I like that I have something for emergencies and the flexible plans. I wish it was more transparent and up front with the Power Ups, I probably will not be renewing my wellness power up after this year. I also wish we were given a date for when we would be reimbursed so I could budget better.

I put in a claim about 2 months ago and have heard nothing. Wrote another note about it last week and got an automated message saying they were having technical difficulties. I think I chose the wrong pet insurance even though my Vet recommended them.

Poor customer service along with lack of complete explanations for claims process. They will dismiss as they see fit regardless of your pets need. Totally pointless policy thus taking money from clients with no benefits provided. They get 0/10 with the total allowance of 5% towards deductible after more than 1K out of pocket. Updated 10/22/24 Auto response shows continued lack of customer care/support.

They don’t listen, they don’t care if you’ve had a bad experience; I would not recommend them. I filed a claim after my pet passed away last year and it took 2 1/2 weeks for Figo to decide that my claim was not covered. After asking them why it had taken so long for them to figure this out, I got no response. During that 2 1/2 weeks, they were constantly emailing me and calling me to ask me for more information (meaning I had to talk about the death of my pet over and over and over) and they were calling my vet’s office to ask for more information. None of us could figure out what they needed. In the end, it wasn’t covered (why didn’t they just tell me that in the first place?) and I was out that money anyway. Total waste of time and money.

Poor communication for reimbursement on multiple occasions. The nail in the coffin was when they stated that an ACUTE otitis media infection wouldn’t be covered because of a pre existing condition within the past 12 months of allergic dermatitis that occurred 10 months earlier. Let me just say this is hogwash … no offense to the hogs out there

Reply from Figo Pet Insurance

This company does not take customer service seriously and will take over a month on average age to process your claim. They don’t respond to emails and claim to loose your pet’s medical records.

I am deeply disappointed with this insurance, which I chose to avoid unexpected veterinary bills for my dog. I recently submitted a claim for a significant procedure my Yorkshire Terrier underwent, only to have it rejected twice. The rejection was based on the claim that the full medical history was not provided, despite it being included in the submission. This policy was meant to provide support and peace of mind, ensuring my pet was covered, but instead, it has added unnecessary stress and anxiety to my life. At this point, I am seriously considering canceling the policy, as it appears to be entirely ineffective.

I have had this pet insurance for about 5 years. I understand that prices increase year over year, but I did not expect it to jump 60% or more for my pet. I had 2 pets enrolled and each of them increased over 60%. I did place a pretty price claim in this past year, so I bet they are trying to recuperate their expenses. I think this is AWFUL customer experience and therefor cancelled immediately.

The worst experience we've had with a service provider of any kind. The web site is set up to mislead you on your insurance choices and is not clear. Regular vet exams should not be the same as an emergency visit, but both are declined as being the same thing. The site is clunky and hard to navigate and don't expect claims to be settled in your favor. Save yourself our incredibly frustrating experience and don't waste your money here.