let's hear it for ai psychosis 🤩
the new claim submissions system is beyond ridiculous i don't want to have a warm conversation with machine that makes every step of the claim submission 3 minutes long because it needs to come up with another variation of "awesome! do you want to.." for each of them. i believe not a single person in the app's target audience is 2 years old and needs encouragement every time they press a button, let alone from a machine. just complicating things in the name of not missing out on having an ai agent like everyone else does 💖
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Horrible customer service and claims process
Have been dealing with a claim for over a month. All required documents have been sent even though they were not upfront about it. Radio silence. And this app is so bad. The most features with managing claims workflow is missing and total lack of transparency and communications. Do not get Figo insurance.
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Live vet chat
Live vet chat doesn’t work
App stuck on opening
Very bad experience. App keeps crashing and claim process is confusing.
Available but can’t login
Forced over to this platform from petsplusus, yet it doesn’t support Canadian users. One would think that all the related pieces would be in place before forcing users to a new platform but apparently not.
Update September 8: the app is now available for Canadians. Yay? Now I am forced to submit claims through an ai agent.
Update September 8: the app is now available for Canadians. Yay? Now I am forced to submit claims through an ai agent.
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This app is so buggy to date
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. In addition newer updates that they’ve released keep logging me out and I have to continue to login. Very frustrating
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Response from developer
Hi, we’re sorry to hear you’re having trouble with the app. We understand how frustrating it is to deal with reinstallation issues. Please reach out to our customer service team via email at help@support.mypetcloud.com, and we’d be happy to help you with this issue.
Coverage is a scam.
Coverage is a scam. Rates nearly double on year 3. Horrible customer service. The one time I tried to submit a claim, a mere $80 of the surgery bill was applied to the deductible and $0 reimbursed. Loop holes and excuses.
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.
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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.
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Response from developer
Hi, we’re sorry to hear about the login issues you’ve been facing. We appreciate your patience. If the issues persist, please reach out to us via email at help@support.mypetcloud.com so we can look into this further.
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.
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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.
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Response from developer
Hi, we are so sorry to hear about this. We’d love to speak further and get more information and answer any questions you may have about your specific claims. Please reach out to us via email at support@figopetinsurance.com or at (844) 738-3446 if you would like to discuss your account in greater detail.
Scam!!!
Doesn’t cover anything, the phone number provided on the app hangs up on you. When you email, they respond saying they will get back to you and never do. There’s nowhere on the app to cancel service. Having to dispute through my bank to remove them from my account. Complete headache and a scam!!!
Horrible Site
I have not been able to login to my account for 3 days due to a glitchy app and website which is convenient since I am trying to cancel my insurance which doubled without my knowledge :)
App crashes
Have reinstalled and deleted 3 times had no problems before but now I do
Not good
At this point in time, I wish I hadn’t switched from MetLife.
Can’t log in. Quote took me two hours
Wow, what a lousy website and app. Shame
Response from developer
Hi, we’re sorry to hear about your difficulties with the app. We are always looking to improve our Pet Cloud app, and this feedback is helpful. Please reach out to our customer service team via email at help@support.mypetcloud.com if the issues persist.
Never lets me log in
Every time I log in it makes me verify my email which is fine but then doesn’t take me to where I can add my password. Super frustrating
Frequently wonky app
The insurance is good, but the app is frequently wonky. I’ve had issues in the past with being unable to update information. And right now, I cannot get the Insurance section to load at all so I can view renewal documents. I will have to call for assistance. Frustrating.
Very slow
Very slow to react
