Figo | Pet Insurance Review

Figo has done a lot for us and our dog. We’ve been with the company for almost a year and a half and have had over $5,000 paid out in claims. Our rescue dog has unfortunately had a lot going on with her health, and luckily these are things that are new and were able to be covered. As other reviews have mentioned, claims have been taking longer than they used to, but we just had 5 claims closed and paid that were submitted at the end of January, which is actually pretty quick! I feel confident in the steps that Figo is taking to resolve the claim review time, and the last few claims we've filed show that improvement is happening. I still think that we have the best coverage out there. On top of having helped us while our dog has been sick, the representatives are always friendly and helpful when we do need to call or text in with a question. Thanks for all that you do, Figo and I know you're making good things happen!

I opened a claim on 12/12/17. Never got a call back until February 2018. However, I kept trying to contact them in-between those months. I was told to sit tight, which I did. However in Feb 2018 I got a callback from their claims department and was told that they are closing my claim due to lack of attention on my end. They kept claiming they sent me emails that the vet notes I sent were not actual vet notes or what they needed. I told them I did not receive those emails. They then insist I don't know how to use emails. I'm sorry, but that's not only rude but incorrect, I happen to make software for a living. I called them back and asked if I can provide certain records, and was told by their CS department that "they don't know". This was about 24 hours before they suddenly closed my claim. The same day, I emailed them and I told them to give me back the remainder of my balance and just cancel my insurance. 6 days passed, no response. I then called them again, and they finally cancelled my policy. They wasted my $500 and several hours of talking to them. I patiently waited for their end to work for 2 months, but was punished instead. Would you trust the wellness of your beloved pet to an insurance company that doesn't take you seriously enough to cancel your insurance policy, suddenly close your claims after two months of no response and lack of knowledge of their product? ==== RESPONDING TO FIGO ==== Thank you for responding to this review. I already cancelled my policies so having someone reach out is moot at this point. I am hoping my refund will not take long. I appreciate your thorough response, you courteous presence online is what drew me to your service. But for those who are shopping around, let me post the details of my claim. 9/12/17: Joined Figo. Paid $605.02 and $579.31 for my dogs. 12/12/2017 : Filed a claim of about $118 for one of my dogs. 12/15/2017 : Got an automated email about them transferring things in-house. 01/19/2018: Chatted with Figo. I initiated the contact since there was no feedback from them. Was told that claim will be finalized next week. 02/01/2018: Chatted with Figo. I initiated the contact since there was no feedback from them. They said they're still waiting on medical records. 02/06/2018: Chatted with Figo. I initiated the contact since there was no feedback from them. They said claim will be processed within two days. 02/07/2018: Got a call from Figo saying they are closing my claim if I can't provide certain medical records. They said they need the records within 48 hours otherwise they will close my claim. They had weeks to tell me this, but then surprise me with such short notice with what they need. 02/07/2018: Called Figo, asked what I can provide to help my claim, aside from submitting what I have via cloud. The customer service rep said that the claims department will call me back the before closing my claim, since I submitted documents via the pet cloud. The customer service rep was patronizing. 2/07/2018: Emailed to cancel my policy. The call earlier was very unsettling. For a mere $118 dollars I'm being given such extreme run-around. 02/13/2018: No response from Figo. Contacted them again. They finally cancel my policy and I was told I'll receive a refund of $290.57 and & $278.31.

I filed the claim with them in November 2017 and I kept trying to follow-up, they said hold tight they are transferring. Eventually they called me on February 2018 to let me know that they are closing my claim due to lack of progress! I asked their customer service reps what they need from me, if certain documents I presented were enough, they answered "not sure". I was shocked. Cancelled my policy right there. I regret signing up with them. They are very unprofessional.

I got pet insurance for both my dogs after one was diagnosed with bone cancer. I did not expect Figo to cover the cancer costs as it was a part of a pre-existing condition. This same dog happened to fall and pull a muscle in a different leg unrelated to the cancer so I filed that claim. But let me tell you, the wait time to process claim is ridiculous. They keep saying that their are hiring more people because the claims are taking 6-8 weeks to process once submitted. Read the fine print, they would not cover my dog's euthanasia because he died of the cancer. Then charged me for his insurance the month after the claim was submitted which included the cancellation of the policy. When I called they said I needed to send a separate email to cancel the policy, then it would take more than a week to return my money. It's bad enough that I have that we have the grief of losing our 2 year old dog, but come to find out they covered $25 of the expenses. Ridiculous!!! Buyer Beware.

It has been over a month an a half from when I filed a claim and still have no resolution. Contacted Figo TWICE now and they keep saying to give it a couple more weeks. We are also in a process of buying a house and we have that urgency to get all the claims cleared out. It seems like FIGO does not care about their customers and give the same excuse about being understaffed. We have multiple open claims due to my dog undergo surgery and yet no resolve. I do not recommend this insurance to anyone. Should have gone with another pet insurance. THIS is getting to be ridiculous. What is the point of having pet insurance if we can not have a peace of mind. I am in the process of attempting to contact a third time to FIGO. -___-