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This app is so buggy
By far one of the worst apps I’ve had to use. Idk what happened but this app has been buggy since they made a major overhaul to it last year of the years before I believe. Nothing refreshes specifically the claims section and I have to uninstall and reinstall the app just to check where my claim is because it doesn’t show it. It’s as if it never gets filed. I’m not a fan of this app.Show lessdarkshadow91
Misleading bloatware
First of all I think its important to note I got and have this app for insurance. For some reason Im required to have a pet social media app for insurance, and it SCREAMS taking advantage of consumers. I dont want to be prompted to make a post or add a profile picture. Its insurance. So already the app is full of a bunch of junk I dont want.
When I look at my insurance, my policy is not visible. Great, so now I have to guess because the one feature I got this app for doesn’t work. They spend a week processing two documents only to request ten more and give me 24 hours to get them. Seriously? Hows that for a double standard while I casually wait over a week for a decent chunk of money as the care is definitely covered.
And I mightve just given 3 stars if it wasnt for this “AI” claims bot. It is neither AI nor a bot, its blatant false advertising, which while I was glad was not actually AI because it shouldnt be, it adds to the frustrating experience. And of course you HAVE to use it. You cant ask questions. You cant even type. It is not “AI” its a menu reformatted as a chat dialogue where you get 2-3 options. This could be a series of screens. Its neither AI nor chatbot, yet it is labelled as such, which wouldnt be a huge deal on its own if my insurance app didnt operate as an oversized sales funnel that doesnt even show me insurance - this is the one part of the app I intend to use.Show lesstylerd120802
Bad app, worse product
This is always difficult, trying to separate the app from the service that it represents. In this case, both are equally bad.
First, the app. Crashes, hangs up, display blank pages. And frequently ask you to update the app, which should be an automatic processing 2024.
The insurance product is even worse. The claims reviewers will look for any reported symptom, and then project that onto a diagnosis which they will not cover. For instance, they don’t cover eating disorders. so if your dog swallow something because one of your kids left it laying around, and he needs surgery, well too bad — that’s an eating disorder.
My biggest disappointment is that the service was recommended by Costco. They usually do a much better job vetting the companies they do business with.Show lessMileHighDevs
Not a fan of the app.
I have had Figo for my dog for 7 years. Thankfully not many claims during that time. However the app or website that figo used 7 years ago was way better than this. I was not even sure I was in the right place since the app doesn’t even resemble Figo.
The chat feature on this app is impersonal. Which I guess for AI that is what you get. But I don’t want to chat with a bot. I want to submit my claim. Also, if you already have my bank info on file because you are deducting my premiums, why am I entering my routing number into the chat? No thank you. This app seems like it is trying to be more than it is. I don’t want the extra “features”. I want to do my business and move on.Show lessJb9z
Why no actual push notifications
I feel like this app was built to be a social network more than a tool. It’s frustrating to not get notifications of a claim being processed, or a live vet responding to my questions. I frankly have no interest in a pet social network and I shouldn’t have to check the app every day and go to a notification section to follow up on actual important information. I pay for pet insurance. I want an app that’s useful and actually prioritizes making the information I need accessible and readily available. Not the silly feed of other peoples pets. That’s literally the only thing you can get a notification for.
Separately and not app related but Figo needs to actually add reasoning behind the claim decisions like any other health insurance provider in the world. Just a dollar amount with no explanation is ridiculous.Show lessJasminanicole
Poor UX
I wish the developers would spend half as much time making the app easier to use than adding pointless, half-baked, social features. At a minimum, make it compatible with password managers (the login text box isn’t even set to pull up the email version of the keyboard) and sort it into the correct app category (“finance” would be much more accurate than “productivity”)Show lessZapTap
Shop around elsewhere
In my opinion, Figo does everything they can to get out of actually paying you any money for any claim. They make the insurance process very confusing and complicated when you sign up by having many different riders to choose from, making it seem affordable at first and then as you start adding riders that cover basic things like vet fees, annual checkups, etc. the premiums goes up quickly. Their premiums also change annually based on your pet’s age and where you live.
I submitted a claim for a simple ear infection for my dog and they wanted the detailed notes from the vet, which Figo said they were going to contact them for, but then they close the claim when I didn’t provide the detailed notes. I had to resubmit the claim with the notes and I confirmed with my vet they never contacted them. The bill was $275, and they covered $30 of it. The vet fees aren’t covered under the illness part of the plan unless you add that rider. I had the wellness rider but that only covers the annual wellness exam, so not for illnesses of any kind. I had only $100 deductible and I still hadn’t met it even after this visit. They just find ways to not pay anything.
I highly suggest saving yourself the trouble and find better insurance that is less of a headache.Show lessCorrine4928
Never written a review for an app before
I have never written a review for an app before but this was such a great experience, I felt I had to share. I can’t believe how easy Figo made it to submit a claim and the app walked you through the steps and you could chat or email with a representative. I submitted my claim and got it paid within a week. Now if only human health insurance could be this good!Show lessJJTsksn
A lot of work for vet office and no live person to talk to
Do not get this insurance if you prefer to speak to a real person for customer support. You only have access through the app and texting and emailing. also they demand a lot from your veterinarian’s office. Each time you file a claim not only do they need the invoice or receipt but they also need the doctor’s notes. That is a hassle. i’m investigating other insurance options and considering canceling now.Show lessdansfvr
The App Needs A Serious Upgrade
While I absolutely love the 24/7 vet chat feature, I really can’t get any use out of it due to app issues. I have the most recent version downloaded and when I tried to chat with a vet this morning, the app wouldn’t allow me to select any photos to add to the conversation (despite giving permission to the app to do so) and the app had crashed 7 different times during the conversation. I really hope this is fixed soon so I can fully access the benefits of Figo coverage.Show lessTheNifinator
