# Pet Cloud — user reviews > 188 indexed App Store user reviews of Pet Cloud by Figo Pet Insurance, rated 4.80/5 from 9,742 ratings. - Source: https://appshunter.io/ios/app/pet-cloud/id1278520013/reviews - App overview in markdown: https://appshunter.io/ios/app/pet-cloud/id1278520013.md - Rating breakdown: 5★ 8,736 · 4★ 535 · 3★ 141 · 2★ 71 · 1★ 259 ## What do users think of Pet Cloud? Overall sentiment: negative **Pros** - 🚀 Easy to submit claims - 👍 User-friendly app - 🤖 Helpful live vet chat - 💰 Quick reimbursements **Cons** - 🐛 Buggy and crashes frequently - 🤖 Unreliable AI chat feature - 🤖 Impersonal live vet chat - 📱 Poor app performance and UX - 💳 Misleading insurance coverage **Commonly reported bugs** - Login and authentication issues - Notifications and achievement sections not loading - Vet chat feature frequently crashing - Inconsistent app behavior across devices **Most requested features** - Ability to archive vet chat sessions - Better support for landscape mode and external keyboards - Improved notification system for claims and policy updates - More transparency in insurance coverage and claim decisions ## Newest reviews (17 of 188) ### 2/5 — Very slow reimbursement *2026-08-01, version 7.7.1* 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. ### 2/5 — Never lets me log in *2026-07-19, version 7.6.0* 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 ### 2/5 — Frequently wonky app *2026-07-16, version 7.5.0* 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. ### 1/5 — Very slow *2026-07-11, version 7.5.0* Very slow to react ### 1/5 — Why is there a chatbot *2026-07-02, version 7.5.0* Why on earth do I need to use an AI chatbot to submit an insurance claim? This is an unbelievably useless and expensive feature. Another company needlessly rolling out AI because it’s popular without any thought to the user experience or the global impact. ### 2/5 — Automated outfit, slow claim process *2026-06-22, version 7.5.0* Filed a claim 3 weeks ago. Still no update. Can’t track anyone but an AI bot. Go elsewhere….these people just take your money and don’t care. ### 1/5 — It is a fraud! *2026-06-17, version 7.5.0* Pay nothing! ### 1/5 — Useless *2026-06-15, version 7.5.0* Force to download yet app is not available ### 3/5 — Updates *2026-06-11, version 7.5.0* I hate that every time I go to use the app, it has to be updated. ### 2/5 — Cannot log in *2026-06-10, version 7.4.2* Tried opening app to start claim couple days ago. Continues to get a wrong username or password notice. Went through steps to reset password and was able to log in to submit the claim. Two days later opened app to check it and again getting the wrong username or password notice. I am absolutely using the same username and password I did two days ago. I even uninstalled and redownloaded the app to be sure and get same rejection. ### 1/5 — Log won’t log me in… *2026-06-04, version 7.4.0* I’ve been trying for the past 15 minutes to login. Click the login button, enter email and password, and then the screen loads and disappears. I changed my password even to ensure that wasn’t the issue. It won’t give me an error screen, just loads, and goes back to asking me to login??? ### 2/5 — UX needs so much help *2026-06-02, version 7.4.0* Although the UI on this app is well done, I cannot stand the poor UX behind customer service, submitting claims, editing account info, and many other areas. This app is run by ROBOTS and it just goes to show humans will always be better option. It’s so extremely overcomplicated trying to read benefits and understand the claim process. I’m doing half the things through AI, a chat bot, phone calls, email, the app. It’s SO OVERLY COMPLICATED. Why am I switching between all these platforms trying to submit a single claim? It’s so annoying. I would truly not recommend this insurance to anyone. I will be switching to another company asap. ### 1/5 — App won’t work, only allowed to check status of claims through app *2026-05-28, version 7.3.1* Joined optimistically as I needed good affordable coverage for 2 dogs and 2 cats, bills add up quick. I know when I joined I opted for fairly decent coverage for everybody in hopes it would save me some money if worst case scenario anything happens to anybody. Both of my cats are old and were off the streets, the past few difficult months one cat has been diagnosed with end stage heart murmur, liver disease, kidney failure, high blood pressure, and has just experienced her first seizure the other day. Thankfully her quality of life is great and she has shown no symptoms aside from some weight loss and the first seizure. Unfortunately through months of arduous and expensive medications, vet visits, and extensive tests, this insurance has gone from helping a little, to barely covering any of my visits even with these more extreme circumstances occurring. You aren’t able to access the plan online to see any details, and the app doesn’t give you much for checking or changing coverage. I had just put in a claim for our $1000+ emergency vet visit, tests, and medications for my cats seizure, I can only imagine based on the track record recently I will be covered less than $100-200 if at all. I’ve been stressing over my baby’s health, as well as this bill I can barely afford. I finally get a notification that my claim has been finalized and of course the app will not load no matter how good my connection is, how many times I force close and open the app, even after the most recent update, and contacting customer service has gotten me nowhere. ### 1/5 — Unusable *2026-05-28, version 7.3.1* For whatever reason, the app and the website are inaccessible. Loading screens that don’t end and now, you try to log in and it just takes you back to the login screen. ### 1/5 — Latest Update doesn’t work *2026-05-23, version 7.3.0* Something is wrong with the latest forced update. Nothing but the homepage loads and it no longer allows claims to be submitted. Every other page just looks like a never ending loading page. Please fix! ### 1/5 — Not able to submit claim on app *2026-05-22, version 7.3.0* Since the recent update, I am not able to even submit a claim on the app. When you click the bio claim button, a little white box pops up and doesn’t do anything please fix your app. ### 1/5 — Fake 5 star reviews! *2026-05-11, version 7.2.0* Worst insurance experience ever. Every time I’ve made a claim I’ve been given the runaround. No matter how many invoices and literally HAND WRITTEN vet notes you submit, they will still claim there’s insufficient documentation to justify reimbursement ## Most critical reviews (10 lowest-rated) ### 1/5 — Coverage is a scam. *2026-08-29, version 7.7.1* 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. ### 1/5 — I’ve had better *2026-08-13, version 7.7.1* 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. ### 1/5 — Problem with logging in for months *2026-08-10, version 7.7.1* 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. ### 1/5 — Can’t log in *2026-08-07, version 7.7.1* Log into app has issues please fix so we can change rating. ### 1/5 — Known App Issues Undermine the FIGO Claims Experience *2026-08-04, version 7.7.1* 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. ### 1/5 — Scam!!! *2026-07-27, version 7.6.0* 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!!! ### 1/5 — Horrible Site *2026-07-26, version 7.6.0* 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 :) ### 1/5 — App crashes *2026-07-25, version 7.6.0* Have reinstalled and deleted 3 times had no problems before but now I do ### 1/5 — Not good *2026-07-23, version 7.6.0* At this point in time, I wish I hadn’t switched from MetLife. ### 1/5 — Can’t log in. Quote took me two hours *2026-07-22, version 7.6.0* Wow, what a lousy website and app. Shame ## Most praised reviews (10 highest-rated) ### 5/5 — Figo *2026-07-01, version 7.5.0* Great insurance ### 5/5 — Tried to enter a claim over a month ago *2026-06-12, version 7.5.0* My claim would not file over a month ago. Went back on today and finally could file now after speaking with someone at your company who could couldnt understand what i was saying and refused to let me speak with a supervisor in hopes to explain my issue with filing Very disappointed ### 5/5 — Awesome company. *2026-05-14, version 7.2.0* Our Sheltie was stricken with liver cancer. She had surgery along with treatments and medical attention fora year. Figo stood by us during the entire process and paid a huge portion of a very expensive vet bill. They were great. Unfortunate our girl succumbed to the cancer a year later. Figo even sent condolences on our loss and helped with the end of life procedures. ### 5/5 — Veteran owned *2026-04-02, version 6.28.0* So far I’m loving this application ### 5/5 — Love the Pet Cloud app! *2025-10-13, version 6.23.0* I just got my 10 week old puppy, pet insurance! the Pet Cloud app has been a lifesaver! some of my favorite things about the app so far … 1.) I can upload and organize his medical documentation, certifications, vet bills, microchip info and more! As someone with ADHD this feature is really helpful in making sure I keep track of his medical info, and dates of next appointments and such. 2.) You can see and connect with other pet parents in your area! I love the “connect” tab. it’s almost like a social media but for your pets. this will be an awesome asset when he is fully vaccinated and ready to meet other dogs! bonus points for being able to see all the cutie doggos in my area! 🥰🫶🏻 3.) my favorite feature so far is the 24/7 text line that connects you with a licensed veterinarian! as a new pet parent, I don’t know what is normal behavior and what is concerning behavior just yet. sometimes research just isn’t enough and getting the extra reassurance from a vet really helps me feel like I can ensure his health and safety. the vets I have chatted with so far have been detailed, understanding and compassionate. Cranberry was stung by a bee yesterday and I panicked and had no idea what to do. the vet tech i spoke to was calm, collected, reassured me I am doing my best and that it happens, and even offered to call me! Knowing I have help right at my fingertips when needed has made me feel like a more confident and comfortable pet parent! this review may seem paid or over the top but, I am being so genuine when I say the Pet Cloud app has been so helpful in so many ways. If you have pet insurance that connects with this app, it is worth the download! ### 5/5 — Zeus *2025-05-25, version 6.16.0* Our pup, Zeus, was so sick and could not urinate. He spent 6 nights at the emergency vet hospital. Figo was great and we are so thankful to have Figo. ### 5/5 — Blue *2025-05-23, version 6.16.0* Amazing Figo pets insurance!💕🥰🐩 ### 5/5 — Wonderful experience *2025-05-04* I find the negative reviews here genuinely puzzling. I’ve had Figo for a couple years now and have found their service to be exceptionally fast and the claims process quite smooth. They pay out pursuant to the advertised coverage. I admit I don’t use the social media-y features of the app much, but I have found this app to be a very convenient way to file my claims. I’ve literally filed a claim on a Tuesday while leaving the vet’s office and had the money in my bank account the following Monday. I’ve had an excellent experience so far. **Developer response:** Hi, and thank you so much for the wonderful review! Our goal is to create a supportive community where pet parents can connect and share their experiences. That’s why we’ve included some optional social features in the app. We truly appreciate your feedback—thank you again! ### 5/5 — Figo Insurance *2025-04-06, version 6.13.0* I simply love this insurance. I usually dislike using AI, but it’s quite useful & reliable to submit claims or get assistance. Customer service is EXCELLENT!! ### 5/5 — So far so good! *2025-04-03, version 6.13.0* First time putting in a claim, and it was quite easy! --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-09-05.*