I’ve had better
My most recent claims were denied because they considered allergies a pre-existing condition. My dog is a rescue. He’s been with Figo from the beginning and he had no pre-existing conditions. They use AI to scan medical notes to find a reason to deny you. I’d advise you find a Pet insurance that uses humans to process claims.
Show more
Problem with logging in for months
I actually really love the rates and the coverage and when I first joined, filing a claim was so simple and easy through the app. However, the app automatically logged me out once about a week after joining and I haven’t been able to log in to the app or website ever since! It’s especially irritating when I can only complain to the associates, then get told to wait for technicians to fix it to get an email saying it’s fixed when I come across the same issue and no response back when I reply it’s not fixed. And repeated that cycle at least 5 times within about 2 months! It’s irritating having to ask for information to be sent every time when I can’t have visual access to it.
Show more
Can’t log in
Log into app has issues please fix so we can change rating.
Known App Issues Undermine the FIGO Claims Experience
I have never written an app review, but after weeks of frustration, I felt compelled to share my experience.
Figo relies on the Pet Cloud app as the primary way for customers to submit and track claims. Unfortunately, the app simply doesn't work for me (and, according to customer service, for many other customers as well). It opens to the home screen, but when I try to navigate anywhere else, it freezes or displays empty boxes instead of my claims. I recently installed the latest update, hoping the issue had been fixed, but nothing changed.
When I contacted customer service, they acknowledged that this is a known issue affecting multiple customers and instructed me to submit my claims by email instead. While I appreciated the representative's help, filing claims by email is much more cumbersome and significantly slower. I submitted my claims by email on July 22 but didn't even receive confirmation that they had been received until two weeks later. During that entire time, I had no visibility into whether my claims had been received, were being reviewed, or required additional information because the app remained unusable.
Ironically, after finally acknowledging receipt of my claims, Figo instructed me to upload my veterinarian's exam notes and medical records through the Pet Cloud app—the very app that customer service had already acknowledged wasn't working. Unless I once again email the documents and wait for a response, I have no practical way to submit the additional information or track whether it has been received.
This is especially disappointing because submitting claims should be one of the easiest parts of having pet insurance. With my previous insurer, Wagmo, I could submit a claim from the waiting room before leaving the veterinarian's office, and the process took just a few minutes.
The Pet Cloud app is the primary gateway to Figo's claims process. When the app doesn't work, the claims process doesn't work. That alone is enough for me to switch insurers when my policy comes up for renewal. If you're considering Figo, understand that your claims experience may depend on an app that, in my experience, has been completely unreliable.
Figo relies on the Pet Cloud app as the primary way for customers to submit and track claims. Unfortunately, the app simply doesn't work for me (and, according to customer service, for many other customers as well). It opens to the home screen, but when I try to navigate anywhere else, it freezes or displays empty boxes instead of my claims. I recently installed the latest update, hoping the issue had been fixed, but nothing changed.
When I contacted customer service, they acknowledged that this is a known issue affecting multiple customers and instructed me to submit my claims by email instead. While I appreciated the representative's help, filing claims by email is much more cumbersome and significantly slower. I submitted my claims by email on July 22 but didn't even receive confirmation that they had been received until two weeks later. During that entire time, I had no visibility into whether my claims had been received, were being reviewed, or required additional information because the app remained unusable.
Ironically, after finally acknowledging receipt of my claims, Figo instructed me to upload my veterinarian's exam notes and medical records through the Pet Cloud app—the very app that customer service had already acknowledged wasn't working. Unless I once again email the documents and wait for a response, I have no practical way to submit the additional information or track whether it has been received.
This is especially disappointing because submitting claims should be one of the easiest parts of having pet insurance. With my previous insurer, Wagmo, I could submit a claim from the waiting room before leaving the veterinarian's office, and the process took just a few minutes.
The Pet Cloud app is the primary gateway to Figo's claims process. When the app doesn't work, the claims process doesn't work. That alone is enough for me to switch insurers when my policy comes up for renewal. If you're considering Figo, understand that your claims experience may depend on an app that, in my experience, has been completely unreliable.
Show more
Very slow reimbursement
We have had Figo for more than five years. For the first four years, Figo was fantastic. Claims were paid within 3-4 days. If a claim was denied, you could appeal the decision and they would try and work with you. I recommended Figo to everyone. Over the course of the past year, that has ALL changed. My dog was diagnosed with malignant melanoma. Every 3 months she goes to the same Oncologist for the same immunotherapy shot and x-ray. I file the same paperwork with SOAP notes and for the same amount. For the past 5 years this has been consistent. What has changed is the length of time before they pay the claim. It has gone from days to weeks before we get reimbursed. What is most frustrating is that I am on autopay so I pay THEIR bill the day it is due but then wait WEEKS for them to pay me. I have addressed this with Figo multiple times but it never changes. I filed the exact same claim July 10 but it is August 1 — a full 3 weeks and Figo finally approved the claim today. I still haven’t received the money but the claim has been closed. Sadly, I am getting to the point that I can no longer recommend Figo.
Show more
