Figo Pet Insurance

In addition to all this, I love the fact that Figo allows me to submit and resolve claims entirely without paper. They process all my claims through their web platform and smart phone app and they process them FAST. When I am due to be reimbursed for an expense, the money is direct deposited into my bank account, usually within fewer than 24 hours. It's hard to beat that kind of turnaround time. My calls to customer service have been efficient and friendly, and I haven't had to fight Figo on a single claim. Because of all this, I am thrilled with my own choice, and am constantly referring other pet parents to check out Figo for their pet's insurance needs.

While I had no issues with previous submissions, I was concerned that because of the high cost of surgery the insurance company might not want to reimburse me. It took longer than the other submissions but the other ones were reimbursed within a couple days. Figo had to wait for some notes from my vet and emergency room. They closed the case before they received those notes but opened it right away after I called and got my vet to send the notes. Once that happened, I received reimbursement of about $6,50, after deductible with my 90% plan. The only thing not reimbursed was tax. All in all, even with those issues and the high cost, it took them about 8-10 days to approve the claim and to deposit it in my account.

My premiums went up after the first year but the reality is with her age and the submissions, it was to be expected. I'm not looking forward to what the premiums will be next year but there's not much I wouldn't do for my girl. I'd definitely recommend them as I've not had any problems with coverage and it saved me so much.

1. Coverage: they cover everything I need — and I have always been reimbursed for everything as I've expected, even physical therapy. My dog unfortunately had to have four surgeries this year, two major, two minor, and everything was covered. Also, they are one of the few companies (maybe now the only one?) that covers 100% of the bill, if you choose that option (there are also several lower coverage options for lower premiums). Most other companies don't offer more than 90% and some even less than that. They also cover all exam fees as an optional add-on — many companies don't offer that option at all.

2. Claims Process: yes, at one time they did have a problem there. But they have since corrected that and I usually get most reimbursements approved within a day or two and then it just takes another day or two for them to direct deposit into my account.

3. Customer Service: excellent! I actually have one customer service rep who helps me regularly and she is terrific. But a lot can be done on their app — they were the first pet insurance company to come out with an app and they have the best one in the business. Very, very easy to submit a claim — and you can look at all the documents 24/7.

4. Premium Coverage: It was great first two years. Then they changed carriers and it went up exponentially. I was none too pleased. They finally changed their carrier earlier this year and it went DOWN exponentially yet my coverage remained the same (except they no longer cover dental for reasons of illness, only accidents). So, they listened to their customers and I couldn't be happier.

I couldn't be more pleased how things are going with Figo. As long as my annual rate increase is incremental and not exponential, I anticipate my happiness will not diminish. One thing to do in your search for pet insurance: compare at least three different companies, or even a half-dozen, if you have the time and patience. This shouldn't be something you go into without some deep research. Once you go with a company and you submit a claim, that condition you submitted for will become "pre-existing" if you change insurance companies and they won't cover it. Even Figo may not be perfect for your needs, so compare. Also, do what is called a Medical Records Review for at least two, if not three, of your final choices. When you do that the companies will tell you what they will and won't cover, so there will be no surprises. Good luck!

With all this said, I am utterly impressed with the customer service at Figo. I worked with a very effective and professional agent during the process of finding that new magical underwriter. She was patient, kind, and addressed my concerns as best she could during the whole process. Filing claims is crazy easy through the app and claims are usually closed very quickly with the reimbursement appearing in your account within a matter of days of the initial claim. Anytime I have had questions about reimbursements or services, Figo staff have been quick to respond and knowledgeable. I do feel that Figo staff really care about their customers/pets.

I now have it for our one year old bernese/pyrenees mix and am so happy. I've recommended Figo to all of my friends with pets. I also love that you can modify coverage for what fits best for you. If I were to change anything about Figo it would be the app. Its usability is a little off, and while it's cute to have a pet social media factor, this is a pet insurance company first and should present as such in the app, but instead first presents as a pet social media. Other than that they're great, and the Evie claim submission chat is excellent usability.

Without any advance notice they decided to deduct two months of premiums and the billing dept has to clear it with some other dept before refund. I will not recommend them to anyone who has an animal they need to purchase insurance for and would tell them to look into other forms of pet insurance. I don't like having to say that this choice I made about 4 years ago is now a mistake. It's about profits, not the well being of animals.