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:05/22/2025

  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.

  For starters ,I found a cat that was extremely matted and had trouble breathing so I took him to an urgent care facility. That evening I purchased a policy from Figo Pet Insurance to cover potential congenial defects and diseases he may have. He is a pure bred peke face Persian. They are known to have health issues and the vet at the urgent care noted a heart murmur. From there I have had nothing but issues with Figo. For starters, when I enrolled in the insurance, at the top of the email it states that the insurance is applied after one day. I did not see at the very bottom of the very long email, that they actually have a two week waiting period. I never received communication about that from **** until well after the two week period. Well, two days before the end of the waiting period I took the cat back to the vet to follow up on his infections. Then after the waiting period, I took him to a vet with concern of another respiratory infection. At the vet, they provided care. I submitted that claim and was denied, being told that everything during that visit was for wellness, not illness and wellness isn't covered. Then a week later, I brought him back to the vet for further testing because of his breed. His breed is known how heart and kidney issues as well as reparatory infections and dental disease. The Vet issued tests to measure his stress on his heart, an x-ray to check for deformities, and a urine draw to check for a bladder infection, which was new concern. Yet, Figo Pet Insurance denied every part of the claim, stating that these were pre-existing conditions! I contested the first two claims and the associate denied them again, even after I pointed out that I has exam coverage and should have received credit for that. I am infuriated because I feel like I am being punished for helping an animal that needed help. I have followed all veterinary instruction and filed the needed documents with Figo Pet Insurance.

  Business Response

  Date: 06/04/2025

  Case No.: 23365390
  

  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 May 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

• Initial Complaint

  Date:05/19/2025

  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.

  Policy #: FPI30000351962 Policy Period: 11/07/2024 11/07/2025 Nature of Complaint:Misclassification of a neurological disorder as an orthopedic condition to deny future coverage.I am filing a complaint against Figo for denying future coverage for ***** by misclassifying a neurological condition as orthopedic. This contradicts medical evidence & reflects an unreasonable policy interpretation.***** developed ataxia in early 2025. UC ***** Veterinary Neurology diagnosed him with a T6T7 arachnoid diverticulum (SAD), a spinal cord malformation causing neurological signs.All *********************** (MRI, CT, neurosurgery) were performed by neurologists. ***** has never been evaluated by an orthopedic specialist, as this is strictly neurological.Despite a letter from neurologist Dr. ** ******* confirming the dx as neurological, Figo denied future coverage. Their reasoning: while neurological, the condition involves spinal ligaments & intervertebral spaces & is thus orthopedic.This is inaccurate & medically unsupported:- The disorder arises in the arachnoid layer, not the musculoskeletal system.- ********************* targeted neurological structures, not orthopedic ones - No CT or surgical findings established ligament abnormality as the cause.Figos interpretation misclassifies a CNS disorder & misapplies the orthopedic exclusion.Attempts to Resolve:I submitted 2 appeals, including the neurologists letter. Figo upheld the denial without addressing the neurological basis.Relief Sought:- Reversal of the ******************** of coverage for *****s condition.- Written confirmation that this neurological disorder is not excluded.- Internal review to ensure accurate classification of medical conditions.Figos actions undermine the purpose of pet insurance: to cover unforeseen illness. Mislabeling a neurological disorder as orthopedic avoids coverage unfairly & contradicts veterinary standards. I request BBB review & public accountability.

  Business Response

  Date: 05/28/2025

  Case No.: 23351185
  

  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 May 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

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23351185
  
  Dear Figo Claims Team,
  
  Thank you for your response to my Better Business Bureau complaint and for taking the time to outline the policy terms and claim history associated with *****s recent veterinary treatment.
  
  As noted in your correspondence, a second-level appeal was filed on May 23, 2025. Since that time, I have received confirmation from Figo that *****s spinal arachnoid diverticulum (SAD) has been determined to be eligible for coverage. 
  

  While I appreciate that the second-level appeal led to a reversal of the prior denial, I must express my concern that no explanation or rationale was provided for this decision. Specifically, there is no information about the basis for the reconsiderationwhether the prior classification of *****s clearly neurological condition as orthopedic has been overturned, or whether Figo still views this condition through the lens of its orthopedic exclusion.
  
  If Figo continues to misclassify a neurologically diagnosed and treated condition as orthopedic, and yet is allowing coverage solely as an exception, it creates serious ambiguity regarding the terms of the policy and leaves open the risk that future claimseither for this condition or other unrelated orthopedic issuesmay be unfairly denied.
  
  For this reason, I am respectfully requesting the following, in writing, for my records:
  
  1. A clear confirmation that *****s spinal arachnoid diverticulum is not considered an orthopedic condition under the policys definition of Orthopedic Condition.

  2. A statement that ***** does not have a pre-existing orthopedic condition, and that the orthopedic waiting period clause is not applicable to this diagnosis.

  3. An explanation of the specific evidence or rationale used to reverse the denial of coverage, including whether the determination was based on the submitted neurology reports, the orthopedic waiver, or Dr. **** specialist letter.
  
  Without clear documentation of the current interpretation of *****s diagnosis, I am concerned we will face ongoing administrative hurdles and the risk of denial for future claims related to this conditionor any future conditions Figo may attempt to label as orthopedic.
  
  This lack of transparency throughout the review process has been extremely frustrating and has caused significant stress. I would appreciate your cooperation in formally resolving this issue and ensuring there is no ambiguity going forward.
  
  Thank you for your time and attention. I look forward to your written clarification.
  

  Sincerely,
  
  **** Do

  Business Response

  Date: 05/29/2025

  Case No.: 23351185
  

  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 May 28, 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: 05/29/2025

   
  Complaint: 23351185
  

  Dear Figo Claims Team,
  
  Thank you for your most recent response regarding my Better Business Bureau complaint. While I appreciate the reiteration that Teddys subarachnoid diverticulum (SAD) is now being recognized as a non-orthopedic condition and that the decision to deny future claims for this condition has been overturned, your response unfortunately still fails to address several of the specific and reasonable requests I outlined in my previous correspondence.
  
  To be clear, I am not asking for a summary of prior decisions already communicated. I am requesting formal, written clarification on the following unresolved issues, which are critical to ensuring consistent application of policy terms and protecting against future misclassification of Teddys condition or unrelated claims:
  
  1. A clear statement that Teddys SAD is not considered an orthopedic condition as defined in the policyand not simply being treated as non-orthopedic as a goodwill exception.

  
  2. Confirmation that the condition is not considered pre-existing under the orthopedic exclusion clause, and that the orthopedic waiting period is not applicable to this diagnosis

  
  3. Disclosure of the specific documentation or rationale used in overturning the denial, including whether the reconsideration was based on:
  - Neurology specialist reports,
  - The orthopedic waiver submission, and/or
  - Dr. **** formal letter of clarification.
  
  4. Written assurance that the incidental mention of the interspinous ligament in Teddys surgical report will not be used to classify this or future conditions as orthopedic or pre-existing in future claims.
   
  5. Written confirmation that this condition and the incidental mention of interspinous ligament mentioned in surgery will not be used to justify denial of future unrelated orthopedic claims based on any perceived connection to the current diagnosis.
  
  As Ive noted previously in other correspondence, I am fortunate to have the background and clinical literacy to advocate on behalf of my pet. Many policyholders are not in the same position. The lack of transparency and consistency in how conditions are interpreted under your orthopedic exclusions presents a risk of significant harm to others who may not be able to question those decisions.
  
  Additionally, I must again emphasize that I have only received prompt and direct communication from Figo following the involvement of the California Department of Insurance and the Better Business Bureau. This reactive approach to customer communication is deeply concerning and inconsistent with Figos public commitment to policyholder support.
  
  I remain hopeful that your team will provide the requested clarification in writing so this issue can be resolved thoroughly and finally. I appreciate your prompt attention to this matter and look forward to receiving your complete response.
  
  Sincerely,

  **** Do

• Initial Complaint

  Date:05/16/2025

  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.

  Figo pet insurance needs to be reviewed by authorities. The product claims to cover most important dog procedures. When you the websites homepage. It does seem like it covers all of what a dog would need but when you read the terms and conditions after, most important and common procedures are not covered. My had deciduous teeth removed but was not covered. I called a representative and said that i should at least received about $10 from this procedure because it is part of dental health. I did not receive such amount. The refund really didnt matter to me anymore and i did mot receive the $10 at all after. but it bothered me that they should have seen it on the initial review. Secondly, complications secondary to preventative surgery is not covered. My dogs spay site dehisced and it was MEDICALLY NECESSARY to repair the incision. I received 0 out of $2100 i paid. Comparing these procedures with all other insurances, others would cover. im not getting the most out of this insurance.

  Business Response

  Date: 05/27/2025

  Case No.: 23337456
  

  Dear Better Business Bureau,
  

  Figo Pet Insurance (Figo) is responding on behalf of Independence American Insurance Company (the Carrier) to the complaint filed by *** Castrel (******** ******) on May 16, 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:05/07/2025

  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.

  I have pet insurance, my dog fell and hurt herself after the coverage started and after my veterinarian gave her a full bill of clean health. They are denying her claim because she had a pulled muscle once in her life before. They also said in phone calls that as long as I had a letter from my vet that everything was good and taken care of (ie no signs of illness or weakness) that it would be paid for. From my vet To whom it may concern, As noted previously per my exam notes, at the appointment with the meeting from 11/2 with Kona, we discussed what a CCL tear was. I was not diagnosing her with that injury. With the ******* treatment and seeing her on 12/9 as noted in my exam notes Kona showed no signs of lameness resolving all previous injury concerns. See my exam notes from 12/9 "P no longer limping on hind leg Previous concerns of partial cruciate tear resolved, limping did resolve with treatment, no further concerns for leg injury, normal gait at exam today."I have added this to the medical record as well. Thank you,Dr. *** ****** **************************** ******************************* Clinic Hours:Tuesday-Friday 9am-5pm Every Other Saturday 9am-1pm Phone: ************ fax: ************ ******************************

  Business Response

  Date: 05/19/2025

  Case No.: 23299455
  

  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 May 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 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: 05/19/2025

   
  Complaint: 23299455
  
  I am rejecting this response because:

  My veterinarian who had hands on my dog, who performed thr physical evaluation of my animal gave her an all clear that she was healed and in perfect health. Your vet the one that provided the diagnosis HAS NEVER SEEN MY ANIMAL and therefore could not be expected to make an accurate judgement regarding this case. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 05/23/2025

  Case No.: 23299455
  

  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 May 19, 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:04/24/2025

  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.

  Dog pet insurance didn't want to cancel my dogs policy and issue a refund. Even though the cancellation was cancelled within 48 hours the refuse to issue me a whole refund. They didn't mention when I went over the paperwork of a partial refund but now that I have cancelled they want to keep $30. I'm a veteran and I'm disabled. This company ripped me off

  Business Response

  Date: 05/05/2025

  Case No.: 23244334
  

  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 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

  Customer Answer

  Date: 05/13/2025

   
  Complaint: 23244334
  
  I am rejecting this response because: 

  No resolution. I've disputed my purchase with my bank also.

  
  

  
  
  Sincerely,
  
  ********* ******

  Business Response

  Date: 05/16/2025

  Case No.: 23244334
  

  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 May 13, 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: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