Figo | Pet Insurance Review

Figo is a great idea, however their employees are the worst I have ever come in contact with. During the difficult time after my dog was diagnosed with hemangiosarcoma I found myself having to call them to make sure claims were received with all needed documentation. The lack of empathy and downright rudeness from their employee representative was appalling. When my dog died I emailed them because I was too upset to call them and I never heard back. Finally I called them and the rep answered and I let her know I had sent an email saying my dog had passed away. Her response was "I know, we got your email." That is literally all she said and then hung up. No empathy or I'm sorry or even thanks for letting us know we closed your policy. This agent has repeatedly been unhelpful and useless when I have called in the past but I never complained as I assumed she may have been having a bad day. I didn't realize until this interaction that she actually just may be a horrible human. I have since had my family switch over to 24PetWatch Insurance. I would never recommend Figo to anyone as they are not animal lovers and do not care about owners. They made an extremely difficult time even worse with their lack of support and empathy.

I submitted a claim 2 weeks ago and it has not been processed. I called customer service and was told they are experiencing high claim volume and they are not able to keep up. I was told the company is growing and is experiencing growing pains and they are in the process of hiring more employees. Honestly this is not my problem. Maybe they should stop writing new policies and control their growth and focus on their existing customers. If I had known this I would not have taken a policy with them. There are lots of other pet insurance companies out there. Think twice before selecting figo.

I would have given Figo 5 stars if I were doing the rating when I had just started with them more than a year ago and even during the periods in between when I needed an answer to a question. Very prompt, very friendly. I told people that Figo was the company to make a paradigm shift in the business of pet insurance. Then earlier this year, with NO notice, they increased my premium by 50%. So a $100/month became $150/month just like that. Then I filed my first claim, which I did clarify was a covered item. Ever since filing the claim 2 weeks ago, it has been absolute silence. No answers to my phone calls, email, nothing. Then all of a sudden today I get an automated email saying my monthly premium payment wasn't made and so the policy would cancel at the end of the month. The timing of this is very suspicious because I have been on autopay since I started last year and nothing has changed about the payment method. I am not sure at this point if I should clear up whatever is going on, make sure the payment goes through and wait for the claim to be paid....or just cut my losses at this time and cancel the policy. It's sad to see a promising company just be another insurance company after people's money...especially those that are getting it for their beloved pets.

My Labrador puppy was facing life saving surgery. It had to be done at an emergency hospital so it was going to be very expensive. Even though I was scared to death, I took out a CareCredit loan that I really couldn't afford, to pay for the surgery. I kept praying that FIGO was reputable and would pay as promised in my contract and not find a "loop-hole" like some insurance companies do. FIGO came through. They paid everything but my deductible. I am very glad I have FIGO pet insurance for my dogs. Thank you FIGO!!

I'm very grateful to have found this company. Alex and everyone else that I've spoken with have been very helpful, kind, supportive, knowledgeable and efficient. So far, so good! Alex, you're a gem.