I’m so appreciative of Figo! For my pet’s end of life care, it was so easy to upload claims within seconds, get claims answered within 1-2 days if not mere hours, live vet access, and live customer service access via text. They even auto cancelled my insurance when they saw my pet had passed and had paid out the claim. I questioned the cost when signing up, but when the time came, I’m so thankful to have had the insurance. During such a tough time I didn’t have to speak to anyone; I could just upload on the app and spend more time with my dog in his final days.
First of all I think its important to note I got and have this app for insurance. For some reason Im required to have a pet social media app for insurance, and it SCREAMS taking advantage of consumers. I dont want to be prompted to make a post or add a profile picture. Its insurance. So already the app is full of a bunch of junk I dont want. When I look at my insurance, my policy is not visible. Great, so now I have to guess because the one feature I got this app for doesn’t work. They spend a week processing two documents only to request ten more and give me 24 hours to get them. Seriously? Hows that for a double standard while I casually wait over a week for a decent chunk of money as the care is definitely covered. And I mightve just given 3 stars if it wasnt for this “AI” claims bot. It is neither AI nor a bot, its blatant false advertising, which while I was glad was not actually AI because it shouldnt be, it adds to the frustrating experience. And of course you HAVE to use it. You cant ask questions. You cant even type. It is not “AI” its a menu reformatted as a chat dialogue where you get 2-3 options. This could be a series of screens. Its neither AI nor chatbot, yet it is labelled as such, which wouldnt be a huge deal on its own if my insurance app didnt operate as an oversized sales funnel that doesnt even show me insurance - this is the one part of the app I intend to use.
In my opinion, Figo does everything they can to get out of actually paying you any money for any claim. They make the insurance process very confusing and complicated when you sign up by having many different riders to choose from, making it seem affordable at first and then as you start adding riders that cover basic things like vet fees, annual checkups, etc. the premiums goes up quickly. Their premiums also change annually based on your pet’s age and where you live. I submitted a claim for a simple ear infection for my dog and they wanted the detailed notes from the vet, which Figo said they were going to contact them for, but then they close the claim when I didn’t provide the detailed notes. I had to resubmit the claim with the notes and I confirmed with my vet they never contacted them. The bill was $275, and they covered $30 of it. The vet fees aren’t covered under the illness part of the plan unless you add that rider. I had the wellness rider but that only covers the annual wellness exam, so not for illnesses of any kind. I had only $100 deductible and I still hadn’t met it even after this visit. They just find ways to not pay anything. I highly suggest saving yourself the trouble and find better insurance that is less of a headache.
Love the app, but the vet chat feature is so buggy!
We have been using Figo for about a year now. They have been helpful with any claims we have put in and any questions we have had. However, I decided to use the Live Vet feature today and I was less than thrilled. The vet I chatted with was great, no problems with her! But every time I went to chat, the chat shifted down below the keyboard so I couldn’t see anything. When I was done typing, I had to swipe backwards and then go back to the chat to see what was being said. Not only that, my app crashed 5 times within a 20 minute chat and it was ALWAYS when I was in the middle of typing something. Every time I went to go back to chat with the vet I was with, it opened a completely new chat with her. I ended up with a total of 6 open chats with the same vet because the app kept screwing up. This was beyond frustrating, as I just an easy way to get advice from the vet, but I kept having to screw around with the app to get it to work right. If other customers had a more dire issue than I had when speaking to your vets, I feel that this would be a massive issue. Please fix this.
I feel like this app was built to be a social network more than a tool. It’s frustrating to not get notifications of a claim being processed, or a live vet responding to my questions. I frankly have no interest in a pet social network and I shouldn’t have to check the app every day and go to a notification section to follow up on actual important information. I pay for pet insurance. I want an app that’s useful and actually prioritizes making the information I need accessible and readily available. Not the silly feed of other peoples pets. That’s literally the only thing you can get a notification for. Separately and not app related but Figo needs to actually add reasoning behind the claim decisions like any other health insurance provider in the world. Just a dollar amount with no explanation is ridiculous.
I’m liking the Figo app so far! Clean interface and user friendly. However, I used the chat feature and tried changing a setting today and noticed a few bugs: — when trying to toggle the option to display my hometown in my profile, it would turn off and then turn back on. I’m not sure if this is because my profile is already private and it’s irrelevant. — when using the chat feature, new messages will appear but the chat screen “freezes” at a message above it and I can’t freely scroll down to the new message. I can pull up on the screen to see there’s a new message, but when I release it it returns to a prior message. — when opening an existing chat from the “Live Vet” page, it opened to a blank white page and I had to force close the app to correct it.
This app is great because it is easy to reach 24/7 vet online and ways to claim any service for reimbursement. The down part is that there are three sections that never loads.. those are achievement, reminded and near you tabs. They are always in loading mode but never finishes loading. They could improvement on that and this all would start reviving high grade rating. Now exactly sure, why this all has such a low rating because filing claim and 24/7 service is very easy to reach.
This is always difficult, trying to separate the app from the service that it represents. In this case, both are equally bad. First, the app. Crashes, hangs up, display blank pages. And frequently ask you to update the app, which should be an automatic processing 2024. The insurance product is even worse. The claims reviewers will look for any reported symptom, and then project that onto a diagnosis which they will not cover. For instance, they don’t cover eating disorders. so if your dog swallow something because one of your kids left it laying around, and he needs surgery, well too bad — that’s an eating disorder. My biggest disappointment is that the service was recommended by Costco. They usually do a much better job vetting the companies they do business with.
I have had Figo for my dog for 7 years. Thankfully not many claims during that time. However the app or website that figo used 7 years ago was way better than this. I was not even sure I was in the right place since the app doesn’t even resemble Figo. The chat feature on this app is impersonal. Which I guess for AI that is what you get. But I don’t want to chat with a bot. I want to submit my claim. Also, if you already have my bank info on file because you are deducting my premiums, why am I entering my routing number into the chat? No thank you. This app seems like it is trying to be more than it is. I don’t want the extra “features”. I want to do my business and move on.
When I first brought home a puppy I signed up for FIGO’s very basic services. I was skeptical about how I would be treated and reimbursed. After a full year with FIGO I can wholeheartedly recommend it. I upgraded to a more comprehensive plan for year two based on the excellent customer service and the integrity of the product. Claims are easy to file, reimbursements are extremely fast and are directly deposited into my bank account. Highly recommend.
I’ve been a member of Figo for 2 yrs now and i have no regret being member of this company the most i like in this insurance is their Live Vet which is accessible 24/7 and each time i have concerns about my pet its just 1 click and there is a Vet available and the part i like from their Vets. Is they are giving me a Assessments, Information, Guides and Etc. which is really great and very helpful for all of us as a policy holder. And easy claim, love Figo and their App. Kudos Figo!.
Only positives: -they make it pretty easy to reach somebody for customer support during business hours -The app is pretty easy to navigate Negatives: -if you have a brand new pet that has absolutely no history, then maybe this insurance is for you. But every claim I have filed for them they have found a reason to deny. They denied coverage on my cats kidneys because before her insurance was purchased she had some thing going on with her thyroid. Completely unrelated and I had to get my vet to find it and they still have not paid even though the vet confirmed with them that these were unrelated issues. -i’ve given them a lot of money in monthly dues and never gotten a single penny back you think that they will cover at least the vet visit -but if anything is found during the visit that is not covered then they choose to not cover anything related, any tests or the visit itself. Don’t buy this insurance!!
Downloaded the app when the website said there was 24/7 access to a veterinarian available. Great to have at 2am when you are considering a call to the local emergency vet. This feature is somewhat new and needs two improvements: 1) a way to archive the chat session, especially the infographics that are shared by the vet. And 2) It would help if the app handled having a tablet in landscape orientation better so I could use my external keyboard for faster typing.
I have never written a review for an app before but this was such a great experience, I felt I had to share. I can’t believe how easy Figo made it to submit a claim and the app walked you through the steps and you could chat or email with a representative. I submitted my claim and got it paid within a week. Now if only human health insurance could be this good!
I am very new to this pet insurance and I can say this has been the best decision I have ever made! Figo is so organized and very easy to use the customer service is awesome and everyone here has a very positive attitude! Thank you t the customer service is representative Jocelyn for explaining to me how pet insurance claims work and walking me through the app! I appreciate it!
While I absolutely love the 24/7 vet chat feature, I really can’t get any use out of it due to app issues. I have the most recent version downloaded and when I tried to chat with a vet this morning, the app wouldn’t allow me to select any photos to add to the conversation (despite giving permission to the app to do so) and the app had crashed 7 different times during the conversation. I really hope this is fixed soon so I can fully access the benefits of Figo coverage.
Our baby Chuck who is a 5 year old adorable beagle has had ACL surgery, a tumor removed and now Lymphoma since January of 2021. He is still with us because we have had Figo to help pay for all of his cancer treatments. Without them our cutie would not be here now. We are grateful for every day that we have with him. ❤️
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.
Super easy to submit claims! Great technology platform and better instance than we previously had with another company. They are responsive, keep you up to date and pay what they guarantee. I highly recommend Figo! We are on year two and have no plans of moving to another provider. 🐾
I wish the developers would spend half as much time making the app easier to use than adding pointless, half-baked, social features. At a minimum, make it compatible with password managers (the login text box isn’t even set to pull up the email version of the keyboard) and sort it into the correct app category (“finance” would be much more accurate than “productivity”)
I have had 2 other pet insurances in the past. FIGO is hands down better in every way. Reimbursement is quick and direct deposited to bank account. Creating claims is super easy! Online vet chat option is such an added plus on a weekend when your vet is closed.
A lot of work for vet office and no live person to talk to
Do not get this insurance if you prefer to speak to a real person for customer support. You only have access through the app and texting and emailing. also they demand a lot from your veterinarian’s office. Each time you file a claim not only do they need the invoice or receipt but they also need the doctor’s notes. That is a hassle. i’m investigating other insurance options and considering canceling now.
This app is incredibly slow - so is the website. Probably running terrible clunky server systems. Why should this matter? Because they are touted as an up and coming pet insurance provider but play like an old time that refuses to upgrade. I have changed my billing detail 3 times, to get them reverted or broken. I can’t ever change detail in the app, as it stalls out. The web version works half the time, and it leaves you with customer service calls. If you are looking for an app based pet insurance provider THIS IS NOT IT.
It’s almost impossible to get the notifications to load properly. Doesn’t matter if I’m at home, on the road, or on someone else’s Wi-Fi. Not to mention that Claims and/or Insurance Plans are not listed in the five main icons at the bottom of the app (which show up on every screen). They could easily replace “Connect” and “Explore” which don’t do me any good if I’m using the app for pet insurance.
The insurance we have is great, but the app has given me nothing but trouble. The newest issue is that I can’t view my claims. The app just spins and spins and no matter how long I wait it spins. I tried to submit for help with this issue on the app but when I try to submit it….it just spins and spins and spins. Frustrating because I can’t see anything that’s going on with my claims.
We had to file our first claim with FIGO for our youngest son Bleaux. I couldn’t believe how easy that process was. A few clicks on my phone and we were reimbursed in two days. Straight into our checking account. Thank you FIGO!
App Crashes constantly when trying to speak to a live vet
My dog is sick and I’m worried about him. It is after hours for my vet so I decided to try the live vet feature. BIG MISTAKE!!!! It crashes every 10 words you type and you can’t read anything the vet says. You have to keep starting over typing, and can’t read vet advice or questions it makes it very frustrating. Even more with a sick puppy. Please fix this. It doesn’t crash any other time.
I am amazed with how smooth and fast Figo works. Their customer service is top-notch and it took me 1-2 minutes to submit my claims. The app is super user friendly. I called their CS once and they were amazing. Get this pet insurance! Best price out there- trust me I checked.
I had a $500 deductible with a 70% "reimbursement" plan. One would think that it would cover 70%. NOT AT ALL. After my dog started vomiting and could not stop I decided to take him to the after hours vet. He is 2.5 years old and has no preexisting condition. I had a false sense of confidence because I had pet insurance. Had I not had pet insurance I probably would have waited a bit before taking him to the vet. My dog was fine. The visit was $1,000 and Figo covered $100? It is a SCAM!
I felt like I used to have a lot more issues with this app and things have been a lot smoother lately. It’s been easy to send documents to our pet cloud and easy to communicate about our claim. Thanks for any improvements you’ve made!
My baby has double ear infection and is a little cranky but that’s to be expected I don’t know how I fill out claims for things like that we went to the vet yesterday and I spent $267 so how do I fill out a claim if someone would help me I’d really appreciate it
Chose Figo b/c of their connection to Costco. However, their app is so glitchy. I couldn’t open the app b/c it didn’t recognize my email- even though Figo uses it regularly to contact me. I could not see what was needed and requested. A very nice rep helped me last night. Miracle of miracles I could access my account today. Mostly denials- of purse the explanation of benefits is inaccessible. Of course. I’d look elsewhere.
Excellent, I wish every other company had such an amazing chat system like you do! Quick, easy and to the point. Very user-friendly easy to understand.
After about a year, the company will double or triple your premium and blame rising vet prices though my area hasn’t increased and my dog has a clean bill of health. We’ve never even made a claim and the company wants nearly $250 a month. Complete shame how the company gouges and takes advantage of a service we so desperately want to protect our fur babies with. It’d be smarter to set aside the $250 a month for if something actually happens instead of paying this greedy company.
I’ve been chatting with the vet this morning, and the app just randomly crashes, I’ve had to re-open it a dozen times during the chat. Even if it wasn’t crashing, you can’t read the latest thread because the keyboard doesn’t minimize, you have to exit the thread, and then re-open the thread to read responses.
It would be really good if it didn’t crash every time I tried to chat with a vet! I had to keep re-launching the app every time I responded in the live chat. Love that it comes with the option to speak with a vet but it’s hard to do when it closes every second.
I switched over from Lemonade who had terrible coverage and it felt as if they were using every excuse to not pay. Figo’s breakdowns are extremely helpful and claims are completed in ~3 days
The app is good I just wish it would explain a little better about the coverage. Initially applying for it it shows well but once it is purchased not so much. It does explain the power ups well but not the preferred plan for example.
Just got a puppy and thought insurance would help pay for all the costly bills/typical vet care that you have in the beginning. Thought WAY more covered than actually did. Out of the $1000 plus that I submitted, 90% didn’t qualify. One of my claims was too late to submit. You only deal with AI, and it’s hard to get an actual person. I asked for a one time curtesy, and got denied. Wouldn’t choose again.
Figo has always been easy to deal with. They answer questions clearly and make sure I understand what is needed. Super easy and friendly, helpful to deal with☺️
FIGO has saved me when my pup hurt her leg and now when she ate something she shouldn’t have. I’m so thankful for this insurance. It is so easy to submit a claim and they process them quickly and efficiently.
My kitty just had an emergency visit to the vet and I filed a claim for the first time on the Figo app. IT WAS SO EASY! I wish human insurance companies were this easy to work with. I just hope Figo covers a decent amount. We shall see…
Have yet to use Figo for their main purpose: insurance. But their on call vet that’s included as part of their insurance is invaluable. Very easy to use this feature within the app.
This app makes me not want to use my pet insurance
Filing a claim is annoying - you have to use their AI chat bot and it requires you to enter your bank for payback each time. The login experience leaves a lot to be desired - Mistyped my password but instead of letting me know, it throws you in a loop going to the page that says sign in. Can’t update my reimbursement method in the app - like why do I have you then? Feels super weird to show pets nearby…that I guess also have pet insurance? All I want is something to submit claims, review my policy, and i don’t know, tell me when something doesn’t match what they have in their system? Feels like a 2010 app trying to be cool in 2024.
My dog is in the ER as we speak and I cannot access my insurance due to an error within the app that won’t accept my credentials. I changed my password, deleted and reinstalled the app, used the one time passcode feature, and nothing… Been paying for this insurance for four years and never needed it, but when I do their garbage app has errors. Thoroughly disappointed.
So far our 2-1/2 week time with our 1 year old heeler rescue has been eventful, energetic, and fun - for Logan and for us. Figo has been very supportive and the app is awesome. Figo spreads the joy of our canine and feline kids! Thank you!
I have a vet appointment tomorrow and in the month leading up to it, I’ve tried to use the app and it won’t load anything. I’ve updated it, I have a nice new phone, and I just want to be able to see my pet insurance information. Am I the only one having this problem? It’s really frustrating and disappointing. I know my internet connection is fine.
Pet Cloud features: Inbox & Docs: Create folders for medical records, adoption records, vet bills, pictures, and create personalized folders. Especially helpful during a pet emergency: Access all your records wherever and whenever you need them; and upload and share documents with anyone. Reminders: The Pet Cloud lets you know when the important stuff is due. You set the date, and it will remind you when your pet is due for their shots and vaccinations. Connect: The Pet Cloud makes it easy for you to meet other pets and their parents. Use the search tool to discover who's around you and get connected. Chat, share photos, plan play dates, and more! Explore: Never feel lost again—wherever you roam, you’ll have access to all things pet. Easily find pet hotels, groomers, daycares, dog parks, shelters, pet-friendly restaurants, and emergency pet hospitals in a flash. Loss Prevention: Unique pet tags integrate with your Pet Cloud profile. If your pet ever goes astray, they can be reunited with you using the unique code on the back of the tag. You and your family are alerted via text message. Coming soon to all Pet Cloud users: Live Vet Access: Have a pet emergency or question for a veterinarian? Pet Cloud users can access live veterinary professionals 24/7. Pet Insurance: The Pet Cloud seamlessly integrates with Figo Pet Insurance. Submit claims, add medical records and anything pertaining to your pet’s health through the app. Also, information about your pet’s insurance policy—deductible, payment history, coverage, etc.—is automatically populated.
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