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.

I work for a very large health insurance company (for humans) and I can tell you if we operated like this the OIC would make like a dog’s rectal thermometer and get right up our butts. I will be contacting Wisconsin’s to see if they handle pet insurance issues. Our dog had a visit for some symptoms that seemed like allergy symptoms, but their persistence led the vet and us to believe there was something else going on, leading to a soft palette resection (in short, the soft palette had overgrown and was causing an esophageal blockage and sinus cavity blockage). Figo denied everything flat out stating that the allergies were a pre-existing condition…despite the fact that this ended up having nothing to do with allergies. I’ve filed an appeal and was told I’ll hear back within 90 days. He’s back today for more diagnostics because he continues to have underlying issues and I fully expect them to deny even though the underlying issues are clearly not allergy related. I should note that our other, older dog is also insured with them and has never had a claim. Obviously I’ll be cancelling these worthless policies.

Absolutely a rip off. They take your money and then deny all claims. And deny all appeals too.

The company considers everything a pre-existing condition, even if you take your pet to the veterinarian and the vet "suspects" it might be a certain condition. They deny every office visit even if you are taking your pet because you are not sure what the issue is. If you do not buy figo insurance at birth, you might as well not buy it at all. Very disappointed this is a Costco recommended company.

I have had Figo coverage on my dog since he was an 8-mo-old puppy, so anyone out there who thinks their claims won't be denied because they enrolled in puppyhood had better think twice. In August of last year, my dog suddenly displayed balance issues and a head tilt. I took him to the vet who swabbed his ears and looked in them and found nothing but prescribed ear drops due to symptoms, to see if it would clear. The head tilt did not resolve, and after trying several rounds of medications (drops, oral antibiotics, month-long ear packs) without resolution, vet recommended we go to a neurologist or dermatologist to investigate further.

I purchased pet insurance from Figo through my Costco executive membership in September 2024. When we opened the policy, I spent several hours of my time compiling vet records for both of our dogs to make sure any future claims would be processed smoothly. Despite this time and effort. Every single claim I've filed (4 in total between the two dogs) has been followed up with an email stating that Figo doesn't have appropriate documentation to move forward. They also send an email to our vet asking for any and all of records on our dogs. I have contacted customer service on multiple occasions regarding this issue, and each time I call I get a different explanation. Initially, I was told it's just something that happens with the first 2 claims and will resolve on its own. Unfortunately, that turned out to be false. My most recent phone call I was told "that email gets sent out automatically because most people aren't on top of their pet records." I asked, "is any way to prevent this from happening in the future because all of our records are on file." I was told, "well I can put in a note in your file, so hopefully people will see it". At the end of the phone call, it was evident that there's basically nothing she could do. Chances are that for every future claim we will likely receive an insufficient records notice. Additionally, we just moved to a new home, and I called on April 21st, 2025, to update the address on file. I spoke to Destini on the phone, and she updated our address, but failed to mention that there would be a cost increase in our premium. On the morning of April 23rd, 2025, I received an email from Figo that both of our policies would be cancelled effective May 22nd, 2025, "after unsuccessful attempts to collect the premium". Our plan is on auto pay, and I confirmed on my bank statement that the payment was withdrawn on April 14th, 2025, for both dogs. I called customer service this morning and spoke with Aisha (sp?) who informed me that there was a premium increase associated with our move and that the additional amount was never charged to the card on file. Figo never even tried to process the charges despite the cancellation email stating otherwise. Aisha offered to run the card on file and remove policy cancellation notice from our account. She also stated that she would send an email confirmation of both payments for my records since we've had so many issues. Both payments went through, but no confirmation emails from Aisha and the policy cancellation notice is still on our account. Overall, I am tired of having to contact customer service frequently for issues with our account, and despite my best efforts it doesn't feel like anything gets resolved. In my opinion, this plan is too expensive to have this many issues. I'm hoping to cancel soon and would not recommend this company to others.

I've been a loyal customer with your company since my dog Figo was a puppy—he’s now six years old. Until now, I’ve never had to file a claim, but during a recent emergency vet visit, I reached out to customer service to explain the situation and ask whether diagnostic services—such as consultations and further review of x-rays—are covered under my plan.

Stay away from this “service” it’s more of a scam than anything. They do everything in their power not to pay and even for the most obvious issues. Delay, delay, then deny, deny. Makes United Healthcare look like a good option.

Multiple issues with Figo. My claim for one of my dogs was denied as Figo claimed it was an existing condition although my dog had never had a blood blister/scab on the middle of his back. A cyst was found under the scab. No where in his medical history did he have a blood blister/scab on the middle of his back with cyst.