Figo Pet Insurance Reviews 

We’ve had to file several claims lately. It’s been simple to do and the response time has been incredible.

Not enough coverage for the price being paid

When I signed up, the deductible was advertised as $750. With any other insurance, this means that the first $750 that is covered applies to the deductible. But apparently, buried deep in the document that you receive AFTER signing up there is a statement that each incident has a "per incident copay" so for instance if the charge is $100 and it's for covered services, there is a 20% copay deducted first then the balance is applied to deductible. In our case, we ended up paying the $750 plus another $125 or so more in "copays" because we started getting reimbursed. I feel like (1) this was buried in the fine print and (2) not how any other insurance works.

I'm out of pocket $1,400.00 - FIGO paid zero dollars.

My dog became acutely ill with severe facial swelling and a high fever that continued to worsen despite antibiotics. At the emergency hospital, the veterinarian ordered several diagnostic tests to determine the cause, including a 4DX test to rule out tick-borne disease as a possible inflammatory trigger.

FIGO denied the 4DX test as a parasite-related expense.

This was not routine parasite screening or preventative care. My dog was actively sick, and the emergency veterinarian specifically documented that the test was part of the diagnostic workup for his unexplained illness. The test was negative.

What makes the denial especially frustrating is that my policy specifically provides coverage for medically necessary diagnostic and laboratory testing required by a veterinarian.

I have formally appealed the decision and hope FIGO will take another look at the medical records and reconsider how this claim was handled. My dog is young and healthy, and an unexpected medical crisis like this is exactly why I purchased pet insurance. Unfortunately, when we actually needed FIGO to be there, they weren’t. That has seriously changed my confidence in this company.

I attempted to change my coverage for policy renewal on the app on 8/1/26. While the app quoted something around $420, it would not let me actually make the changes. I called Figo & talked to Kim on the same day & she was able to make the changes for me but told me that $499 would be deducted from my checking on 8/25/26. I told her what the quote was on the app & she said there was a discrepancy between the app & the actual going rates in my area. I wasn't happy but I accepted that. Now exactly 25 days later, the policy renewed & they deducted $587 from my checking. I tried to call cust service but had a very bad connection & could not understand the person. Why was I not charged what I specifically was told I would be charged only 25 days ago? Poor business practice.

tried repeatedly to get a dental claim filed. They kept saying they did not have all the records needed. When I looked online at the documentation they had, it was only 2 pages of records. My Vet and myself repeatedly scanned and sent them all 17 pages of my dog's complete medical record. they kept saying they would reopen the closed claim. Last time I spoke with a person (3rd call to customer service) they verified they could see the uploaded complete 19 pages of medical records and (again) it would be reopened. Nope. I sent another email to them asking to reopen it. Emailed response, "we will reopen the claim". Nope. Unbelievable. Not sure if they are using the insurance tactic of denying claims until customer drops pursuing it or if this is more basic incompetence. Either way, this seems to be a terrible company.

I had a claim partially denied for an emergency surgery on a Sunday (for on-call fees) because my dog’s death wasn’t imminent enough. That clause creates an impossible, bad-faith contradiction. Figo's contract explicitly requires policyholders to provide timely, reasonable care to mitigate injuries or illnesses and follow medical advice. Delaying care to avoid an out-of-hours surcharge would have directly violated my contractual obligations as a policyholder by intentionally risking a severe, predictable worsening of my pet's condition.Had I waited until standard regular business hours on Monday, the delay would have resulted in severe clinical decline, unnecessary prolonged suffering, and potentially fatal complications. Denying the mandatory access fee for timely emergency care—while simultaneously retaining the right to deny the entire claim for a delay of care—is a predatory administrative trap.

Edit: I guess Figo saw “death” and assumed my pet died. No. My complaint is that the claim was denied because she wasn’t almost dead enough for you for emergency “life saving” care but surely she would have been if we had waited and then you would’ve denied the claim for not getting recommended care.

**Very Disappointing Customer Service**

I purchased Figo pet insurance through Costco because I trusted that Costco would partner with a reputable insurance company\. Unfortunately, my experience with Figo has been extremely frustrating\.

It has been very difficult to get clear answers or communicate effectively with their customer service\. Instead, I received one email after another requesting additional documentation\. I called customer service and was specifically told to submit my pet’s vaccination history, which I did\.

Despite providing the requested documentation, just two days later my case was closed with a note stating that documents were still pending—without any further communication or clarification.

I called twice afterward. Both times, I was told that a message would be sent to have someone look into the issue, but nothing came of it.

The lack of communication, follow-through, and basic customer service has been very disappointing. I chose Figo through Costco expecting a reliable and professional experience, but unfortunately that has not been the case.

Based on my experience, I would not recommend Figo pet insurance.

Fast review of my claim as well as a quick reimbursement.

The website is very easy to use and customer service is always very helpful. They pay their claims promptly. Would highly recommend

Purchased Figo as a costco member. Purchased a good care policy. Recently went to vet for emergency issue with covered pet. Figo took over 3 weeks to review claim, which they denied any coverage for a variety of reasons. If you want any additional exam or other coverage, even in an emergency, you have to pay extra. Don't do it. Go to Pumpkin insurance where they have more transparent pricing and coverage details and will reimburse you for costs in 15 minutes.

Many expenses were rejected as 'exams' not covered by the policy but my dog suffered a leg injury, and the veterinary visit was strictly for emergency accident care. Naturally, when a dog injures its leg, a veterinarian must physically examine the limb to diagnose the damage, check for fractures, and determine a treatment plan.This examination was a direct and necessary response to an acute injury, not a routine wellness checkup.

Fast and easy

They make it extremely easy to submit a claim. The staff very professional and eager to help you. The claim paid promptly.

Glad I chose Fido Insurance.

I'm glad I purchased this pet insurance from FIGO and claims and refunds are fair, according to one's policy. I even referred a neighbor. Customer service is good too!

Warning to Costco Members: Figo Pet Insurance, A Complete Scam

I have trusted Costco and its partner services for over 25 years, but my experience with Figo Pet Insurance has been appalling.

My cat passed away from cardiac arrest on July 5th. I submitted a claim and reported his passing through their "Pet Cloud" app on July 6th. What followed was constant delay and hassle: first, a query on July 7th over an initial vs. full name mismatch on the vet bill ("M." vs "Mr."), and then a request for medical records on July 9th.

On July 28th, they finally ruled that the entire claim applied toward my deductible. To make matters worse, I discovered they charged my credit card on July 24th for a monthly premium—billing me for a deceased pet almost three weeks after I reported his passing. When I called to fix this, instead of retroactively refunding my premium from the date of his death (July 5th), they actually charged me for four additional days through July 28th!

I only chose Figo because of Costco's endorsement. I truly hope Costco reviews these partner practices and takes immediate action.

Figo is a great insurance. It's so user friendly in filing claims, explanation of charges & credits is clear & precise. Getting refunded is quick & effortless! You can pick your type of coverage needed. We have definitely saved a lot on vet bills. We got Figo insurance through Costco which added to the savings.

Just signed up with Figo, through Costo. Very disappointed after just one visit. We signed up for the wellness add-on which had large check marks next to things like vaccines, microchip, deworming. We got our first claim back. They only cover $50 per year toward vaccines, $30 toward microchip, and $10 a year toward deworming. That should have been made much clearer. When a company puts large checkmarks next to what's covered on their plan, that makes it seem like it's covered. I'll be browsing for a better, hopefully, more honest company.

I have multiple dogs and I have had Figo for a few years for all my dogs. One of my dogs became very ill suddenly and was diagnosed having T-cell Lymphoma and had to be hospitalized. The docs recommended chemo. My bill for him is over $15K and I promptly submitted all the invoices along with the hospital records at Figo's request. First round of claim was submitted three weeks ago, still in review. The second round of claim, of course, still in review. No past cancer history. They must know people need reimbursement to continue pay for the critical treatment for their beloved family member. I have been told they now have "everything" for the last 10 days. It is very frustrating... I don't know if Costco is aware of people's complaints about Figo.

We are so happy that we have Figo Pet Insurance!!! You have so much more control of what coverages you want-more than any other pet insurance we have used. The claim submission process is super easy to use and claims are reviewed quickly and fully and Figo reaches out directly to our Vet if more information is needed without us having to do any additional work. The claims are processed quickly and refunds are sent immediately after the claim is closed. We highly recommend Figo Pet Insurance!!!!