Figo Pet Insurance at a Glance
If you’re doom-scrolling through pet insurance options while your dog gives you that “are you serious right now?” look from across the room, Figo deserves a spot on your shortlist. This Chicago-based company launched in 2012 with a mission to drag pet insurance into the smartphone era, and they’ve largely succeeded. While the industry has historically felt stuck in the fax-machine age, Figo built their entire experience around an app that actually works.
Figo Pet Insurance earned an 8.3 out of 10, which was just shy of landing it on our list of the best pet insurance. That doesn’t mean Figo isn’t right for you, though. Here’s everything you need to know to decide if it’s the right fit for your pet.
Strengths
Figo has earned solid marks across multiple independent reviews for their highly customizable policies. What really sets them apart is offering reimbursement rates up to 100%, something you’ll rarely find elsewhere in this space. Their accident waiting period clocks in at just 24 hours, which is dramatically shorter than the two-week standard most competitors impose. Senior pet owners will appreciate that there’s no age ceiling for enrollment, meaning your 12-year-old rescue can still get covered. The Pet Cloud app genuinely streamlines the insurance experience, with claim submissions taking mere minutes and round-the-clock access to veterinary professionals via chat.
Weaknesses
If you’re hunting for bare-bones accident coverage to save money, you’re out of luck here. Figo only sells comprehensive accident-and-illness plans, which means higher premiums even if you just want emergency protection. Customer feedback online paints an inconsistent picture, with social media discussions skewing notably negative around claim denials. Behavioral health coverage requires purchasing a separate add-on and comes with its own $500 yearly cap. Price-wise, expect to pay roughly 14% more than industry averages for similar coverage levels.
Who Is Figo Best For?
Figo makes the most sense for pet parents who prioritize getting every dollar back from their vet bills and appreciate doing everything from their phone. Costco members can snag a meaningful 15% discount that helps offset the premium pricing. The platform was clearly designed with younger, digitally-native pet owners in mind, offering modular coverage options they call “Powerups” for things like wellness visits and exam fees. Owners of older pets who’ve been turned away by age-restricted competitors will find Figo’s open enrollment policy particularly appealing.
Figo Overview
Figo launched in 2012 out of Chicago’s 1871 tech incubator, one of Google’s recognized innovation hubs in North America. The company positioned itself as a disruptor in an industry that hadn’t seen much innovation in decades. In late 2021, JAB Holding Company acquired Figo through its Iguana Investments subsidiary, folding the company into a broader strategy to dominate the pet care market.
Coverage extends to dogs and cats throughout all 50 states, Washington, D.C., Puerto Rico, and Canada. Exotic animal lovers will need to look elsewhere. Independence American Insurance Company and Markel American Insurance Company handle the underwriting. The company earned BBB accreditation in 2016 and has maintained continuous operations for over a decade.
Figo Reliability
The financial foundation here looks solid on paper. Independence American Insurance Company carries an A- (Excellent) rating from AM Best, while Markel American Insurance Company holds an A (Excellent) rating. These grades indicate a strong ability to meet policyholder obligations.
One wrinkle worth tracking: AM Best flagged Independence American for review in August 2025 after the company refiled its 2024 financial statements due to how auditors classified certain reinsurance agreements. This relates to accounting technicalities rather than operational problems, but it’s the kind of thing informed consumers should monitor.
Figo holds an A+ accreditation from the Better Business Bureau. The JAB Holding Company backing provides substantial financial depth, as JAB also controls major stakes in NVA (a massive veterinary services network) and Independence Pet Holdings. This integrated ownership structure suggests Figo isn’t going anywhere, though insurance companies always carry inherent market risks.
Figo Coverage Options
Plan Types Offered
Unlike many competitors who offer tiered coverage starting with accident-only policies, Figo exclusively sells comprehensive accident-and-illness protection. You’ll choose from three annual limit tiers: Essential caps reimbursements at $5,000, Preferred (their bestseller) maxes out at $10,000, and Ultimate removes annual caps entirely.
The “Powerup” system lets you layer additional coverage onto your base plan. Wellness options come in Basic ($135 annual benefit) and Plus ($250 annual benefit) versions covering routine care like vaccinations and checkups. Separate add-ons exist for veterinary exam fees and an Extra Care Pack bundling miscellaneous benefits like boarding assistance and travel interruption coverage.
What’s Covered
The comprehensive nature of Figo’s coverage means most common veterinary expenses qualify for reimbursement. Hip dysplasia and other orthopedic issues, physical rehabilitation, prosthetics and mobility aids, surgeries deemed medically necessary, prescription drugs, lab work and imaging, dental procedures beyond routine cleaning, behavior modification programs, acupuncture and chiropractic care, end-of-life services, emergency room visits, genetic and hereditary conditions, ongoing chronic disease management, and oncology treatments all fall within coverage parameters.
Chronic conditions requiring lifelong management, such as allergies, diabetes, or joint disease, remain covered as long as they develop after your policy begins. Cancer coverage extends from initial diagnostic workups through specialist consultations, chemotherapy regimens, and ongoing medication needs.
What’s NOT Covered
Figo’s exclusion list matches industry norms. Pre-existing conditions won’t be covered unless the company deems them “curable” and your pet remains symptom-free for a full year. Experimental treatments, anything related to breeding or pregnancy, pets produced through cloning, elective cosmetic procedures, most parasite-related issues, and dietary supplements all fall outside coverage boundaries.
The pre-existing condition policy deserves closer attention since it’s where most claim disputes originate. Figo defines these as any condition showing symptoms or receiving a diagnosis before coverage activation or during waiting periods. The silver lining is their willingness to reconsider “curable” conditions after 12 symptom-free months.
Policy Terms
Waiting Periods: Coverage kicks in after just 24 hours for accidents, two weeks for illnesses, and six months for orthopedic problems like cruciate ligament tears. That orthopedic delay can potentially be eliminated if your vet performs and documents a clean orthopedic exam shortly after enrollment.
Age Restrictions: Puppies and kittens become eligible at eight weeks old. No upper age boundary exists, though senior pets (dogs eight and up, cats ten and up) must follow veterinary recommendations for age-appropriate wellness screenings to maintain coverage.
Renewability: Expect annual renewals with potential premium adjustments. Rate increases happen across the pet insurance industry as pets age.
Cancellation: Walk away anytime by contacting customer service. Canceling within the first month before filing claims entitles you to a complete refund.
Vet Restrictions: Use literally any licensed veterinary provider anywhere in the world. No networks, no referral requirements, no geographical limitations.
Special Features
Every policy includes complimentary access to licensed veterinary professionals through a 24/7 text-based consultation service. The Pet Cloud platform doubles as a social network for pet owners, helping you discover nearby pet parents, organize meetups, locate pet-friendly businesses, store medical records, and set vaccination reminders.
The Extra Care Pack adds unusual benefits like liability coverage up to $10,000 if your pet damages someone’s property, plus trip interruption reimbursement when emergencies force vacation cancellations.
Perhaps the most underrated perk is the diminishing deductible program, which shaves $50 off your annual deductible each claim-free year until you’re paying nothing out of pocket before reimbursements begin.
Figo Affordability
Sample Pricing
Typical monthly costs run around $77 for dogs and $46 for cats based on national averages across standard policy configurations (90% reimbursement, $250 deductible). Real-world pricing shows significant geographic variation, with cat coverage ranging from roughly $15 monthly in lower-cost states like Arkansas up to $41 in pricier markets like Maryland. Dog policies span approximately $33 to $74 per month, depending on location.
Pricing Factors
Your quote depends heavily on species, specific breed, current age, and zip code. Premiums climb as pets get older since age correlates directly with medical utilization.
Customization Options
Deductible choices typically include $100, $250, $500, and $750 tiers, with higher options ($1,000-$1,500) available for older pets. Reimbursement percentages span 70% through 100%, though the top tier comes with restrictions and limited availability. Annual coverage caps offer $5,000, $10,000, and unlimited selections.
Discounts Available
Military service members receive 5% off in most states, though Florida, New York, Tennessee, and Washington residents don’t qualify. Multi-pet households also get 5%, but this doesn’t compound with additional animals.
The diminishing deductible effectively creates a long-term discount by reducing your annual deductible $50 for each claim-free year.
Costco members accessing Figo through the warehouse retailer’s program receive 15% off standard pricing, making membership potentially worthwhile for this perk alone.
Law enforcement families belonging to the International Union of Police Associations qualify for 10% off.
Value Assessment
Figo’s pricing sits noticeably above market averages, roughly 14% higher for equivalent coverage. The premium positioning makes sense if you value their unique 100% reimbursement option or the tech-forward experience, but budget-focused shoppers can find cheaper alternatives elsewhere.
Figo Claims Process
Filing happens through multiple channels: the Pet Cloud app, company website, email, traditional fax, or phone calls. You’ve got six months from treatment or invoice dates to submit.
Speed is where Figo genuinely excels. Internal processing averages under three days, with many straightforward claims resolving even faster. Maximum processing windows extend to 30 days, but that timeline typically applies only to complicated cases requiring additional documentation.
Payment arrives via direct deposit or paper check. Electronic transfers typically hit bank accounts within three to five business days after approval.
Denied claims aren’t necessarily final. Figo allows two appeal attempts, giving you multiple chances to provide additional documentation or clarification.
Customer feedback consistently praises the submission experience, particularly the app’s simplicity. Quick turnaround times earn frequent mention in positive reviews. The frustration points center on denials, with some policyholders feeling the company interprets policy language narrowly to avoid paying out.
Figo Customer Service
Accessibility
Phone support operates at 1-844-738-3446 during extended hours: 7 AM to 7 PM Central time weekdays, with Saturday availability from 7:30 AM to 4 PM Central. Text messaging works through the same number. Email options include [email protected] for general questions and [email protected] for reimbursement matters. Website chat provides another contact method.
The team operates seven days a week, which exceeds many competitors’ availability windows.
Digital Experience
Pet Cloud apps for both major mobile platforms receive regular updates, suggesting ongoing investment in the user experience. Functionality goes beyond basic policy management to include claim tracking, veterinary chat access, document storage, and the social features mentioned earlier.
Users frequently cite the app’s speed and intuitiveness when describing their claim submission experiences.
Customer Satisfaction Metrics
BBB accreditation at the B level indicates meeting that organization’s trust standards. Trustpilot shows approximately 3.9 out of 5 stars across thousands of verified reviews, suggesting generally acceptable but not exceptional satisfaction levels.
Social media sentiment runs more negative, particularly on Reddit, where discussions about claim difficulties significantly outnumber positive experiences. This disconnect between formal rating platforms and organic discussion forums warrants attention.
Figo Customer Highlights
What Satisfied Customers Say:
Pet parents frequently celebrate the app’s efficiency, with many noting that claim submissions take under two minutes. Quick reimbursements, sometimes within 24 hours, earn consistent praise. Several testimonials credit Figo with making expensive treatments like ACL surgery or cancer care financially possible.
What Frustrated Customers Say:
Negative reviews cluster around claim denials, particularly disputes over what constitutes a pre-existing condition. Some policyholders report extended delays on straightforward claims. Premium increases at renewal also generate complaints, with some reporting dramatic year-over-year jumps.
Recurring Praise Themes: Streamlined digital experience, rapid processing, flexibility in plan design, helpful support during smooth interactions, and financial relief during medical crises.
Recurring Complaint Themes: Denial disputes (especially pre-existing condition interpretations), renewal price hikes, occasional processing delays, and requests for documentation that feel redundant.
Pros and Cons of Figo
Pros
- Full Reimbursement Availability: Finding 100% reimbursement options in pet insurance requires real searching. Figo offers this rare feature, potentially eliminating out-of-pocket costs beyond your deductible for covered treatments.
- Minimal Accident Waiting Period: The 24-hour activation for accident coverage provides near-immediate protection compared to the industry-standard two-week delay. Orthopedic waiting periods can also be waived through early veterinary examination.
- Genuinely Useful Technology: The Pet Cloud platform goes beyond basic insurance functions to create an integrated pet management tool. The 24/7 veterinary chat alone provides ongoing value regardless of whether you file claims.
- Senior Pet Inclusivity: Age restrictions lock many older animals out of coverage entirely. Figo’s open enrollment policy means adopting a senior pet doesn’t mean accepting uninsured status.
Cons
- Comprehensive Plans Only: Without an accident-only tier, budget-conscious pet owners can’t access cheaper basic coverage. You’re paying for illness protection whether you want it or not.
- Premium Pricing: Approximately 14% above market averages means a meaningful extra cost over a pet’s lifetime. The technology and features partially justify this, but price-sensitive shoppers should compare carefully.
- Inconsistent Customer Experiences: The gap between positive formal reviews and negative social media sentiment suggests service quality varies significantly. Claim outcomes seem particularly unpredictable.
- Behavioral Coverage Restrictions: Base policies exclude behavioral health entirely. The available add-on carries its own $500 annual ceiling, which may prove insufficient for pets requiring ongoing behavioral intervention.
Our Verdict and Score for Figo
Figo rewards pet parents who prioritize digital convenience and maximum reimbursement potential, provided you’re comfortable paying above-average premiums. The technology genuinely differentiates them from legacy insurers, and unique features like 100% reimbursement and one-day accident activation create real value. However, claim-related complaints warrant careful policy reading and thorough documentation habits.
Recommended For:
- Pet parents prioritizing maximum reimbursement rates
- Costco members are leveraging the 15% partnership discount
- Owners of senior pets facing age restrictions elsewhere
- Digitally-native consumers who prefer app-based management
- Military families in eligible states
Not Ideal For:
- Budget-focused shoppers wanting accident-only coverage (consider Pets Best pet insurance)
- Consumers are uncomfortable with technology-centric service models (consider Embrace pet insurance)
- Pet owners with negative prior insurance claim experiences (consider Prudent pet insurance)
Methodology
Our evaluation weighted five categories based on their importance to the average pet insurance buyer:
Affordability (30%): We compared pet insurance premium costs across multiple pet profiles, factoring in available discounts and fee structures. Pets Best’s industry-low prices drove their strong score here.
Claims Process (20%): We evaluated submission options, processing times, reimbursement speed, and the availability of direct vet payment. Multiple submission methods and reasonably fast processing earned a solid score, though customer friction reports prevented a higher rating.
Customer Service (20%): We assessed accessibility, digital tools, and customer satisfaction metrics from Trustpilot, BBB, and Reddit. The BBB complaint situation and app issues significantly impacted this score.
Stability (20%): We examined A.M. Best ratings, years in business, corporate backing, and regulatory standing. Strong financial backing, offset by mixed underwriter ratings, resulted in an above-average score.
Coverage Options (10%): We reviewed plan variety, what’s covered and excluded, waiting periods, and special features. Comprehensive offerings with genuine customization options earned a high score, with waiting periods being the main drawback.
Our review methodology weighs five key factors to generate overall scores. We analyzed 20 pet insurance providers across identical criteria, then applied a curve based on the top performer to ensure fair comparisons.
Figo Pet Insurance Category Scores
- Financial Strength: 8/10
- Coverage Options: 7/10
- Affordability: 6/10
- Claims Experience: 7/10
- Customer Experience: 6/10
- Overall Score: 8.3/10
Check out our complete methodology and see how every provider stacked up in our Pet Insurance Reviews.
