Figo | Pet Insurance Review

I have nothing but good things to say about our experience with FIGO. When my fiance and I first rescued our 7 month old English Bulldog we were hesitant about getting insurance - we questioned whether anything would actually be covered, and whether or not it would just be a waste of money. Our vet insisted that we look into FIGO. After reviewing everything we decided that we would give it a shot, and boy was that one of the best decisions we've made. FIGO has covered all of our pups unexpected vet visits (as long as it wasn't preexisting) - from a dog bite, to eye injuries and now an upcoming surgery that our dog needs. There's no way we would have been able to afford all of the vet bills if it hadn't been for FIGO.

so far I am pleased with Figo. I sent in 3 claims for dental issues and thyroid issue.. The claims were paid and the staff was very courteous. There were some minor problems with records, however, once received there were no problems. I have recommended to friends and they have been pleased so far.

First time through the claims process was a little slow, but the second time through the claims process was speedy! In under 12 hours they processed a rather large claim amount! Best price for the service we could find!

Lack of communication and follow up. Our English Bulldog had to have a surgery to rectify his soft palate. The surgery was in November of 2017. We filed the claim with all needed information- previous vet records, billing from surgery and notes made by the doctor who performed the surgery. 4-6 weeks later, we finally get an email the claims been closed with zero payment. We file and appeal and the doctor wrote a letter advising why the "loud breathing" they said was a preexisting symptom, in fact had no set link to the diagnosis. This appeal was filed February 12th of 2018 and we were advised it would be within 30 days. Well at day 33 I had heard nothing and sent them an email and 3 days later, get an email that they need the original vet records (which they should have absolutely already had). So I get them sent over and email them to make sure they got them. 1 week later still have not heard anything so we call them and they advise they are still waiting on the records, so again we get them sent over. Another week of reviewing they finally close the claim again, zero payment. Also within this entire claims process of waiting and going back and forth, they raised the monthly premium by almost double, so they were able to get even more money squeezed out of us, while they were going as slow as possible getting a resolution. I will accept the reasoning as to why the claim was denied, but the fact the entire process took almost 5 months, payments doubled, and they were never on the same page with each other I find very disappointing and will no longer be a policy holder.

So earlier today I left a not so good review of Figo based on the problems I'd been having accessing their claims portal off of the Figo site. WHEN I was finally able to access it, and uploaded my claim doc, my claim was processed and approved in lightning speed! I hope this was not because of all of the noise I'd been making to their Customer Support folks I'd been chatting with off of their Facebook page, or the messenger message I sent to the company CEO. But they sure did redeem themselves very quickly! I just hope that if (when) I have another claim, I can reach the mypetcloud.com site, because at the moment, I once again cannot :(