FIGO

I experienced the same frustrations and failures of service that many, many, many other customers have experienced with Figo Pet Insurance. It is amazing to me that, having had so many complaints about the same issues, over and over again, Figo continues to act in a purposefully misleading manner and continues to fail in providing customer service. First, “pre-existing condition” seems to mean “your pet was alive when you got this insurance” and they simply flat out refuse to cover any medical issues at all. I have attempted to make 3 completely justified claims, all clearly allowed by my policy, and Figo has given the same reason for denying my claim all three times: not allowed due to a “pre-existing condition.” The key example is that my dog had to have two teeth removed, $1,300 for each tooth, for a total of $2,600 in fees. My insurance has a $1,000 deductible, so I was assuming I would get $1,600 back. I submitted my claim and, within a few hours, received my rejection due to “pre-existing condition.” Figo indicated that a vet examination (WHILE my dog was covered by insurance) identified a fracture on ONE of the teeth, but not the other. IF I am willing to accept that this one tooth wasn’t covered (due to the vet identifying a “likely carnassial fracture,” even though my dog was still covered by insurance), then the other cracked tooth SHOULD be covered since it was NOT identified by the vet during the previous exam. Yep, you guessed it, Figo rejected my claim for BOTH teeth, citing the vet report. Basically, my dog was not covered for ANY dental emergency of any kind because he had ONE problem with ONE tooth previously. An absolute joke, and a clear case of fraud. After multiple attempts at communication with Figo customer service, they essentially just copied and pasted the same response back to me…ie… “pre-existing condition, pre-existing condition.” FIGO insurance will make every attempt to refuse a payout if they can and will use “pre-existing condition” as the excuse. This insurance is a complete waste of money; not only am I out the money for my pet’s treatment, I am also out the premiums for this 100% useless pet insurance. Read the reviews online carefully and you will see the complaint over and over again. FIGO pet insurance does NOT payout, they look for any reason to claim “pre-existing condition” and then reject your claim.

Firstly, I want to say that I wish I had researched any bad reviews years ago before I ever signed up with FIGO. It seems that others are in the same boat as I am! I have been a loyal customer of FIGO for approximately 4-5 years now. I have NEVER needed to use the insurance however, I continually paid my monthly premium on auto-pay (by now, thousands of dollars total). I initially went with them because one always worries about getting coverage for pre-existing conditions whether it be minor or major and they seem to have stated they had a good policy with regards to considering a pre-existing condition something that has happened within the last 18 months. Well, for the first time in a while, I had to bring my cat to the vet as he had a small lump on his jawline... I wound up spending a little over $400 however, I was glad to know in the back of my mind that I had EXPENSIVE coverage for Koby's medical needs. Guess what? They only paid my visit fee and denied everything else(did not pay it really, it went toward my exorbitant yearly deductible)!!!! First of all, it even states on the explanation of benefits that, "Any illness or other condition that first occurred or displayed any signs and/or symptoms consistent with the stated illness or condition within 18 months prior to the pet policy effective date or prior to the expiration of any applicable waiting period"... Ok, I called customer service, maybe this was a mistake. I asked for an explanation and the rep confirmed that Koby had a lump on his lip back in 2013 so it is considered pre-existing.. wait a minute, what is the whole thing about the 18 months prior to starting an insurance policy with them? (2013 was over 2-3 years before I ever signed up with FIGO!).. I was told basically, read the fine print in our policy.. Ok, not only this but in 2013 he was brought to the vet for a swollen ball on the tip of his lip (allergic reaction to his food bowl - plastic).. as soon as we changed his bowl to metal, it went away and never came back. Now in 2020, he had a lump on the side of his jawbone and it will not be covered. This just sounds too funny to me. Every year, your premium goes up and goes up quite a bit at that. Like I said, I have paid A LOT in the past few years each month to ensure I have coverage for my cat. WHAT A WASTE OF MONEY!!!!!! I could have literally put that money away each month as if I were contributing to an emergency vet fund for any vet bills I would need to pay in the future and I would have been completely fine. It is so sad to see that they can easily take your money every month, increase your monthly premium each year, and then deny your claims and pay close to NOTHING. This is not the first time they have disappointed me however. Obviously, I was upset about the increases in monthly prices each year but whatever, you cannot do anything about that especially if you want to ensure your pet has coverage (or so you think they would anyway), but I was grandfathered into 100% reimbursement along with a $200 deductible. Well, this recent and current policy, I was raised to a $500 deductible and unable to keep my $200 one.. It is very clear that they do not care much about your pet or about your financial situations/the reason why you prefer to pay for coverage. Again, I am really saddened to know my money that I worked so hard for is wasted and gone, for nothing. I had to pay the entire bill and the little sixty something exam fee they did cover, it went toward my big $500 deductible anyway (LOL!). Please - take this from someone who has been with FIGO for years, paid tons of money in premiums and NEVER used them within that time period up until this year....SAVE YOUR MONEY AND YOUR ENERGY!!! Put away some money every month (or every paycheck) toward an emergency vet fund for yourself (as if you were paying a monthly premium, only to yourself). This way, when you have a vet bill to pay, you will have this money already saved. Another option, get CARE CREDIT.. You never want to invest in something that you will forever be uncertain about. I pay for FIGO insurance and I get close to nothing in return from them. Absolutely terrible.. still in shock that I am at a loss. I really did have high hopes for this company and their services but I must have been sadly mistaken. Just to reiterate : SAVE YOUR TIME and YOUR MONEY.

When I first signed up with this company, I gave them stellar reviews; however, things have gone downhill. This company lured me in with very low rates for pet insurance for all 3 of my dogs. After 2 years there was a significant increase in premium that raised my cost by almost $200 a year. They explained it was due to my premiums being too low compared to the national average and they needed to be raised. At this point, my dog was sick and I just kept the insurance. The following year there wasn't a large increase and they assured me that they wouldn't have a significant increase like that again. Fast forward 3 years later and they have changed underwriters. Now my premium has increased by $10-$15 per dog, raising my premium by $380 a year. At renewal, the company hid this significant increase by lowering my dogs coinsurance from 80% to 70% without my authorization. They said they did this automatically to not have my premiums raise significantly. When I asked them to change my policy back to what I authorized (what I signed up for) I then saw this large increase to my insurance rates. Had I not read my declaration page very closely, I would not have noticed this small change to my policy and wouldn't have seen this increase in premium. This is being done during the covid-19 pandemic and most insurance companies are offering discounts to their clients. Figo, is changing your policy design without your consent to hide the insanely large increase to your premiums. This company uses unethical business practices to lure you in with very low rates, knowing that after 4 years your dogs will have been to the vet several times and anything your dog has been to the vet for, another pet insurance company with not cover because it will be considered a pre-existing condition. Figo let me know that if I cancelled my policy, no other insurance company would cover my dogs cancer treatment. So either I pay the new high premium or just create a savings account to save an emergency fund for my dogs. Also, those sites giving them 4 to 5 stars are often times being paid to advertise for Figo. If you do some digging around on those review websites, they will list a disclaimer that they are paid by Figo.

A COMPLETE SCAM!!!!!! My policy for my dog began in April 2019. In September 2019 she started to show signs of knee pain. Obviously I took her to the vet to be looked at. We tried some non-invasive options, but ultimately my sweet girl had to have ACL surgery in Jan 2020. We are currently 11 weeks into the 12 week recovery period, so I decided to submit the claim. I was told today that Figo will cover ZERO of her $4000 medical bills. Why??? Because her knee trouble was documented FIVE MONTHS AFTER the start of our insurance policy, and evidently Figo has a SIX MONTH WAIT PERIOD. They consider her knee issue a “pre-existing condition” because it fell within the first six months of coverage. For $60/month for almost a year and ZERO reimbursement...Um, yeah, I’d say it’s a scam!!! I have been a dog mom and involved in animal rescue for many years - and I know animal compassion when I see it. FIGO IS NOT ANIMAL COMPASSION!!!! Find a real company who will help you take care of your fur babies!!! Shame on these people!!!

I am so ashamed of myself for signing up for this pet insurance. I have been paying on my policy for almost a year. I needed to file a claim for my cat as she was throwing up. I took her to the vet hospital they really did not find anything wrong with her. They did give her some medicine as they felt she may be having a problem with defecating. My cat had this problem around 3 years ago but the vet did not find anything that was causing this. She said she may have eaten something that caused this. Of course, when I submitted my claim to FIGO they denied it as they stated that this was a precondition that was not covered. My total vet bill was $932. I agreed to the additional testing as I thought I was covered under this insurance plan. Big mistake!!!! When I called the lady would not provide me the legal address to provide to my attorney nor would she provide me anyone else to speak with. She stated that she was the only person in the office. I asked to speak with her manager and of course, they were not available. This is a typical insurance response when they do not want to payout. She kept tel me that they do payout for services and recently paid a $20,000 claim. HA HA HA, what was that the one claim for the year and this has been added to your script to defuse customers? Cats get sick and mine does about every 6 months or so but it passes. Their response was as follows: "Cat has a history of intermittent vomiting and constipation over the last 2 years. She has episodes about every 6 months where she will be straining to defecate and will produce either nothing or large dry fecal balls. She always vomits and cries during the days when she is sick. Chronic intermittent vomiting, constipation, anorexia, +/- diarrhea" But this is not covered as they consider this as a precondition prior to taking out my policy. Again, they have no intention of paying anything out and they expect their payment every month on time. Think the only way you could get a claim is that it has to be a newborn with no problems and then maybe they will payout something but like most insurance companies they will find a loophole. Please I beg you not to make the same mistake I did. I am so ashamed and embarrassed I allowed myself to be taken advantage of.

Our premium increase in the last two years has been outrageous. Year 1: $393.69 Year 2: $513.02 ($119.33 difference) Year 3: $955.04 ($442.02 difference) Year 4: $1,326.89 ($371.85 difference) We've never made a claim and other than our dog's age, his health has not changed. To be fair, the Figo customer service rep acknowledged that the increase in the last two years has been unacceptable and they are looking for new underwriters, but there is still nothing they can do to change it for us currently. It's hard to swallow spending that final amount considering this is something we've never used (with the understanding that this is insurance). We have canceled our policy and signed up with another company for $773.40.

I strongly recommend against this pet insurance, they have denied every single one of my 4 claims so far, $0 YTD. As a new client, this is very disheartening and only speaks to the way insurance is built, they are meant to make money off of premiums and deny as many claims as possible. This company is no different, and will only follow the same tactics. They have so many different codes/reasons for denial. They may seem to be better and more tech savvy than other companies when viewing their website and offerings but don't let this fool you, there is definitely a lack of really caring for your pet and you will end up as just another policy number for them to make money off of. All they will get is bad word of mouth from me moving forward.

Do not buy this insurance!! What a hassle. Had 1 claim & sent in the diagnosis and treatment, paid bill & follow up. They claim there was not enough information after 1 month of the claim being submitted. They denied the claim stating the need all of the vet’s notes from the file. This was faxed to them 3 times from the vet’s office & claim they never received it with confirmation from my vet. Too busy to process the claim. 6 weeks still no decision. Ridiculous. This is for a 10 month old puppy that was limping. They will do or say anything & drag out the claim not to pay. Cancelling the policy. I would hate to see if I had a huge emergency not just a $400 bill.

Warning. Stay away from Figo Pet Insurance. They are a scam. Their customer service is horrible and they process claims very slowly. I was told several times that they are experiencing high claim volume and they are hiring more people to handle it. I was also told they are growing too fast and are experiencing growing pains. This is not my problem. I have asked several times to speak with a supervisor and there is never one available. I pay my premium on time every month and expect my claims to be processed in a reasonable amount of time. Maybe they should slow down and focus on their existing customers. At this rate they will be out of business from all their unhappy customers. I wish I never signed up with them. There are lots of other pet insurance companies out there that you should consider. I will be cancelling my policy and getting a new policy with another company. Figo it is time for you to GO out of business.

My plan was in a grace period after my auto pay did not go through and they took two weeks to tell me. When I went to make payment they said coverage lapsed two days ago and if I renewed all the prior conditions would not be covered. They have above average programs, but treated me terribly and now I am paying out of pocket because my dog has a skin irritation problem that they did cover but no longer will due to their own error in allowing my coverage to lapse. Feels awful to be treated like **** after being with them for a year. They really screwed me, so be careful of that. In all my dealings up to that point they were nice people that I thought cared about my dog, but they are just a business.

Would not cover my first claim, which included diagnostic bloodwork. I called and their reason why (it's been over a year since i left them) was ridiculous. I am STILL getting emails from them, even though I cancelled insurance with them and called customer support months ago to take me off their mailing list for figo pet cloud. I had tried figo thinking it'd be cool to use texting and apps, but at one point the app said my insurance had lapsed, even though i was still charged. tried calling and they had issues with their phone system. turns out it was just a system glitch. PetPlan became too expensive so i tried HealthyPaws and even those it cost more and doesn't cover exam fee, it's still worthwhile

This company changed owners and changed coverages associated with any issues related to a pet's mouth. Everything associated with the mouth or teeth, except knocked out teeth from accidents, is not covered and they consider all mouth examinations to be "teeth cleaning" related. Just denied claim ( including DVM examination, digital imaging, etc...) associated with abscessed gums to be nothing more than $2,132.24 "teeth cleaning "

I’ve been paying this “insurance” premium for over a year with no claims. The only thing that happened was my premium went up and my coverage decreased, which I didn’t even know about as I didn’t know this would happen and had no reason to check on my policy. I finally file a small claim of less than $300 for an accident claim, wait weeks, and am denied? Absolutely useless.

Many delays in my request for a pre-approval, my vet stated this was a new dental issue and needed to be addressed immediately, Figo after several requests and over 3 week delay in responding...finally determined this was a pre-existing condition and failed to cover the procedure. This is most certainly not a pre-existing condition. Poor customer service and no one to talk to who actually makes the decision.

This company is a joke. They denied my claim several times and each time they came up with a new reason. Just grasping for straws. One of the times they denied my claim they quoted what I said when I called to schedule a Vet appointment. I had stated that I thought my dog had an illness even though later I submitted a letter written from my Vet telling them that I was wrong and that my dog didn't actually end up having that illness they denied me because of what I had said when I booked the appointment. Over the Vet. Absolutely ridiculous. I never got a penny back and I cancelled insurance.

As with most of the other reviews, they have never covered a single claim even one that my vet diagnosed 8 months after the start of my policy. I strongly recommend finding another company especially if you have a rescue or older dog. Figo will deny everything under pre-existing conditions.

I have had the policy for close to a year, over the past 3 months have spent $1500 on my dog, including surgery. I submitted and they denied all of the claims. I've paid them over $800 the past year for my two dogs. They are HORRIBLE.

Waste of money. Will basically say your normal vet is a liar and make almost anything into a pre-existing condition.

so far they have denied all my claims. everything is considered pre-existing.

Terrible company! You will never get your claims paid!