. When I asked for documentation enumerating which treatments FIGO considers to be routine/preventive care, I learned, to my great surprise, that there was no such list. This is deeply unsettling (...) FIGO cannot simply say that routine/preventive care is not covered without specifically describing which treatments are considered routine/preventive. FIGO customers or even prospective customers have the right to know this information. By not sharing this information, FIGO can ultimately deny any claim by stating it pertains to routine/preventive care. The customer has no appealing power because he/she does not know what routine/preventive care really means. By omitting such apparently harmless information, FIGO is able to dictate the rules of any policy or claim as it wishes, leaving the customer completely powerless. This is a shameful strategy to extort premium payments from people without providing them with any transparency about the commercial agreement they sign off with FIGO. I would like to stress that my complaint is not about my claim (...) but about the general conduct of FIGO, revealing bad faith towards its clients.' ------------------------------------------------------------------------------------------------- (posted on April 6th 2018) Updating my review above (posted on March 15th 2018), and not for good reasons... Just a few hours after I posted the review above, FIGO finally got back to me, not just by e-mail but also by posting a reply to my original review as you can see here. It's sad to see that after a whole week of complete silence regarding my complaint, a simple, basic trick from my side (posting the same complaint on an online review website) triggered a response in just a few hours, even though the response didn't change anything at all. This shows total lack of respect for customers. FIGO is clearly more concerned about public image than with its customers. Also, their response was: 'Per our policy, preventive care is deemed as any treatment, service or procedure, including but not limited to physical examinations, medications, surgeries, inoculations or laboratory procedures, for the purpose of prevention of illness or injury or for the promotion of general health, where there has been no illness or injury.' If you think about it, they're playing with semantics. When the policy says 'any treatment, service or procedure, including but not limited to...' the possibilities remain open to adding infinite new items to the list of treatments, services or procedures in question. That's what 'not limited to' means. But the cherry on top of the cake was that just a couple of weeks after I got this unsatisfactory reply from FIGO, I was informed of my policy renewal premium: $757.20. It went from $348.45 in the first year to $757.20 for the second year! This is a 217% increase!!! I had seen reviews from other customers warning about their outrageous increases in premium, but this is absolutely unacceptable! What a rip off! Dropping out right now.

Stay away from FIGO. It should be renamed Forgot to call you back and denied your claim Insurance. Terrible customer service also. I called multiple times to get approval for my dogs dental appointment and never got a callback in 2 weeks. It takes them FOREVER to process your claim.. don’t worry.. they’ll deny it anyway. I wish I could get back my time spent on their glitchy website and all the money I spent!

Do not waste your time and money of this pet insurance! The company has the WORST customer service ever. They are too expensive and deny your claims. I’ve had them for over a year and regret all the wasted money and time using their terrible online glitchy system. Good luck calling into them for help and getting a callback. I called multiple times 2 weeks prior to my dogs dental appointment and have yet to receive a call back. Now they have denied my dental claim! STAY AWAY from this place!

Great insurance company so far. Best prices and best coverage and amazing customer service. They give you so many options on how to contact them, including texting, which is very important for me because I never have the time to make phone calls.

I’ve had Figo for a couple years and thankfully I’ve only had to make one claim. They were very responsive and covered the full amount they were supposed to. The customer service is amazing compared to others I’ve had in the past.