Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This pet insurance coverage is referencing records from years ago and assuming that a current problem is related to a previous problem. We chose this coverage because they claimed they would not consider pre existing conditions and their coverage type is not clear. It is not obvious what is covered with basic coverage and it's obvious that there is nothing that they are willing to pay for. Its predatory and purposefully vague to confuse customers to take their lower rate just to reject all claims.

  Business Response

  Date: 04/21/2025

  Case No.: 23171537
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by **** ***** on April 7, 2025 regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to **** ***** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The ***************** reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  Figo Pet Insurance

• Initial Complaint

  Date:03/31/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My declaration of insurance for my car states that physical therapy and alternative care riders are optional, and I did not ask for them to add those to my insurance policy, but I reached out to them and they stated they arent optional. I believe this is false advertisement and they are charging me for these options when I do not want them.

  Business Response

  Date: 04/14/2025

  Case No.: 23137770
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ******* on March 31, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ****** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a membership for pet insurance for two pets. ******** is the membership name under the company of Figo Pet Insurance. I've tried several times to cancel my membership on my account online, and haven't been successful in finding how to cancel my membership without having to contact support to do so. No where in the user interface is there a button/form/option to cancel. This is illegal. Nowhere in settings, billing, account details, or policy information does it surface to consumers the ability to cancel this recurring membership that charges me monthly. Further, there is also no way to simply removing card information on file, and the only option is to edit the information on file to a different card name/number. I can't have a membership without having card information on file, which also seems illegal. I have been paying $50/month for a service that doesn't allow me to cancel my membership without having to email or call them directly. This is a scam!

  Business Response

  Date: 04/11/2025

  Case No.: 23126000
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by *** ****** on March 27, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to *** ****** directly as we are prohibited by law from releasing personal information without a signed third-party release.

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for Figo health insurance for my puppy for 13 months at $39.94 monthly (about $519.22 total) and I am disputing the amount of $714.50 total minus the $55 they reimbursed me for the spay service specifically. I would dispute the $714, however, the veterinary office did not commit any fraud, in contrast to Figo. The app shows the spay costs $40 (see the wellness coverage attachment). There is no limit to the spay or maximum or even set amount. It simply shows the spay service with the $40 amount. Figo's argument is that 1) there is a separate policy and 2) it is the max limit of $40. This seems odd, however, because 1) the app is what most - if not all - users will regularly rely on when determining what service to get and there is no MAX amount listed; instead, it reasonably implies that the cost of the service is $40. It makes sense especially tied with teeth cleaning as teeth cleaning is something done routinely throughout a dog's lifetime whereas a spay service happens only once in the dog's lifetime and 2) there is zero listing that it is a max of $40 (wouldn't it say MAX similar to the annual wellness "limit" of $135?). As a note, there is no easy way to access the original docs via the app; thus, the reliance solely on the poorly worded spay cost of $40 is a reasonable one to rely on. I have advised **** to make it more clear (they disagreed) and I plan to cancel their insurance (since, if I rely on their definition of the wellness basic coverage, this dog insurance plan seems extremely expensive to cover basic care based on the cost; instead, it seems this plan is for emergencies only), however, I wanted to wait a month after the spay in case there are "emergency" costs that will hopefully be covered by this awful insurance.

  Business Response

  Date: 04/04/2025

  Case No.: 23099064
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ****** on March 21, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Mr. ****** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:02/24/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This insurance doesn't cover basic annual check *** or vaccines which are mandatory by the state. Their fine print is very misleading and scammy! I want to rise awareness about this insurance because they are not dependable! ******** customer service as well.

  Business Response

  Date: 03/05/2025

  Case No.: 22985341
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ******** on February 24, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Ms. ******** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:02/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear BBB,I am writing to file a complaint against Figo Pet Insurance, with whom I have a pet insurance policy (FPI30000**8160) for my dog, *****. Despite paying premiums on time and meeting the necessary requirements, the company has unfairly denied my claim for dental care treatment. This is the fifth time they have done this to me, and I see online it is all they do to policy holders. They also increased my premium by 62%The issues began when I submitted a claim for ******* dental health issues, which included tartar buildup and ******************. The company initially denied my claim, stating that these conditions were pre-existing.However, I discovered several inconsistencies in their reasoning. ************************ failed to provide clear evidence of a pre-existing condition prior to the policy's effective date.They did not adequately explain how ******* conditions met the definition of "pre-existing" under their policy terms.When questioned about these discrepancies, they introduced a new justification (Exclusion #**) that was not mentioned in the original denial letter.I have attempted to resolve this issue through multiple phone calls and emails with customer service representatives. Unfortunately, they have been uncooperative and unwilling to provide clear explanations or reconsider their decision, even closing mid conversations.Figo has engaged in unfair business practices by:Misrepresenting policy terms and conditions Failing to provide transparent and consistent explanations for claim denials Introducing new justifications after initial denial, without adequate explanation or evidence I request that the BBB investigate these allegations and take necessary actions to ensure that Figo is held accountable for their business practices.I appreciate your attention to this matter, and I look forward to a prompt resolution. Please feel free to contact me if you require any additional information or documentation.Sincerely,****** *******

  Business Response

  Date: 03/05/2025

  Case No.: 22976823
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ******* on February 22, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Ms. ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 22976823
  
  Dear Figo Pet Insurance,
  
  Thank you for your detailed response regarding my complaint about the denial of my claim and the increase in my premium costs. I appreciate the effort you put into explaining the terms and conditions of my policy, but I still strongly believe that your company is in error.

  
  I am rejecting this response because: 
  Regarding the denial of my claim, I would like to point out that ******* gums were "pink and moist" which indicates healthy gums.  Additionally, gum disease is not related conditions are not the same as the dental extractions and gingivectomy procedure she underwent on February 11, 2025, which also contained broken teeth, which would be a result of an additional injury or accident and were also not prexisting.
  
  Regarding the increase in my premium costs, I understand that your company uses various factors such as pet age, breed, ***, and zip code to determine rates. However, I would like to know more about how these factors are used and whether they are applied fairly.  If this rate increase were typical in a years time, a 62% increase would be exponential and unrealistic for any pet owner.  This type of increase would mean that in a year's time, my rate would be $188, and a year after that $304 monthly.  In the three years time, a monthly premium would have increased from $72 to $304.  Please explain how this company is not a scam if this is the case, while continuing to deny dependent claims.
  
  Could you please provide me with a breakdown of how my premium was calculated for the 2024 renewal period? Specifically, what percentage increase was attributed to each factor?
  
  I also take issue with your statement that I was notified of the potential rate increase via email on March 25, 2024. While I may have received an email notification, it did not provide sufficient detail about the reasons for the rate increase or offer any options for reducing my premium.
  
  In light of these concerns, I respectfully request that you reconsider your decision to deny my claim and re-evaluate my premium costs. If necessary, I would be willing to escalate this matter further to ensure a fair resolution.
  
  Thank you for your attention to this matter. I look forward to hearing from you soon.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 03/17/2025

  Case No.: 22976823
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow up complaint filed by ****** ******* on March 10, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Ms. ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The ***************** reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  Figo Pet Insurance

  Customer Answer

  Date: 03/21/2025

   
  Complaint: ********
  
  I am rejecting this response because:

   

  Dear Figo Pet Insurance Team,
  This is a formal rebuttal to your response dated 3/17/2025 regarding the denial of my claim (Case #********) and your unjustified premium increase. Your reasoning for denying coverage and failing to transparently address the rate hike is flawed, inconsistent with policy terms, and contradicts clear evidence provided by Rosies veterinarian. Below are the key issues requiring immediate correction:
  
  
  
  1. Denial of Claim Due to "Pre-existing Condition" Is Unfounded
  Figo claims that Rosies dental condition (tartar/gingivitis) was present before or during the 14-day waiting period, thereby qualifying as a pre-existing condition under Part I 33(b). However:
  Contradiction with Veterinary Records: ************************ has explicitly stated that there were no signs of dental illness prior to May 28, 2023 (the policys start date) in a record you unrightfully determined to be incomplete. Rosies veterinary dentist, with whom this claim originates, can contest that the issues that led to Rosies need for medically necessary surgery would not be considered pre-existing and invites you to contact the office to confirm.
  Timing of Symptoms: The waiting period for illnesses ended on June 11, 2023 (14 days after May 28). If symptoms appeared during this window, Figo must prove they existed before coverage began. Your reliance on records dated June 6within the waiting periodis insufficient to establish a pre-existing condition unless evidence proves the issue predates May 28.
  Policy Language Misinterpretation: Under Part I 33(b), pre-existing conditions require clinical signs or occurrence prior to coverage OR during the waiting period. Figo has not provided proof that Rosies dental disease existed before May 28, only that there were unrelated dental issues present on June 6 (during the waiting period). The policy explicitly states that renewals waive the waiting period for Policy renewals except Orthopedic Conditions, which this case does not involve.
  Action Required:
  Re-review the claim with ************************* and contact the doctors at The Doctors and Staff at *******************************
  ********************************************************************************************
  ************
  **************************************************
   to verify no pre-existing conditions existed prior to May 28, 2023.
  Approve reimbursement for the denied claim under Policy terms.
  
  
  
  2. Premium Increase of 62% Is Misrepresented and Unjustified
  You stated that the premium increased due to a base rate (24.7%), zip factor (7.7%), and breed factor (0.8%). However:
  Mathematical Inconsistency: A 24.7% + 7.7% + 0.8% increase does not equate to a 62% total hike, suggesting omitted factors or errors in your calculation. You must provide a detailed breakdown of the exact figures contributing to this 62% figure.
  Regulatory Violations: Sudden premium increases of this magnitude without transparent justification may violate state insurance regulations.
  Action Required:
  Provide itemized documentation proving how the 62% increase was calculated.
  Revert to pre-increase rates pending resolution or adjust premiums based on accurate factors.
  
  
  
  Next Steps
  Reimburse Claim #********: Rosies dental treatment occurred after coverage began, and there is no evidence of pre-existing conditions as defined by the policy.
  Revise Premium Rates: Address the discrepancy in your explanation for the 62% increase and ensure compliance with fair rating practices.
  Formal Investigation Requested: If unresolved, I will escalate this matter to the State Insurance Commissioner and the BBB for investigation of potential violations of insurance regulations (e.g., unfair claim practices under state law).  Protection of consumer interests is of prime importance to the Division and is safeguarded by providing accurate and unbiased information so consumers may make informed decisions and by intervening on behalf of consumers who believe they have been victimized by unfair business practices.
  Please respond in writing promptly to confirm resolution.
  
  
  Sincerely,
  ****** *******
  Policyholder for *****
  

• Initial Complaint

  Date:01/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company targeted us for insurance as ****** members, and I spoke to a representative before agreeing to service. We spoke specifically about existing conditions and ailments and I was assured the plan I was signing up for would provide adequate coverage. Following sign up in March of last year, I attempted to submit multiple claims starting in April and dating through the end of the year. The claims were never approved nor denied until I sent a follow-up email to the company earlier this month asking for an update on the status of the pending claims. At that time I received immediate confirmation the claims were denied. I then responded asking to cancel the policy and requested a refund for the duration of the insurance given the misrepresentations that defrauded us into signing up in the first place. I was advised that would not be possible and they would only be refunding us a total of $28 for the remainder of this month. I advised that I would have cancelled the insurance immediately had our claims been denied sooner but my requests have been ignored. We've lost over $500 at this point and I want to prevent this from happening to anyone else.

  Business Response

  Date: 02/04/2025

  Case No.: 22840885
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** ******* on January 21, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

  Customer Answer

  Date: 02/20/2025

  Complaint: 22840885
  
  I am rejecting this response because: attached please find the email communications that I referenced in my complaint on 2/14. I would reject the businesses response due to the fact that the issue is not that they ultimately denied the claims, the issue is that they did not process the claims and they sat unanswered for months until I reached out in mid-January at which time the complaints were closed as denied. The only response that was emailed to us timely was to reference the coverage document. Those communications were not clearly tied to any of the claims submitted, and I believed were just standard notices given at regular cadence. I would also argue the policy documents that we did review clearly covered the illnesses our dog suffered from, so any communications asking us to reference policy documents did not clearly indicate a denial of claims - again, until I reached out in mid-January. If the claims would have timely been denied we would have cancelled the service much sooner and saved hundreds of dollars in fees well in advance of when we eventually cancelled. None of the documentation provided by the business shows any evidence of denial, so at this time we would reject the businesses response. Thanks and please let me know if you need anything further!
  
  Sincerely,
  
  ***** Garnatz 

  Business Response

  Date: 02/27/2025

  Case No.: 22840885
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow up complaint filed by ***** ******* on February 20, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

  Business Response

  Date: 02/27/2025

  Case No.: 22840885
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow up complaint filed by ***** ******* on February 20, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

  Customer Answer

  Date: 03/26/2025

  Complaint: 22840885
  
  I am rejecting this response because: I have the attached documentation to provide but was never notified of an opportunity to upload it following the businesses response. The responses they are providing do not align with the claim closure dates I was notified of in my app - none of the claims were closed until 1/15 and 1/20 when I followed up - and the only documentation that was emailed to me real time was an explanation of benefits with no clear link or statement of denial for the pending claims. As Ive continually stated, if I would have been timely and sufficiently noticed of the denials I would have cancelled the service long before and am therefore still requesting a refund.
  
  Thank you!
  
  Sincerely,
  
  ***** Garnatz 

  Business Response

  Date: 04/01/2025

  Case No.: 22840885
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the follow up complaint filed by ***** ******* on March 26, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to ***** ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:01/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/3/23 I was issued a check. The back returned the check!Please provide a new check!

  Business Response

  Date: 01/29/2025

  Case No.: 22831920
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** *********** on January 19, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Ms. *********** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:01/10/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello. We paid into this insurance plan for nearly two years and the provider never paid a ***** on either of the two claims we made. We had two separate visits for our dog and the first reason for decline was asking for pre evaluations which they obtained from our vets and still never altered the claim. The second claim was for our dog having ************** which required X-rays and they claimed ************** WAS A PREEXISTING CONDITION. If the dog doesnt p*** blood for the 3 years hes been alive how is this a preexisting condition? This company scammed us out of almost two years of membership and found every reason not to cover our emergency visit that was URGENTLY requested by our home vet. After the denial of this last claim I have read into hundreds of reviews that are public on this company and it seems like common practice for them to file everything as a preexisting condition so they never pay out. Why have insurance for emergencies if they dont pay on the emergent situations??? I feel utterly robbed by this company.

  Business Response

  Date: 01/28/2025

  Case No.: 22794601
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** ******* on January 10, 2025, regarding the above-captioned matter.
  

  Thank you for the opportunity to address the concerns shared with your office. We have responded to Ms. ******* directly as we are prohibited by law from releasing personal information without a signed third-party release.
  

  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law.
  

  If anything further is required, we are happy to assist.
  

  Figo Pet Insurance

• Initial Complaint

  Date:01/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  11/24/2024 to 12/222024 have had this company for over two years, and they claim that the cancer that took my dog's life, which was melanoma, was a pre-existing condition. She was my service animal that I have had since retirement from the US Military.Please, anyone who cares about their pet should not do business with this company. They are incredibly unscrupulous and will do anything to avoid paying a claim. DM me, and I'll provide an explanation of benefits as proof of how they do business. Feel free to email me, and I will provide all the proof you need to know you should do business ****************************

  Business Response

  Date: 01/27/2025

  Case No.:        22782771
  
  Dear Better Business Bureau,
  
  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ****** **** on January 8, 2025, regarding the above-captioned matter.
  
  Thank you for the opportunity to address the concerns shared with your office. We have responded to Mr. **** directly as we are prohibited by law from releasing personal information without a signed third-party release.
  
  Please be advised that the information contained herein is meant to be responsive to your inquiry. It is not meant to constitute or be construed as a waiver of any other defense available to the Carrier. The Carrier expressly reserves all rights to assert any provision, limitation or defense provided for under the Policy and/or applicable law. 
  
  If anything further is required, we are happy to assist. 
  
  Figo Pet Insurance