Complaints
Customer Complaints Summary
- 66 total complaints in the last 3 years.
- 26 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:12/15/2024
Type:Sales and Advertising IssuesStatus: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 is a fraud insurance company. Claims submitted take months to assess and they run you in circles to request information from vets and previous insurance companies. I had a claim that was recently closed because they requested my old insurance company policy because they thought it was a secondary insurance and it was not. They didnt notify me that the insurance claim was closed either.Business Response
Date: 12/23/2024
Case No.: 22689157
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 December 15, 2024, 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:11/22/2024
Type:Order IssuesStatus: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 insurance is up for annual renewal and I contacted the company asking to increase my annual benefits. They've stated that I am unable to increase my annual benefits due to the following policy language: "Changes to Coverage and adding or removing benefit endorsements are only allowed at policy renewal. In the event You choose to increase Your Pets Coverage after the Original Start Date, the Waiting Period applies as of the date of the Coverage change and any Pre-existing Conditions will continue to apply. There is no reset for a decrease in Coverage. Any requested increases in coverage for this policy must be reviewed and approved by Us." This policy language provided by **** does not explicitly reference annual benefits or state that reductions are irreversible. In fact, the language states that approval is required for upgrades in coverage. Despite this ambiguity, Figo has denied my request to change my coverage to 'unlimited' annual benefits, citing vague terms that I believe are deliberately misleading. I was not adequately informed of the consequences of changing my annual limits, which I now understand to be irreversible due to Figo's application of policy terms. This lack of transparency has caused significant financial and emotional distress, as I am now locked into a policy that no longer meets my pet's needs due to a pre-existing condition. I kindly request that BBB investigate Figos practices to determine whether they comply with state insurance regulations and consumer protection standards. I will be happy to provide additional documentation and correspondence to support my complaint.Business Response
Date: 12/18/2024
Case No.: 22591510
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 December 6, 2024 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:11/11/2024
Type:Customer Service IssuesStatus: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 2 pets insourced with FIGO pet insurance. One of my pets has skin disease and they are refused to pay and most of them went towards deductible. They will find many reasons do not cover by them. I believe this company is not legitimately run the business and should investigate .Business Response
Date: 12/09/2024
Case No.: 22541196
Dear Better Business Bureau,
Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by ***** *** 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 InsuranceInitial Complaint
Date:10/14/2024
Type:Service or Repair IssuesStatus: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.
**** states on their website that you can submit pre-approval requests which will receive a response in 7-10 business days. I submitted a request with all required information on 8/28/24 and received no response. When I called today (10/14/24) I was told that the process actually takes up to 40 business days in direct contradiction to what is advertised on their website. Now I have already scheduled a veterinary appointment for the procedure which is non-refundable having assumed that I would have heard back within the 7-10 business days from when I first submitted it in August. This advertisement is blatantly false.Business Response
Date: 10/24/2024
Case No.: 22419406
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 October 14, 2024 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:09/13/2024
Type:Service or Repair IssuesStatus: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 fogo insurance for all my cats for the many years.On 2023 I need to upgrade the Policy for one of the cats. Not knowing its gonna be canceled old policy and turned it into a complete new ********* August my cat had a tumor that was removed from her neck.I sent out a climb, but Figo denied it because they said it was a pre-existing condition.Because the policy was changed over to the new policy, The only thing that was changed I uploaded it to untrimmed.I think this is BIG LIE..Business Response
Date: 09/25/2024
Case No.: 22282578
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 September 13, 2024, 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:09/10/2024
Type:Service or Repair IssuesStatus: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 pet insurance for over a year and a half. I filed a claim for my recently deceased dog and they denied the entire claim. When looking online there are pages and pages of scam alerts for them. I paid 3500 to the vet. They claimed I only spent about 2000. My deductible was 1500. They should be giving me some money back but they are denying my claim. I want my claim filled and or my payments to them reimbursed!Business Response
Date: 09/23/2024
Case No.: 22264794
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 September 10, 2024, 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:09/06/2024
Type:Service or Repair IssuesStatus:ResolvedMore 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.
4 claims submitted between 8/25/24 and 8/28/24 for reimbursement from Figo Pet Insurance; all claims have moved from Open to Records to Review; since the claims have moved to review I have called 6 separate times to ask if there was anything else needed on my part to complete and close the claims; each phone call I received the response, It looks like it is still in review, and no further documents are needed at this time; on the latest call I received the same response and asked if there was someone in a different department I could please speak to who might have more information; even after asking for an email address to contact as an alternative, I was met with the response, Everyone would tell you the same thing, and No one has any different information; this was expressed by the initial customer service representative who picked up the phone; only on one phone call out of the six did I get transferred to someone, who also expressed the same information; it has been 9 business days today, 9/6/24 since the first claim was submitted; the 4 claims total $2401.66; I am particularly concerned as these 4 claims are all Veterinary visits leading to my pet being put to sleep via euthanasia, which resulted in my insurance plan being cancelled effective 8/29/24. That I have been met with the same dissatisfactory information, as well as refusal to transfer my calls or provide any route to contact anyone who might provide more information, is an abdication of basic customer service procedure.Business Response
Date: 09/18/2024
Case No.: 22249054
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 September 6, 2024, 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: 09/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/20/2024
Type:Billing IssuesStatus: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 received a payment failed notice from Figo on 5/28/24, on 5/29/24 I updated my payment information successfully. I never received additional notice that my payment failed or that my policy was in jeopardy of being cancelled until a notice on 6/24/24 that my policy was cancelled same day. I disregarded that notice as I thought it was automatic like the previous notice and I had updated my payment info. My dog now has no insurance, is 9 years old, and wont be covered for any of the conditions he had during his insurance coverage. They are telling me I can get another policy and pay them monthly but those conditions would be preexisting and not covered. This is fraud.Business Response
Date: 08/27/2024
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 August 20, 2024, 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:08/16/2024
Type:Service or Repair IssuesStatus: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 had been using Fico insurance for my cat for a long time. Recently, I submitted a claim for reimbursement of a $900 vet bill. However, they denied my claim, stating they never received the doctor's note, and closed my case. When I contacted my vet, they confirmed that the notes were already sent. Despite following up several times, **** continued to claim the matter was "under investigation" without providing any resolution. Im requesting your assistance in resolving this issue.Business Response
Date: 08/22/2024
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 August 16, 2024, 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:07/29/2024
Type:Service or Repair IssuesStatus: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 started coverage for my pet Kiki on Jan. 3, 2024. Since I already have insurance on my two other pets Coco and **** for several years. The day I called figo to speak to the representative and to add **** as another policy, I made it clear to the representative that I wanted the same exact coverages as I have for **** and ****. Now, I am finding out that when **** was ill and I brought him to the vet for care on March 31, 2024, I am finding out that **** made no payment for his care. This is wrong and Figo needs to correct ****'s insurance to start the full coverage from when the policy started on Jan. 3, 2024, to make it the same coverages as **** and ****'s policy. This was clearly an error on the figo representatives part and I would like to have that corrected. I would like to have the claim reprocessed and have the 90 percent of that claim pay back to me. Thank you.Business Response
Date: 08/07/2024
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 July 29, 2024 along with a follow up on July 30, 2024 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
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