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.

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.